Ventana Research Analyst Perspectives

About the Analyst

Richard Snow

Richard leads Ventana Research’s Customer and Contact Center Performance Management research practice, which is dedicated to helping organizations improve the efficiency and effectiveness of managing their customers, throughout their lifetime and across all touch points, including the contact center. He conducts research exploring the people, process, information and technology issues behind customer operations management, contact center management, and customer experience management. He also works with senior business operations and IT managers to ensure that companies get the best performance from today’s highly complex application products. Richard has worked in management and consulting leadership positions in the technology industry including with Price Waterhouse, Sema Group and Valors. In his work, he has been involved with all aspects of delivering highly complex IT solutions to a variety of clients in the telecommunications, financial services and public sectors. Richard has specialized in delivering customer care and billing solutions for telecommunications operators, and several multi-channel contact centers for organizations in both the public and private sectors.

Recent Posts

NICE Brings Employee Engagement to Enhance Customer Experience

Posted by Richard Snow on Dec 6, 2017 5:52:51 AM

2017 has been a year of major changes in the contact center market. There have been more acquisitions than in any year I can remember. There have also been more partnerships announced, which have at least in part been enabled by the advance of cloud-based systems. The move to the cloud has continued apace, along with the addition of new capabilities that allow employees to access systems from mobile devices. Vendors have of course announced many updates to existing systems, as well as exciting new developments around technologies such as video, collaboration, artificial intelligence, machine learning, predictive analysis and bots. Moreover, several new vendors have popped out of the woodwork with innovative new products.

Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Service, Contact Center, Omnichannel, Workforce Optimization

Why All the Fuss about Customer Journey Maps?

Posted by Richard Snow on Oct 20, 2017 9:23:18 AM

A few years ago, we carried out benchmark research into customer service best practices. A key element of the research was to compare the approaches of the nearly three-fifths (58%) of organizations that described themselves as very customer-focused and the remaining two-fifths (42%) that are not so focused on their customers.

Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Service, Contact Center, Customer Journey Maps, Digital transformation

Zuora Maximizes Potential of Subscription Billing Portfolio

Posted by Richard Snow on Oct 12, 2017 8:59:00 AM

At the recent Zuora Subscribed17 London event, Founder and CEO Tien Tzuo took about 10 minutes to demonstrate that over the last 12 months the subscription economy has grown considerably and assert that Zuora is committed to supporting organizations that make the transition to such a business model. The numbers Tzuo presented were impressive but more striking still was the understanding that emerged during the event and at a lunch for analysts of the nature of the transition companies are going through: software companies moving from on-premises to cloud-based models, a major industrial vehicles-for-hire company moving from renting out machines to providing subscription-based services so the organization hiring the vehicles knows exactly what the machines are up to and how to get best value out of them, a car manufacturer moving to renting cars on a subscription basis based on miles driven, a utility company increasingly automating people’s homes, and a real estate firm providing access to legal advice and mortgage experts as needed.

Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Billing and Recurring Revenue, Digital transformation

Verint Desktop Provides Omnichannel Customer Experience

Posted by Richard Snow on Oct 1, 2017 9:43:43 AM

A lot is being written and said about the omnichannel customer experience and the role contact center agents play in providing such experiences. From the customer’s perspective, I think it boils down to four things: that the interaction is easy, personal to them, within the context of the relationship and previous interactions, and consistent no matter with whom or what technology they interact. From the agent or user’s perspective, it should be easy to find the information needed to resolve the interaction to the customer’s satisfaction, and he or she must be empowered to resolve any issues that arise.

Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Service, Contact Center, Omnichannel, Robotic Process Automation, Workforce Optimization

Five9 Launches Global Engagement Center

Posted by Richard Snow on Sep 3, 2017 10:01:00 AM

Our benchmark research into next-generation customer engagement shows the telephone is far from dead as a channel of customer engagement. Although the research shows other channels are likely to grow more quickly over the next two years, nearly half (46%) of organizations said they expect to see significant or some growth in the volume of calls they need to handle. So, as well as supporting additional digital channels of engagement, organizations must ensure the way they handle calls meets customer expectations. Primarily this means that there are no delays, voice quality is good and customers get consistent responses no matter who they engage with.

Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Service, Contact Center, Omnichannel, Workforce Optimization, Revenue