Services for Organizations

Using our research, best practices and expertise, we help you understand how to optimize your business processes using applications, information and technology. We provide advisory, education, and assessment services to rapidly identify and prioritize areas for improvement and perform vendor selection

Consulting & Strategy Sessions

Ventana On Demand

    Services for Investment Firms

    We provide guidance using our market research and expertise to significantly improve your marketing, sales and product efforts. We offer a portfolio of advisory, research, thought leadership and digital education services to help optimize market strategy, planning and execution.

    Consulting & Strategy Sessions

    Ventana On Demand

      Services for Technology Vendors

      We provide guidance using our market research and expertise to significantly improve your marketing, sales and product efforts. We offer a portfolio of advisory, research, thought leadership and digital education services to help optimize market strategy, planning and execution.

      Analyst Relations

      Demand Generation

      Product Marketing

      Market Coverage

      Request a Briefing



        Keith Dawson's Analyst Perspectives

        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

        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...

        Read More

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

        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...

        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

        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

        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

        We are happy to share some insights about Vonage 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

        We are happy to share some insights about Altitude, now part of Enghouse, 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

        We are happy to share some insights about RingCentral 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
        JOIN OUR COMMUNITY

        Our Analyst Perspective Policy

        • Ventana Research’s Analyst Perspectives are fact-based analysis and guidance on business, industry and technology vendor trends. Each Analyst Perspective presents the view of the analyst who is an established subject matter expert on new developments, business and technology trends, findings from our research, or best practice insights.

          Each is prepared and reviewed in accordance with Ventana Research’s strict standards for accuracy and objectivity and reviewed to ensure it delivers reliable and actionable insights. It is reviewed and edited by research management and is approved by the Chief Research Officer; no individual or organization outside of Ventana Research reviews any Analyst Perspective before it is published. If you have any issue with an Analyst Perspective, please email them to ChiefResearchOfficer@ventanaresearch.com

        View Policy

        Our Analysts

        Subscribe to Email Updates



        Analyst Perspectives Archive

        See All