ISG Software Research Analyst Perspectives

The Room Where It Happens: Digital Sales

Posted by Barika Pace on 18 June 2026

B2B buying has moved into a more fragmented operating model: more stakeholders, more digital research, more internal consensus-building and fewer moments where the seller actually controls the conversation. The implication for CROs is clear: Revenue teams need better technology to manage what happens between meetings, not just what happens inside the CRM. The complication is that many sales... Read More

Topics: sales engagement, Office of Revenue - Business Technologies

Is Sprinklr the Model for a Post-CCaaS CX?

Posted by Keith Dawson on 16 June 2026

Nothing illustrates the degree to which the contact center market has changed as much as the emergence of Sprinklr as a competitive player in CCaaS. Here is a company that comes directly at the service environment from a role in MarTech (specifically social media management and monitoring), with no legacy baggage to weigh it down. The change we’re seeing is the convergence of once-separate... Read More

Topics: Contact Center, Field Service, CCaaS, Customers and CX - Business & Technologies, Sprinklr, Unified CXM

Assessing the Health of the MySQL Ecosystem

Posted by Matt Aslett on 10 June 2026

I recently wrote about the increasing popularity and range of adoption choices for the PostgreSQL database. Having done so, it is also worth taking the time to assess the health of another significant open-source database: MySQL. As with PostgreSQL, potential adopters of MySQL have a variety of different options available, thanks to a broad ecosystem of service, support and software providers.... Read More

Topics: Data Platforms, AI & Technologies

Providers to Watch: The Platform War Reshaping Revenue Intelligence

Posted by Barika Pace on 09 June 2026

Revenue intelligence was never supposed to become a platform war, but that is exactly what is happening. What started as a category focused on pipeline visibility, conversation capture and forecast accuracy has rapidly expanded into something far more strategic. Providers are no longer competing to provide insights; they are competing to own execution. For CROs, that shift changes the buying... Read More

Topics: sales engagement, Revenue Performance Management, Revenue Lifecycle Management, Office of Revenue - Business Technologies

ServiceNow Reframes AI as Governed Autonomous Work

Posted by Jeff Orr on 04 June 2026

ServiceNow used the Knowledge 26 conference to make a clear market claim: Enterprise AI will not scale through disconnected assistants, isolated copilots or unmanaged agent experiments. It will scale through governed autonomous work tied to workflow execution, operational data, identity controls and measurable business outcomes. That is the right conversation for enterprise IT leaders. The risk... Read More

Topics: ITSM, Cybersecurity, Intelligent Automation, AIOps, IT & Technologies, ADM & DevOps, Platforms, Non-Human Identity, IT Management & Operations, ServiceNow, ESM, Cybersecurity Automation, AI Governance, Autonomous Workforce, ITAM, Identity Governance, Workflow Automation

Salesforce Adds Knowledge to Tableau for Agentic Analytics

Posted by Matt Aslett on 03 June 2026

I recently wrote about the growing importance of semantics as a context layer for business intelligence and artificial intelligence agents. Semantic modeling has always been a critical enabler for business intelligence, adding meaning to data that provides the conceptual context for its use. It has become essential as a key enabler of multiple trends driving innovation in the analytics sector,... Read More

Topics: Analytics, Data Platforms, Generative AI, AI & Technologies, AI & Machine Learning