Ventana Research Analyst Perspectives

Salesforce Brings Conversation and Customer Experience to the Forefront

Posted by Mark Smith on Oct 16, 2018 9:00:00 AM

Dreamforce has become the largest enterprise software event for businesses in the United States, and it is evident why when looking at it this year. With over 170,000 business and IT professionals attending, Salesforce came to show off upcoming product announcements and innovations. This year's biggest focus was on Einstein Voice (a personalized and intelligent conversational assistant), integration with other platforms, and Salesforce Customer 360. The last of these is the start of an answer to a problem we have well documented; businesses struggle getting a full view of the customer and provide a frictionless response to issues and interactions. For the full breakdown of Dreamforce 2018, and my analysis of all the largest announcements, watch my hot take video.

Read More

Topics: Customer Experience, digital technology, Digital Marketing, Marketing, Voice of the Customer, AI, Machine Learning, natural language processing, SPM, Sales Performance Management, Robotic Process Automation, CRM, Salesforce.com, Dreamforce

The Market of Data at Strata

Posted by David Menninger on Oct 5, 2018 11:31:50 AM

In 2017 Strata + Hadoop World was changed to the Strata Data Conference. As I pointed out in my coverage of last year’s event, the focus was largely on machine learning and artificial intelligence (AI). That theme continued this year, but my impression of the event was of a community looking to get value out of data regardless of the technology being used to manage that data. The change was subtle: The location was the same; the exhibitors were largely the same; attendance was similar this year and last. But there was no particular vendor or technology dominating the event.

Read More

Topics: Analytics, Business Intelligence, data science, Big Data, Data Integration, Data Governance, Data Preparation, Information Optimization, Machine Learning, digital technology, Machine Learning and Cognitive Computing

From Analytics to Action Requires Collaboration

Posted by David Menninger on Sep 20, 2018 8:35:24 AM

All too often, software vendors view analytics as the end rather than the beginning of a process. I’m reminded of some of the advanced math classes I’ve taken in which the teaching process focused on a few key aspects of a mathematical proof or solution, leaving the rest of the exercise to be worked out by the students. In other contexts, you may hear people say the numbers speak for themselves.

Read More

Topics: Analytics, business intelligence, Collaboration, data science, Data Governance, Information Optimization, Machine Learning, digital technology, collaboration for business

A Superior Employee Experience – A New Business Imperative

Posted by Steve Goldberg on Jun 14, 2018 8:10:54 AM

Employee engagement has been a dominant theme in both human capital management (HCM) and the systems to manage it in recent years; lately (though not necessarily appropriately) it is a topic often equated with the notion of the employee experience. On a related point, Gallup’s annual employee engagement survey has consistently found the majority of today’s workforce to be disengaged, defined as “not enthusiastic or passionate about their work.” Interest in the degree to which HCM technology can improve employee engagement (or mitigate disengagement) now rivals the attention given to such perennial chief human resources officer (CHRO) concerns as attracting and retaining top talent and retooling the workforce.

Read More

Topics: Analytics, Business Intelligence, Cloud Computing, Collaboration, data science, Big Data, Machine Learning, Workforce Optimization, digital technology, Human Capital Management, HRMS, Learning Management, Workforce Management

AI in Business: Hypocrisy and Opportunity

Posted by Mark Smith on Jun 6, 2018 8:17:49 AM

We now are well beyond the year depicted in 2001: A Space Odyssey, a cinematic perspective on the future of artificial intelligence in which HAL 9000, a computer, is able to simulate human behavior and control machines. Anyone reviewing the past two years of marketing around AI in the business technology industry can be forgiven for believing that we have arrived at the futuristic state Stanley Kubrick imagined. We have not.

Read More

Topics: Analytics, Business Intelligence, Cloud Computing, Collaboration, data science, Internet of Things, Mobile, Big Data, Data Integration, Data Governance, Data Preparation, Information Optimization, Machine Learning, Customer Experience, Billing and Recurring Revenue, Contact Center, Customer Analytics, Customer Engagement, Customer Service, Workforce Optimization, digital technology, collaboration for business, Cybersecurity, Machine Learning and Cognitive Computing, Mobile Technology