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Customer Data Analytics

Customer Relationship Management (CRM) data analytics, or customer analytics, is a critical element of CRM. Learn to quickly identify and solve customer-facing business problems by collecting, organizing, and analyzing customer data captured throughout an organization. Explore our latest customer analytics news, analysis, and advice.

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Why Branded Calling Is Critical for Outbound Outreach

Here's how to implement it and restore your ring's reputation.

Erik J. Martin // 23 Jan 2026

Pending Legislation Could Upend AI in CRM

Government regulators are turning their attention to artificial intelligence in customer interactions.

Phillip Britt // 23 Jan 2026

Marketers Waiting to See How the Cookie Crumbles

Navigating the uncertain future of third-party tracking in 2026.

Linda Pophal // 23 Jan 2026

Ready or Not, Digital Doubles Are Here

Can your CRM handle agent-to-agent commerce?

Linda Pophal // 01 Dec 2025
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Did Holiday Traffic Unwrap your Experience Debt?

It's time for a debrief: Did your customers feel an experience debt, one that will be paid by you in the form lost loyalty and revenue?

Jonathan Moran // 21 Jan 2026

In a World of Autonomous Agents, How Do Brands Stay Sticky?

Brands that combine emotionally resonant awareness tactics with rich machine-readable data will be the ones that stick.

Tristan Barnum // 16 Jan 2026

The Channels Marketers Forgot Are Solving Measurement

Marketers are rebuilding measurement by shifting their mindset to the owned and earned channels they control.

David Karnstedt // 14 Jan 2026

AI in the Contact Center: Transforming Value Creation

AI automation has already shown its value for standardized, high-volume processes. Now, genAI and agentic AI can deliver humanlike service in less standardized interactions.

Bright Hung, Carlos Alzate // 12 Jan 2026
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Too Much, Too Little, Too Late: Rethinking ‘100 Percent Coverage’ in Contact Center QA

Finding a happy medium between a few snapshots and blanket coverage.

Ian Jacobs // 20 Jan 2026

When AI Gets Smarter, Agents Get Burnout

Uncovering the hidden challenges of AI-driven customer service.

Riccardo Pasto // 22 Jan 2026

The State of CCaaS: Power Platforms in a Shifting Market

These solutions are integral CX infrastructure, but companies want flexibility and future-proofing.

Donna Fluss // 23 Jan 2026

If the Fast Lane Is Self-Service Bots, Then the Slow Lane Is Stewardship

Will customer support in which human agents take ownership of issues become a luxury good?

Ian Jacobs // 29 Oct 2025
Case Studies
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Buyer's Guide Partners