ISG Software Research Analyst Perspectives

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The 2023 Market Agenda for CX: Analytics Takes Center Stage

Posted by Keith Dawson on 12 January 2023

Ventana Research recently announced its Market Agenda in the expertise area of Customer Experience. CX has emerged as a way for organizations to demonstrate value and stand out in the marketplace. The technology underlying modern CX is transitioning from tools that are based on communication to those centered on data analysis and process automation. This allows organizations to build great...

Topics: Customer Experience, Voice of the Customer, CEM, Self-service, Analytics, Contact Center, agent management, AI and Machine Learning

ResponseTek Underpins Customer Experience Management

Posted by ISG Software Research on 27 November 2010

Most of all, customer experience management is about a company delivering the optimal experience during an interaction. For example, during a conversation the contact center should ensure that the agent’s responses are appropriate to the context of the overall customer relationship and are personalized. The same should be true for a customer’s visits to the Web site, during chat sessions and in...

Topics: Customer Experience, CEM, ResponseTek, Uncategorized