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The big book of customer insight, data & analytics 2017

Posted: 12/04/2017

An in-depth insight into the customer data landscape and the trends and developments that impact customer experience

Following hot on the heels of our CX Network Live: Data & Analytics online event, this year’s The Big Book of Customer Insight, Data & Analytics draws upon research of over 300 customer experience practitioners who shared their views on the impact of customer insight, data & analytics on their role and the wider industry.

SEE ALSO: The Big Book of Customer Insight, Data & Analytics 2016

Interestingly, uptake on data usage is still on the slow side, with 52 per cent of CX practitioners citing they’re not using big data software or systems. Furthermore, 56 per cent are dissatisfied with the quality of the data they have available within their organisation. The challenges they face to make the most of the insights also sees little change from last year, with the top ones being:

  1. Turning insight into action
  2. Integrating data
  3. Internal legacy systems

In the 2017 report we provide not only a year-on-year analysis and a deep-dive into customer data usage, but also a peek at the future to see how intelligent enterprise applications – such as artificial intelligence and machine learning – are creating waves within the industry. In addition to sharing lessons learned and insights from our community of thought leaders.

The Big Book of Customer Insight, Data & Analytics 2017 is packed with:

  • Insight into the latest customer insight and analytics trends
  • Research into data usage, satisfaction levels and challenges
  • Advice on turning customer insight into business action
  • The impact of buzzwords such as AI and machine learning
  • Top tips to prepare for the impending GDPR
  • Interviews and insights from industry experts
  • And much more
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Posted: 12/04/2017