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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

When Point of Sale Becomes a Hub for Customer Experience

Modern point-of-sale (POS) systems blur the lines between digital and physical channels, helping retail brands form authentic connections with customers.

Moving CRM Beyond Data to Emotional Intelligence

Misreading situations is due not to lack of data but usable understanding.

5 Mistakes Companies Make When Defining a North Star for CX

These missteps can lead to misaligned teams, delayed execution, and negative customer outcomes.

Agentic CX & Commerce: The Next Frontier of AI-Driven Engagement

Agentic commerce does more than allow businesses to meet customers where they are; it actually acts for the buyer. 

Columns

Why Conversational Experience Orchestration Will Have Its Moment

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

How Does CRM Affect Private Equity Investment?

Investors need a window into the health of a business.

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

Agentic AI won't just think but act.

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