ISG Software Research Analyst Perspectives

The data catalog has become an integral component of organizational data strategies over the past decade, serving as a conduit for good data governance and facilitating self-service analytics initiatives. The data catalog has become so important, in fact, that it is easy to forget that just 10 years ago it did not exist in terms of a standalone product category. Metadata-based data management functionality has had a role to play within products for data governance and business intelligence for...

I have written about vendor efforts to use artificial intelligence (AI) and advanced analytics in their applications targeted at sales and revenue teams to improve focus and prioritize activities, both for pipeline management as well as individual opportunities. Since then, vendors have continued to innovate, and there have been more releases showcasing efforts to aid sales and revenue. And with this continuing innovation, we believe that by 2026, two-thirds of revenue leaders will begin...

Today’s contact centers need to revisit core assumptions around measuring agent performance. Changes in business conditions influencing agent engagement raise new questions about whether traditional performance models are sufficient to address the more complex customer needs that have taken center stage in recent years.

Business intelligence has evolved. It now includes a spectrum of analytics, one of the most promising of which has been described as augmented intelligence. Some organizations have used the term to describe the practical reality that artificial intelligence with machine learning is not replacing human intelligence, but augmenting it. The term also represents the application of AI/ML to make business intelligence and analytics tools more powerful and easier to use. It’s this latter usage that I...

Organizations do not live in a vacuum and things happening outside their walls have a direct impact on how they perform. So, it is essential for them to incorporate external data in their forecasting, planning and budgeting, especially for predictive analytics and machine learning (ML) to support artificial intelligence (AI). I use the term external data to include any information about the world outside an organization (including economic and market statistics), competitors (such as pricing...

Payroll Management is one of the six major focus areas in the Human Capital Management research and advisory practice at Ventana Research. “Continuous payroll” is a hot topic in this area, with much discussion about the always-on nature of this enhanced payroll function and its related demands for supporting technologies. Advancements in payroll technologies and practices have paved the way for off-cycle payroll transactions and pay modes – like earned wage access, for example – to become the...

Outbound communication is used in a number of different contexts. For potential customers, traditional telemarketing still exists, though it is limited these days due to its minimal effectiveness. Instead, many customer-experience planners have substituted digital outbound over voice for lead generation and nurturing campaigns. Customers find text messages in the channel of their choice to be much less intrusive, and they are considerably less expensive than having contact center agents reach...

I recently wrote about the need for organizations to take a holistic approach to the management and governance of data in motion alongside data at rest. As adoption of streaming data and event processing increases, it is no longer sufficient for streaming data projects to exist in isolation. Data needs to be managed and governed regardless of whether it is processed in batch or as a stream of events. This requirement has resulted in established data management vendors increasing their focus on...

General Omar Bradley is credited with saying, “Amateurs study strategy, professionals study logistics.” This is a battlefield commander’s perspective on the often-overlooked importance of mastering the nitty-gritty in achieving military objectives. I think the same is true when it comes to data in business computing because, in my experience, it is often an overlooked or secondary consideration.

You would be forgiven for thinking that no one buys anything in person any more given the pages of digital ink spilled over the rise of digital commerce led by the rise and rise of Amazon. However, one quick errand run on a Saturday morning would easily give lie to this, as parking lots are full, not just at grocery stores but for everyday retail as well as big box stores. Likewise, in business-to-business (B2B) commerce, despite the advertised demise, person-to-person sales are still a major...