The technology underpinning customer experience (CX) is a hodgepodge of tools that have been developed for niche use cases and then expanded to fill broader roles. Examples include the old (CRM, help desk software and speech analytics) and the new (customer data platforms and conversational AI). This is because CX is a set of very specialized processes that happen in different parts of the enterprise, managed by people who often do not connect with peers handling related processes. Service-related activities are focused in the contact center, personalization and loyalty in marketing departments, and so forth.
Why We Need a New Definition for CX Software Platforms
Posted by
Keith Dawson on Mar 18, 2022 3:00:00 AM
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Topics: Customer Experience, Marketing, Marketing Performance Management, Voice of the Customer, Contact Center, Product Information Management, Digital Marketing, agent management, intelligent marketing, Customer Experience Management, Digital Experience Platform, Conversational Marketing, customer service and support
The 2022 Market Agenda for Marketing: A Digital Experience Revolution
Posted by
Keith Dawson on Feb 4, 2022 3:00:00 AM
Ventana Research recently announced its 2022 Market Agenda in the expertise area of Marketing, continuing the guidance we have offered for nearly two decades to help organizations derive optimal value from business technology and improve outcomes.
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Topics: Marketing, Marketing Performance Management, Product Information Management, Digital Marketing, intelligent marketing, Digital Experience Platform, Conversational Marketing
The Transformation of Account-Based Marketing for Revenue Optimization
Posted by
Keith Dawson on Sep 29, 2021 3:00:00 AM
Account-based marketing (ABM) serves as a model for how a complex manual activity can be improved and automated. That does not mean it always goes well. ABM is a practice that many B2B marketers swear by, but it can be very difficult to get a technology-enhanced ABM program up and running.
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Topics: Marketing, Marketing Performance Management, Product Information Management, Digital Marketing, intelligent marketing, Digital Experience Platform, Conversational Marketing
The Potential of Marketing in 2021: The Market Agenda
Posted by
Keith Dawson on Feb 27, 2021 5:00:00 AM
Ventana Research recently announced its 2021 market agenda in the expertise area of Marketing, continuing the guidance we have offered for nearly two decades to help organizations derive optimal value from business technology and improve outcomes.
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Topics: Marketing, Marketing Performance Management, Digital Marketing, intelligent marketing, Digital Experience Platform, Conversational Marketing
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