Customer and Contact Center Research

Over the past two decades, the mantra to manage customer-focused activities has been CRM. The problem is that CRM is largely focused on managing internal activities which have a consequential impact on the customer - marketing, sales customer service. Tough economic conditions and the rise of social media has placed the charge in the hands of the customer. As a result CRM is losing its appeal and customer experience management (CEM) is taking its place. CEM is about influencing the outcome of interactions by taking action as and when the interaction is taking place.

2016 Research Calendar
 
APRIL
  • Analyst Perspective: Delivering Enterprise CX
  • Benchmark Research: Next Generation Contact Center in the Cloud in Analysis, WFO in 2016 in collection
  • Value Index: WFO in Analysis
 
MAY
  • Analyst Perspective: How Subscription Services Impact CX and How Cloud Computing is Impacting Customer Engagement
  • Benchmark Research: WFO In 2016 in Collection, Next Generation Contact Center in the Cloud being Promoted
  • Value Index: WFO Published
 
JUNE
  • Analyst Perspective: The Impact of IoT on CX
  • Benchmark Research: WFO In 2016 in Collection, Next Generation Contact Center in the Cloud being Promoted
  • Value Index: WFO being promoted, Contact Center in the Cloud vendor invitations
 
Q3
  • Benchmark Research: WFO In 2016 in Analysis, Customer Analytics in 2016 planned to start
  • Value Index: Contact Center in the Cloud analysis and publishing
 
2015 LEADERSHIP
AWARD WINNERS
 
AAA Western and Central New York
Western and Central
New York
 
Calabrio
 
Security First Insurance
 
Pitney Bowes
 
2015 TECHNOLOGY
INNOVATION
AWARD WINNERS
 
Interactive Intelligence jpg
 
Zuora jpg
 

 

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