Analyst Perspectives

When considered at all, unintended consequences are expected to be negative. As enterprises and institutions rush to adopt artificial intelligence and generative AI, the focus is on the potentially unforeseenand unforecastableunfavorable outcomes. However, one very likely positive impact of AI investments in business computing is the near-effortless availability of consistently reliable data for whatever task is at hand. This is coming about because of the need to have large, relevant data...

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Topics: Office of Finance, Analytics, Business Planning, digital finance

The subscription and recurring revenue business models became a significant part of the economy this century with the advent of streaming services for entertainment and software as a service. They have grown in popularity because they enhance customer lifetime value by evolving what had previously been a one-time-sale relationship into a delivery of ongoing services, which can create a more loyal customer relationship as well as provide a regular, more predictable revenue stream.

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Topics: Office of Finance, ERP and Continuous Accounting, digital finance, Consolidate and Close Management

Field service is an often-overlooked area of the service equation, in part because managing its operations involves tools and activities outside of normal contact center models. Field service has a communications component, which is partly handled by contact centers. However, the bulk of field service management activity has to do with organizing the work of technicians and dispatchers. It also requires constant attention to informational resources about products, assets, locations, real-time...

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Topics: Customer Experience, Contact Center, Field Service, Generative AI, Augmented Reality, AR

The evolution from basic task automation platforms to advanced task orchestration and management marks a milestone in the journey toward Intelligent Automation. Task automation platforms initially enabled enterprises to automate repetitive tasks, freeing valuable human resources for more strategic activities. However, as the need for seamless coordination of multiple automated tasks becomes increasingly apparent, enterprises are transitioning toward orchestration approaches that enhance...

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Topics: Digital Technology, RPA, Generative AI, Intelligent Automation, Orchestration, Bot

Doing more with less is the defining characteristic of finance and accounting departments in midsize enterprises, which ISG research defines as organizations with between 100 and 999 workers. One frustrating truth confronting executives in these organizations is that, once their company stops being a small business, it has many of the same challenges that large enterprises face but with fewer resources to deal with them. Over the past two decades, advances in information technology have had the...

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Topics: Office of Finance, Business Planning, ERP and Continuous Accounting, natural language processing, digital finance, Generative AI, Procure-to-Pay, Consolidate and Close Management

I previously explained that data observability software has become a critical component of data-driven decision-making. Data observability addresses one of the most significant impediments to generating value from data by providing an environment for monitoring the quality and reliability of data on a continual basis. Maintaining quality and trust is a perennial data management challenge, the importance of which has come into sharper focus in recent years thanks to the rise of artificial...

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Topics: AI, data operations, Machine Learning Operations, Analytics and Data

I recently attended Infor’s Velocity Summit, designed to showcase the latest versions of its CloudSuite ERP software. Also center stage were Infor’s advances in artificial intelligence and process mining as well as its environmental, social and governance application and supply chain optimization enhancements.

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Topics: Office of Finance, ERP and Continuous Accounting, natural language processing, digital finance, Sustainability Management, AI & Machine Learning, Continuous Supply Chain & ERP, Generative AI

Software providers have identified “openness” as a key consideration for contact center buyers. Since there is no generally accepted rule about what makes a system open, it makes sense for us to examine what components contribute to that quality, and why it should be thought of as a good thing.

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Topics: Customer Experience, Contact Center, Generative AI

The adoption of cloud environments for analytic workloads has been a key feature of the data platforms sector in recent years. For two-thirds (66%) of participants in ISG’s Data Lake Dynamic Insights Research, the primary data platform used for analytics is cloud based. Many enterprises adopted cloud-based analytic data platforms with a view to improving operational efficiencies by reducing the need for upfront investment in physical infrastructure as well as the ability to scale cloud services...

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Topics: data operations, data platforms, Analytics and Data

Artificial Intelligence and generative AI are beginning to change how enterprises do many things, especially planning and budgeting. This technology has the potential to significantly redefine the mission of the financial planning and analysis group. It will do so by substantially reducing the time spent on the purely mechanical aspects of day-to-day tasks. AI is also making it easier for executives and managers to rapidly forecast, plan and analyze to promote deeper situational awareness and...

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Topics: Office of Finance, Analytics, Business Planning, Workforce Management, digital finance, Revenue Management, AI and Machine Learning
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