ISG Software Research Analyst Perspectives (7)

DataGalaxy Addresses the Governance and Value of Data

Posted by Matt Aslett on 16 October 2025

I previously wrote about the role that data intelligence catalogs play in enabling business leaders to understand the use of data across an enterprise. I also recently wrote about the importance of treating data as a business discipline to ensure that data projects are aligned with business strategy objectives. As I noted, although many data catalog products provide enterprises with information... Read More

Topics: Governance, AI & Technologies

HR Tech 2025 Takeaways: The Future Is Ready—Are We?

Posted by Matthew Brown on 16 October 2025

For nearly 20 years, I have attended the Human Resources Technology Conference and Expo to take the temperature of the market. This year, the energy felt different—less showy, more grounded. I was able to engage with more than 40 software providers for deeper-dive discussions, and I left with three big takeaways and one nagging concern that I can’t shake. The first theme is about shrinking the... Read More

Topics: Employee Engagement, Learning Management, Talent Management, Workforce Management, Payroll Management, Total Compensation Management, Employees & HCM - Business & Technologies

Verint Uniquely Advances AI for CX with New Ownership

Posted by Keith Dawson on 15 October 2025

Verint held its annual Engage conference in September, shortly after it announced the news that it had agreed to be acquired by private equity firm Thoma Bravo for $2 billion. The new ownership plans on merging Verint with its competitor, Calabrio, after the deal closes in 2026. That sequence of events raises many important questions about the direction of both companies and the sector... Read More

Topics: automation, Contact Center, Verint, agent management, Customer Experience Management, CCaaS, Intelligent Self-Service, Customers and CX - Business & Technologies, Conversational Intelligence

Data Is the Structural Steel of Finance Departments

Posted by Robert Kugel on 15 October 2025

There's a saying among military historians that amateurs debate strategy while professionals talk about logistics. In a similar vein, those rooted deeply in the workings of information technology (IT) pay close attention to data because it is fundamental to the proficiency and effectiveness of any IT system. Visionaries speak of data being the oil or gold of the information economy; practitioners... Read More

Topics: Office of Finance, Business Planning, ERP and Continuous Accounting, Procure-to-Pay, Generative AI, Consolidate and Close Management, AI and Machine Learning, Order-to-Cash, Business & Technologies

Post-Go-Live Reality: Building a Continuous Adoption Practice

Posted by Matthew Brown on 14 October 2025

It’s easy to celebrate a go-live. It’s visible, it’s measurable and it comes with a finish line. But anyone who’s been through an HR technology implementation knows that go-live isn’t the end. It’s the beginning. The real value of an HR system doesn’t show up in the configuration. It shows up in the usage, which is often underwhelming. It shows up in whether employees can navigate it without... Read More

Topics: Employee Engagement, Learning Management, Talent Management, Workforce Management, Payroll Management, Total Compensation Management, Employees & HCM - Business & Technologies

Why Customer Journeys Matter to Enterprise CX

Posted by Keith Dawson on 30 September 2025

The idea of customer experience (CX) as a business practice relies heavily on being able to understand and track customer journeys. And that can be tricky because there isn’t a standard definition as to what a journey consists of. For example, inside a contact center the journey is perceived in terms of the steps a customer takes to achieve a particular result. Sometimes that is broadened out to... Read More

Topics: Contact Center, Field Service, CXM, Customers and CX - Business & Technologies, Customer Journey, Journey Management

Zendesk Illustrates How CCaaS Becomes CX

Posted by Keith Dawson on 24 September 2025

When building or outfitting a contact center, the core question that must be answered is: what software provider or system is foundational? For decades, the fundamental element was the routing engine, but as technology moved to the cloud, the primacy of the voice ACD receded. As it did, it became possible to conceive of a tech stack that’s not organized around routing but instead is focused on... Read More

Topics: Contact Center, Customer Experience Management, CCaaS, Customers and CX - Business & Technologies, Conversational Intelligence, Zendesk

The Evolving Data Product Platform Landscape

Posted by Matt Aslett on 23 September 2025

The emergence of natural language analytics interfaces driven by generative artificial intelligence (GenAI) models has accelerated enterprise initiatives to enable data democratization—making data available to business decision-makers without the need to train them to use business intelligence (BI) tools. It has also heightened the need for agreed semantic models and business metrics, as well as... Read More

Topics: Operations, Data Intelligence, AI & Technologies

Collaborative Supply Chain Forecasting Faces Serious Challenges

Posted by Robert Kugel on 16 September 2025

Collaborative Supply Chain Forecasting (CSCF) is a business discipline involving multiple supply chain stakeholders, including suppliers, distributors and sellers, that is aimed at producing a more accurate forecast of future demand and supply. Participants share supply and demand data, forecasts, assumptions and insights to improve visibility, reduce inefficiencies and attenuate supply-demand... Read More

Topics: Supply Chain Planning, Business Planning, Enterprise Resource Planning, supply chain management, Business & Technologies, Supply Chain and Operations

Nextdata Provides a Platform for Distributed Data

Posted by Matt Aslett on 11 September 2025

I previously described data mesh as a cultural and organizational approach to distributed data ownership, access and governance, rather than a product that could be acquired or even a technical architecture that could be built. While that remains true, many data management software providers have adapted their products in recent years to address the four key principles of data mesh:... Read More

Topics: Operations, Data Intelligence, AI & Technologies

Planning for Uncertainty with AI

Posted by Robert Kugel on 10 September 2025

We live in a time of uncertainty, not unpredictability. Planning charts the course of an enterprise through a sea of uncertainties, making fact-based predictions of potential outcomes to inform decision-making by executives and managers. Companies do a lot of planning—some formal but much of it informal. People in companies plan sales, they plan how to produce products and deliver services. They... Read More

Topics: Office of Finance, Business Planning, digital finance, Generative AI, AI and Machine Learning, Business & Technologies

Use AI and Technology to Optimize Working Capital

Posted by Robert Kugel on 03 September 2025

Working capital includes current assets (short-term items such as cash, money due from customers and inventory) and current liabilities (typically payments due to suppliers and loan amounts that must be repaid within one year). Working capital management is a prime function of the finance organization, designed to balance often-conflicting objectives related to revenue, liquidity, risk and... Read More

Topics: Office of Finance, ERP and Continuous Accounting, Procure-to-Pay, Order-to-Cash, Business & Technologies

IBM Enhances Data Intelligence and Data Integration

Posted by Matt Aslett on 02 September 2025

I previously wrote about IBM’s strategy of consolidating analytics, data and artificial intelligence (AI) functionality from various products under its watsonx brand, which was launched in 2023 to address the AI development life cycle, as well as data storage processing and AI governance. The company has added two more offerings to its watsonx portfolio in recent months, combining established... Read More

Topics: Governance, Operations, Analytics, Data Platforms, Data Intelligence, AI & Technologies, AI and Machine Learning

FloQast Gives Accountants an AI Hack to Improve Productivity

Posted by Robert Kugel on 28 August 2025

FloQast offers close management, reconciliation and accounting workflow automation software that streamlines processes and achieves reliable accuracy with less effort while providing real-time visibility into financial operations. The word “hack” originally referred to an ordinary horse, and later to a third-rate writer. More recently, it has come to mean—in a business context—a clever strategy... Read More

Topics: Office of Finance, ERP and Continuous Accounting, digital finance, Consolidate and Close Management, Business & Technologies

How Contact Centers Will Use Agentic AI for CX

Posted by Keith Dawson on 27 August 2025

I am struck by the blizzard of software announcements this year describing new features for CX tools that are “agentic,” meaning autonomous tools take actions without (much) human intervention. Industry conversation about agentic AI has proceeded ahead of clarifying definitions and a sense of how it fits on a continuum of rapid AI development. I’m not sure that everything currently described as... Read More

Topics: Analytics, Contact Center, Personalization, Customer Experience Management, Generative AI, Customers and CX - Business & Technologies, Agentic AI, Transformation, Disruption

Approaches to Data as a Business Discipline for AI

Posted by Matt Aslett on 27 August 2025

The IT department of any enterprise is integral to implementing and managing the execution of its data objectives, just as the finance department is integral to implementing and managing financial objectives. Few enterprises would allow the finance department complete autonomy to define financial strategies; however, too many enterprises allow the IT department to define data strategies. Treating... Read More

Topics: Governance, Operations, Analytics, Data Intelligence, AI & Technologies, AI and Machine Learning

Minimize Costs with Supply Chain Agility and AI

Posted by Robert Kugel on 26 August 2025

The era of ever-liberalizing trade that began in earnest in the 1950s (albeit with periodic ups and downs) came to an epochal end in the 2010s. Over the past decade, the ever-more demanding environment for supply chain planning and execution has forced enterprises to take a more strategic approach to managing these processes. The need for resiliency and adaptability in a rapidly changing world... Read More

Topics: Supply Chain Planning, Business Planning, Enterprise Resource Planning, supply chain management, Manufacturing, Healthcare, Generative AI, AI and Machine Learning, Automotive, Business & Technologies, CPG & Retail, Supply Chain and Operations

IT Is at the Heart of the AI-Enabled Economy

Posted by Jeff Orr on 26 August 2025

Artificial intelligence (AI) is no longer a futuristic concept but a current reality, and enterprise leaders are recognizing its profound impact on the IT sector. The development and deployment of AI-driven applications across various industries hinge on a robust IT infrastructure and skilled expertise. The words of industry leaders reinforce this sentiment: Amazon's CEO Andy Jassy indicates that... Read More

Topics: GRC, Operations, Learning Management, Business Planning, Cybersecurity, Generative AI, IT & Technologies, AI and Machine Learning, IT Management, Skills Gap, Bias, Risk Management

AI Agents in the Supply Chain offer a Competitive Edge

Posted by Robert Kugel on 21 August 2025

Agents offer almost effortless automation, so repetitive and boring tasks get done with the least amount of work and, perhaps, more consistently. Agents are an important evolutionary step in the design of business software, similar to the transition from procedural programming to event-driven programming that accelerated in the late 1980s. That paradigm shift created the business software... Read More

Topics: Supply Chain Planning, Business Planning, Operations & Supply Chain, Enterprise Resource Planning, supply chain management, Manufacturing, Automotive, Business & Technologies, CPG & Retail, Vertical Industry

Reltio Provides a Platform for AI-Driven Data Unification

Posted by Matt Aslett on 20 August 2025

Fragmentation is a pervasive problem for enterprises seeking to take advantage of data generated by various applications to drive business decision-making. For almost as long as the IT industry has existed enterprises have struggled to combine and integrate information from multiple data siloes created by a variety of applications and business units. Creating a “single version of the truth” that... Read More

Topics: Governance, Data Intelligence, AI & Technologies, AI and Machine Learning