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World-class customer intelligence

Often the most challenging area of customer experience initiatives is in assembling, analyzing and distributing customer intelligence throughout the company. CX teams need to be skilled in assembling a wide range of customer information, conducting insightful analysis and delivering intelligence in a manner that truly prompts action.

World-class customer intelligence occurs when:

  • There is a well-developed plan for the use of all relevant sources of customer intelligence.
  • Appropriate analysis is conducted to accurately interpret customer intelligence and determine appropriate action.
  • Customer intelligence is widely available so users can access the information they need at any time. 

About the Author

Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit

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