ISG Software Research Analyst Perspectives

Intelligent Virtual Agents Are an Imperative for Digital Self-Service

Posted by Keith Dawson on 22 December 2020

The pandemic has raised the stakes for self-service in every part of the customer journey. In 2020, the customer service industry underwent a shock to its collective system by pulling up stakes and moving agents to remote work. At the same time, consumers moved away from in-person interactions in stores and branches. This systemic disruption has led to longer call wait times and tougher...

Teradata Vantage CX: The Real Customer Data Platform

Posted by Keith Dawson on 08 December 2020

Teradata is not a name that is commonly associated with the customer experience marketplace, but that is likely to change as customer experience (CX) practitioners wrestle with the problems created by the multiple streams of data thrown off by the many applications and customer touchpoints they have to manage. Teradata’s Vantage CX is a tool for ingesting and managing customer information at...

Trends in Contact Center Market for 2020 and Beyond

Posted by Keith Dawson on 22 October 2020

This has been a dramatic year for contact centers. The underlying technology has been changing for some time, but that change is now accelerating because of the urgent operational shifts forced by the pandemic. When you can’t gather dozens or hundreds of people into a single, open-plan site, you must look at alternative models for staffing and interaction handling. You must also work harder to...

Why I Joined Ventana Research

Posted by Keith Dawson on 01 October 2020

It’s very exciting to embark on a new chapter of one’s career, so I am thrilled to be joining Ventana Research to lead the practice of expertise in customer experience (CX). Some who know me might remember that I’ve been in this industry since a much younger version of me edited Call Center Magazine in the 1990s and 2000s. Others might have crossed paths in my role at several industry analyst...