Ventana Research recently announced its 2020 research agenda for analytics, continuing the guidance we’ve offered for nearly two decades to help organizations derive optimal value from their technology investments and improve business outcomes.
It’s been exciting to follow the emergence of innovative capabilities in the analytics market, but for businesses it can be challenging to stay on top of all these changes. To help, we craft our research agenda using our firm’s knowledge of technology vendors and products and our experience with and expertise on business requirements.
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Topics:
embedded analytics,
Analytics,
Business Intelligence,
Collaboration,
Internet of Things,
natural language processing,
AI and Machine Learning
For interactions with customers to go well, organizations must manage an ever-increasing array of engagement channels. Our research finds that organizations expect to see interaction volumes increase on all channels, especially digital ones such as text-based messaging, chat, mobile and social apps. Unfortunately, the systems that manage these channels are typically disparate and uncoordinated and may not use the same underlying technology. This makes it difficult for organizations to coordinate customer interactions consistently and provide the best possible customer experience.
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Topics:
Customer Experience,
Voice of the Customer,
business intelligence,
embedded analytics,
Analytics,
Collaboration,
Data Governance,
Data Preparation,
Information Management,
Internet of Things,
Contact Center,
Data,
Digital Technology,
Digital Commerce,
blockchain,
natural language processing,
data lakes,
Intelligent CX,
AI and Machine Learning,
subscription management,
agent management,
extended reality
Using customer analytics effectively involves several challenges. Organizations must make it a business priority, cultivate leadership and set a course for ensuring data and analytics are being processed and governed effectively. But effectiveness also requires technology that will assist in the effective operations and management of customers and help an organization achieve its goals.
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Topics:
Customer Experience,
Voice of the Customer,
embedded analytics,
Analytics,
Business Intelligence,
Collaboration,
Data Governance,
Data Preparation,
Information Management,
Contact Center,
Data,
Digital Technology,
Digital Commerce,
blockchain,
natural language processing,
data lakes,
Intelligent CX,
Conversational Computing,
AI and Machine Learning,
collaborative computing,
mobile computing,
subscription management,
agent management,
extended reality
Customer analytics have never been more important, but effectively creating and managing them is not easy. The data that’s required to achieve visibility into all customer activity involves many applications and systems and it’s a challenge to ensure the data used is accurate and consistent. Even once data is assembled, organizations often struggle to apply analytics to create the metrics that best represent an understanding of the past and, more importantly, the path to the future.
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Topics:
Customer Experience,
Voice of the Customer,
embedded analytics,
Analytics,
Business Intelligence,
Collaboration,
Data Governance,
Data Lake,
Data Preparation,
Information Management,
Contact Center,
Data,
Digital Technology,
Digital Commerce,
blockchain,
natural language processing,
Intelligent CX,
Conversational Computing,
AI and Machine Learning,
collaborative computing,
subscription management,
agent management,
extended reality
Today’s intense competition requires that companies know as much as they can about their customers in order to anticipate their needs and deliver a superior customer experience. However, many organizations struggle to do this well. Implementing initiatives to improve customer value across any department or process involving customers requires both in-depth visibility into current operations and excellent metrics.
Read More
Topics:
Customer Experience,
Voice of the Customer,
business intelligence,
embedded analytics,
Analytics,
Collaboration,
Data Governance,
Data Preparation,
Internet of Things,
Contact Center,
Data,
Digital Commerce,
blockchain,
natural language processing,
data lakes,
Intelligent CX,
Conversational Computing,
AI and Machine Learning,
collaborative computing,
mobile computing,
subscription management,
agent management,
extended reality
