Customer Intelligence & Analytics Market Study

Despite recognizing the importance of data, brands are struggling to capture, unify, and operationalize worthwhile customer insights. Customer Engagement Insider research has consistently identified lapses in customer intelligence strategies. Worse, CEI research has consistently uncovered the consequences of data challenges.

Over the past year, CEI has revealed that the majority of customers do not feel their interactions with brands are personalized. They do not feel the agents with whom they spoke know or care about them and their issues.

Why do brands continue to struggle with customer intelligence? What urgent and long-term opportunities for improvement exist? CEI launched a survey to answer these questions, and the results of its inquiry form this exclusive Market Study. Topics include:

• The biggest challenges brands face when collecting, unifying, and operationalizing customer data
• Shocking statistics about the lack of a “single source of CX truth”
• Intelligence brands are currently prioritizing, and why it’s not enough for customer centricity
• Insight on what the “voice of the customer” really means in today’s landscape
• Impact of customer intelligence gaps on employee performance and engagement