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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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For Modern Retailers, Cloud-Based Firewalls Simplify Security

As the threat landscape evolves, so do the challenges of compliance, data protection, and security management. Firewall-as-a-service (FWaaS) provides a modern, cloud-based solution.

Etay Maor // 15 Dec 2025

When Machines Become Teammates: The Next Era of Human Empowerment

The future of customer success will belong not to those who automate the most but those who learn to collaborate best.

Madhuri Somara // 12 Dec 2025

Agentic AI Enters B2B Reality

Agentic AI is transforming B2B marketing from automation to autonomous decision making.

Geoff Thomas // 10 Dec 2025

How AI Is Helping Consumers and Retailers This Holiday Shopping Season

AI-powered shopping is expected to boom this season, but retail AI implementations are only as good as the data that fuels them.

Ush Shukla // 24 Nov 2025
News
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Columns
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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

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

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

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