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© 2019 Ventana Research
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Ventana Research Customer Experience
Research in 2019Setting the annual expertise and topic agenda
@ventanaresearch In/ventanaresearchblog.ventanaresearch.com
Mark SmithCEO & Chief Research Officer
© 2019 Ventana Research
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The materials in this presentation are copyrighted property of Ventana Research. Any use of the materials beyond the intended purpose of providing information about Ventana Research is strictly prohibited. This presentation and any part of its content may not be redistributed to anyone except the intended audience and organizations use to understand or evaluate Ventana Research.
Confidentiality Statement
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Ventana Research Expertise Agenda
Our Research Agenda and expertise in critical business and technology topics is driven by our analysts’ deep understanding of business requirements and our knowledge of technology providers.
Through our primary and secondary market research methods, we are able to provide insights and best practices to line of business and IT, and across vertical industries that will help any organization reach its maximum potential.
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Digital Innovation for CX is Business Opportunity
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Technology Innovation Transforming CX
Digital Technology helps organizations innovate and transform business and IT processes to improve efficiency and effectiveness.
Analytics
DataConversational
ComputingCollaborative Computing
Artificial Intelligence Blockchain
eXtended Reality (XR)Mobile
ComputingInternet of Things
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Digital Technology Unifies People for Customer Experience
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Ventana Research Expertise Areas
Our business areas of expertise help organizations examine how to innovate and transform their processes and enable their people to effectively execute.
Analytics
MarketingHuman Capital Management
Digital Technology
Data Customer Experience
SalesOperations and
Supply ChainOffice of Finance
Expertise Areas
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Expertise Overview
Organizations that are passionate about improving the customer experience are choosing to empower their processes and people with intelligence through
smart applications that embrace analytics, AI and robotics to personalize and optimize the customer journey whatever the channel of customer choice.
Agent Management
Voice of the CustomerSubscription ManagementIntelligent CX
Contact Center Digital Commerce
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Digital Technology for Customer Experience
Analytics• Predictive analytics help anticipate customer challenges that can be addressed expeditiously.
• Analytics and data enable organizations to prioritize actions to ensure best customer experience.
• Prioritize the investment in analytics and data that guide the optimization of interactions.
Artificial Intelligence• AI enable robotic process automation (RPA) to increase efficiency of customer tasks.
• Intelligent automation of customer through AI to increase customer potential.
• Assess customer-related tasks to apply AI and guide improvements.
Collaboration• Collaboration among business and customers improves engagement and experience.
• Using collaboration can optimize the time to resolve customer issues.
• Assess where collaboration among processes improve time to resolution.
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Digital Technology for Customer Experience
Conversational Computing• Demand for meeting the needs of customers enable opportunity for enabling bots.
• Bots will automate the responsiveness to guide customers to efficient resolution.
• Determine how bots increase the effectiveness in customer engagement processes.
IoT• Need to streamline information flow of activities introduce need for IoT technologies.
• IoT provides the opportunity to manage data to the operations and analytics needs.
• Determine where IoT technologies increase the insight and interactions with customers.
Mobile Computing• Mobile access by customers to information can reduce time to resolution of issues.
• Use of mobile technology enables customers can increase customer satisfaction.
• Assess customer processes that can be enabled with mobile enabled technologies.
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Agent Management
Overview• Agent Management are the applications and processes
that are used to manage and enable agents to engage customers through human and conversational computing technology to optimize the experience through intelligent and automated interactions.
Direction• Workforce optimization has transitioned to suite of applications for omnichannel engagement.
• Use of AI and conversational computing automates interactions for effective interactions.
• Enabling the best agent experience can improve employee and customer satisfaction.
Market Research• Benchmark: Agent Management (Q1 Launch)
• Dynamic Insight: Agent Desktop (Q1 Release)
• Value Index: Agent Management (Q1 Launch)
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Contact Center
Overview
• The contact center is the essential environment for omnichannel engagement of customers with agents and any channel or device to provide a satisfactory conclusion to any interaction and ensure the best possible experience.
Direction
• Effective contact centers unify all channel interactions to optimize customer experience.
• Use of conversational computing with virtual assistants and digital self service is required.
• Embrace cloud computing to provide agility of interactions across channels of engagement.
Market Research
• Benchmark: Next Generation Contact Center in the Cloud (Released)
• Value Index: Contact Center in the Cloud (Released / Q3 Launch)
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Digital Commerce
Overview
• Digital Commerce enables organizations to engage with any type of customer across digital channels – the web, mobile apps, text, voice-activated “agents,” video and social channels and deliver an optimal customer and product experience.
Direction
• The customer and product experience for digital commerce is and should be top differentiator.
• Conversational computing will transform customer engagement for digital commerce.
• Renovate digital platform that optimizes customer and product experiences.
Market Research
• Benchmark: Digital Commerce (Q1 - Launch)
• Value Index: Digital Commerce (Q1 - Launch)
By 2021, half of today’s digital commerce systems will be obsolete, lacking the technology needed to provide effective customer and product experiences.
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Intelligent CX
Overview
• The value of the customer experience is paramount tothe outcomes of organizations that requires intelligence in the interactions using conversational computing and AI.
Direction
• Ineffective customer engagement leads to examination of new digital technologies.
• Use of conversational computing transforms digital customer engagement.
• Prioritize digital innovation to innovate and optimize customer experiences.
Market Research
• Benchmark: Customer Experience (Q3 Launch)
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Subscription Management
Overview
• Subscription Management are the processes and applications designed to manage the subscriber experience from first digital touch to the engagement and billing of subscription.
Direction
• Prioritizing technology for subscriber experience is essential to engage subscribers.
• Automate subscriber operations and financial processes in a continuous manner.
• Embrace subscription platforms to optimize interactions and subscriber experiences.
Market Research
• Benchmark: Subscription Management (Q1 Launch)
• Value Index: Subscription Management (Q2 Launch)
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Voice of the Customer
Overview
• Voice of the Customer (VoC) programs are required set of processes and technology that enable the opportunity to improve the customer experience across the journey from feedback and sentiment using analytics and AI.
Direction
• VoC processes and applications provide feedback and sentiment to optimize experience.
• Unified view of customer to applying ML and analytics can optimize operations.
• Prioritize technology investments to gain continuous insights on customer experience.
Market Research
• Benchmark: Customer Analytics (Q1 Release)
• Dynamic Insight: Voice of the Customer (Q1 Launch)
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Technology Areas of Focus for Customer Experience
Digital Commerce• Assisted channels
• Digital channels
• Interaction Routing
• Knowledge Management
• Collaboration
• CRM
• Customer Feedback/VoC
• Smart desktop
• Workflow
• Robotic process automation
Agent Management• Recording
• Quality Management
• Workforce Management
• eLearning
• Coaching
• Analytics
Voice of the Customer• Speech
• Text
• Feedback
• Journey
• Transactions
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Technology Areas of Focus for Customer Experience
Subscription Management• Billing
• Cart
• Product
• IoT
• Engagement
• Analytics
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Market Research for Customer Experience
Benchmark Research• Agent Management (Q1 Launch)
• Contact Center in the Cloud (Released)
• Customer Analytics (Q1 Release)
• Customer Experience (Q2 Launch)
• Digital Commerce (Q1 Launch)
• Subscription Management (Q1 Launch)
Dynamic Insights Research• Agent Desktop
• Voice of the Customer (Q2 Launch)
Value Index Research• Agent Management (Q2 - Launch)
• Contact Center in the Cloud (Release / Q3 Launch )
• Digital Commerce (Q1 Launch)
• Subscription Management (Q2 Launch)
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The Future of CX is Just Ahead
Achieving Success in CX Requires Change of Thinking
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Technology Buyers
• Advisory and Research Services• Benchmark Assessment • Educational Workshops• Market Consultation Service• Research Reports• Technology Assessments• Vendor Selection Guidance
Technology Providers
• Advisory and Research Service• Benchmark Research Services• Digital Content Services• Market Consultation Service• Research Reports• Speaking Services• Strategic Consulting
Our Services for Buyers and Providers Can Help
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Questions?
@ventanaresearch
http://www.linkedin.com/company/ventana-research
Analyst Perspectives
http://blog.ventanaresearch.com
Electronic Mail
© 2019 Ventana Research
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Ventana Research Customer Experience
Research in 2019Setting the annual expertise and topic agenda
@ventanaresearch In/ventanaresearchblog.ventanaresearch.com
Mark SmithCEO & Chief Research Officer
