Data Analytics & Digital Technologies

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Strategic advice & alerts to leverage data analytics & new technologies

Leverage data and the technologies that generate it, from IoT to AI/machine learning, wearables, blockchain, and more, to improve decision-making, enrich collaboration and enable new services.

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AI and Intelligent Robotics

AI and Intelligent Robotics: Beyond Automotive and Manufacturing

by Curt Hall

The field of robotics has benefited considerably from advances in various artificial intelligence (AI) technologies — most notably deep learning neural networks, computer vision, intelligent guidance and control systems, and voice and speech recognition. The biggest advances are being realized from developments in deep learning algorithms and machine vision technologies, which are allowing the creation of robots featuring advanced autonomous navigation and intelligent object recognition capabilities.

customer service
Executive Update

CX Management in the Enterprise, Part II: Budgeting for Initiatives and the Rise of the CCO

by Curt Hall

Here in Part II of this Executive Update series on customer experience (CX) management, we look at survey findings covering budgeting trends for CX initiatives and the status of the “chief customer officer” (CCO) in the enterprise.

Designing Decision Support Systems

Designing Modern Data-Driven DSSs and BI

by Ciara Heavin, by Daniel Power

Although recent advances in computing user interfaces for decision support tools make the tools much easier to learn, understand, and manipulate, some decision makers may be reluctant to adopt and use a new decision support tool. Potential users with greater IT knowledge and expertise often find it easier to learn new systems than those who are infrequent users and hence lack knowledge and expertise. Thus, developers should strive to build a decision support capability that targets potential users, matching the design to user needs, abilities, and skills.

Employee CX

Trends in Employee CX Development Training and Use of Outside CX Experts

by Curt Hall

According to our latest research, one of biggest issues impeding organizations from carrying out their customer experience (CX) management initiatives is a lack of CX professionals within the organization. So how are organizations meeting or planning to meet their CX implementation needs?

Executive Update

Big Data and NoSQL: Business Opportunities Beyond Storage and Retrieval

by Bhuvan Unhelkar

Understanding data storage requires under­standing data. Data sources, data types, storage sophistication, the structure and format associated with data, volume and velocity, meaningful processing, and, eventually, presentation of the results are all aspects of understanding data. Coupled with security, privacy, and quality, these factors play a pivotal role in delivering business value. This Executive Update investigates the relevance of NoSQL databases in providing business value.

Synthetic data

Beyond De-Identification: The Synthetic Data Solution

by Khaled Emam, by Richard Hoptroff

An ongoing challenge with big data and other secondary analytics initiatives is getting access to data. This Advisor describes a risk-based approach to de-identification, in which the data is transformed and administrative and technical controls are put in place.

Customer experience

A Path to Better Organizational Customer Experience?

by Curt Hall

For most organizations that have deployed customer experience (CX) practices and technologies, it is still too early to tell if their efforts have actually allowed them to deliver a better customer experience. However, for approximately 31% of the organizations that have deployed CX practices and technologies, their initial efforts appear to be paying off. These findings come from the preliminary results of an ongoing CX management survey we are conducting.


The Digitalization of Infectious Disease: Preventing Biological Threats in the Sky

by Michael Gleeson

Michael Gleeson discusses how public health agencies and emergency managers can leverage the digitization of contact tracing of airline passengers at risk from a biological outbreak. He outlines the increased risk of infection and spread, facilitated by the increased numbers of airline passengers globally. A global framework to prepare for and respond to a biological threat, natural or otherwise, spread via air travel, can be achieved through the digitization of contact tracing using a collaborative approach among the airline industry, public health agencies, and EM practitioners. Identifying and locat­ing at-risk passengers in a fast and efficient manner is paramount to limiting contagion spread.