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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... Read More

Topics: Customer Experience, Contact Center, Digital Technology, natural language processing, Conversational Computing, agent management, AI and Machine Learning

PTC Brings Innovation to Product Experiences

Posted by Mark Smith on 21 December 2020
Augmented reality (AR) is a critical component of digital technology. The role of AR is to virtualize the visualization and engagement of assets and products with information that can enhance the value of it for many purposes including manufacturing, marketing, sales and service. Consider how manufacturing and field service organizations are starting to use AR technology for hands-free call-up of... Read More

Topics: Sales, Business Continuity, Internet of Things, Business Planning, Digital Technology, Operations & Supply Chain, Digital transformation, mobile computing, extended reality

Molecula Earns Ventana Research 13th Digital Innovation Award for Data

Posted by Mark Smith on 20 November 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... Read More

Topics: Analytics, Collaboration, Data Governance, Data Lake, Data Preparation, IOT, Data, Information Management (IM), Digital Technology, blockchain, Conversational Computing, collaborative computing, mobile computing, extended reality, AI and Machine Learning

ShipChain Earns our 13th Digital Innovation Award for Operations and Supply Chain

Posted by Mark Smith on 17 November 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... Read More

Topics: Continuous Planning, Data, Digital Technology, Operations & Supply Chain, Enterprise Resource Planning, blockchain, continuous supply chain

Diving Deeper into the Data Lake

Posted by David Menninger on 13 November 2020
A data lake is a centralized repository designed to house big data in structured, semi-structured and unstructured form. I have been covering the data lake topic for several years and encourage you to check out an earlier perspective called Data Lakes: Safe Way to Swim in Big Data? for background. Our data lake research has uncovered some points to consider in your efforts, and I’d like to offer... Read More

Topics: Data Governance, Data Lake, Information Management, Data, Digital Technology

Why Collaboration Matters in Analytic Processes

Posted by David Menninger on 29 October 2020
Every organization performing analytics with multiple employees needs to collaborate. They should be collaborating in the analytics process and in communicating the results of those analyses. As I continue my evaluation of analytics and data vendors, I have to admit some disappointment at the level of collaborative capabilities some analytics vendors provide. To be fair, the level of capabilities... Read More

Topics: business intelligence, Analytics, Collaboration, Data Governance, Data Preparation, Information Management, Data, Digital Technology, collaborative computing

Oracle Day by Day earns our 13th Digital Innovation Award for Analytics

Posted by Mark Smith on 23 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... Read More

Topics: embedded analytics, Analytics, Business Intelligence, Collaboration, Digital Technology, natural language processing, Conversational Computing, collaborative computing, mobile computing, AI and Machine Learning

Varicent: Symon.AI earns our 13th Digital Innovation Award for Office of Sales

Posted by Mark Smith on 15 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... Read More

Topics: Sales, Marketing, embedded analytics, Analytics, Sales Performance Management, Digital Technology, intelligent marketing, sales enablement, AI and Machine Learning

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... Read More

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... Read More

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... Read More

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 to Lead Office of Sales

Posted by Stephen Hurrell on 21 August 2020
I’m very excited to announce to my network as well as the ever-expanding Ventana Research community that I’m now directing Ventana Research’s Office of Sales practice. The focus is to guide and educate sales and business professionals on the selling applications and technology including digital commerce, price and revenue management, product information management, sales enablement, sales... Read More

Topics: Sales, embedded analytics, Analytics, Business Intelligence, Collaboration, Data, Product Information Management, Sales Performance Management, Price and Revenue Management, Digital Technology, Work and Resource Management, Conversational Computing, collaborative computing, mobile computing, intelligent sales, sales enablement, AI and Machine Learning

The Business Continuity Imperative: The Workforce Experience and Human Capital Management in 2020 and Beyond

Posted by Mark Smith on 12 July 2020
The workforce is an essential part of an organization’s overall business potential because it ensures continuous operations, even in black-swan events. The workforce is the core of the organization and should get the attention it deserves. In challenging times, a “customer-first” mentality tends to take hold — this is not unreasonable but in focusing on satisfying customers and opportunities,... Read More

Topics: Sales, Customer Experience, Human Capital Management, Office of Finance, Voice of the Customer, Continuous Planning, Business Continuity, Analytics, Business Planning, Workforce Analytics, Workforce Management, Digital Technology, Operations & Supply Chain, Robotic Process Automation, employee experience, Conversational Computing, collaborative computing, mobile computing, agent management, People Analytics, AI and Machine Learning

The Business Continuity Imperative: Analytics and Data for Engaging Digital Experiences in 2020 and Beyond

Posted by Mark Smith on 05 July 2020
Analytics and data provide visibility into an organization’s past, present and potential performance. However, not all organizations are using analytics that provide timely insights — insights that not just reflect what happen but direct a successful course for the future. Demand for personalized and relevant insight only intensifies in a black-swan event. To maintain business continuity in times... Read More

Topics: business intelligence, embedded analytics, Analytics, Business Intelligence, Collaboration, Internet of Things, Data, Digital Technology, natural language processing, Conversational Computing, AI and Machine Learning

The Business Continuity Imperative: The Digital Experience in Marketing for 2020 and Beyond

Posted by Mark Smith on 28 June 2020
Marketing is inextricably linked to business success, and digital technology is essential to an organization’s overall marketing potential because it generates interest and brand awareness. In a black-swan event, the marketing department often is overwhelmed by short-term demands, so in these situations it’s of the essence that digital transformation gets the attention it deserves. In challenging... Read More

Topics: Sales, Customer Experience, Marketing, Office of Finance, Voice of the Customer, Analytics, Data, Product Information Management, Digital Technology, Operations & Supply Chain, Conversational Computing

Modernizing PIM for Product Experience Management

Posted by Mark Smith on 25 June 2020
Today’s businesses must manage a continually expanding array of data, content and digital assets as well as satisfy the demands of consumers for comprehensive product information. Addressing these challenges requires unified processes and automated systems and, most importantly, the ability to augment and enrich product information. Our earlier PIM research found that more than half (52%) of... Read More

Topics: Sales, Customer Experience, Marketing, PIM, Digital Technology, Operations & Supply Chain, Intelligent CX, product experience management, PXM

The Business Continuity Imperative: The Agent and Customer with Contact Centers in 2020 and Beyond

Posted by ISG Research on 21 June 2020
Contact centers play a substantial role in an organization’s success. The customer journey is engaged here, at each moment of interaction. Agents, whether human or machine-driven, are intrinsic to the customer experience and the value of the contact center. Customers are essential to an organizations’ overall business potential because they generate revenue. In a black-swan event, demand for... Read More

Topics: Sales, Customer Experience, Marketing, Office of Finance, Voice of the Customer, Analytics, Data, Product Information Management, Digital Technology, Operations & Supply Chain, Conversational Computing

The Business Continuity Imperative: The Subscriber Experience and Subscription Management in 2020 and Beyond

Posted by Mark Smith on 14 June 2020
Subscriptions are the future of business. Subscribers are essential to an organization’s overall business potential because they generate recurring revenue. In a black-swan event, demand for a subscription may spike or dip, so in these situations it’s of the essence that subscriptions get the attention they deserve. In challenging times, a “subscriber-first” mentality tends to take hold — this is... Read More

Topics: Sales, Customer Experience, Marketing, Office of Finance, Voice of the Customer, Analytics, Data, Product Information Management, Digital Technology, Operations & Supply Chain, Subscription Billing, Conversational Computing, Subscription Management, Subscriber Experience

The Business Continuity Imperative: The Partner Experience and Channel Performance Agenda

Posted by Mark Smith on 10 June 2020
Partners play a key role in the revenue and growth of every organization. Whether channel selling is in assistance to internal sales or independent, what happens in partnering has ramifications that are simply too important to underestimate. The imperative to maintain business continuity with channel partners becomes painfully clear in a global pandemic, and that imperative demands that... Read More

Topics: Sales, Customer Experience, Human Capital Management, Marketing, Office of Finance, Voice of the Customer, Analytics, Internet of Things, Data, Digital Technology, Operations & Supply Chain, Conversational Computing, partner management, Partner Experience

The Business Continuity Imperative: The Product Experience for Buyer and Customer Delight in 2020 and Beyond

Posted by Mark Smith on 31 May 2020
Products and services are the foundation of every organization, regardless of its industry or size. Products are essential to an organization’s overall business health because they generate revenue and engage buyers and customers. In a black-swan event, demand for a product may spike or dip, so in these situations it’s of the essence that products get the attention they deserve as they are... Read More

Topics: Sales, Customer Experience, Marketing, Office of Finance, Voice of the Customer, Analytics, Data, Product Information Management, Digital Technology, Operations & Supply Chain, Conversational Computing, product experience management

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