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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 Big Data In Banking: It's Time To Act

    Compete In The Age Of The Customer By Making Use Of All The Available Data
    April 15, 2014 | Jost Hoppermann, Martha Bennett

    Big data is a key trend for many industries, including financial services in general and banking in particular. Key business drivers in the banking industry, such as improving customer service,...

  • Report Welcome To The Era Of Agile Commerce

    July 19, 2013 | Martin Gill

    Multichannel commerce is being reborn. Traditional ways of describing multichannel commerce no longer work because customers don't interact with companies from a "channel" perspective. Customers...

  • Report The Power Of Predictions

    Case Studies In CRM Next Best Action
    June 22, 2011 | James G. Kobielus

    Many business process pros have implemented next-best-action technologies to improve customer retention, boost upsell and cross-sell, and enhance customer experiences. Best practices for customer...

  • Report CRM And eCommerce Converge In A World Of Multiple Touchpoints

    Welcome To The Era Of Agile Commerce
    May 27, 2011 | William Band

    Traditional ways of describing multichannel commerce no longer work, because customers don't interact with companies from a channel perspective. Customers now use a rapidly evolving set of devices...

  • Report Next-Generation Digital Financial Services

    Make It Simple, Ubiquitous, Personal, Empowering, And Reassuring
    March 11, 2011 | Alexander Hesse

    Rising customer expectations and an increasingly dynamic retail financial services market are making many financial firms' websites seem increasingly outdated. While most eBusiness executives want...

  • Report Hot Insurance Tech Companies To Watch In 2009: Q2 Update

    June 29, 2009 | Ellen Carney

    The past year has tested the mettle of the insurance industry. Insurers like The Hartford Financial Services Group and Lincoln National Group converted to bank holding companies to take advantage...

  • Report The State Of Customer Experience, 2009

    Customer Experience Management Enters Into Adolescence
    April 24, 2009 | Bruce D. Temkin

    Executives have been saying for awhile that customer experience is important. Only recently, however, have many of them begun to understand its direct link with loyalty. As a result, companies are...

  • Report Case Study: First Tennessee Bank Elevates Customer Insight To The C-Suite

    March 3, 2009 | Dave Frankland

    First Tennessee Bank leverages insight from its marketing and customer analytics team throughout its business. However, five years ago, the team had limited intelligence on its customers and...

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