New educational sessions on the latest in digital transformation to supercharge the front office – from the customer experience to operations in marketing, selling and service

BEND, OR, September 14, 2018 /24-7PressRelease/ — Ventana Research today announced the launch of a new webcast series, Friday Back-to-Business Thought Leadership: Six Sessions for Digital Innovation. The six-webcast series will focus on digital transformation in front office processes and technologies that help organizations analyze and operate marketing, sales and service to provide the best possible customer experience. Starting on September 28th with “Innovating Voice of the Customer Technologies,” the series will run through December 7th, with a 30-minute, live webinar roughly every other Friday.

“The radical growth of new technologies and digital innovations over just the last few years have dramatically changed how businesses must operate and interact with customers,” said Mark Smith, CEO and Chief Research Officer of Ventana Research. “We believe that by 2021, only half of organizations will have transformed their business processes to be more intelligent and automated by embracing digital technology, even though much of the technology exists today.

“To try and bridge the gap, we kicked off 2018 with a focus on upcoming trends and business assertions in various areas of business, publishing several webinars around these trends. This webinar series continues on that exploration, diving specifically into ways that new technologies are impacting the way business interact with customers, and how businesses can effectively embrace these new technologies for a competitive advantage.”

Those interested in learning more about the series can find more information at www.ventanaresearch.com/webinar_series/customer_experience/friday_back_to_business_technology_sessions.

The full series line-up:

9/28/2018 – Innovating Voice of the Customer Technologies
10/12/2018 – The Business of Work and Resource Management
10/26/2018 – Innovations in Digital Experience Marketing
11/16/2018 – New Digital Age of Sales Operations
11/30/2018 – Innovation for the Contact Center to Improve Customer Service
12/07/2018 – New Generation of Agent Experience Technology

Synopsis of each webcast:

Innovating Voice of the Customer Technologies
Because in this day and age customers matter the most, organizations must gain insight into the feedback and sentiment that can help guide changes and the digital transformation required to provide an effective customer experience. This webinar will cover how organizations are not realizing the customers’ challenges of today, why today’s customer experience is creating disruptions in business, where digital transformation can innovate customer processes for optimized engagement, what voice-of-the-customer technologies are best for your organization, and more.

The Business of Work and Resource Management
The power of the workforce is found in the execution of work that utilizes the portfolio of programs and resources across the enterprise. Unfortunately, the range of tasks and activities that are executed in a structured or unstructured manner can either deliver optimized or less-than-desirable business outcomes. This webinar will cover how today’s workforce is not enabled to achieve their full operational value, ways the new digital generation of technology is designed for an intelligent work experience, where organizations need to prioritize investments for optimal effectiveness, the most important technology priorities for improving the business value of programs and portfolios are, and more.

Innovations in Digital Experience Marketing
Today’s marketing organizations still operate using last decade’s marketing methods, which range from placing investment into outbound marketing emails, tradeshows and events to the PPC and SEO magic across the internet and social media. The new pressures of GDPR and newer regulations guiding the use of personal privacy information (PII) means that marketing organizations must find new digital innovations that enable new methods to be effective in every interaction. From augmented reality (AR), chat and voice bots to interactive content marketing, a focus on the digital experience through the content and information can engage your audience but will require rethinking and designing marketing that delivers value.

New Digital Age of Sales Operations
Today’s sales organizations still operate using the design of processes and technology from the 90s that were not equipped to optimize sales, let alone revenue. The operational effectiveness of sales requires a new generation of applications designed to facilitate efficiency in maximizing the full potential of sales performance. This webinar will cover how most sales operations are not enabled to achieving their full potential, why the effectiveness of sales is achieved through digital transformation, where enabling intelligence in sales operations maximizes performance, what technology priorities can immediately provide continuous improvement, and more.

Innovation for the Contact Center to Improve Customer Service
For many organizations, the challenge in creating a unified view of customer data in order to better service issues and requests is holding on to the legacy technology that creates impediments for customer service and prevents efficient agent interactions. This webinar will cover how today’s contact centers are not designed to meet customer’s needs, how the cloud and collaborative technologies can innovate interactions, where organizations can prioritize new technology investments, what companies need to do for assessing digital innovation in contact centers, and more.

New Generation of Agent Experience Technology
Every organization’s workforce of agents has great potential to engage and provide a great customer experience. Unfortunately, the challenges customers face are largely due to companies that have not well-prepared the agents or ensured systems have easily accessible information so that agents can resolve questions at any time of the day. This webinar will cover how today’s organizations struggle to engage customers intelligently, why optimization of agents requires coaching, learning and performance objectives, where today’s WFO applications are falling short in enabling customer interactions, what digital innovation is needed to transform contact centers, and more.

About Ventana Research
Ventana Research is the most authoritative and respected benchmark business technology research and advisory services firm. We provide insight and expert guidance on mainstream and disruptive technologies through a unique set of research-based offerings including benchmark research and technology evaluation assessments, education workshops and our research and advisory services, Ventana On-Demand. Our unparalleled understanding of the role of technology in optimizing business processes and performance and our best practices guidance are rooted in our rigorous research-based benchmarking of people, processes, information and technology across business and IT functions in every industry. This benchmark research plus our market coverage and in-depth knowledge of hundreds of technology providers means we can deliver education and expertise to our clients to increase the value they derive from technology investments while reducing time, cost and risk.

Ventana Research provides the most comprehensive analyst and research coverage in the industry; business and IT professionals worldwide are members of our community and benefit from Ventana Research’s insights, as do highly regarded media and association partners around the globe. Our views and analyses are distributed daily through blogs and social media channels including Twitter, Facebook and LinkedIn. To learn how Ventana Research advances the maturity of organizations’ use of information and technology through benchmark research, education and advisory services, visit www.ventanaresearch.com.


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