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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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Why Branded Calling Is Critical for Outbound Outreach

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

Erik J. Martin // 23 Jan 2026

Pending Legislation Could Upend AI in CRM

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

Phillip Britt // 23 Jan 2026

Marketers Waiting to See How the Cookie Crumbles

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

Linda Pophal // 23 Jan 2026

Ready or Not, Digital Doubles Are Here

Can your CRM handle agent-to-agent commerce?

Linda Pophal // 01 Dec 2025
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Why Bridging AI-to-Human Support Will Define CX in 2026

In 2026, customer experience leaders will stop debating AI versus human support and start competing on how seamlessly they can connect the two.

David Karandish // 27 Jan 2026

Did Holiday Traffic Unwrap your Experience Debt?

It's time for a debrief: Did your customers feel an experience debt, one that will be paid by you in the form lost loyalty and revenue?

Jonathan Moran // 21 Jan 2026

In a World of Autonomous Agents, How Do Brands Stay Sticky?

Brands that combine emotionally resonant awareness tactics with rich machine-readable data will be the ones that stick.

Tristan Barnum // 16 Jan 2026

The Channels Marketers Forgot Are Solving Measurement

Marketers are rebuilding measurement by shifting their mindset to the owned and earned channels they control.

David Karnstedt // 14 Jan 2026
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Moving Customer Awareness to Adoption in 2026

Messaging can have a big impact on customer outcomes.

Nancy Jamison // 26 Jan 2026

The State of CCaaS: Power Platforms in a Shifting Market

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

Donna Fluss // 23 Jan 2026

When AI Gets Smarter, Agents Get Burnout

Uncovering the hidden challenges of AI-driven customer service.

Riccardo Pasto // 22 Jan 2026

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.

Ian Jacobs // 20 Jan 2026
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