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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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The Pope Got Hung Up On. Your AI Stack Could Be Why.

The accountability gap the Pope describes is an AI architectural failure that will define the next phase of customer service AI.

Vasili Triant // 11 Aug 2026

The Customer Expectation Reset: How Generative AI Is Rewriting the Digital Experience Playbook

Generative AI hasn't just introduced new capabilities, it has fundamentally reset user expectations. The gap between expectation and reality is forcing a rethink of content infrastructure from the ground up.

Sara Faatz // 10 Aug 2026

Make Your Martech Stack AI-Ready

If marketing leaders don't take time to unify data and streamline their processes, AI can end up delivering incorrect or misaligned outputs faster than humans in the loop can fix them.

Scott Houchin // 06 Aug 2026

The Real ROI of Agentic CX

Here's what should work beyond the hype.

Muthuselvan Renganathan // 04 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

7 Agentic AI Lessons We've Learned

Map out your processes and journeys now.

R "Ray" Wang // 07 Jul 2026

The Contact Center Attrition Test

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

Ian Jacobs // 30 Jun 2026

The Debate Around Dynamic Capabilities

Dynamic pricing models might be unfair, but what's a lot less ambiguous is how companies can use CRM data to dynamically alter other aspects of the customer experience.

Leonard Klie // 13 Jul 2026
Case Studies
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