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How Wayfair’s Tech Transformation Aims to Drive Revenue While Saving Money

Data to Decisions
Customer Story Spotlight Wayfair saw breakneck growth three years ago and an ensuing hangover that required a focus on operating margins and execution, but a technology transformation has the company thinking big again. The to-do list: build out a flexible technology…
Larry Dignan
Premium Research

How Baker Hughes Used AI and LLMs for ESG Materiality Assessments

Data to Decisions
Customer Story Spotlight Baker Hughes’ Marie Merle Caekebeke, Sustainability Executive – Strategic Engagement, was initially skeptical about AI.  Now she’s thinking next phases and leveraging AI to make ESG more…
Larry Dignan
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
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JPMorgan Chase: Digital Transformation, AI and Data Strategy Sets Up Generative AI

Data to Decisions
Customer Story Spotlight JPMorgan Chase will deliver more than $1.5 billion in business value from artificial intelligence and machine learning efforts in 2023 as it leverages its 500 petabytes of data across 300 use cases in production. "We've always been a data-driven…
Larry Dignan
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How Home Depot Blends Art and Science of Customer Experience

Data to Decisions
Customer Story Spotlight Home Depot has transformed customer experiences with multiple technology and productivity projects that touch the supply chain, retail stores and associates working the floor, but few have delivered the quick returns of Sidekick. At Home Depot's…
Larry Dignan
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
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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
Case Study

Secil Automates With Neptune DXP

Future of Work
Secil was founded in 1918, operating a small natural cement plant that had been in service since 1904. In 1930 Secil underwent a major merger with Companhia Geral de Cal e Cimento. The merger shaped the existing group of almost 40 companies that currently operate in…
Holger Mueller
Case Study

Relationship Marketing at the Speed of Value

Marketing Transformation
At a Glance Customer loyalty and customer relationships often are thought of as programs or campaigns to be launched and automated. But for teams spread thin by complex marketing technology stacks that fail to deliver the automated, relevant, connected customer engagements…
Liz Miller
Vendor Profile

TripleBlind: A Lateral Approach to Privacy-Enhanced Data Sharing

Data to Decisions
At a Glance TripleBlind is a leader in the relatively new and fast-evolving category of privacy-enhancing computation (PEC). A great many options are emerging for unlocking the inherent value of data in decision-making while maintaining privacy and control over data locality…
Steve Wilson
Trends

People-Powered Revenue Intelligence

Data to Decisions
At a Glance Change is hard. And change is necessary for organizations looking to harness opportunity and accelerate revenue growth. Yet there are significant forces and factors impacting revenue optimization, from shifts across how the work of revenue generation is…
Liz Miller
Best Practices

Driving E-Commerce Growth With Product Content Syndication

Marketing Transformation
Executive Summary This report explores the key options for digital commerce firms seeking to achieve superior results with product data/content syndication, especially as the channel and product catalog landscape has developed more rapidly and grown far more complex in recent…
Dion Hinchcliffe
Trends

Inside the Mindset of the Midmarket Buyer

Data to Decisions
Executive Summary Midmarket executives have always been challenged by a culture of scarcity. Limited access to funds, talent, and innovation has often created a barrier to entry into and exit from new markets, industries, and ecosystems. During the COVID-19 pandemic, these…
R Ray Wang
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Marketing from Farmer to Fork With Data and Analytics

Data to Decisions
At a Glance Marketing analytics has (thankfully) forever changed. Gone are the days of reporting metrics in celebratory dashboards. Marketing is in search of answers—answers that directly address marketing’s mandate to drive and deliver…
Liz Miller
Big Idea

Monetizing the Metaverse Economy

Data to Decisions
Executive Summary Much hype has been made about the metaverse. However, very few organizations have fully grasped the impact the metaverse will have on experiences and engagement inside the enterprise. More than just gaming worlds or hardware devices, the metaverse economy…
R Ray Wang
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How Brightspot Transformed Content Management in the Research Industry

Future of Work
At a Glance This case study demonstrates how a leading defense intelligence and analysis firm used Brightspot’s content management solution to significantly overhaul its mature, sophisticated research publishing business.
Dion Hinchcliffe
Big Idea

Inside the Power of Relevance and Ambient Experiences

Marketing Transformation
Executive Summary Great customer experiences require an understanding and anticipation of customers’ needs. Brands and enterprises must recognize that customers call the shots about staying, going, engaging, or even buying. Unfortunately, customers don&acirc…
R Ray Wang
Best Practices

What Enterprises Must Seek in a Commerce Partner in 2022

Marketing Transformation
Executive Summary This report is for e-commerce companies that are looking to stay abreast of the evolving online shopping space to maximize sales and growth in 2022 and beyond, particularly in the area of digital payments. Heads of online commerce, e-commerce site…
Dion Hinchcliffe
Big Idea

Product-to-Consumer (P2C) Management

Data to Decisions
Executive Summary This report introduces the concept of the product-to-consumer (P2C) management software category, with an eye toward its core capabilities, its ability to satisfy unmet needs in the marketplace, and an exploration of the leading providers in the category. …
Dion Hinchcliffe
Market Overview

Don’t Call It a Comeback: The Evolution of B2B Marketing Automation

Marketing Transformation
Executive Summary If customer experience (CX) strategy is the fuel for the modern enterprise growth engine, marketing automation is the tool intended to power engagement. For the business-to-business (B2B) enterprise, this involves a complex array of customers, influencers,…
Liz Miller
Premium Research

The Future of Enterprise Content Management

Future of Work
Executive Summary The content management industry is in the midst of a renaissance born of major new advances in strategic content technologies, the growing importance of digital experience in all aspects of content, and the proliferation of digital channels and enabling IT…
Dion Hinchcliffe
Premium Research

B2B Relationship Selling in the Virtual Age

Data to Decisions
Executive Summary Despite big changes to the environment in which business takes place today, business-to-business (B2B) selling remains fundamentally driven by the importance of building customer relationships. Even so, relationships alone don’t determine…
Nfrance