Keith Dawson's Analyst Perspectives

Uniphore Automates Intelligent Conversations

Posted by Keith Dawson on Sep 16, 2021 4:00:00 AM

Customer support operations increasingly rely on automation and complex workflow processes to reduce costs and improve experiences. Automation also allows organizations to make their service processes richer, incorporating information and staff from back offices, for example, or embedding conversational tools into contact center processes.

Read More

Topics: Customer Experience, embedded analytics, Analytics, Contact Center, natural language processing, AI and Machine Learning, agent management, Customer Experience Management, Field Service, Process Mining, Streaming Analytics, customer service and support

Dialpad Stresses the Unity of UCaaS and CCaaS

Posted by Keith Dawson on Aug 25, 2021 3:00:00 AM

Dialpad provides contact center and business phone services, a market that is in transition due to a convergence of technologies and business conditions.

Read More

Topics: Customer Experience, Voice of the Customer, Analytics, Collaboration, Contact Center, natural language processing, agent management, AI & Machine Learning

Reltio Earns Marketing Digital Innovation Award for 2021

Posted by Keith Dawson on Aug 12, 2021 3:00:00 AM

The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications, as well as technology that contributes significantly to the improved processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations to advance business and IT.

Read More

Topics: Marketing, Voice of the Customer, Collaboration, Data Governance, Data Preparation, Information Management, Data, Product Information Management, Digital Marketing, Digital Commerce, blockchain, data lakes, intelligent marketing, Conversational Marketing

Field Service Transformation for CX Differentiation

Posted by Keith Dawson on Aug 10, 2021 3:00:00 AM

Field service is one element of the service-delivery process that an organization must get right or risk alienating important customers and causing friction in the relationship. The customer experience is directly affected by the timeliness, speed and accuracy of on-site work. Consequences of poor performance can hurt revenue, particularly in B2B situations where failures may cause expensive shutdowns or delays in conducting business.

Read More

Topics: Customer Experience, Marketing, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, subscription management, agent management

ServiceNow Earns Customer Experience Digital Innovation Award for 2021

Posted by Keith Dawson on Aug 6, 2021 3:00:00 AM

The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications, as well as technology that contributes significantly to the improved processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations to advance business and IT.

Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, Product Information Management, Digital Commerce, subscription management, agent management

Are DXPs Really Needed in a CX World?

Posted by Keith Dawson on Jul 20, 2021 10:19:19 AM

Customer experience (CX) tools are going through a transition, from piecemeal applications designed to solve narrowly defined problems, to broader suites with integrated functionality. This is occurring along multiple fronts in CX. Software for managing inbound interactions and customer issues is being gathered into CX suites sometimes described as Customer Experience Management (CEM). On the marketing side, the phenomenon is seen in the creation of Digital Experience Platforms (DXPs).

Read More

Topics: Customer Experience, Marketing, Voice of the Customer, Product Information Management, Digital Marketing, Digital Commerce, intelligent marketing, Conversational Marketing

ServiceNow Brings Customer Workflows with Automation and Intelligence

Posted by Keith Dawson on Jul 20, 2021 3:00:00 AM

Customer Service & Support (CSS) is a software segment that provides tools for tracking and resolving customer problems, primarily through contact centers. The segment has been mature for decades but today is reinvigorated by a new emphasis on workflows and automation. Vendors, like ServiceNow, have been innovative in developing new technologies for managing self-service and field service, and providing agents with contextually relevant information during interactions. The new technologies brought to bear on this include artificial intelligence (AI) for knowledge search and delivery; agent assist and guidance tools; and SMS-centric customer messaging.

Read More

Topics: Customer Experience, Voice of the Customer, Analytics, Contact Center, Product Information Management, Digital Commerce, AI and Machine Learning, subscription management, agent management

CX Suites Focus on Managing Customer Experiences

Posted by Keith Dawson on Jul 14, 2021 3:00:00 AM

When we speak of the “customer experience,” we are really referring to the results of a broad spectrum of activities that collectively we describe as a journey or a lifecycle. In the past, how we spoke about customers was largely determined by the limited view of what transpired during short, contact center interactions. Customer experience (CX) evolved as a way to incorporate more facets of behavior into an assessment of the customer’s ultimate value and intent than is possible by looking only at an isolated interaction.

Read More

Topics: Customer Experience, Marketing, Voice of the Customer, Contact Center, Product Information Management, Digital Marketing, Digital Commerce, subscription management, agent management, intelligent marketing, Conversational Marketing

Twilio is Vendor of Merit in Contact Center in the Cloud Value Index

Posted by Keith Dawson on Jul 8, 2021 3:00:00 AM

We are happy to share some insights about Twilio drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

Amazon has Merit in the Contact Center in the Cloud Value Index

Posted by Keith Dawson on Jul 7, 2021 3:00:00 AM

We are happy to share some insights about Amazon drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management