Customer Experience Management (CXM) Suites

About Value Index Inclusion

Product Briefing Period: Open

To ensure the accuracy of the information we collect and ensure that the Value Index reflects the concerns of a well-crafted RFP, we require participating vendors to provide evaluation data across all seven categories. Ventana Research then validates the information, first independently through our knowledge base of product information and extensive web-based research, and then in consultation with the vendors.

The Value Index is designed to be independent of the specifics of vendor packaging and pricing and whether the products are priced or sold as part of a suite or bundle or individually. To represent the real-world environment in which businesses operate, we include vendors that offer suites or packages of products, as the relevant individual modules or applications must still be evaluated by those responsible for those business processes. We take no position on the offering approach of the products or packages being offered; where options exist, organizations using the Value Index will need to decide whether they choose a suite of products or individual applications that best meet their requirements.

For inclusion in the Ventana Research Customer Experience Management (CXM) Suites Value Index for 2022, a vendor must have at least $50 million in annual or projected revenue, operate across at least two countries, have at least 100 customers and have a product that provides functions in at least three (preferably four) of these segments at a minimum: 

  • Interaction handling capabilities 
  • Operational resource management (e.g., managing content, data, case tracking and/or agent resources) 
  • Process control and optimization, including automation and AI (e.g., deploying and maintaining automations and workflows between components) 
  • Insights and analytics 
  • Customer journey management (e.g., Lifecycle mapping, personalization, preference management) 

 

Download the Submission Forms

Frequently Asked Questions

Completed surveys and customer references for this Value Index are due on August 30th, 2022. Publication is currently scheduled for late 2022.

Please upload the submission package and all supporting documents in our FileCloud portal. For all questions regarding FileCloud, please contact the research analyst Hayden at Hayden.Christie@ventanaresearch.com.

We ask that you provide three to five customer references along with your completed submission package. You can enter this information in the appropriate fields in the Intro&Data document or you can provide it directly to the research program manager. We send each reference an email message with the questions below; alternatively, we are happy to have a phone call if the reference prefers to answer the questions that way. In all the process should not require more than 15 minutes of a reference’s time. All responses are confidential; while customer feedback is a valuable part of our evaluation, we do not share the content of reference interviews with the vendor or the general public.

Below is a list of questions we ask references. Analysts may follow up with an email message or phone call for clarification or further details.

  1. How long have you been working with the vendor, and using this product in particular?
  2. Which specific version of the product do you currently use?
  3. How many people use the product across your organization?
  4. What makes the product most valuable to your organization’s needs?
  5. What makes the product most unique to the needs of the organization?
  6. What were the main challenges during the deployment of the product?
  7. What are the main challenges (if any) since deploying and using the product?
  8. What areas would you like for the vendor to improve (relative to product or relationship overall)?
  9. If you’ve shared that feedback with the vendor, were you generally satisfied with the actions taken?
  10. What’s your level of satisfaction with the vendor’s products, support and partnering approach?

We strongly encourage full participation in the Value Index, but if this is not possible, we suggest you provide whatever documentation you have on your product — release notes,
any publicly available information and anything else that will help provide an accurate picture of the product for the analyst. We also suggest you provide customer references and
schedule a briefing with the analyst during the scoring period. Please contact Research Analyst Hayden Christie for further information about limited participation.

  • How many and what types of questions can they expect?
    • There are about 10 questions, sent over email that they can answer electronically, call won’t be required.
  • How long will the survey take to complete?
    • 10-15 min
  • How long do they need to have been a customer?
    • Minimum one year

Prior to initiating any new Value Index, our leadership team develops criteria that include the nature of the product, product marketing, overall revenue and countries of operation. All products that meet the criteria are included in the Value Index. In our view this policy is essential for ensuring our evaluation is unbiased and that it accurately represents the state of the marketplace and the needs of business executives pursuing RFPs. The inclusion criteria for this Value Index are as follows:

For inclusion in the Ventana Research Customer Experience Management (CXM) Suites Value Index for 2022, a vendor must have at least $50 million in annual or projected revenue, operate across at least two countries, have at least 100 customers and have a product that provides functions in at least three (preferably four) of these segments at a minimum: 

  • Interaction handling capabilities 
  • Operational resource management (e.g., managing content, data, case tracking and/or agent resources) 
  • Process control and optimization, including automation and AI (e.g., deploying and maintaining automations and workflows between components) 
  • Insights and analytics 
  • Customer journey management (e.g., Lifecycle mapping, personalization, preference management) 

Yes, briefings are required for the purpose of confirming the analysts’ assessment and clarifying any outstanding issues. The analyst or research program manager will contact you to set this up during the scoring period.

We ask that you imagine the briefing as a final pitch for a $1 million deal. Please plan for an hour and understand that schedules often prevent extending these sessions. We suggest you structure the briefing as follows, allotting about 15 minutes per segment: Company overview, product overview and demo, discussion of product as relates to the Value Index evaluation categories and Q&A.

More information about the Ventana Research Value Index is on our website here. To purchase a value index, please contact sales@ventanaresearch.com.

We will share the courtesy copy of the Value Index Report 72 hrs prior publication.