The contact center is still, for most businesses, where customer experience is designed, delivered and measured. And as we might expect, customer experience (CX) tools are migrating from where they started point solutions based on narrow functions into broader suites that encompass multi-departmental functions and reach across customer journeys. The goal is to provide more consistency across interactions, and to provide organizations with deeper insights into customer behavior along with control over the various moments of influence that occur along the lifecycle.
SAP Service Cloud Bridges the Contact Center and the Back Office
Posted by
Keith Dawson on Mar 4, 2021 3:00:00 AM
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Topics: Customer Experience, Marketing, Voice of the Customer, Contact Center, Digital Commerce, Enterprise Resource Planning, agent management
The Operations and Supply Chain Market Agenda for 2021: Increasing Agility and Resilience of the Supply Chain
Posted by
Robert Kugel on Feb 26, 2021 3:30:00 AM
Ventana Research recently announced its 2021 research agenda for Operations and Supply Chain, continuing the guidance we’ve offered for nearly two decades to help organizations across industries derive optimal value from business technology and improve outcomes.
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Topics: Continuous Planning, Product Information Management, Price and Revenue Management, Operations & Supply Chain, Enterprise Resource Planning, continuous supply chain, work experience management
ShipChain Earns our 13th Digital Innovation Award for Operations and Supply Chain
Posted by
Mark Smith on Nov 17, 2020 2:00:00 AM
The annual Ventana Research Digital Innovation Awards showcases advances in the productivity and potential of business applications, as well as technology that contributes significantly to improved efficiency and productivity in the processes and the performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations that advance business and IT.
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Topics: Continuous Planning, Data, Digital Technology, Operations & Supply Chain, Enterprise Resource Planning, blockchain, continuous supply chain
ServiceNow: Now Platform earns our Overall Digital Innovation Award
Posted by
Mark Smith on Oct 6, 2020 3:00:00 AM
The annual Ventana Research Digital Innovation Awards showcases advances in the productivity and potential of business applications, as well as technology that contributes significantly to improved efficiency and productivity in the processes and the performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations that advance business and IT.
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Topics: Customer Experience, Human Capital Management, Office of Finance, Contact Center, Workforce Management, Digital Technology, Operations & Supply Chain, Enterprise Resource Planning, ERP and Continuous Accounting, robotic finance, employee experience, continuous supply chain, agent management, work experience management
Zuora and Subscription Management: Suite and Platform to Address Digital Business
Posted by
Stephen Hurrell on Sep 28, 2020 3:00:00 AM
The last decade has seen exponential growth amongst subscription-based business models. Pioneered in the B2C market with cloud-based SaaS offerings, the last decade has seen exponential growth in the share of the economy that is now subscription based. Increasingly, this modern business model is permeating throughout more traditional style industries and companies. But regardless of whether a company is natively subscription based, or is transitioning, maintaining this growth requires organizations to foster long-term relationships with customers and deliver products and services that get better over time.
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Topics: Sales, Customer Experience, Office of Finance, Voice of the Customer, embedded analytics, Analytics, Business Intelligence, Collaboration, Internet of Things, Contact Center, Product Information Management, Price and Revenue Management, Digital Commerce, Enterprise Resource Planning, ERP and Continuous Accounting, natural language processing, robotic finance, AI and Machine Learning, revenue and lease accounting, subscription management, agent management, intelligent sales, sales enablement
