Market Perspectives

The 16th Annual Ventana Research Digital Leadership Awards recognize enterprises and individuals that utilize technology to advance business and IT. The Digital Leadership Awards showcase the professional leadership and their use of business applications or technology that contribute significantly to improved efficiency, productivity and the performance of their enterprise. This prestigious award recognizes leaders and pioneers who have contributed to their enterprise's success and championed improvements across their people, processes, information and technology.

Ventana Research has awarded MoneyGram International using NICE its prestigious 2023 Customer Experience Digital Leadership Award. This award recognizes the individual, enterprise and technologies that best exemplify leadership in applications that support engagement with customers. All award finalists in the Customer Experience expertise area were considered for this prestigious award.

Providing a satisfactory customer experience continues to be a top priority, but increasingly cannot be realized with outdated customer relationship management platforms and existing processes and technology. Current tools used to manage marketing, sales and customer service activities are focused on internal efficiencies and do not deliver the experience expected by customers along their entire journey of engagement with an enterprise. New digital technologies are changing how customer agents are managed and how they execute their tasks, enabling simpler yet more effective interactions with contact centers and placing more intelligence in customer experience processes. These new technologies make it possible to more effectively understand the complete voice of the customer, renovate digital commerce systems and enable a more effective digital subscription model.

Ventana Research selected MoneyGram for the 16th Annual Customer Experience Digital Leadership Award for its commitment to exceptional customer experiences through interactions across a customer journey. The use of NICE CXone enables MoneyGram to disseminate information to consumers on websites and through specific points of interaction, from marketing to customer needs, to help increase resolution and satisfaction. The investment provides increased enrollment and customer loyalty, which are essential to the growth of the organization.

Customer Experience is an area for an organization to go beyond transformation and work towards modernization and innovation. NICE addresses the challenges of streamlining personalized interactions to anticipate and meet customer needs. Organizations that need to modernize their customer experience and interactions will appreciate how NICE and CXOne can provide the ability to improve engagement and satisfaction.

Enterprises looking to maximize the value of business and technology investments across people and processes should consider how customer experience can optimize digital potential. If you have not examined how NICE can help your enterprise, it is well worth your time. Congratulations, Cyndi Daman and MoneyGram International, for your leadership.

Ventana Research, now part of ISG, offers research-based guidance to help enterprises adapt to the new generation of customer experience processes and systems and achieve the highest possible levels of satisfaction. Change is required to maintain competitiveness and to enable business resilience and customer readiness to achieve the outcomes your enterprise deserves.