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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

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    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

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        Intelligent Self-Service

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        By 2027, 90% of customer interactions will combine automated conversational self-service and live agents, reducing costs, time and enabling agents to focus on high-value interactions.
        Keith Dawson

        Keith Dawson

        Director of Research, Customer Experience

        Managing an organization’s front door through automated conversations

        Our expertise comes from our unique research and decades of experience not found anywhere else in the industry. It can help you make Intelligent Self-Service tools and processes impactful to your organization. Consider these insights as you look to assess and improve your Intelligent Self-Service efforts.

        Definition

        Intelligent self-service is the process of responding to customer inquiries using automated conversational systems that deflect routine interactions away from expensive agents and provide better background and context to agents for the interactions they do have to handle. This includes conversational AI and chatbots that interact smoothly with customers, as well as the knowledge resources used by those systems.

        Research Fact

        It is critical to provide accurate information to customers on a timely basis; 48% of organizations say that slow responses negatively impact customer satisfaction, and 41% cite answers that are inconsistent across touchpoints.

        Best Practice

        Organizations should incorporate as many relevant stakeholders as possible in CEM decision-making processes, including service, sales, and marketing team leaders.

        How we can help

         

        Consulting

        Consulting where we deliver expert guidance with our experience, expertise and market research through workshops and assessments for better business outcomes.

        Advisory

        Advisory through our proactive and informed expert advice and insights for optimization of decisions through our Ventana On-Demand service designed for value every month of the year.

        Research

        Research enables insights from our industry analyst team and market research with our Benchmark Research, Dynamic Insights and Value Index research products that provide facts for decisions.

        Education

        Education in a range of business, technology and vertical industry topics through our publishing of digital content in mediums and styles for impactful insights across an entire organization.

        Ready to engage?

        We provide insights and guidance across business and technology. We can help your organization; the first step is to reach out to a member of our team and see how we can help.