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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

Why Branded Calling Is Critical for Outbound Outreach

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

Pending Legislation Could Upend AI in CRM

Government regulators are turning their attention to artificial intelligence in customer interactions.

Marketers Waiting to See How the Cookie Crumbles

Navigating the uncertain future of third-party tracking in 2026.

Ready or Not, Digital Doubles Are Here

Can your CRM handle agent-to-agent commerce?

ViewPoints

How Unified Customer, Employee, and Partner Journeys Will Reduce CX Friction in 2026

Companies pulling ahead will share a common trait: They'll no longer treat customer experience, employee experience, and partner experience as separate disciplines.

How Functional Programming Solves E-commerce Scaling and Integration Headaches

Functional programming with languages like Elixir and Clojure transforms e-commerce scaling from a costly infrastructure problem into a disciplined, modular challenge that businesses can solve with smaller teams and less rewriting.

Why Your CRM Implementation Is Failing Your Niche Industry

When companies are forced to shoehorn their intricate operations into a rigid, off-the-shelf framework, it creates a usability gap.

It’s Time to Reemphasize the Critical Importance of CX

Poor service isn't just a reputational risk. It's a direct and measurable threat to profitability.

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Moving Customer Awareness to Adoption in 2026

Messaging can have a big impact on customer outcomes.

The State of CCaaS: Power Platforms in a Shifting Market

These solutions are integral CX infrastructure, but companies want flexibility and future-proofing.

When AI Gets Smarter, Agents Get Burnout

Uncovering the hidden challenges of AI-driven customer service.

Too Much, Too Little, Too Late: Rethinking ‘100 Percent Coverage’ in Contact Center QA

Finding a happy medium between a few snapshots and blanket coverage.

Buyer's Guide Partners