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ShortList

Constellation ShortList™ Infinite Connectivity Vendors

Data to Decisions
About This Constellation ShortList™ We live in the era of Infinite Computing, in which computing resources (compute, storage and network) are becoming infinite for all practical purposes. The consequence is a massive shift in business best practices, or even their…
Holger Mueller
ShortList

Constellation ShortList™ Configure Price Quote (CPQ)

Marketing Transformation
About This Constellation ShortListâ„¢ Configure, price, quote (CPQ) software automates the quote-to-close process while providing an optimized experience to customers. These tools make it possible to configure products and offerings, help improve…
Liz Miller
ShortList

Constellation ShortList™ Contact Center Workforce Engagement Management (WEM)

Marketing Transformation
About This ShortList Workforce Engagement Management (WEM) represents a suite of tools curated to empower, encourage, engage and manage the workforce across the customer service spectrum from contact center agents to supervisors and management. These tools sit squarely at…
Liz Miller
ShortList

Constellation ShortList™ Social Engagement Platforms

Marketing Transformation
About This Constellation ShortListâ„¢ Misinformation, political agendas, transparency and questionable business practices have changed how consumers view social media channels, increasing the importance of how brands craft social strategies as…
Liz Miller
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
CR Pulse

Revenue Platforms: Openprise

Data to Decisions
Market Description The revenue platforms sector continues to be a crowded one, even as consolidation begins to enter into the equation. Although these solutions started out as tools for improving on the foundational limitations of legacy sales automation systems, they have…
Martin Schneider
CR Pulse

Revenue Platforms: Gong

Data to Decisions
Market Description The revenue platforms sector continues to be a crowded one, even as consolidation begins to enter into the equation. Although these solutions started out as tools for improving on the foundational limitations of legacy sales automation systems, they have…
Martin Schneider
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
News Analysis

Adobe Creates Ethical, Responsible AI Offerings

Data to Decisions
Executive Summary A few select software vendors are taking a thoughtful approach to ethical and responsible generative artificial intelligence (GenAI) offerings, and Adobe is one of them.  With its set of GenAI offerings, first introduced in March 2023, Adobe is…
Andy Thurai
CR Pulse

B2B Marketing for the Enterprise: HCL Unica

New C-Suite
Market Description  AI-powered B2B marketing automation tools have transformed the industry by delivering highly personalized, targeted, and creative customer journeys. These tools, especially beneficial for larger enterprises, leverage AI to segment data, identify…
Liz Miller
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
CR Pulse

B2B Marketing Automation for the Enterprise: Adobe Marketo Engage

New C-Suite
Market Description  AI-powered B2B marketing automation tools have transformed the industry by delivering highly personalized, targeted, and creative customer journeys. These tools, especially beneficial for larger enterprises, leverage AI to segment data, identify…
Liz Miller
Market Overview

Revenue Platforms: AI and Focus on Full Journey Are Changing the Game

New C-Suite
Executive Summary The revenue platforms market continues to evolve rapidly. This is due to several factors—namely that most businesses are continuing to transform their business models to better support a “retention-focusedâ€&…
Martin Schneider
ShortList

Constellation ShortList™ Customer Success Software

Marketing Transformation
About This Constellation ShortListâ„¢ Perspectives on customer success have been evolving over the past several years. As we find ourselves more entrenched than ever in the “retention” and â€&#156…
Martin Schneider
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
Offering Overview

Quadient Impress Delivers All-in-One Intelligent Document Automation

Marketing Transformation
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

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
Vendor Profile

Intuit’s Bet on Data, AI, AWS Pays Off Ahead of Generative AI Transformation

Data to Decisions
Customer Story Spotlight Intuit may be the best example of the need to have a data strategy before tackling generative AI. The company, which has had to adapt to technology and economic shifts for 40 years, realized five years ago that data and AI would be fundamental to its…
Larry Dignan
Premium Research

CVS Health’s Transformation Rides on Data, AI and Customer Experiences

Data to Decisions
Customer Story Spotlight CVS Health has big plans to deliver health care to consumers across multiple touch points. Still, its success will depend on how it leverages data across its multiple touch points to deliver good customer experiences. CVS Health aims to improve…
Larry Dignan