Ventana Research Analyst Perspectives

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.

Read More

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

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.

Read More

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.

Read More

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

The Digital Awakening of Business Process Intelligence

Posted by Mark Smith on Oct 21, 2021 3:00:00 AM

The work environment today demands that your organization advances the efficiency to execute business processes for continuous operations to have a positive impact on business performance. The capability to be responsive to any range of minor to disruptive business events is required to support business continuity and level of organizational readiness to meet the needs of digital business. Ventana Research asserts that in 2025, one-quarter of organizations will remain digitally ineffective in achieving the business priorities for customer-, product- and people-related processes. It is essential to eliminate bottlenecks and become an organization that places action and decision-making at is center to optimize the execution of business processes.

Read More

Topics: Customer Experience, Voice of the Customer, embedded analytics, Analytics, Business Intelligence, Cloud Computing, Contact Center, Data, Digital Technology, Operations & Supply Chain, Enterprise Resource Planning, Digital transformation, natural language processing, AI and Machine Learning, continuous supply chain, agent management, Digital Business, Experience Management, Field Service, Process Mining, Streaming Analytics

Strategic Planning for Performance Management

Posted by Mark Smith on Oct 12, 2021 3:00:00 AM

Strategic planning has always been difficult. But it is even more so in this age of rapid digital transformation and the pressure of business continuity, which has introduced disruptive changes. What’s needed, ironically, is a methodical approach to how an organization manages strategic planning to allow for beneficial disruption that is not avoidable, balancing finance and operations, engaging existing expertise and factoring in technology to ensure that new initiatives can be strategically aligned to the goals and aspirations of the organization. In essence, the essential foundation for performance management is planning that can ensure its alignment or optimization in order to reach strategic objectives.

Read More

Topics: Performance Management, Business Continuity, Digital transformation, Digital Business, Digital Security, Digital Communications, Experience Management