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The big events by the major vendors in Autumn 2016 have been marked by the focus on using IoT to add ‘value’ in different deployments. The delivered ‘value’ usually is on the basis of the traditional IT Back Office model of using Technology for cost and efficiency improvement. However, IoT is an opportunity to create a Front Office revolution in customer interactions and satisfaction to the benefit of increased revenue at reduced sales costs. A point that under pins the much discussed transformation of the Digital Services economy.

As one of the judges for Constellation’s Supernova Awards for Digital Marketing, I had to cast my final vote a few weeks ago and it was a difficult decision with the caliber of finalists we had.

Shopping: It’s a Love or Hate Relationship.

Most people seem to have a love or hate relationship with the act of shopping.  It could be as simple and mundane as basic grocery shopping that happens to be a weekly necessity for those of us who believe in Maslow’s hierarchy of basic needs where food and safety are part of the foundation. On the other hand, it could be as complex and time-consuming as buying enterprise technology.


Microsoft is claiming a victory on a major battleground in the AI arms race—speech recognition. The company's research arm says it has created a speech recognition system that performs on par with professional human transcriptionists. Here are the key details from ...

In a follow up move to its announced partnership from May this year, Microsoft and SAP extended their partnership to the HR area, something that could have been expected, but was not necessarily a given when considering the complex multi-vendor landscape both on the SaaS and the IaaS landscape.

As digital transformation efforts take center stage, the requirements for the convergence of digital and analog disciplines drastically increase. Ad tech, artificial intelligence (AI), content and data management, Internet of Things (IoT), and mass personalization at scale – all of these new and changing technologies require companies to adopt digital experience integrated solutions to effectively implement disruptive programs to shake up their industries.

Field Service Management provides the best capabilities to help employees serve customers. Field customer service occurs when resources or services are deployed onsite at a client. Field service management software enables companies to be flexible and nimble when providing service. These offerings are great at detecting problems before having to send someone to repair or fix a customer’s issue. In the event they must send someone, they can communicate in real-time with customers, provide on-site information about products and repair issues while offering relevant and timely service.

Constellation Research is launching a new program, and I’m happy to share that the vendors that have been listed on the Constellation ShortList™ for Customer Service and Contact Center Software. The program offers buyers of technology a list of offerings to consider in their pursuit of digital transformation to provide the best capabilities to drive leading customer service.

Zenefits has left the troubles of the past – behind. The recent troubled past of Zenefits seems to have made its transition to the history books, clients and prospects present at the event were not concerned about the colorful, recent past of the vendor. That’s a major step forward and allows Zenefits to move on, and the vendor did exactly that with the release of Z2, the 2nd release of the Zenefits system.

Constellation’s AstroChartTM for Business Trends provides market leaders and fast followers a visual guide to business trends and their adoption.  The vertical access rates adoption from mainstream to early adopters to bleeding edge.  The horizontal access estimates the impact on an organization’s business model. from incremental to disruptive to logarithmic.   The intent of an AstroChartTM is to move beyond both the hype and constraints of a 2 x 2 grid.