ISG Software Research Analyst Perspectives

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for Topic: Personalization

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

The Tricky Relationship Between Personalization and Customer Loyalty

Posted by Keith Dawson on 30 July 2025

There is an industry assumption, call it a consensus, that increasing the degree of personalization in customer interactions is beneficial: it improves loyalty, lifetime value, CSAT and other key metrics. Core to this assumption is that it benefits both the customer and the business. Whether or not that’s actually true is somewhat beside the point. The fact is that the industry has identified a... Read More

Topics: Customer Experience, Contact Center, NPS, Personalization, Customer Experience Management, Orchestration, Customers and CX - Business & Technologies, Conversational Intelligence, Customer Journey, Loyalty, CSAT

Pursuing the Win-Win with Personalized Learning Experience

Posted by ISG Research on 19 November 2018

Learning management technology, either as part of a larger HCM software suite or as a standalone niche solution, has evolved from its classroom-based, instructor-led origins. Modern systems deliver information the way many employees learn best, through informal social learning that is personalized and engaging. Some of these new, often mobile-enabled approaches deliver education via short (three... Read More

Topics: Human Capital Management, Learning Management, HRMS, Workforce Management, Digital Technology, Work and Resource Management, Machine Learning and Cognitive Computing, Artificial intelligence, employee experience, Chatbots, Personalization, Predictive HCM

Today’s Payroll Management Software: Strategic Value Abounds

Posted by ISG Research on 24 October 2018

The early days of my career were spent in HR and payroll systems inside brokerage houses and investment banks. The first CHRO I reported to thought the best way to develop a plan for automating payroll management was for me to run the function’s day-to-day operations. I had no previous experience in payroll but it was a good call, as the trenches of any operations area typically reveal a... Read More

Topics: Human Capital Management, HRMS, Workforce Management, Digital Technology, Work and Resource Management, Machine Learning and Cognitive Computing, Payroll Optimization, Artificial intelligence, Total Compensation Management, RPA, employee experience, Chatbots, Personalization, Predictive HCM