Customer experience analytics

Customer experience analytics

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:


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