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cyborg report
Executive Report

Cognitive Computing, Part II: Commercial Cognitive Platforms and Services

by Curt Hall

Here in Part II of this Executive Report series on the rise of cognitive computing, we dive into the commercial cognitive products, including cognitive development platforms, domain- and industry-specific cognitive platforms, and cognitive-powered solutions


cyborg summary
Executive Summary

Cognitive Computing, Part II: Commercial Cognitive Platforms and Services — Executive Summary

by Curt Hall

Here in Part II of this Executive Report series on the rise of cognitive computing, we dive into the commercial cognitive products, including cognitive development platforms, domain- and industry-specific cognitive platforms, and cognitive-powered solutions


Cloud CX
Advisor

Cloud CX Management Platforms and Services: Current Use, Future Trends

by Curt Hall

Enterprise solutions providers now offer cloud-based platforms and services to help organizations with their customer experience (CX) management efforts. These platforms can support various CX scenarios, including omni-channel customer engagement, customer behavioral analysis, personalization, social video and messaging (for engaging with customers on social media platforms), customer loyalty, customer satisfaction assessment and measurement, customer intent/journey analysis and visualization, and visual search, among others. In our ongoing survey covering the adoption of CX practices and technologies, we ask organizations about their plans for using cloud CX platforms and services.


Scanning the RPA Vendor Landscape
Advisor

Scanning the RPA Vendor Landscape

by Mohan Babu K

Robotic process automation (RPA) has emerged as a popular technique to automate routine and repetitive human-system interactions across functional domains such as finance, marketing, human resources (HR), and other transaction-processing areas. Adopting such intelligent automation techniques allows businesses to enable efficiencies without major system transformations. Business leaders may find it compelling to invest in RPA tools and resources but should be aware of the foundational work required before rolling out the initial robots. This Advisor surveys the RPA vendor landscape, highlighting intelligent automation adoption across industries with a few user stories.


CCO Role
Advisor

How Standardized Is the Role of the Chief Customer Officer?

by Curt Hall

We are increasingly hearing about the rise of the “Chief Customer Officer” (CCO), who has the position and the authority to ensure that the organization provides a unified and seamless customer journey/experience (CX) across all customer channels. But just how standard is the role of the CCO among organizations? According to preliminary findings from our ongoing CX management survey, current use of CCOs — or someone with an equivalent title formally charged with overseeing the adoption of CX practices into the organization — is relatively popular, with approximately 27% of the organizations we have surveyed indicating that they have made such an appointment.


data
Executive Update

The Synthetic Data Paradigm for Using and Sharing Data

by Khaled Emam, by Richard Hoptroff

Synthetic data provides a privacy protective mechanism to broadly use and share data for secondary purposes. Using and sharing data for secondary purposes can facilitate innovative big data initiatives and partnerships to develop novel analytics solutions. This Executive Update provides an overview of the use cases for synthetic data, how to generate synthetic data, and some legal considerations associated with synthetic data’s use.


Smart automation
Advisor

The Era of Smart Automation

by Aravind Ajad Yarra

We can characterize the fourth stage of automation, smart automation, by intelligence embedded across customer channels (stores, call centers, websites, etc.), processes, systems, and platforms. Smart automation builds on the previous stages and uses intelligent means to bring automation to all aspects of a business value chain, from customer experience (CX), worker experience, internal processes, and operations to partner collaboration, covering all types of systems. As we explore in this Advisor, however, it is important that smart automation design carefully consider the subtle interplay between humans and machines to understand the nuances of those activities humans are good at and those for which machines are efficient and reliable.


Figure 1 — What potential do you think AI holds for facilitating CX practices?
Advisor

How Will AI Affect Customer Experience?

by Curt Hall

Industry proponents have been pushing the idea that artificial intelligence (AI) is set to have a major impact on customer experience (CX) practices. But how do end-user organizations feel about AI’s potential for facilitating CX? After all, they are the ones who will or will not utilize the technology. In this Advisor, we share some initial results from our ongoing CX management survey offer some insight into organizations’ attitudes toward AI’s potential impact on CX practices.