One of the first applications I learned about in the contact center market was customer relationship management (CRM). The core capabilities of a CRM system were to manage customer data, marketing campaigns, sales opportunities and service requests. Vendors also touted them as the source for a comprehensive “360 degree” view of the customer, which they could never actually deliver because they did not include customer financial data, interaction histories or customer sentiment in the form of feedback. In any case CRM applications became integral to contact centers as a source of information to answer customer queries, but in reality they did little to actually manage the customer relationship, which was a factor in why they gained a bad reputation. Over time, many vendors adopted a different approach and broke the CRM category into marketing, sales and service clouds, which although they include additional capabilities basically do the same thing, with one big drawback – customer data is managed in three different systems, reducing the availability of a single source of customer data even further.
Topics: Customer Analytics, Customer Engagement, Customer Experience, Contact Center, Digital Commerce
Senior finance executives and finance organizations that want to improve their performance must recognize the value of technology as a key tool for doing high-quality work. Consider how poorly your organization would perform if it had to operate using 25-year-old software and hardware. Having the latest technology isn’t always necessary, but it’s important for executives to understand that technology shapes a finance organization’s ability to improve its overall effectiveness.
Topics: Big Data, Data Science, Mobile, Human Capital Management, Mobile Technology, Office of Finance, Continuous Planning, Analytics, Business Intelligence, Cloud Computing, Collaboration, Financial Performance Management, Price and Revenue Management, Inventory Optimization, Operations & Supply Chain, Enterprise Resource Planning, Sales and Operations Planning, Machine Learning and Cognitive Computing, ERP and Continuous Accounting
Big data has become an integral part of information management. Nearly all organizations have some need to access big data sources and produce actionable information for decision-makers. Recognizing this connection, we merged these two topics when we put together our recently published research agendas for 2017. As we plan our research, we focus on current technologies and how they can be used to improve an organization’s performance. We then share those results with our readers.
Topics: Big Data, Data Science, Analytics, Data Governance, Data Integration, Data Preparation, Information Management, Internet of Things, Machine Learning and Cognitive Computing, Machine Learning Digital Technology
In 2016 Ventana Research saw a significant shift in the customer engagement and contact center software markets. Our benchmark research into the next-generation contact center in the cloud shows that for 70 percent of companies, customer experience is and will be an important way of competing; the largest growth in ways of competing is to introduce digital self-service, which will increase by 12 percent. To support those changes, organizations have introduced more channels of engagement, to the extent that our research shows the average has grown to eight channels. Our benchmark research into next-generation customer engagement shows that in nearly half (47%) of organizations these channels are managed as silos, which indicates that most organizations still operate multiple channels rather than supporting omnichannel engagement. The next-generation contact center research confirms that customer engagement is an enterprise-wide issue but one-third (33%) of companies struggle to provide consistent responses across touch points.
Topics: Mobile, Customer Analytics, Customer Engagement, Customer Experience, Office of Finance, Analytics, Cloud Computing, Collaboration, Customer Service, Internet of Things, Contact Center
Ventana Research analysts recently published our research agendas for 2017. As we put together these plans we think about the forces that are shaping the markets that we cover and then craft agendas that study these issues to provide insights for our community. I’ve been working in the business intelligence (BI) and analytics market for nearly 25 years, and throughout that time the industry has been trying to make analytics useful to increasingly wider audiences. That focus continues to today. Better search and presentation methods, including visual discovery and natural-language processing, are promising ways to engage more users. We also see organizations supporting their users in specific functional roles with relevant and accessible analytics. My colleagues examine these issues as part of their agendas in the Office of Finance, Sales, Marketing, Customer Experience, Operations and Supply Chain, and Human Capital Management. While their agendas include analytics within specific domains, my own research focuses on a range of analytics issues across domains including cloud computing, mobility, collaboration, data science and the Internet of Things.
Topics: Big Data, Data Science, Mobile Technology, Analytics, Business Intelligence, Cloud Computing, Collaboration, Internet of Things, Machine Learning and Cognitive Computing, Machine Learning Digital Technology
I’ve long advocated the use of effective technology in the tax function, especially for organizations that operate in multiple jurisdictions or have complex legal structures manage direct tax provision and analysis using outdated or inappropriate tools. Our Office of Finance benchmark research reveals that most organizations use spreadsheets to manage their tax provision and analysis: Half (52%) rely solely on spreadsheets, and another 38 percent mainly use them. I recommend to corporations that operate in multiple countries and that have even a moderately complex legal entity structure that they consider establishing what I call a tax data warehouse of record.
Topics: Big Data, Office of Finance, Continuous Planning, Analytics, Financial Performance Management, ERP and Continuous Accounting
NICE is a longstanding provider of contact center systems. At the beginning of 2016 NICE acquired Nexidia, a provider of customer analytics, which raised questions about the future of the acquired company, its products and its customers. During a recent briefing SVP of product management Larry Skowronek discussed these issues. Nexidia now trades as “a NICE analytics company,” which is unusual because previous NICE acquisitions have been absorbed into the overall company and the brand effectively lost. This arrangement, Skowronek said, gives the company the benefit of retaining the Nexidia brand while taking advantage of the scale, financial strength and market presence of NICE. Several of Nexidia’s longstanding customers have remained customers and are benefiting from new developments and access to the wider NICE portfolio. The company also has a series of new wins, both as a result of direct efforts by its own staff and joint actions with NICE.