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Richard J Snow

Richard J Snow, VP & Research Director, Ventana Research

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The future of CRM

The future of CRM

Customer loyalty – fact or fiction?

Customer loyalty – fact or fiction?

Customer Experience Management (CEM) – What is it really about?

Customer Experience Management (CEM) – What is it really…

Have Service-Level Stats Outlived their Sell-by Date?

Have Service-Level Stats Outlived their Sell-by Date?

How Unified Communications Can Improve The Contact Centre

How Unified Communications Can Improve The Contact Centre

Six things to banish from your contact centre

Six things to banish from your contact centre

How it Looks – the Contact Centre of the Future

How it Looks – the Contact Centre of the Future

Time to Get Rid of Your IVR (or at Least Fix it)

Time to Get Rid of Your IVR (or at Least Fix it)

Customer Experience Management (CEM) Explained

Customer Experience Management (CEM) Explained

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

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8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

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Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

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What is Sentiment Analysis, and How Can it Improve CX?

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