Ventana Research Analyst Perspectives

People Analytics: A New Generation of Workforce Insights

Posted by Steve Goldberg on Dec 28, 2020 3:00:00 AM

People analytics is a specific focus in Human Capital Management (HCM) that enables organizations to have data-driven insights that optimize the impact and value of the workforce. These analytics are essential for addressing a broad scope of HCM objectives, but while reducing compliance risks and highlighting demographic trends have dominated the people analytics landscape for decades, various technology-related advances have paved the way for these data insights to become more actionable, capable of addressing strategic issues such as improving organizational agility and employee productivity.

Read More

Topics: Predictive Analytics, Workforce Analytics, HR Analytics

Intelligent Virtual Agents Are an Imperative for Digital Self-Service

Posted by Keith Dawson on Dec 22, 2020 3:00:00 AM

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 interactions because collaborating and accessing company data systems from outside the office is difficult.

Read More

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

PTC Brings Innovation to Product Experiences

Posted by Mark Smith on Dec 21, 2020 3:00:00 AM

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 service manuals using glasses so technicians can verify progress without looking away from their work.

Read More

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

Make Accounts Receivable Pay

Posted by Robert Kugel on Dec 14, 2020 3:00:00 AM

Can you imagine a more arcane and boring topic than accounts receivable? Unless you are the CFO, controller, chief accounting officer or treasurer of an organization, maybe not. Anecdotally, as it’s part of the trend to the digital transformation of all things in the department, there appears to be greater interest in this area of the Office of Finance. With populations locked down and the accounting staff unable to work in an office, the need to operate virtually has accelerated the application of technology to finance and accounting departments, which has been long overdue.

Read More

Topics: Office of Finance, Financial Performance Management, ERP and Continuous Accounting, robotic finance, AI and Machine Learning

Teradata Vantage CX: The Real Customer Data Platform

Posted by Keith Dawson on Dec 8, 2020 3:00:00 AM

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 great scale, combining the functions of a modern CDP with the analytics that makes customer data actionable.

Read More

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