Ventana Research Analyst Perspectives

Customer Experience Needs Accountability with Executive Leadership

Posted by Keith Dawson on Jan 10, 2022 3:00:00 AM

The contact center is where much of customer experience management happens, but it is by no means the beginning or end of the CX story. Other departments, notably marketing and revenue, have a stake in what happens during the customer’s lifecycle. Whether it’s developing offers, orchestrating interactions or assessing behavior and intent, handling the complexity of the relationship requires a broad set of participants who are not always in alignment.

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Topics: Customer Experience, Voice of the Customer, Contact Center, Customer Experience Management

Automating Workflows for a Better Customer Experience

Posted by Keith Dawson on Dec 1, 2021 3:00:00 AM

Any organization that relies heavily on a large labor force looks to automation to reduce costs, and contact centers are no exception. They handle interactions at such large scale that almost any effort to automate some part of the process can deliver measurable efficiencies. Two factors have ratcheted up attention on automating customer experience workflows: the dramatic expansion of digital interaction channels, and the development of artificial intelligence and machine learning tools to facilitate workflow deployment.

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Topics: Customer Experience, Voice of the Customer, Analytics, Data Integration, Contact Center, Data, AI and Machine Learning, agent management, data operations, Digital Business, Experience Management, Customer Experience Management, Field Service

Vonage Buys Into Conversational Commerce With Jumper.ai

Posted by Keith Dawson on Nov 12, 2021 3:00:00 AM

When migrating their communications stacks to the cloud, many organizations come face to face with a quandary: do they emphasize the business phone system and gravitate toward a unified communications vendor? Or should they focus on the specific applications needed for running their contact centers and seek out a CCaaS vendor?

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Topics: Customer Experience, Voice of the Customer, Contact Center, AI and Machine Learning, agent management, Customer Experience Management, Field Service

NICE CXi Is a Pivot to the Post-Contact Center World

Posted by Keith Dawson on Nov 4, 2021 3:00:00 AM

When NICE acquired inContact in 2016, it began a transformation that saw it broaden its product offering and positioned itself to play a larger role in the contact center and customer experience industries. It was a prescient move, creating a firm that could supply end-to-end contact center functionality in the cloud. And it anticipated today’s market dynamic, in which NICE and its competitors are racing to define (and capitalize on) the post-contact center future.

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Topics: Customer Experience, Voice of the Customer, Business Continuity, Analytics, Contact Center, Data, Digital transformation, AI and Machine Learning, agent management, Digital Business, Experience Management, Customer Experience Management, Field Service, customer service and support

Digital Communication Platforms Enable Better Work and Customer Experiences

Posted by Mark Smith on Oct 30, 2021 3:00:00 AM

The age of digital communication platforms is upon us. The need has never been greater for an open and secure platform that satisfies the demand for enterprise-grade business and technology requirements. Overcoming today’s technology challenges is possible with a next-generation cloud-based delivery model that is both extensible and reliable. Organizations considering a digital communication platform can take decisive steps to ensure digital communications for everyone — inside, outside, everywhere, anytime, any location and on any device.

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Topics: Customer Experience, Business Continuity, Contact Center, Digital transformation, Digital Business, Digital Communications, Experience Management