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The Customer Analytics Playbook For 2020

Turn Data Into Insights With Customer Analytics

The scale and diversity of customer data provide rich new sources of insight that let firms engage with customers in new ways and enable the digital disruption of entire industries. Today's...

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  • Report Now Tech: Voice-Of-The-Customer (VoC) Vendors, Q1 2020

    Forrester's Overview Of 36 VoC Providers
    February 3, 2020 | Faith Adams

    You can use voice-of-the-customer (VoC) tools to collect and analyze customer feedback, socialize feedback, inform customer experience (CX) improvements, and track the results of these improvements...

  • Report Now Tech: AI-Based Text Analytics Platforms, Q1 2020

    Forrester's Overview Of 30 AI-Based Text Analytics Platforms Providers
    February 3, 2020 | Boris Evelson

    You can use AI-based text analytics platforms to improve customer acquisition, service, and retention; manage governance and risk; and gain efficiencies with robotic process automation (RPA). But...

  • Report Now Tech: Journey Management, Q4 2018

    Forrester's Overview Of 23 Journey Management Providers
    November 14, 2018 | Joana de Quintanilha, Alex Causey

    You can use journey management tools to digitize journey maps at scale, take a data-driven approach to creating a common vision for key journeys, and automate and scale journeys by orchestrating...

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