Analytics goes hand in hand with today’s optimized customer experience strategy. Analytics is a tool that can be used at every step of the customer journey—from assessing and benchmarking customer support to gauging the voice of your customer for actionable business and product decision making. As predicted by Gartner, this year 50% of agent interactions will be influenced by real-time analytics.
https://www.teamhgs.com/blog/advantages-using-analytics-customer-experience/
It’s safe to say that many small businesses today use just a few traditional measures to track business growth -- that is if they measure anything at all. Metrics like profit and loss, total sales, cash flow, gross margin and revenue growth rate are undoubtedly important. Today, however, these data points are no longer enough to compete effectively and establish a lasting business.
https://www.forbes.com/sites/forbesfinancecouncil/2017/12/14/small-businesses-its-time-to-go-deep-with-data/#4f0518ea33bf/
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