Customer Experience Analytics
Encyclopedia
Customer Experience Analytics (CEA) uses software to identify and analyze customer behavior patterns within and across multiple access points.
CEA solutions use sophisticated data modeling
techniques to analyze customer experiences with a company. Customers contact companies for a variety of reasons (service, sales, feedback) and use a variety of methods to interact (websites, phone, kiosks, mobile devices, etc.). Previous approaches to measuring and managing customer experience (at the individual access point, or within a specific department) have included Customer Relationship Management
and Customer Experience Management applications, which are typically aligned with individual lines of business.
Although an emerging market space, CEA is a method being increasingly adopted by Fortune 500 and other companies with large volumes of customer interactions. CEA is used by the enterprise to understand customer behavior more holistically, rather than as individual transactions within the enterprise.
Industry Analysts
Several research firms have started to put CEA on their research agenda:
CEA solutions use sophisticated data modeling
Data modeling
Data modeling in software engineering is the process of creating a data model for an information system by applying formal data modeling techniques.- Overview :...
techniques to analyze customer experiences with a company. Customers contact companies for a variety of reasons (service, sales, feedback) and use a variety of methods to interact (websites, phone, kiosks, mobile devices, etc.). Previous approaches to measuring and managing customer experience (at the individual access point, or within a specific department) have included Customer Relationship Management
Customer relationship management
Customer relationship management is a widely implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing,...
and Customer Experience Management applications, which are typically aligned with individual lines of business.
Although an emerging market space, CEA is a method being increasingly adopted by Fortune 500 and other companies with large volumes of customer interactions. CEA is used by the enterprise to understand customer behavior more holistically, rather than as individual transactions within the enterprise.
Industry Analysts
Several research firms have started to put CEA on their research agenda:
- ClickFoxhttp://www.clickfox.com
- Forrester ResearchForrester ResearchForrester Research is an independent technology and market research company that provides its clients with advice about technology's impact on business and consumers. Forrester Research has five research centers in the US: Cambridge, Massachusetts; New York, New York; San Francisco, California;...
- GartnerGartnerGartner, Inc. is an information technology research and advisory firm headquartered in Stamford, Connecticut, United States. It was known as GartnerGroup until 2001....
- DMG Consulting
- Datamonitor
- IZO Systemhttp://www.izo.es (for the Spanish and Portuguese Speaking Countries)