ISG Software Research Analyst Perspectives | Operations & Supply Chain (4)

ServiceNow: Now Platform earns our Overall Digital Innovation Award

Posted by Mark Smith on 06 October 2020

The annual Ventana Research Digital Innovation Awards showcases advances in the productivity and potential of business applications, as well as technology that contributes significantly to improved efficiency and productivity in the processes and the performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations that advance... Read More

Topics: Customer Experience, Human Capital Management, Office of Finance, Contact Center, Workforce Management, Digital Technology, Operations & Supply Chain, Enterprise Resource Planning, ERP and Continuous Accounting, robotic finance, employee experience, continuous supply chain, agent management, work experience management

Sustainable Sourcing and Supply Chains

Posted by Robert Kugel on 02 October 2020

A couple of years ago, I started talking about a “New Era of Trade.” Its starting point was the world financial crisis in 2007, but the evidence that we were experiencing a shift only became obvious years later. I think “new era” is a better description of what’s going on than calling these bilateral ructions a “trade war.” I avoid that latter term because I believe it should apply to an... Read More

Topics: Office of Finance, Operations & Supply Chain, Predictive Planning, continuous supply chain

OneStream Wins Our Innovation Award in Office of Finance with Analytic Blend

Posted by Robert Kugel on 13 August 2020

One of the challenges of being a practically minded technology analyst is squaring the importance of “the next big thing” with the reality of what most organizations are doing. For decades it’s been the case that “the next big thing” in the world of information technology is easily several years ahead of where most organizations are in their use of technology. And before most organizations can... Read More

Topics: Human Capital Management, Marketing, Office of Finance, Analytics, Business Intelligence, Sales Performance Management, Financial Performance Management, Price and Revenue Management, Digital Marketing, Work and Resource Management, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, ERP and Continuous Accounting, robotic finance, Predictive Planning, revenue and lease accounting, Subscription Management, intelligent sales, AI and Machine Learning

The Business Continuity Imperative: Experience Management across Business for Organizational Effectiveness in 2020 and Beyond

Posted by Mark Smith on 26 July 2020

Over the past several months, I have discussed a wide range of topics that organizations must consider and appropriately prioritize to maintain business continuity during periods of upheaval. But sometimes it’s important to take a step back and reflect on a critical and recurring theme: experiences. The array of experiences across the workforce and business processes both inside and outside of... Read More

Topics: Sales, Customer Experience, Human Capital Management, Marketing, Office of Finance, Analytics, Business Intelligence, Collaboration, Internet of Things, Data, Sales Performance Management, Workforce Management, Workforce Planning, Operations & Supply Chain, Total Compensation Management, Conversational Computing

The Business Continuity Imperative: The Continuous Planning Experience and Organizational Agility in 2020 and Beyond

Posted by Mark Smith on 19 July 2020

Business planning is an essential part of an organization’s focus on its future performance and overall potential because it ensures continuous operations, even in black-swan events. Planning across the entire organization needs to be a critical priority and leadership should give it the attention it deserves. In challenging times, a focus on execution tends to take hold — this is not... Read More

Topics: Sales, Human Capital Management, Office of Finance, Continuous Planning, Analytics, Business Intelligence, Collaboration, Internet of Things, Data, Sales Performance Management, Workforce Management, Financial Performance Management, Price and Revenue Management, Operations & Supply Chain, Enterprise Resource Planning, ERP and Continuous Accounting, Total Compensation Management, Predictive Planning, Conversational Computing

The Business Continuity Imperative: The Workforce Experience and Human Capital Management in 2020 and Beyond

Posted by Mark Smith on 12 July 2020

The workforce is an essential part of an organization’s overall business potential because it ensures continuous operations, even in black-swan events. The workforce is the core of the organization and should get the attention it deserves. In challenging times, a “customer-first” mentality tends to take hold — this is not unreasonable but in focusing on satisfying customers and opportunities,... Read More

Topics: Sales, Customer Experience, Human Capital Management, Office of Finance, Voice of the Customer, Continuous Planning, Business Continuity, Analytics, Business Planning, Workforce Analytics, Workforce Management, Digital Technology, Operations & Supply Chain, Robotic Process Automation, employee experience, Conversational Computing, collaborative computing, mobile computing, agent management, People Analytics, AI and Machine Learning

The Business Continuity Imperative: The Digital Experience in Marketing for 2020 and Beyond

Posted by Mark Smith on 28 June 2020

Marketing is inextricably linked to business success, and digital technology is essential to an organization’s overall marketing potential because it generates interest and brand awareness. In a black-swan event, the marketing department often is overwhelmed by short-term demands, so in these situations it’s of the essence that digital transformation gets the attention it deserves. In challenging... Read More

Topics: Sales, Customer Experience, Marketing, Office of Finance, Voice of the Customer, Analytics, Data, Product Information Management, Digital Technology, Operations & Supply Chain, Conversational Computing

Modernizing PIM for Product Experience Management

Posted by Mark Smith on 25 June 2020

Today’s businesses must manage a continually expanding array of data, content and digital assets as well as satisfy the demands of consumers for comprehensive product information. Addressing these challenges requires unified processes and automated systems and, most importantly, the ability to augment and enrich product information. Our earlier PIM research found that more than half (52%) of... Read More

Topics: Sales, Customer Experience, Marketing, PIM, Digital Technology, Operations & Supply Chain, Intelligent CX, product experience management, PXM

The Business Continuity Imperative: The Agent and Customer with Contact Centers in 2020 and Beyond

Posted by ISG Research on 21 June 2020

Contact centers play a substantial role in an organization’s success. The customer journey is engaged here, at each moment of interaction. Agents, whether human or machine-driven, are intrinsic to the customer experience and the value of the contact center. Customers are essential to an organizations’ overall business potential because they generate revenue. In a black-swan event, demand for... Read More

Topics: Sales, Customer Experience, Marketing, Office of Finance, Voice of the Customer, Analytics, Data, Product Information Management, Digital Technology, Operations & Supply Chain, Conversational Computing

The Business Continuity Imperative: The Subscriber Experience and Subscription Management in 2020 and Beyond

Posted by Mark Smith on 14 June 2020

Subscriptions are the future of business. Subscribers are essential to an organization’s overall business potential because they generate recurring revenue. In a black-swan event, demand for a subscription may spike or dip, so in these situations it’s of the essence that subscriptions get the attention they deserve. In challenging times, a “subscriber-first” mentality tends to take hold — this is... Read More

Topics: Sales, Customer Experience, Marketing, Office of Finance, Voice of the Customer, Analytics, Data, Product Information Management, Digital Technology, Operations & Supply Chain, Subscription Billing, Conversational Computing, Subscription Management, Subscriber Experience

The Business Continuity Imperative: The Partner Experience and Channel Performance Agenda

Posted by Mark Smith on 10 June 2020

Partners play a key role in the revenue and growth of every organization. Whether channel selling is in assistance to internal sales or independent, what happens in partnering has ramifications that are simply too important to underestimate. The imperative to maintain business continuity with channel partners becomes painfully clear in a global pandemic, and that imperative demands that... Read More

Topics: Sales, Customer Experience, Human Capital Management, Marketing, Office of Finance, Voice of the Customer, Analytics, Internet of Things, Data, Digital Technology, Operations & Supply Chain, Conversational Computing, partner management, Partner Experience

The Business Continuity Imperative: The Product Experience for Buyer and Customer Delight in 2020 and Beyond

Posted by Mark Smith on 31 May 2020

Products and services are the foundation of every organization, regardless of its industry or size. Products are essential to an organization’s overall business health because they generate revenue and engage buyers and customers. In a black-swan event, demand for a product may spike or dip, so in these situations it’s of the essence that products get the attention they deserve as they are... Read More

Topics: Sales, Customer Experience, Marketing, Office of Finance, Voice of the Customer, Analytics, Data, Product Information Management, Digital Technology, Operations & Supply Chain, Conversational Computing, product experience management

The Business Continuity Imperative: The Work Experience and Workforce Engagement Agenda

Posted by Mark Smith on 24 May 2020

The workforce is the center of any organization, no matter if the workforce consists of employees, contractors or what we call gig workers. It stands to reason that a black-swan event has an immediate impact on a workforce and thus an organization’s overall business health. In challenging times, a “family-first” mentality tends to take hold — a reality that, far too often, business leaders and HR... Read More

Topics: Sales, Human Capital Management, Learning, Office of Finance, Voice of the Customer, Analytics, Digital Technology, Digital Marketing, Operations & Supply Chain, Workforce Optimization, AI and Machine Learning

The Business Continuity Imperative: The Supplier Relationship and Experience

Posted by Mark Smith on 10 May 2020

Suppliers play a critical role in supporting the operations and processes of every organization. Whether direct or indirect, an organization’s relationship with its suppliers has ramifications that are perilous to underestimate. The imperative to maintain business continuity becomes painfully clear in a global pandemic, and that imperative demands that organizations cultivate excellent supplier... Read More

Topics: Sales, Customer Experience, Human Capital Management, Marketing, Office of Finance, Voice of the Customer, Analytics, Internet of Things, Data, Digital Technology, Operations & Supply Chain, Conversational Computing

The Business Continuity Imperative: The Voice and Mission of Your Customer Experience

Posted by Mark Smith on 03 May 2020

Supercharging the customer experience (CX) is more than just an opportunity. It’s essential for every organization that looks to optimize engagement at every moment of the customer journey. In times such as these, when business continuity is a top priority, organizations must address the customer experience, especially if it has not been a focal point of the executive team. Gaining and... Read More

Topics: Sales, Customer Experience, Human Capital Management, Marketing, Office of Finance, Voice of the Customer, Analytics, Collaboration, Data Governance, Data Preparation, Information Management, Internet of Things, Contact Center, Data, Digital Technology, Digital Commerce, Operations & Supply Chain, Intelligent CX, Conversational Computing

Workday Does Source-to-Pay

Posted by Robert Kugel on 19 March 2020

In late February I attended Spark, the Scout annual user group meeting. This was the third and likely the last such meeting, as Scout was recently acquired by Workday. Scout’s users represent a new breed of purchasing managers and executives looking to change the role of the purchasing department. This change is critical for businesses. Saving money is the essential job of sourcing and purchasing... Read More

Topics: Office of Finance, Financial Performance Management, Digital Technology, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, ERP and Continuous Accounting, purchasing, procurement, sourcing

The Ventana Research Operations and the Supply Chain Agenda in 2020

Posted by Mark Smith on 26 February 2020

Ventana Research recently announced its 2020 research agenda for operations and the supply chain, continuing the guidance we’ve offered for nearly two decades to help organizations across industries derive optimal value from business technology and improve outcomes. Organizations must shift their focus on technology investments to include not just operational productivity but the efficiency of... Read More

Topics: Continuous Planning, Product Information Management, Price and Revenue Management, Operations & Supply Chain, Enterprise Resource Planning, continuous supply chain

Host Analytics Becomes Planful

Posted by Robert Kugel on 29 January 2020

Host Analytics recently announced it will now go by the name Planful. The change formally signifies a new chapter in an evolution that began with the company’s acquisition by Vector Capital a year ago and the accession of a new CEO, Grant Halloran. Planful executives say the new name better represents its focus, which is on what Ventana Research calls continuous planning, as well as its focus on... Read More

Topics: Office of Finance, Continuous Planning, Financial Performance Management (FPM), Operations & Supply Chain, robotic finance, Predictive Planning

Be FIT: Modern Finance Needs Finance IT

Posted by Robert Kugel on 17 October 2019

The traditional office of finance has five main organs: accounting keeps the books; financial planning and analysis (FP&A) analyzes performance and manages the forward-looking activities of the company such as planning, budgeting and forecasting; corporate finance raises outside money; treasury takes care of the cash and bank accounts, and tax. The modern office of finance requires a sixth:... Read More

Topics: Office of Finance, Analytics, Financial Performance Management, Price and Revenue Management, Digital Technology, Operations & Supply Chain, ERP and Continuous Accounting, blockchain, robotic finance, Predictive Planning, Conversational Computing, revenue and lease accounting, collaborative computing, Subscription Management, AI and Machine Learning

TradeLens Emerges in a New Era of Trade

Posted by Robert Kugel on 17 September 2019

What’s the easiest way to completely immobilize a 500,000-ton ship? Lose a sheet of paper. The paperwork that accompanies international trade is a serious source of friction, inefficiency — and therefore cost — in supply chain execution. Trade documentation requires massive amounts of paper that today can be replaced by digital data. In 2018, Maersk, the world’s largest shipping company, teamed... Read More

Topics: Office of Finance, Continuous Planning, Internet of Things, Data, Operations & Supply Chain, Enterprise Resource Planning, blockchain, continuous supply chain

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