Richard Snow's Analyst Perspectives

Insights from Dreamforce ‘15 Exceeds Expectations

Posted by Ventana Research on Oct 17, 2015 1:11:38 AM

I recently attended my first U.S. Dreamforce, the annual salesforce.com event designed to showcase its products and services as well as those of its partners, and I was impressed. I was told that Dreamforce ‘15 would be big, and it was – just about every hotel, restaurant, meeting room in San Francisco seemed to have been taken over for the week, and still the company had to bring in a cruise ship to accommodate people and events. I was told it would be manic, and it was – more than 100,000 attendees, and buses and cabs blocking surrounding streets. I was told it would be busy, and it was – more than 600 conference sessions.  I was told it would educational, and it was – I gained many insights into new product developments, both from salesforce and several of its partners. Here are some of the key takeaways for my research practice.

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Topics: Big Data, Social Media, Customer Analytics, Customer Experience, Mobile Technology, Speech Analytics, Wearable Computing, Analytics, Business Analytics, Business Collaboration, Cloud Computing, Customer Service, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Sales Performance Management (SPM), Text Analytics, omnichannel

ResponseTek Makes Customer Experience Management Simple and Sophisticated

Posted by Ventana Research on Oct 8, 2015 11:46:04 PM

ResponseTek is a software vendor whose platform and services help companies collect and act on feedback from their customers. It supports a closed-loop process that collects feedback, analyzes it, provides customizable reports and analysis dependent on the user, and most importantly enables taking action based on the information. This allows companies to understand product and service issues, customer sentiment, intentions, and likely behaviors, and where necessary ensures the most appropriate actions are taken.

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Topics: Customer Analytics, Customer Experience Management, Customer Feedback Management, Speech Analytics, Analytics, Business Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Customer Performance Management (CPM), Text Analytics, omnichannel, voice of the customer (VoC)