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Customer Experience is more than a buzzword. Brands and businesses must provide a repeat- and share-worthy customer experience, competing at every phase of the customer journey. This comprehensive report provides survey results and concrete insights on the current state of customer experience analytics – how companies are bringing together and responding to the data sources that allow them to compete and grow their business, including:

• How to bring your digital data into a single hub for more effective analysis and action
• Examples of companies getting it wrong, particularly by keeping digital and physical insights separate as they craft strategy
• Why competitive intelligence matters, and how ineffective most brands are at gathering it
• Which tools are most popular, and which tools should be