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Customer Story

Vendor Deep Dive: Hitachi Digital Services Strategy

Data to Decisions
Hitachi Digital Services is looking to leverage its ability to integrate operations technology (OT) and information technology (IT), combined with industry domain knowledge, data, and artificial intelligence.
Larry Dignan
Customer Story

Boomi World 2025: Lessons From Early AI Agent Efforts So Far

Data to Decisions
Artificial intelligence (AI) agent projects are just starting, and many are in the proof-of-concept stage. What's clear is that your boardroom is about to ask for an agentic AI plan, if it hasn't already. With that backdrop, we dropped in on Boomi World 2025 to get a feel for emerging best practices and what enterprises are doing in agentic AI.
Larry Dignan
Market Overview

Customer Success Is an All-Season Sport

Next-Generation Customer Experience
Executive Summary Recent developments in how organizations engage with their customers, predicated on customer demands as well as advancements in generative and agentic artificial intelligence (AI), are forcing the hand of vendors and practitioners alike when it comes to…
Martin Schneider
Case Study

Accelerating Digital Transformation and AI Adoption With FICO Platform

Data to Decisions
At a Glance Facing a massive transition to open banking in Brazil, enterprises with risk and fraud offerings shed their legacy systems in the country. By partnering with FICO to deliver an artificial intelligence (AI) decisioning platform—FICO Platform—they were able to…
R Ray Wang
CR Pulse

Sales Force Automation: Salesforce

Matrix Commerce
Market Description Sales force automation (SFA) solutions focus on documenting and addressing the entirety of the sales process—automating and recording the specific stages, actions, and outcomes of the process as a means to improve productivity of the sales…
Martin Schneider
Quarks

Content, Engagement, and the Chaos in Between

Data to Decisions
Executive Summary What If You Could Manufacture Opportunity? This is not to ask what if you could manufacture campaigns. Instead, this is to ask if we could think about manufacturing opportunity the same way we might think about manufacturing a jar of pickles. Simply: Yes…
Liz Miller
ShortList

Constellation ShortList™ Cross-Platform Agentic AI

Data to Decisions
About This Constellation ShortListâ„¢ Constellation Research estimates $8.2 billion in revenue with a $109.74 billion market for cross-platform agentic AI by 2030, growing at a 67.9% CAGR. This category spans what is known as bots, agents, and advisers…
R Ray Wang
Best Practices

The Case for Data Centers Is Alive and Well in 2025

Data to Decisions
Executive Summary This Constellation Best Practices report lays out the reasons why enterprises are operating and will continue to operate on-premises, on their own hardware, and in their own (or rented) data centers. The report highlights the drivers for on-premises IT,…
Holger Mueller
CR Pulse

Customer Success Software: Gainsight

Next-Generation Customer Experience
Market Description The core tenets for customer success solutions remain focused on automating postsale processes leading up to managing renewal—and, in some cases, expansion—revenue opportunities. Customer success software differs from…
Martin Schneider
Best Practices

AI Roadblocks in CX and How To Thrive Because of Them

Data to Decisions
Executive Summary The excitement about beginning a grand adventure with artificial intelligence (AI) is undeniable. As Constellation Research has recently documented,  AI is not just a C-suite transformational project or a functional experiment: AI is a board-level…
Liz Miller
Big Idea

AI and Composability Continue To Shape Midmarket CRM’s Future

Data to Decisions
Executive Summary The midmarket customer relationship management (CRM) sector is in a state of flux. Although it is still important to offer the core marketing, sales, and customer support functionality endemic to midmarket CRM deployments, customer expectations are evolving…
Martin Schneider
Big Idea

Exponential Efficiency in the Age of AI

Data to Decisions
AI Will Dominate the Boardroom Agenda, Yet Only a Privileged Few Can Pay for It Senior executives and policy wonks seek to understand how artificial intelligence (AI) will transform businesses, societies, and economies. Advancements in cloud computing, Internet of Things (IoT…
R Ray Wang
Case Study

FarmaMondo Future-Proofs Infrastructure to Deliver Medicine Globally

Data to Decisions
Customer Story Spotlight When your company is responsible for delivering licensed and unlicensed medicines across five continents, it’s critical to have resilient infrastructure. FarmaMondo is a Swiss pharmaceutical group that provides patients access to…
Larry Dignan
Trends

AI Trends for 2025 and Beyond

Data to Decisions
Executive Summary Artificial intelligence (AI) dominated boardroom discussions across 2024 as business leaders looked to capitalize on the buzz. But 2025 will prove to be a critical year for bringing AI into production. There are early warning signs that these experiments may…
Liz Miller, R Ray Wang
CR Pulse

Midmarket CRM Suites: Zoho

Next-Generation Customer Experience
Market Description Customer relationship management (CRM) is a set of applications and platforms that enables organizations to manage relationships by optimizing key customer experience (CX) business processes such as campaign to lead, lead to order, incident to resolution,…
Martin Schneider
ShortList

Constellation ShortList™ Unified Communications as a Service (UCaaS)

Future of Work
About This Constellation ShortListâ„¢ UCaaS represents a comprehensive engagement infrastructure with native channel and collaboration applications to provide a more sophisticated cloud-delivered modern, digital communications platform.. Increasingly,…
Liz Miller
ShortList

Constellation ShortList™ Conversational AI

Data to Decisions
About This Constellation ShortListâ„¢ Conversational AI platforms simulate human conversation, enabling self-service and intelligent digital interactions between humans and machines. In early applications, rudimentary chatbots were the earliest use…
Andy Thurai, Liz Miller
ShortList

Constellation ShortList™ Enterprise Low-Code Tools and Platforms

Future of Work
About This Constellation ShortListâ„¢ A low-code tool or platform allows application developers to create software solutions with minimal skill and effort. For the purposes of this list, a low-code tool is distinct from a low-code platform if…
Holger Mueller
ShortList

Constellation ShortList™ Digital Adoption Platforms

New C-Suite
About This Constellation ShortListâ„¢ The universe of applications and websites that people use to work and live continues to grow dramatically, creating challenges to adoption and usability. Learning how to efficiently use them all has become a top…
R Ray Wang
ShortList

Constellation ShortList™ Field Service Management

New C-Suite
About This Constellation ShortListâ„¢ A specialized type of customer service, field service involves technicians repairing or servicing products in service centers or on customer sites. Field service management (FSM) software helps to…
R Ray Wang
ShortList

Constellation ShortList™ Microsoft End-to-End Service Providers

Data to Decisions
About This Constellation ShortListâ„¢ The rise of mega-vendors and the complexity of managing them are driving customers to seek service providers that can deliver on end-to-end vendor capabilities. Microsoft’s market…
R Ray Wang