ISG Software Research Analyst Perspectives

Digital Business Market Agenda for 2024: Intelligence-Driven Engagement

Posted by Mark Smith on 06 February 2024

With Ventana Research’s 2024 Digital Business Market Agenda, we continue the guidance we have offered for two decades to help enterprises derive maximum value from digital business technology investments. Through our market research and expertise, we identify trends and best practices and share insights on how to achieve technological effectiveness, particularly in key processes and systems to... Read More

Topics: Performance Management, Experience Management, Digital Communications, Digital Applications, Sustainability and ESG, Digital Intelligence

Digital Business Market Agenda for 2023: Effectiveness and Engagement

Posted by Mark Smith on 25 January 2023

With Ventana Research’s 2023 Market Agenda, we continue the guidance we’ve offered for two decades to help organizations derive maximum value from digital business technology investments. Through our market research and expertise, we identify trends and best practices and share insights on how to achieve technological effectiveness, particularly in key processes and systems to engage the... Read More

Topics: Performance Management, Business Continuity, Digital transformation, Experience Management, Digital Communications, Sustainability and ESG

Digital Business Market Agenda for 2022: Resilience and Readiness

Posted by Mark Smith on 28 January 2022

With the announcement of Ventana Research’s 2022 Market Agenda, our expertise in Digital Business continues to advance the market need for effective investments into technology, and I will outline here the key areas of focus to provide insights to organizations that can increase their organizational resilience and workforce readiness. We are proud to provide expertise on ensuring technological... Read More

Topics: Performance Management, Business Continuity, Governance, Risk & Compliance (GRC), Digital transformation, Experience Management, Digital Communications

Automating Workflows for a Better Customer Experience

Posted by Keith Dawson on 01 December 2021

Any organization that relies heavily on a large labor force looks to automation to reduce costs, and contact centers are no exception. They handle interactions at such large scale that almost any effort to automate some part of the process can deliver measurable efficiencies. Two factors have ratcheted up attention on automating customer experience workflows: the dramatic expansion of digital... Read More

Topics: Customer Experience, Voice of the Customer, Analytics, Data Integration, Contact Center, Data, agent management, data operations, Experience Management, AI and Machine Learning

NICE CXi Is a Pivot to the Post-Contact Center World

Posted by Keith Dawson on 04 November 2021

When NICE acquired inContact in 2016, it began a transformation that saw it broaden its product offering and positioned itself to play a larger role in the contact center and customer experience industries. It was a prescient move, creating a firm that could supply end-to-end contact center functionality in the cloud. And it anticipated today’s market dynamic, in which NICE and its competitors... Read More

Topics: Customer Experience, Voice of the Customer, Business Continuity, Analytics, Contact Center, Data, Digital transformation, agent management, Experience Management, AI and Machine Learning

Digital Communication Platforms Enable Better Work and Customer Experiences

Posted by Mark Smith on 30 October 2021

The age of digital communication platforms is upon us. The need has never been greater for an open and secure platform that satisfies the demand for enterprise-grade business and technology requirements. Overcoming today’s technology challenges is possible with a next-generation cloud-based delivery model that is both extensible and reliable. Organizations considering a digital communication... Read More

Topics: Customer Experience, Business Continuity, Contact Center, Digital transformation, Experience Management, Digital Communications

The Digital Awakening of Business Process Intelligence

Posted by Mark Smith on 21 October 2021

The work environment today demands that your organization advances the efficiency to execute business processes for continuous operations to have a positive impact on business performance. The capability to be responsive to any range of minor to disruptive business events is required to support business continuity and level of organizational readiness to meet the needs of digital business.... Read More

Topics: Customer Experience, Voice of the Customer, embedded analytics, Analytics, Business Intelligence, Cloud Computing, Contact Center, Data, Digital Technology, Operations & Supply Chain, Enterprise Resource Planning, Digital transformation, natural language processing, continuous supply chain, agent management, Process Mining, Streaming Analytics, Experience Management, AI and Machine Learning

Strategic Planning for Performance Management

Posted by Mark Smith on 12 October 2021

Strategic planning has always been difficult. But it is even more so in this age of rapid digital transformation and the pressure of business continuity, which has introduced disruptive changes. What’s needed, ironically, is a methodical approach to how an organization manages strategic planning to allow for beneficial disruption that is not avoidable, balancing finance and operations, engaging... Read More

Topics: Performance Management, Business Continuity, Digital transformation, Experience Management, Digital Communications

Digital Business Market Agenda for 2021 and Beyond

Posted by Mark Smith on 24 February 2021

With the announcement of Ventana Research market agenda, a new expertise in Digital Business has been launched, I will outline the areas of focus that provide insights to organizations that can be used to optimize technology, increase agility and organizational readiness. We are proud to provide expertise on digital effectiveness through our research and insights on trends and best practices.... Read More

Topics: Performance Management, Governance, Business Continuity, Risk, Digital transformation, Experience Management, Digital Communications