The Big Book of Customer Insight and Analytics 2020

Data analytics

Instead of gambling corporate success on assumptions and gut feelings, many brands are looking to data to ensure decisions are evidence-based and optimized for success.

Consensus in the CX industry acknowledges data’s power to enhance buyer journeys and customer retention, however the overwhelming majority of organizations are held back by stubborn legacy systems and datasets of low integrity.  

In this report, CX Network and Oracle present findings and actionable insights on the trends and pain points encountered when brands utilize customer data, insight and analytics to impress clients and prospects.

Also, CX innovators in the field reveal how they are using data and analytics to remove areas of friction in buying journeys and delight customers.

Use the findings of this report to benchmark your company’s progress against the 155 practitioners in this research and prioritize your plans for the next 12 months accordingly.

Download this report to:

• Benchmark your organization’s progress against peers and competitors revealed within this research
• Learn how Nestlé is combatting data silos to unlock a single source of truth
• Access tips on Sentiment personalization
• Discover ways to implement real-time and predictive analytics at your brand
• Understand best practice for data-led up-selling and cross-selling
• Gain insight on channel integration methods 

Read success stories and case studies from CX leaders: Nestlé, Spotify, Oracle, Microsoft and PayPal.