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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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Ready or Not, Digital Doubles Are Here

Can your CRM handle agent-to-agent commerce?

Linda Pophal // 01 Dec 2025

White-Glove-for-All Is the Future of Customer Care

Providing a premium, highly personalized level of care to every customer is the new norm.

Phillip Britt // 01 Dec 2025

Customer Success Platforms Enable Hyper-Personalization

New marketing tech provides a pathway to better one-to-one outreach.

Linda Pophal // 01 Oct 2025

How to Advance Self-Service with the Latest Generative AI Bots

Customer self-service is better today, but it takes effort to use it successfully.

Phillip Britt // 01 Oct 2025
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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

Want to Stay Visible in the Agentic Shopping Era? Make Your Brand Useful

Agentic shopping is changing consumer behavior, but brands can use helpful, personalized messaging to stay top-of-mind when AI does the browsing

Keri McGhee // 08 Jan 2026
News
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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

Why Every Company Needs an Operating Model for CRM (and What That Means)

People don't use CRM the way it was intended.

Danny Estrada // 04 Nov 2025

Conversation Analytics: A Necessity for AI-Enabled Customer Service

These solutions are a foundational component for contact centers of the future.

Donna Fluss // 05 Nov 2025

Quiet CX Upgrades You’re Skipping While Chasing AI Fireworks

There are simple fixes that are surprisingly effective.

Ian Jacobs // 12 Sep 2025
Case Studies
Reports & Research
Buyer's Guide Partners