With the announcement of Ventana Research’s 2022 Market Agenda, our expertise in Digital Business continues to advance the market need for effective investments into technology, and I will outline here the key areas of focus to provide insights to organizations that can increase their organizational resilience and workforce readiness. We are proud to provide expertise on ensuring technological effectiveness through our market research and experience in providing guidance on trends and best practices.
Topics: Performance Management, Business Continuity, Governance, Risk & Compliance (GRC), Digital transformation, Digital Business, Digital Security, Digital Communications, Sustainability Management, Work Management, Experience Management
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.
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
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.
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
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.
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.
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