ISG Software Research Analyst Perspectives (69)

Broken Analytics and BI? Natural Language and Notifications Can Help

Posted by Mark Smith on 15 June 2017

If we look at the focus of technology vendors for analytics and business intelligence or business applications providers deploying these capabilities in the last five years, we see that they have elevated the importance on the value of visualization and dashboards. These promotions might be understandable, but will they make business and the people using them more intelligent? If you have... Read More

Topics: Big Data, Data Science, Mobile, Machine Learning, Analytics, Business Intelligence, Cloud Computing, Collaboration, Information Optimization, Digital Technology, Machine Learning and Cognitive Computing

Salesforce Fails Again in Customer Experience

Posted by Mark Smith on 14 June 2017

More than a year ago I wrote from personal experience about the challenges our firm encountered with Salesforce’s cloud computing systems and customer service and if we can trust them for business in the cloud. That perspective covered a range of issues that the behemoth cloud computing applications and platform company is facing regarding its service and technology. While Salesforce has shifted... Read More

Topics: Big Data, Sales, Office of Finance, Analytics, Cloud Computing, Collaboration, Product Information Management, Sales Performance Management, Digital Commerce, Sales and Operations Planning, Machine Learning and Cognitive Computing, Sales Enablement and Execution, Machine Learning Digital Technology, Sales Planning and Analytics

Customer Expectations Remain a Business and Technology Challenge

Posted by ISG Research on 14 June 2017

Our benchmark research into next-generation customer engagement shows that companies use, on average, seven channels of communication to engage customers. It also finds that supporting multiple channels leads to several challenges for organizations, chiefly difficulty of integrating systems (49%), channels managed as silos (47%) and inconsistent responses across channels (33%). Today’s customers... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Office of Finance, Customer Service, Contact Center

NetSuite Presents New Suites at SuiteWorld

Posted by Robert Kugel on 08 June 2017

I recently attended SuiteWorld, NetSuite’s annual user conference. In the opening keynotes and throughout the event speakers emphasized benefits for NetSuite users resulting from the merger of NetSuite and Oracle, completed last fall. I wrote about this at the time. NetSuite users are likely to benefit from Oracle’s sales and core technology infrastructure. Before the merger, NetSuite’s R&D... Read More

Topics: Human Capital Management, Office of Finance, Recurring Revenue, Cloud Computing, HRMS, Enterprise Resource Planning, ERP and Continuous Accounting

The Year of Machine Learning

Posted by David Menninger on 01 June 2017

This year various types of organizations are embracing machine learning like it is going out of style – or maybe it would be better to say coming into style. And now with a little investigation on LinkedIn finds over half million professionals with machine learning in their job title. Machine learning is the application of specific data science algorithms that become more accurate as the system... Read More

Topics: Big Data, Data Science, Analytics, Business Intelligence, Cloud Computing, Machine Learning and Cognitive Computing, Machine Learning Digital Technology

NICE Evolves Workforce Optimization Portfolio for Customer Excellence

Posted by ISG Research on 01 June 2017

I recently discussed how NICE continues to invest in its core products while creating a full customer experience platform, combining its core offerings with products newly acquired from inContact and Nexidia. During two recent briefings, I learned that these investments continue at quite a pace; the company announced a new product to address the ever-increasing number of channels of engagement,... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Office of Finance, Customer Service, Contact Center

Host Analytics Empowers Office of Finance

Posted by Robert Kugel on 27 May 2017

Ventana Research defines financial performance management (FPM) as the process of addressing the often overlapping people, process, information and technology issues that affect how well finance departments operate and support the activities of the rest of their organization. FPM deals with the full cycle of finance department activities, which include planning and budgeting, analysis, assessment... Read More

Topics: Mobile, Human Capital Management, Office of Finance, Recurring Revenue, Continuous Planning, Analytics, Business Intelligence, Financial Performance Management, Price and Revenue Management, ERP and Continuous Accounting, Sales Planning and Analytics

Informatica Asserts Its Commitment to the Cloud and Machine Learning

Posted by David Menninger on 27 May 2017

Informatica reintroduced itself to the world at its recent customer conference, Informatica World, in San Francisco. The company took advantage of the event to showcase its new branding in an effort to change the way customers think about the company. Informatica has been providing information services in the cloud for more than a decade. Even though cloud revenue comprises a minority of... Read More

Topics: Big Data, Data Science, Analytics, Business Intelligence, Cloud Computing, Data Governance, Data Integration, Data Preparation, Information Optimization, Machine Learning and Cognitive Computing, Machine Learning Digital Technology

Pitney Bowes Innovates Customer Engagement

Posted by ISG Research on 23 May 2017

Our benchmark research into the next-generation contact center in the cloud shows that organizations are supporting more and more channels of engagement; an emerging one is video. Adoption rates suggest that use of this technology for customer service is still in its early days, but as more consumers make video calls using mobile apps such as FaceTime, WhatsApp and Skype, we expect adoption rates... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Office of Finance, Customer Service, Contact Center

Zuora Acquires Leeyo for Revenue Recognition

Posted by Robert Kugel on 22 May 2017

Zuora, a subscription commerce and billing software company, recently acquired Leeyo, a company that provides software that automates the revenue recognition and forecasting processes. The terms were not disclosed. The acquisition is relevant to subscription-based businesses because of changes to accounting standards about to go into effect that will have a significant impact on how they account... Read More

Topics: Customer Experience, Human Capital Management, Office of Finance, Continuous Planning, Contact Center, Financial Performance Management, Enterprise Resource Planning, ERP and Continuous Accounting

Compensation Management Software Vendors Evaluated in Value Index

Posted by Mark Smith on 22 May 2017

Compensation and the processes and systems to support it are at the center of success in every organization, as I have noted recently. In our view, an investment in total compensation management software is a strategic step toward advancing human capital management. Our benchmark research on this topic found some progress in attitudes about modernizing compensation practices. Almost three-fourths... Read More

Topics: Human Capital Management, Office of Finance, Learning Management, HRMS, Workforce Management, Work and Resource Management, ERP and Continuous Accounting, Payroll Optimization

MicroStrategy Deepens Potential of Analytics and BI Platform

Posted by David Menninger on 17 May 2017

I recently attended the MicroStrategy World conference, which was held in Washington, D.C. and it celebrate its 20th anniversary, which is why MicroStrategy hosted the event near its headquarters. Over the past 20 years, the market and technology for business intelligence and analytics have significantly changed, and in several changes, MicroStrategy has been at the forefront. Now is a good time... Read More

Topics: Big Data, Mobile Technology, Analytics, Business Intelligence, Digital Technology

Supercharge Sales Analytics with Digital Technologies

Posted by Mark Smith on 12 May 2017

Our firm regularly explores the impacts of new technologies on business. Analytics is foremost among recently emerging technologies, which our benchmark research consistently confirms. In our research on next-generation sales analytics, fourth-fifths (82%) of participating organizations cited analytics as the most important technology trend for sales; however, several other technologies also are... Read More

Topics: Big Data, Sales, Mobile Technology, Office of Finance, Analytics, Cloud Computing, Collaboration, Product Information Management, Sales Performance Management, Digital Commerce, Machine Learning and Cognitive Computing, Sales Enablement and Execution, Machine Learning Digital Technology, Sales Planning and Analytics

Vendavo Brings Intelligence to Pricing and Profitability

Posted by Robert Kugel on 09 May 2017

Vendavo recently held its annual Profit Summit, a combination of a user group conference and a forum for covering evolving trends and techniques in business-to-business (B2B) pricing. Especially in emerging categories like pricing and revenue management, this sort of event provides an opportunity to assess the state of the market and the maturity of the applications. As I’ve noted, adoption of... Read More

Topics: Big Data, Sales, Office of Finance, Analytics, Cloud Computing, Sales Performance Management, Price and Revenue Management, Digital Commerce, Pricing and Promotion Management, Sales Enablement and Execution, Sales Planning and Analytics

Imperative for Customer Engagement Needs Attention

Posted by ISG Research on 08 May 2017

Not long ago, organizations engaged with customers by meeting them in person, speaking with them on the telephone or writing to them. To be competitive today, however, organizations cannot confine customer service to those forms of engagement. Customers now engage with each other and organizations through a variety of digital channels that include email, corporate websites, text messaging,... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Office of Finance, Customer Service, Contact Center

Prepare and Wrangle Data for Sales Analytics

Posted by Mark Smith on 05 May 2017

The importance of analytics for sales organizations is clear and, as I pointed out in my recent analyst perspective on the next generation of sales analytics, these capabilities optimize revenue potential. However, utilizing sales analytics requires a set of data skills that most organizations still find challenging and are thus not fully prepared to support. The efficient access and preparation... Read More

Topics: Big Data, Sales, Machine Learning, Office of Finance, Analytics, Cloud Computing, Collaboration, Product Information Management, Sales Performance Management, Digital Technology, Digital Commerce, Sales and Operations Planning, Machine Learning and Cognitive Computing, Sales Enablement and Execution, Sales Planning and Analytics

mplsystems Optimizes Omnichannel Engagement

Posted by ISG Research on 02 May 2017

Our benchmark research into next-generation contact centers in the cloud confirms what many others are writing and talking about – that customer experience is now the business differentiator. This means that organizations need to get customer engagement right at every touch point, be it assisted by employees or digital. The same research shows that while organizations are supporting more channels... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Service, Contact Center

Effective Compensation Systems Transforms Human Capital Management

Posted by Mark Smith on 02 May 2017

Compensation management is essential for any organization that values engaging and retaining its employees. It is a fundamental component of a range of personnel-related activities – recruiting and hiring, assessing performance, and career and succession planning. Determining and providing appropriate compensation, which may involve base pay, merit pay, variable pay and incentives or bonuses, is... Read More

Topics: Human Capital Management, Office of Finance, Learning Management, HRMS, Workforce Management, Work and Resource Management, ERP and Continuous Accounting, Payroll Optimization

NGDATA Innovates on DNA of the Customer

Posted by ISG Research on 27 April 2017

Ever since I became involved in the CRM and customer service markets, everyone – businesses, vendors, consultants and analysts – has been talking and writing about the “360-degree view of the customer”. Despite claims from several vendors, I haven’t seen any products that produce a full 360-degree view, and user organizations haven’t had the time or resources to develop the technology themselves.... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Office of Finance, Customer Service, Contact Center

New Generation of Sales Analytics Can Optimize Revenue Potential

Posted by Mark Smith on 27 April 2017

I have been following advances in sales analytics since the 1990s. Over the last five years, however, I have seen evolution, not innovation. In most cases the information that analytics provides is too complicated and not contextualized enough for sales people who are not analytics experts to understand, let alone take action on. As I pointed out in my 2017 research agenda on sales, analytics is... Read More

Topics: Big Data, Sales, Mobile Technology, Office of Finance, Analytics, Cloud Computing, Collaboration, Product Information Management, Sales Performance Management, Digital Commerce, Sales and Operations Planning, Machine Learning and Cognitive Computing, Sales Enablement and Execution, Machine Learning Digital Technology, Sales Planning and Analytics