Mark Smith's Analyst Perspectives

The age of digital communication platforms is upon us. The need has never been greater for an open and secure platform that satisfies the demand for enterprise-grade business and technology requirements. Overcoming today’s technology challenges is possible with a next-generation cloud-based delivery model that is both extensible and reliable. Organizations considering a digital communication platform can take decisive steps to ensure digital communications for everyone — inside, outside, everywhere, anytime, any location and on any device.

Topics: Customer Experience, Business Continuity, Contact Center, Digital transformation, Digital Business, Digital Communications, Experience Management

To maximize the value of the workforce and the work conducted, organizations need to increase the effectiveness of workers assigned to critical, interrelated tasks. Doing so requires a commitment to planning the best use of workers and resources. Failing to do so can limit an organization’s ability to reach essential milestones and complete work related to business processes with customers, partners and across the supply chain.

Topics: Business Continuity, Operations & Supply Chain, Digital transformation, Digital Business, Work Management

As the pace of digital innovation has accelerated, many organizations have found it harder to manage the portfolio of work conducted by the workforce to ensure timeliness and mitigate the risk of increased costs and resources. The challenges in managing the work related to project plans are not only to ensure the timeliness in performing and tracking the individual tasks and activities every single moment of the day, but also having the intelligence to adjust and guide all future work. The advent of work management is a systematic approach to prioritizing work and optimizing resources to perform at the desired levels. It requires dedicated applications designed to continuously monitor and streamline activities and processes in ways traditional spreadsheets and project management systems cannot. Ventana Research asserts by 2024, one-third of organizations will deem existing project management and work experiences ineffective to engage or motivate the workforce to be productive.

Topics: Business Continuity, Operations & Supply Chain, Digital transformation, Digital Business, Work Management

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.

Topics: Customer Experience, Voice of the Customer, embedded analytics, Analytics, Business Intelligence, Cloud Computing, Contact Center, Data, Digital Technology, Operations & Supply Chain, Enterprise Resource Planning, Digital transformation, natural language processing, AI and Machine Learning, continuous supply chain, agent management, Digital Business, Experience Management, Customer Experience Management, Field Service, Process Mining, Streaming Analytics

Strategic planning has always been difficult. But it is even more so in this age of rapid digital transformation and the pressure of business continuity, which has introduced disruptive changes. What’s needed, ironically, is a methodical approach to how an organization manages strategic planning to allow for beneficial disruption that is not avoidable, balancing finance and operations, engaging existing expertise and factoring in technology to ensure that new initiatives can be strategically aligned to the goals and aspirations of the organization. In essence, the essential foundation for performance management is planning that can ensure its alignment or optimization in order to reach strategic objectives.

Topics: Performance Management, Business Continuity, Digital transformation, Digital Business, Digital Security, Digital Communications, Experience Management

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.

Topics: Customer Experience, Analytics, Internet of Things, Digital Technology, blockchain, natural language processing, Conversational Computing, AI and Machine Learning, collaborative computing, mobile computing, extended reality, robotic automation

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.

Topics: Continuous Planning, Analytics, Price and Revenue Management, Digital Technology, Operations & Supply Chain, Enterprise Resource Planning, Conversational Computing, AI and Machine Learning, collaborative computing, continuous supply chain, work experience management

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.

Topics: Customer Experience, Human Capital Management, Marketing, Office of Finance, Operations & Supply Chain, Digital Business, Work Management

We are happy to share some insights about Innovit MDM drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Topics: Marketing, Data Governance, Data, Product Information Management, Price and Revenue Management, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, continuous supply chain, data operations

We are happy to share some insights about Viamedici EPIM drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

Topics: Marketing, Data Governance, Data, Product Information Management, Price and Revenue Management, Digital Commerce, Operations & Supply Chain, Enterprise Resource Planning, continuous supply chain, Office of Sales, data operations