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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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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
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From Offer Eligibility to Customer Intelligence: A Data Maturity Playbook for AI-Ready Enterprises

Turn offer eligibility from a one-time conversion step into verified, permissioned customer intelligence that supports personalization, loyalty, and long-term growth.

Rebecca Grimes // 25 Aug 2026

Building CRM Around Product Ownership

Manufacturers should build customer data around product ownership instead of the initial sale, creating a stronger foundation for service, support, and long-term customer engagement.

Nithesh C. Nekkanti // 20 Aug 2026

Complex CX Is Where AI Agents Still Struggle

Complexity can come in all shapes and sizes, Here's a guide to the many pitfalls AI agents can face.

Juan Jaysingh // 18 Aug 2026

Make Your CRM the First Compliance Checkpoint 

Automated, embedded compliance screening lets deals move at the pace they already do, without the blind spots.

Jackson Wood // 13 Aug 2026
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The CX Leader’s Guide to 2027 Budget Planning: Invest to Scale Your AI Foundation

Build AI-powered CX systems that turn signals into consistent action.

Senem Guler Biyikli // 03 Aug 2026

The Contact Center Attrition Test

Here's a metric that should be getting more attention.

Ian Jacobs // 30 Jun 2026

Closing the CX Divide: How Agentic AI Unifies the Front and Back Office

Back-office groups have not kept pace with improvements and innovation.

Donna Fluss // 02 Jul 2026

7 Agentic AI Lessons We've Learned

Map out your processes and journeys now.

R "Ray" Wang // 07 Jul 2026
Case Studies
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