Ventana Research Analyst Perspectives

Modernizing PIM for Product Experience Management

Posted by Mark Smith on Jun 25, 2020 6:00:00 AM

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 organizations have incompatible tools and almost half (48%) must cope with disparate forms of data. These are situations that lead to wasted time and inefficiency in checking for errors and reconciling data across systems.

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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 Ventana Research on Jun 21, 2020 6:00:00 AM

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 customer service may spike or dip, so in these situations it’s of the essence that agents get the attention they deserve. In challenging times, a “customer-first” mentality tends to take hold — this is natural, but in focusing on satisfying customers, business leaders too often forget that the agent experience is essential to effective customer engagement. Fulfilling this objective requires contact center technology designed for this purpose. An organization’s agility and ability to invest adequate time and resources into agents is essential for its sustainability and contact center effectiveness.

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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 Corporate Tax Management Software Imperative

Posted by Robert Kugel on Jun 19, 2020 6:00:00 AM

Recent events are forcing corporations to adopt dedicated software for tax provision, transfer pricing and tax analysis. The fiscal damage that the global pandemic is inflicting on countries is likely to result in a more aggressive tax enforcement environment. This will further pressure organizations to establish centralized control and oversight in managing income taxes in corporations. This will also require visibility into tax processes by senior executives, especially for the CFO. Dedicated software for managing tax processes provides greater control and visibility compared to desktop spreadsheets. Our Office of Finance benchmark research finds that 62% of organizations that use a dedicated tax provision application say they can effectively control tax risks compared to 33% of those that use spreadsheets.

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Topics: Office of Finance, Financial Performance Management, ERP and Continuous Accounting, tax; tax provision; transfer pricing

The Business Continuity Imperative: The Subscriber Experience and Subscription Management in 2020 and Beyond

Posted by Mark Smith on Jun 14, 2020 6:00:00 AM

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 not unreasonable but in focusing on satisfying subscribers, business leaders too often forget that the subscription experience is essential to retaining them. Fulfilling this objective requires technology designed for subscriptions. An organization’s agility and ability to invest adequate time and resources into subscriptions is essential for its sustainability and operational effectiveness.

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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 New World of Engaging Candidates

Posted by Steve Goldberg on Jun 13, 2020 6:00:00 AM

In this video I discuss strategies for effectively engaging candidates to win the war for talent, particularly “passive talent,” or those who are not seeking a new opportunity because they are likely well cared for where they are. Even in economic downturns, candidate engagement is essential for success. I also include some recommendations for assessing and optimizing a candidate engagement program and pitfalls to avoid.

AP Candidate Engagement 2020
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Topics: HCM, Talent Managment, HCM Systems, employee experience, candidate engagement