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        Keith Dawson's Analyst Perspectives

        We are going through an analytics revolution in and around contact centers. There is more data to analyze and better tools to conduct the analysis. One important advancement is assessing customer sentiment and using it to predict (and influence) behavior. Enterprises are using customer experience programs to identify and act upon hidden "moments of leverage" where customers may be inclined or primed to make a purchase. To do that effectively, enterprises need insight into how the customer...

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        Topics: Customer Experience, Voice of the Customer, Contact Center, Customer Experience Management, Intelligent Self-Service

        Ventana Research recently announced its 2024 Market Agenda in the expertise area of Marketing, continuing the guidance we have offered for nearly two decades to help enterprises derive optimal value from business technology and improve outcomes. 

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        Topics: Marketing, Marketing Performance Management, Digital Marketing, intelligent marketing, product experience management, Digital Experience Platform, Customer Data Platforms

        The speed of innovation and transformation has picked up considerably in the 2020s, thanks to the confluence of artificial intelligence (AI), cloud computing and the pandemic. Modern consumers have wildly different expectations than their predecessors when it comes to service delivery, whether that means a preference for digital channels and self-service or a willingness to do their own troubleshooting and research. As a result, buying an operating platform for a contact center is not a simple...

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        Topics: Customer Experience, Contact Center, agent management, Intelligent Self-Service
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        • 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

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