Observed Signal · Feb 3, 2023 · Research · Source: CMSWire · Impact: 2/5 · Sentiment: Neutral
Customer Data and Analytics Top Priorities for Service Leaders
A Gartner survey of 283 customer service and support (CSS) leaders revealed that customer data and analytics are top priorities for achieving 2023 goals. 84% of respondents rated customer data and analytics as 'very or extremely important', while 80% cited digital channel effectiveness. Nearly six in ten plan to improve or automate inefficient processes, and 51% intend to migrate service volume to digital and self-service channels. Gartner analysts recommend investing in connected data solutions such as data warehouses, data lakes, and Voice of the Customer (VoC) platforms to build a unified customer view. Experts from Redpoint Global, Precisely, and Tealium contributed insights on managing data complexity, demonstrating ROI to CFOs, and operationalizing customer data across business units.
Reports on Gartner survey findings highlighting customer data and analytics as top priorities for customer service leaders, which is relevant for MarTech vendors but not a major industry shift.
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Key Takeaways & Evidence Grounding
- 84% of 283 customer service and support leaders surveyed said customer data and analytics was 'very or extremely important' to their plans.
- 51% of respondents plan to migrate service volume to digital and self-service channels.
- Nearly 60% plan to devote more resources to improving, automating or eliminating inefficient processes.
- Gartner recommends investing in tools like data warehouses, data lakes, and VoC platforms for a connected view of the customer.
- 80% of leaders cited digital channel effectiveness as very or extremely important.
Connected Companies & Entities
4 Entities mapped“according to a Gartner survey...”
“Ian Clayton, Redpoint Global’s chief product officer...”
“Emily Washington, senior vice president of product management at Precisely...”
“Ted Sfikas, senior director of digital strategy at Tealium...”
Ontology Mapping & Concepts
Related Market Signals & Shifts
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