Mark Smith's Analyst Perspectives

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The capability to be responsive to any range of minor to disruptive business events is required to support business continuity and level of organizational readiness to meet the needs of digital business. Ventana Research asserts that in 2025, one-quarter of organizations will remain digitally ineffective in...</p> </div> <a href="https://marksmith.isg-one.com/the-digital-awakening-of-business-process-intelligence"><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/cloud-computing">Cloud Computing</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/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/digital-transformation">Digital transformation</a>, <a href="https://marksmith.isg-one.com/topic/natural-language-processing">natural language processing</a>, <a href="https://marksmith.isg-one.com/topic/continuous-supply-chain">continuous supply chain</a>, <a href="https://marksmith.isg-one.com/topic/agent-management">agent management</a>, <a href="https://marksmith.isg-one.com/topic/digital-business">Digital Business</a>, <a href="https://marksmith.isg-one.com/topic/experience-management">Experience Management</a>, <a href="https://marksmith.isg-one.com/topic/customer-experience-management">Customer Experience Management</a>, <a href="https://marksmith.isg-one.com/topic/field-service">Field Service</a>, <a href="https://marksmith.isg-one.com/topic/process-mining">Process Mining</a>, <a href="https://marksmith.isg-one.com/topic/streaming-analytics">Streaming Analytics</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/oracle-day-by-day-earns-our-13th-digital-innovation-award-for-analytics">Oracle Day by Day earns our 13th Digital Innovation Award for 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">23 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_Oracle_Day_by_Day_earns_our_13th_Digital_Innovation_Award_for_Analytics.png?width=200&name=AP_MS_Oracle_Day_by_Day_earns_our_13th_Digital_Innovation_Award_for_Analytics.png" width="200" !important: srcset="https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Oracle_Day_by_Day_earns_our_13th_Digital_Innovation_Award_for_Analytics.png?width=100&name=AP_MS_Oracle_Day_by_Day_earns_our_13th_Digital_Innovation_Award_for_Analytics.png 100w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Oracle_Day_by_Day_earns_our_13th_Digital_Innovation_Award_for_Analytics.png?width=200&name=AP_MS_Oracle_Day_by_Day_earns_our_13th_Digital_Innovation_Award_for_Analytics.png 200w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Oracle_Day_by_Day_earns_our_13th_Digital_Innovation_Award_for_Analytics.png?width=300&name=AP_MS_Oracle_Day_by_Day_earns_our_13th_Digital_Innovation_Award_for_Analytics.png 300w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Oracle_Day_by_Day_earns_our_13th_Digital_Innovation_Award_for_Analytics.png?width=400&name=AP_MS_Oracle_Day_by_Day_earns_our_13th_Digital_Innovation_Award_for_Analytics.png 400w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Oracle_Day_by_Day_earns_our_13th_Digital_Innovation_Award_for_Analytics.png?width=500&name=AP_MS_Oracle_Day_by_Day_earns_our_13th_Digital_Innovation_Award_for_Analytics.png 500w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Oracle_Day_by_Day_earns_our_13th_Digital_Innovation_Award_for_Analytics.png?width=600&name=AP_MS_Oracle_Day_by_Day_earns_our_13th_Digital_Innovation_Award_for_Analytics.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 the 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/oracle-day-by-day-earns-our-13th-digital-innovation-award-for-analytics"><span class="readmore"> Read More </span></a><br><br> Topics: <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/digital-technology">Digital Technology</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="">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/varicent-symon.ai-earns-our-13th-digital-innovation-award-for-office-of-sales">Varicent: Symon.AI earns our 13th Digital Innovation Award for Office of Sales</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">15 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_Varicent_Symon.AI_earns_our_13th_Digital_Innovation_Award_for_Office_of_Sales.png?width=200&name=AP_MS_Varicent_Symon.AI_earns_our_13th_Digital_Innovation_Award_for_Office_of_Sales.png" width="200" !important: srcset="https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Varicent_Symon.AI_earns_our_13th_Digital_Innovation_Award_for_Office_of_Sales.png?width=100&name=AP_MS_Varicent_Symon.AI_earns_our_13th_Digital_Innovation_Award_for_Office_of_Sales.png 100w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Varicent_Symon.AI_earns_our_13th_Digital_Innovation_Award_for_Office_of_Sales.png?width=200&name=AP_MS_Varicent_Symon.AI_earns_our_13th_Digital_Innovation_Award_for_Office_of_Sales.png 200w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Varicent_Symon.AI_earns_our_13th_Digital_Innovation_Award_for_Office_of_Sales.png?width=300&name=AP_MS_Varicent_Symon.AI_earns_our_13th_Digital_Innovation_Award_for_Office_of_Sales.png 300w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Varicent_Symon.AI_earns_our_13th_Digital_Innovation_Award_for_Office_of_Sales.png?width=400&name=AP_MS_Varicent_Symon.AI_earns_our_13th_Digital_Innovation_Award_for_Office_of_Sales.png 400w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Varicent_Symon.AI_earns_our_13th_Digital_Innovation_Award_for_Office_of_Sales.png?width=500&name=AP_MS_Varicent_Symon.AI_earns_our_13th_Digital_Innovation_Award_for_Office_of_Sales.png 500w, https://marksmith.isg-one.com/hs-fs/hubfs/AP_MS_Varicent_Symon.AI_earns_our_13th_Digital_Innovation_Award_for_Office_of_Sales.png?width=600&name=AP_MS_Varicent_Symon.AI_earns_our_13th_Digital_Innovation_Award_for_Office_of_Sales.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 the 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/varicent-symon.ai-earns-our-13th-digital-innovation-award-for-office-of-sales"><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/embedded-analytics">embedded analytics</a>, <a href="https://marksmith.isg-one.com/topic/analytics">Analytics</a>, <a href="https://marksmith.isg-one.com/topic/sales-performance-management">Sales Performance Management</a>, <a href="https://marksmith.isg-one.com/topic/digital-technology">Digital Technology</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="">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-business-continuity-imperative-analytics-and-data-for-engaging-digital-experiences-in-2020-and-beyond">The Business Continuity Imperative: Analytics and Data for Engaging Digital Experiences in 2020 and Beyond</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 July 2020 </span> </div>  <hr> </div> <div class="list-card-p"><div class="wrapingimage"> <img src="https://marksmith.isg-one.com/hs-fs/hubfs/Images/Research_Agendas/Research_Assertions/2020/Business%20Continuity/AP_Biz_Cont_Part_12_Q_200702.png?width=200&name=AP_Biz_Cont_Part_12_Q_200702.png" width="200" !important: srcset="https://marksmith.isg-one.com/hs-fs/hubfs/Images/Research_Agendas/Research_Assertions/2020/Business%20Continuity/AP_Biz_Cont_Part_12_Q_200702.png?width=100&name=AP_Biz_Cont_Part_12_Q_200702.png 100w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Research_Agendas/Research_Assertions/2020/Business%20Continuity/AP_Biz_Cont_Part_12_Q_200702.png?width=200&name=AP_Biz_Cont_Part_12_Q_200702.png 200w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Research_Agendas/Research_Assertions/2020/Business%20Continuity/AP_Biz_Cont_Part_12_Q_200702.png?width=300&name=AP_Biz_Cont_Part_12_Q_200702.png 300w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Research_Agendas/Research_Assertions/2020/Business%20Continuity/AP_Biz_Cont_Part_12_Q_200702.png?width=400&name=AP_Biz_Cont_Part_12_Q_200702.png 400w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Research_Agendas/Research_Assertions/2020/Business%20Continuity/AP_Biz_Cont_Part_12_Q_200702.png?width=500&name=AP_Biz_Cont_Part_12_Q_200702.png 500w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Research_Agendas/Research_Assertions/2020/Business%20Continuity/AP_Biz_Cont_Part_12_Q_200702.png?width=600&name=AP_Biz_Cont_Part_12_Q_200702.png 600w" sizes="(max-width: 200px) 100vw, 200px"> </div> <p><span>Analytics and data provide visibility into an organization’s past, present and potential performance. However, not all organizations are using analytics that provide timely insights — insights that not just reflect what happen but direct a successful course for the future. Demand for personalized and relevant insight only intensifies in a black-swan event. To maintain business continuity in times of pressure, it is critical that organizations not waste any time or resources when using analytics...</span></p> </div> <a href="https://marksmith.isg-one.com/the-business-continuity-imperative-analytics-and-data-for-engaging-digital-experiences-in-2020-and-beyond"><span class="readmore"> Read More </span></a><br><br> Topics: <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/internet-of-things">Internet of Things</a>, <a href="https://marksmith.isg-one.com/topic/iot">IOT</a>, <a href="https://marksmith.isg-one.com/topic/digital-technology">Digital Technology</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>  <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-challenges-in-customer-analytics">The Challenges in 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">22 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_The_Challenges_in_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png?width=200&name=AP_MS_The_Challenges_in_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_The_Challenges_in_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png?width=100&name=AP_MS_The_Challenges_in_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png 100w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_The_Challenges_in_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png?width=200&name=AP_MS_The_Challenges_in_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png 200w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_The_Challenges_in_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png?width=300&name=AP_MS_The_Challenges_in_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png 300w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_The_Challenges_in_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png?width=400&name=AP_MS_The_Challenges_in_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png 400w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_The_Challenges_in_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png?width=500&name=AP_MS_The_Challenges_in_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png 500w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_The_Challenges_in_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png?width=600&name=AP_MS_The_Challenges_in_Customer_Analytics_Social_Graphic-Horizontal-Quote-2.png 600w" sizes="(max-width: 200px) 100vw, 200px"> </div> <p><span>Today’s intense competition requires that companies know as much as they can about their customers in order to anticipate their needs and deliver a superior customer experience. However, many organizations struggle to do this well. Implementing initiatives to improve customer value across any department or process involving customers requires both in-depth visibility into current operations and excellent metrics. </span></p> </div> <a href="https://marksmith.isg-one.com/the-challenges-in-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/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/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/dynamic-insights-research-on-sales-analytics-guides-innovation-not-evolution">Dynamic Insights Research on Sales Analytics Guides Innovation, not Evolution</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 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_Dynamic_Insights_Research_on_Sales_Analytics_Guides_Innovation_not_Evolution_Social_Graphic-Horizontal.png?width=200&name=AP_MS_Dynamic_Insights_Research_on_Sales_Analytics_Guides_Innovation_not_Evolution_Social_Graphic-Horizontal.png" width="200" !important: srcset="https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_Dynamic_Insights_Research_on_Sales_Analytics_Guides_Innovation_not_Evolution_Social_Graphic-Horizontal.png?width=100&name=AP_MS_Dynamic_Insights_Research_on_Sales_Analytics_Guides_Innovation_not_Evolution_Social_Graphic-Horizontal.png 100w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_Dynamic_Insights_Research_on_Sales_Analytics_Guides_Innovation_not_Evolution_Social_Graphic-Horizontal.png?width=200&name=AP_MS_Dynamic_Insights_Research_on_Sales_Analytics_Guides_Innovation_not_Evolution_Social_Graphic-Horizontal.png 200w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_Dynamic_Insights_Research_on_Sales_Analytics_Guides_Innovation_not_Evolution_Social_Graphic-Horizontal.png?width=300&name=AP_MS_Dynamic_Insights_Research_on_Sales_Analytics_Guides_Innovation_not_Evolution_Social_Graphic-Horizontal.png 300w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_Dynamic_Insights_Research_on_Sales_Analytics_Guides_Innovation_not_Evolution_Social_Graphic-Horizontal.png?width=400&name=AP_MS_Dynamic_Insights_Research_on_Sales_Analytics_Guides_Innovation_not_Evolution_Social_Graphic-Horizontal.png 400w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_Dynamic_Insights_Research_on_Sales_Analytics_Guides_Innovation_not_Evolution_Social_Graphic-Horizontal.png?width=500&name=AP_MS_Dynamic_Insights_Research_on_Sales_Analytics_Guides_Innovation_not_Evolution_Social_Graphic-Horizontal.png 500w, https://marksmith.isg-one.com/hs-fs/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_Dynamic_Insights_Research_on_Sales_Analytics_Guides_Innovation_not_Evolution_Social_Graphic-Horizontal.png?width=600&name=AP_MS_Dynamic_Insights_Research_on_Sales_Analytics_Guides_Innovation_not_Evolution_Social_Graphic-Horizontal.png 600w" sizes="(max-width: 200px) 100vw, 200px"> </div> <p><span>Having effective analytics enables businesses to understand far better than ever before the data they’re collecting, and to do so in greater volumes and more forms. These new capabilities are especially relevant to sales organizations. When applied to sales data, analytics can help sales teams achieve quotas and forecast more consistently, as well as understand the impacts of incentives and maximize the potential of territories, all of which help improve sales performance. These benefits...</span></p> </div> <a href="https://marksmith.isg-one.com/dynamic-insights-research-on-sales-analytics-guides-innovation-not-evolution"><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/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/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/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="">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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</script></span> <span id="hs_cos_wrapper_module_1495215326694198" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_rich_text" style="" data-hs-cos-general-type="widget" data-hs-cos-type="rich_text"><h3 style="color: var(--light_blue);">Our Analyst Perspective Policy</h3> <ul> <li style="display: none; list-style: none;"> <p>Ventana Research’s Analyst Perspectives are fact-based analysis and guidance on business, <g class="gr_ gr_12 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation only-ins replaceWithoutSep" id="12" data-gr-id="12">industry</g> and technology vendor trends. Each Analyst Perspective presents the view of the analyst who is an established subject matter expert on new developments, business and technology trends, findings from our research, or best practice insights.</p> <p>Each is prepared and reviewed in accordance with Ventana Research’s strict standards for accuracy and objectivity and reviewed to ensure it delivers reliable and actionable insights. It is reviewed and edited by research management and is approved by the Chief Research Officer; no individual or organization outside of Ventana Research reviews any Analyst Perspective before it is published. 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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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": "The Digital Awakening of Business Process Intelligence", "mainEntityOfPage": "https://marksmith.isg-one.com/the-digital-awakening-of-business-process-intelligence", "datePublished": "21/10/2021", "dateModified": "21/10/2021", "articleBody": "The work environment today demands that your organization advances the efficiency to execute business processes for continuous operations to have a positive impact on business performance. The capability to be responsive to any range of minor to disruptive business events is required to support business continuity and level of organizational readiness to meet the needs of digital business. Ventana Research asserts that in 2025, one-quarter of organizations will remain digitally ineffective in achieving the business priorities for customer-, product- and people-related processes. It is essential to eliminate bottlenecks and become an organization that places action and decision-making at is center to optimize the execution of business processes. The ability to continuously measure, monitor and improve business processes is now economically and technically feasible through decades of technological evolution in what we call Business Process Intelligence. This topic is one that I established back in 2002 in my article published in Intelligent Enterprise magazine, where I was a columnist at the time. Now integration technologies supporting real-time events and streams of data can be distributed in a hub and spoke or direct point-to-point using any range of policies, rules and workflow. Operating in a range of enterprise and hybrid cloud computing architectures have made the capability a reality. A more recent digital evolution in event-driven and streaming data technologies, along with what we have called process mining, has enabled the ability to harvest a wide range of real-time events as data that can trigger additional events and methods for addressing what is disputably the decade of data in motion architectures. My colleague asserts that through 2023, process mining will remain primarily associated with major software vendor applications, making it difficult for organizations to mine the preponderance of business processes. Now, with a variety of technological advancements in event-driven approaches, organizations can establish hubs or platform-based approaches that can be accessed by any range of tools and applications that need to be notified or that facilitate processing across and from any range of systems, including devices and sensors. Business Process Intelligence should have an architectural approach that can manage the events, then model and flow through a process model that represents how business processes actually operate. Then, the next order of technology blends concepts and methods from decade-old business intelligence (BI) and business process management (BPM) to ensure that optimization generated through insights and notifications are generated is much more than just better automation through a new generation of event-driven architectures using analytics and process mining technologies. To truly gain the intelligence about such processes will guide business and IT investments to determine how to best improve using our Ventana Research three-phase approach, understand-optimize-align: To understand business processes, create a business process model that represents a set of business activities, each linked to a set of individual tasks that are triggered by events and supported by business rules and logic. By unifying real-time and non-real-time data together, you can apply analytics to generate process and performance metrics that represented in a dashboard. To optimize your business processes, apply methods to utilize the metrics and underlying data using algorithms to provide predictive insights about potential issues and risks or even notification to invoke collaboration. The process metrics can then be transformed into operational task recommendations for taking action. To align your business processes, establish goals and targets for process metrics and expected improvement and establish key process indicators that guide performance. Potentially compare to internal and external benchmarks that can be represented in a scorecard. Through continuous process monitoring, the automation of notifying people based on detection of thresholds or events is enabled for what we call alerting-to-guide action and decision workflows for acceptance and approvals. Organizations face many barriers to achieving the desired level of execution in business processes to operate to their expectations. How they adapt to events that can impede digital velocity for any range of revenue and service levels is critical for their success. By establishing an event-driven architecture and process-model approach that can ingest and notify other applications and systems, the level of process efficiency has a chance to improve. Then, the next order of process optimization can be achieved by applying an analytics-driven processing approach to sense and notify through monitoring or generate insights that can help catalyze collaboration and actions that need to be taken. The outcome from which is to manage process performance, improve efficiency and reduce cycle-time through empowering systems and employees to be responsive to business events that help make better, faster, and smarter actions and decisions. Consider adopting Business Process Intelligence as a fundamental requirement for your digital business. Regards, Mark Smith", "image": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/AP_MS_The%20Digital%20Awakening%20of%20Business%20Process%20Intelligence.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": "Oracle Day by Day earns our 13th Digital Innovation Award for Analytics", "mainEntityOfPage": "https://marksmith.isg-one.com/oracle-day-by-day-earns-our-13th-digital-innovation-award-for-analytics", "datePublished": "23/10/2020", "dateModified": "23/10/2020", "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 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 Oracle Day by Day its 2020 Digital Innovation Award for Analytics. This award recognizes the technology vendor that best exemplifies innovation in the application of analytics. Organizations operate with the purpose of achieving specific outcomes with optimal levels of efficiency. To do so requires insight from analytics and data about the organization itself, its business processes and its assets, including customers, employees and products. Gathering these insights is not easy. Analytics requires process and science that can harness its potential and be accessible for all, no matter the level or responsibility. Unfortunately, analytics often leads to visualizations and dashboards that are not easily understood by all individuals in an organization. Therefore, we assert that by 2023, three-quarters of organizations will need to transition beyond existing visualization-oriented analytics to those that provide personalized insights that can be read or heard. Oracle Analytics is a comprehensive technology platform with a set of tools that provide data visualization, enterprise reporting, scenario modeling and mobile analytics with natural language processing/generation. The platform operates in the cloud, on premises, or through a hybrid model useable by everyone from business analysts to workers. The latest innovation, Oracle Day by Day, is included with Oracle Analytics Cloud, and learns what you are interested in, when and where you are interested in it and who you like to share and work with, then displays the data in ready-to-use analytical visualizations. These analytics cards update continuously throughout the day based on business activity and who you collaborate with. Oracle Analytics Day by Day interacts through natural language voice and search, and communicates with other mobile devices throughout the organization to develop recommendations about colleagues with whom to engage and collaborate. Oracle Day by Day was selected for its focused innovation on the mobile device and the analytics experience. The platform effectively leverages the device as a tool for gaining insights and enables collaboration with everyone from analysts to management to workers. Through the use of machine learning and personalization, the tool can recommend and support an individual’s needs in their role and responsibilities. Oracle’s native mobile experience allows users to talk directly to the application and get results, simplifying the analytics experience for the broader organization. This smart engagement of analytics is a key part of gaining business value from an investment in this technology. If you have not had a chance to assess Oracle Analytics Cloud and Oracle Day by Day for your organization needs, the company and its products are well worth your time to evaluate. Congratulations Oracle for your continued innovation. Regards, Mark Smith", "image": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/AP_MS_Oracle_Day_by_Day_earns_our_13th_Digital_Innovation_Award_for_Analytics.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": "Varicent: Symon.AI earns our 13th Digital Innovation Award for Office of Sales", "mainEntityOfPage": "https://marksmith.isg-one.com/varicent-symon.ai-earns-our-13th-digital-innovation-award-for-office-of-sales", "datePublished": "15/10/2020", "dateModified": "15/10/2020", "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 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 Varicent: Symon.AI its 2020 Digital Innovation Award for Sales. This award recognizes the technology vendor that best exemplifies innovation in the application or technologies that support the sales organization. An organization is measured by its ability to reach its expected outcomes, so ensuring effective sales must become the primary responsibility. Identifying issues and opportunities on which to focus time and resources is not easily done and can become the largest challenge for a sales organization. The inflection point for change often only occurs when inefficient routines lead to insufficient performance. But this path could be avoided by using advanced technology designed to help identify and optimize the execution and performance of sales and guide better outcomes through helping identify and act on what can directly or indirectly impact sales performance. We assert that by 2022, two-thirds of sales leaders will begin considering a new generation of sales analytics and applications designed to improve performance and productivity. Varicent is a provider of applications designed to manage and optimize sales within a technology category called “sales performance management.” With its decades-long tenure and dedication to the mission of helping sales organizations manage incentives, quotas and territories, Varicent was ranked as an overall Value Index leader in our vendor and product research. Varicent recently brought forward its Symon.AI product, which melds historical data with machine learning and data science to provide forward-looking predictions and insights to guide potential actions and decisions. Ventana Research selected Varicent Symon.AI for its ability to apply technological innovation to the office of sales using advanced AI and machine learning methods to discover and present actionable insights through intelligent narratives and visualization that are not easily found through traditional analytics. By unifying the data and analytics, the Symon.AI technology can help identify questions and answers to achieve the areas of opportunity and potential of sales performance but also in areas related like customers, products and even marketing. It is not reasonable to ask these organizations to become AI experts, but by utilizing technology such as that offered by Varicent, the gap can be eliminated and bring the focus back to the strategy and planning of sales effectiveness and guiding the efforts to reach the quotas and maximum potential from the territories. The real magic in Symon.AI is in the simplicity of experience using technology that does not require a data scientist but offers the sophistication of one built into the platform. This results in the enablement of easily engaged applications for sales and beyond. If you have not had a chance to assess Symon.AI for your sales organization needs, the company and its products are well worth your time to evaluate. Congratulations Varicent for your continued innovation. Regards, Mark Smith", "image": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/AP_MS_Varicent_Symon.AI_earns_our_13th_Digital_Innovation_Award_for_Office_of_Sales.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 Business Continuity Imperative: Analytics and Data for Engaging Digital Experiences in 2020 and Beyond", "mainEntityOfPage": "https://marksmith.isg-one.com/the-business-continuity-imperative-analytics-and-data-for-engaging-digital-experiences-in-2020-and-beyond", "datePublished": "05/07/2020", "dateModified": "05/07/2020", "articleBody": "Analytics and data provide visibility into an organization’s past, present and potential performance. However, not all organizations are using analytics that provide timely insights — insights that not just reflect what happen but direct a successful course for the future. Demand for personalized and relevant insight only intensifies in a black-swan event. To maintain business continuity in times of pressure, it is critical that organizations not waste any time or resources when using analytics and data to optimize operations and decision-making. Just having an analytics and data-first mentality and operating in the cloud is insufficient for success, as those are just part of an effective data and analytics effort. Organizations also should include data science and machine learning that can provide an excellent digital experience; unfortunately, this is no simple task. It is not unreasonable to focus on satisfying the workforce’s appetite for analytics and data, but leaders too often neglect the digital experience and stick to the status quo of visualizations within dashboards or tools designed for data scientists. By 2023, three-quarters of organizations will need to transition beyond existing visualization-oriented analytics to those that provide personalized insights that can be read or heard. Organizations often use the term insights too loosely; true insights consist of information presented in the form of stories that are easy to interpret and act upon. The ubiquitous goal of transforming the workforce into citizen data scientists is more fantasy than reality, wishful thinking on the part of those who have no understanding of the priorities and pressures of roles and responsibilities across the business. Organizations should pursue a more human approach delivered through an excellent digital experience. Organizational agility and readiness demand innovation and new methods that make data and analytics available to anyone in the organization, regardless of data competencies, talent and skills. This requires an investment of time and resources. Operating under duress during a crisis such as a global pandemic and achieving business continuity is a challenge for any organization’s skillset, particularly if digital transformation investments did not make it to business areas that needed it most. In fact, Ventana Research asserts that through 2021, one-half of organizations will realize that digital transformation investments have not met the organizational readiness requirements of business continuity, leading to a new focus on innovative digital technologies that more reliably sustain operations. Analytics and data need to be part of that mission. The business continuity imperative requires that organizations make it a priority to examine areas that are often overlooked but that make a meaningful impact on the business and objectives. First on the list should be ensuring that everyone in the workforce — leadership, managers and employees — has a digital experience with data and analytics that’s simple and sophisticated. Organizations should seek to enable effective work engagement by providing information that’s consistent and readily available no matter the channel, whether business applications, collaboration and productivity tools or platforms that facilitate work anywhere at any time of the day. It’s critical that organizations provide a digital experience that exceeds expectations, and this requires providing information that is accurate, relevant and easy to act upon and make decisions. The sustainability of every organization hinges on analytics and data technology investments that enable an impactful and interactive workforce. This, as I have previously discussed, is essential to business continuity and an organization’s overall performance. Building Continuity through Analytics and Data Every organization should start by assessing all short- and long-term efforts related to the digital experience around analytics and data that are critical for business continuity. Furthermore, organizations that haven’t yet unified analytics and data and moved it to the cloud must make this an immediate priority. It’s more difficult to readily access analytics and data when it’s not managed in a unified manner that ensures an acceptable level of resiliency for business continuity. Agility is near impossible if the current approach involves a tangle of spreadsheets and custom applications, but it’s essential to go beyond conventional wisdom. Moving to the cloud is a basic step in digital transformation, but that doesn’t mean that everything will be just fine. We have all witnessed the peril of this mindset. Many current approaches lack agility and require significant process and technology improvements to support excellent digital experiences. Organizations should cultivate technology that enables experiences with analytics and data that generate insights and encourage a more interactive and engaged workforce — whether in the physical world or through applications that provide the place for actions and decisions. Doing this requires more intelligent, streamlined and automated analytics and data processes so responsible parties can focus on areas that need immediate improvement, including the velocity and volume of information to optimize business processes. This level of processing requires artificial intelligence (AI) and machine learning (ML) that can operate in real time to support the engagement through natural language processing (NLP) that can be used for searching and presenting in the manner desired through chat or voice methods. This is why my colleague Dave Menninger asserts that by 2022, more than half of analytics processes will be enhanced by artificial intelligence and machine learning to streamline operations and increase the value that can be derived from data. Success requires more than dashboards; it’s about more than increasing levels of productivity and even sustaining those efforts in best and worst of times and under pressure and over time. Business success is about increasing effectiveness and bringing new value to the workforce itself to gain maximum outcomes. A clear understanding of analytics and data requires a technology platform that works across public and private cloud computing environments — and potentially integrates with virtualized and directly with on-premises systems. To streamline efforts organizations should aim to unify and consolidate an often-broad array of data and analytics tools. Decades of analytics tools and data infrastructure acquisitions have created significant silos and, as a result, disparities and multiple definitions of critical metrics as well as customer and product information. This siloed data infrastructure has been more evident in recent years, especially with data lakes, data marts and data warehouses that operate in public and private cloud environments. Many of these environments do not work in a distributed and interconnected manner and lack the integration and data virtualization needed for analytics. To overcome these challenges, organizations should start anew and focus on the broader value of analytics and data alongside workers, managers and leaders’ requirements. They should look to simplify architectures so they can managed them efficiently and rely on performance and scalability with defined multi-year real and total cost of ownership. Analytics and data should do more than just enhance the productivity of operations. They should provide insights on critical metrics that indicate the health of the business. Furthermore, a portfolio of critical analytics is incomplete without good data governance using data catalogs that inventory these digital assets across all systems that support the need for continuous data and analytics. Organizations also mustn’t neglect basic principles of information management, as data preparation and data integration technologies are essential to ensuring a streamlined process across a multitude of applications and systems in the cloud and on premises. In addition, data architectures should support real-time, event- and message-based architectures that can support analytics needs at the pace at which business operates. Without strong, consistent and clearly communicated policies on digital security for the information of the organization, and especially from analytics and data, the efforts to simplify analytics might just stream those insights to the competition or criminals. Organizations must address these risks with investments in cybersecurity technology. The digital experience of analytics and data can help unify an organization’s efforts to not just sustain continuity but bring new value to the business that exceeds workforce expectations. Optimizing the effectiveness of analytics is more than just a nicety; it’s essential for every organization that looks to make the most of engaging the workforce with actionable insights. An organization’s investment in its analytics and data will determine its success and this is impossible without high-quality, seamless digital experiences. In fact, Ventana Research asserts 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. Organizations must leverage analytics and data to ensure longevity in the operations and effectiveness of the workforce. To maintain business continuity during challenging times, an organization may need to offer flexibility to its customers, partners, suppliers and its workforce. Doing this effectively requires analytics and data to ensure decisions minimize risk and maximize outcomes. This is especially difficult when the digital experience lacks guidance that’s personalized and relevant. Without it, an organization won’t be able to elevate the impact of these essential digital technology investments; I recently discussed why this is a critical part of your mission for business continuity and beyond. Digital Communications is Essential Managing digital experiences requires not just the right insights from analytics and data but ones that are provided through unified communications and collaboration tools that support the experiences in the organization, especially those of your customers. Challenges such as a global pandemic or a natural disaster demand digital communication across a distributed and potentially virtualized workforce; however, crises often shift priorities and engagement can suffer. Being collaborative and responsive in communications is important and organizations must design digital experiences around analytics and data that the entire organization can embrace. This is what organizational readiness and agility — and business continuity — is all about. And this is why we assert that through 2023, one-third of organizations will initiate business continuity planning to realign the priority of technology investments required to operate seamlessly in a distributed and virtual manner in customer, product, supply chain and workforce processes. Organizations must ensure that their digital communication technologies enable collaboration, interoperate with analytics and data tools and provide digital experiences that help engage the workforce and every aspect of work across business processes. Organizations must enable digital collaboration among all parties in the workforce involved in using analytics and data to reduce friction and enable efficient actions and decision-making. This collaboration might be best achieved through conversational computing methods such as intelligent virtual agents (IVA), which are smarter than most pre-programmed bots and can respond intelligently to the needs of the workforce with technologies such as NLP blended with AI and ML. These technologies make it simpler to get insights generated from an organization’s analytics and data investments. Engaging an organization in new, virtual ways is essential to enacting work management methods that best support processes anywhere in the organization. It’s important that an organization rally its digital communications efforts during a crisis such as a pandemic, because effectiveness in business processes requires collaboration across the organization. To be effective and achieve business continuity, organizations should establish best practices and technology that guides improvement to digital experiences, enhancing virtual interactions across the workforce and to the buyers, customers, partners and suppliers. And organizations must keep this axiom of business continuity in mind: Analytics and data must support all types of digitally secure and open communications outside of normal operations, including the necessary contextual collaboration within workforce technology. Digital Experiences Matter Many organizations use analytics as they have over the last three decades — create some metrics on data, place into a chart and put into a dashboard — but few of these applications support a dedicated focus on automating and optimizing the analytics and data lifecycle to generate actionable insights for business. A quality digital experience requires the right technology, which currently we don’t find in the traditional ERP or CRM applications, or even in analytics or historical BI approaches that focus on historical dashboards and visualization. We assert that through 2022, one-third of organizations will decide their analytics need to be replaced because they distract rather than guide actions and decisions to meet goals and objectives. It’s important that an organization make investments into analytics and data that support automated and intelligent digital experiences that include insights that guide priorities and decisions and improve outcomes. Technology vendors historically have focused on presentation and visualization rather than easy consumption and use but this is beginning to change. A modern approach to analytics should be focused on a superior user experience that enables easy collaboration and organizational agility. Organizations must improve by assessing and prioritizing improvements to analytics and data processes to optimize engagement across the entire organization and not just among the data scientists who can interpret them. Using the right technology is foundational to success and creates opportunities for breakthrough potential that far exceeds the visualization tools. Digital experiences that deliver sustainable impact are only possible when an organization is deliberate about the technology it uses to work collaboratively. It’s easier to achieve organizational agility and thus the impact of work with a unified approach to digital communication platforms that are open and secure. True workforce engagement demands organizations consider the human dynamic: Reading and conversation often is far easier to understand and act on than a visualization or series of charts on a screen. In addition, it’s possible to deliver analytics on mobile devices so that the user experience feels similar to reading the news, whether in a car or on the couch. Efforts such as this not only enhance the digital experience but increase potential for an individual to have a positive impact. We assert through 2020, two-third of organizations will realize that siloes across the enterprise of on-premises deployments for business applications and technology such as analytics need to be replaced to operate in a cloud and mobile environment and meet business continuity needs. Organizations should seek to establish a Voice of Analytics (VoA) program with a set of processes and technology that uses workforce feedback and sentiment to gain insights that will optimize the needs and impact of data and analytics. By 2022, only one-quarter of organizations will have a VoA program effective enough to improve digital experiences using analytics. Organizations can better determine sentiment about their approach to analytics by collecting feedback from the workforce at time of use or when individuals want to voice their needs. If an organization is unable to capture and monitor interactions and online feedback from all relevant parties, then it’s probably missing the insights required to effectively improve its analytics and data efforts. Continuous feedback can help increase productivity but, more importantly, the effectiveness of the organization. Additionally, sharing digital feedback such as comments and reviews can instill confidence in workforce that issues are being addressed. Smart Investments Matter Organizations must assess existing investments in analytics and data technology and determine if they can be utilized with applications and systems effectively and if they’re built from a cloud-based platform that supports communications and collaboration. Supporting the “insights-to-action” process is significantly different than supporting traditional reporting and dashboard processes. The right technology includes a platform to support the portfolio an organization needs to facilitate the enterprise and extended chain of potential customers, partners and suppliers who engage in the use of analytics. Investments should do more than automate the delivery of information or the computation of analytics. We at Ventana Research assert that by 2022, more than two-thirds of digital experiences will be redesigned with technology that better engages the organization by using analytics in a more direct and effective manner. Smart investment requires an effective assessment of an array of technology designed for analytics and data. A solid evaluation includes the following questions: Do your technologies support the assembly and personalization of digital experiences from analytics and data across channels and systems? Do you have the analytics processes to optimize experiences and increase engagement? Do you effectively present your analytics with natural language that can be read and searched? Can you manage your analytics and data catalog in a way that enables accessibility and easy processing? Are you able to have digital communications on analytics among relevant parties in the organization so they can collaborate and act on them? Can you monitor and engage your workforce with digital experiences that you can measure to methodically improve outcomes? Are you able to collaborate on specific work tasks with analytics to improve the quality of information and effectiveness of the digital experience? Are you able to assess analytics satisfaction with a VoA program and use feedback to make improvements? A “no” answer to any of these questions indicates risk that could directly impact an organization’s potential with analytics. Every organization, no matter the industry, the number of its employees or the size, has an opportunity to significantly improve its digital experience with analytics and data. It’s critical that an application enable leaders and managers to adequately plan for and respond to short- and long-term needs, from black-swan events to typical business continuity obligations. Organizations are unwise to even consider any investments that aren’t mobile-ready and powered with collaboration methods across the workforce. We assert that by 2022, one-third of organizations will determine that their business applications are not suited to support their business continuity needs due to ineffective collaborative and mobile experiences, which are essential to operate seamlessly in a virtual environment. Every organization must ensure it has technology that can operate on a mobile device and in a remote location, including from the couch and home office. Organizations should be ruthless about these needs and any technology that impairs the digital experience. While organizations have spent significant resources and efforts on digital transformation in the form of automation and efficiency improvements, a far more important consideration is whether those investments provide the desired impact into analytics and data that empower the entire workforce. Next Steps In times of crisis such as the current global health pandemic, when business continuity is a top priority, organizations mustn’t neglect technology investments in the digital experience, especially if this has not previously been a focal point of executive leadership or a team involved with analytics and data-related processes. A superior digital experience demands technology that supports processes that improve productivity, engagement and the overall effectiveness of analytics and data. Leadership that makes smart investments in analytics can have a profound impact on workforce engagement and an organization’s ability to reach expected levels of productivity and performance. Continuous improvement is a shared responsibility across business and IT leadership, and impossible to do without a strategy that optimizes analytics and data. This approach is not about technology for configuring reports or a dashboard, or just providing a method to search for information using natural language. It’s about a dedicated approach to analytics and data that’s focused on digital experiences — which most organizations continue to lack. Antiquated methods such as one-off extensions to a business application or pretty dashboards not designed for the entire workforce certainly don’t provide a modern digital experience. One-off technology approaches can decrease productivity, diminish accountability and increase risk. It is critical that organizations, especially in times of duress, use business continuity as a driver to improve planning for and the intelligent use of analytics- and data-related communications and processes, and thus should examine their investments in technologies. If you are not sure how to approach improving the digital aspects of the analytics and data experience — and thus outcomes— through the lens of business continuity, there are specific steps that every organization should take, similar to the steps outlined in my perspective on the imperative for digital innovation in business continuity. The effective use of digital technologies can help an organization reinvent the digital experience — from the outside in and from the inside out. However, accomplishing this requires the right lens that can support business continuity and not distract from it, which can ensure a more comprehensive approach. We assert that by 2022, after a decade of concerted efforts in digital transformation, one-half of organizations will not have established business continuity as an investment priority and will not be prepared to operate in a future pandemic or crisis, which will lead to increased operational risks. To achieve business continuity, optimize underlying analytics and data processes and technology for your organization’s leadership, management and workforce. This can have an immediate impact on top- and bottom-line results and reflects the priority you place on your digital experience. Once your organization has an effective approach to digitally secure and open communications, along with the right tools for analytics and data, with leadership committed to delivering an optimal digital experience, you can be assured that your organization is built to last. Ensure that existing and future technology investments are designed for effective engagement, not just for automation and efficiency, and is much more than just the digital usage, or the user experience (UX) with analytics and data. Every digital experience matters, as does the internal team in your organization dedicated to analytics and data across departments fulfilling on the processes that support them. The entire executive team — the CEO’s staff, the CMO, CFO, CIO, CCO, COO, CRO, CHRO and the Chief Digital or Innovation Officers— should be aware of the strategy and plans for optimizing analytics and data processes and supporting digital experiences. Organizational leadership needs to ensure they embrace the discipline it entails throughout the organization. The future depends on the active involvement of those who see building sustainable investments as fundamental to business continuity as they engage the workforce to collaborate and act with purpose. Determining your path forward for 2020 and beyond requires an effective strategy and an understanding of how to best sustain the required business continuity for your organization. Make sure you are using analytics and data technology that can truly provide an effective digital experience that’s focused on engagement and sustainable long-term results. Regards, Mark", "image": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/Images/Research_Agendas/Research_Assertions/2020/Business%20Continuity/AP_Biz_Cont_Part_12_Q_200702.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. 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_Effective_Customer_Analytics_Requires_Comprehensive_Data_and_Metrics_Social_Graphic-Horizontal-Quote.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 Challenges in Customer Analytics", "mainEntityOfPage": "https://marksmith.isg-one.com/the-challenges-in-customer-analytics", "datePublished": "22/10/2019", "dateModified": "22/10/2019", "articleBody": "Today’s intense competition requires that companies know as much as they can about their customers in order to anticipate their needs and deliver a superior customer experience. However, many organizations struggle to do this well. Implementing initiatives to improve customer value across any department or process involving customers requires both in-depth visibility into current operations and excellent metrics. Enter the latest Ventana Research benchmark research, on the State of Customer Analytics. This 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. Our analysis of this benchmark research into found the most important goals driving the improvement of customer analytics are developing and improving customer service strategy (61%) and improving the customer experience (58%). To do so, however, requires analytics that can generate data and metrics about the past, present and potential future performance of customer interactions. In pursuit of these goals, businesses collect, track and analyze data from broader and deeper sets of data sources 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 image files. Seeking an advantage, they use analytics across the business to assess customer value, the nature and quality of the customer experience, the effectiveness of interaction-handing processes, contact center performance, compliance with regulations and more. Indeed, customer data is one of the most promising areas for the application of analytics; it can deliver significant value when used to deepen insight, sharpen decision-making and provide alerts when situations require attention from managers or executives. But managing information and the analytics derived from them in pursuit of a competitive advantage is neither a simple nor a trivial undertaking. In our view, organizations’ poor understanding of best practices and functional requirements for analytics creates significant issues in most companies, as do deficiencies in their software and data environments. These hinder their ability to improve control over business processes and make it more difficult for them to choose new technology that can deliver the value they seek. Organizations do indicate they are satisfied with the processes they use to generate customer analytics, with two-thirds of organizations (66%) satisfied. Most organizations said they find it easy (31%) or very easy (19%) to collect the data they need to create useful customer metrics and performance indicators; fewer than one-fifth (18%) said they found it difficult. Despite this, the research identified some significant underlying challenges to customer analytics processes. For example, most organizations spend less time on the analysis of their data than they do on the mundane tasks of preparing that data for analysis. Two-fifths of their time is spent reviewing data (20%) and preparing data for analysis (18%), neither of which yields actionable insights, while less than 10 percent is spent performing advanced analytics (2%), assembling scenarios for analysis (3%) and preparing annotations and charts for presentation (7%). Evaluating how time is allocated in the customer analytics process is critical to being able to make improvements and maximize the value of this investment. The research makes clear that organizations have the best success when customer analytics is a team effort. In almost half (46%) of participating organizations the responsibility for customer analytics lies with a team dedicated to that function; more than half of those teams consist of analysts. Organizations using dedicated teams reported satisfaction with their customer analytics process more often than those relying on their IT organization or using a shared team or individual users. A wide variety of individual skill sets across roles, from analysts to managers, is essential to creating and taking advantage of customer analytics. 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_The_Challenges_in_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": "Dynamic Insights Research on Sales Analytics Guides Innovation, not Evolution", "mainEntityOfPage": "https://marksmith.isg-one.com/dynamic-insights-research-on-sales-analytics-guides-innovation-not-evolution", "datePublished": "04/10/2019", "dateModified": "04/10/2019", "articleBody": "Having effective analytics enables businesses to understand far better than ever before the data they’re collecting, and to do so in greater volumes and more forms. These new capabilities are especially relevant to sales organizations. When applied to sales data, analytics can help sales teams achieve quotas and forecast more consistently, as well as understand the impacts of incentives and maximize the potential of territories, all of which help improve sales performance. These benefits provide the foundation for a business case to adopt analytics tools that generate information to guide actions and decision-making for sales organizations. However, utilizing sales analytics requires a set of data skills that most organizations still find challenging and are thus not fully prepared to support. The efficient access and preparation of data underlies any analytics processes. Over the last five years I have seen evolution in this area, but not much innovation. In most cases the information that analytics provides is too complicated and not contextualized enough for salespeople who are not analytics experts to understand, let alone act on. To better understand these challenges we have launched our Sales Analytics Dynamic Insights research. The research will explore organizations’ experiences with sales analytics initiatives and their attempts to align IT projects, resources and spending with new business objectives. Using concise web-based surveys, the Ventana Research Dynamic Insights platform gathers real-world data while immediately providing research participants with a personalized assessment of their organization’s efforts as well as research- and experience-based advice on potential next steps to improve. Each participant who completes the survey is provided immediate insights to support decisions ranging from prioritizing application and technology investments to what best practices are most relevant to the organization’s efforts. Too often organizations depend on reports from their sales force automation and CRM tools, all of which focus on the past, and do not look to the future. Or they choose to rely on charts that do not explain the information they contain or provide suggestions for improving results. Analytics has great potential to provide insights on sales processes, yet many sales organizations and operations teams are missing out on the improvements that analytics can deliver. We have conducted benchmark research on the next generation of sales analytics to investigate the state of this business technology and identify best practices that organizations can use to improve; we have designed this new research to support and extend those efforts. According to that benchmark research, three in five (58%) organizations say sales analytics is very important to the success of their sales efforts. They most often apply analytics to improve predictability in the sales pipeline, increase the accuracy of the sales forecast and assess sales deals to maximize win potential and minimize missed opportunities. Organizations most often measure overall sales performance by assessing customer revenue (57%), revenue attainment (54%) and quota attainment (51%). Fewer companies measure forecast accuracy (36%) or customer satisfaction (31%), though these also are essential to sales performance. It is clear that organizations take sales analytics seriously, but the research also shows that most do not execute it especially well. More than half (55%) of participants said they are not satisfied with the current process their sales organization uses to calculate analytics; only 30 percent reported that they are satisfied. With so many technological advances to assess, selecting the right tools for analytics can be difficult. Moreover, people charged with that responsibility often don’t understand the best uses of sales analytics or the scope of various user requirements. In addition, for sales analytics to be impactful requires that analysis address not only the pipeline, quotas and territories but also the performance of people in the sales organization and ways to help them be more successful. Utilizing analytics makes it possible for a team to sell to its potential, establishing key sales indicators that span the people and processes of sales organizations. While this may seem obvious, often sales analytics has been relegated to an analytic dashboard and a set of charts that look great but are not actionable until they are translated into prescriptive guidance. For organizations seeking to support the next generation of sales analytics, we advise assessing the data-related processes and tasks that currently support your efforts. Our Dynamic Insights research is designed to help you examine if the analytics in place are comprehensive enough and if they are applied to an appropriate scope of data. The research also provides advice on methods and tools that can help your organization prepare and wrangle the data to suit the formats and needs of sales analytics. Click here to take the survey and here to learn more about our other research efforts. Regards Mark Smith", "image": { "@type": "ImageObject", "url": "https://www.ventanaresearch.com/hubfs/Images/Twitter_Cards/AP/MS/AP_MS_Dynamic_Insights_Research_on_Sales_Analytics_Guides_Innovation_not_Evolution_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 data-hs-allowed="true" src="/_hcms/forms/v2.js"></script> <script data-hs-allowed="true"> var options = { portalId: '2035844', formId: 'fa276fc9-9a16-4673-a644-1fcbedcc3c24', formInstanceId: '5746', pageId: '4167680152', region: 'na1', inlineMessage: "Thanks for subscribing!", rawInlineMessage: "Thanks for subscribing!", hsFormKey: "0333f8784aeab9b89887a4c78862b0f9", css: '', target: '#hs_form_target_module_1552944263900179', contentType: "listing-page", formsBaseUrl: '/_hcms/forms/', formData: { cssClass: 'hs-form stacked hs-custom-form' } }; 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Mark Smith's Analyst Perspectives | embedded analytics