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Customer Feedback Management Goes Way Beyond Surveys for the VoC

Posted by Keith Dawson on 13 April 2023
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... Read More

Topics: Customer Experience, Voice of the Customer, Contact Center, AI

OnviSource Brings Intelligence to Contact Center Automation

Posted by Keith Dawson on 24 March 2022
Today’s contact center agents find themselves handling increasingly more complex interactions due to changes in consumer demand, advances in self-service and the proliferation of digital contact channels. This added complexity requires continuous agent support for successful customer experience outcomes. Intelligent software can reduce agent workload and improve customer interactions by picking... Read More

Topics: Customer Experience, Contact Center, AI

HyperIntelligence™ & Microstrategy World 2019

Posted by David Menninger on 04 March 2019
MicroStrategy recently held their annual user conference, MicroStrategy World 2019. This year's conference brought 2,100 customer attendees plus partners to the Phoenix Convention Center in Phoenix, AZ. The big news of the event was the introduction of MicroStrategy HyperIntelligence™, a platform tool designed to directly inject analytics into business applications. Beyond the unveiling of... Read More

Topics: MicroStrategy, embedded analytics, Analytics, Business Intelligence, Collaboration, Internet of Things, AI

Consolidation around Cognos 11.1 and other news from IBM Analytics University

Posted by David Menninger on 03 December 2018
IBM's Analytics University (held in both Miami and Stockholm) brought about some large changes. Big announcements this year included a consolidation of IBM's Watson Analytics into Cognos 11.1, helping provide some clarity to their analytics offerings, along with new visualizations and better data preparation. This also includes a new conversational assistant to help generate narrative... Read More

Topics: Big Data, Analytics, Business Intelligence, Data Preparation, AI, natural language processing

Salesforce Brings Conversation and Customer Experience to the Forefront

Posted by Mark Smith on 16 October 2018
Dreamforce has become the largest enterprise software event for businesses in the United States, and it is evident why when looking at it this year. With over 170,000 business and IT professionals attending, Salesforce came to show off upcoming product announcements and innovations. This year's biggest focus was on Einstein Voice (a personalized and intelligent conversational assistant),... Read More

Topics: Salesforce.com, Customer Experience, Machine Learning, Marketing, Voice of the Customer, CRM, Dreamforce, Sales Performance Management, SPM, Digital Technology, Digital Marketing, Robotic Process Automation, AI, natural language processing

Oracle’s Modern Finance Experience is Robotic

Posted by Robert Kugel on 02 May 2018
After more than a decade of steady development, ERP systems today are changing fundamentally, facilitated by the availability of advances such as cloud computing, advanced database architecture, collaboration, improved user-interface design, mobility, analytics and planning. This was evident when Oracle recently held its third analysts-only ERP Cloud Summit in New York to coincide with its Modern... Read More

Topics: ERP, Machine Learning, Cloud Computing, Robotic Process Automation, Artificial intelligence, blockchain, AI

SAP Highlights Its Blockchain Efforts

Posted by Robert Kugel on 26 March 2018
SAP recently held a teleconference to highlight its blockchain strategy. Lately, the major business software vendors have been calling attention to their blockchain initiatives. While the focus on this technology might seem premature to those who still equate it with cryptocurrencies, evidence is pointing to a future pace of adoption similar to the rapid take-up of the internet in the 1990s. That... Read More

Topics: Machine Learning, Office of Finance, finance transformation, Robotic Process Automation, Artificial intelligence, blockchain, AI, bots, robotic finance

The Modern Finance Organization is a Technology Fast Follower

Posted by Robert Kugel on 15 March 2018
Robots of the physical sort are not about to take over finance and accounting but we have arrived at the age of “Robotic Finance”. I coined this term to focus on four key technologies with transformative capabilities: artificial intelligence and machine learning, robotic process automation, bots and natural language processing and blockchain distributed ledger technology. Embracing these... Read More

Topics: Machine Learning, close, closing, Robotic Process Automation, Artificial intelligence, blockchain, AI, Accounting, bots

Self-Describing Data Powers B2B Blockchain Distributed Ledgers

Posted by Robert Kugel on 15 February 2018
The use of blockchain distributed ledgers in business processes is now a common theme in many business software vendors’ presentations. The technology has a multitude of potential uses. However, presentations about the opportunities for digital transformation always leave me wondering: How is this magic going to happen? I wonder this because the details about how data flows from point A to point... Read More

Topics: Planning, Predictive Analytics, Forecast, FP&A, Machine Learning, Reporting, budget, Budgeting, Continuous Planning, Analytics, Data Management, Cognitive Computing, Integrated Business Planning, AI, forecasting, consolidating

Predictive Finance Organizations Are More Valuable

Posted by Robert Kugel on 12 February 2018
Ventana Research uses the term “predictive finance” to describe a forward-looking, action-oriented finance organization that places emphasis on advising its company rather than fulfilling the traditional roles of a transactions processor and reporter. Technology is driving the shift away from the traditional bean-counting role. The cumulative evolution of software advances will substantially... Read More

Topics: Planning, Predictive Analytics, Forecast, FP&A, Machine Learning, Reporting, budget, Budgeting, Continuous Planning, Analytics, Data Management, Cognitive Computing, Integrated Business Planning, AI

Welcome to the Age of Robotic Finance

Posted by Robert Kugel on 29 December 2017
For several years, I’ve commented on a range of emerging technologies that will have a profound impact on white-collar work in the coming decade. I’ve now coined the term “Robotic finance” to describe this emerging focus, which includes four key areas of technology: Artificial intelligence (AI) and machine learning (ML), robotic process automation (RPA), bots utilizing natural language... Read More

Topics: ERP, Machine Learning, close, Consolidation, Continuous Accounting, Reconciliation, CFO, Robotic Process Automation, blockchain, AI, natural language processing, Accounting, RPA, bots, voice automation

Artificial Intelligence and Machine Learning in Business Applications

Posted by Robert Kugel on 26 October 2017
The application of artificial intelligence (AI) and machine learning (ML) to business computing will have a profound impact on white collar professions. This is especially true in heavily rules-based functions such as accounting. Companies recognize the transformational potential of AI and ML, but the progression and pace of the adoption of these technologies is unclear. Some applications of AI... Read More

Topics: Big Data, Machine Learning, Office of Finance, Analytics, CFO, finance, CEO, AI, accountants, NLP, Accounting

SAP Leonardo for Finance: When AI Ain’t Enough

Posted by Robert Kugel on 01 October 2017
Fra Luca Pacioli, a 15th-century Franciscan friar living in what’s now Italy, is credited with codifying double-entry bookkeeping, which is the foundation of accounting. Pacioli, a polymath, was well acquainted with his contemporary and fellow polymath Leonardo Da Vinci. So, given they were at times collaborators, it’s fitting that one of the most important applications of SAP’s Leonardo... Read More

Topics: ERP, Machine Learning, Office of Finance, Internet of Things, CFO, Artificial intelligence, AI, Leonardo

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