Analyst Perspectives

In recent years, organizations have struggled to find and retain the right talent to fill critical roles. This can be attributed to a combination of factors, including an aging workforce, a lack of critical skills needed for current and future organizational needs, and increased competition for talent from other organizations seeking similar skills. Our research shows that, within the next five years, one-half of all employees will require significant reskilling and upskilling in order to keep...

In my perspective on decision intelligence, I lamented the fact that business intelligence technologies have left the rest of the exercise to the reader for too long. Making a decision is a process that involves many steps and many people. Decision-making is so complicated and divorced from day-to-day business processes that organizations have had to create entirely separate teams to focus on the analytics and data to support it. One aspect of the decision-making process that can be enhanced by...

As engagement with customers, suppliers and partners is increasingly conducted through digital channels, ensuring that infrastructure and applications are performing as expected is not just important but mission critical. My colleague, David Menninger, recently explained the increasing importance of observability to enable organizations to ensure that their systems and applications are operating efficiently. Observability has previously been the domain of the IT department but is increasingly...

Contact centers have long collected feedback from customers, usually through short surveys. It is very common for an agent or an automated system to ask for an assessment of the interaction that just occurred, hoping to get the customer's candid, instant view of whether they were satisfied. For the most part, what's learned in those short engagements is very narrow. It can be used for a customer satisfaction snapshot, and it can be used to find out if a particular agent is running into trouble....

Organizations are becoming increasingly aware of the potential value that can be gained by processing big data. As data sources grow, it becomes important to have tools and methods to effectively process, analyze and visualize this information from disparate systems and warehouses.

I have written recently about the increasing importance of managing data in motion and at rest as the use of streaming data by enterprise organizations becomes more mainstream. While batch-based processing of application data has been a core component of enterprise IT architecture for decades, streaming data and event processing have often been niche disciplines typically reserved for organizations with the highest-level performance requirements. That has changed in recent years, driven by an...

People analytics is the application of data and statistical methods to better understand and optimize the human capital within an organization. It has become a crucial aspect of business strategy as organizations seek to make data-driven decisions about the workforce. In the past decade, the people analytics market has experienced substantial growth, as businesses look for ways to gain insight into the effectiveness and efficiency of human capital investments. Most HCM technology platforms...

To execute more data-driven business strategies, organizations need linked and comprehensive data that is available in real time. By consistently managing data across siloed systems and ensuring that data definitions are agreed and current, organizations can overcome the challenges presented by data being distributed across an increasingly disparate range of applications and data-processing locations. Maintaining data quality is a perennial data management challenge, often preventing...

The chief financial officer of a midsize organization faces a different set of challenges than those in larger or smaller enterprises. These organizations have grown to the point of requiring capabilities similar to larger businesses, but typically lack the staff or financial resources afforded to bigger organizations. The past decade of IT innovation – especially the expansion of cloud computing – has brought substantial benefits to midsize finance and accounting operations. Rapidly growing...

Data Operations (DataOps) has been part of the lexicon of the data market for almost a decade, with the term used to describe products, practices and processes designed to support agile and continuous delivery of data analytics. DataOps takes inspiration from DevOps, which describes a set of tools, practices and philosophy used to support the continuous delivery of software applications in the face of constant changes. DataOps describes a set of tools, practices and philosophy used to ensure...