ISG Software Research Analyst Perspectives

Headless BI and Data Democratization Enables AI and Data-Driven Enterprises

Posted by Matt Aslett on 30 April 2025

In an earlier Analyst Perspective, I discussed data democratization’s role in creating a data-driven enterprise agenda. Building a foundation of self-service data discovery, data-driven organizations provide more workers with the ability to analyze and use data. I’ve also examined how generative artificial intelligence (GenAI) could revolutionize business intelligence software by using natural... Read More

Topics: Analytics, AI, Data Intelligence

Are Your CX KPIs Built to Measure Outcomes or Activity?

Posted by Keith Dawson on 30 April 2025

There are contact centers, and there is customer experience. They are not the same thing, even though we have a tendency to conflate them or at least discuss them in tandem for operational and planning purposes. This is mostly fine, but it does obscure one basic difference that will matter more as enterprises succeed at integrating contact centers into enterprise CX strategies. That difference is... Read More

Topics: Customer Experience, Contact Center, Customer Experience Management

Addressing Overwhelm in Enterprise Security Leadership

Posted by Jeff Orr on 29 April 2025

In an era defined by the relentless advance of cyber threats, enterprise security leaders grapple with an overwhelming landscape. Enterprises face complex challenges as sophisticated attacks and increasing responsibilities stretch security teams thin. Many describe daily experiences as perpetual "firefighting," trapped in cycles of reacting to incidents rather than developing proactive strategies... Read More

Topics: Digital Technology, Cybersecurity

Progress Enables Knowledge Graphs for Semantic AI

Posted by Matt Aslett on 24 April 2025

As enterprises embrace the potential opportunities presented by artificial intelligence (AI), they are quickly finding that good data management is a prerequisite. As was explained in ISG’s State of Generative AI Market Report, AI requires data that is clean, well-organized and compliant with regulatory standards. There are multiple challenges to delivering AI-ready data, including combining... Read More

Topics: Machine Learning, Analytics, IT, AI, Data Platforms, ADM, DevOps

Kinaxis Demonstrates Accessible AI-Enabled Supply Chains

Posted by Robert Kugel on 23 April 2025

I recently attended Kinaxis’ annual user group meeting, Kinexions. The most important theme of the event was the trifecta of artificial intelligence (AI), generative AI (GenAI) and agents. Supply chain planning and execution software are the business software domains that are going to be major beneficiaries of AI and agentic AI automation. However, they also are going to be two of the more... Read More

Topics: Office of Finance, Supply Chain Planning, Business Planning, Supply Chain, supply chain management

HCM Suites and Workforces: Engagement and AI Strategies

Posted by Matthew Brown on 23 April 2025

For years, HR technology has been seen primarily as an administrative tool—handling records, payroll and compliance. But what if its real power lies in shaping workforce strategy, building community and driving transformation? HCM suites are often implemented with a “set it and forget it” mindset, treated as digital filing cabinets—useful, but not transformative. Many leaders still rely on... Read More

Topics: HCM, HCM Suites

AI Cybersecurity Lessons: Insights from the DeepSeek Incident

Posted by Jeff Orr on 22 April 2025

In a defining moment for the artificial intelligence (AI) sector, the recent breach involving Chinese company Liang Wenfeng (makers of DeepSeek AI) has shed light on the emerging cyber threats that challenge the industry. The reported incident revealed that DeepSeek AI had left its ClickHouse database accessible to the public, exposing over one million lines of log entry data. This data included... Read More

Topics: Digital Technology, Cybersecurity, Generative AI, DeepSeek, OpenAI

NICE Orchestrates AI and Automation for Customer Journeys

Posted by Keith Dawson on 22 April 2025

One way to think about the change in service and support in the current dynamic technological environment is to see it as a transition from managing interactions as they happen to managing the overall customer journey. It’s a lot harder to optimize a journey than an interaction. More people are involved, with different systems, key performance indicators and data sources, to cite just a few... Read More

Topics: Customer Experience, Contact Center, Orchestration, Customer Journey

Achieve a Faster Tax Provision Process for a Faster Close

Posted by Robert Kugel on 17 April 2025

Managing corporate income taxes is a challenge for chief financial officers and their tax department professionals. Tax codes are often complex, so tax accounting as well as the data required for tax provisions and tax compliance are different enough from statutory accounting to create significant workloads for the tax department. The provision for income tax expense and, for public companies,... Read More

Topics: Office of Finance, ERP and Continuous Accounting, tax; tax provision; transfer pricing, digital finance, Consolidate and Close Management

Workforce Planning Reimagined: AI Makes Forecasting Smarter

Posted by Matthew Brown on 17 April 2025

Workforce planning has long been a cornerstone of business strategy, yet many enterprises still approach it with outdated methods. Traditionally, it has been rigid, reactive, subjective and often siloed. But as industries evolve—especially those with high turnover and a large frontline workforce, like retail, healthcare and hospitality—companies must rethink how they forecast talent needs.... Read More

Topics: HCM, Human Capital Management, Employee Engagement, Learning Management, Talent Management, Workforce Management, Total Compensation Management

isolved’s Bold Vision for HR Tech and Services: After the Summit

Posted by Matthew Brown on 15 April 2025

Attending isolved’s first Analyst Summit was more than just an opportunity to hear about their latest innovations—it was a front-row seat to their vision for the future of HR technology and services. A central theme emerged quickly—they are deeply committed to supporting small and mid-sized businesses (SMBs), not just with technology but also with robust services and an ecosystem of partners that... Read More

Topics: Human Capital Management, Employee Engagement, Learning Management, Talent Management, Workforce Management, Payroll Management, Total Compensation Management

Board Goes All-In for External Data and AI to Improve Performance

Posted by Robert Kugel on 15 April 2025

ISG Research recently announced the results of its Business Planning Buyers Guide for 2025. We rated Board Exemplary and a leader in customer experience and in reliability. Board recently launched two external data offerings that significantly strengthen the capabilities of its planning software. Its Board Foresight is designed to support more effective and potentially more accurate forecasting... Read More

Topics: Office of Finance, Business Planning, digital finance, Consolidate and Close Management

Human Meets Machine with AI: How to Manage Technology with Workforce

Posted by Matthew Brown on 01 April 2025

In the rush to embrace AI and automation, organizations are making a critical misstep: they are treating technology as a replacement for HR rather than as an enabler of its evolution. While AI, machine learning and automation offer powerful efficiencies, HR's core mission has always been about people. The challenge today is ensuring that technology amplifies—not replaces—the human touch in HR.... Read More

Topics: Human Capital Management, employee experience