Ventana Research Begins Next-Generation Customer Engagement Benchmark Research

    SAN RAMON, CA, February 11, 2013 /24-7PressRelease/ -- Ventana Research has launched its newest benchmark research, Next-Generation Customer Engagement. The research will examine shift in customer engagement channel preferences and assess the technology utilized in these new channels.

The primary channel for customer engagement for the time being remains telephone calls with customer service agents in contact centers but a paradigm shift has begun to take place. Ventana Research's recent research into customer experience maturity shows customer expectations have extended beyond traditional channels, opening up to include company-wide contact through many different communication channels, including website inquiries, social channels, text messages, instant messages and video applications.

This benchmark research will examine current adoption of next generation customer engagement models and the technologies to support them. It will investigate the opportunities and issues that accompany these new forms of engagement and the impact on customers' experiences and expectations. The research will also determine what steps companies can take to ensure the best possible customer loyalty and revenue outcomes.

"Companies are beginning to recognize the shift in customer priorities. They are looking for new approaches to improve customer interactions and retention instead of focusing primarily on acquiring new customers," said Richard Snow, VP & Research Director at Ventana Research. "The aim of this benchmark research is to uncover valuable key insights and best practices to help companies deliver excellent customer experience and improve key customer-related metrics."

Those interested in learning more about or participating in this benchmark research can do so at http://www.ventanaresearch.com/NextGenCustomerEngagement/. As a part of your registration you will receive insights and education from Ventana Research on using technology effectively in business.

Ventana Research thanks our to media and association partners, ICMI and IQPC, who are helping make this research a reality. Ventana Research provides guidance to organizations through its Ventana On-Demand (www.ventanaresearch.com/ondemand) and with its assessment and educational services offerings (www.ventanaresearch.com/services/).

To view Ventana Research's Customer and Contact Management 2013 research agendas, please visit www.ventanaresearch.com/researchagenda/.

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, LinkedIn and Google+.

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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