Trends Report

Pivot Your Customer Analytics Approach To Detect Behavioral Changes During The COVID-19 Pandemic

April 2nd, 2020
Brandon Purcell, VP, Principal Analyst
Brandon Purcell VP, Principal Analyst

Summary

To shift your customer analytics efforts in light of COVID-19, emphasize digital data ingestion, drive cross-team alignment on understanding new customer journeys, and seek help with do-it-for-me customer analytics tools. Reprioritize your customer analytics efforts to focus on journey-based methods, refresh your propensity and churn predictive models, and adopt text and speech analytics to listen more to your customers.

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