Big data has become an integral part of information management. Nearly all organizations have some need to access big data sources and produce actionable information for decision-makers. Recognizing this connection, we merged these two topics when we put together our recently published research agendas for 2017. As we plan our research, we focus on current technologies and how they can be used to improve an organization’s performance. We then share those results with our readers.
Topics: Big Data, data science, Data Governance, Data Integration, Data Preparation, Information Management, Internet of Things, analytics, Machine Learning and Cognitive Computing, Machine Learning Digital Technology
In 2016 Ventana Research saw a significant shift in the customer engagement and contact center software markets. Our benchmark research into the next-generation contact center in the cloud shows that for 70 percent of companies, customer experience is and will be an important way of competing; the largest growth in ways of competing is to introduce digital self-service, which will increase by 12 percent. To support those changes, organizations have introduced more channels of engagement, to the extent that our research shows the average has grown to eight channels. Our benchmark research into next-generation customer engagement shows that in nearly half (47%) of organizations these channels are managed as silos, which indicates that most organizations still operate multiple channels rather than supporting omnichannel engagement. The next-generation contact center research confirms that customer engagement is an enterprise-wide issue but one-third (33%) of companies struggle to provide consistent responses across touch points.
Topics: Mobile, Customer Analytics, Customer Engagement, Customer Experience, cloud computing, Collaboration, Customer Service, Internet of Things, Contact Center, workforce optimization, analytics, Billing and Recurring Revenue
Ventana Research analysts recently published our research agendas for 2017. As we put together these plans we think about the forces that are shaping the markets that we cover and then craft agendas that study these issues to provide insights for our community. I’ve been working in the business intelligence (BI) and analytics market for nearly 25 years, and throughout that time the industry has been trying to make analytics useful to increasingly wider audiences. That focus continues to today. Better search and presentation methods, including visual discovery and natural-language processing, are promising ways to engage more users. We also see organizations supporting their users in specific functional roles with relevant and accessible analytics. My colleagues examine these issues as part of their agendas in the Office of Finance, Sales, Marketing, Customer Experience, Operations and Supply Chain, and Human Capital Management. While their agendas include analytics within specific domains, my own research focuses on a range of analytics issues across domains including cloud computing, mobility, collaboration, data science and the Internet of Things.
Topics: Big Data, data science, Mobile Technology, cloud computing, Business Intelligence, Collaboration, Internet of Things, analytics, Machine Learning and Cognitive Computing, Machine Learning Digital Technology, Collaboration for Business
The business intelligence market is bounded on one side by big data and on the other side by data preparation. That is, to maximize their performance in using information, organizations have to collect and analyze ever increasing volumes of data while the tools available are constantly evolving in the big data ecosystem that I have written about. In our benchmark research on big data analytics, half (51%) of organizations said they want to access big data using their existing BI tools. At the same time, as I have noted, end users are demanding self-service access to data preparation capabilities to facilitate their analyses.
The big data market continues to evolve, as I have written previously. Vendors are attempting to differentiate their offerings as they seek to encourage customers to pay for technology that they could potentially download for free.