ISG Software Research Analyst Perspectives

Talkdesk: CX Cloud earns our 13th Digital Innovation Award for Customer Experience

Posted by Mark Smith on 13 October 2020

The annual Ventana Research Digital Innovation Awards showcases advances in the productivity and potential of business applications, as well as technology that contributes significantly to improved efficiency and productivity in the processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy innovations in technology that advance...

Topics: Customer Experience, Voice of the Customer, Contact Center, Digital Technology, Digital Commerce, Conversational Computing, collaborative computing, agent management

8x8: Open Communications Platform earns our 13th Digital Innovation Award for Digital Technology

Posted by Mark Smith on 09 October 2020

The annual Ventana Research Digital Innovation Awards showcases advances in the productivity and potential of business applications, as well as technology that contributes significantly to improved efficiency and productivity in the processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations that advance...

Topics: Customer Experience, Human Capital Management, Marketing, Analytics, Internet of Things, Contact Center, Data, Digital Technology, Digital Commerce, Operations & Supply Chain, blockchain, employee experience, candidate engagement, Conversational Computing, collaborative computing, mobile computing, agent management, extended reality, business digital commerce, work experience management, AI and Machine Learning

ServiceNow: Now Platform earns our Overall Digital Innovation Award

Posted by Mark Smith on 06 October 2020

The annual Ventana Research Digital Innovation Awards showcases advances in the productivity and potential of business applications, as well as technology that contributes significantly to improved efficiency and productivity in the processes and the performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations that advance...

Topics: Customer Experience, Human Capital Management, Office of Finance, Contact Center, Workforce Management, Digital Technology, Operations & Supply Chain, Enterprise Resource Planning, ERP and Continuous Accounting, robotic finance, employee experience, continuous supply chain, agent management, work experience management

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...

Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, Subscription Management, agent management

Zuora and Subscription Management: Suite and Platform to Address Digital Business

Posted by Stephen Hurrell on 28 September 2020

The last decade has seen exponential growth amongst subscription-based business models. Pioneered in the B2C market with cloud-based SaaS offerings, the last decade has seen exponential growth in the share of the economy that is now subscription based. Increasingly, this modern business model is permeating throughout more traditional style industries and companies. But regardless of whether a...

Topics: Sales, Customer Experience, Office of Finance, Voice of the Customer, embedded analytics, Analytics, Business Intelligence, Collaboration, Internet of Things, Contact Center, Product Information Management, Price and Revenue Management, Digital Commerce, Enterprise Resource Planning, ERP and Continuous Accounting, natural language processing, robotic finance, revenue and lease accounting, Subscription Management, agent management, intelligent sales, sales enablement, AI and Machine Learning

Subscription and Usage Management Technology Needs for the Modern Economy

Posted by Stephen Hurrell on 11 September 2020

Subscription-based business models have seen exponential growth over the last decade. The growth of this recurring revenue business model, where a subscriber commits to repeatedly pay for a good or device for a fixed or indefinite timeline, has been caused by the shift from the one-time selling of physical products to selling digital services on a subscription basis. The first phase of this...

Topics: Sales, Customer Experience, Office of Finance, Voice of the Customer, embedded analytics, Analytics, Business Intelligence, Collaboration, Internet of Things, Contact Center, Product Information Management, Price and Revenue Management, Digital Commerce, Enterprise Resource Planning, ERP and Continuous Accounting, natural language processing, robotic finance, revenue and lease accounting, Subscription Management, agent management, intelligent sales, sales enablement, AI and Machine Learning

The Business Continuity Imperative: The Voice and Mission of Your Customer Experience

Posted by Mark Smith on 03 May 2020

Supercharging the customer experience (CX) is more than just an opportunity. It’s essential for every organization that looks to optimize engagement at every moment of the customer journey. In times such as these, when business continuity is a top priority, organizations must address the customer experience, especially if it has not been a focal point of the executive team.

Topics: Sales, Customer Experience, Human Capital Management, Marketing, Office of Finance, Voice of the Customer, Analytics, Collaboration, Data Governance, Data Preparation, Information Management, Internet of Things, Contact Center, Data, Digital Technology, Digital Commerce, Operations & Supply Chain, Intelligent CX, Conversational Computing

Incentive Solutions Shows Potential in Sales Performance Management

Posted by Mark Smith on 20 December 2019

Here are some insights on Incentive Solutions drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated Incentive Solutions and eight other...

Topics: Sales, Customer Experience, Office of Finance, Analytics, Contact Center, Data, Sales Performance Management, Financial Performance Management, Digital Technology, Digital Commerce, Predictive Planning, Conversational Computing, collaborative computing, mobile computing, Subscription Management, agent management, intelligent sales, AI and Machine Learning

NICE is a Leader in Reliability for Sales Performance Management

Posted by Mark Smith on 18 December 2019

Here are some insights on NICE drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated NICE and eight other vendors in seven categories, five...

Topics: Sales, Customer Experience, Mobile Technology, Office of Finance, Analytics, Contact Center, Data, Sales Performance Management, Financial Performance Management, Digital Technology, Digital Commerce, Predictive Planning, Conversational Computing, collaborative computing, Subscription Management, agent management, intelligent sales, AI and Machine Learning

beqom is a Value Index Leader for Manageability in Sales Performance Management

Posted by Mark Smith on 16 December 2019

Here are some insights on beqom drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated beqom and eight other vendors in seven categories,...

Topics: Sales, Customer Experience, Office of Finance, Analytics, Contact Center, Data, Sales Performance Management, Financial Performance Management, Digital Technology, Predictive Planning, Conversational Computing, collaborative computing, mobile computing, Subscription Management, agent management, intelligent sales, AI and Machine Learning

SAP Provides Mature and Balanced Sales Performance Management Offering

Posted by Mark Smith on 13 December 2019

Here are some insights on SAP drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated SAP and eight other vendors in seven categories, five...

Topics: Sales, Customer Experience, Office of Finance, Analytics, Contact Center, Data, Financial Performance Management (FPM), Sales Performance Management, Digital Technology, Digital Commerce, Predictive Planning, Conversational Computing, collaborative computing, mobile computing, Subscription Management, agent management, intelligent sales, AI and Machine Learning

Optymyze Provides Robust Platform and Sales Performance Management Suite

Posted by Mark Smith on 11 December 2019

Here are some insights on Optymyze drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated Optymyze and eight other vendors in seven...

Topics: Sales, Customer Experience, Office of Finance, Analytics, Contact Center, Data, Sales Performance Management, Financial Performance Management, Digital Technology, Digital Commerce, Predictive Planning, Conversational Computing, collaborative computing, mobile computing, Subscription Management, agent management, intelligent sales, AI and Machine Learning

Anaplan is a Value Index Leader for Validation in Sales Performance Management

Posted by Mark Smith on 09 December 2019

Here are some insights on Anaplan drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated Anaplan and eight other vendors in seven...

Topics: Sales, Customer Experience, Office of Finance, Analytics, Contact Center, Data, Sales Performance Management, Financial Performance Management, Digital Technology, Digital Commerce, Predictive Planning, Conversational Computing, collaborative computing, mobile computing, Subscription Management, agent management, intelligent sales, AI and Machine Learning

Varicent is a Value Index Leader in Sales Performance Management

Posted by Mark Smith on 06 December 2019

With the backing of Great Hill Partners and Spectrum Equity, the company Varicent Software launched on Jan. 1st, purchasing IBM’s Sales Performance Management (SPM) assets and hiring employees from IBM’s SPM group. They will join a new team that includes Varicent’s original founders and key leadership.

This set of insights is drawn from our latest Value Index research, which provides an analytic...

Topics: Sales, Customer Experience, Office of Finance, Analytics, Contact Center, Data, Sales Performance Management, Financial Performance Management, Digital Technology, Digital Commerce, Predictive Planning, Conversational Computing, collaborative computing, mobile computing, Subscription Management, agent management, intelligent sales, AI and Machine Learning

Xactly Demonstrates Strong Performance in SPM Value Index

Posted by Mark Smith on 04 December 2019

Here are some insights on Xactly drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated Xactly and eight other vendors in seven categories,...

Topics: Sales, Customer Experience, Office of Finance, Analytics, Contact Center, Data, Sales Performance Management, Financial Performance Management, Digital Technology, Digital Commerce, Predictive Planning, Conversational Computing, collaborative computing, mobile computing, Subscription Management, agent management, intelligent sales, AI and Machine Learning

Oracle Leads Sales Performance Management Value Index

Posted by Mark Smith on 02 December 2019

Here are some insights on Oracle drawn from our latest Value Index research, which provides an analytic assessment of how well vendor offerings address buyers’ requirements. The Ventana Research Value Index on Sales Performance Management 2019 is the distillation of a year of market and product research efforts by Ventana Research. We evaluated Oracle and eight other vendors in seven categories,...

Topics: Sales, Customer Experience, Contact Center, Data, Sales Performance Management, Sales Performance Management (SPM), Digital Technology, Digital Commerce, Predictive Planning, Conversational Computing, collaborative computing, mobile computing, Subscription Management, agent management, intelligent sales, AI and Machine Learning

A 360-Degree View of the Customer Journey Can Provide Customer Experience Insights

Posted by Mark Smith on 07 November 2019

For interactions with customers to go well, organizations must manage an ever-increasing array of engagement channels. Our research finds that organizations expect to see interaction volumes increase on all channels, especially digital ones such as text-based messaging, chat, mobile and social apps. Unfortunately, the systems that manage these channels are typically disparate and uncoordinated...

Topics: Customer Experience, Voice of the Customer, business intelligence, embedded analytics, Analytics, Collaboration, Data Governance, Data Preparation, Information Management, Internet of Things, Contact Center, Data, Digital Technology, Digital Commerce, blockchain, natural language processing, data lakes, Intelligent CX, Subscription Management, agent management, extended reality, AI and Machine Learning

Technology Really Does Matter for Customer Analytics

Posted by Mark Smith on 05 November 2019

Using customer analytics effectively involves several challenges. Organizations must make it a business priority, cultivate leadership and set a course for ensuring data and analytics are being processed and governed effectively. But effectiveness also requires technology that will assist in the effective operations and management of customers and help an organization achieve its goals.

Topics: Customer Experience, Voice of the Customer, embedded analytics, Analytics, Business Intelligence, Collaboration, Data Governance, Data Preparation, Information Management, Contact Center, Data, Digital Technology, Digital Commerce, blockchain, natural language processing, data lakes, Intelligent CX, Conversational Computing, collaborative computing, mobile computing, Subscription Management, agent management, extended reality, AI and Machine Learning

Identifying the Leaders in Sales Performance Management

Posted by Mark Smith on 31 October 2019

I am happy to share some insights from our latest Value Index research, which rates how well vendors’ offerings meet buyers’ requirements in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). The Ventana Research Value Index: Sales Performance Management 2019 is the...

Topics: Sales, Customer Experience, Office of Finance, Analytics, Contact Center, Data, Sales Performance Management, Financial Performance Management, Digital Technology, Digital Commerce, Predictive Planning, Conversational Computing, collaborative computing, mobile computing, Subscription Management, agent management, intelligent sales, AI and Machine Learning

Effective Customer Analytics Requires Comprehensive Data and Metrics

Posted by Mark Smith on 29 October 2019

Customer analytics have never been more important, but effectively creating and managing them is not easy. The data that’s required to achieve visibility into all customer activity involves many applications and systems and it’s a challenge to ensure the data used is accurate and consistent. Even once data is assembled, organizations often struggle to apply analytics to create the metrics that...

Topics: Customer Experience, Voice of the Customer, embedded analytics, Analytics, Business Intelligence, Collaboration, Data Governance, Data Lake, Data Preparation, Information Management, Contact Center, Data, Digital Technology, Digital Commerce, blockchain, natural language processing, Intelligent CX, Conversational Computing, collaborative computing, Subscription Management, agent management, extended reality, AI and Machine Learning