Customer Experience

Our Research Expertise

Over the past two decades, the mantra that applying CRM would improve your relationship and results from customers. The problem is that CRM was focused on managing internal activities of marketing, sales customer service and was not focused on customer experience and quality of supporting interactions. Advances in contact centers with customer service and workforce optimization using customer analytics and journey mapping are elevating the sophistication of organizations. Even ensuring the best customer experience through billing and recurring revenue is critical as its impact is significant.

Ventana Research offers guidance on helping organizations adapt to the new generation of customer engagement processes focused on customer experience and achieving the highest levels of satisfaction. Determining your readiness is essential to your success and profitability.

Focus Areas

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Benchmark

Agent Desktop

In today’s competitive environment, providing the best possible customer experience should be a top priority. The real challenge lies in providing every agent with a unified view of customer data. If an agent has to scour multiple sources of data to

Infographic

Analytics-Driven Quality Management

In most customer service organizations, managing quality of telephone interactions is a manual process that involves listening to a small percentage of calls…

eBook

Analytics-Driven Quality Management

In many companies the agent quality monitoring process has remained the same for years: Managers typically select a small, random set of call recordings and complete an assessment form as they listen to them. This provides only a limited snapshot of

Webinar

Best Practices in Next Generation Customer Engagement

"Ventana Research finds that improving customer experience is driver for investing into customer engagement in 77 percent of organizations. Are you planning to invest? Join Richard Snow at Ventana Research for a free educational on-demand webinar exp"

Webinar

Best Practices in Next-Generation Customer Analytics Webinar

The intense competition in today’s markets requires companies to know as much as they can about their customers in order to anticipate their needs, serve them better and retain their business. The typical company is faced with unprecedented volumes o

Infographic

Business Benefits of Customer Analytics

Companies need complete views of their customer activities to inform decisions and personalize responses during interactions…

Benchmark

Contact Center Analytics

Organizations are maturing slowlY because their focus too often is on traditional cost-related metrics and they pay too little attention to effectiveness measures that involve aspects of customer satisfaction. Nearly three-fourths of organizations (7

Benchmark

Customer Contact Center

This research helps contact centers better understand how to improve their efforts. It will enable them to determine how to align their organization's people, processes, information and technology to improve contact centers and the interactions with

Infographic

Customer Engagement in the Digital Age

Companies today must engage with customers through more channels than ever before. This places pressure on desktop systems employees use….

eBook

Customer Engagement in the Digital Age

In many companies the agent quality monitoring process has remained the same for years: Managers typically select a small, random set of call recordings and complete an assessment form as they listen to them. This provides only a limited snapshot of

Benchmark

Customer Experience Management

This research helpS executives and managers better understand how to improve their customer experience management efforts. It will enable them to determine how to align their organization’s people, processes, information and technology to improve cus

White Paper

Customer Experience Management

Ventana Research is the first research company to benchmark the maturity and direction of customer experience management that is a critical component of every organizations customer centric processes. Ventana Research believes that enterprise-wide customer interaction and satisfaction processes are essential to managing customer experience in today’s competitive markets. With appropriate customer experience management 

Benchmark

Customer Feedback Management

The most objective way of understanding the customer experience is by collecting and analyzing feedback. The output from such analysis can be used to improve interaction-handling processes, training of individuals who handle interactions, marketing and sales campaigns, customer retention strategies, and systems used to support interaction-handling.

Company Profile

Engaging Customers Better through Real-Time Personalization

Modern technology, especially the Internet, has transformed business, and that is true even for the companies that produce the tools that have helped shape this new environment. One of those companies is Adobe Systems, developer of the game-changing

Research Perspective

Improving Customer Service in Utilities Companies

"As in other industries, utilities today face more demanding customers who have more ways to express their opinions and want to engage through more channels of communication. To keep up with these expectations utilities must develop and deploy multic

Research Perspective

Innovation Sharpens the Customer Focus

"Customer behavior has changed. Customers today use significantly more channels of communication to interact with companies. When they shop, the convenience of online access has led them to be more demanding because they can go elsewhere with a few c

Research Perspective

Mobile Apps Advance Customer Self-Service

"Global communications and the Internet have heightened business competition and allowed customers to choose to interact electronically with companies throughout the customer life cycle – to research products and services, make purchases and seek cus

Benchmark

Next Generation Contact Center in the Cloud

Consumers have changed the ways in which they expect to engage with companies. While long-established channels such as the telephone, email and company websites are still the most used, many consumers now prefer to use text messages, online chat, soc

Benchmark

Next Generation Customer Analytics

Customer expectations have extended beyond traditional channels, opening up to include website inquiries, social channels, text messages, instant messages and video applications. As customer contact and communications channels continue to expand, bus

Benchmark

Next Generation Customer Engagement

In the past, companies engaged with their customers by meeting with them face-to-face, speaking with them on the telephone or mailing written documents. Engagement was largely reactive, with the marketing department primarily providing most of the ou

Benchmark

Next Generation Workforce Optimization

To remain competitive in today's market, companies need happy customers. The quality of customer experience is dependent on the agent who handles interactions. Our recent research shows that organizations are actively deploying new channels of intera

White Paper

Next-Generation Customer Engagement

In the past, companies engaged with their customers by meeting with them face-to-face, speaking with them on the telephone or mailing written documents. Engagement was largely reactive, with the marketing department primarily providing most of the outreach. Today both consumer expectations and communication channels have changed and companies can no longer rely on these traditional forms of engagement. Our research shows that customer service is now an enterprise-wide activity and that customers engage with companies through a variety of communication channels that include email, corporate websites, text messaging, instant messaging, social media, smartphone applications and video.

White Paper

Next-Generation Workforce Optimization

In today’s intensely competitive markets companies must strive to meet customer expectations during every interaction. Our benchmark research into next-generation customer engagement finds that customers use up to 17 channels of engagement, some of which involve employees of the company and some are self-service, using a variety of technologies such as interactive voice response (IVR), websites, mobile apps and social media. The research also shows that the employees customers interact with may work in almost any business group within the company, including marketing, sales, the contact center, finance and human resources.  To meet customer expectations for those interactions, companies must have the right number of skilled employees available to handle all types of interactions, including cases in which the customer begins in a self-service channel but switches to assisted service.

Webinar

Next Generation Workforce Optimization

To remain competitive in today's market, companies need happy customers. The quality of customer experience is dependent on the agent who handles interactions. Our recent research shows that organizations are actively deploying new channels of intera

Research Perspective

Real-Time Guidance Enhances the Customer Experience

"Benchmark research by Ventana Research into customer experience management shows that the experiences of customers in dealing with a company strongly impact their propensity to remain loyal – to continue to purchase products and services from the co

Benchmark

Recurring Revenue

The term "recurring revenue" refers to models for selling and billing typically based on a combination of initial fees and periodic charges. In recent years, it has gained popularity in a variety of industries.

White Paper

Recurring Revenue

Ventana Research undertook this first independent, rigorous primary research in Recurring Revenue makes clear that organizations increasingly are choosing to adopt this model to increase revenue and improve their customers’ experience. Pioneered by telecommunications service providers, the recurring revenue business model involves periodic sales and billing transactions based on a prior agreement; it has now been adopted across an array of industries including software, entertainment and the delivery of other 

Best Practices

Recurring Revenue

The term "recurring revenue" refers to models for selling and billing typically based on a combination of initial fees and periodic charges. In recent years, it has gained popularity in a variety of industries.

Webinar

Recurring Revenue

The term "recurring revenue" refers to models for selling and billing typically based on a combination of initial fees and periodic charges. In recent years, it has gained popularity in a variety of industries.

Exclusive Q&A

Smart Desktops Enhance Agent and Customer Experiences

More and more, an excellent customer service interaction can be what keeps customers coming back, but without the right tools, agents may not have the ability to provide that exceptional service. To help with improving customer service, Ventana Resea

eBook

Speech Analytics Improves Key Business Metrics

Product Information Management (PIM) is essential to business processes, the customer experience, and ultimately financial performance. It is shared among business units, customers, partners and distributors and may take many forms, including text, v

Research Perspective

The Art of the Possible: The Customer Service Journey

"Profitable long-term relationships with customers depend on providing superior customer service, which is to a large extent shaped by how companies engage with customers throughout the customer journey. However, for many years the goal of both the d

eBook

The Business Case for Contact Center Performance Management

Benchmark research conducted by Ventana Research on next-generation workforce optimization found that more than three-quarters (78%) of businesses ranked improvement in both contact center and agent performance as very important.

White Paper

The Next-Generation Contact Center in the Cloud

Consumers have changed the ways in which they expect to engage with companies. While long-established channels such as the telephone, email and company websites are still the most used, many consumers now prefer to use text messages, online chat, social media and applications on their mobile devices. As a result, companies have had to add support for the many (and increasing) channels of engagement; ignoring this exposes them to the risk that some customers will choose not to do business with them.

White Paper

The Next-Generation of Customer Analytics

As customer contact and communications channels continue to expand, businesses are new faced with larger, more complex sets of customer data. Many organizations continue to attempt to achieve a 360-degree view of the customer but due to these bewildering number of data sources, reaching this pinnacle has become increasingly difficult. 

Webinar

The Impact of Omnichannel on Agent Experience

White Paper

The State of Customer Contact Centers

Ventana Research was the first research company to benchmark the maturity and direction of contact center technology to support customer services processes. Ventana Research believes that enterprise-wide customer interaction and satisfaction processes are essential to managing customer experience in today's competitive markets. With appropriate contact center technologies and use of common customer information, companies can improve operational performance, coordinate consistent interactions across functional, departmental and divisional lines, reduce costs and increase customer satisfaction. 

White Paper

The Unified Agent Desktop and the Customer Experience

In today’s competitive environment, providing the best possible customer experience should be a top priority. The real challenge lies in providing every agent with a unified view of customer data. If an agent has to scour multiple sources of data to resolve conflicts or provide service, they risk the loss of the customer’s confidence, or worse the loss of the customer altogether. As technologies continue to advance, the need to implement a unified desktop becomes increasingly more important. 

eBook

The Value of Cusomter Engagment

Sales forecasting has been an inexact science, often depending as much on gut instinct as on data. Two reasons for this imprecision are a lack of pipeline information and a reliance on spreadsheets to create and track forecasts. The alternatives, sal

Research Perspective

Understanding the Voice of the Customer through Speech Analytics

"Ventana Research defines the voice of the customer (VOC) as the aggregated data, reports and analysis a company has about a specific customer. VOC includes all the available information from marketing, sales, customer service and any other relevant

Research Perspective

Understanding the Voice of the Customer through Text Analytics

"Ventana Research defines the voice of the customer (VOC) as the aggregated data, reports and analysis a company has about a specific customer. VOC includes all the available information from marketing, sales, customer service and any other relevant

Presentation

Unified Agent Desktop and Customer Experience

In today’s competitive environment, providing the best possible customer experience should be a top priority. The real challenge lies in providing every agent with a unified view of customer data. If an agent has to scour multiple sources of data to resolve conflicts or provide service, they risk the loss of the customer’s confidence, or worse the loss of the customer altogether. As technologies continue to advance, the need to implement a unified desktop becomes increasingly more important.

White Paper

Visualizing the Customer Journey Using Analytics

"In today’s intensely competitive markets, companies must offer a superior customer experience while remaining operationally efficient. Accomplishing this on a continuous basis while remaining within operational guidelines and cost parameters require

Value Index

Workforce Optimization 2016

In a growing service-based economy, every business needs to make the buying experience enjoyable, both prior and after purchase. To do this, employees need to be able to access customer and product information at any stage of the buying cycle. This i

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Ventana Research 2016 Technology Innovation Award Winners

Research Calendar

Ventana Research maintains a rigorous approach to its areas of research expertise through a methodology of processes and activities to ensure we provide the best possible insight on technology across business and IT. The representation of which is presented in our Research Agenda which is a foundation for guidance that provides actionable information to help you identify opportunities for improved competitiveness and effectiveness. Unlike other industry analyst firms who have no methodology or publicly available research agenda and are easily biased by clients or the industry. We provide our research calendar and agenda for visibility into the upcoming months of activity.

January

  • Analysts Perspectives
    Putting Relationship Management back in CRM

February

  • Analysts Perspectives
    Impact of Robotic Process Automation on Contact Centers
  • Value Index
    Contact Center in the Cloud launched

March

  • Analysts Perspectives
    Gaining benefit from Customer Journey Maps
  • Benchmark Research
    Customer Analytics 2017 launched
    Workforce Optimization 2016 published
  • Dynamic Insights
    Customer Engagement

Q2

  • Benchmark Research
    Digital Commerce launched
  • Dynamic Insights
    Customer Feedback
  • Value Index
    Contact Center in the Cloud published
What to see our research plans for the year? Download the full research agenda