Contact Center

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<div id="MainPlaceholder_TE527F9F2026_Col00" class="sf_colsIn container" data-sf-element="Container" data-placeholder-label="Main content"><div id="MainPlaceholder_C010_Col00" class="sf_colsIn container space-top-2" data-sf-element="Container" data-placeholder-label="Container"><div class="row space-bottom-2" data-sf-element="Row"> <div id="MainPlaceholder_C045_Col00" class="sf_colsIn col-lg-12" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <h2 class="h3">Driving Business Results from the Contact Center</h2><p>Today, contact centers need to deliver superior customer experiences while minimizing operational costs. To deliver this vital customer service engine, you must design a business result aligned strategy, choose the right technology partners, and leverage customer data and analytics for decision making. Making these improvements involves a long list of hard choices and challenges. </p><p>This is where ISG steps in. Beyond identifying gaps in your current state and helping you align on the future state business case, we specialize in advising on selecting the right tools and partners and executing a future-proof transformation plan. The result is an AI-enabled contact center that drives real business results: lower time-to-resolution, higher satisfaction and NPS ratings, and an overall elevated customer experience.<br /></p> </div> </div> </div> </div> </div> <div id="MainPlaceholder_C084_Col00" class="sf_colsIn bg-light space-2" data-sf-element="Container" data-placeholder-label="Container"><div id="MainPlaceholder_C085_Col00" class="sf_colsIn container" data-sf-element="Container" data-placeholder-label="Container"><div class="row space-bottom-1" data-sf-element="Row"> <div id="MainPlaceholder_C106_Col00" class="sf_colsIn col-lg-12" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <h2 class="h3">Four Key Pillars for Modernizing Contact Centers</h2> </div> </div> </div> <div class="row space-bottom-2" data-sf-element="Row"> <div id="MainPlaceholder_C090_Col00" class="sf_colsIn col-lg-6" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <div><h3>Research</h3><p><span style="background-color:initial;font-family:inherit;font-size:inherit;text-transform:inherit;word-spacing:normal;caret-color:auto;white-space:inherit;">Leverage our unparalleled research to navigate the complex contact center technology landscape, assess your tech stack and identify new opportunities. From service provider comparison reports to the latest technology trends, our research will keep you on the cutting edge.</span><br /></p></div> </div> </div> <div id="MainPlaceholder_C090_Col01" class="sf_colsIn col-lg-6" data-sf-element="Column 2" data-placeholder-label="Column 2"> <div> <div class="card"> <div class="card-body d-flex flex-column"> <h4 class="card-title">Do you have the right set of Contact Center software providers?</h4> <p class="card-text">Read our Buyer's Guides to best understand, assess, optimize and select Contact Center software providers.</p> <a class="btn btn-primary mt-auto" href="https://www.ventanaresearch.com/buyers_guide/customer_experience/2023-buyers-guides-for-contact-centers">Learn More </a> </div> </div> </div> </div> </div> <div class="row space-bottom-2" data-sf-element="Row"> <div id="MainPlaceholder_C091_Col00" class="sf_colsIn col-lg-6" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div> <div class="card"> <div class="card-body d-flex flex-column"> <h4 class="card-title">10 million data points</h4> <p class="card-text">How does your IT spend measure up against your industry peers?</p> <a class="btn btn-primary mt-auto" href="/free-benchmarking-tool">Find out for free </a> </div> </div> </div> </div> <div id="MainPlaceholder_C091_Col01" class="sf_colsIn col-lg-6" data-sf-element="Column 2" data-placeholder-label="Column 2"> <div > <div><h3>Benchmark</h3><p><span style="background-color:initial;font-family:inherit;font-size:inherit;text-transform:inherit;word-spacing:normal;caret-color:auto;white-space:inherit;">Utilizing our extensive data on cost, price, rates and performance metrics of global sourcing contracts, we offer bespoke benchmarking solutions that give you the context you need to design your contact center specific to your industry and business needs.</span><br /></p></div> </div> </div> </div> <div class="row space-bottom-2" data-sf-element="Row"> <div id="MainPlaceholder_C092_Col00" class="sf_colsIn col-lg-6" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <h3>Sourcing</h3><p>Leave the complexities to us. We help you design a tailored scope and services strategy aligned with your desired end-state architecture, and we guide you through the sourcing transaction process, including vendor research, RFI/RFP support and program delivery.</p> </div> </div> <div id="MainPlaceholder_C092_Col01" class="sf_colsIn col-lg-6" data-sf-element="Column 2" data-placeholder-label="Column 2"> <div> <div class="card"> <div class="card-body d-flex flex-column"> <h4 class="card-title">Sourcing solutions and deal advisory</h4> <p class="card-text">Sourcing, contracting and navigating the technology provider ecosystem.</p> <a class="btn btn-primary mt-auto" href="/advisory/sourcing">Learn More </a> </div> </div> </div> </div> </div> <div class="row" data-sf-element="Row"> <div id="MainPlaceholder_C093_Col00" class="sf_colsIn col-lg-6" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div> <div class="card"> <div class="card-body d-flex flex-column"> <h4 class="card-title">Maximize your value</h4> <p class="card-text">We give you the data and tools to realize the full potential of your strategic vision.</p> <a class="btn btn-primary mt-auto" href="/advisory/value-realization">Learn More </a> </div> </div> </div> </div> <div id="MainPlaceholder_C093_Col01" class="sf_colsIn col-lg-6" data-sf-element="Column 2" data-placeholder-label="Column 2"> <div > <h3>Value Realization</h3><p>Our focus on change management and training ensures smooth process transition and technology adoption. To ensure you get value from your investments, we help you define key performance indicators (KPIs) and governance so you can measure and manage results. Alternatively, we can manage your governance and/or analytics and provide actionable insights to enhance decisioning and performance.</p> </div> </div> </div> </div> </div> <div id="MainPlaceholder_C059_Col00" class="sf_colsIn bg-lightblue space-2" data-sf-element="Container" data-placeholder-label="Container"><div id="MainPlaceholder_C060_Col00" class="sf_colsIn container" data-sf-element="Container" data-placeholder-label="Container"><div class="row space-bottom-1" data-sf-element="Row"> <div id="MainPlaceholder_C056_Col00" class="sf_colsIn col-lg-12" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <h2>Step into the future with ISG's Contact Center Modernization</h2> </div> </div> </div> <div class="row space-bottom-2 align-items-center" data-sf-element="Row"> <div id="MainPlaceholder_C046_Col00" class="sf_colsIn col-lg-4" data-sf-element="Column 1" data-placeholder-label="Column 1"> <img src="/images/default-source/default-album/contact-center-one-stop-shop-graphic-light.png?sfvrsn=d50dd531_0" title="contact center one stop shop graphic light" alt="your one stop shop for contact center transformation" /> </div> <div id="MainPlaceholder_C046_Col01" class="sf_colsIn col-lg-8" data-sf-element="Column 2" data-placeholder-label="Column 2"><div class="row space-bottom-1" data-sf-element="Row"> <div id="MainPlaceholder_C050_Col00" class="sf_colsIn col-lg-3" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <p style="text-align:center;"><img src="/images/default-source/author-images/improve-operations-contact-center.png?sfvrsn=c00ed531_1" sf-custom-thumbnail="true" width="50" alt="improve operations contact center" sf-constrain-proportions="true" /></p><p style="text-align:center;">Improve<br />Operations</p> </div> </div> <div id="MainPlaceholder_C050_Col01" class="sf_colsIn col-lg-3" data-sf-element="Column 2" data-placeholder-label="Column 2"> <div > <div style="text-align:center;"><p><img sf-custom-thumbnail="true" src="/images/default-source/author-images/implement-modern-technology-contact-center.png?sfvrsn=fd0ed531_1" sf-constrain-proportions="true" width="85" alt="implement modern technology contact center" sf-size="100" /></p><p>Implement Modern Technology </p></div> </div> </div> <div id="MainPlaceholder_C050_Col02" class="sf_colsIn col-lg-3" data-sf-element="Column 3" data-placeholder-label="Column 3"> <div > <div style="text-align:center;"><p><img sf-custom-thumbnail="true" src="/images/default-source/author-images/increase-resolution-contact-center.png?sfvrsn=150fd531_1" sf-constrain-proportions="true" width="77" alt="increase resolution contact center" sf-size="100" /></p><p>Increase <br />Resolution</p></div> </div> </div> <div id="MainPlaceholder_C050_Col03" class="sf_colsIn col-lg-3" data-sf-element="Column 4" data-placeholder-label="Column 4"> <div > <div style="text-align:center;"><p><img sf-custom-thumbnail="true" src="/images/default-source/author-images/drive-value-from-data-contact-center.png?sfvrsn=4d0fd531_1" sf-constrain-proportions="true" width="52" alt="drive value from data contact center" sf-size="100" /></p><p>Drive New Value from Data</p></div> </div> </div> </div> <div class="row" data-sf-element="Row"> <div id="MainPlaceholder_C055_Col00" class="sf_colsIn col-lg-12" data-sf-element="Column 1" data-placeholder-label="Column 1"> <img src="/images/default-source/default-album/contact-center-foundations.png?sfvrsn=830ed531_0" title="contact center foundations" alt="contact center foundations" /> </div> </div> </div> </div> </div> </div> <div id="MainPlaceholder_C058_Col00" class="sf_colsIn container space-2" data-sf-element="Container" data-placeholder-label="Container"> <div class="playlists"> <div id="frame"></div> <script> window.onload = function(){ window.controller = new YTV('frame', { playlist: 'PLor3cYVfrd5rghmWh7PYoD1XdioKjrzSF', }); }; </script> </div> </div> <div id="MainPlaceholder_TE527F9F2002_Col00" class="sf_colsIn gradient-x-three-sm-primary" data-sf-element="Container" data-placeholder-label="Container"><div id="MainPlaceholder_TE527F9F2050_Col00" class="sf_colsIn container space-top-md-2 space-bottom-2 space-bottom-lg-3" data-sf-element="Container" data-placeholder-label="Container"><div class="row mb-5" data-sf-element="Row"> <div id="MainPlaceholder_TE527F9F2051_Col00" class="sf_colsIn col-lg-12" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <h2 class="mb-0">Featured Insights</h2> </div> </div> </div> <div class="row mb-5"> <div class="col-12 "> <article class="featured-insight"> <a class="featured-insight-container row" href="https://isg-one.com/advisory/contact-center/articles/ai-contact-center-transformation--how-and-why-now"> <div class="col-lg-6 col-md-4 pr-md-0 overflow-hidden"> <figure class="position-absolute right-0 z-index-4 h-100 dk" style="top:calc(50% - 200px);"> <svg xmlns="http://www.w3.org/2000/svg" width="180" height="400" viewBox="0 0 90 400" fill="none"> <path d="M132 0H0L120.5 200L0 400H132V0Z" fill="#001638"></path> </svg> </figure> <div class="img-blue-light"> <div class="blue-overlay"></div> <div class="card-img-top featured-insight-img background-img-grayscale" style="background-image: url(/images/default-source/default-album/ai-contact-center-transformation.tmb-th892-450.jpg?Culture=en&sfvrsn=f04dd531_1);"> </div> </div> </div> <div class="col-lg-6 col-md-8 pl-md-0"> <div class="card-body bg-darkblue h-100"> <h3 class="h5"> AI Contact Center Transformation: How and Why Now? </h3> <div> <p>The contact center industry today is almost unrecognizable from its early days nearly 40 years ago. </div> <span class="font-size-1 link font-weight-bold text-lightblue"><u>Learn More</u></span> </div> </div> </a> </article> </div> </div> <div class="row mb-3">  <div class="col-lg-3 col-md-6 mb-8 mb-lg-2"> <article class="card h-100 insight-card transition-3d-hover"> <a href="/advisory/contact-center/articles/4-ways-telcos-can-use-cpaas-to-improve-unified-cx" > <div class="card-body"> <h3 class="h6"> 4 Ways Telcos Can Use CPaaS to Improve Unified CX </h3> <span class="font-size-1 link">Learn More <i class="fas fa-angle-right fa-sm ml-1"></i></span> </div> </a> </article> </div>   <div class="col-lg-3 col-md-6 mb-8 mb-lg-2"> <article class="card h-100 insight-card transition-3d-hover"> <a href="/advisory/contact-center/articles/unlock-cx-success-in-2023-empower-your-employees-and-enhance-customer-experience" > <div class="card-body"> <h3 class="h6"> Unlock CX Success in 2023: Empower Your Employees and Enhance Customer Experience </h3> <span class="font-size-1 link">Learn More <i class="fas fa-angle-right fa-sm ml-1"></i></span> </div> </a> </article> </div>   <div class="col-lg-3 col-md-6 mb-8 mb-lg-2"> <article class="card h-100 insight-card transition-3d-hover"> <a href="/advisory/contact-center/articles/understanding-enterprise-cx-and-its-top-10-leaders" > <div class="card-body"> <h3 class="h6"> Understanding Enterprise CX and Its Top 10 Leaders </h3> <span class="font-size-1 link">Learn More <i class="fas fa-angle-right fa-sm ml-1"></i></span> </div> </a> </article> </div>   <div class="col-lg-3 col-md-6 mb-8 mb-lg-2"> <article class="card h-100 insight-card transition-3d-hover"> <a href="/advisory/contact-center/articles/4-advances-in-ai-that-will-change-the-contact-center-by-2025" > <div class="card-body"> <h3 class="h6"> 4 Advances in AI That Will Change the Contact Center by 2025 </h3> <span class="font-size-1 link">Learn More <i class="fas fa-angle-right fa-sm ml-1"></i></span> </div> </a> </article> </div>  </div> <div class="position-relative" > <p style="text-align:right;"><a class="btn btn-primary" href="/advisory/contact-center/articles">View All Contact Center Insights <em class="fas fa-angle-right fa-sm ml-1"></em></a></p> </div> 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satisfaction.</p> <span class="link font-size-1 ">Learn more</span> </div> </a> </article> <article class="card client-story-card transition-3d-hover"> <a href="https://isg-one.com/client-stories/detail/new-digital-workplace-powers-energy-company"> <div class="card-img-top research-card-img"> <figure class="position-absolute right-0 bottom-0 left-0 mb-n1 z-index-4"> <svg xmlns="http://www.w3.org/2000/svg" width="100%" viewBox="0 0 429 137" fill="none"> <path d="M429 137L429 0L214.5 125.064L0 -1.87522e-05L-5.98846e-06 137L429 137Z" /> </svg> </figure> <div class="img-blue-light"> <div class="blue-overlay"></div> <div class="background-img-grayscale" style="background-image: url('/images/default-source/default-album/digital-workplace-collab-and-exp.tmb-th283-283.jpg?Culture=en&sfvrsn=923df31_1')"></div> </div> </div> <div class="card-body"> <h3 class="h6">New Digital Workplace Powers Energy Company</h3> <p>ISG helps a major energy retailer transition to a new digital workplace service, improving its performance and enabling its digital transformation.</p> <span class="link font-size-1 ">Learn more</span> </div> </a> </article> <article class="card client-story-card transition-3d-hover"> <a href="https://isg-one.com/client-stories/detail/measurable-gains-in-short-order"> <div class="card-img-top research-card-img"> <figure class="position-absolute right-0 bottom-0 left-0 mb-n1 z-index-4"> <svg xmlns="http://www.w3.org/2000/svg" width="100%" viewBox="0 0 429 137" fill="none"> <path d="M429 137L429 0L214.5 125.064L0 -1.87522e-05L-5.98846e-06 137L429 137Z" /> </svg> </figure> <div class="img-blue-light"> <div class="blue-overlay"></div> <div class="background-img-grayscale" style="background-image: url('/images/default-source/default-album/telecom-utility-collaboration-and-experience.tmb-th283-283.jpg?Culture=en&sfvrsn=b722df31_1')"></div> </div> </div> <div class="card-body"> <h3 class="h6">Measurable Gains in Short Order</h3> <p>Strategic thought leadership and benchmarking give a telecommunication utility and its EUC provider a lift to user experience and exceed its business goals.</p> <span class="link font-size-1 ">Learn more</span> </div> </a> </article> </div> </div> </div> </div> </div> </div> <div class="container space-bottom-2"> <div class="card d-block bg-lightblue p-9 bg-star-right mt-n9"> <div class="position-relative z-index-2"> <span class="d-block font-weight-black text-cap mb-2 text-darkblue">Featured Event</span> <h4 class="h4">SourceIT (Paris)</h4> <h3>Reimagine Sourcing. Stay ahead of the next renewal, sourcing trend and business need.</h3> <p class="date"><time></time></p> <a class="btn btn-primary btn-lg" href="https://sourceit.isg-one.com/paris24" target='_blank'> Register now </a> </div> </div> </div> <div id="MainPlaceholder_TE527F9F2007_Col00" class="sf_colsIn space-bottom-2 position-relative research-container" data-sf-element="Container" data-placeholder-label="Container"><div id="MainPlaceholder_TE527F9F2008_Col00" class="sf_colsIn container space-2 featured-research" data-sf-element="Container" data-placeholder-label="Container"><div class="row" data-sf-element="Row"> <div id="MainPlaceholder_TE527F9F2011_Col00" class="sf_colsIn col-lg-4 col-md-5" data-sf-element="Column 1" data-placeholder-label="Column 1"> <div > <h2>ISG Research</h2><p>ISG is a leader in proprietary research, advisory consulting and executive event services focused on market trends and disruptive technologies.</p><p>Get the insight and guidance you need to accelerate growth and create more value.</p><a class="btn btn-primary mb-5" href="/research/provider-research">Learn More</a> </div> </div> <div id="MainPlaceholder_TE527F9F2011_Col01" class="sf_colsIn col-lg-8 col-md-7" data-sf-element="Column 2" data-placeholder-label="Carousel"> <div class="js-slick-carousel slick slick-equal-height slick-gutters-3 slick-center-mode-right slick-center-mode-right-offset" data-hs-slick-carousel-options='{"prevArrow" : "<span class=\" fa fa-arrow-left slick-arrow slick-arrow-primary-white slick-arrow-left rounded-circle ml-sm-n2\"></span>","nextArrow": "<span class=\"fa fa-arrow-right slick-arrow slick-arrow-primary-white slick-arrow-right rounded-circle mr-sm-2 mr-xl-4\"></span>","slidesToShow": 2.5,"infinite": false,"responsive": [{"breakpoint": 1400,"settings": {"slidesToShow": 2}},{"breakpoint": 1080,"settings": {"slidesToShow": 1.5}},{"breakpoint": 992,"settings": {"slidesToShow": 1}}]}'> <article class="js-slide pt-2"> <a class="card bg-lightgray w-100 min-h-270rem transition-3d-hover" href="https://ei.isg-one.com/Research/_MarketingPage?dashboardID=201a11ca-c115-4a33-a9f7-941eceefbbd1&documentId=ec5Cz0lNui&isLocked=false" target="_blank"> <div class="card-body"> <span class="d-block small text-blue font-weight-bold text-cap mb-2">Research</span> <h3 class="h6">Advanced CX fundamental for enterprises to leverage exponential growth</h3> <div class="research-description"> <p>Within the rapidly developing and changing realm of customer service, advanced enterprise contact centers delivering superlative CX play a crucial role in ensuring customer satisfaction and improving business outcomes. These centers serve as the central hub for customer interactions, utilizing a mix of technology and human interaction to efficiently address customer needs. The incorporation of advanced technologies such as AI, generative AI (GenAI), ML and cloud-based solutions has transformed the operations of contact centers, making them highly agile, adaptable and capable of providing appropriate and personalized CX.</p> </div> <div class="card-footer bg-transparent"> <span class="link font-size-1">Read more</span> </div> </div> </a> </article> <article class="js-slide pt-2"> <a class="card bg-lightgray w-100 min-h-270rem transition-3d-hover" href="https://ei.isg-one.com/Research/_MarketingPage?dashboardID=201a11ca-c115-4a33-a9f7-941eceefbbd1&documentId=Pd61J0J-IK&isLocked=false" target="_blank"> <div class="card-body"> <span class="d-block small text-blue font-weight-bold text-cap mb-2">Research</span> <h3 class="h6">ISG research indicates that cost savings are the primary driver for outsourcing to a provider</h3> <div class="research-description"> <p>Overall BPO growth, which includes customer experience and other back-office operations, remained flat at $5.6 billion in the first half of 2024 compared to 1H2023. Interestingly, the number of awards – 457 – was higher in 1H2024 than the 403 in 2023. This is a strong indicator that the demand in the market is intact. However, deal sizes have been reduced.</p> </div> <div class="card-footer bg-transparent"> <span class="link font-size-1">Read more</span> </div> </div> </a> </article> <article class="js-slide pt-2"> <a class="card bg-lightgray w-100 min-h-270rem transition-3d-hover" href="https://keithdawson.ventanaresearch.com/businesses-need-a-more-expansive-view-of-self-services-value" target="_blank"> <div class="card-body"> <span class="d-block small text-blue font-weight-bold text-cap mb-2">Research</span> <h3 class="h6">Businesses Need a More Expansive View of Self-Service’s Value</h3> <div class="research-description"> <p>Self-service has changed immensely in recent years. It has gotten better, qualitatively, in delivering answers and resolutions to customers. But it has also gotten extremely complex, relying on a basket of new technologies to achieve results. It helps to look at it through the eyes of the three main constituencies that are affected by it: customers, contact centers and the businesses they sit in.</p> </div> <div class="card-footer bg-transparent"> <span class="link font-size-1">Read more</span> </div> </div> </a> </article> <article class="js-slide pt-2"> <a class="card bg-lightgray w-100 min-h-270rem transition-3d-hover" href="https://keithdawson.ventanaresearch.com/ai-can-boost-cx-outcomes-in-field-service" target="_blank"> <div class="card-body"> <span class="d-block small text-blue font-weight-bold text-cap mb-2">Research</span> <h3 class="h6">AI Can Boost CX Outcomes in Field Service</h3> <div class="research-description"> <p>Field service operations are not often discussed as part of enterprise customer experience planning, but there is a strong argument that they should be seen as an important factor driving how customers perceive brands. Like contact centers, field service teams are dealing with the advance of startling new technologies that can be expensive and disruptive. The flip side of disruption, though, is that it presents interesting opportunities for improving customer-related outcomes.</p> </div> <div class="card-footer bg-transparent"> <span class="link font-size-1">Read more</span> </div> </div> </a> </article> <article class="js-slide pt-2"> <a class="card bg-lightgray w-100 min-h-270rem transition-3d-hover" href="https://stephenhurrell.ventanaresearch.com/what-is-so-different-about-b2b-digital-commerce" target="_blank"> <div class="card-body"> <span class="d-block small text-blue font-weight-bold text-cap mb-2">Research</span> <h3 class="h6">What Is So Different About B2B Digital Commerce?</h3> <div class="research-description"> <p>With more B2B enterprises looking to provide access in a timely manner and when and where the customer chooses, digital commerce is a growing part of the overall customer experience. It is safe to say that in B2B commerce, the <em>Amazon</em> effect also applies, in that customers expect a similar level of frictionless automation, immediacy and simplicity in operation. But, as I will discuss, there are significant differences between B2B and B2C around individuality in pricing, more complex product sets and payment terms.</p> </div> <div class="card-footer bg-transparent"> <span class="link font-size-1">Read more</span> </div> </div> </a> </article> <article class="js-slide pt-2"> <a class="card bg-lightgray w-100 min-h-270rem transition-3d-hover" href="https://keithdawson.ventanaresearch.com/cultivating-contact-center-customer-experience-thinking-for-success" target="_blank"> <div class="card-body"> <span class="d-block small text-blue font-weight-bold text-cap mb-2">Research</span> <h3 class="h6">Cultivating Contact Center, Customer Experience Thinking for Success</h3> <div class="research-description"> <p>The environment around customer experience is being disrupted by a series of technical and organizational shifts ranging from artificial intelligence to work-from-home to deep customer analytics. When times change, it’s helpful for people to have a framework to organize their thinking and actions. I believe there are two dominant frameworks used to organize business approaches to customers. One is rooted in the efficiency of the contact center (let’s call it “CC thinking”), and the more marketing-centric framework is based on maximizing customer value (for argument’s sake, “CX thinking”).</p> </div> <div class="card-footer bg-transparent"> <span class="link font-size-1">Read more</span> </div> </div> </a> </article> <article class="js-slide pt-2"> <a class="card bg-lightgray w-100 min-h-270rem transition-3d-hover" href="https://matthewbrown.ventanaresearch.com/maximizing-technology-to-engage-generations-in-the-workplace" target="_blank"> <div class="card-body"> <span class="d-block small text-blue font-weight-bold text-cap mb-2">Research</span> <h3 class="h6">Maximizing Technology to Engage Generations in the Workplace</h3> <div class="research-description"> <p><span style="background-color:initial;font-family:inherit;font-size:inherit;text-align:inherit;text-transform:inherit;word-spacing:normal;caret-color:auto;white-space:inherit;">By the late 2020s, Gen Alpha will move into the workforce, introducing a new dynamic. With the potential for up to five or six generations in the workplace, enterprises are often challenged to understand how to bridge the generation gap and create a cohesive workforce. The answer can be found within your technology stack. </span></p> </div> <div class="card-footer bg-transparent"> <span class="link font-size-1">Read more</span> </div> </div> </a> </article> </div> </div> </div> </div> </div> <div id="MainPlaceholder_TE527F9F2009_Col00" class="sf_colsIn container" data-sf-element="Container" data-placeholder-label="Container"> <div class="container team-cards space-2"> <div class="row d-flex mx-n2 mb-5 pl-lg-10 pr-lg-10"> <div class="col-md-6 col-xl-4"> <h2>Meet our team</h2> </div>  <div class="col-md-6 col-xl-4 mb-3 h-100 transition-3d-hover"> <a href="javascript:;" data-toggle="modal" data-target="#TeamLead"> <div class="team-image" style="background-image:url(https://isg-one.com/images/default-source/default-album/wayne-butterfield-bio.jpg?sfvrsn=278df931_2);"></div> <h4 class="mt-2 mb-0 text-black"> Wayne Butterfield</h4> <p class="text-black"> Partner</p> </a> </div>  <div class="modal fade" id="TeamLead" tabindex="-1" aria-labelledby="teamModal" aria-hidden="true" role="dialog"> <div class="modal-dialog modal-dialog-centered" role="document"> <div class="modal-content">  <div class="modal-header"> <div class="modal-close"> <button type="button" class="btn btn-icon btn-xs btn-ghost-secondary" data-dismiss="modal" aria-label="Close"> <svg width="14" height="14" viewBox="0 0 18 18" xmlns="http://www.w3.org/2000/svg"> <path fill="currentColor" d="M11.5,9.5l5-5c0.2-0.2,0.2-0.6-0.1-0.9l-1-1c-0.3-0.3-0.7-0.3-0.9-0.1l-5,5l-5-5C4.3,2.3,3.9,2.4,3.6,2.6l-1,1 C2.4,3.9,2.3,4.3,2.5,4.5l5,5l-5,5c-0.2,0.2-0.2,0.6,0.1,0.9l1,1c0.3,0.3,0.7,0.3,0.9,0.1l5-5l5,5c0.2,0.2,0.6,0.2,0.9-0.1l1-1 c0.3-0.3,0.3-0.7,0.1-0.9L11.5,9.5z"></path> </svg> </button> </div> </div>   <div class="modal-body">  <div class="container space-2"> <div class="border-bottom space-bottom-2 mx-md-auto"> <div class="media d-block d-sm-flex"> <div class="position-relative mx-auto mb-3 mb-sm-0 mr-sm-4" style="width:200px;"> <div class="team-image" style="background-image:url(https://isg-one.com/images/default-source/default-album/wayne-butterfield-bio.jpg?sfvrsn=278df931_2);"></div>    </div> <div class="media-body"> <div class="d-flex justify-content-between align-items-center mb-2"> <h2>Wayne Butterfield</h2> </div> <p class="mb-0"><p>Wayne is an automation pioneer, initially starting out as an early adopter of RPA in 2010, creating one of the first Enterprise scale RPA operations. His early setbacks at Telefonica UK, led to many of the best practices now instilled across RPA centres of excellence around the globe. Customer centric at heart, Wayne also specialises in Customer Service Transformation, and has been helping brands in becoming more Digitally focused for their customers. Wayne is an expert in Online Chat, Social Media and Online Communities, meaning he is perfectly placed to help take advantage of Chat Bots & Virtual Assistants. More recently Wayne has concentrate on Cognitive & AI automation, where he leads the European AI Automation practice, helping brands take advantage of this new wave of automation capability. </p></p> <a class="btn btn-primary" href="/who-we-are/people/wayne-butterfield">View articles by Wayne Butterfield</a> </div> </div> </div> </div>  </div> </div> </div> </div>  <div class="col-md-6 col-lg-4 mb-3 h-100 transition-3d-hover person-card"> <a href="javascript:;" data-toggle="modal" data-target="#modal-0"> <div class="team-image" style="background-image:url(https://isg-one.com/images/default-source/default-album/dawson-keith-pic-sq.jpg?sfvrsn=9f80d431_0);"></div> <h4 class="mt-2 mb-0 text-black"> Keith Dawson</h4> <p class="text-black"> Director of Research, Customer Experience</p> </a> </div>  <div class="modal fade" id="modal-0" tabindex="-1" aria-labelledby="teamModal" aria-hidden="true" role="dialog"> <div class="modal-dialog modal-dialog-centered" role="document"> <div class="modal-content">  <div class="modal-header"> <div class="modal-close"> <button type="button" class="btn btn-icon btn-xs btn-ghost-secondary" data-dismiss="modal" aria-label="Close"> <svg width="14" height="14" viewBox="0 0 18 18" xmlns="http://www.w3.org/2000/svg"> <path fill="currentColor" d="M11.5,9.5l5-5c0.2-0.2,0.2-0.6-0.1-0.9l-1-1c-0.3-0.3-0.7-0.3-0.9-0.1l-5,5l-5-5C4.3,2.3,3.9,2.4,3.6,2.6l-1,1 C2.4,3.9,2.3,4.3,2.5,4.5l5,5l-5,5c-0.2,0.2-0.2,0.6,0.1,0.9l1,1c0.3,0.3,0.7,0.3,0.9,0.1l5-5l5,5c0.2,0.2,0.6,0.2,0.9-0.1l1-1 c0.3-0.3,0.3-0.7,0.1-0.9L11.5,9.5z"></path> </svg> </button> </div> </div>   <div class="modal-body">  <div class="container space-2"> <div class="border-bottom space-bottom-2 mx-md-auto"> <div class="media d-block d-sm-flex"> <div class="position-relative mx-auto mb-3 mb-sm-0 mr-sm-4" style="width:200px;"> <div class="team-image" style="background-image:url(https://isg-one.com/images/default-source/default-album/dawson-keith-pic-sq.jpg?sfvrsn=9f80d431_0);"></div>    </div> <div class="media-body"> <div class="d-flex justify-content-between align-items-center mb-2"> <h2>Keith Dawson</h2> </div> <p class="mb-0"><p>Keith leads the Customer Experience (CX) expertise at Ventana Research, now part of ISG, covering applications and technology that facilitate engagement to optimize customer-facing processes across marketing, sales and Customer Relationship Management (CRM). His focus areas of coverage include agent management, contact center, customer experience management, field service, intelligent self-service and voice of the customer. Keith’s specialization is in natural language and speech tools with intelligent virtual assistants, multichannel routing and journey management, and a wide array of customer analytics. Keith’s experience spans over two decades as an industry analyst and as the editorial director of Call Center Magazine. There he pioneered coverage of cloud-based contact centers, speech recognition and processing, and the shift from voice to multichannel communications. He is a graduate of Amherst College.</p></p> </div> </div> </div> </div>  </div> </div> </div> </div>  <div class="col-md-6 col-lg-4 mb-3 h-100 transition-3d-hover person-card"> <a href="javascript:;" data-toggle="modal" data-target="#modal-1"> <div class="team-image" style="background-image:url(https://isg-one.com/images/default-source/default-album/fisher-iain-sq.jpg?sfvrsn=7461c631_2);"></div> <h4 class="mt-2 mb-0 text-black"> Iain Fisher</h4> <p class="text-black"> Director</p> </a> </div>  <div class="modal fade" id="modal-1" tabindex="-1" aria-labelledby="teamModal" aria-hidden="true" role="dialog"> <div class="modal-dialog modal-dialog-centered" role="document"> <div class="modal-content">  <div class="modal-header"> <div class="modal-close"> <button type="button" class="btn btn-icon btn-xs btn-ghost-secondary" data-dismiss="modal" aria-label="Close"> <svg width="14" height="14" viewBox="0 0 18 18" xmlns="http://www.w3.org/2000/svg"> <path fill="currentColor" d="M11.5,9.5l5-5c0.2-0.2,0.2-0.6-0.1-0.9l-1-1c-0.3-0.3-0.7-0.3-0.9-0.1l-5,5l-5-5C4.3,2.3,3.9,2.4,3.6,2.6l-1,1 C2.4,3.9,2.3,4.3,2.5,4.5l5,5l-5,5c-0.2,0.2-0.2,0.6,0.1,0.9l1,1c0.3,0.3,0.7,0.3,0.9,0.1l5-5l5,5c0.2,0.2,0.6,0.2,0.9-0.1l1-1 c0.3-0.3,0.3-0.7,0.1-0.9L11.5,9.5z"></path> </svg> </button> </div> </div>   <div class="modal-body">  <div class="container space-2"> <div class="border-bottom space-bottom-2 mx-md-auto"> <div class="media d-block d-sm-flex"> <div class="position-relative mx-auto mb-3 mb-sm-0 mr-sm-4" style="width:200px;"> <div class="team-image" style="background-image:url(https://isg-one.com/images/default-source/default-album/fisher-iain-sq.jpg?sfvrsn=7461c631_2);"></div>    </div> <div class="media-body"> <div class="d-flex justify-content-between align-items-center mb-2"> <h2>Iain Fisher</h2> </div> <p class="mb-0"><p>Iain leads ISG’s Future of Work, Customer Experience and ESG solutioning redefining business models and operating models to drive out new ways of working with a CX and ESG focus. He joins up end to end value chains across a number of markets and advises clients on where digital and technology can be used to maximise benefit.  A regular Keynote speaker and online presenter, Iain has also authored several eBooks on these subjects.</p></p> <a class="btn btn-primary" href="/who-we-are/people/iain-fisher">View articles by Iain Fisher</a> </div> </div> </div> </div>  </div> </div> </div> </div>  <div class="col-md-6 col-lg-4 mb-3 h-100 transition-3d-hover person-card"> <a href="javascript:;" data-toggle="modal" data-target="#modal-2"> <div class="team-image" style="background-image:url(https://isg-one.com/images/default-source/default-album/gruenewald-chris-sq.jpg?sfvrsn=e059c031_0);"></div> <h4 class="mt-2 mb-0 text-black"> Chris Gruenewald</h4> <p class="text-black"> Director</p> </a> </div>  <div class="modal fade" id="modal-2" tabindex="-1" aria-labelledby="teamModal" aria-hidden="true" role="dialog"> <div class="modal-dialog modal-dialog-centered" role="document"> <div class="modal-content">  <div class="modal-header"> <div class="modal-close"> <button type="button" class="btn btn-icon btn-xs btn-ghost-secondary" data-dismiss="modal" aria-label="Close"> <svg width="14" height="14" viewBox="0 0 18 18" xmlns="http://www.w3.org/2000/svg"> <path fill="currentColor" d="M11.5,9.5l5-5c0.2-0.2,0.2-0.6-0.1-0.9l-1-1c-0.3-0.3-0.7-0.3-0.9-0.1l-5,5l-5-5C4.3,2.3,3.9,2.4,3.6,2.6l-1,1 C2.4,3.9,2.3,4.3,2.5,4.5l5,5l-5,5c-0.2,0.2-0.2,0.6,0.1,0.9l1,1c0.3,0.3,0.7,0.3,0.9,0.1l5-5l5,5c0.2,0.2,0.6,0.2,0.9-0.1l1-1 c0.3-0.3,0.3-0.7,0.1-0.9L11.5,9.5z"></path> </svg> </button> </div> </div>   <div class="modal-body">  <div class="container space-2"> <div class="border-bottom space-bottom-2 mx-md-auto"> <div class="media d-block d-sm-flex"> <div class="position-relative mx-auto mb-3 mb-sm-0 mr-sm-4" style="width:200px;"> <div class="team-image" style="background-image:url(https://isg-one.com/images/default-source/default-album/gruenewald-chris-sq.jpg?sfvrsn=e059c031_0);"></div>    </div> <div class="media-body"> <div class="d-flex justify-content-between align-items-center mb-2"> <h2>Chris Gruenewald</h2> </div> <p class="mb-0">Chris Gruenewald is a Director on the ISG Network Advisory Services team.</p> <a class="btn btn-primary" href="/who-we-are/people/chris-gruenewald">View articles by Chris Gruenewald</a> </div> </div> </div> </div>  </div> </div> </div> </div>  <div class="col-md-6 col-lg-4 mb-3 h-100 transition-3d-hover person-card"> <a href="javascript:;" data-toggle="modal" data-target="#modal-3"> <div class="team-image" style="background-image:url(https://isg-one.com/images/default-source/default-album/mitrega-martin-sq.jpg?sfvrsn=9f45df31_0);"></div> <h4 class="mt-2 mb-0 text-black"> Martin Mitrega</h4> <p class="text-black"> Director</p> </a> </div>  <div class="modal fade" id="modal-3" tabindex="-1" aria-labelledby="teamModal" aria-hidden="true" role="dialog"> <div class="modal-dialog modal-dialog-centered" role="document"> <div class="modal-content">  <div class="modal-header"> <div class="modal-close"> <button type="button" class="btn btn-icon btn-xs btn-ghost-secondary" data-dismiss="modal" aria-label="Close"> <svg width="14" height="14" viewBox="0 0 18 18" xmlns="http://www.w3.org/2000/svg"> <path fill="currentColor" d="M11.5,9.5l5-5c0.2-0.2,0.2-0.6-0.1-0.9l-1-1c-0.3-0.3-0.7-0.3-0.9-0.1l-5,5l-5-5C4.3,2.3,3.9,2.4,3.6,2.6l-1,1 C2.4,3.9,2.3,4.3,2.5,4.5l5,5l-5,5c-0.2,0.2-0.2,0.6,0.1,0.9l1,1c0.3,0.3,0.7,0.3,0.9,0.1l5-5l5,5c0.2,0.2,0.6,0.2,0.9-0.1l1-1 c0.3-0.3,0.3-0.7,0.1-0.9L11.5,9.5z"></path> </svg> </button> </div> </div>   <div class="modal-body">  <div class="container space-2"> <div class="border-bottom space-bottom-2 mx-md-auto"> <div class="media d-block d-sm-flex"> <div class="position-relative mx-auto mb-3 mb-sm-0 mr-sm-4" style="width:200px;"> <div class="team-image" style="background-image:url(https://isg-one.com/images/default-source/default-album/mitrega-martin-sq.jpg?sfvrsn=9f45df31_0);"></div>    </div> <div class="media-body"> <div class="d-flex justify-content-between align-items-center mb-2"> <h2>Martin Mitrega</h2> </div> <p class="mb-0">Martin Mitrega leads our EMEA Collaboration and Experience Solution Centre which guides our clients through transformation of their tradition workplace and collaboration models to achieve their digital & IT agendas. He is an expert in the area of Workplace of the Future, where he has a broad knowledge of current trends and developments in the market. In his role, Mr. Mitrega offers market insights, evaluates IT & digital strategies, designs future target operating models, and structures and negotiates the partnerships with new vendors to deliver digital & technology services.</p> </div> </div> </div> </div>  </div> </div> </div> </div>  <div class="col-md-6 col-lg-4 mb-3 h-100 transition-3d-hover person-card"> <a href="javascript:;" data-toggle="modal" data-target="#modal-4"> <div class="team-image" style="background-image:url(https://isg-one.com/images/default-source/default-album/pelzel-roman-pic-sq.jpg?sfvrsn=8780d231_0);"></div> <h4 class="mt-2 mb-0 text-black"> Roman Pelzel</h4> <p class="text-black"> Principal Consultant</p> </a> </div>  <div class="modal fade" id="modal-4" tabindex="-1" aria-labelledby="teamModal" aria-hidden="true" role="dialog"> <div class="modal-dialog modal-dialog-centered" role="document"> <div class="modal-content">  <div class="modal-header"> <div class="modal-close"> <button type="button" class="btn btn-icon btn-xs btn-ghost-secondary" data-dismiss="modal" aria-label="Close"> <svg width="14" height="14" viewBox="0 0 18 18" xmlns="http://www.w3.org/2000/svg"> <path fill="currentColor" d="M11.5,9.5l5-5c0.2-0.2,0.2-0.6-0.1-0.9l-1-1c-0.3-0.3-0.7-0.3-0.9-0.1l-5,5l-5-5C4.3,2.3,3.9,2.4,3.6,2.6l-1,1 C2.4,3.9,2.3,4.3,2.5,4.5l5,5l-5,5c-0.2,0.2-0.2,0.6,0.1,0.9l1,1c0.3,0.3,0.7,0.3,0.9,0.1l5-5l5,5c0.2,0.2,0.6,0.2,0.9-0.1l1-1 c0.3-0.3,0.3-0.7,0.1-0.9L11.5,9.5z"></path> </svg> </button> </div> </div>   <div class="modal-body">  <div class="container space-2"> <div class="border-bottom space-bottom-2 mx-md-auto"> <div class="media d-block d-sm-flex"> <div class="position-relative mx-auto mb-3 mb-sm-0 mr-sm-4" style="width:200px;"> <div class="team-image" style="background-image:url(https://isg-one.com/images/default-source/default-album/pelzel-roman-pic-sq.jpg?sfvrsn=8780d231_0);"></div>    </div> <div class="media-body"> <div class="d-flex justify-content-between align-items-center mb-2"> <h2>Roman Pelzel</h2> </div> <p class="mb-0">Roman Pelzel is a thought leader and trusted advisor with more than 25 years of experience in leading and facilitating digital workplace strategies and technologies as well as ITIL/value-driven service management in different business areas (insurance, automotive, utilities, e-commerce). He has made it his mission to sustainably connect talent and technology by helping organizations transform their digital workplaces into a digital work state experience that put people first. Roman is a recognized expert in workplace management technologies as well as hardware and software rollouts. He contributes to his clients' success with his comprehensive expertise gained in various roles, combining leadership, coaching and technical skills. </p> <a class="btn btn-primary" href="/who-we-are/people/roman-pelzel">View articles by Roman Pelzel</a> </div> </div> </div> </div>  </div> </div> </div> </div> </div> </div> </div> <div id="MainPlaceholder_C035_Col00" class="sf_colsIn bg-darkblue position-relative bg-star pt-6" data-sf-element="Container" data-placeholder-label="Container"> <img class="form-bar md-dk" src="/images/default-source/resourcepackages/isg2021/svg/components/bar.svg?sfvrsn=f0d6dc31_2" title="Bar" alt="Bar" /> <div id="MainPlaceholder_C036_Col00" class="sf_colsIn container space-bottom-1 position-relative z-index-2" data-sf-element="Container" data-placeholder-label="Container"><div class="row justify-content-lg-between mb-11" data-sf-element="Row"> <div id="MainPlaceholder_C037_Col00" class="sf_colsIn col-lg-6 space-top-1 text-white mb-7 mb-lg-0" 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