Mark Smith's Analyst Perspectives

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We offer a portfolio of advisory, research, thought leadership and digital education services to help optimize market strategy, planning and execution.</p> <p><strong><a href="https://www.ventanaresearch.com/services/vendors/analyst_relations" rel="noopener">Analyst Relations</a></strong></p> <p><strong><a href="https://www.ventanaresearch.com/services/vendors/demand_generation" rel="noopener">Demand Generation</a></strong></p> <p><strong><a href="https://www.ventanaresearch.com/services/vendors/product-marketing" rel="noopener">Product Marketing</a></strong></p> <p><strong><a href="https://www.ventanaresearch.com/vendor-coverage" target="_self" role="menuitem">Market Coverage</a></strong></p> <p><strong><a href="https://www.ventanaresearch.com/briefing" target="_self" role="menuitem">Request a Briefing</a></strong><br><br><br></p></div> <span id="hs_cos_wrapper_dnd_area-module-2_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_simple_menu" style="" data-hs-cos-general-type="widget" data-hs-cos-type="simple_menu"><ul></ul></span> <div class="bottom_rich_text"> </div> </div> </div> </div> </div> </div> <script src="https://marksmith.isg-one.com/hs-fs/hubfs/hub_generated/template_assets/1/90531223305/1740157483881/template_mmenu.min.js"></script> </div> </div> </div> </div> </div> </div> </div> </div> <div id="hs_cos_wrapper_Structured_data" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"></div> <div class="body-container-wrapper"> <div class="blog-header background-image post_page_2" data-bg-color="secondary" style=" background-size:cover; background-position:50%; background-repeat:no-repeat; background-image:url(https://marksmith.isg-one.com/hubfs/_images/_backgrounds_expertise/2024_VR_Digital_Business_Expertise_Image_AdobeStock_288623293_1200px.jpg); ">  <div class="row-fluid"> <div class="blog-header__inner dnd-row"> <div class="blog--post__image dnd-section"> <img class="analyst-header-photo" src="https://marksmith.isg-one.com/hubfs/_images/_team/Smith.Mark%20Pic.Circle.png" style="padding: 10px; "> <br> <h1 class="analyst-header-title">Mark Smith's Analyst Perspectives</h1>  </div> </div> </div> </div> <div class="content-wrapper-listing blog-single"> <div class="blog-content-wrapper"> <div>   <div class="blog-index__post-content" style="margin-bottom: 80px"> <div class="post-meta"> <h2 style="font-size: 1.875rem;"><a href="https://marksmith.isg-one.com/expert.ai-earns-2021-digital-innovation-award-for-digital-technology">Expert.ai Earns 2021 Digital Innovation Award for Digital Technology</a></h2> <div class="author-meta"> Posted by <a href="https://marksmith.isg-one.com/author/mark-smith"> Mark Smith </a> on <span class="post-date">07 September 2021 </span> </div>  <hr> </div> <div class="list-card-p"><div class="wrapingimage"> <img src="https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Expert.ai%20Earns%202021%20Digital%20Innovation%20Award%20for%20Digital%20Technology.png?width=200&name=AP_MS_Expert.ai%20Earns%202021%20Digital%20Innovation%20Award%20for%20Digital%20Technology.png" width="200" !important: srcset="https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Expert.ai%20Earns%202021%20Digital%20Innovation%20Award%20for%20Digital%20Technology.png?width=100&name=AP_MS_Expert.ai%20Earns%202021%20Digital%20Innovation%20Award%20for%20Digital%20Technology.png 100w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Expert.ai%20Earns%202021%20Digital%20Innovation%20Award%20for%20Digital%20Technology.png?width=200&name=AP_MS_Expert.ai%20Earns%202021%20Digital%20Innovation%20Award%20for%20Digital%20Technology.png 200w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Expert.ai%20Earns%202021%20Digital%20Innovation%20Award%20for%20Digital%20Technology.png?width=300&name=AP_MS_Expert.ai%20Earns%202021%20Digital%20Innovation%20Award%20for%20Digital%20Technology.png 300w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Expert.ai%20Earns%202021%20Digital%20Innovation%20Award%20for%20Digital%20Technology.png?width=400&name=AP_MS_Expert.ai%20Earns%202021%20Digital%20Innovation%20Award%20for%20Digital%20Technology.png 400w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Expert.ai%20Earns%202021%20Digital%20Innovation%20Award%20for%20Digital%20Technology.png?width=500&name=AP_MS_Expert.ai%20Earns%202021%20Digital%20Innovation%20Award%20for%20Digital%20Technology.png 500w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Expert.ai%20Earns%202021%20Digital%20Innovation%20Award%20for%20Digital%20Technology.png?width=600&name=AP_MS_Expert.ai%20Earns%202021%20Digital%20Innovation%20Award%20for%20Digital%20Technology.png 600w" sizes="(max-width: 200px) 100vw, 200px"> </div> <p>The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications, as well as technology that contributes significantly to the improved processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations to advance business and IT.</p> </div> <a href="https://marksmith.isg-one.com/expert.ai-earns-2021-digital-innovation-award-for-digital-technology"><span class="readmore"> Read More </span></a><br><br> Topics: <a href="https://marksmith.isg-one.com/topic/customer-experience">Customer Experience</a>, <a href="https://marksmith.isg-one.com/topic/analytics">Analytics</a>, <a href="https://marksmith.isg-one.com/topic/internet-of-things">Internet of Things</a>, <a href="https://marksmith.isg-one.com/topic/digital-technology">Digital Technology</a>, <a href="https://marksmith.isg-one.com/topic/blockchain">blockchain</a>, <a href="https://marksmith.isg-one.com/topic/natural-language-processing">natural language processing</a>, <a href="https://marksmith.isg-one.com/topic/conversational-computing">Conversational Computing</a>, <a href="https://marksmith.isg-one.com/topic/collaborative-computing">collaborative computing</a>, <a href="https://marksmith.isg-one.com/topic/mobile-computing">mobile computing</a>, <a href="https://marksmith.isg-one.com/topic/extended-reality">extended reality</a>, <a href="https://marksmith.isg-one.com/topic/robotic-automation">robotic automation</a>, <a href="">AI and Machine Learning</a> <hr> </div>  <div class="blog-index__post-content" style="margin-bottom: 80px"> <div class="post-meta"> <h2 style="font-size: 1.875rem;"><a href="https://marksmith.isg-one.com/palantir-earns-overall-digital-innovation-award-for-2021">Palantir Earns Overall Digital Innovation Award for 2021</a></h2> <div class="author-meta"> Posted by <a href="https://marksmith.isg-one.com/author/mark-smith"> Mark Smith </a> on <span class="post-date">04 August 2021 </span> </div>  <hr> </div> <div class="list-card-p"><div class="wrapingimage"> <img src="https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Palantir%20Earns%20Overall%20Digital%20Innovation%20Award%20for%202021.png?width=200&name=AP_MS_Palantir%20Earns%20Overall%20Digital%20Innovation%20Award%20for%202021.png" width="200" !important: srcset="https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Palantir%20Earns%20Overall%20Digital%20Innovation%20Award%20for%202021.png?width=100&name=AP_MS_Palantir%20Earns%20Overall%20Digital%20Innovation%20Award%20for%202021.png 100w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Palantir%20Earns%20Overall%20Digital%20Innovation%20Award%20for%202021.png?width=200&name=AP_MS_Palantir%20Earns%20Overall%20Digital%20Innovation%20Award%20for%202021.png 200w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Palantir%20Earns%20Overall%20Digital%20Innovation%20Award%20for%202021.png?width=300&name=AP_MS_Palantir%20Earns%20Overall%20Digital%20Innovation%20Award%20for%202021.png 300w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Palantir%20Earns%20Overall%20Digital%20Innovation%20Award%20for%202021.png?width=400&name=AP_MS_Palantir%20Earns%20Overall%20Digital%20Innovation%20Award%20for%202021.png 400w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Palantir%20Earns%20Overall%20Digital%20Innovation%20Award%20for%202021.png?width=500&name=AP_MS_Palantir%20Earns%20Overall%20Digital%20Innovation%20Award%20for%202021.png 500w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Palantir%20Earns%20Overall%20Digital%20Innovation%20Award%20for%202021.png?width=600&name=AP_MS_Palantir%20Earns%20Overall%20Digital%20Innovation%20Award%20for%202021.png 600w" sizes="(max-width: 200px) 100vw, 200px"> </div> <p>The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications, as well as technology that contributes significantly to the improved processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations to advance business and IT.</p> </div> <a href="https://marksmith.isg-one.com/palantir-earns-overall-digital-innovation-award-for-2021"><span class="readmore"> Read More </span></a><br><br> Topics: <a href="https://marksmith.isg-one.com/topic/sales">Sales</a>, <a href="https://marksmith.isg-one.com/topic/customer-experience">Customer Experience</a>, <a href="https://marksmith.isg-one.com/topic/human-capital-management">Human Capital Management</a>, <a href="https://marksmith.isg-one.com/topic/marketing">Marketing</a>, <a href="https://marksmith.isg-one.com/topic/office-of-finance">Office of Finance</a>, <a href="https://marksmith.isg-one.com/topic/voice-of-the-customer">Voice of the Customer</a>, <a href="https://marksmith.isg-one.com/topic/continuous-planning">Continuous Planning</a>, <a href="https://marksmith.isg-one.com/topic/embedded-analytics">embedded analytics</a>, <a href="https://marksmith.isg-one.com/topic/learning-management">Learning Management</a>, <a href="https://marksmith.isg-one.com/topic/analytics">Analytics</a>, <a href="https://marksmith.isg-one.com/topic/business-intelligence">Business Intelligence</a>, <a href="https://marksmith.isg-one.com/topic/collaboration">Collaboration</a>, <a href="https://marksmith.isg-one.com/topic/data-governance">Data Governance</a>, <a href="https://marksmith.isg-one.com/topic/data-preparation">Data Preparation</a>, <a href="https://marksmith.isg-one.com/topic/information-management">Information Management</a>, <a href="https://marksmith.isg-one.com/topic/internet-of-things">Internet of Things</a>, <a href="https://marksmith.isg-one.com/topic/business-planning">Business Planning</a>, <a href="https://marksmith.isg-one.com/topic/contact-center">Contact Center</a>, <a href="https://marksmith.isg-one.com/topic/data">Data</a>, <a href="https://marksmith.isg-one.com/topic/product-information-management">Product Information Management</a>, <a href="https://marksmith.isg-one.com/topic/sales-performance-management">Sales Performance Management</a>, <a href="https://marksmith.isg-one.com/topic/workforce-management">Workforce Management</a>, <a href="https://marksmith.isg-one.com/topic/financial-performance-management">Financial Performance Management</a>, <a href="https://marksmith.isg-one.com/topic/price-and-revenue-management">Price and Revenue Management</a>, <a href="https://marksmith.isg-one.com/topic/digital-technology">Digital Technology</a>, <a href="https://marksmith.isg-one.com/topic/digital-marketing">Digital Marketing</a>, <a href="https://marksmith.isg-one.com/topic/digital-commerce">Digital Commerce</a>, <a href="https://marksmith.isg-one.com/topic/operations-supply-chain">Operations & Supply Chain</a>, <a href="https://marksmith.isg-one.com/topic/enterprise-resource-planning">Enterprise Resource Planning</a>, <a href="https://marksmith.isg-one.com/topic/erp-and-continuous-accounting">ERP and Continuous Accounting</a>, <a href="https://marksmith.isg-one.com/topic/revenue">Revenue</a>, <a href="https://marksmith.isg-one.com/topic/blockchain">blockchain</a>, <a href="https://marksmith.isg-one.com/topic/natural-language-processing">natural language processing</a>, <a href="https://marksmith.isg-one.com/topic/data-lakes">data lakes</a>, <a href="https://marksmith.isg-one.com/topic/total-compensation-management">Total Compensation Management</a>, <a href="https://marksmith.isg-one.com/topic/robotic-finance">robotic finance</a>, <a href="https://marksmith.isg-one.com/topic/predictive-planning">Predictive Planning</a>, <a href="https://marksmith.isg-one.com/topic/employee-experience">employee experience</a>, <a href="https://marksmith.isg-one.com/topic/candidate-engagement">candidate engagement</a>, <a href="https://marksmith.isg-one.com/topic/conversational-computing">Conversational Computing</a>, <a href="https://marksmith.isg-one.com/topic/continuous-payroll">Continuous Payroll</a>, <a href="https://marksmith.isg-one.com/topic/collaborative-computing">collaborative computing</a>, <a href="https://marksmith.isg-one.com/topic/mobile-computing">mobile computing</a>, <a href="https://marksmith.isg-one.com/topic/continuous-supply-chain">continuous supply chain</a>, <a href="https://marksmith.isg-one.com/topic/subscription-management">Subscription Management</a>, <a href="https://marksmith.isg-one.com/topic/agent-management">agent management</a>, <a href="https://marksmith.isg-one.com/topic/extended-reality">extended reality</a>, <a href="https://marksmith.isg-one.com/topic/intelligent-marketing">intelligent marketing</a>, <a href="https://marksmith.isg-one.com/topic/sales-enablement">sales enablement</a>, <a href="https://marksmith.isg-one.com/topic/work-experience-management">work experience management</a>, <a href="https://marksmith.isg-one.com/topic/lease-and-tax-accounting">lease and tax accounting</a>, <a href="https://marksmith.isg-one.com/topic/robotic-automation">robotic automation</a>, <a href="">AI and Machine Learning</a> <hr> </div>  <div class="blog-index__post-content" style="margin-bottom: 80px"> <div class="post-meta"> <h2 style="font-size: 1.875rem;"><a href="https://marksmith.isg-one.com/the-digital-technology-market-agenda-for-2021-predictability-in-unpredictable-times">The Digital Technology Market Agenda for 2021: Predictability in Unpredictable Times</a></h2> <div class="author-meta"> Posted by <a href="https://marksmith.isg-one.com/author/mark-smith"> Mark Smith </a> on <span class="post-date">25 February 2021 </span> </div>  <hr> </div> <div class="list-card-p"><div class="wrapingimage"> <img src="https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_The%20Digital%20Technology%20Market%20Agenda%20for%202021_Predictability%20in%20Unpredictable%20Times.png?width=200&name=AP_MS_The%20Digital%20Technology%20Market%20Agenda%20for%202021_Predictability%20in%20Unpredictable%20Times.png" width="200" !important: srcset="https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_The%20Digital%20Technology%20Market%20Agenda%20for%202021_Predictability%20in%20Unpredictable%20Times.png?width=100&name=AP_MS_The%20Digital%20Technology%20Market%20Agenda%20for%202021_Predictability%20in%20Unpredictable%20Times.png 100w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_The%20Digital%20Technology%20Market%20Agenda%20for%202021_Predictability%20in%20Unpredictable%20Times.png?width=200&name=AP_MS_The%20Digital%20Technology%20Market%20Agenda%20for%202021_Predictability%20in%20Unpredictable%20Times.png 200w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_The%20Digital%20Technology%20Market%20Agenda%20for%202021_Predictability%20in%20Unpredictable%20Times.png?width=300&name=AP_MS_The%20Digital%20Technology%20Market%20Agenda%20for%202021_Predictability%20in%20Unpredictable%20Times.png 300w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_The%20Digital%20Technology%20Market%20Agenda%20for%202021_Predictability%20in%20Unpredictable%20Times.png?width=400&name=AP_MS_The%20Digital%20Technology%20Market%20Agenda%20for%202021_Predictability%20in%20Unpredictable%20Times.png 400w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_The%20Digital%20Technology%20Market%20Agenda%20for%202021_Predictability%20in%20Unpredictable%20Times.png?width=500&name=AP_MS_The%20Digital%20Technology%20Market%20Agenda%20for%202021_Predictability%20in%20Unpredictable%20Times.png 500w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_The%20Digital%20Technology%20Market%20Agenda%20for%202021_Predictability%20in%20Unpredictable%20Times.png?width=600&name=AP_MS_The%20Digital%20Technology%20Market%20Agenda%20for%202021_Predictability%20in%20Unpredictable%20Times.png 600w" sizes="(max-width: 200px) 100vw, 200px"> </div> <p>I’m proud to share Ventana Research’s <span style="text-decoration: underline;">2021 market agenda for digital technology</span>. Our focus in this agenda is to deliver expertise to help organizations prioritize technology investments that increase workforce effectiveness and organizational agility, ensuring ongoing operation during any type of disruption.</p> </div> <a href="https://marksmith.isg-one.com/the-digital-technology-market-agenda-for-2021-predictability-in-unpredictable-times"><span class="readmore"> Read More </span></a><br><br> Topics: <a href="https://marksmith.isg-one.com/topic/analytics">Analytics</a>, <a href="https://marksmith.isg-one.com/topic/cloud-computing">Cloud Computing</a>, <a href="https://marksmith.isg-one.com/topic/internet-of-things">Internet of Things</a>, <a href="https://marksmith.isg-one.com/topic/data">Data</a>, <a href="https://marksmith.isg-one.com/topic/digital-technology">Digital Technology</a>, <a href="https://marksmith.isg-one.com/topic/robotic-process-automation">Robotic Process Automation</a>, <a href="https://marksmith.isg-one.com/topic/blockchain">blockchain</a>, <a href="https://marksmith.isg-one.com/topic/conversational-computing">Conversational Computing</a>, <a href="https://marksmith.isg-one.com/topic/collaborative-computing">collaborative computing</a>, <a href="https://marksmith.isg-one.com/topic/mobile-computing">mobile computing</a>, <a href="https://marksmith.isg-one.com/topic/extended-reality">extended reality</a>, <a href="">AI and Machine Learning</a> <hr> </div>  <div class="blog-index__post-content" style="margin-bottom: 80px"> <div class="post-meta"> <h2 style="font-size: 1.875rem;"><a href="https://marksmith.isg-one.com/ptc-brings-innovation-to-product-experiences">PTC Brings Innovation to Product Experiences</a></h2> <div class="author-meta"> Posted by <a href="https://marksmith.isg-one.com/author/mark-smith"> Mark Smith </a> on <span class="post-date">21 December 2020 </span> </div>  <hr> </div> <div class="list-card-p"><div class="wrapingimage"> <img src="https://marksmith.isg-one.com/hs-fs/hubfs/Extended_Reality%20copy.png?width=200&name=Extended_Reality%20copy.png" width="200" !important: srcset="https://marksmith.isg-one.com/hs-fs/hubfs/Extended_Reality%20copy.png?width=100&name=Extended_Reality%20copy.png 100w, https://marksmith.isg-one.com/hs-fs/hubfs/Extended_Reality%20copy.png?width=200&name=Extended_Reality%20copy.png 200w, https://marksmith.isg-one.com/hs-fs/hubfs/Extended_Reality%20copy.png?width=300&name=Extended_Reality%20copy.png 300w, https://marksmith.isg-one.com/hs-fs/hubfs/Extended_Reality%20copy.png?width=400&name=Extended_Reality%20copy.png 400w, https://marksmith.isg-one.com/hs-fs/hubfs/Extended_Reality%20copy.png?width=500&name=Extended_Reality%20copy.png 500w, https://marksmith.isg-one.com/hs-fs/hubfs/Extended_Reality%20copy.png?width=600&name=Extended_Reality%20copy.png 600w" sizes="(max-width: 200px) 100vw, 200px"> </div> <p>Augmented reality (AR) is a critical component of digital technology. The role of AR is to virtualize the visualization and engagement of assets and products with information that can enhance the value of it for many purposes including manufacturing, marketing, sales and service. Consider how manufacturing and field service organizations are starting to use AR technology for hands-free call-up of service manuals using glasses so technicians can verify progress without looking away from their...</p> </div> <a href="https://marksmith.isg-one.com/ptc-brings-innovation-to-product-experiences"><span class="readmore"> Read More </span></a><br><br> Topics: <a href="https://marksmith.isg-one.com/topic/sales">Sales</a>, <a href="https://marksmith.isg-one.com/topic/marketing">Marketing</a>, <a href="https://marksmith.isg-one.com/topic/business-continuity">Business Continuity</a>, <a href="https://marksmith.isg-one.com/topic/internet-of-things">Internet of Things</a>, <a href="https://marksmith.isg-one.com/topic/business-planning">Business Planning</a>, <a href="https://marksmith.isg-one.com/topic/digital-technology">Digital Technology</a>, <a href="https://marksmith.isg-one.com/topic/digital-marketing">Digital Marketing</a>, <a href="https://marksmith.isg-one.com/topic/digital-transformation">Digital transformation</a>, <a href="https://marksmith.isg-one.com/topic/mobile-computing">mobile computing</a>, <a href="https://marksmith.isg-one.com/topic/continuous-supply-chain">continuous supply chain</a>, <a href="https://marksmith.isg-one.com/topic/extended-reality">extended reality</a> <hr> </div>  <div class="blog-index__post-content" style="margin-bottom: 80px"> <div class="post-meta"> <h2 style="font-size: 1.875rem;"><a href="https://marksmith.isg-one.com/molecula-earns-ventana-research-13th-digital-innovation-award-for-data">Molecula Earns Ventana Research 13th Digital Innovation Award for Data</a></h2> <div class="author-meta"> Posted by <a href="https://marksmith.isg-one.com/author/mark-smith"> Mark Smith </a> on <span class="post-date">20 November 2020 </span> </div>  <hr> </div> <div class="list-card-p"><div class="wrapingimage"> <img src="https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Molecula_Earns_Ventana_Research_13th_Digital_Innovation_Award_for_Data.png?width=200&name=AP_MS_Molecula_Earns_Ventana_Research_13th_Digital_Innovation_Award_for_Data.png" width="200" !important: srcset="https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Molecula_Earns_Ventana_Research_13th_Digital_Innovation_Award_for_Data.png?width=100&name=AP_MS_Molecula_Earns_Ventana_Research_13th_Digital_Innovation_Award_for_Data.png 100w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Molecula_Earns_Ventana_Research_13th_Digital_Innovation_Award_for_Data.png?width=200&name=AP_MS_Molecula_Earns_Ventana_Research_13th_Digital_Innovation_Award_for_Data.png 200w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Molecula_Earns_Ventana_Research_13th_Digital_Innovation_Award_for_Data.png?width=300&name=AP_MS_Molecula_Earns_Ventana_Research_13th_Digital_Innovation_Award_for_Data.png 300w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Molecula_Earns_Ventana_Research_13th_Digital_Innovation_Award_for_Data.png?width=400&name=AP_MS_Molecula_Earns_Ventana_Research_13th_Digital_Innovation_Award_for_Data.png 400w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Molecula_Earns_Ventana_Research_13th_Digital_Innovation_Award_for_Data.png?width=500&name=AP_MS_Molecula_Earns_Ventana_Research_13th_Digital_Innovation_Award_for_Data.png 500w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Molecula_Earns_Ventana_Research_13th_Digital_Innovation_Award_for_Data.png?width=600&name=AP_MS_Molecula_Earns_Ventana_Research_13th_Digital_Innovation_Award_for_Data.png 600w" sizes="(max-width: 200px) 100vw, 200px"> </div> <p><span style="color: #525252;"><span style="background-color: white;">The annual Ventana Research Digital Innovation Awards showcases advances in the productivity and potential of business applications, as well as technology that contributes significantly to improved efficiency and productivity in the processes and the performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations that advance business and IT.</span></span></p> </div> <a href="https://marksmith.isg-one.com/molecula-earns-ventana-research-13th-digital-innovation-award-for-data"><span class="readmore"> Read More </span></a><br><br> Topics: <a href="https://marksmith.isg-one.com/topic/analytics">Analytics</a>, <a href="https://marksmith.isg-one.com/topic/collaboration">Collaboration</a>, <a href="https://marksmith.isg-one.com/topic/data-governance">Data Governance</a>, <a href="https://marksmith.isg-one.com/topic/data-lake">Data Lake</a>, <a href="https://marksmith.isg-one.com/topic/data-preparation">Data Preparation</a>, <a href="https://marksmith.isg-one.com/topic/internet-of-things">Internet of Things</a>, <a href="https://marksmith.isg-one.com/topic/data">Data</a>, <a href="https://marksmith.isg-one.com/topic/information-management-im">Information Management (IM)</a>, <a href="https://marksmith.isg-one.com/topic/digital-technology">Digital Technology</a>, <a href="https://marksmith.isg-one.com/topic/blockchain">blockchain</a>, <a href="https://marksmith.isg-one.com/topic/conversational-computing">Conversational Computing</a>, <a href="https://marksmith.isg-one.com/topic/collaborative-computing">collaborative computing</a>, <a href="https://marksmith.isg-one.com/topic/mobile-computing">mobile computing</a>, <a href="https://marksmith.isg-one.com/topic/extended-reality">extended reality</a>, <a href="">AI and Machine Learning</a> <hr> </div>  <div class="blog-index__post-content" style="margin-bottom: 80px"> <div class="post-meta"> <h2 style="font-size: 1.875rem;"><a href="https://marksmith.isg-one.com/8x8-open-communications-platform-earns-our-13th-digital-innovation-award-for-digital-technology">8x8: Open Communications Platform earns our 13th Digital Innovation Award for Digital Technology</a></h2> <div class="author-meta"> Posted by <a href="https://marksmith.isg-one.com/author/mark-smith"> Mark Smith </a> on <span class="post-date">09 October 2020 </span> </div>  <hr> </div> <div class="list-card-p"><div class="wrapingimage"> <img src="https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_8x8_Open%20Communications_Platform_earns_our_13th_Digital_Innovation_Award_for_Digital_Tech.png?width=200&name=AP_MS_8x8_Open%20Communications_Platform_earns_our_13th_Digital_Innovation_Award_for_Digital_Tech.png" width="200" !important: srcset="https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_8x8_Open%20Communications_Platform_earns_our_13th_Digital_Innovation_Award_for_Digital_Tech.png?width=100&name=AP_MS_8x8_Open%20Communications_Platform_earns_our_13th_Digital_Innovation_Award_for_Digital_Tech.png 100w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_8x8_Open%20Communications_Platform_earns_our_13th_Digital_Innovation_Award_for_Digital_Tech.png?width=200&name=AP_MS_8x8_Open%20Communications_Platform_earns_our_13th_Digital_Innovation_Award_for_Digital_Tech.png 200w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_8x8_Open%20Communications_Platform_earns_our_13th_Digital_Innovation_Award_for_Digital_Tech.png?width=300&name=AP_MS_8x8_Open%20Communications_Platform_earns_our_13th_Digital_Innovation_Award_for_Digital_Tech.png 300w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_8x8_Open%20Communications_Platform_earns_our_13th_Digital_Innovation_Award_for_Digital_Tech.png?width=400&name=AP_MS_8x8_Open%20Communications_Platform_earns_our_13th_Digital_Innovation_Award_for_Digital_Tech.png 400w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_8x8_Open%20Communications_Platform_earns_our_13th_Digital_Innovation_Award_for_Digital_Tech.png?width=500&name=AP_MS_8x8_Open%20Communications_Platform_earns_our_13th_Digital_Innovation_Award_for_Digital_Tech.png 500w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_8x8_Open%20Communications_Platform_earns_our_13th_Digital_Innovation_Award_for_Digital_Tech.png?width=600&name=AP_MS_8x8_Open%20Communications_Platform_earns_our_13th_Digital_Innovation_Award_for_Digital_Tech.png 600w" sizes="(max-width: 200px) 100vw, 200px"> </div> <p>The annual Ventana Research Digital Innovation Awards showcases advances in the productivity and potential of business applications, as well as technology that contributes significantly to improved efficiency and productivity in the processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations that advance business and IT.</p> </div> <a href="https://marksmith.isg-one.com/8x8-open-communications-platform-earns-our-13th-digital-innovation-award-for-digital-technology"><span class="readmore"> Read More </span></a><br><br> Topics: <a href="https://marksmith.isg-one.com/topic/customer-experience">Customer Experience</a>, <a href="https://marksmith.isg-one.com/topic/human-capital-management">Human Capital Management</a>, <a href="https://marksmith.isg-one.com/topic/marketing">Marketing</a>, <a href="https://marksmith.isg-one.com/topic/analytics">Analytics</a>, <a href="https://marksmith.isg-one.com/topic/internet-of-things">Internet of Things</a>, <a href="https://marksmith.isg-one.com/topic/contact-center">Contact Center</a>, <a href="https://marksmith.isg-one.com/topic/data">Data</a>, <a href="https://marksmith.isg-one.com/topic/digital-technology">Digital Technology</a>, <a href="https://marksmith.isg-one.com/topic/digital-commerce">Digital Commerce</a>, <a href="https://marksmith.isg-one.com/topic/operations-supply-chain">Operations & Supply Chain</a>, <a href="https://marksmith.isg-one.com/topic/blockchain">blockchain</a>, <a href="https://marksmith.isg-one.com/topic/employee-experience">employee experience</a>, <a href="https://marksmith.isg-one.com/topic/candidate-engagement">candidate engagement</a>, <a href="https://marksmith.isg-one.com/topic/conversational-computing">Conversational Computing</a>, <a href="https://marksmith.isg-one.com/topic/collaborative-computing">collaborative computing</a>, <a href="https://marksmith.isg-one.com/topic/mobile-computing">mobile computing</a>, <a href="https://marksmith.isg-one.com/topic/agent-management">agent management</a>, <a href="https://marksmith.isg-one.com/topic/extended-reality">extended reality</a>, <a href="https://marksmith.isg-one.com/topic/business-digital-commerce">business digital commerce</a>, <a href="https://marksmith.isg-one.com/topic/work-experience-management">work experience management</a>, <a href="">AI and Machine Learning</a> <hr> </div>  <div class="blog-index__post-content" style="margin-bottom: 80px"> <div class="post-meta"> <h2 style="font-size: 1.875rem;"><a href="https://marksmith.isg-one.com/the-ventana-research-digital-technology-agenda-in-2020">The Ventana Research Digital Technology Agenda in 2020</a></h2> <div class="author-meta"> Posted by <a href="https://marksmith.isg-one.com/author/mark-smith"> Mark Smith </a> on <span class="post-date">13 February 2020 </span> </div>  <hr> </div> <div class="list-card-p"><div class="wrapingimage"> <img src="https://marksmith.isg-one.com/hs-fs/hubfs/2020%20Research%20Agenda%20Logo.png?width=200&name=2020%20Research%20Agenda%20Logo.png" width="200" !important: srcset="https://marksmith.isg-one.com/hs-fs/hubfs/2020%20Research%20Agenda%20Logo.png?width=100&name=2020%20Research%20Agenda%20Logo.png 100w, https://marksmith.isg-one.com/hs-fs/hubfs/2020%20Research%20Agenda%20Logo.png?width=200&name=2020%20Research%20Agenda%20Logo.png 200w, https://marksmith.isg-one.com/hs-fs/hubfs/2020%20Research%20Agenda%20Logo.png?width=300&name=2020%20Research%20Agenda%20Logo.png 300w, https://marksmith.isg-one.com/hs-fs/hubfs/2020%20Research%20Agenda%20Logo.png?width=400&name=2020%20Research%20Agenda%20Logo.png 400w, https://marksmith.isg-one.com/hs-fs/hubfs/2020%20Research%20Agenda%20Logo.png?width=500&name=2020%20Research%20Agenda%20Logo.png 500w, https://marksmith.isg-one.com/hs-fs/hubfs/2020%20Research%20Agenda%20Logo.png?width=600&name=2020%20Research%20Agenda%20Logo.png 600w" sizes="(max-width: 200px) 100vw, 200px"> </div> <p>Ventana Research recently <span><a href="https://www.ventanaresearch.com/press-release/ventana-research-publishes-2020-research-agenda-for-business"><span style="text-decoration: underline;">announced its 2020 research agenda for digital technology</span></a></span>, continuing the guidance we’ve offered for nearly two decades to help organizations derive optimal value and improve business outcomes. While we have seen more than four decades of digital transformation in the systems and tools businesses rely on, recent years have yielded transformative approaches to technology that can finally actually change the way people and processes work, rather than just make...</p> </div> <a href="https://marksmith.isg-one.com/the-ventana-research-digital-technology-agenda-in-2020"><span class="readmore"> Read More </span></a><br><br> Topics: <a href="https://marksmith.isg-one.com/topic/analytics">Analytics</a>, <a href="https://marksmith.isg-one.com/topic/internet-of-things">Internet of Things</a>, <a href="https://marksmith.isg-one.com/topic/data">Data</a>, <a href="https://marksmith.isg-one.com/topic/digital-technology">Digital Technology</a>, <a href="https://marksmith.isg-one.com/topic/blockchain">blockchain</a>, <a href="https://marksmith.isg-one.com/topic/conversational-computing">Conversational Computing</a>, <a href="https://marksmith.isg-one.com/topic/collaborative-computing">collaborative computing</a>, <a href="https://marksmith.isg-one.com/topic/mobile-computing">mobile computing</a>, <a href="https://marksmith.isg-one.com/topic/extended-reality">extended reality</a>, <a href="">AI and Machine Learning</a> <hr> </div>  <div class="blog-index__post-content" style="margin-bottom: 80px"> <div class="post-meta"> <h2 style="font-size: 1.875rem;"><a href="https://marksmith.isg-one.com/a-360-degree-view-of-the-customer-journey-can-provide-customer-experience-insights">A 360-Degree View of the Customer Journey Can Provide Customer Experience Insights</a></h2> <div class="author-meta"> Posted by <a href="https://marksmith.isg-one.com/author/mark-smith"> Mark Smith </a> on <span class="post-date">07 November 2019 </span> </div>  <hr> </div> <div class="list-card-p"><div class="wrapingimage"> <img src="https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_A_360-Degree_View_of_the_Customer_Journey_Can_Provide_Customer_Experience_Insights_Social_Graphic-Horizontal.png?width=200&name=AP_MS_A_360-Degree_View_of_the_Customer_Journey_Can_Provide_Customer_Experience_Insights_Social_Graphic-Horizontal.png" width="200" !important: srcset="https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_A_360-Degree_View_of_the_Customer_Journey_Can_Provide_Customer_Experience_Insights_Social_Graphic-Horizontal.png?width=100&name=AP_MS_A_360-Degree_View_of_the_Customer_Journey_Can_Provide_Customer_Experience_Insights_Social_Graphic-Horizontal.png 100w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_A_360-Degree_View_of_the_Customer_Journey_Can_Provide_Customer_Experience_Insights_Social_Graphic-Horizontal.png?width=200&name=AP_MS_A_360-Degree_View_of_the_Customer_Journey_Can_Provide_Customer_Experience_Insights_Social_Graphic-Horizontal.png 200w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_A_360-Degree_View_of_the_Customer_Journey_Can_Provide_Customer_Experience_Insights_Social_Graphic-Horizontal.png?width=300&name=AP_MS_A_360-Degree_View_of_the_Customer_Journey_Can_Provide_Customer_Experience_Insights_Social_Graphic-Horizontal.png 300w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_A_360-Degree_View_of_the_Customer_Journey_Can_Provide_Customer_Experience_Insights_Social_Graphic-Horizontal.png?width=400&name=AP_MS_A_360-Degree_View_of_the_Customer_Journey_Can_Provide_Customer_Experience_Insights_Social_Graphic-Horizontal.png 400w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_A_360-Degree_View_of_the_Customer_Journey_Can_Provide_Customer_Experience_Insights_Social_Graphic-Horizontal.png?width=500&name=AP_MS_A_360-Degree_View_of_the_Customer_Journey_Can_Provide_Customer_Experience_Insights_Social_Graphic-Horizontal.png 500w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_A_360-Degree_View_of_the_Customer_Journey_Can_Provide_Customer_Experience_Insights_Social_Graphic-Horizontal.png?width=600&name=AP_MS_A_360-Degree_View_of_the_Customer_Journey_Can_Provide_Customer_Experience_Insights_Social_Graphic-Horizontal.png 600w" sizes="(max-width: 200px) 100vw, 200px"> </div> <p><span>For interactions with customers to go well,</span> organizations must manage <span>an ever-increasing array of engagement channels. Our research finds that</span> organizations<span> expect to see interaction volumes increase on all channels, especially digital ones such as text-based messaging, chat, mobile and social apps. Unfortunately, the systems that manage these channels are typically disparate and uncoordinated and may not use the same underlying technology. This makes it difficult for</span> organizations<span> to...</span></p> </div> <a href="https://marksmith.isg-one.com/a-360-degree-view-of-the-customer-journey-can-provide-customer-experience-insights"><span class="readmore"> Read More </span></a><br><br> Topics: <a href="https://marksmith.isg-one.com/topic/customer-experience">Customer Experience</a>, <a href="https://marksmith.isg-one.com/topic/voice-of-the-customer">Voice of the Customer</a>, <a href="https://marksmith.isg-one.com/topic/business-intelligence-2">business intelligence</a>, <a href="https://marksmith.isg-one.com/topic/embedded-analytics">embedded analytics</a>, <a href="https://marksmith.isg-one.com/topic/analytics">Analytics</a>, <a href="https://marksmith.isg-one.com/topic/collaboration">Collaboration</a>, <a href="https://marksmith.isg-one.com/topic/data-governance">Data Governance</a>, <a href="https://marksmith.isg-one.com/topic/data-preparation">Data Preparation</a>, <a href="https://marksmith.isg-one.com/topic/information-management">Information Management</a>, <a href="https://marksmith.isg-one.com/topic/internet-of-things">Internet of Things</a>, <a href="https://marksmith.isg-one.com/topic/contact-center">Contact Center</a>, <a href="https://marksmith.isg-one.com/topic/data">Data</a>, <a href="https://marksmith.isg-one.com/topic/digital-technology">Digital Technology</a>, <a href="https://marksmith.isg-one.com/topic/digital-commerce">Digital Commerce</a>, <a href="https://marksmith.isg-one.com/topic/blockchain">blockchain</a>, <a href="https://marksmith.isg-one.com/topic/natural-language-processing">natural language processing</a>, <a href="https://marksmith.isg-one.com/topic/data-lakes">data lakes</a>, <a href="https://marksmith.isg-one.com/topic/intelligent-cx">Intelligent CX</a>, <a href="https://marksmith.isg-one.com/topic/subscription-management">Subscription Management</a>, <a href="https://marksmith.isg-one.com/topic/agent-management">agent management</a>, <a href="https://marksmith.isg-one.com/topic/extended-reality">extended reality</a>, <a href="">AI and Machine Learning</a> <hr> </div>  <div class="blog-index__post-content" style="margin-bottom: 80px"> <div class="post-meta"> <h2 style="font-size: 1.875rem;"><a href="https://marksmith.isg-one.com/technology-really-does-matters-for-customer-analytics">Technology Really Does Matter for Customer Analytics</a></h2> <div class="author-meta"> Posted by <a href="https://marksmith.isg-one.com/author/mark-smith"> Mark Smith </a> on <span class="post-date">05 November 2019 </span> </div>  <hr> </div> <div class="list-card-p"><div class="wrapingimage"> <img src="https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_Technology_Really_Does_Matters_for_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png?width=200&name=AP_MS_Technology_Really_Does_Matters_for_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png" width="200" !important: srcset="https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_Technology_Really_Does_Matters_for_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png?width=100&name=AP_MS_Technology_Really_Does_Matters_for_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png 100w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_Technology_Really_Does_Matters_for_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png?width=200&name=AP_MS_Technology_Really_Does_Matters_for_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png 200w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_Technology_Really_Does_Matters_for_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png?width=300&name=AP_MS_Technology_Really_Does_Matters_for_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png 300w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_Technology_Really_Does_Matters_for_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png?width=400&name=AP_MS_Technology_Really_Does_Matters_for_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png 400w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_Technology_Really_Does_Matters_for_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png?width=500&name=AP_MS_Technology_Really_Does_Matters_for_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png 500w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_Technology_Really_Does_Matters_for_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png?width=600&name=AP_MS_Technology_Really_Does_Matters_for_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png 600w" sizes="(max-width: 200px) 100vw, 200px"> </div> <p><span>Using customer analytics effectively involves several challenges. Organizations must make it a business priority, cultivate leadership and set a course for ensuring data and analytics are being processed and governed effectively. But effectiveness also requires technology that will assist in the effective operations and management of customers and help an organization achieve its goals. </span></p> </div> <a href="https://marksmith.isg-one.com/technology-really-does-matters-for-customer-analytics"><span class="readmore"> Read More </span></a><br><br> Topics: <a href="https://marksmith.isg-one.com/topic/customer-experience">Customer Experience</a>, <a href="https://marksmith.isg-one.com/topic/voice-of-the-customer">Voice of the Customer</a>, <a href="https://marksmith.isg-one.com/topic/business-intelligence-3">business intelligence</a>, <a href="https://marksmith.isg-one.com/topic/embedded-analytics">embedded analytics</a>, <a href="https://marksmith.isg-one.com/topic/analytics">Analytics</a>, <a href="https://marksmith.isg-one.com/topic/collaboration">Collaboration</a>, <a href="https://marksmith.isg-one.com/topic/data-governance">Data Governance</a>, <a href="https://marksmith.isg-one.com/topic/data-preparation">Data Preparation</a>, <a href="https://marksmith.isg-one.com/topic/information-management">Information Management</a>, <a href="https://marksmith.isg-one.com/topic/contact-center">Contact Center</a>, <a href="https://marksmith.isg-one.com/topic/data">Data</a>, <a href="https://marksmith.isg-one.com/topic/digital-technology">Digital Technology</a>, <a href="https://marksmith.isg-one.com/topic/digital-commerce">Digital Commerce</a>, <a href="https://marksmith.isg-one.com/topic/blockchain">blockchain</a>, <a href="https://marksmith.isg-one.com/topic/natural-language-processing">natural language processing</a>, <a href="https://marksmith.isg-one.com/topic/data-lakes">data lakes</a>, <a href="https://marksmith.isg-one.com/topic/intelligent-cx">Intelligent CX</a>, <a href="https://marksmith.isg-one.com/topic/conversational-computing">Conversational Computing</a>, <a href="https://marksmith.isg-one.com/topic/collaborative-computing">collaborative computing</a>, <a href="https://marksmith.isg-one.com/topic/mobile-computing">mobile computing</a>, <a href="https://marksmith.isg-one.com/topic/subscription-management">Subscription Management</a>, <a href="https://marksmith.isg-one.com/topic/agent-management">agent management</a>, <a href="https://marksmith.isg-one.com/topic/extended-reality">extended reality</a>, <a href="">AI and Machine Learning</a> <hr> </div>  <div class="blog-index__post-content" style="margin-bottom: 80px"> <div class="post-meta"> <h2 style="font-size: 1.875rem;"><a href="https://marksmith.isg-one.com/effective-customer-analytics-requires-comprehensive-data-and-metrics">Effective Customer Analytics Requires Comprehensive Data and Metrics</a></h2> <div class="author-meta"> Posted by <a href="https://marksmith.isg-one.com/author/mark-smith"> Mark Smith </a> on <span class="post-date">29 October 2019 </span> </div>  <hr> </div> <div class="list-card-p"><div class="wrapingimage"> <img src="https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_Effective_Customer_Analytics_Requires_Comprehensive_Data_and_Metrics_Social_Graphic-Horizontal-Quote.png?width=200&name=AP_MS_Effective_Customer_Analytics_Requires_Comprehensive_Data_and_Metrics_Social_Graphic-Horizontal-Quote.png" width="200" !important: srcset="https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_Effective_Customer_Analytics_Requires_Comprehensive_Data_and_Metrics_Social_Graphic-Horizontal-Quote.png?width=100&name=AP_MS_Effective_Customer_Analytics_Requires_Comprehensive_Data_and_Metrics_Social_Graphic-Horizontal-Quote.png 100w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_Effective_Customer_Analytics_Requires_Comprehensive_Data_and_Metrics_Social_Graphic-Horizontal-Quote.png?width=200&name=AP_MS_Effective_Customer_Analytics_Requires_Comprehensive_Data_and_Metrics_Social_Graphic-Horizontal-Quote.png 200w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_Effective_Customer_Analytics_Requires_Comprehensive_Data_and_Metrics_Social_Graphic-Horizontal-Quote.png?width=300&name=AP_MS_Effective_Customer_Analytics_Requires_Comprehensive_Data_and_Metrics_Social_Graphic-Horizontal-Quote.png 300w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_Effective_Customer_Analytics_Requires_Comprehensive_Data_and_Metrics_Social_Graphic-Horizontal-Quote.png?width=400&name=AP_MS_Effective_Customer_Analytics_Requires_Comprehensive_Data_and_Metrics_Social_Graphic-Horizontal-Quote.png 400w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_Effective_Customer_Analytics_Requires_Comprehensive_Data_and_Metrics_Social_Graphic-Horizontal-Quote.png?width=500&name=AP_MS_Effective_Customer_Analytics_Requires_Comprehensive_Data_and_Metrics_Social_Graphic-Horizontal-Quote.png 500w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_Effective_Customer_Analytics_Requires_Comprehensive_Data_and_Metrics_Social_Graphic-Horizontal-Quote.png?width=600&name=AP_MS_Effective_Customer_Analytics_Requires_Comprehensive_Data_and_Metrics_Social_Graphic-Horizontal-Quote.png 600w" sizes="(max-width: 200px) 100vw, 200px"> </div> <p><span>Customer analytics have never been more important, but effectively creating and managing them is not easy. The data that’s required to achieve visibility into all customer activity involves many applications and systems and it’s a challenge to ensure the data used is accurate and consistent. Even once data is assembled, organizations often struggle to apply analytics to create the metrics that best represent an understanding of the past and, more importantly, the path to the future.</span></p> </div> <a href="https://marksmith.isg-one.com/effective-customer-analytics-requires-comprehensive-data-and-metrics"><span class="readmore"> Read More </span></a><br><br> Topics: <a href="https://marksmith.isg-one.com/topic/customer-experience">Customer Experience</a>, <a href="https://marksmith.isg-one.com/topic/voice-of-the-customer">Voice of the Customer</a>, <a href="https://marksmith.isg-one.com/topic/embedded-analytics">embedded analytics</a>, <a href="https://marksmith.isg-one.com/topic/analytics">Analytics</a>, <a href="https://marksmith.isg-one.com/topic/business-intelligence">Business Intelligence</a>, <a href="https://marksmith.isg-one.com/topic/collaboration">Collaboration</a>, <a href="https://marksmith.isg-one.com/topic/data-governance">Data Governance</a>, <a href="https://marksmith.isg-one.com/topic/data-preparation">Data Preparation</a>, <a href="https://marksmith.isg-one.com/topic/information-management">Information Management</a>, <a href="https://marksmith.isg-one.com/topic/contact-center">Contact Center</a>, <a href="https://marksmith.isg-one.com/topic/data">Data</a>, <a href="https://marksmith.isg-one.com/topic/digital-technology">Digital Technology</a>, <a href="https://marksmith.isg-one.com/topic/digital-commerce">Digital Commerce</a>, <a href="https://marksmith.isg-one.com/topic/blockchain">blockchain</a>, <a href="https://marksmith.isg-one.com/topic/natural-language-processing">natural language processing</a>, <a href="https://marksmith.isg-one.com/topic/data-lakes">data lakes</a>, <a href="https://marksmith.isg-one.com/topic/intelligent-cx">Intelligent CX</a>, <a href="https://marksmith.isg-one.com/topic/conversational-computing">Conversational Computing</a>, <a href="https://marksmith.isg-one.com/topic/collaborative-computing">collaborative computing</a>, <a href="https://marksmith.isg-one.com/topic/subscription-management">Subscription Management</a>, <a href="https://marksmith.isg-one.com/topic/agent-management">agent management</a>, <a href="https://marksmith.isg-one.com/topic/extended-reality">extended reality</a>, <a href="">AI and Machine Learning</a> <hr> </div> <script> // Check active classes var checkClass = function() { if ( $('.fil_item').hasClass('hide') ) { $('.fil_item').removeClass('hide'); 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If you have any issue with an Analyst Perspective, please email them to <a href="mailto:ChiefResearchOfficer@isg-research.net">ChiefResearchOfficer@isg-research.net</a></p> </li> </ul> <a class="btn-secondary" href="https://www.isg-research.net/analyst-perspective-policy">View Policy</a></span>  <div id="hs_cos_wrapper_module_168621267066296" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><style> </style> <h3 style="color: #255a89;">Our Analysts</h3>  <div class="row-fluid"> <div class="span6" style="text-align: center;"> <a href="https://davidmenninger.isg-research.net"> <img class="analyst_img" style="width: 100px;" src="https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Menninger.David%20Pic.Circle.png?width=100&name=Menninger.David%20Pic.Circle.png" alt="David Menninger" width="100" data-constrained="true" caption="false" sizes="(max-width: 100px) 100vw, 100px" srcset="https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Menninger.David%20Pic.Circle.png?width=50&name=Menninger.David%20Pic.Circle.png 50w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Menninger.David%20Pic.Circle.png?width=100&name=Menninger.David%20Pic.Circle.png 100w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Menninger.David%20Pic.Circle.png?width=150&name=Menninger.David%20Pic.Circle.png 150w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Menninger.David%20Pic.Circle.png?width=200&name=Menninger.David%20Pic.Circle.png 200w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Menninger.David%20Pic.Circle.png?width=250&name=Menninger.David%20Pic.Circle.png 250w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Menninger.David%20Pic.Circle.png?width=300&name=Menninger.David%20Pic.Circle.png 300w"> <h5 class="analyst_name">David Menninger</h5> </a> </div> <div class="span6" style="text-align: center;"> <a href="https://jefforr.isg-research.net"> <img class="analyst_img" style="width: 100px;" src="https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Orr.Jeff.Circle.png?width=100&name=Orr.Jeff.Circle.png" alt="Jeff Orr" width="100" data-constrained="true" caption="false" srcset="https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Orr.Jeff.Circle.png?width=50&name=Orr.Jeff.Circle.png 50w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Orr.Jeff.Circle.png?width=100&name=Orr.Jeff.Circle.png 100w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Orr.Jeff.Circle.png?width=150&name=Orr.Jeff.Circle.png 150w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Orr.Jeff.Circle.png?width=200&name=Orr.Jeff.Circle.png 200w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Orr.Jeff.Circle.png?width=250&name=Orr.Jeff.Circle.png 250w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Orr.Jeff.Circle.png?width=300&name=Orr.Jeff.Circle.png 300w" sizes="(max-width: 100px) 100vw, 100px"> <h5 class="analyst_name">Jeff Orr</h5> </a> </div> </div>   <div class="row-fluid"> <div class="span6" style="text-align: center;"> <a href="https://keithdawson.isg-research.net"> <img class="analyst_img" style="width: 100px;" src="https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Dawson.Keith%20Pic.Circle.png?width=100&name=Dawson.Keith%20Pic.Circle.png" alt="Keith Dawson" width="100" data-constrained="true" caption="false" sizes="(max-width: 100px) 100vw, 100px" srcset="https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Dawson.Keith%20Pic.Circle.png?width=50&name=Dawson.Keith%20Pic.Circle.png 50w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Dawson.Keith%20Pic.Circle.png?width=100&name=Dawson.Keith%20Pic.Circle.png 100w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Dawson.Keith%20Pic.Circle.png?width=150&name=Dawson.Keith%20Pic.Circle.png 150w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Dawson.Keith%20Pic.Circle.png?width=200&name=Dawson.Keith%20Pic.Circle.png 200w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Dawson.Keith%20Pic.Circle.png?width=250&name=Dawson.Keith%20Pic.Circle.png 250w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Dawson.Keith%20Pic.Circle.png?width=300&name=Dawson.Keith%20Pic.Circle.png 300w"> <h5 class="analyst_name">Keith Dawson</h5> </a> </div> <div class="span6" style="text-align:center;"> <a href="https://marksmith.isg-research.net"> <img class="analyst_img" style="width: 100px;" src="https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Smith.Mark%20Pic.Circle.png?width=100&name=Smith.Mark%20Pic.Circle.png" alt="Mark Smith" width="100" data-constrained="true" caption="false" sizes="(max-width: 100px) 100vw, 100px" srcset="https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Smith.Mark%20Pic.Circle.png?width=50&name=Smith.Mark%20Pic.Circle.png 50w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Smith.Mark%20Pic.Circle.png?width=100&name=Smith.Mark%20Pic.Circle.png 100w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Smith.Mark%20Pic.Circle.png?width=150&name=Smith.Mark%20Pic.Circle.png 150w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Smith.Mark%20Pic.Circle.png?width=200&name=Smith.Mark%20Pic.Circle.png 200w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Smith.Mark%20Pic.Circle.png?width=250&name=Smith.Mark%20Pic.Circle.png 250w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Smith.Mark%20Pic.Circle.png?width=300&name=Smith.Mark%20Pic.Circle.png 300w"> <h5 class="analyst_name">Mark Smith</h5> </a> </div> </div>   <div class="row-fluid"> <div class="span6" style="text-align: center;"> <a href="https://mattaslett.isg-research.net"> <img class="analyst_img" style="width: 100px;" src="https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Aslett.Matt%20Pic.Circle.png?width=100&name=Aslett.Matt%20Pic.Circle.png" alt="Matt Aslett" width="100" data-constrained="true" caption="false" sizes="(max-width: 100px) 100vw, 100px" srcset="https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Aslett.Matt%20Pic.Circle.png?width=50&name=Aslett.Matt%20Pic.Circle.png 50w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Aslett.Matt%20Pic.Circle.png?width=100&name=Aslett.Matt%20Pic.Circle.png 100w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Aslett.Matt%20Pic.Circle.png?width=150&name=Aslett.Matt%20Pic.Circle.png 150w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Aslett.Matt%20Pic.Circle.png?width=200&name=Aslett.Matt%20Pic.Circle.png 200w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Aslett.Matt%20Pic.Circle.png?width=250&name=Aslett.Matt%20Pic.Circle.png 250w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Aslett.Matt%20Pic.Circle.png?width=300&name=Aslett.Matt%20Pic.Circle.png 300w"> <h5 class="analyst_name">Matt Aslett</h5> </a> </div> <div class="span6" style="text-align: center;"> <a href="https://matthewbrown.isg-research.net/"> <img class="analyst_img" style="width: 100px;" src="https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/profile_vr_matthew_brown_circle_900x900.png?width=100&name=profile_vr_matthew_brown_circle_900x900.png" alt="Matthew Brown" width="100" data-constrained="true" caption="false" sizes="(max-width: 100px) 100vw, 100px" srcset="https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/profile_vr_matthew_brown_circle_900x900.png?width=50&name=profile_vr_matthew_brown_circle_900x900.png 50w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/profile_vr_matthew_brown_circle_900x900.png?width=100&name=profile_vr_matthew_brown_circle_900x900.png 100w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/profile_vr_matthew_brown_circle_900x900.png?width=150&name=profile_vr_matthew_brown_circle_900x900.png 150w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/profile_vr_matthew_brown_circle_900x900.png?width=200&name=profile_vr_matthew_brown_circle_900x900.png 200w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/profile_vr_matthew_brown_circle_900x900.png?width=250&name=profile_vr_matthew_brown_circle_900x900.png 250w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/profile_vr_matthew_brown_circle_900x900.png?width=300&name=profile_vr_matthew_brown_circle_900x900.png 300w"> <h5 class="analyst_name">Matthew Brown</h5> </a> </div> </div>   <div class="row-fluid"> <div class="span6" style="text-align: center;"> <a href="https://robertkugel.isg-research.net"> <img class="analyst_img" style="width: 100px;" src="https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Kugel.Robert%20Pic.Circle.png?width=100&name=Kugel.Robert%20Pic.Circle.png" alt="Robert Kugel" width="100" data-constrained="true" caption="false" sizes="(max-width: 100px) 100vw, 100px" srcset="https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Kugel.Robert%20Pic.Circle.png?width=50&name=Kugel.Robert%20Pic.Circle.png 50w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Kugel.Robert%20Pic.Circle.png?width=100&name=Kugel.Robert%20Pic.Circle.png 100w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Kugel.Robert%20Pic.Circle.png?width=150&name=Kugel.Robert%20Pic.Circle.png 150w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Kugel.Robert%20Pic.Circle.png?width=200&name=Kugel.Robert%20Pic.Circle.png 200w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Kugel.Robert%20Pic.Circle.png?width=250&name=Kugel.Robert%20Pic.Circle.png 250w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Kugel.Robert%20Pic.Circle.png?width=300&name=Kugel.Robert%20Pic.Circle.png 300w"> <h5 class="analyst_name">Robert Kugel</h5> </a> </div> <div class="span6" style="text-align: center;"> <a href="https://stephenhurrell.isg-research.net"> <img class="analyst_img" style="width: 100px;" src="https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Hurrell.Stephen%20Pic.Circle.png?width=100&name=Hurrell.Stephen%20Pic.Circle.png" alt="Stephen Hurrell" width="100" data-constrained="true" caption="false" sizes="(max-width: 100px) 100vw, 100px" srcset="https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Hurrell.Stephen%20Pic.Circle.png?width=50&name=Hurrell.Stephen%20Pic.Circle.png 50w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Hurrell.Stephen%20Pic.Circle.png?width=100&name=Hurrell.Stephen%20Pic.Circle.png 100w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Hurrell.Stephen%20Pic.Circle.png?width=150&name=Hurrell.Stephen%20Pic.Circle.png 150w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Hurrell.Stephen%20Pic.Circle.png?width=200&name=Hurrell.Stephen%20Pic.Circle.png 200w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Hurrell.Stephen%20Pic.Circle.png?width=250&name=Hurrell.Stephen%20Pic.Circle.png 250w, https://marksmith.isg-one.com/hs-fs/hubfs/_images/_team/Hurrell.Stephen%20Pic.Circle.png?width=300&name=Hurrell.Stephen%20Pic.Circle.png 300w"> <h5 class="analyst_name">Stephen Hurrell</h5> </a> </div> </div>   <div class="row-fluid">  <div style="text-align: center;"> <a href="https://blog.isg-research.net"> <img class="analyst_img" style="width: 100px;" src="https://marksmith.isg-one.com/hs-fs/hubfs/ISG_Bug_Reverse_Transparent.png?width=100&name=ISG_Bug_Reverse_Transparent.png" alt="ISG Software Research" width="100" data-constrained="true" caption="false" srcset="https://marksmith.isg-one.com/hs-fs/hubfs/ISG_Bug_Reverse_Transparent.png?width=50&name=ISG_Bug_Reverse_Transparent.png 50w, https://marksmith.isg-one.com/hs-fs/hubfs/ISG_Bug_Reverse_Transparent.png?width=100&name=ISG_Bug_Reverse_Transparent.png 100w, https://marksmith.isg-one.com/hs-fs/hubfs/ISG_Bug_Reverse_Transparent.png?width=150&name=ISG_Bug_Reverse_Transparent.png 150w, https://marksmith.isg-one.com/hs-fs/hubfs/ISG_Bug_Reverse_Transparent.png?width=200&name=ISG_Bug_Reverse_Transparent.png 200w, https://marksmith.isg-one.com/hs-fs/hubfs/ISG_Bug_Reverse_Transparent.png?width=250&name=ISG_Bug_Reverse_Transparent.png 250w, https://marksmith.isg-one.com/hs-fs/hubfs/ISG_Bug_Reverse_Transparent.png?width=300&name=ISG_Bug_Reverse_Transparent.png 300w" sizes="(max-width: 100px) 100vw, 100px"> <h5 class="analyst_name">ISG Software Research</h5> </a> </div> </div>  </div> <div id="hs_cos_wrapper_module_1552944263900179" class="hs_cos_wrapper hs_cos_wrapper_widget 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our authorised service providers may use cookies for storing information to help provide you with a better, faster and safer experience and for marketing purposes.</span></p> </div> </div> </div> </footer></div>  <script defer src="/hs/hsstatic/content-cwv-embed/static-1.1293/embed.js"></script> <script src="https://marksmith.isg-one.com/hs-fs/hub/2035844/hub_generated/template_assets/94278782902/1725882474552/Ventana_Research_2023/Ventana_Research_2023_child.min.js"></script> <script> var hsVars = hsVars || {}; hsVars['language'] = 'en-us'; </script> <script src="/hs/hsstatic/cos-i18n/static-1.53/bundles/project.js"></script> <script src="https://marksmith.isg-one.com/hs-fs/hub/2035844/hub_generated/module_assets/90531062927/1702386872146/module_90531062927_Header-Global.min.js"></script> <script type="application/ld+json"> { "@context": "http://schema.org", "@type": "BlogPosting", "headline": "Expert.ai Earns 2021 Digital Innovation Award for Digital Technology", "mainEntityOfPage": "https://marksmith.isg-one.com/expert.ai-earns-2021-digital-innovation-award-for-digital-technology", "datePublished": "07/09/2021", "dateModified": "07/09/2021", "articleBody": "The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications, as well as technology that contributes significantly to the improved processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations to advance business and IT. Ventana Research has awarded expert.ai its prestigious 2021 Digital Innovation Award or Digital Technology. This award is given to the vendor that best exemplifies digital technology innovation and change that supports analytics and data, artificial intelligence and machine learning, blockchain, cloud computing, collaborative and conversational computing, extended reality, the internet of things, mobile technology or robotic automation. All finalists in the areas of Digital Technology were considered for this award. The demand for more agile and workflow-oriented approaches has rapidly become a priority for every organization. Technologies such as AI/ML, bots and natural language, cybersecurity, and wearable computing can improve both efficiency and effectiveness for an organization and its IT operations. Embracing emerging technology is a necessity in today’s competitive environment to enable the workforce and customers to engage effectively and elevate the potential return on the organization’s assets. Ventana Research selected expert.ai for the 14th Annual Digital Innovation Award in Digital Technology for its ability to apply natural language processing — specifically the focus on natural language understanding — to achieve semantic intelligence through extracting context and meaning for more effective human insights from language. The expert.ai platform unifies taxonomies, knowledge graphs, a rules engine and ML with two unique tools — expert.ai Discover and expert.ai Answers. Expert.ai Discover processes written text through multilingual categorization and entity and relationship extraction to best identify relevant information. Expert.ai Answers automatically provides answers from knowledge bases and wikis based on the NLU in conversations with customers and agents. Organizations seeking methods to process natural language through written and spoken methods in internal business processes and with external parties like customers should evaluate the benefits of NLP and the methods of NLU. Unlike other investments that only look at the resulting actions from human interaction, this technology helps ensure a more dynamic and contextual impact to what is said or written. Examining the use of expert.ai can help significantly advance organizational competencies in NLP and increase the effectiveness of human interactions and digital engagement for worker and customer experiences. If you have not examined how expert.ai and its platform and tools can help your organization, it is well worth your time. Congratulations, expert.ai, for your continued innovation. Regards, Mark Smith", "image": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/AP_MS_Expert.ai%20Earns%202021%20Digital%20Innovation%20Award%20for%20Digital%20Technology.png", "height": 400, "width": 750 }, "author": { "@type": "Person", "name": "Mark Smith", "url": "https://marksmith.isg-one.com/author/mark-smith", "sameAs": "http://www.linkedin.com/in/markallensmith" }, "publisher": { "@type": "Organization", "name": "ISG", "url": "marksmith.isg-one.com", "logo": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/ISG_Software_Research_Logo_Color@2x.png" } } }</script> <script type="application/ld+json"> { "@context": "http://schema.org", "@type": "BlogPosting", "headline": "Palantir Earns Overall Digital Innovation Award for 2021", "mainEntityOfPage": "https://marksmith.isg-one.com/palantir-earns-overall-digital-innovation-award-for-2021", "datePublished": "04/08/2021", "dateModified": "04/08/2021", "articleBody": "The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications, as well as technology that contributes significantly to the improved processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations to advance business and IT. Ventana Research has awarded Palantir its prestigious 2021 Overall Digital Innovation Award for Palantir Foundry. This award is given to the vendor that best exemplifies overall innovation and change that supports an organization’s ability to maximize its people, processes, information and technology. Finalists from each area of expertise — Analytics, Customer Experience, Data, Digital Business, Digital Technology, Human Capital Management, Marketing, Office of Finance, Office of Sales, and Operations and Supply Chain — are considered for this award. The necessity of data and its efficient processing requires technology that is designed to support data efforts across the enterprise. No matter the volume or velocity, the need for integration across the hybrid cloud requires that organizations can efficiently process data continuously and securely. Expectations for digital technology that supports the data requirements of an organization has drastically changed, while the need to support policies and regulatory environments requires more adaptive technological approaches than ever before. Ventana Research selected Palantir for the 14th Annual Overall Digital Innovation Award for its innovation in Palantir Foundry. Foundry operates as an efficient data platform, processing data through its microservices architecture as well as a state-of-the-art design and administration approach that supports manageability through its unique ontology and data lineage capabilities. It also delivers high-scale operations that operate its platform reliably across the world while applying data governance and analytical computations to meet business and organizational requirements to support decision making and real-time operations. Palantir’s innovation in the science of processing data helps organizations be even more resilient, acquiring the organizational agility to adapt data processes to meet ever-changing operational and analytical needs of the enterprise and business processes across its customers, partners and suppliers. Addressing the pressing needs of digital transformation as well as business continuity and resilience makes Palantir unique in its approach to digital innovation. If you have not examined how Palantir Foundry can help your organization, it is well worth your time. Congratulations, Palantir, for your continued innovation. Regards, Mark Smith", "image": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/AP_MS_Palantir%20Earns%20Overall%20Digital%20Innovation%20Award%20for%202021.png", "height": 400, "width": 750 }, "author": { "@type": "Person", "name": "Mark Smith", "url": "https://marksmith.isg-one.com/author/mark-smith", "sameAs": "http://www.linkedin.com/in/markallensmith" }, "publisher": { "@type": "Organization", "name": "ISG", "url": "marksmith.isg-one.com", "logo": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/ISG_Software_Research_Logo_Color@2x.png" } } }</script> <script type="application/ld+json"> { "@context": "http://schema.org", "@type": "BlogPosting", "headline": "The Digital Technology Market Agenda for 2021: Predictability in Unpredictable Times", "mainEntityOfPage": "https://marksmith.isg-one.com/the-digital-technology-market-agenda-for-2021-predictability-in-unpredictable-times", "datePublished": "25/02/2021", "dateModified": "25/02/2021", "articleBody": "I’m proud to share Ventana Research’s 2021 market agenda for digital technology. Our focus in this agenda is to deliver expertise to help organizations prioritize technology investments that increase workforce effectiveness and organizational agility, ensuring ongoing operation during any type of disruption. Digital technology is a business necessity as clearly found in 2020, required to enable organizational agility needed to operate efficiently during market disruptions. Many organizations were unprepared for the dramatic challenges brought about by the pandemic, proving that business continuity efforts weren’t up to par for managing continued operations during a major disruption. The lesson learned is that, even though significant digital transformation efforts occurred over the last five plus years, it’s necessary to refine these efforts, ensuring business continuity through an effective digital strategy that can sustain any “black swan” event. Our 2021 market agenda focuses on critical areas of digital technology, using insights and best practices to help organizations ensure optimal outcomes. For 2021, we have brought back cloud computing as a focus, since the complexities in managing applications and systems across the computing environment have introduced new challenges. In addition, the convergence of collaborative and conversational technologies support a new generation of digital technology for enterprises. We assert that through 2021, four-fifths of organizations will realize that the digital technology used for operating virtually for business continuity is ineffective in supporting organizational resilience. Digital technology helps organizations gain intelligence and launch automation that ensures ongoing levels of effectiveness for the overall business and within specific processes. Our digital technology expertise includes nine topics of focus: Analytics and Data; Artificial Intelligence and Machine Learning; Blockchain; Cloud Computing; Collaborative and Conversational Computing; the Internet of Things; Mobile Computing; Robotic Automation; and Extended Reality. Analytics and Data Today, every aspect of business relies on analytics and data. Organizations use analytics to apply data science and processing to all types of data, generating information and insights necessary to improve outcomes. Our agenda reflects the technology required to achieve this objective and provide data integration - the preparation and processing of data for analytic and operational use. We’ll also focus on business intelligence-based processes that generate visualization along with important insights across lines of business and IT. For 2021, we will further explore the need to embed analytics, and ensure collaboration and availability across mobile technology. High on our list is natural language generation from data and analytics as well the process for simplifying data access and presentation through human and machine-level interactions. Our Benchmark Research and Value Index will identify best practices and assess and rate technology vendors’ potential to help ensure the right technology is being used to provide effective organizational agility. Artificial Intelligence and Machine Learning AI and ML enable the processing of data much the way humans do, providing a context to refine how organizations operate in any activity. Our agenda reflects our work to assess organizations’ use of AI and ML through market research designed to help guide technology and processes necessary for ethical operations. We also will examine the impact of ML and AI guided actions and tasks. Anyone can participate in our Dynamic Insights market research on ML that focuses on best practices in the successful deployment of AI and ML. Blockchain A shared database of assets stored in multiple locations of an inter-enterprise network can pose challenges for the processing and the ability to utilize the data for a range of digital requirements in operations and analytics. Understanding blockchain distributed ledger technology is essential to help organizations more effectively operate across systems. Our market agenda is designed to assess the value of technologies that interconnect and secure data across systems and organizations to enable both secure and efficient processing. Our examination of blockchain processing across finance and the supply chain continues to help organizations optimize transactions. The effective application of data governance using enterprise-class integration methods and technologies is necessary to maintain data quality standards. We assert that by 2024, one-third of organizations will adopt blockchain for secure distributed computing across business processes to realize efficient and effective governance of digital business. We will continue our market research on blockchain technology to determine the current use of the technology. In particular, we will determine how organizations are effectively using blockchain technology to address gaps and opportunities in business processes, and optimize operations across the enterprise and extended network of constituents. Cloud Computing The continued migration and adoption of computing technology operating outside of the traditional data center or servers managed internally has evolved to a distributed computing environment. Our focus on cloud computing is intended to assess and guide organizations on the use of applications and systems functioning across private and public technology environments. Unlike decades past, today’s challenge is managing the operation of our applications and systems across non-corporate owned environments that may require enhanced governance of service level agreements necessary for reliability and security. With potentially dozens of providers, an organization may find it necessary to integrate and adapt applications to broader enterprise level requirements to achieve workflow and efficiency, but also to further customize for competitive differentiation. Our research will examine how the portfolio of digital technologies in this area of expertise operate across cloud computing as well as the applications that are part of the entire enterprise. Collaborative and Conversational Computing Our market agenda in organization-wide collaboration and conversation involves technology-mediated digital engagement using natural language, across the workforce and beyond. This focused digital computing uses unified communication to enable interactions through text, video and voice to adapt to how people work. The use of mobile technology plays a key role in enabling real-time interactions that expedite agility and responsiveness. We assert that by 2025, one-quarter of organizations will have deployed conversational experiences from mobile and desktop environments to their work experiences with technology designed to increase productivity. Real-time and recorded video deliver a human connection for collaboration, connecting any number of parties to explore an issue or opportunity. The advancement of intelligent virtual agents that infuse AI and ML have introduced new opportunities for extending the potential of the workforce and ensure they maximize high-value skills. Our market research will continue to evaluate and guide organizations’ needs, plans and attitudes on collaborative and conversational computing technology to ensure effective interactions between people and machines. The Internet of Things Innovative organizations are embracing a new, intelligent approach about the efficiency of automation as well as the broader digital business opportunity that comes from the use of data in motion. The internet of things spans computing that crosses devices and sensors to transmit data through events and messages, enabling services and unlocking new computing and monetization opportunities. Event and messaging technologies that broadcast and stream are now making it possible to more continuously operate these technologies to support a broader agenda - from sustainability to business continuity objectives and business processes. Using machine and sensor data delivered in real time by IoT devices makes it possible to monitor and adjust both machine and workforce operations and intelligently respond to situations that require action. Our continuous Benchmark Research on IoT identifies and reports on trends and best practices in using the technology for any organizational purpose. Mobile Computing The simplification of mobile technology has not translated to innovation or advancement in the operational software, leading to dissatisfaction from organizations with higher levels of expectation. Our focus on mobile computing examines organizational use of smartphones, tablets and wearables to connect workers to applications and information. We also explore the disconnect between the expected levels of digital business and responsiveness from these devices. In many cases, our research to date has found that user experiences via mobile devices have not facilitated the engagement found in consumer applications. We assert that by 2025, three-quarters of organizations will realize that mobile devices are the preferred engagement platform for managers to take action and achieve expected outcomes. Our agenda will help organizations root out and eliminate vendors lacking mobile technology functionality that offers ease of access and interaction for the worker and manager. Our continuous market research on the use of mobile computing technology - as well as organizations’ needs and attitudes - will bring best practices and guidance for making smarter decisions regarding vendor offerings. Robotic Automation For many organizations, the disparate operation of applications that support processes must be augmented to enable automation - and hopefully intelligence - for increased efficiency in digital business. Our focus on robotic automation will assess the technology that orchestrates the workflow of messages and transactions supporting activities and tasks but also need to balance the workload of resources across the organization. Advancements in robotic process automation have evolved to facilitate next-level operational effectiveness in business and IT processes. Our goal is to help organizations prioritize the technology and vendors supporting people and systems that operate across cloud computing environments. Our continuous market research will examine how automation and intelligence are best instrumented to meet both front- and back-office requirements for workflow and workloads across the enterprise. Extended Reality Advancements in extended reality continue to exploit dedicated technology in mobile computing, including wearables, to operate in a virtualized environment. This can increase efficiency, addressing the gamut of exploration and improvements. Our XR expertise focuses on technology that operates individually and combines augmented, mixed and virtual environments for better experiences. We assert that by 2023, one-third of organizations will adopt extended reality (XR) technologies that can augment and virtualize the customer and product experiences for effective work engagement. As organizations study methods to service physical assets from remote locations and devices, the opportunity for digital innovation will come from suppliers and organizations working toward a common resolution. Our continuous market research will identify the rapidly evolving best practices in the use of XR across marketing, sales and service that enable operations and engagement efficiency with customers and the supply chain. Improving the digital experience of technology used across the workforce as well as by customers, partners and the overall supply chain has become a business imperative for 2021. Enhancements to the digital workflows of processes and activities can improve organizational readiness to support the objectives and intentions of everyone in the workforce. Optimizing your path forward in 2021 will require a heightened sense of the operation of digital technology as well as its purpose and expected outcomes for enabling business continuity and performance. Establishing a priority focus for digital technology investments will ensure appropriate rewards for the time and resources dedicated to this necessity. Subscribe to our Ventana Research community at no cost to stay current on our 2021 research efforts. Explore our digital technology expertise and topic areas for more on the detailed agenda and continuously updated 90-day calendar as well as expanded research facts and best practices. Regards, Mark Smith", "image": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/AP_MS_The%20Digital%20Technology%20Market%20Agenda%20for%202021_Predictability%20in%20Unpredictable%20Times.png", "height": 400, "width": 750 }, "author": { "@type": "Person", "name": "Mark Smith", "url": "https://marksmith.isg-one.com/author/mark-smith", "sameAs": "http://www.linkedin.com/in/markallensmith" }, "publisher": { "@type": "Organization", "name": "ISG", "url": "marksmith.isg-one.com", "logo": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/ISG_Software_Research_Logo_Color@2x.png" } } }</script> <script type="application/ld+json"> { "@context": "http://schema.org", "@type": "BlogPosting", "headline": "PTC Brings Innovation to Product Experiences", "mainEntityOfPage": "https://marksmith.isg-one.com/ptc-brings-innovation-to-product-experiences", "datePublished": "21/12/2020", "dateModified": "21/12/2020", "articleBody": "Augmented reality (AR) is a critical component of digital technology. The role of AR is to virtualize the visualization and engagement of assets and products with information that can enhance the value of it for many purposes including manufacturing, marketing, sales and service. Consider how manufacturing and field service organizations are starting to use AR technology for hands-free call-up of service manuals using glasses so technicians can verify progress without looking away from their work. The pandemic has created a challenge for every organization to operate in a continuous manner where direct access to assets and people is not easy or impossible. As I outlined in my perspective on business continuity, when millions of businesses are not able to engage directly or are in remote locations, the need to have extended access to product information as contextual as possible is essential. By 2023, one-third of organizations will adopt augmented and virtual reality technology to improve customer and product experiences and increase buyer engagement and satisfaction. Organizations should assess and determine the relevance of AR and virtualization to operations in what we call Extended Reality (XR). PTC, a technology provider for PLM and CAD solutions, Industrial IoT (IIoT) and AR, is a strategic software provider of enterprise-class AR called Vuforia that provides a platform and a set of tools to capture, design, simulate and deploy extended experiences. PTC has continued to invest into its portfolio of product lines that digitally streamlines the flow of information with visualization. To that end, PTC released Vuforia Engine 9.0 to advance its ability to produce immersive and engaging AR experiences by creating advanced models and simulations. Further incremental releases over the course of this year have continued to simplify the enterprise AR development and deployment opportunity. Vuforia’s latest release focuses on the usability and experience for developers, such as testing applications through its Vuforia Chalk, Vuforia Expert Capture and Vuforia Studio offerings. In addition, the release of the Vuforia Spatial Toolbox helps adapt AR with the motions of machines that traditionally happen in manufacturing. Given PTC’s track record of Vuforia releases, objections to the adoption of new technology have been mitigated such that any organization can plan for new efficiencies to record and engage in enterprise AR applications. Our analysis of PTC Vuforia finds the vendor's efforts to be leading the market in helping broaden the accessibility of AR capabilities to as many organizations and workforce functions as possible, but most importantly, PTC evolves the blending of spatial computing to support interaction and manipulation by enabling digital twin applications and human interaction with merged physical and digital environments. PTC Vuforia is a technologically advanced product that could become the defacto standard platform for enterprise AR on a variety of mobile and wearable devices. As with any nascent and emerging technology, its largest challenge remains broadening the community of ecosystem developers that are AR-enabling systems, platforms and applications. Enabling developers will increase adoption across more organizations and go beyond to include customers, partners and suppliers. Once achieved, a technology will be self-sustaining. The advancements by PTC Vuforia and use of the spatial toolkit enable its platform and tools to meet a broader set of developer requirements and use cases for organizations. PTC flexible licensing methods help ensure it can meet the needs of organizations including academics, agencies and developers. While there are other providers of AR technology, PTC’s global presence and investments continue to demonstrate its market commitment and increasingly creates a competitive barrier. The heightened pressure to operate and support business continuity requires that organizations examine methods to virtualize the customer and product operations found in AR. We assert that by 2022, one-half of organizations will determine that the digital experiences they provide are not intelligent or automated and fall short in maintaining business continuity for organizational readiness, resulting in lost customers and workforce instability. The advancements in AR that are blending with spatial computing align with our view that extended reality product experiences will help improve the accessibility, responsiveness and value for customers and workforce. You can learn more about the marketing and sales impact of AR for any organization in our white paper on this subject. Manufacturers that built a competency and skillset in AR will be more agile to manage this virtual product representation that can benefit both the demand and supply chain. Opportunities for PTC include expanding its integration to support product related processes and technology used in product lifecycle management (PLM) and product information management (PIM) systems. It could also benefit from strategies to accelerate more large-scale technology deployments that reach to consumers and targeted to mobile devices. Organizations providing physical products that need to be represented virtually for the purpose of marketing, sales and with customer and field service should evaluate how PTC Vuforia can innovate and enhance their processes to deliver better product experiences to their customers, partners and suppliers. Regards, Mark Smith", "image": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/Extended_Reality%20copy.png", "height": 400, "width": 750 }, "author": { "@type": "Person", "name": "Mark Smith", "url": "https://marksmith.isg-one.com/author/mark-smith", "sameAs": "http://www.linkedin.com/in/markallensmith" }, "publisher": { "@type": "Organization", "name": "ISG", "url": "marksmith.isg-one.com", "logo": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/ISG_Software_Research_Logo_Color@2x.png" } } }</script> <script type="application/ld+json"> { "@context": "http://schema.org", "@type": "BlogPosting", "headline": "Molecula Earns Ventana Research 13th Digital Innovation Award for Data", "mainEntityOfPage": "https://marksmith.isg-one.com/molecula-earns-ventana-research-13th-digital-innovation-award-for-data", "datePublished": "20/11/2020", "dateModified": "20/11/2020", "articleBody": "The annual Ventana Research Digital Innovation Awards showcases advances in the productivity and potential of business applications, as well as technology that contributes significantly to improved efficiency and productivity in the processes and the performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations that advance business and IT. Ventana Research has awarded Molecula its 2020 Digital Innovation Award for Data. This award acknowledges the technology vendor that best exemplifies innovation in data and associated technologies for supporting information management-related needs. Organizations require dynamic access to data no matter the application or system location. The data phase—from ingestion to monitoring and consumption—must be available for analysis during processing, be it via an on-premises, cloud or hybrid model, to ensure the results set meets specific needs. But in recent years, the consolidation of data has been minimal compared to the market adoption of databases and platforms from Amazon, Google and Microsoft, along with cloud operations from Snowflake and Teradata. To bridge the gap, an organization must apply a range of functions and machine learning to yield data that best represents a variety of use cases. As my colleague has asserted, by 2022, the distinction between data preparation and integration technologies will blur in a way that’s similar to the diminishing distinction between self-service analytics and data preparation. This narrowing divide elevates data virtualization to a range suited for more sophisticated needs, including data scientists and data operations, from anywhere in the enterprise. Molecula is a cloud computing-based data platform that simplifies and unifies the need for real-time access and control of data for analytics, machine learning and any range of compute-intensive systems and applications including IoT. The platform eliminates the need to pre-aggregate, federate, copy, cache or move source data by creating a Virtual Data Source that combines multiple data sets across disparate systems. This allows for direct access by deconstructing data into highly compressed, entity-focused representations to support low latency and less compute requirements. The Virtual Data Source Manager empowers administrators and data engineers to grant, track and control access to virtual data sources for the appropriate users and applications. Data can then be analyzed and queries can be executed across multiple Virtual Data Sources without burdening underlying systems with federated queries. The Molecula platform further streamlines compliance through governance and security to ensure confidence and trust in data infrastructure. The platform also provides a robust plug-in ecosystem with native stack integration with data-related systems. Molecula was selected for its focused innovation on data technology, meeting the modern requirements of organizations and their architecture to support systems across the enterprise. The platform it provides incorporates a unique and distributed processing approach that takes into consideration the sophistication of the data technologies across the cloud computing and on-premises environments. If you have not had a chance to assess Molecula for your organization’s needs, the company and its products are well worth your time to evaluate. Congratulations Molecula for your continued innovation. Regards, Mark Smith", "image": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/AP_MS_Molecula_Earns_Ventana_Research_13th_Digital_Innovation_Award_for_Data.png", "height": 400, "width": 750 }, "author": { "@type": "Person", "name": "Mark Smith", "url": "https://marksmith.isg-one.com/author/mark-smith", "sameAs": "http://www.linkedin.com/in/markallensmith" }, "publisher": { "@type": "Organization", "name": "ISG", "url": "marksmith.isg-one.com", "logo": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/ISG_Software_Research_Logo_Color@2x.png" } } }</script> <script type="application/ld+json"> { "@context": "http://schema.org", "@type": "BlogPosting", "headline": "8x8: Open Communications Platform earns our 13th Digital Innovation Award for Digital Technology", "mainEntityOfPage": "https://marksmith.isg-one.com/8x8-open-communications-platform-earns-our-13th-digital-innovation-award-for-digital-technology", "datePublished": "09/10/2020", "dateModified": "09/10/2020", "articleBody": "The annual Ventana Research Digital Innovation Awards showcases advances in the productivity and potential of business applications, as well as technology that contributes significantly to improved efficiency and productivity in the processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations that advance business and IT. Ventana Research has awarded 8x8: Open Communications Platform its 2020 Digital Innovation Award for Digital Technology. This award acknowledges the vendor that best exemplifies innovation in the technologies that support any or all the following areas: Analytics and Data, AI and Machine Learning, Blockchain, Collaborative Computing, Conversational Computing, Robotic Automation, Extended Reality, Internet of Things and Mobile Technology. A virtual workforce has increasingly become the new reality for organizations around the world. As individuals spend more of their time on a range of digital devices communicating and collaborating with others inside and outside of the organization, the need to streamline interactions and simplify the work experience is more important than ever. This shift has necessitated unified digital communications, including the ability to chat through messaging and conference through video from a mobile device or desktop environment. Combining unified communications (UC) and communications platform as a service (CPaaS) into a single digital technology can support the organization’s internal requirements as well as the ability to engage customers, partners and suppliers. The role of digital communications is essential. We assert that through 2022, one-half of organizations will determine that their technology for unified communications is ineffective for meeting business continuity needs and falls short in the open communications requirements for secured and seamless interactions across devices and people 8x8, Inc. is a technology provider of digital communications technology including UC and CPaaS along with contact center solutions. Its 8x8 Open Communications Platform is the company’s latest innovation, featuring a robust, enterprise-class platform that combines voice, team chat, meetings and contact center solutions with intelligence through AI-driven expert routing and predictive analytics. In the digital era of work, 8x8 allows organizations to meet business continuity requirements, providing the resilience and organization readiness to operate at any time of the day on any device while ensuring the best possible digital experience. Utilizing the analytics and insights available on the interactions and channels, organizations can also understand and govern the activities related to communications and intermediate any potential issues. Ventana Research selected 8x8 for the Digital Innovation Award in Digital Technology for its Open Communications Platform because it enables reliable and secure communications across the enterprise and to any external entity. The platform is also easily applied via 8x8’s own tools or accessed via API and embedded in any application or system. 8x8 has worked to provide a seamless work experience while improving the manageability and reliability of its platform to support a broad span of use cases that could apply internally or to external audiences including customers, partners and suppliers. 8x8 has advanced the digital technology to provide a simpler work environment that supports inbound and outbound communications for calling, meeting, chatting and sharing documents. The technology also integrates easily with other enterprise technologies like Microsoft Teams that are used across organizations today. 8x8 has advanced the platform with what it calls Interaction AI for helping provide virtual agent and IVR chatbots that provide the level of self-service required to operate in this modern digital age. The company’s focus on manageability is well-noted for its focus on governance as well as performance monitoring and use of analytics to help ensure it delivers the business continuity needs of organizations. If you have not had a chance to assess 8x8 for your organization’s digital communications needs, the company and its products are well worth your time. Congratulations 8x8 for your continued innovation. Regards, Mark Smith", "image": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/AP_MS_8x8_Open%20Communications_Platform_earns_our_13th_Digital_Innovation_Award_for_Digital_Tech.png", "height": 400, "width": 750 }, "author": { "@type": "Person", "name": "Mark Smith", "url": "https://marksmith.isg-one.com/author/mark-smith", "sameAs": "http://www.linkedin.com/in/markallensmith" }, "publisher": { "@type": "Organization", "name": "ISG", "url": "marksmith.isg-one.com", "logo": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/ISG_Software_Research_Logo_Color@2x.png" } } }</script> <script type="application/ld+json"> { "@context": "http://schema.org", "@type": "BlogPosting", "headline": "The Ventana Research Digital Technology Agenda in 2020", "mainEntityOfPage": "https://marksmith.isg-one.com/the-ventana-research-digital-technology-agenda-in-2020", "datePublished": "13/02/2020", "dateModified": "13/02/2020", "articleBody": "Ventana Research recently announced its 2020 research agenda for digital technology, continuing the guidance we’ve offered for nearly two decades to help organizations derive optimal value and improve business outcomes. While we have seen more than four decades of digital transformation in the systems and tools businesses rely on, recent years have yielded transformative approaches to technology that can finally actually change the way people and processes work, rather than just make traditional processes more efficient. But to achieve this requires that organizations examine the potential improvements to intelligence and automation while balancing the usability and manageability of the technology. A simple lift-and-shift of your current applications and technology to the cloud is insufficient for achieving success in digital transformation. To help, we craft our research agenda using our firm’s expertise on business requirements and our knowledge of technology vendors and products. Through our continuous market research, we offer insights and best practices to both the lines of business and IT as well as across industry verticals that will help any organization reach its maximum potential. We have this year introduced a new focus on robotic automation, which involves the processes and underlying platforms that connect people and systems to enable continuous interactions. We are looking more closely at the data, analytics and technologies required to efficiently provide dynamically generated, personalized insights to individuals across the organization. Digital technology helps organizations innovate and transform business and IT processes to improve efficiency and effectiveness. Our digital technology practice includes nine topics of focus: analytics and data; artificial intelligence and machine learning; blockchain; collaborative computing; conversational computing; the internet of things; mobile computing; robotic automation and extended reality. Analytics and Data Analytics and data have become more central to all aspects of business today than ever before. Analytics helps organizations apply data science and technology to all types of data to generate information and insights that can be used to improve outcomes. Our agenda reflects our intention to assess data integration, or the preparation and processing of data for analytic and operational use, as well as business intelligence-based processes that generate analytics accessible to lines of business across the organization. We’ll determine how important collaboration and mobile technology are improving coordination and the value of analytics to the organization. We also will study natural language processing and natural language generation as tools for simplifying presentations and increasing organizational agility. We will undertake both new benchmark and value index research in 2020 to identify best practices and assess and rate technology vendors’ potential to help meet the analytics and data needs of the future. Artificial Intelligence and Machine Learning Artificial intelligence (AI) and machine learning (ML) use technology to process information in much the way humans do, and incorporate the capability to improve accuracy as more data is processed. Our agenda this year reflects our intention to assess organizations’ uses of AI and machine learning. We will examine the technological and ethical impacts of machine learning and AI. We plan to study how the use of AI can increase the effectiveness of workers by guiding actions and improving interactions. And we will identify best practices for the successful deployment of AI and ML in lines of business. We currently have ongoing Dynamic Insights research on machine learning and include organizations’ needs and plans for and attitudes toward AI and ML in all of our research efforts. Blockchain Blockchain distributed ledger technology involves a shared database of assets with their owners located on multiple nodes of a network. Our research agenda reflects our view of the value of database technologies that interconnect and secure data across systems and organizations to enable both secure and efficient processing. Our research will examine where blockchain processing can best be applied to optimize transactions. We also will investigate how organizations are applying data governance and integration methods and technologies to ensure the most effective data quality standards. We will conduct market research on blockchain technology to determine the current direction of its use and ways in which it fits the needs of organizations. And we will assess the gaps and opportunities in blockchain deployment that can help organizations optimize operations across cloud and on-premises systems. Collaborative Computing Collaboration in business involves technology-mediated digital communication to support productivity and satisfaction across the organization. Mobile technology plays a key role in enabling real-time interactions, while unified communication technologies also help facilitate collaboration. The use of real-time and recorded video also enables more effective collaboration across the workforce. This year we will continue to research organizations’ needs, plans and attitudes on collaborative computing technology in all of our benchmark research and Dynamic Insights. Conversational Computing Conversational computing enables people to digitally interact with systems using natural language to collaborate and take action. Conversational computing uses unified communication and collaborative technology to enable interactions across the workforce as well as more efficient operations. It also relies on mobile technology to enable real-time interactions and conversational technology applications and tools to simplify taking action. Real-time conversational technology can enable more effective interactions between people and machines. We will continue to research organizations’ needs, plans and attitudes on conversational computing technology in our benchmark research and Dynamic Insights. The Internet of Things Internet of things devices and sensors transmit data through messages, enabling new business services and operational improvements. Innovative organizations are embracing intelligent devices that are instrumented and connected to generate data in motion. Messaging and streaming technologies enable secured integration to optimize business processes. Analyzing machine and sensor data delivered in real time by IoT devices makes it possible to efficiently monitor and adjust both machine and workforce operations. We currently have ongoing benchmark research on IoT and this year we will identify and report on trends and best practices in using the technology. Mobile Computing Mobile computing using smartphones, tablets and wearables enables organizations to connect people to the applications and information they need to perform their roles and meet their responsibilities. Our research agenda reflects our interest in the simplification of mobile applications and technologies. We plan to study the technological impact of native and HTML5 approaches to mobile business software as well as how the mobile user experience (UX) is facilitating or impeding attainment of business objectives. In our view, organizations should eliminate mobile technology that does not enable easy worker and manager access to required applications. We will continue this year to research the use of mobile computing technology as well as organizations’ needs and attitudes in our benchmark research and Dynamic Insights. Robotic Automation Robotic automation is technology that orchestrates the workflow of messages and transactions that support activities and processes across the organization. We plan this year to determine how robotic automation can help facilitate the effective digital operations of business. We’ll assess the use of robotic automation to help optimize processes throughout enterprise and of workflow technology that connects applications and systems both on-premises and resident in the cloud. We will research organizations’ needs, plans for and attitudes toward these capabilities in all of our benchmark research and Dynamic Insights. Extended Reality Extended reality (XR) is technology that combines augmented, mixed and virtual environments with worker experiences using mobile technology, including wearables. This year we plan to determine how extended reality can help the digital operations of businesses. We’ll also assess the use of augmented reality to provide an enhanced look at physical objects such as products and equipment. Virtual reality and wearables technology can help organizations better understand activities and optimize business efforts. This year we will study ways extended reality can help in marketing, sales and service as well as the use of other aspects of extended reality technology in our benchmark research and Dynamic Insights. Every organization, no matter how many employees or the size of its revenue, has an opportunity to significantly improve the digital experience of customers and the workforce. Digital enhancements to underlying processes and technologies can have an immediate impact on top- and bottom-line results. Once an organization establishes an effective digital environment that allows it to offer a fully digital experience, it can market it as a differentiator. Determining your path forward for 2020 requires an effective strategy built on an understanding of digital technology improvement opportunities. Subscribe to our community to keep up to date on our research efforts in 2020 and check out our digital technology expertise and topic areas to see the detailed agenda and continuously updated 90-day calendar as well as more research facts and best practices. Regards, Mark Smith", "image": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/2020%20Research%20Agenda%20Logo.png", "height": 400, "width": 750 }, "author": { "@type": "Person", "name": "Mark Smith", "url": "https://marksmith.isg-one.com/author/mark-smith", "sameAs": "http://www.linkedin.com/in/markallensmith" }, "publisher": { "@type": "Organization", "name": "ISG", "url": "marksmith.isg-one.com", "logo": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/ISG_Software_Research_Logo_Color@2x.png" } } }</script> <script type="application/ld+json"> { "@context": "http://schema.org", "@type": "BlogPosting", "headline": "A 360-Degree View of the Customer Journey Can Provide Customer Experience Insights", "mainEntityOfPage": "https://marksmith.isg-one.com/a-360-degree-view-of-the-customer-journey-can-provide-customer-experience-insights", "datePublished": "07/11/2019", "dateModified": "07/11/2019", "articleBody": "For interactions with customers to go well, organizations must manage an ever-increasing array of engagement channels. Our research finds that organizations expect to see interaction volumes increase on all channels, especially digital ones such as text-based messaging, chat, mobile and social apps. Unfortunately, the systems that manage these channels are typically disparate and uncoordinated and may not use the same underlying technology. This makes it difficult for organizations to coordinate customer interactions consistently and provide the best possible customer experience. In pursuit of this goal, businesses collect, track and analyze data from broader and deeper sets of data than ever before. While structured data remains the most common form, organizations are learning also to exploit semistructured data (for example, text) as well as more complex data such as voice and images. But the information derived from one channel’s data often differs in form and content structure from information drawn from another. Incompatibilities such as this create confusion and waste valuable time and resources, driving down both customer and agent satisfaction levels. To deal with this challenge, organizations must understand and map the actual customer journey, drawing that data from a set of processes that are in most cases siloed within specific business functions — for example, mapping customer feedback to contact center agent or in-store customer interactions. By doing so organizations can gain a more complete view of customers that is consistent across the business. Ultimately, optimizing the customer experience requires that all available customer information from all instances of engagement — the 360-degree view — be used in decision-making across all customer-focused interactions. The latest Ventana Research benchmark research on the State of Customer Analytics was designed to examine in depth the needs for and uses of analytics and metrics by all lines of business involved in customer-related activities and processes. In designing this research, one major goal was to provide organizations with a better understanding of their challenges and requirements and thus improve their ability to formulate a successful path to improvement. Much discussion recently has been devoted to the 360-degree view and how to analyze interactions across every engagement channel to adequately depict and understand the customer journey. A complete view of all interactions is clearly valuable, but most organizations are assembling only a small percentage of the data required to achieve that complete view . For example, they examine interactions in support and service functions but do not include contacts in marketing and sales or in accounting and procurement. The research finds that more than half of organizations include feedback (75%), demographics (64%) and interactions data (59%) as part of their view of the customer, but fewer include sales (48%), marketing (42%) and social media (39%) data. Furthermore, more than half of organizations (51%) do not share that view across the entire organization. While most organizations said they are planning to provide a 360-degree view, almost a third (30%) said they plan to do so in the next 24 months and most (48%) do not have a schedule to do so. Organizations that say they have a 360-degree view of its customers are more likely to be satisfied with customer analytics (39%) than those that don’t (14%). The research finds that the path to a 360-degree view is still an aspirational work in progress; attaining it requires self-assessment and a plan to improve. Establishing any voice-of-the-customer-type program and processes requires a strong foundation of customer data from across all or almost all interactions. In the past, what I describe as old-school journey maps were often created by cross-departmental groups getting together and mapping desired customer journeys using sticky notes that showed how the organization would like and expect customers to interact with them. Today, as with many things, these sticky notes have been replaced by digital technology that uses real data to map real journeys that customers actually take. These tools have become an essential part of an organization’s 360-degree customer view — a complete analysis of all customer-related information, including marketing, sales, service, finance and interaction information. I am a firm believer that without such a view it is impossible for organizations to understand the experiences of different customer segments (personas) and then decide how to optimize journeys from a customer and business perspective. Operating across multiple customer engagement channels introduces many challenges. Critical among them is integrating the systems that manage customer engagement, an issue cited by nearly half (49%) of organizations participating in our research. Having to manage channels of engagement as silos (47%) and getting inconsistent responses at every touch point (33%) are also common issues. Our research indicates that over the next two years organizations will compete to win and retain customers primarily based on the quality of the customer experience. For this reason, it is imperative that organizations are able to transform interaction-handling, optimizing to move to the next level. Accomplishing this will require a combination of process changes, more focused training for employees who handle interactions and adoption of more advanced systems that manage all aspects of interaction handling in a unified way. Our research also indicates that customers interact with far more than just an organization’s contact center in the course of completing their transactions and addressing their issues. In fact, most departments — from marketing, sales, customer service and billing to retail business locations — interact with customers at some point in the customer life cycle. And once again, the applications used typically are disparate, siloed and often poorly designed to support resolving customer inquiries effectively. This means that here as well, information can be inconsistent across channels and touch points. In assembling a 360-degree view of customers it’s important to be thorough and include all available information. Assess your view of your customers and determine where improvement to your data and analytics efforts can have an impact. Having an effective Voice of the Customer program, one that successfully unifies operational interactions with experience data, will provide a foundation for improvement in customer processes. Then your organization can examine where to best apply customer analytics to gain guidance for an improved customer experience. Ventana Research has for nearly two decades conducted market research on customer experience and the contact center as well as many other business technologies, including contact centers in the cloud and customer engagement through any channel or department such as marketing, sales, support and services. Click here to learn more about our research and services for vendors and technology buyers. Regards Mark Smith Get the full picture Read The State of Customer Analytics Benchmark Research Executive Summary", "image": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_A_360-Degree_View_of_the_Customer_Journey_Can_Provide_Customer_Experience_Insights_Social_Graphic-Horizontal.png", "height": 400, "width": 750 }, "author": { "@type": "Person", "name": "Mark Smith", "url": "https://marksmith.isg-one.com/author/mark-smith", "sameAs": "http://www.linkedin.com/in/markallensmith" }, "publisher": { "@type": "Organization", "name": "ISG", "url": "marksmith.isg-one.com", "logo": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/ISG_Software_Research_Logo_Color@2x.png" } } }</script> <script type="application/ld+json"> { "@context": "http://schema.org", "@type": "BlogPosting", "headline": "Technology Really Does Matter for Customer Analytics", "mainEntityOfPage": "https://marksmith.isg-one.com/technology-really-does-matters-for-customer-analytics", "datePublished": "05/11/2019", "dateModified": "05/11/2019", "articleBody": "Using customer analytics effectively involves several challenges. Organizations must make it a business priority, cultivate leadership and set a course for ensuring data and analytics are being processed and governed effectively. But effectiveness also requires technology that will assist in the effective operations and management of customers and help an organization achieve its goals. Our latest Ventana Research benchmark research on the State of Customer Analytics helps provide insight into the critical role technology must play in optimizing business performance. The research was designed to examine in depth the needs for and use of analytics and metrics by all lines of business involved in customer-related activities. In designing this research, one major goal was to provide organizations with a better understanding of their challenges and requirements and thus improve their ability to formulate a successful path to improvement. Ensuring that the right technology is in place requires an assessment of current efforts, what isn’t working and what might provide a better path to improving customer analytics. This research reveals widespread dissatisfaction with the dedicated technology that vendors are offering for customer analytics. Half of participating organizations (49%) reported that they view the cost of these offerings as too high, while more than one-third told us that new tools do not offer sufficiently significant advances to induce them to replace their existing approach (36%). One in five (20%) said there is not enough value in dedicated tools. These attitudes are typical of organizations that have not prepared a thorough business case with which to effectively evaluate technology — a situation that often leads to unsatisfactory results. In our view organizations seeking to improve their competitiveness must address their technology challenges and embrace collaborative approaches to gain the most value from customer analytics. The need to manage customer analytics technologically requires the ability to access and integrate data into a computational engine where mathematics can be applied to generate information and metrics. An analytics platform secures and processes customer data, then presents interactive information for discovery and review across a variety of roles and levels in the organization. While applying analytics can be a challenge, the real issue for many organizations is the ability to govern the data, as it often comes from both cloud-computing and on-premises environments. This provides a broader set of business constituents with relevant and actionable information. While the data that organizations must access comes from many applications and systems, the majority resides in cloud computing based systems. Furthermore, advances in mobile technologies mean analytics can be readily available to everyone in the business. Our research finds that the use of both cloud computing and mobile technology in customer analytics is increasingly popular, with cloud computing cited as important by 44 percent and mobile technology by 42 percent of organizations. While customer analytics systems traditionally have been deployed on-premises, fewer than two in five (37%) organizations report that this is still the case: Cloud computing options are now preferred by the majority of organizations (55%). Most organizations (53%) also are using mobile technology to access customer analytics; the remainder (46%) plan to deploy it soon or at some point in the future. Among those that already have, a substantial majority (88%) reported a level of satisfaction with their mobile technology for customer analytics. Organizations should assess the benefits of cloud computing and seek to embrace them. Among these benefits is a reduced focus on technology infrastructure and more on applying customer analytics to the broad range of customer engagement channels to improve the customer experience across every interaction. While many organizations focus on the discovery and visualization of analytics, their value is measured by the improvement of the customer experience. This requires proper technology designed to use customer analytics to achieve the objectives of the business. Ventana Research has for nearly two decades conducted market research on customer experience and the contact center as well as many other business technologies, including contact centers in the cloud and customer engagement through any channel or department such as marketing, sales, support and services. Click here to learn more about our research and services for vendors and technology buyers. Regards Mark Smith Get the full picture Read The State of Customer Analytics Benchmark Research Executive Summary", "image": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_Technology_Really_Does_Matters_for_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png", "height": 400, "width": 750 }, "author": { "@type": "Person", "name": "Mark Smith", "url": "https://marksmith.isg-one.com/author/mark-smith", "sameAs": "http://www.linkedin.com/in/markallensmith" }, "publisher": { "@type": "Organization", "name": "ISG", "url": "marksmith.isg-one.com", "logo": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/ISG_Software_Research_Logo_Color@2x.png" } } }</script> <script type="application/ld+json"> { "@context": "http://schema.org", "@type": "BlogPosting", "headline": "Effective Customer Analytics Requires Comprehensive Data and Metrics", "mainEntityOfPage": "https://marksmith.isg-one.com/effective-customer-analytics-requires-comprehensive-data-and-metrics", "datePublished": "29/10/2019", "dateModified": "29/10/2019", "articleBody": "Customer analytics have never been more important, but effectively creating and managing them is not easy. The data that’s required to achieve visibility into all customer activity involves many applications and systems and it’s a challenge to ensure the data used is accurate and consistent. Even once data is assembled, organizations often struggle to apply analytics to create the metrics that best represent an understanding of the past and, more importantly, the path to the future. Our latest Ventana Research benchmark research on the State of Customer Analytics provides insight into best practices on using data effectively for business. The research was designed to examine in depth the needs for and use of analytics and metrics by all lines of business involved in customer-related activities. In designing this research, one major goal was to provide organizations with a better understanding of their challenges and requirements and thus improve their ability to formulate a successful path to improvement. The first challenge organizations must address in customer analytics is to ensure data quality — in other words, that data is accurate and available to inform analytics. Unfortunately, confidence in the quality of the information being generated by customer analytics is not uniformly high. Most participants in the research indicated they are either very confident (27%) or confident (47%) in the quality of the information their systems are generating, but more than one-quarter (26%) said they are only somewhat confident or not at all confident. Similarly, most organizations told us their customer analytics data is very accurate (15%) or accurate (48%), but one-third reported it is only somewhat accurate (26%) or not accurate (7%). We attribute this partly to the persistence of spreadsheet use as an analytic tool in half of participating organizations; spreadsheets are difficult to work with in an enterprise setting, inflexible and prone to errors. Improving confidence in customer analytics requires tools that enable reliable processing of a wide variety of customer-related data types that span every type of interaction. Once an organization has confidence in the quality of customer information and the underlying data, it then must apply analytics and generate the portfolio of metrics and key indicators needed to assess performance and guide improvement. But what analytics can best meet the need for insights into customers? For more than two-thirds (68%) of organizations, the most important analytics are those that are focused on customers (for example, CSAT, NPS, CES and CLV), followed by financial (60%), agent performance (53%) and contact center operations (45%) analytics. Organizations report that they use a wide array of important metrics. Topping the list are those associated with customer satisfaction and profitability, cited as important by 59 percent and 52 percent, respectively. Other important metrics include financial ones such as revenue attainment and adherence to budget, and process metrics such as call outcomes, sales conversion rate and agent quality scores. Other customer-related metrics include customer lifetime value, cost to serve and, lower on the list of priorities the research yields, the net promoter score. Deeper insights into customer analytics are possible with the right techniques and technology. More than half (55%) of organizations indicated they view advanced analytics as very important and an additional 29 percent said they are important. And they reported that using such advanced analysis yields information that’s viewed as high quality. Among advanced analysis capabilities, the most important are the ability to process large volumes of data (63%), predictive capabilities (54%) and the advanced visualization of information (51%). With an array of meaningful analytics, organizations are able to better understand their customers and more effectively guide future actions. The timeliness of customer analytics is critical for their effective use in processes and performance assessment. The largest percentage of organizations (42%) have important metrics available for use in two to five business days after the period close; 17 percent deliver the metrics immediately on close and an additional 12 percent deliver them within one day. Organizations most often review their important metrics and indicators on a monthly (25%) basis, but almost as many do it daily (20%), weekly (21%) or quarterly (20%). Organizations should consider how to assess and improve the quality of their customer data to ensure sufficient confidence in the metrics they create. Only then can these metrics effectively guide the operations of the business to maximize the value of customer relationships. Examine the efficiency with which your organization can process customer analytics and improve the customer experience across every interaction. Ventana Research has for nearly two decades conducted market research on customer experience and the contact center as well as many other business technologies, including contact centers in the cloud and customer engagement through any channel or department such as marketing, sales, support and services. Click here to learn more about our research and services for vendors and technology buyers. 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Mark Smith's Analyst Perspectives | extended reality