Customer Experience Analytics: Taking a Closer Look


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This report provides a brief historical tour of the enterprise CEA market, including representative suppliers of CEA solutions. The report also acknowledges and discusses the structural and cultural obstacles that organizations can encounter, whether they approach CEA from a top-down, corporate standpoint or allow bottom-up, silo-specific implementations of analytic tools in customer-facing departments.

Table of Contents

Customer Experience Analytics: Taking a Closer LookBDA 2-02IntroductionCEA Solutions Come from Many ProvidersHow Stale Segments and Old Silos Can Thwart CEAThe Unintended Consequences of Departmental AnalyticsAn Agile Approach to the CEA ChallengeFrost & Sullivan - The Last WordAbout Frost & Sullivan

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