AI & ML
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Through 2027, AI and ML will remain largely independent of business intelligence, requiring three-quarters of enterprises to maintain multiple, separate skill sets.
AI & ML
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Through 2027, almost all software providers will expand the reach of analytics with further investment in both GenAI and ML capabilities.
AI & ML
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Through 2027, AI and ML software providers will increase model garden capabilities including independent and open source GenAI models to provide enterprises with access to multiple LLMs and SLMs.
AI & ML
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Through 2027, more than one-half of enterprises will realize their AI competencies and skills are insufficient and will require new investments to avoid being at a competitive disadvantage.
AI & ML
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Through 2027, 4 in 5 enterprises will encourage collaboration between their data science teams and data analytics teams to achieve the desired organizational impact.
AI & ML
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Through 2027, two-thirds of enterprises will use managed service providers to attempt to overcome GenAI skills and capacity shortages in their organizations.
AI & ML
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Through 2027, due to a lack of tooling and governance, controlling the costs for GenAI deployments will remain a concern for one-third of enterprises limiting their deployments and ROI.
AI & ML
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Through 2027, 4 in 5 AI software providers will add agentic capabilities enabling automation and streamlining operations.
Analytics
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By 2027, 9 in 10 analytics processes will be enhanced by AI and ML to streamline operations and increase the value that can be derived from data.
Analytics
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By 2027, almost all business intelligence software providers will include augmented intelligence based on GenAI to make analytics easier to use.
Analytics
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Through 2027, less than one-third of analytics software providers will include driver-based planning capabilities, making decision intelligence and agentic AI less effective.
Analytics
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Through 2027, more than one-half of analytics software providers will incorporate AI and ML to identify the most relevant performance metrics that achieve strategic and operational objectives.
Analytics
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By 2027, more than one-half of enterprises will deploy chatbots and other conversational experiences as standard BI interfaces, making it easier for line-of-business personnel to derive value from analytics.
Analytics
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By 2027, more than one-half of BI software deployments will take advantage of two-way connectors to enterprise applications to process updates or take action based on the output of analytics processes.
Analytics
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By 2027, more than one-half of enterprises will employ GenAI analytics features that go beyond chat-based query in order to improve operational efficiency through contextual and personalized interfaces with auto-generated insights.
Analytics
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By 2026, three-quarters of enterprises will realize their analytics are ineffective without GenAI capabilities to guide the workforce with personalized recommended actions necessary to improve outcomes.
Data Intelligence
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Through 2027, data intelligence software providers will accelerate the delivery of native MLOps and AI governance functionality to better support the deployment, monitoring and management of AI and ML models.
Data Intelligence
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Through 2027, three-quarters of enterprises will be engaged in data intelligence initiatives to understand how, when and where data is used in their organization, and by whom.
Data Intelligence
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Through 2027, almost all data intelligence software providers will deliver support for GenAI-driven assistants to automate and accelerate data management and integration processes.
Data Intelligence
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Through 2027, three-quarters of enterprises will accelerate data integrity initiatives using data quality and master data management tools to increase trust in data used to support BI and AI applications.
Data Intelligence
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Through 2027, three-quarters of enterprises will adopt data fabric technologies to facilitate the management and processing of data across multiple data platforms and cloud environments.
Data Intelligence
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By 2027, more than 3 in 5 enterprises will adopt technologies to facilitate the delivery of data as a product as they adapt their cultural and organizational approaches to domain-based data ownership.
Data Intelligence
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Through 2027, enterprises will prioritize data intelligence software providers capable of providing a holistic view of data production and data consumption across their organization.
Data Intelligence
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Through 2027, data catalog providers will evolve their products to support data intelligence by prioritizing delivery of knowledge graph and data product platform capabilities, as well as the use of AI.
Data Platforms
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Through 2027, data platform providers will prioritize the development of hybrid operational and analytic processing functionality to meet the requirements of intelligent applications driven by GenAI.
Data Platforms
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Through 2027, requirements for high-performance analytics and GenAI will expedite the adoption of data platforms designed to leverage GPUs and in-memory processing for analytics acceleration.
Data Platforms
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By 2027, more 8 in 10 data lakehouse users will adopt open table formats to deliver support for ACID transactions and CRUD operations on data stored in object storage.
Data Platforms
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By 2027, two-thirds of enterprises will have adopted new operational database products driven by the need to support the AI inferencing requirements of intelligent operational applications.
Data Platforms
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Through 2027, more than one-half of enterprises will use general-purpose databases to store and process vector embeddings for use with GenAI applications.
Data Platforms
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Through 2027, almost all enterprises developing applications based on GenAI will invest in data platforms with vector search and retrieval-augmented generation to complement foundation models with proprietary data and content.
Data Platforms
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By 2027, almost all data platform providers will deliver support for GenAI-driven code assistants to accelerate application development and testing.
Data Platforms
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Through 2027, data platform software providers will increase their native support for AI and GenAI to enable in-database training, tuning and inferencing.
Agentic & Generative AI
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Through 2027, agentic AI and GenAI governance will remain a significant concern for more than one-half of enterprises, limiting the deployment, and therefore the realized value, of LLMs.
Agentic & Generative AI
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By 2027, almost all enterprises deploying applications based on GenAI will use vector search and Retrieval Augmented Generation to complement foundation models with proprietary data and content.
Agentic & Generative AI
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By 2027, more than one-half of enterprises will use multiple LLMs to fine tune results of their GenAI efforts.
Agentic & Generative AI
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By 2027, more than one-half of enterprises will use governance tools to ensure their agentic AI and GenAI efforts are in compliance with regulations and internal policies.
Agentic & Generative AI
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Through 2027, GenAI will require specialized skills that are in short supply, making it difficult for more than one-half of enterprises to hire and retain the necessary staff.
Agentic & Generative AI
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By 2027, three-quarters of agentic AI tools will support the use of foundation models trained on actions combined with LLMs.
Agentic & Generative AI
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By 2027, two-thirds of GenAI tools will provide multimodal capabilities to process audio, image and video in addition to text.
Agentic & Generative AI
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By 2027, the more than one-half of GenAI tools will provide cost management capabilities to predict and control expenses more accurately and easily.
Governance
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By 2027, 9 in 10 AI and ML tools will include bias detection and mitigation capabilities, providing better assurance and governance to enterprises using these products.
Governance
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By 2027, more than one-half of enterprises will use CI/CD processes to embed analytics and AI into business applications, providing more agility and better governance.
Governance
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Through 2026, the primary concern for more than three-quarters of Chief Data Officers will be governing the reliability, privacy and security of their organization’s data.
Governance
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Through 2026, more than three-quarters of enterprises will use data catalog technologies to improve data governance and accelerate data-driven decision-making.
Governance
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Through 2027, regional regulations and cultural attitudes will continue to shape organizational priorities toward the adoption of data governance technologies and processes.
Governance
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By 2027, 4 in 5 enterprises will use MLOps and LLMOps tools to improve the quality and governance of their AI/ML efforts.
Governance
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By 2027, more than one-half of software providers will provide governance capabilities to satisfy enterprise requirements for broad deployment of GenAI.
Governance
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By 2027, 4 in 5 data and analytics software providers will use GenAI to detect and protect sensitive data including personally identifiable information.
Operations
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Through 2027, more than two-thirds of enterprises will invest in initiatives to improve trust in data through adoption of data observability tools to address the detection, resolution and prevention of data reliability issues.
Operations
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Through 2027 more than one-half of enterprises will have adopted agile and collaborative data operations practices to facilitate responsiveness, avoid repetitive tasks, and accelerate AI initiatives.
Operations
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By 2027, more than three-quarters of enterprises using AI and machine learning will have adopted MLOps to improve success with the operationalization of machine learning models.
Operations
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By 2027, almost all MLOps software providers will expand their offerings to address the operationalization of GenAI.
Operations
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Through 2027, AI and ML software providers will increase investment in native functionality to support the operationalization of AI and GenAI models by enterprises.
Operations
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By 2029, 4 in 5 BI software platforms will include collaborative capabilities designed to support AnalyticOps initiatives to improve decision-making, task management and compliance.
Operations
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Through 2027, enterprises will prioritize adoption of DataOps products capable of delivering information via BI and AI software interfaces to provide real-time actionable insight on data quality and reliability.
Operations
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Through 2027, enterprises will prioritize adoption of DataOps products that address combination of data pipeline development, data orchestration and data observability, reducing the complexity and cost of using multiple tools.
Streaming & Events
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By 2027, more than one-third of enterprises will integrate streaming and event processing with AI and GenAI inferencing to deliver interactive real-time applications.
Streaming & Events
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Through 2027, AI-infused alerts and notifications will be the primary action resulting from streaming analytics, informing individuals of opportunities and threats in the market.
Streaming & Events
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By 2027, more than three-quarters of enterprises’ standard information architectures will include streaming data and event processing, allowing enterprises to be more responsive and provide better customer experiences.
Streaming & Events
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Through 2027, more than one-half of enterprises will invest in functionality to discover, catalog, monitor and govern events and event flows to generate greater business value from event-driven architecture.
Streaming & Events
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By 2027, more than 3 in 5 enterprises will incorporate streaming analytics into their business processes, enabling faster response to opportunities and threats.
Streaming & Events
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Through 2027, streaming and event software providers will accelerate integration with AI and GenAI services to facilitate the development of interactive real-time applications.
Streaming & Events
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Through 2028, streaming and event software providers will increase support for converting streaming data into open table formats to facilitate the long-term persistence and analysis of event data.
Streaming & Events
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Through 2028, streaming and event software providers will increase investment in data quality and data lineage functionality to ensure the integrity of event data as it flows through an organization.
Customers & CX
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By 2027, more than 80% of customer interactions will be primarily handled using digital channels rather than voice.
Customers & CX
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By 2028, automated systems will be able to contain two-thirds of customer interactions within self-service, due to advancements in conversational AI and knowledge retrieval.
Customers & CX
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By 2028, AI-based CX application suites on a common platform will have superseded traditional, voice-based ACD solutions as the focus of providers’ development efforts for customer engagement tools.
Customers & CX
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By 2029, one-half of enterprises will focus on customer value and loyalty as the key metrics defining success in customer relationships.
Customers & CX
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By 2028, one-half of enterprises that elevated CX to the C-level will determine that the initial roles and responsibilities of those executives were not defined clearly enough to demonstrate conclusive results.
Customers & CX
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By 2027, customer experiences will be largely driven by processes controlled by automated GenAI tools.
Customers & CX
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By 2027, most enterprises will provide personalized customer experiences using AI as part of a broad CX platform.
Customers & CX
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By 2029, enterprise CX software will be so spread across multiple departments outside the contact center that IT teams will be the main driver of purchasing to ensure consistency across the enterprise tech stack.
Customers & CX
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By 2028, CX processes will be largely automated using a combination of AI and no-code manual tools.
Customers & CX
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By 2028, use of conversational AI for self-service will be nearly universal.
Customers & CX
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By 2028, software for managing customer experiences will focus on automating cross-departmental processes that touch customers.
Customers & CX
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By 2027, most large enterprises will use customer experience software to maximize customer value and minimize the expenses associated with service reps.
Contact Center
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By 2027, three-quarters of contact centers will have introduced multiple GenAI applications into their service processes for routing, chatbots and agent assistance.
Contact Center
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By 2027, contact center software vendors will be putting more development resources into tools for managing customer data and AI tools than to voice routing or workforce management.
Contact Center
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By 2027, 6 in 10 enterprises will have moved all or part of their contact center technology into the cloud to attain greater flexibility and scalability.
Contact Center
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By 2027, most contact centers will be leaving money on the table by failing to apply revenue-centric metrics to operations to better understand how service operations contribute to profitability.
Contact Center
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Through 2027, most enterprises will identify digital communications needs as a priority for their contact centers over voice technologies.
Contact Center
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By 2028, 80% of contact centers will overhaul their knowledge management tools and processes, largely to serve the requirements of GenAI applications.
Contact Center
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By 2028, providers that come from outside the legacy contact center space will have captured 25% of the market for contact center seats.
Contact Center
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By 2028, one-half of the contact centers that replace their core platforms will focus that purchase around data tools like CRM or CXM rather than the voice routing engine.
Contact Center
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By 2028, the majority of software providers will have formally phased out new on-premises call routing systems, and will be encouraging their customers to transition via hybrid cloud or on-premises deployments.
Contact Center
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By 2028, most customer interactions will be completely contained within an AI-based self-service system.
Agent Management
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By 2027, agent management solutions will include tools for automated interviewing and pre-hire assessment to increase the speed of worker recruitment and replacement.
Agent Management
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By 2028, tools for measuring and optimizing agent productivity will have shifted the burden of quality assessment from human managers to automated AI systems.
Agent Management
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By 2027, three-quarters of contact centers will be staffed by agents that have little experience with pre-pandemic workplace norms.
Agent Management
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By 2027, technology used to manage agents will have shifted to self-directed training and automated performance assessments, freeing human managers to focus on higher-value tasks.
Agent Management
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By 2028, contact centers will need to use AI for interviewing and recruiting agents in order to fill ranks across wider geographies.
Agent Management
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By 2027, improvements in AI-based agent guidance will enable lower-skilled agents to handle harder problems, reducing overall labor costs.
Agent Management
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By 2028, nearly all customer interactions will be screened by AI for quality and agent performance.
Agent Management
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By 2027, most contact center agents will be assisted in real time by AI guidance using automated knowledge management resources.
Conversational Intelligence
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By 2027, emotion and sentiment analysis will be used in nearly all customer interactions to create personalized service, even when provided by automated AI systems.
Conversational Intelligence
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Through 2027, software providers will devote significant development resources to AI tools that preserve contextual awareness of a customer’s history and interactions across the life cycle.
Conversational Intelligence
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Through 2027, customer portals will replace the use of voice calls for the majority of B2B service inquiries.
Conversational Intelligence
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By 2027, service outcomes will be improved by greater use of tools that proactively alert customers to product problems and issues.
Conversational Intelligence
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Through 2027, automated analytics technologies will become better at determining customer intent and sentiment than customers’ own reporting through surveys.
Conversational Intelligence
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By 2028, most customer communications, both inbound and outbound, will be created and overseen by conversational AI systems.
Conversational Intelligence
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By 2028, consumers will be more likely to respond to customer feedback requests from GenAI bots than traditional surveys.
Conversational Intelligence
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By 2027, advanced AI-powered customer feedback tools will allow for the integration of multiple threads of customer data into a holistic view of intent and sentiment.
Conversational Intelligence
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By 2027, 3 in 10 customer interactions will be conducted asynchronously by SMS text messaging, with the majority of those consisting of outbound promotional messaging.
Conversational Intelligence
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By 2028, every interaction will be automatically scored for customer sentiment in real time.
Intelligent Self-Service
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By 2027, 90% of customer interactions will combine automated AI self-service and live agents, reducing costs, time and enabling human reps to focus on high-value interactions.
Intelligent Self-Service
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Through 2026, software providers will develop tools to optimize automated workflows for customer experience in order to connect back- and front-office teams and applications.
Intelligent Self-Service
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By 2028, 70% of customer interactions will be fully captured and resolved within automated self-service channels, expanding to 90% by 2030.
Intelligent Self-Service
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By 2027, standard AI-based self-service technology will incorporate advanced transaction processing and purchasing systems within customer-facing chat channels.
Intelligent Self-Service
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By 2029, software firms will accelerate the development of knowledge management systems in order to supply AI applications with data, supporting better self-service outcomes for customers.
Intelligent Self-Service
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Through 2027, AI chatbots will be the default mode of starting service interactions, making it easier for CX teams to derive value from analytics.
Intelligent Self-Service
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By 2028, the contact center use of AI in self-service and agent guidance applications will transform the role of the agent into a high-touch concierge for valuable interactions.
Intelligent Self-Service
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By 2027, a growing number of enterprises will train GenAI chatbots to respond to customer queries based on real-time analysis of customer sentiment.
Intelligent Self-Service
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Through 2027, contact center buyers will grow increasingly concerned about the cost impact of embedding AI across the CX application stack.
Customer Experience Management
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By 2027, one-third of enterprises will have be using AI applications to map and manage customer journeys that integrate sales, service and marketing processes.
Customer Experience Management
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By 2028, three-quarters of enterprises will have expanded the group of stakeholders influencing customer experience software buying decisions, resulting in greater accountability and better resource allocation.
Customer Experience Management
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By 2027, most customer experience management software suites will, by default, include components that combine analytics, AI applications and customer data integration.
Customer Experience Management
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Through 2027, two-thirds of enterprises will increase their spending on technology to integrate operations and processes between sales, marketing and service, aligning departments to organizational goals.
Customer Experience Management
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By 2027, the needs of marketing and revenue teams for AI and analytics will take precedence over contact center communications in spending for CX initiatives.
Customer Experience Management
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By 2027, customer experience management suites will focus more heavily on their analytic capabilities than their communications tools.
Customer Experience Management
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By 2027, customer data platforms will be widespread components of CX platforms.
Customer Experience Management
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By 2028, systems of record (CRM and CDPs) and systems of engagement in contact centers will have merged into multi-departmental suites.
Customer Experience Management
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By 2027, one-half of enterprises will have augmented traditional interaction-handling KPIs with metrics that more accurately reflect customer value, longevity and loyalty.
Customer Experience Management
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By 2028, enterprises will replace many CX point solutions with broad, interdepartmental, multifunction suites.
Customer Experience Management
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By 2028, software providers from outside the contact center space will dominate the deployment of customer experience management systems.
Field Service
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By 2028, video technology to assist field service technicians will become a default function of field service management software.
Field Service
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Through 2026, 4 in 10 enterprises will be using both AI and workflow automation to make field service more efficient and reduce repeat visits.
Field Service
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By 2027, most software providers will have enhanced the mobile and location-aware capabilities of their field service software.
Field Service
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By 2028, field service operations will be seen as drivers of significant revenue for most enterprises.
Field Service
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By 2029, remote sensing and IoT tools will be part of standard field service management products to reduce the number of on-site visits and customer calls to service centers.
Field Service
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By 2027, most field service technicians will have access to AI-boosted knowledge resources to speed the resolution of on-site service issues.
Field Service
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By 2028, one-half of enterprises that perform B2B field service will have invested in augmented reality tools that allow automated systems to assist both technicians and customers in diagnosing equipment service issues.
Field Service
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By 2028, two-thirds of enterprises will be using AI to coordinate and optimize processes for scheduling the dispatch and workflow of field service technical teams.
ADM & DevOps
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By 2027, ADM and DevOps software providers will include GenAI functionality to automate repetitive tasks including code generation, rapid prototyping and testing and deployment, allowing developers to focus on higher-value activities.
ADM & DevOps
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Through 2026, less experienced workers creating applications with low-code/no-code environments and without proper security protocols may introduce enterprise security risks leading to vulnerabilities.
ADM & DevOps
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Through 2026, DevOps software providers must enhance products and services to incorporate AI technologies, such as pre-built models and infrastructure, AI-capable workflows and GenAI support.
ADM & DevOps
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By 2027, 4 in 9 enterprise DevOps teams will utilize GenAI in the design, development and maintenance of applications that conform to industry and business standards for quality and security.
ADM & DevOps
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Through 2026, over one-half of enterprises will face challenges developing and rolling out AI capabilities in DevOps programs that are necessary to use data-driven insights and gain operational efficiency.
ADM & DevOps
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Through 2026, software providers that combine predictive analytics and AI into release management tools will help DevOps teams achieve quality and issue resolution goals in response to calls for streamlining the enterprise process.
ADM & DevOps
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By 2027, 1 in 6 enterprises will fail to implement secure application development, forcing a strategy change to integrate security into DevOps pipelines or adopt infrastructure as code.
ADM & DevOps
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Through 2026, 4 in 5 enterprises will adopt low-code or no-code platforms for applications development, reducing IT complexity and improving the agility to adapt to changes.
Cloud & Infrastructure
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Through 2026, software providers that help automate IT workflows, orchestrate container use and enable governance of hybrid and multi-cloud deployments will rely on GenAI capabilities to meet the scope and scale of enterprise use.
Cloud & Infrastructure
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By 2027, 1 in 8 enterprises will embrace application clouds to deliver integrated enterprise software, bundling cloud computing and storage to facilitate robust, scalable hosting for business applications.
Cloud & Infrastructure
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Through 2026, ITOps software providers will incorporate AI capabilities in cloud computing services to predict and prevent SLA breaches, ensuring optimal service delivery and improved customer satisfaction to the enterprise.
Cloud & Infrastructure
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Through 2027, one-fifth of enterprises will consolidate public cloud computing platforms to a single provider to redirect resource costs and effort from infrastructure and maximize the derived value.
Cloud & Infrastructure
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By 2027, over three-quarters of enterprises will operate across multiple public cloud computing environments, necessitating the requirement for a unified data platform to virtualize access for business continuity.
Cloud & Infrastructure
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Through 2026, the cloud service provider ecosystem will remain largely unchanged except for emerging community, industry and sovereign country providers.
Cloud & Infrastructure
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By 2027, nearly one-third of enterprises will have started implementation of AI-enhanced secure access service edge strategy due to increased adoption of hybrid and multi-cloud environments.
Cloud & Infrastructure
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Through 2027, more than one-half of enterprises will operate across multiple cloud computing providers to meet data sovereignty requirements.
Compute, Edge, Network & IoT
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By 2027, software providers of compute, edge, network and IoT tools will incorporate GenAI functionality to provide accessibility and personalized user experiences to provision, manage and maintain headless and distributed systems.
Compute, Edge, Network & IoT
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Through 2027, 1 in 7 enterprises will meet the challenge posed by IoT security with comprehensive frameworks to address threat vulnerabilities, including threat detection and response mechanisms tailored to IoT deployment.
Compute, Edge, Network & IoT
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Through 2026, the zettabytes of data generated by IoT devices will motivate 1 in 3 enterprises to adopt data management tools incorporating machine learning and GenAI capabilities to help extract meaningful insights.
Compute, Edge, Network & IoT
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Through 2026, three-quarters of IoT platforms will incorporate edge processing as well as AI and machine learning to increase the intelligence in IoT.
Compute, Edge, Network & IoT
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Through 2026, one-half of enterprises using IoT technology will rely on real-time events and messages that stream to cloud-based data warehouse or data lake environments to increase operational insights.
Compute, Edge, Network & IoT
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Through 2026, 1 in 5 enterprises will find they lack distributed and secure architecture to support the event streams required to efficiently operate IoT devices.
Compute, Edge, Network & IoT
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Through 2026, one-third of enterprises will unify edge computing to process events using machine learning and analytics to increase the intelligence in IoT.
Compute, Edge, Network & IoT
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Through 2026, edge computing software providers will introduce Edge-as-a-Service (EaaS) platforms enabling enterprises to address tracking, predictive analysis and edge automation.
Cybersecurity
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Through 2026, zero trust architecture (ZTA) software providers must include GenAI functionality to provide threat detection and response, automated policy enforcement and identity verification to streamline enterprise operations.
Cybersecurity
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Through 2026, 1 in 3 enterprises will respond to a cyber incident by procuring additional protection schema, rather than mitigating enterprise risk by improving the ability to identify potential security incidents.
Cybersecurity
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By 2027, 1 in 6 enterprises will deploy GenAI in the security operations center to accelerate threat detection and resolution.
Cybersecurity
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Through 2026, the focus of the enterprise CISO must evolve to address secure DevOps, develop a cloud security strategy and implement AI-driven threat prevention.
Cybersecurity
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Through 2026, a new generation of digital security technology using AI and virtual agents will be established to interoperate across the enterprise.
Cybersecurity
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Through 2026, digital security software providers will seek partnerships with other providers to counter the enterprise desire to consolidate suppliers and optimize costs from separate agreements.
Cybersecurity
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Through 2026, the growth of attack surfaces will lead 3 in 10 enterprises to implement attack simulations and continuous threat exposure management to prioritize potential threats and remediation activities.
Cybersecurity
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By 2027, over two-thirds of enterprises will have adopted identity access management platforms to protect enterprises’ intellectual assets and resources.
Intelligent Automation
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By 2027, 1 in 5 enterprises will adopt GenAI-powered process intelligence software to effectively describe and visualize business process automation.
Intelligent Automation
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Through 2026, the addition of GenAI capabilities to process automation platforms will split software provider development into task automation and orchestration and management applications.
Intelligent Automation
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Through 2026, more than 4 in 5 process mining platforms will incorporate AI and machine learning to examine and improve existing business processes.
Intelligent Automation
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By 2027, over 70% of enterprises will standardize on a single digital platform for workflow automation and will deploy intelligent automation technologies to eliminate redundant manual work.
Intelligent Automation
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By the end of 2026, intelligent automation and workflow technology will combine into a new process intelligence platform that enables people and machines to create resilience in business processes.
Intelligent Automation
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Through 2026, the need to manage repetitive activities in 3 in 5 enterprises will drive workflow automation to advance efficiency using intelligent automation technologies.
Intelligent Automation
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Through 2026, 1 in 5 enterprises will look to move beyond process mining and add process intelligence to streamline operations, optimizing workflow and business processes.
Intelligent Automation
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Through 2026, one-half of enterprises will realize that digital experiences are neither intelligent nor automated and that they fail to meet the readiness requirements of enterprises.
IT & Technologies
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By 2027, software providers for IT management and operations that have not embraced GenAI functionality will find opportunities for new business relegated to smaller, early-stage enterprises.
IT & Technologies
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Through 2026, 2 in 7 enterprise IT leaders will successfully integrate AI and automation software across cloud and edge environments, reflecting the challenges in executing business transformation with emerging technology.
IT & Technologies
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Through 2026, only 1 in 5 enterprises will analyze patterns and generate insights from GenAI software that empower data-driven decision-making and lead to improved business outcomes.
IT & Technologies
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Through 2026, AI technologies will be pivotal in shaping the future of enterprise IT software, driving innovation, enhancing decision-making, optimizing costs and creating competitive advantages for enterprises.
IT & Technologies
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Through 2026, 3 in 5 enterprises will prefer modular and customizable SaaS services over all-in-one integrated software platforms to deliver value by adapting to specific business requirements.
IT & Technologies
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Through 2026, 70% of enterprises will conclude that data visibility, monitoring and analysis efforts have led to exorbitant costs for cloud computing services, requiring a new strategy for data consumption.
IT & Technologies
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By 2027, the enterprise adoption of Software Bill of Materials (SBOM) will enhance the security of the software supply chain, leading to long-term savings by mitigating security risks and preventing costly breaches.
IT & Technologies
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By 2027, more than 20% of IT departments will continue to support legacy systems and practices, leading to increased tech debt and a reduction in operational efficiency and productivity.
IT Mgt & Operations
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By 2027, software providers seeking to streamline enterprise IT operations will release GenAI-driven tools to optimize processes such as incident management, resource allocation and performance forecasting.
IT Mgt & Operations
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Through 2026, 1 in 8 enterprises will improve IT service management and reduce operational costs from AIOps platforms that analyze data to detect anomalies, automate incident responses and optimize resource utilization.
IT Mgt & Operations
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By 2027, ITOps software providers must modernize and enhance product offerings to support data lakes, AI technologies and advanced analytics necessary for AIOps to reduce monitoring and increase automation.
IT Mgt & Operations
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Through 2026, one-third of enterprises will realize that digital transformation investments have not fulfilled the organizational readiness needs for business continuity, requiring new digital investments.
IT Mgt & Operations
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Through 2026, 1 in 3 enterprises will realize that disaster recovery plan investments focused on the software technology rather than the completeness of the plan, leaving the organization at risk from a lack of testing and exercising.
IT Mgt & Operations
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Through 2026, IT service management software providers must evolve product offerings beyond transactional ticketing to initiate workflow for work orders, support articles and marketing content.
IT Mgt & Operations
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Through 2026, 85% of enterprises will rely on IT service management application marketplaces to connect software platforms across line-of-business groups.
IT Mgt & Operations
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Through 2026, demand for real-time insights into the health and performance of IT systems will result in 40% of enterprises funding AIOps strategies to streamline operations and optimize resources.
Observability
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Through 2026, providers of observability software tools will enable proactive detection of anomalies, automated root cause analysis and intelligent alert systems using GenAI technology to reduce noise and prioritize issues.
Observability
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Through 2027, 1 in 9 enterprises will invest in unified observability platforms that integrate monitoring, logging, tracing and analytics to break down silos between teams and tools across hybrid and multicloud architectures.
Observability
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Through 2026, observability software providers will incorporate GenAI into products and services to improve the accessibility and usability of data analysis by enterprise IT teams.
Observability
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Through 2026, more than one-quarter of enterprises will combine business event data with AI and machine-generated telemetry data to provide context and generate additional business value from observability.
Observability
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Through 2026, adoption of open source observability tools and standards that foster cultures of transparency and collaboration will lead 1 in 3 enterprises to reduced mean time to resolution for unplanned downtime.
Observability
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Through 2026, software providers for enterprise observability platforms and tools must improve growth opportunities and broaden scope beyond DataOps and SecOps to include DevOps, MLOps and AIOps.
Observability
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Through 2026, only 1 in 10 enterprises will have achieved end-to-end observability due to data silos, application complexity and volume of data, limiting the potential for resilience and growth.
Observability
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Through 2026, three-quarters of enterprises utilizing telemetry data will have invested in observability pipelines to improve time-to-detection and time-to-resolution based on machine logs, traces and metrics.
Platforms
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By 2027, enterprise platform software providers will address the demand for tailored industry-specific solutions by developing GenAI functionality that adapts for specialized features and compliance support.
Platforms
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Through 2026, enterprise platform software providers will invest in AI-enhanced feedback mechanisms through user engagement, beta testing and community forums to expand platform features according to client needs and preferences.
Platforms
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Through 2026, 3 in 7 enterprises will deploy software platforms that incorporate AI-driven insights, predictive analytics and automation tools to optimize processes and decision-making, improving operational efficiency.
Platforms
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Through 2028, software providers will focus on developing energy-efficient approaches and demonstrating how their enterprise platforms can contribute to corporate social responsibility initiatives and reduce carbon footprints.
Platforms
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Through 2026, 5 in 8 enterprises will track employee engagement metrics with software platforms that offer intuitive interfaces, customization options and strong support for user training and onboarding.
Platforms
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By 2027, 3 in 8 enterprises will invest in software platforms that assist in compliance management, data integrity and security, thus mitigating legal and financial risks.
Platforms
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Through 2027, 1 in 3 enterprises will adopt cloud-native platforms that offer scalability, flexibility and cost efficiency, guaranteeing efficient operation in diverse cloud environments.
Platforms
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By 2028, 2 in 9 enterprises will prioritize software platform investments that support open standards and API capabilities to ensure efficient data flow and collaboration across tools.
Human Capital Management
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By 2028, three-quarters of enterprises will have implemented some form of GenAI through their HCM provider with a focus on optimum organizational agility.
Human Capital Management
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By 2027, two-thirds of enterprises will expect their HCM software to be utilizing AI for personalization in the interactions between employees and HR.
Human Capital Management
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By 2027, one-half of global 2000 CHROs will partner with CIO and technology leaders in sponsoring ethical AI initiatives for augmenting workforce talent.
Human Capital Management
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By 2028, two-thirds of enterprises will enable workforce readiness through HCM and skills development to optimize employee potential and performance.
Human Capital Management
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By 2027, two-thirds of enterprises evaluating people analytics offerings will require prescriptive guidance with actionable insights that can be read and heard rather than just visualized in dashboards.
Human Capital Management
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Through 2027, comprehensive approaches to both employee well-being and diversity, equity, inclusion and belonging (DEI&B) will become a required component of HCM systems by CHRO leaders.
Human Capital Management
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By 2027, two-thirds of enterprises will deploy conversational and GenAI as a standard requirement for HCM to enable workplace effectiveness.
Human Capital Management
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By 2028, more than one-half of enterprises will formally tie DEI and belonging initiatives to their ESG strategy as a measure of workforce sustainability.
Human Capital Management
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By 2027, HCM software providers will offer governed and secured HR large language models (LLMs) to support CHRO needs for knowledge management in GenAI.
Human Capital Management
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By 2027, HCM software providers will realize the limitations of their application suites and will transition to focus on GenAI, Agentic AI and worker twins to engage HR and managers for requests and notifications.
Talent Management
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By 2027, three-quarters of HR leaders will expect recruitment and CRM software to amplify corporate values and extend into the on-boarding process to compress time to productivity and impact.
Talent Management
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By 2027, three-quarters of HR teams will embrace workforce platforms that support the procurement of gig and temporary workers with the required skills for corporate outcomes.
Talent Management
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By 2028, demonstrable, transferrable skills will overtake prior job titles and education as leading qualifiers in the hiring and promotion processes for one-half of enterprises.
Talent Management
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By 2028, the majority of enterprises will abandon the traditional ATS in favor of a talent intelligence platform, combining external and internal talent evaluation, skills matching and people analytics.
Talent Management
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By 2029, two-thirds of enterprises will deprioritize the value of traditional resumes in favor of a strategy that prioritizes video and AI summaries to present individual candidates to the hiring manager.
Talent Management
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By 2028, one-half of enterprises will find that the lack of performance management alignment to work objectives and goals presents an opportunity to reinvest into software that meets their daily needs.
Talent Management
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Through 2027, the lack of software provider innovation in performance management capabilities representing the performance of talent will require a new generation of AI-focused software.
Talent Management
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By 2027, one-quarter of enterprises will employ the usage of an AI-supported, skills-driven talent marketplace to elevate employee engagement, improve retention, and offer long-term career options for workers.
Talent Management
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Through 2027, the expansion of talent marketplace models will continue to encourage open integration strategies with HCM software providers, enabling greater ease of integrations to deliver maximum value.
Learning
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By 2028, self-directed career pathing will be utilized by one-half of enterprises using digital learning platforms to dynamically identify skill gaps and learning plans to ensure worker retention and trust.
Learning
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By 2027, LMS and LXP platforms with embedded skill and job ontologies that recommend optimal learning paths will guide one-third of enterprises to elevate employee engagement and retention.
Learning
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By 2027, one-half of enterprises will expect their learning platforms to support “operational learning in the flow of work” or learning needed immediately to perform a current task.
Learning
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By 2027, one-third of all enterprises exploring a new LMS/LXP will expect it to leverage mixed reality technologies to simulate the experience of working in a new role.
Learning
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By 2028, the need to manage a central library of skills will cause organizations that are evaluating a new LMS/LXP to make “skills management and mapping” a top vendor criteria in one-half of enterprises.
Learning
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By 2028, two-thirds of enterprises will require that learning is experienced through GenAI that can provide intelligent guidance on the skills that should be improved for a worker to be effective.
Learning
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Through 2028, the software category of learning management will be further integrated into HCM, requiring remaining software providers to further specialize their offerings.
Learning
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By 2027, digital learning software providers will need to embed AI and provide agentic and GenAI capabilities to support required employee experiences.
Payroll
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By 2028, one-half of all payroll systems will improve the accuracy of—and minimize the need for—manual adjustments by adopting AI-infused platforms that predict and guide for resolving issues in processing.
Payroll
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By 2027, one-half of enterprises will offer earned wage access (EWA) to their workforce as on-demand payroll offerings become available for workers who desire and demand pay flexibility.
Payroll
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By 2027, one-third of enterprises will offer their workers financial wellness support such as personal budgeting and planning tools and services and earned wage access offerings at no cost to employees.
Payroll
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By 2028, one-half of enterprises will benefit from payroll platforms that use AI to detect errors and omissions that would prohibit the payroll run, like missed punches, and nudge managers to take action and resolve.
Payroll
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Through 2027, one-half of enterprises will look to have a secured conversational and GenAI experience for employees to understand and learn more about the pay and benefits provided by the employer.
Payroll
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Through 2027, one-half of enterprises using payroll management software will deem the paystub as a critical method for communicating information and benefits to the worker.
Payroll
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By 2027, the need for managing payroll globally will require software providers to have a unified offering for enterprises.
Payroll
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By 2027, one-third of enterprises will rely on their payroll management software as a core part of the workforce communication and engagement strategy.
Total Compensation Management
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By 2027, compensation market pricing processes deployed in two-thirds of enterprises will include the benchmarking of skills, not just jobs.
Total Compensation Management
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By 2027, one-half of enterprises utilizing compensation planning tools will require them to support complex (salary increase and bonus) budget allocation modeling scenarios, rules and guidelines, by both P&L and talent segments.
Total Compensation Management
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By 2028, one-quarter of enterprises using compensation software will incentivize employees to take more of their compensation in variable pay through the platform’s compensation equivalencies tools.
Total Compensation Management
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By 2027, two-thirds of all compensation management systems will offer job matching against market and internal benchmark jobs as a core capability in support of market and internal job pricing.
Total Compensation Management
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Through 2026, one-quarter of enterprises will require that industry benchmarking of compensation is easily integrated to their compensation software to ensure effective pay insights on a continuous basis.
Total Compensation Management
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Through 2027, the majority of enterprises evaluating compensation management software will list automated pay equity modeling and anomaly detection as required system functionality.
Total Compensation Management
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By 2028, the compensation processes in one-half of enterprises will be deemed ineffective and require a strategic assessment on whether the methods and systems are aligned to desired priorities and values.
Total Compensation Management
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Through 2027, the blending of all pay and worker types in an entire workforce will become the focal point of compensation software.
Workforce Management
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By 2027, scheduling within two-thirds of enterprises using workforce management systems will integrate gig workers and engage agencies to procure these workers when employees are not available.
Workforce Management
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By 2027, two-thirds of enterprises using workforce management systems will benefit from having real-time visibility into the cost of schedules, including rates and worker types.
Workforce Management
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By 2027, one-half of enterprises using workforce management systems will be assigning work or shifts by skills required, not just job type, achieving much greater precision in optimizing resource deployments.
Workforce Management
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By 2027, over one-third of enterprises will require that WFM systems include an integrated HR service delivery through the use of conversational AI methods.
Workforce Management
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By 2027, one-third of enterprises will require workforce management systems to automatically compare job skill requirements and worker skills alongside availability during the schedule generation process.
Workforce Management
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Through 2026, the integration of earned daily pay using workforce management software will help provide the insight for enabling workers to determine payment methods.
Workforce Management
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By 2028, the software category of workforce management will become a standard application for all HCM application suite offerings.
Workforce Management
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Through 2027, the needs for managing time worked will include using AI and sensors to provide knowledge of when worker activity is detected.
Employee Engagement
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By 2027, the personalization of HCM systems through use of AI will allow three-quarters of enterprises to benefit from recommendations that make the employee experience more impactful and satisfying.
Employee Engagement
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By 2027, over one-third of enterprises using HCM platforms will observe demonstrable improvement due to platform guidance that helps employees and managers overcome skill and experience gaps.
Employee Engagement
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By 2027, intelligent virtual assistants using GenAI will be able to discern intentions to address employee issues and questions without time-consuming HR help desks, benefiting over one-third of enterprises.
Employee Engagement
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By 2028, one-half of enterprises will expect their HCM platform to provide career and skill growth opportunities to system-matched employees for the maximization of opportunity and potential.
Employee Engagement
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By 2028, one-third of enterprises will have created pools of potential coaches, mentors and external experts like corporate alumni to enable self-directed career management and elevate the employee experience.
Employee Engagement
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By 2027, two-thirds of enterprises will require AI in all HCM and adjacent systems to curate personalized experiences for all workers to enable engagement for productivity and retention.
Employee Engagement
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By 2027, the focus on employee experience will cause HCM software providers to adapt and redesign their approach to emphasize the employee journey, not just the application.
Employee Engagement
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By 2027, the use of GenAI and Agentic AI in HCM platforms will become a standard requirement for supporting every application need for employee engagement.
Office of Finance
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By 2028, more than one-half of corporations required to comply with ESG reporting will centralize reporting and filings with FP&A to achieve accuracy, control and efficiency objectives.
Office of Finance
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By 2028, all providers of software aimed at the office of finance will differentiate their offerings by the capabilities and accuracy of their AI functionality.
Office of Finance
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By 2028, one-fifth of enterprises with 10,000 or more employees will have implemented intercompany financial management (IFM) software to achieve tax, risk management and financial close benefits.
Office of Finance
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Nine in 10 executives say their finance organization should be a strategic partner to their company, but by 2028, fewer than one-third will evolve into this role, limiting company performance.
Office of Finance
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By 2029, one-half of FP&A organizations will utilize GenAI and storytelling capabilities to help create and deliver actionable insights to executives and managers.
Office of Finance
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By 2028, a majority of finance and accounting departments will use GenAI to facilitate the creation of documents and communications to improve productivity.
Office of Finance
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By 2028, fewer than one-third of finance departments will use process mining to streamline operations and improve productivity, giving those that do a business advantage.
Business Planning
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By 2028, all providers of business planning software will use GenAI to streamline commenting and annotations in tables and exhibits to boost productivity.
Business Planning
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By 2028, just 1 in 4 FP&A organizations will have redefined their mission to make planning easier for business unit leaders. Those that do will be a strategic asset.
Business Planning
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By 2028 all providers of planning and budgeting software will have incorporated AI and GenAI to reduce workloads and improve accuracy.
Business Planning
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By 2028, one-fourth of FP&A organizations will have implemented integrated business planning, bringing together operational and financial planning on a single platform to improve the business value of planning and budgeting.
Business Planning
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By 2029, one-third of enterprises will incorporate comprehensive external measures in performance reviews and benchmarking to improve performance.
Business Planning
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By 2028, one-third of FP&A organizations will have integrated HR planning with their budgeting process, simplifying headcount budgeting and improving the accuracy of headcount requirement forecasts.
Business Planning
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Through 2029, one-half of enterprises will deploy dedicated business planning software that use agents and NLP chatbots to reduce workloads and accelerate planning cycles.
Business Planning
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By 2028, almost all providers of business planning software will offer a data pantry to facilitate the integration of operational and external data with financials to improve the speed and accuracy of forecasts and plans.
Consolidate and Close Management
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By 2028, almost all providers of consolidation software will have incorporated AI to accelerate the accounting close, reduce errors and cut staff workloads.
Consolidate and Close Management
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By 2028, two-thirds of finance and accounting departments will improve their use of readily available technology to close quarterly books within six business days, up from one-half that can do it today.
Consolidate and Close Management
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By 2028, one-half of midsize and larger enterprises will use close management software to speed their close and achieve greater control of the process.
Consolidate and Close Management
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By 2028, only 15% of companies will be using a virtual close, enabling them to monitor their financial position in near real time and accelerate their monthly and quarterly process.
Consolidate and Close Management
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By 2028, all providers of close management and reporting software will use GenAI to streamline commenting and annotations in tables and exhibits to boost productivity.
Digital Finance
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By 2028, almost all providers of software designed for finance organizations will have incorporated some AI capabilities to reduce workloads and improve performance.
Digital Finance
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By 2028, corporations using intercompany financial management will automatically assemble data from multiple systems to support consistency and accuracy in tax compliance and analysis.
Digital Finance
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By 2028, digital finance technologies, including agents, AI and GenAI will significantly reduce employee training requirements and boost productivity by 25%.
Digital Finance
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By 2028, more than one-half of enterprises will have adopted some form of a virtual audit, saving staff time and cutting departmental costs.
Digital Finance
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By 2028, one-fifth of boards of directors will insist on a virtual audit with their auditor to reduce the annual cost of compliance.
Digital Finance
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Through 2028, almost all multinational enterprises that do not adopt intercompany financial management will struggle with profit leakage caused by lapses in handling VAT and income tax and in transfer pricing decisions.
Digital Finance
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By 2028, almost all providers of Office of Finance software will offer a data pantry to facilitate the integration of operational and external data with financials to improve the speed and accuracy of forecasts and plans.
Digital Finance
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By 2028, competitive pressures will force three-fourths of B2B companies to adopt technology-supported pricing strategies to achieve volume and margin objectives.
Digital Finance
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By 2027, just 35% of enterprise FP&A teams will be able to deliver actionable customer and product profitability analysis. Finance departments that do will be a strategic asset.
Digital Finance
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By 2028, the majority of publicly traded companies will publish sustainability metrics—and will be challenged to quantify their impact on profitability.
Digital Finance
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By 2028, a majority of European and North American countries will employ analytics to target multinational corporation transfer pricing compliance.
Digital Finance
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By 2028, more than 6 in 10 enterprises will adopt data mesh technologies, enabling finance and accounting departments to easily support increasingly sophisticated AI use cases.
Digital Finance
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By 2028, two-thirds of companies with multinational operations will use software to manage transfer pricing to govern tax compliance consistently and reduce risk.
Digital Finance
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By 2028, higher tax rates and complex trade relationships will force two-thirds of multinational companies to manage transfer pricing using software for optimizing tax exposure more consistently and accurately.
Digital Finance
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By 2028, one-half of enterprises with even moderately complex legal structures will use dedicated tax provision software to streamline their close and reduce risk.
Digital Finance
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By 2028, a majority of midsize and larger enterprises will have digitized their indirect tax compliance to ensure accuracy as jurisdictions step up audits to increase revenues.
Digital Finance
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By 2028, two-thirds of companies will digitize indirect tax management to comply with increasing e-invoicing and real-time filing mandates by governments.
ERP and Continuous Accounting
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By 2028, almost all ERP software providers will use GenAI to facilitate training and provide in-context help to boost productivity in finance and accounting departments.
ERP and Continuous Accounting
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By 2028, a majority of ERP software providers targeting larger enterprises will incorporate process mining to boost productivity, reduce costs and improve customer satisfaction.
ERP and Continuous Accounting
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By 2028, more than one-half of enterprises will have digitized their accounts payable function and employ AI and GenAI to increase staff efficiency and take advantage of early payment discounts.
ERP and Continuous Accounting
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By 2028, more than one-third of large enterprises will use software to automate their AR reconciliations process to improve staff productivity and working capital efficiency.
ERP and Continuous Accounting
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By 2028, two-thirds of enterprises will have applied continuous accounting principles to close the books within one business week, up from 50% today.
ERP and Continuous Accounting
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By 2028, almost all providers of ERP software will have incorporated AI to reduce workloads and speed processes and reduce errors.
ERP and Continuous Accounting
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By 2028, more than one-half of manufacturing organizations will use a cloud-based core ERP system to promote continuity, improve performance and lower costs.
ERP and Continuous Accounting
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By 2028, over 80% of ERP systems purchased by non-product companies will be deployed in the cloud to promote continuity, improve performance and lower costs.
ERP and Continuous Accounting
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Through 2028, almost all ERP providers will evolve to support ESG processes, but only one-third of enterprises will have made the required investments in them to achieve their stated objectives and legal and regulatory compliance.
Order-to-Cash
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Through 2028, at least three-fourths of B2B payments will be handled digitally to lower transactions costs, reduce back office workloads and enhance control.
Order-to-Cash
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Through 2028, almost all enterprises will adopt a digital-payments-first approach to differentiate their customer experience and to increase revenues and market share.
Order-to-Cash
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By 2028, digital wallets will account for 2 in 5 purchases to facilitate consumer payments and increase convenience.
Order-to-Cash
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By 2028, only one-third of larger enterprises will consistently manage order-to-cash end to end, but those that do will outperform competitors.
Order-to-Cash
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By 2028, almost all order-to-cash software providers will use GenAI to facilitate training and provide in-context help to boost productivity in finance and accounting departments.
Procure-to-Pay
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By 2028, fewer than one-third of purchasing departments will have established cross-functional ties to improve resiliency, competitiveness and profitability.
Procure-to-Pay
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By 2028, three-fourths of enterprises will have implemented spend management to control outlays while reducing administrative burdens on employees.
Procure-to-Pay
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By 2028, only one-fourth of larger enterprises will consistently manage procure-to-pay end to end, but those that do will outperform competitors.
Procure-to-Pay
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By 2029, one-half of all buying will involve payments made on high-efficiency platforms, reducing frictions and overhead to speed purchases and cut costs.
Procure-to-Pay
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By 2028, one-quarter of purchasing and sourcing organizations will adopt AI, GenAI and natural language processing to improve digital experiences and promote efficiency.
Procure-to-Pay
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By 2028, more than two-thirds of enterprises will be using spend management software and corporate cards to achieve greater control and increased efficiency.
Procure-to-Pay
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By 2028, almost all procure-to-pay software suites will use AI and OCR to automate data ingestion from external documents and emails, saving time and ensuring all necessary information is captured accurately at the source.
Procure-to-Pay
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By 2028, all P2P software providers will use AI and highly curated GenAI to offer buyers a substantial increase in productivity by automating steps, guiding actions and creating first-draft documentation for review.
Procure-to-Pay
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By 2028, almost all procure-to-pay software providers will use GenAI to facilitate training and provide in-context help to boost productivity in finance and accounting departments.
Office of Revenue
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Through 2026, one-quarter of sales organizations will replace current applications with those that use AI to optimize sales and revenue performance to maximize outcomes.
Office of Revenue
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Through 2027, more than one-third of enterprises will improve revenue performance by unifying Lead to Order motions that track a customer’s journey through lead, engagement, purchasing, onboarding, renewal and expansion.
Office of Revenue
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Through 2026, fewer than 2 in 5 enterprises will replace disparate marketing, sales and customer operations teams with a unified revenue operations approach, thus lowering their revenue growth.
Office of Revenue
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Through 2026, more than one-half of providers will deploy Gen-AI capabilities to help reps prepare for buyer meetings, improving the buyer experience and raising close rates.
Office of Revenue
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By 2027, AI-assisted market segmentation and GenAI personalized content creation will require the merger of demand generation and selling skills, reducing the cost of customer acquisition.
Office of Revenue
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By 2027, CRM software providers will look to GenAI interfaces to make new technologies available for a wider range of revenue-supporting staff.
Office of Revenue
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Through 2026, more than one-half of sales and revenue providers will need to focus on deploying AI to continuously improve revenue processes to maintain customer engagement.
Office of Revenue
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Through 2027, more than one-half of enterprises, due to outdated CRM and SFA processes and system design, will be unable to deploy the latest AI technology to assist sales, partners and customer service, thus limiting revenue growth.
Digital Commerce
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Through 2026, one-half of enterprises will conclude that they need to heavily invest in first- and third-party data for an AI-augmented unified view of individual customer behavior—including propensity to buy—to retain customers.
Digital Commerce
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Through 2026, B2B digital commerce providers will deploy new payment options to offer enterprises alternate ways to pay as well as support new ways to pay for usage-priced products and services.
Digital Commerce
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Through 2026, more than one-third of all digital commerce sites will use AI to provide a personalized experience, including targeted offers and recommendations for buyers, thus gaining a competitive advantage.
Digital Commerce
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By 2027, 2 in 5 B2B enterprises will have deployed headless digital commerce for delivery of products and services to reduce cost of sales as part of an omnichannel engagement model.
Digital Commerce
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By 2027, 1 in 5 digital commerce software providers will use augmented and virtual reality technology to enrich the buying process and to help maximize successful buying engagements.
Digital Commerce
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By 2027, 3 in 5 digital commerce software providers will use GenAI to enhance the UX in searching for relevant products and services to maximize successful buying engagements.
Digital Commerce
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Through 2026, enterprises will continue to invest in AI predictions using consumer behavior and purchasing data to aid in demand forecasting and optimizing inventory for a better customer experience.
Digital Commerce
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By 2027, 1 in 5 B2B enterprises will require CPQ functionality as part of their digital commerce and self service offerings to support their customers' need for frictionless ordering.
Partner Management
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Through 2026, fewer than 1 in 10 enterprises whose business model uses third-party products and services will have an integrated contract and billing system that also deals with partner settlements.
Partner Management
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By 2027, 1 in 5 enterprises will be engaged with a partner ecosystem to deliver bundled products and services to customers, adding customer value to offerings and expanding addressable markets.
Partner Management
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By 2027, 1 in 5 smaller software providers will develop both technical and commercial ecosystems with third parties in an effort to compete with large tech giants.
Partner Management
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Through 2027, CRM vendors will add more extensive partner management capabilities for onboarding, SLA management and origination, and partner payments will replace those that only focus on indirect channel selling.
Partner Management
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Through 2026, less than 1 in 5 enterprises will brand and market a superior partner experience as a strategic advantage to attract and retain partners for revenue optimization.
Partner Management
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Through 2027, application providers will extend capabilities using GenAI search and recommendations to improve a partner’s knowledge and operational effectiveness.
Partner Management
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By 2027, less than one-quarter of all B2C marketplace providers will utilize GenAI and vendor data to recommend which third-party digital products and services to bundle for customer experience optimization.
Partner Management
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By 2027, one-half of enterprises who use distributors will utilize AI to improve direct knowledge of the customer and to balance revenues across D2C and partners.
Revenue Lifecycle Management
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Through 2026 a new category called Revenue Lifecycle Management will describe applications that supports the modern, cyclical lead to cash process to enable a positive customer experience leading to sustained, profitable engagements.
Revenue Lifecycle Management
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By 2027, over one-half of enterprises will have a non-spreadsheet-based standard pricing application to provide a uniform approach to support all revenue channels.
Revenue Lifecycle Management
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By 2027, 2 in 5 enterprises will deploy AI-assisted price optimization applications that integrate with digital commerce and CPQ solutions aiming to increase per sale revenue or margin.
Revenue Lifecycle Management
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Through 2027, 1 in 5 enterprises will deploy an integrated CPQ and CLM system with guardrails at the point of sale, reducing errors and delays and resulting in a better buyer and initial customer experience.
Revenue Lifecycle Management
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Through 2027, providers will develop agentic AI capabilities to automate much of the revenue life cycle for renewals and expansions offers improving the customer experience and resulting in increased lifetime value.
Revenue Lifecycle Management
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Through 2027, 1 in 5 enterprises will deploy advanced AI-assisted CPQ applications that improve pricing and margin guardrails at the point of sale, reducing delays from the need for manual inspection and approval of deals.
Revenue Lifecycle Management
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Through 2027 over one-half of enterprises appointing a CRO will have done so from the sales organization, potentially leading to a focus that is too short-term to be effective.
Revenue Lifecycle Management
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By 2027, the 1 out of 5 enterprises that adopt a revenue life cycle approach will enhance their customers' experience, resulting in more profitable sustained engagement.
Revenue Performance Management
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By 2027, more than 1 in 5 enterprises will have embraced a unified revenue performance management approach across multiple channels of engagement to guide leadership and operations to achieve overall objectives.
Revenue Performance Management
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Through 2026, incentive compensation plans will need to extend to most members of the revenue-supporting teams to align activities to overall revenue objectives.
Revenue Performance Management
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By 2027, most providers will utilize AI-assisted account segmentation linked to territory planning that incorporates partners and virtual territories to improve attainment and objective achievement.
Revenue Performance Management
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By 2027, revenue performance management providers will utilize AI to aid in plan development, optimizing for revenue growth and margin across all channels of revenue and not just traditional sales.
Revenue Performance Management
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Through 2026, less than 2 in 5 enterprises will utilize AI-assisted sales and revenue forecasts to help validate bottom-up projections, continuing the lack of confidence in sales projections.
Revenue Performance Management
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Through 2026, over one-half of enterprises will still rely on spreadsheets or home-grown systems to compute sales commissions, leading to a lack of transparency, errors and delay, all causing dissatisfaction among crucial sales staff.
Revenue Performance Management
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Through 2027, software providers will be utilizing AI to provide plan templates and optimization to both speed time-to-value and help enterprises deploy performance plans using best practices.
Revenue Performance Management
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By 2027, 1 in 5 enterprises will create additional value by utilizing AI and analytics to continuously analyze and recommend improvements to existing territories, quotas and incentives across all channels of engagement.
Sales Engagement
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Through 2026, more than one-half of enterprises will recognize that modernizing processes will be necessary to capture the data needed to enable new GenAI features that aid in maximizing sales effectiveness to achieve revenue targets.
Sales Engagement
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Through 2027, more than one-half of sales enterprises will find that current GenAI meeting summary and email assistance confers no competitive advantage and will become basic capabilities.
Sales Engagement
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Through 2026, less than 2 in 5 enterprises will utilize advanced analytics to aid in both recruiting and identifying coaching and skills development to help individual sales professionals increase quota attainment.
Sales Engagement
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Through 2027, the category of sales enablement technology will evolve into sales engagement and focus on GenAI-assisted collateral, demo and discovery assistance increasing the number of opportunities a rep can handle at one time.
Sales Engagement
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Through 2026, more than one-quarter of enterprises will have deployed a new configure, price, quote (CPQ) application to aid in compliance, reduce mistakes and improve the buyer and customer experiences.
Sales Engagement
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Through 2026, providers will deploy GenAI-assisted virtual buyer and seller digital collaborative capabilities that will improve effectiveness in sales engagement.
Sales Engagement
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Through 2026, to effectively manage critical presales staff, enterprises will look to vendors to provide AI and data-driven technologies to help optimize resource allocation, or risk creating bottlenecks in the sales process.
Sales Engagement
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Through 2026, one-half of sales enterprises will lack an effective, unified omnichannel selling environment to engage and motivate buyers purchasing products and services, resulting in unrealized sales opportunities.
Subscription Management
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By 2027, over one-half of all enterprises will deploy a mixed revenue model that includes subscriptions and usage pricing in addition to one-time sales as enterprises innovate pricing models to remain competitive.
Subscription Management
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Through 2026, more than one-half of B2B enterprises will look at consumption-based pricing but will realize that new processes and capabilities will be needed to overcome issues with unpredictability to support wider adoption.
Subscription Management
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Through 2026, more than one-half of providers will need AI usage forecasting capabilities to supporting usage pricing and resolve seller and buyer discomfort with unpredictable revenue and costs to support wider adoption.
Subscription Management
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Through 2027, less than one-third of enterprises will deploy an integrated Configure, Price, Quote (CPQ) and contract life cycle management (CLM) application within billing systems, leading to a degraded customer experience.
Subscription Management
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Through 2027 providers will develop new AI-driven capacities using targeted customer data to develop offers and individual pricing as part of the customer subscription experience.
Subscription Management
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Through 2026, the convergence of one-time, subscription and usage pricing models will result in subscription management and digital commerce providers developing platforms that can provide for all types of revenue models.
Subscription Management
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Through 2026, less than 1 in 10 enterprises will have integrated monetization testing and evaluation capabilities as part of their subscription management systems delaying the time-to-value for product innovation.
Subscription Management
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Through 2027, more than 3 in 5 providers will use predictive AI-based forecasting for usage- and consumption-based pricing models, addressing predictability concerns for customers and vendors.
Business Planning
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By 2027, just one-quarter of enterprises will incorporate economic and market data into business planning processes to enhance profitability and improve revenue management effectiveness.
Business Planning
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Through 2028, over one-half of enterprises will adopt business planning applications to achieve operational excellence.
Business Planning
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By 2028, fewer than one-third of enterprises will coordinate sales and operations planning with financial budgeting, contributing to supply chain inefficiencies and lower profitability.
Business Planning
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By 2027, one-half of enterprises will use business planning applications to set ESG objectives, analyze results and report compliance to achieve their carbon reduction goals.
Business Planning
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By 2027, all providers of sales and operations software will offer AI-assisted predictive analytics capabilities to streamline planning cycles and improve forecast accuracy.
Business Planning
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By 2027, all providers of sales and operations software will offer GenAI-assisted capabilities for documentation, reporting and communications creation to increase productivity and shorten planning cycles.
Business Planning
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By 2028, almost all users of business planning software will use its capabilities to align strategy and objectives to organizational performance across business silos.
Business Planning
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By 2027, almost all providers of planning software will offer a dedicated data store to facilitate the integration of operational and external data with financials to improve the speed and accuracy of forecasts and plans.
Business Planning
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By 2028, the supply chain management software category, after years of languishing, will be re-established as relevant with a dramatic overhaul of the platform to be digital and AI-enabled.
Business Planning
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Through 2027, supply and demand chain management in over one-half of enterprises will remain inadequate to ensure resilience and business continuity, requiring aggressive digital innovation.
Business Planning
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By 2027, over two-thirds of larger enterprises will incorporate sustainability metrics in sourcing and supply chain selection criteria to support environmental social governance (ESG) efforts.
Business Planning
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Through 2027, only one-third of enterprises will have adequate technology to support sales and operations planning requirements to achieve a competitive advantage.
Business Planning
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By 2028, almost all providers of business planning software will offer sustainability measurement and reporting features to facilitate accurate analysis and reporting of environmental data.
Business Planning
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By 2027, all providers of sales and operations planning software will differentiate their offerings by the capabilities and accuracy of their GenAI functionality.
Business Planning
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By 2027, most providers of sales and operations software will use natural language processing to speed planning cycles and streamline analysis and reporting.
ERP
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Through 2026, one-half of enterprises will have applied robotic process automation (RPA) to legacy ERPs to achieve greater operational efficiency and enhance the productivity of the essential workers.
ERP
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By 2027, over two-thirds of enterprises will augment their ERP systems with order and inventory execution technology to enhance supply chain effectiveness.
ERP
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Through 2027, ERP systems will evolve to support ESG processes but only one-third of enterprises will have made the required investments to achieve the stated objectives and legal and regulatory compliance.
ERP
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Through 2027, increased focus on inventory optimization throughout an enterprise’s global supply chain will require digital investment to align management systems with operational processes.
ERP
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Through 2028, over one-half of manufacturing companies will recognize that existing supply chain applications lack sufficient automation and intelligence for competitive effectiveness.
ERP
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By 2028, more than 7 in 10 enterprises’ standard information architectures will include streaming data and event processing, allowing more responsive and agile sales and operations planning.
Products
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Through 2028, one-half of enterprises will recognize that ineffective product experiences are degrading their demand chain performance and will make new technology investments into PIM.
Products
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By 2028, one-third of enterprises will have invested in a common technological approach for product information management that is committed to product experiences and not just digital assets.
Products
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Through 2028, one-fifth of enterprises will have connected a product information network with agentic AI supporting the enterprise and customers’ requirements for responsiveness.
Products
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By 2027, one-third of enterprises using ERP systems will find the lack of effective product information management (PIM) leads to new investments to address this essential need.
Products
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By 2027, the product information management (PIM) category will evolve as product experience management (PXM) where the value from the technology is focused on digital experiences and engagement through GenAI.
Products
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Though 2027, the adoption of Product Information Management (PIM) platforms in one-third of enterprises will energize a new focus on the value of products that are easy to share and collaborate on across the supply chain.
Products
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By 2027, one-quarter of enterprises will demand GenAI capabilities on their product information management platform to ensure the simplicity of answering specific questions.
Products
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By 2028, one-third of enterprises will invest in product information management (PIM) platforms that capitalize on the opportunity available as PIM shifts from catalogs to analytics and intelligence in product processes.
Products
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By 2027, the product catalogs of PIM software providers will be ingested into LLMs to support GenAI interactions inside and outside the enterprise.
Products
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By 2028, one-quarter of PIM and PXM software providers will acquire or combine with product lifecycle management (PLM) to meet the needs of enterprises.
Supply Chain & Operations
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By 2027, one-quarter of enterprises will re-activate a new product information management software investment to meet GenAI requirements to have an ingestible product catalog for interactions across the supply chain.
Supply Chain & Operations
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By 2027, all providers of supply chain management software will differentiate their offerings by the capabilities and accuracy of their AI and GenAI functionality.
Supply Chain Management
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By 2028, one-third of enterprises will deem the lack of a product platform that manages data and workflows as a supply chain weakness, requiring investment into modern digital technology.
Supply Chain Management
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By 2027, over one-half of enterprises will rationalize data from across the supply chain to provide the information required to support environmental social governance (ESG) efforts.
Supply Chain Management
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By 2027, one-half of COOs will have a strategic roadmap in place to make digital innovation in revenue management and work engagement a priority.
Supply Chain Management
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By 2027, one-half of supply chain management teams will have adopted some form of AI and GenAI to shorten planning and forecasting cycles to promote agility and resilience.
Supply Chain Management
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By 2028, almost all supply chain management software providers will have incorporated an initial set of AI and GenAI capabilities to accelerate operations and promote agility.
Supply Chain Management
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By 2027, one-half of supply chain teams will adopt natural language processing as a component of improving digital experiences for business professionals who desire conversational methods of interaction.
Supply Chain Management
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By 2028, only one-half of enterprises will have used digital process reengineering to innovate their supply chain management.
Supply Chain Management
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By 2028, one-third of enterprises will routinely use AI in accelerating execution of sales and operations planning cycles to improve agility and increase focus on more effective human decision making.
Supply Chain Management
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By 2027, almost all business-focused software providers will offer a dedicated data store to facilitate the integration of operational and financial data, making actionable information available to support data-driven decision making.
Supply Chain Management
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By 2027, almost all supply chain management will have a dedicated data store to facilitate the integration of all data necessary to facilitate analysis and reporting.
Supply Chain Management
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By 2027, one-third of enterprises will augment their supply chain management expertise with AI and GenAI technology to drive automation and operational workflows to guide optimization.
Supply Chain Management
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By 2027, almost all SCM software providers will incorporate GenAI for classifying and summarizing textual data to boost productivity and speed response times.
Supply Chain Management
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By 2027, almost all SCM software providers will incorporate AI for automating ingestion of supply chain documentation to increase accuracy and productivity while accelerating response times.
Supply Chain Planning
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By 2027 almost all providers of supply chain planning software will incorporate agents to speed response to events in order to optimize cost and customer satisfaction.
Supply Chain Planning
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By 2027 fewer than one-fifth of enterprises will have meaningfully changed their supply chain planning processes to gain benefits from AI. Those that do will have a competitive advantage.
Supply Chain Planning
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By 2027, just one-quarter of enterprises will incorporate economic and market data into supply chain planning processes to enhance profitability and improve revenue management effectiveness.
Supply Chain Planning
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By 2028, almost all providers of supply chain planning software will offer sustainability measurement and reporting features to facilitate accurate analysis of environmental data to drive purchasing decisions.
Supply Chain Planning
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By 2027, almost all supply chain planning providers will have a dedicated data store to facilitate the integration of all data necessary for ongoing training of AI models to ensure they are performative.
Sustainability Management
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Through 2027, one-half of enterprises will have insufficient data and software to adequately measure their environmental, social and governance (ESG) metrics to inform their governance, strategy, risk management and targets.
Sustainability Management
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Through 2027, two-thirds of enterprises will lack the ability to optimize sustainability, strategic and financial objectives because of inadequate systems, data, governance and processes.
Sustainability Management
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By 2027, one-quarter of enterprises will establish a Chief Sustainability Officer to guide the optimization of environmental social governance (ESG) efforts to minimize their carbon footprint across their supply chains.
Sustainability Management
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By 2027, a new generation of sustainability software will evolve to enable enterprises to achieve supply chain-related environmental social governance (ESG) objectives.
Sustainability Management
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Through 2027, more than one-quarter of enterprises will combine business event data with machine-generated telemetry data to provide context and generate additional business value from observability to support sustainability efforts.
Sustainability Management
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By 2028, the category of sustainability management will embed AI and GenAI to identify potential ethical and regulatory risks in enterprise policies to guide decision making.
Sustainability Management
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By 2026, the category of sustainability management will embrace continuous planning software to better guide future actions and plans using analytics.
Sustainability Management
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By 2027 almost all providers of ESG management software will incorporate cost as well as environmental impact data to enable enterprises to optimize trade-offs in achieving sustainability goals.
Sustainability Management
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Through 2027, the lack of investment into governing sustainability will require one-half of enterprises to apply performance management processes to better plan and govern efforts to reach ESG objectives.
Digital Business & Workplace
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Through 2027, after decades of investment into digital transformation, two-thirds of enterprises will require a new digital business and technology agenda for modernization to ensure workforce effectiveness.
Digital Business & Workplace
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Through 2028, one-half of enterprises will establish digital business as a priority for an effective workforce that is engaged, satisfied in the work they perform and enabled to meet expected contributions.
Digital Business & Workplace
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By 2027, the requirements for a digital business in three-quarters of enterprises will not be addressed properly and will require the establishment of a Chief Digital Officer to guide modernization and investments.
Digital Business & Workplace
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By 2027, two-thirds of enterprises’ executive leadership teams will determine that their digital experiences are ineffective and that their software investments have been misappropriated.
Digital Business & Workplace
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By 2027, two-thirds of enterprises will lack commitment to digital business and effective workforce collaboration, and this will be attributed to leadership culture, leading to continued decay of productivity and profitability.
Digital Business & Workplace
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Through 2027, one-half of enterprises will remain digitally ineffective in the deployment of agentic AI to achieve the business priorities for customer-, product- and people-related processes.
Digital Business & Workplace
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Through 2027, over one-half of enterprises will have lost the control in governance of AI-deployed software required for the business to achieve optimal ROI.
Digital Business & Workplace
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Through 2028, one-third of enterprises will need to establish an AI Center of Excellence (CoE) for digital business to prioritize collaboration on best practices and software for use across the workforce.
Digital Business & Workplace
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By 2027, over two-thirds of enterprises will determine the chaos of software for digital business requires rationalization and consolidation of software providers to ensure operational excellence.
Digital Business & Workplace
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By 2027, one-half of enterprises will establish an agentic AI focus that can engage workers to respond to real-time events.
Digital Business & Workplace
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Through 2028, one-half of enterprises will have adopted work management methods and tools to realize the necessary productivity and automation to ensure organizational resilience.
Digital Business & Workplace
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Through 2027, the lack of intelligence in business processes will lead two-thirds of enterprises to establish a AI technology strategy and plan.
Digital Business & Workplace
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By 2027, one-third of enterprises will realize the necessity of digital identity as foundational to digital business and will make efforts to improve the software and technology utilized to track and secure worker engagement.
Digital Business & Workplace
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Through 2027, the software to support digital business will become a focal point for strategic investment to ensure effective digital modernization in two-thirds of enterprises.
Digital Business & Workplace
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Through 2027, one-half of enterprises focused on digital business will scrap their use of analytics with dashboards and visualization due to an ineffective understanding of what actions or decisions are needed.
Digital Business & Workplace
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Through 2027, the assignment of a Chief Digital Officer will be essential in over one-half of enterprises to lead the assessment of how to utilize GenAI as a key advancement in the adoption of a new digital experience.
Digital Business & Workplace
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By 2028, the use of AI in Digital Business in over one-half of enterprises will require a unified strategy to ensure the effective governance of the software across business processes.
Digital Business & Workplace
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By 2027, one-half of enterprises will identify that the horrific user experiences in their existing software will bring focus to experience management and approaches that use GenAI as the primary method for interactions.
Digital Business & Workplace
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Through 2028, one-third of enterprises will require a centralized approach to managing large language models and will establish a "librarian" type approach to properly govern and catalogue essential knowledge assets.
Digital Business & Workplace
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Through 2028, traditional business application software providers will transition to a new generation of applications that utilize GenAI as the standard digital experience for engaging with the application.
Digital Business & Workplace
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By 2027, the disarray of tools for digital business from software providers will invoke a round of software provider consolidation to simplify portfolios.
Digital Business & Workplace
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Through 2027, software providers for collaboration and communications will unify with those in work management to meet the next level of modernization required for workforce effectiveness.
Digital Business & Workplace
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By 2028, one-third of enterprises will ensure workforce readiness by operating a unified governance and risk program to guide workforce compliance to policies and standards.
Digital Business & Workplace
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Through 2027, the lack of policy compliance in business processes will lead one-half of enterprises to establish digital workflows to guide operational excellence and mitigate risk.
Digital Business & Workplace
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In 2028, the absence of risk metrics used in decision-making processes by two-thirds of enterprises will contribute to declined performance and lack of organizational readiness.
Digital Business & Workplace
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By 2027, a new breed of software providers with AI-infused process discovery and mining software will unify with workflow and robotic process automation technologies to provide operational resilience.
Digital Business & Workplace
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Through 2027, the lack of digital and data governance in two-thirds of enterprises will be a priority for business to ensure effective collaborative decision making.
Digital Business & Workplace
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By 2028, one quarter of enterprises will have deployed the agentic AI generation of technology to support digital business and workplace environments.
Collaboration & Communication
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By 2027, two-thirds of enterprises will determine existing collaboration and communications software is ineffective to support AI and seamless interactions across devices and people.
Collaboration & Communication
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Through 2027, a new breed of collaboration and communications platform will evolve from today’s communication platform and unified communication as-a-service (UCaaS) software to meet modern business requirements.
Collaboration & Communication
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Through 2027, two-thirds of enterprises will realize that enterprise-wide collaborative and communications software does not satisfy workforce expectations in use of AI, resulting in decreased productivity and worker engagement.
Collaboration & Communication
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Through 2027, only one-quarter of enterprises will have standardized their digital communications technologies to provide the highest level of resilience and unification for an effective workforce.
Collaboration & Communication
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By 2027, one-quarter of enterprises will prioritize GenAI-supported text and voice agents as an essential technology for collaborative and communication software.
Collaboration & Communication
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By 2028, one-third of enterprises will continue to use email for communicating, ignoring AI-infused collaboration through structured messaging and thus contributing to the ineffective use of workforce time and reducing impact.
Collaboration & Communication
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Through 2028, one-quarter of enterprises will use AI to redirect collaboration and communications to intelligent automation methods for response and resolution.
Collaboration & Communication
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Through 2028, the overabundance of collaboration and communications software providers will lead to market consolidation and choices for enterprises.
Collaboration & Communication
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By 2027, the consolidation of software providers in collaboration and communications will bring focus to platforms that enable interactions in any application and device.
Collaboration & Communication
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Through 2027, one-fifth of enterprises will employ agentic AI with collaboration and communications software to guide workers through workflows that will become intelligent and guide tasks to outcomes.
Collaboration & Communication
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By 2028, software providers will blend agentic AI with collaboration and communications software to provide digital assistants that increase productivity by guiding actions.
Digital Experience Platforms
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By 2027, one-half of enterprises will realize that digital experiences are neither intelligent nor automated using AI and that they fail to meet the readiness requirements of every worker and business process.
Digital Experience Platforms
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Through 2027, one-quarter of enterprises will establish a Center of Excellence (CoE) to assess and optimize digital experiences across all business processes and workflows to ensure optimal interactions.
Digital Experience Platforms
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By 2028, one-fifth of enterprises will establish a Chief Experience Officer to guide digital improvements and guide the use of digital experience platforms to enterprise's customer-facing business processes.
Digital Experience Platforms
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Through 2028, two-thirds of enterprises will use AI to optimize the engagement between people and machines to prioritize digital experience and engagement as a technological precedent for every interaction.
Digital Experience Platforms
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Through 2027, the experience management software category will help support enterprise requirements to consolidate people and machine feedback using AI, leading to optimized digital interactions.
Digital Experience Platforms
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Through 2028, the poor performance and ineffectiveness of application experiences will be a contributing factor to workforce attrition in over one-third of enterprises, forcing the evaluation of new AI-powered interfaces.
Digital Experience Platforms
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By 2027, one-fifth of enterprises will use AI to dynamically personalize the digital experiences of interactions and determine where GenAI is an effective engagement method.
Digital Experience Platforms
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Through 2027, software providers who gather employee and customer feedback will advance to use AI for dynamic engagement with the contact center for resolution and satisfaction.
Digital Experience Platforms
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By 2027, software providers with digital experience platforms will advance the use of GenAI instead of surveys to garner feedback in a more human and seamless manner.
Work Management
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Through 2027, one-half of enterprises will invest in work experiences and prioritize work management software that optimizes use of time for task and activity execution.
Work Management
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By 2027, one-half of enterprises will deem existing project management approaches ineffective to enable workforce resilience and provide business continuity.
Work Management
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Through 2027, the work management category will become a critical priority for enterprises in order for the workforce to reach its full potential.
Work Management
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By 2027, two-thirds of enterprises will realize the necessity of collaborative, focused and task-oriented work management to ensure their portfolio and resources are utilized effectively.
Work Management
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Through 2027, the use of work management software in one-half of enterprises will be identified as an essential investment to increase the effectiveness of the workforce and to reach optimal outcomes.
Work Management
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By 2027, the embedding of agentic AI will contribute to intelligent work operations that help manage workforce effectiveness.
Work Management
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By 2027, one-half of enterprises will find the lack of predictability in portfolio and project management to be a significant flaw in their current approach, requiring new investments.
Work Management
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Through 2028, two-thirds of enterprises will invest into software that provides the intelligence in their portfolio of project management to avoid unnecessary risk and produce expected outcomes.
Work Management
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Through 2027, the adoption of GenAI in work management software will help provide guidance regarding the effective prioritization of tasks that are essential to work performance.
Work Management
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Through 2027, the need to predict potential exceptions and issues in work management will require the application of AI to ensure notification and resolution.
Work Management
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By 2028, one-third of enterprises will have unified work management with collaborative and communications systems to ensure streamlined activities across the workforce.
Work Management
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By 2027, the elevation of task and project management to work management will introduce a modern set of software providers designed for this purpose.
Work Management
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By 2027, the software providers in work management will evolve to provide portfolio operations and performance support in their offerings.
Service Management
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By 2027, one-half of enterprises will have the majority of their services digitally enabled, requiring operations software that can monitor and act on disruptions.
Service Management
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Through 2027, two-third of enterprises will embrace the business need for service management software that can engage all services and interactions with workforce and customers.
Service Management
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By 2027, the need of one-half of enterprises to dynamically support digital incidents will require a modern generation of service management for IT and business.
Service Management
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By 2027, one-quarter of enterprises will have applied GenAI to service management to best understand and engage with services that are operated by machines.
Service Management
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Through 2027, one-third of enterprises will enable service management as a focal point of agentic AI for digital processes and systems.
Service Management
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Through 2027, the software category of service management will support enterprises that must monitor and act in real time to support the continuity of business processes.
Service Management
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Through 2027, the application of GenAI with service management software providers will enable a new machine-driven method for engagement with operations teams.
Strategic Portfolio Management
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Through 2027, one-fifth of enterprises will deem the portfolio management of business applications as ineffective and will examine a new generation of capabilities to manage software assets effectively.
Strategic Portfolio Management
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Through 2027, one-third of enterprises will identify strategic portfolio management as essential for managing deployments to expected value in a continuous manner.
Strategic Portfolio Management
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By 2027, CIOs in one-quarter of enterprises will modernize their IT management practices with strategic portfolio management to support the project management office (PMO).
Strategic Portfolio Management
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Through 2027, one-fifth of enterprises will require AI-based enablement of strategic portfolio management that can transform the ability to gain knowledge on the portfolio of systems not readily available in existing approaches.
Strategic Portfolio Management
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By 2027, the advancement of GenAI will lead one-quarter of enterprises to reassess their strategic portfolio management systems for digital renovation that can enable effective engagement.
Strategic Portfolio Management
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Through 2027, one-quarter of enterprises will require that strategic portfolio management software is enabled with conversational and agentic AI to help streamline actions and insights.
Strategic Portfolio Management
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By 2027, the advancement of strategic portfolio management with the use of AI will modernize the portfolio of software used by the leadership and across business and IT.
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By 2027 the software category of strategic portfolio management will transition to a suite of applications that connect with collaborative and communications systems and work management software.
Workplace Systems
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By 2027, one-third of enterprises will require a modern generation of workplace systems to ensure the effectiveness of interactions across the workforce.
Workplace Systems
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Through 2027, one-fifth of enterprises will determine that a lack of insight from workplace systems requires transformational investments to meet the needs of the business.
Workplace Systems
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Through 2028, one-quarter of enterprises will require workplace systems that utilize GenAI with the systems to gain intelligence on engagement by the workforce.
Workplace Systems
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By 2027, one-quarter of enterprises will require workplace systems using analytics and agentic AI to enhance digital interactions while sensing and responding to opportunities and issues in an expedited manner.
Workplace Systems
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Through 2027, one-third of enterprises will need a workplace systems platform to monitor and act on the interactions of human and conversational AI systems.
Workplace Systems
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By 2028, one-quarter of enterprises will require real-time workplace systems that can utilize process discovery and mining methods to instrument the intelligent automation of workflows using agentic AI.
Workplace Systems
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By 2028, the necessity of insights on digital activities in workplace systems will require software providers to support the needs of digital intelligence using AI across processes and systems.
Workplace Systems
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Through 2026, the need for workplace systems will require that software providers look at applying AI to the interactions of any individual or system operating across workforce.
