Is Data Visualization A Separate Market Or Just A Feature Of Business Intelligence Platforms?

Boris Evelson

Lots of my clients are confused. They start a Forrester inquiry with a question about data visualization capabilities, but when I lead them into discussion about business intelligence (BI) platforms, they say "but we already have a BI platform. All we really want is an ability to create and share data visualizations". Is there a separate market for that? If there is, I am not aware of one. Here's my take on it:

  • If what you are looking for includes requirements for data visualization administration, security, data management, version control, collaboration, etc, you really need a BI platform with data visualization capabilities.
    • The last time Forrester looked at Data Visualization as a separate capability was in 2012 and even then, as you will see from the URL, we ended up evaluated BI platforms.
    • In our last (and going forward) Wave on the topic we grouped data visualization and self service BI capabilities together as we see them inseparable.
Read more

AI Is The Sincerest Form of Flattery ... And Fear

Mike Gualtieri

Pure AI is true intelligence that can mimic or exceed the intelligence of human beings. It is still a long way off, if it can even ever be achieved. But what if AI became pure — could perceive, think, act, and even replicate as we do? Look to humanity for the answer. Humanity has been both beautiful and brutal:

  • The beauty of ingenuity, survival, exploration, art, and kindness.
  • The brutality of crime, war, and pettiness.
Read more

Micro Explanations For Nine Essential AI Technologies

Mike Gualtieri

Artificial Intelligence is rampant in the movie Ex MachinaArtificial Intelligence (AI) is not one big, specific technology. Rather, it is comprised of one or more building block technologies. So, to understand AI, you have to understand each of these nine building block technologies. Now, you could argue that there are more technologies than the ones listed here, but any additional technology can fit under one of these building blocks. This is a follow-on to my post Artificial Intelligence: Fact, Fiction, How Enterprises Can Crush It

Here are the nine pragmatic AI technology building blocks that enterprises can leverage now:

■        Knowledge engineering. Knowledge engineering is a process to understand and then represent human knowledge in data structures, semantic models, and heuristics (rules). AD&D pros can embed this engineered knowledge in applications to solve complex problems that are generally associated with human expertise. For example, large insurers have used knowledge engineering to represent and embed the expertise of claims adjusters to automate the adjudication process. IBM Watson Health uses engineered knowledge in combination with a corpus of information that includes over 290 medical journals, textbooks, and drug databases to help oncologists choose the best treatment for their patients.

Read more

Meet The Digital Architects Of Your Technology Strategy

Ted Schadler
When Jeffrey Hammond, Mark Grannan, Adrian Chapman, and I dove into our most recent developer survey, we unearthed a fascinating group of developers we call "digital architects." This group aspires to set architectural direction, deploys open source software across four or more technology areas, and uses three or more types of cloud services (see the figure). 
 
  • One in 11 enterprise developers. Only 9% of the developers in North America and Europe are digital architects. This small segment is an elite and attractive group, with particular enthusiasm for technology and, as we'll see, for digital innovation and customer engagement.
  • More likely to work at fast-growing companies. More than half of digital architects — 53% — work at companies growing at double-digit rates. You'll find them in all three sectors of the software business: enterprises, software vendors, and service providers.
  • Younger than the rest. Almost three-quarters of digital architects are younger than 45, and 30% are younger than 35. That means these technologists came of age during the internet and smartphone era. They think digital because they know nothing else.
Read more

Artificial Intelligence: Fact, Fiction. How Enterprises Can Crush It

Mike Gualtieri

Forrester surveyed business and technology professionals and found that 58% of them are researching AI, but only 12% are using AI systems. This gap reflects growing interest in AI, but little actual use at this time. We expect enterprise interest in, and use of, AI to increase as software vendors roll out AI platforms and build AI capabilities into applications. Enterprises that plan to invest in AI expect to improve customer experiences, improve products and services, and disrupt their industry with new business models.

But the burning question is: how can your enterprise use AI today to crush it? To answer this question we first must bring clarity to the nebulous definition of AI.Let’s break it down further:

■        “Artificial” is the opposite of organic. Artificial simply means person-made versus occurring naturally in the universe. Computer scientists, engineers, and developers research, design, and create a combination of software, computers, and machine to manifest AI technology.

■        “Intelligence” is in the eye of the beholder.  Philosophers will have job security for a very long time trying to define intelligence precisely. That’s because, intelligence is much tougher to define because we humans routinely assign intelligence to all matter of things including well-trained dachshunds, self-driving cars, and “intelligent” assistants such as Amazon Echo. Intelligence is relative. For AI purists, intelligence is more akin to human abilities. It means the ability to perceive its environment, take actions that satisfy a set of goals, and learn from both successes and failures. Intelligence among humans varies greatly and so too does it vary among AI systems.

Temper Your Expectations, But Don’t Give Up On AI

Read more

In 2017, Digital Transformation Budgets Will Top The Billion-Dollar Bar

Ted Schadler
Check out our Predictions 2017: In Digital Transformation, The Hard Work Of Operational Excellence Begins piece that went live this morning. It has more predictions and more detail from from my coauthors Nigel Fenwick and Martin Gill.
 
You've been creating digital customer experiences for years now. You've built a successful app. You’ve assembled a martech/adtech stack. You may even have started swinging at omnichannel delivery or harnessed AI or piloted a connected product. So it’s time to declare victory on digital transformation, right? [In our 2016 services survey, a shockingly high 19% have . . .]
 
Not so fast. Digital customer experiences are only the shining faces of a digital business. Those pretty faces quickly lose their luster unless you’ve also transformed your business operations to make them better every single day -- and introduce new digital faces all the time. We call this capability "digital operational excellence." It’s the 80 in the 80/20 rule of digital transformation. Here are three predictions for 2017 to prod the digital business conversation:
 
Read more

Video - and Online Video Platforms - Are Essential For Customer Engagement

Nick Barber

Video conveys emotion unlike text and can show features and functionality unlike any picture. That’s why retailers see nearly triple the conversion rate on product pages that have video versus those that don’t. Entering what Facebook CEO Mark Zuckerberg calls “this new golden age of videos online,” companies and brands need an enterprise-class online video platform to deliver the video experiences that drive customer engagement.

 

In The Forrester Wave™: Online Video Platforms For Sales And Marketing, Q4 2016 we looked at nine vendors in the space--Adobe, Brightcove, IBM, Invodo, Kaltura, Ooyala, Qumu, uStudio, and Vidyard--and scored them against a list of 39 criteria.

Read more

Videoconferencing Delays Cost You Millions

Nick Barber

Videoconferencing technology has the awesome power to connect teams separated by oceans or internal silos, but it’s still not frictionless. Technical difficulties that delay videoconferences account for millions of dollars a year in lost productivity. In our brief Start Your Videoconferences On Time, we take a look at some best practices to avoid productivity loss. Inside the report is an interactive calculator so that you can customize the scenario to your business and build the case for change.

 

 

From 2013 to 2015, the prevalence of web- and videoconferencing use by global information workers grew 40%, according to Forrester Business Technographics data. But companies have multiple VC vendors or don’t deploy it universally and that contributes to technical difficulties.

Read more

Google’s Next Play: Your Assistant For Everything - Not Just Answers

Michael Facemire

This blog post is co-authored by VP and Principal Analyst Julie Ask and Analyst Andrew Hogan at Forrester.

Google held an event in San Francisco this week to announce several new consumer products – a smartphone, a wireless speaker, Wi-Fi routers, a virtual reality headset and an updated Chromecast solution. All showcased an emerging strategic direction for Google and some killer engineering and design skills.

None of it impressed as much as the demos of Google Assistant – Google’s virtual assistant.

Read more

Field Service: Increasingly Important For Differentiated Customer Service Experiences

Kate Leggett

Field service technologies are more than two decades old. Companies have leveraged them to coordinate the flow of work orders that came in as service requests to the contact center. They were able to reap real ROI by using these technologies to schedule technicians, manage their routes and their flow of work. 

Today, with the rise in importance of delivering differentiated customer experiences, field service technologies are become increasingly important. This is because, the service tech who ends up on your doorstep, or at the site of faulty equipment represents the face of your company. They are your brand ambassadors. These interactions are by far the most personal channel for customer engagement, and they can help make or break a relationship.

This means that: (1) you want to equip your service techs with all the information and data that they need to easily address the reported issue, and (2) you want to use cutting edge technologies to deliver great engagement.  These technologies include:

  • Mobility for field service effectiveness - Companies communicate to field techs, increasingly via mobile apps, the location, timing, and details of their jobs. They also allow techs to provide dynamic pricing of labor, parts, and products. Mobile applications must be easy for techs to use, often with gloved hands, in challenging conditions including low lighting and hazardous job sites. They must also work in disconnected environments.
Read more