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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.

Features

GEO Is Superseding SEO

Generative engine optimization demands a fundamental shift in marketing strategy.

Who Owns the Customer Experience?

The CRM tech stack is coming together, which complicates the ownership debate.

New PCI Enforcement Starts Later This Month

Companies have until March 31 to comply with new PCI data security measures.

Why Branded Calling Is Critical for Outbound Outreach

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

ViewPoints

The Four Pillars of AI-Driven CX: Turning Technology into Trust

Here's how to deliver faster, smarter, and more empathetic customer experiences that drive measurable business outcomes.

Generative Video Can Be CX's Sharpest Tool

Generative video can show customers exactly what they need to see, assembled from their product or account state, to solve their particular issue.

Why AI Pilots Rarely Scale, and How Design Discipline Can Fix That

The gap between experimentation and impact remains wide. Here's how to move from pilot to performance.

Carbon-Aware Marketing Will Redefine Customer Engagement

Marketing doesn't need more channels; it needs smarter ones. A new carbon optimization layer could transform how brands engage customers and how they measure responsibility.

Columns

How Does CRM Affect Private Equity Investment?

Investors need a window into the health of a business.

Boosting CX Worker Productivity in the AI Age

Agentic AI combined with customer-facing human agents will transform service.

CX Solutions of the Future Will Have a Mind of Their Own

Agentic AI won't just think but act.

Why Conversational Experience Orchestration Will Have Its Moment

Something needs to be at the helm making sense of customer experiences.

Buyer's Guide Partners