Customer Experience Analytics

Three factors are fueling the growth of customer experience data: automation in the customer touch points, maturing markets for customer data, and consumer sophistication in sharing customer experience. Today's customers have the ability to use a variety of media to broadcast their good and bad experiences in real time. Successful organizations are responding with an investment in real-time Customer Experience Analytics (CEA) to improve their customer relationships, products, and processes.

This book discusses a series of case studies from a variety of industries to show how CEA is reshaping the way we interact with our customers. It explores a set of technologies available to help us create the capabilities to sense, isolate, and alter the customer experience to competitive advantage--creating a real-time, adaptive relationship with our customers.

With Customer Experience Analytics, you will:

• Gain a keener understanding of what constitutes good customer experience
• Learn how CEA is enabling organizations to build significant competitiveness and bring disruptive change to the marketplace
• Understand CEA enablers and the technologies for implementing CEA
• Read case studies and best practices that take advantage of the business capabilities enabled by CEA