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The Opportunity for CX is Beyond Your Contact Center

Posted by Keith Dawson on 26 January 2021
The contact center has long represented the starting point for customer experience initiatives. Now, however, most organizations are finding that they need to invest beyond this singular point of engagement. When organizations look at customer experience holistically, they see the need to incorporate the perspectives of people in other departments and channels of customer engagement. These... Read More

Topics: Sales, Customer Experience, Marketing, Contact Center

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... Read More

Topics: Customer Experience, Marketing, Analytics, Business Intelligence, Contact Center, Data, Digital Marketing, Digital Commerce, intelligent marketing, AI and Machine Learning

Reltio Connected Customer 360 earns our 13th Digital Innovation Award for Marketing

Posted by Mark Smith on 21 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, Marketing, Digital Marketing, Digital Commerce

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

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

OneStream Wins Our Innovation Award in Office of Finance with Analytic Blend

Posted by Robert Kugel on 13 August 2020
One of the challenges of being a practically minded technology analyst is squaring the importance of “the next big thing” with the reality of what most organizations are doing. For decades it’s been the case that “the next big thing” in the world of information technology is easily several years ahead of where most organizations are in their use of technology. And before most organizations can... Read More

Topics: Human Capital Management, Marketing, Office of Finance, Analytics, Business Intelligence, Sales Performance Management, Financial Performance Management, Price and Revenue Management, Digital Marketing, Work and Resource Management, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, ERP and Continuous Accounting, robotic finance, Predictive Planning, revenue and lease accounting, Subscription Management, intelligent sales, AI and Machine Learning

The Business Continuity Imperative: Price and Revenue Management for Resilience in 2020 and Beyond

Posted by Mark Smith on 02 August 2020
Economic dynamics and market pressures during a black-swan event can wreak havoc on efforts to effectively manage revenue operations and pricing for business continuity. For many organizations, environmental changes disrupt the methods by which these essential business processes are managed can be disrupted, damaging the revenue streams that create profitability. The array of pricing strategies... Read More

Topics: Sales, Customer Experience, Human Capital Management, Marketing, Analytics, Business Intelligence, Collaboration, Internet of Things, Data, Product Information Management, Sales Performance Management, Workforce Management, Workforce Planning, Price and Revenue Management, Total Compensation Management, Conversational Computing

The Business Continuity Imperative: Experience Management across Business for Organizational Effectiveness in 2020 and Beyond

Posted by Mark Smith on 26 July 2020
Over the past several months, I have discussed a wide range of topics that organizations must consider and appropriately prioritize to maintain business continuity during periods of upheaval. But sometimes it’s important to take a step back and reflect on a critical and recurring theme: experiences. The array of experiences across the workforce and business processes both inside and outside of... Read More

Topics: Sales, Customer Experience, Human Capital Management, Marketing, Office of Finance, Analytics, Business Intelligence, Collaboration, Internet of Things, Data, Sales Performance Management, Workforce Management, Workforce Planning, Operations & Supply Chain, Total Compensation Management, Conversational Computing

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

The Business Continuity Imperative: The Supplier Relationship and Experience

Posted by Mark Smith on 10 May 2020
Suppliers play a critical role in supporting the operations and processes of every organization. Whether direct or indirect, an organization’s relationship with its suppliers has ramifications that are perilous to underestimate. The imperative to maintain business continuity becomes painfully clear in a global pandemic, and that imperative demands that organizations cultivate excellent supplier... 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

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. Gaining and... Read More

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

The Business Continuity Imperative: Digital Innovation for Optimal Experiences in 2020 and Beyond

Posted by Mark Smith on 19 April 2020
At Ventana Research we’re familiar with the need for digital transformation as we have been researching and providing education on this topic for almost two decades. And recent global challenges make even clearer the sea change at hand: digital innovation is essential for not only success, but survival. Business continuity during a pandemic, natural disaster, cyber event or geopolitical situation... Read More

Topics: Sales, Customer Experience, HCM, Marketing, Office of Finance, Business Continuity, Analytics, Digital Technology

Embrace Your Customers and Buyers with Digital Value

Posted by Mark Smith on 02 April 2020
I would like to share some of my thoughts on COVID-19 and the challenges organizations are facing as they strive for business continuity and digital engagement with customers and buyers. As the global and US numbers get worse by the day, the pandemic is impacting life as we knew it and also leaves people (many in new forms of isolation) yearning for a bit of normalcy during these strange times.... Read More

Topics: Sales, Marketing, Digital Technology, Digital Marketing, Digital Commerce

The Potential of Marketing in 2020: Ventana Research Agenda

Posted by Mark Smith on 27 February 2020
Ventana Research recently announced its 2020 research agenda for marketing, continuing the guidance we’ve offered for nearly two decades to help organizations derive optimal value from business technology and improve outcomes. Chief Marketing Officers are under pressure to spearhead technology investments that help better align marketing experiences with their brand and to optimize consumer... Read More

Topics: Marketing, Voice of the Customer, Product Information Management, Digital Marketing, Digital Commerce, intelligent marketing

The Promise and Perils of a Platform Strategy

Posted by Robert Kugel on 06 August 2019
“Platform,” as used in the world of technology, originally referred to an operating system on which one could construct software applications. More recently, its usage has been expanded to apply to two types of business models. One enables third parties to create products and services that are complementary to a company’s core technology. For instance, both Apple and Salesforce have attracted a... Read More

Topics: Human Capital Management, Marketing, Office of Finance, Voice of the Customer, Continuous Planning, Information Management, Internet of Things, Workforce Management, Financial Performance Management, Price and Revenue Management, Digital Marketing, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, ERP and Continuous Accounting, robotic finance, Predictive Planning, revenue and lease accounting, collaborative computing, mobile computing, Subscription Management

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