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Case Study

Lowe’s Is Betting on AI To Drive Customer Experience, Optimize Multiple Processes

Data to Decisions
Customer Story Spotlight Lowe’s has laid the groundwork and is starting to leverage artificial intelligence (AI) throughout its operations, including instore experiences across multiple channels and back-end supply chain processes. The plan is to invest in…
Larry Dignan
Open Research

Constellation Research's Q3 2024 AI Survey

Data to Decisions
Executive Summary Over the past year, generative artificial intelligence (GenAI) has ushered in a new era of automation and productivity. Almost every business leader can see the impacts and disruption ahead. Organizations will need digital tools adoption, AI skills training,…
R Ray Wang, Hannah Mason
Big Idea

Why Every Organization Needs To Rethink Its Growth Strategy in the Age of AI

Data to Decisions
Executive Summary Nearly all industries are being disrupted by multiple factors these days. Big changes such as the shifts to subscription/retention economic models, the impact of AI, and the need to deal with rising costs have necessitated a new perspective on growth. No…
Martin Schneider
Case Study

Scotts Miracle-Gro: How CX and UserTesting Drive Omnichannel Revenue

Data to Decisions
Customer Story Spotlight Scotts Miracle-Gro’s three-year strategic plan aims to drive an average of 3% annual growth, with retail expansion and direct-to-consumer channels playing a big role. Consumer and user experience at the world’s…
Larry Dignan
Case Study

How Rivian Data, AI, and a Software-Defined-Vehicle Strategy Is Paying Off

Data to Decisions
Customer Story Spotlight Rivian has new models planned and a $5 billion partnership with Volkswagen Group that may enable the electric vehicle maker to emerge as a top software-defined vehicle provider. The journey for Rivian’s integrated vehicle stack…
Larry Dignan
Case Study

Ian Cole’s CX Mission at Give Kids The World Village: ‘Do Amazing Things’

Data to Decisions
Customer Story Spotlight For Ian Cole, chief innovation officer of Give Kids The World Village (GKWV), returns on technology investments are measured in smiles. GKWV is an 89-acre nonprofit “storybook” resort in Kissimmee, Florida, that…
Larry Dignan
Case Study

How Virginie Nowak blended employee and customer experiences at Access Bank

Data to Decisions
Customer Story Spotlight Virginie Nowak, Group Chief Customer Experience Officer at Access Bank PLC, had an interesting problem to solve: How do you maintain and improve customer experience (CX) at a bank with multiple touchpoints and employee turnover in an emerging…
Larry Dignan
ShortList

Constellation ShortList™ Digital Transformation Target Platforms

Data to Decisions
About This Constellation ShortListâ„¢ A digital transformation target platform is an enterprise-class suite of technology capabilities aimed at addressing most of the needs of organizations that are reorganizing around strategic new digital products…
R Ray Wang
Big Idea

Achieving Digital Transformation With Intelligent Document Automation

Future of Work
Executive Summary One of the largest opportunities for digital transformation is the digitization of customer communications and document automation. Most organizations have been stymied by a patchwork of bespoke systems and legacy architecture traversing manual processes…
R Ray Wang
Big Idea

The Urgent Case for a Chief AI Officer

Data to Decisions
Executive Summary With artificial intelligence (AI) projects all the rage, organizations must make a strategic determination to create a new CxO role, at least at a functional level if not at a title level. This decision should not be made lightly, however. Although the chief…
Andy Thurai, R Ray Wang
Trends

Connecting Experiences From Employees to Customers

Data to Decisions
Executive Summary The contact center feels as though it is trapped in an almost constant state of change and evolution. Just as the throes of the pandemic-induced shift in work have calmed, work has changed yet again as hybrid models take hold and teams manage the people,…
Liz Miller
Big Idea

Time for Software Architecture to Catch Up With the Event-Driven World

Data to Decisions
Executive Summary This Constellation Big Idea report examines the evolution of enterprise architectures and how they have evolved over time. It delves into the details of the most recent approach, event-driven architecture, and discusses its advantages. The report concludes…
Holger Mueller
Trends

ChatGPT: Hype or the Future of Customer Experience?

Data to Decisions
Executive Summary Although generative artificial intelligence (AI) has been around for some time, OpenAI’s ChatGPT has captured the hearts and minds of the general population by highlighting tangible possibilities of what AI can accomplish in both the…
Liz Miller, R Ray Wang
Best Practices

The New Digital Assets Imperative for CIOs in the Public Sector

Digital Safety, Privacy, and Cybersecurity
Executive Summary CIOs in the public sector today have momentous decisions to make as innovative new digital assets managed within blockchains and distributed ledgers become a vital part of the future of financial systems and government services as they create brand-new…
Dion Hinchcliffe
Offering Overview

IFS ERP Cloud Delivers Moments of Service

Future of Work
Executive Summary Enterprises emerging from the worst of the COVID-19 pandemic seek greater flexibility and more automation in their enterprise resource planning (ERP) solutions. Leaders need to easily access data, enable self-service capabilities, and intelligently automate…
R Ray Wang
Offering Overview

Oracle Continues to Lead in Cloud ERP

Future of Work
Executive Summary Enterprises emerging from the worst of the COVID-19 pandemic seek greater flexibility and more automation in their enterprise resource planning (ERP) solutions. Leaders need to easily access data, enable self-service capabilities, and intelligently automate…
R Ray Wang
Premium Research

Hybrid Work in 2023

Data to Decisions
Introduction Without question, the work environment became more challenging in 2022. Hybrid work—the orchestration of work between in-office and work-from-home environments—has become both a powerful enabler and a critical challenge for…
Holger Mueller
Offering Overview

Unit4 Transforms From ERP to People Experience Suite

Matrix Commerce
Enterprises emerging from the worst of the COVID-19 pandemic seek greater flexibility and more automation in their enterprise resource planning (ERP) solutions. Leaders need to easily access data, enable self-service capabilities, and intelligently automate processes. The most…
R Ray Wang
Offering Overview

Microsoft Dynamics 365 Commerce and Microsoft Cloud for Retail

Matrix Commerce
This Offering Overview examines Microsoft’s Dynamics 365 Commerce and Microsoft Cloud for Retail in the all-in-one commerce clouds market. It includes a model of the 20 steps to the perfect order, the key trends in a post-pandemic world, and a list of…
R Ray Wang
Offering Overview

Oracle Visual Builder Raises the Standard for Enterprise Application Platforms

Matrix Commerce
At a Glance This report provides an overview of Oracle’s Visual Builder platform, which allows Oracle customers to extend and integrate Oracle Cloud Infrastructure (OCI) applications as well as build their own automation capabilities. Oracle Visual…
Holger Mueller
Offering Overview

HCL Commerce

Matrix Commerce
This Offering Overview examines HCL’s Commerce Cloud in the all-in-one commerce clouds market. The report includes a model of the 20 steps to the perfect order, the key trends in a post-pandemic world, and a list of attributes buyers should consider when…
R Ray Wang
Offering Overview

Adobe Commerce

Matrix Commerce
Executive Summary This Offering Overview examines Adobe Commerce in the all-in-one commerce clouds market. The report includes a model of the 20 steps of the perfect order, the key trends in a post-pandemic world, and a list of attributes buyers should consider when selecting…
R Ray Wang
Offering Overview

Salesforce Commerce Cloud

Matrix Commerce
At a Glance This Offering Overview examines Salesforce Commerce Cloud in the all-in-one commerce cloud market. The report includes a model of the 20 steps of the perfect order, the key trends in a post-pandemic world, and a list of attributes buyers should consider when…
R Ray Wang
Trends

What ERP Users Want in 2023

Matrix Commerce
Executive Summary Enterprises emerging from the COVID-19 pandemic seek greater flexibility and more automation in their enterprise resource planning (ERP) systems. Leaders need to easily access data, enable self-service capabilities, and intelligently automate processes. The…
R Ray Wang