Customer Data Analytics Articles, Analysis, and News

Friction Mapping Moves to CRM to Spot Customer Pain Points

Customer journey technology evolves to home in on customer service breakdowns.

Phillip Britt // 06 Jul 2026

Dynamic Content Delivery Fuels the Ultimate Hyper-Personalization

Content is still king, but only when it meets the right customer at the right time and place.

Phillip Britt // 06 Jul 2026

Why Your Primary Focus Should Be on Customer Retention

The shift away from new customer acquisition is finally taking hold.

Linda Pophal // 06 Jul 2026

Location Becomes Less Important in Outsourcing Decisions

Despite a push to repatriate contact center jobs, companies are placing other considerations above country.

Phillip Britt // 01 Jun 2026

Good Data Privacy Stewardship Is a Competitive Advantage for B2B Marketers

Companies that prioritize data privacy act with integrity and discipline, which carries over to other parts of the organization.

Karie Burt // 17 Jul 2026

5 Reasons AI Is Underperforming in CX, and How to Fix It

While the problem is often framed as a technology issue—a limitation of models, tools, or algorithms—that diagnosis falls short of the complete picture.

Michael Darwal // 16 Jul 2026

How to Be a Truly Customer-Driven Organization

Becoming genuinely customer-driven requires more than good intentions.

Laura Lehman // 15 Jul 2026

How AI Enables Smarter Service for Manufacturers

Getting manufacturers on board with AI doesn't have to be a struggle. What it does require is the right foundation.

Roneel Naidu // 14 Jul 2026

Front Office

The Debate Around Dynamic Capabilities

Dynamic pricing models might be unfair, but what's a lot less ambiguous is how companies can use CRM data to dynamically alter other aspects of the customer experience.

Leonard Klie // 13 Jul 2026