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Services for Organizations

Using our research, best practices and expertise, we help you understand how to optimize your business processes using applications, information and technology. We provide advisory, education, and assessment services to rapidly identify and prioritize areas for improvement and perform vendor selection

Consulting & Strategy Sessions

Ventana On Demand

    Services for Investment Firms

    We provide guidance using our market research and expertise to significantly improve your marketing, sales and product efforts. We offer a portfolio of advisory, research, thought leadership and digital education services to help optimize market strategy, planning and execution.

    Consulting & Strategy Sessions

    Ventana On Demand

      Services for Technology Vendors

      We provide guidance using our market research and expertise to significantly improve your marketing, sales and product efforts. We offer a portfolio of advisory, research, thought leadership and digital education services to help optimize market strategy, planning and execution.

      Analyst Relations

      Demand Generation

      Product Marketing

      Market Coverage

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        Market Assertions

        Market Movements and Trends

        Built on our experience, subject-matter expertise and market research, our Market Assertions look at the opportunity and trends, making predictions about business and technology in each vertical industry. These Market Assertions are for use and license to clients and are designed to provoke collaboration and discussion. 

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        Analytics & Data

        Ventana Research offers guidance on analytics to help organizations apply analytics & data technology to help derive its optimal value. Going beyond earlier methods of business intelligence, dashboards and reports is essential to ensure that everyone is able to not only access analytics, but act on them to optimize their business.

        AI ML
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        Through 2026, AI and ML approaches will remain largely independent of business intelligence approaches, requiring three-quarters of enterprises to maintain multiple, separate skill sets.
        AI ML
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        Through 2026, model governance will remain a significant concern for more than one-half of enterprises, limiting the deployment, and therefore the realized value, of AI and ML models. 
        AI ML
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        Through 2026, almost all software providers will expand the reach of analytics with further investment in both GenAI and ML capabilities. 
        AI ML
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        Through 2026, AI and ML software providers will increase investment forging relationships with independent Gen AI model developers to provide enterprises with access to multiple public and private models.
        AI ML
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        Through 2027, AI and ML software providers will increase investment in MLOps functionality to facilitate the operationalization of ML models by enterprises.
        AI ML
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        Through 2026, more than one-half of enterprises will realize their AI competencies and skills are insufficient and will require new investments to avoid being at a competitive disadvantage.
        AI ML
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        Through 2026, three-quarters of enterprises will unify their AI and ML teams with data and analytics professionals to ensure centralization of the disciplines and achieve the desired organizational impact. 
        AI ML
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        Through 2026, one-third of enterprises will realize that a lack of AI and ML governance has resulted in biased and ethically questionable decisions. 
        AI ML
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        By 2026, 8 in 10 AI and ML tools will include bias detection and mitigation capabilities, providing better assurance and governance to enterprises using these products. 
        ANALYTICS
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        By 2026, 9 in 10 analytics processes will be enhanced by AI and ML to streamline operations and increase the value that can be derived from data. 
        ANALYTICS
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        Through 2026, more than one-third of enterprises will adopt decision intelligence software to assess and improve the effectiveness of business decisions.
        ANALYTICS
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        Through 2027, one-half of enterprises will reassess their plans for business intelligence software adoption to reflect increased availability of analytics capabilities in enterprise applications.
        ANALYTICS
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        Through 2026, three-quarters of enterprises will include guided analytics processes and storytelling capabilities to help create and deliver insights for line-of-business personnel. 
        ANALYTICS
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        Through 2026, the majority of the workforce in more than one-half of organizations will still not be using analytics and BI and therefore will not be executing their roles optimally. 
        ANALYTICS
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        By 2026, almost all business intelligence software providers will include augmented intelligence based on GenAI to make analytics easier to use.
        ANALYTICS
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        Through 2026, less than one-third of analytics software providers will include driver-based planning capabilities, making decision intelligence more difficult.
        ANALYTICS
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        Through 2026, one-half of analytics software providers will incorporate AI and ML to identify the most relevant performance metrics that achieve strategic and operational objectives.
        ANALYTICS
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        Through 2026, less than one-half of analytics software providers will offer off-the-shelf analytics that facilitate the use of established environmental metrics to measure and report ESG performance.
        ANALYTICS
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        Through 2026, more than one-half of enterprises will deploy chatbots and other conversational experiences as standard BI interfaces, making it easier for line-of-business personnel to derive value from analytics. 
        ANALYTICS
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        By 2026, one-third of enterprises will replace legacy business intelligence tools with analytic platforms that are collaborative and utilize GenAI to inform and guide business professionals. 
        ANALYTICS
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        By 2026, 8 in 10 BI software platforms will include collaborative capabilities designed to support AnalyticOps initiatives to improve decision-making, task management and compliance. 
        ANALYTICS
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        Through 2026, more than two-thirds of line-of-business personnel will have immediate access to cross-functional analytics embedded in activities and processes, helping to make operational decision-making more efficient and effective.
        ANALYTICS
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        Through 2026, more than one-half of embedded analytics processes will include AI and ML algorithms to improve line-of-business decision-making. 
        ANALYTICS
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        By 2026, one-third of enterprises will adopt embedded analytics to support their CI/CD processes, providing more agility and better governance to their analytics processes.
        ANALYTICS AND DATA
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        Through 2026, industry-specific quantum computing applications will begin to be released based on open-source toolkits, functions and patterns that avoid the need for developers to program at the quantum circuit level.
        ANALYTICS AND DATA
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        Through 2026, more than one-third of enterprises will realize they must scrap their use of analytics dashboards and visualization due to the failure of these tools to provide actionable recommendations. 
        ANALYTICS AND DATA
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        By 2026, three-quarters of enterprises will realize their analytics are ineffective without GenAI capabilities to guide the workforce with personalized recommended actions necessary to improve outcomes. 
        ANALYTICS AND DATA
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        Through 2026, two-thirds of enterprises will have established a Center of Excellence (CoE) to guide the transformation and effective application of analytics and ensure the delivery of optimal value. 
        ANALYTICS AND DATA
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        By 2026, two-thirds of enterprises will have established a Center of Excellence (CoE) focused on the governance and security of analytics and data to reduce risk in organizational decision-making.  
        ANALYTICS AND DATA
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        Through 2026, the digital experiences in analytics and data will be found ineffective in more than one-half of enterprises, leading to re-evaluation of their analytics strategy. 
        ANALYTICS AND DATA
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        Through 2027, analytics and data software providers will continue to adapt their software development practices to support continuous development and delivery via managed cloud services.
        ANALYTICS AND DATA
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        Through 2026, analytics and data software providers will prioritize the delivery of automated code and query generation and conversion capabilities based on GenAI.
        ANALYTICS AND DATA
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        By 2027, three-quarters of all data processes will use AI and ML to accelerate the realization of value from the data. 
        ANALYTICS AND DATA
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        Through 2026, the primary concern for more than three-quarters of Chief Data Officers will be governing the reliability, privacy and security of their organization’s data.  
        ANALYTICS AND DATA
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        Through 2027, the intersection of security and data sovereignty will require more than one-half of enterprises to increase investment in technology and expertise to enable the realization of enterprise data-driven agendas. 
        ANALYTICS AND DATA
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        Through 2026, 8 in 10 enterprises will migrate on-premises analytics and data workloads to cloud environments, shifting focus to improving innovation and efficiency rather than maintaining existing systems. 
        ANALYTICS AND DATA
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        Through 2027, nearly all multinational enterprises will invest in local data processing infrastructure and services to mitigate against the risks associated with data transfer and to satisfy regional regulatory requirements. 
        ANALYTICS AND DATA
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        Through 2027, three-quarters of enterprises will invest in organizational and leadership changes, leveraging executive support to accelerate data-driven business culture.
        ANALYTICS AND DATA
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        Through 2027, 9 in 10 enterprises will increase investment in training and the use of natural language interfaces to accelerate data literacy and facilitate self-service analytics.
        ANALYTICS AND DATA
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        Through 2027, more than three-quarters of enterprises will invest in greater experimentation and exploration, utilizing data science to identify new business challenges and opportunities.
        DATA INTELLIGENCE
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        Through 2026, data intelligence software providers will accelerate the delivery of native MLOps and AI governance functionality to better support the deployment, monitoring and management of AI and ML models.
        DATA INTELLIGENCE
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        Through 2027, almost all enterprises using data catalog products will increase business user access, facilitating self-service data discovery and accelerating data intelligence and democratization initiatives.
        DATA INTELLIGENCE
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        Through 2027, three-quarters of enterprises will be engaged in data intelligence initiatives to increase trust in their data by leveraging metadata to understand how, when and where data is used in their organization, and by whom. 
        DATA INTELLIGENCE
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        By 2026, one-half of enterprises will adopt an AnalyticOps approach similar to, and integrated with, their DataOps processes to enhance responsiveness and agility. 
        DATA INTELLIGENCE
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        Through 2026, more than one-half of all enterprises will continue to utilize multiple data catalog technologies, running the risk of creating silos of information knowledge. 
        DATA INTELLIGENCE
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        Through 2026, more than three-quarters of enterprises will use data catalog technologies to improve data governance and accelerate data-driven decision-making. 
        DATA INTELLIGENCE
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        Through 2026, one-half of enterprises will continue to use spreadsheets in data governance, jeopardizing the robustness of operational effectiveness.  
        DATA INTELLIGENCE
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        Through 2027, data intelligence software providers will increase investment in functionality that enables enterprises to take a holistic view of data production and data consumption, improving the realization of expected business outcomes.
        DATA INTELLIGENCE
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        Through 2027, data intelligence software providers will increase investment in AnalyticOps functionality that facilitates the continuous integration and deployment of analytics as well as automated analyses and insights using AI and ML.
        DATA INTELLIGENCE
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        Through 2027, regional regulations and cultural attitudes will continue to shape organizational priorities toward the adoption of data governance technologies and processes.
        DATA INTELLIGENCE
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        Through 2026, more than three-quarters of enterprises’ data management processes will be enhanced with AI and ML to increase automation, accuracy, agility and speed. 
        DATA INTELLIGENCE
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        By 2026, more than three-quarters of enterprises’ information architectures will support ELT (extract, load, transform) patterns to accelerate data processing and maximize the value of large volumes of data. 
        DATA INTELLIGENCE
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        By 2026, 8 in 10 enterprises will have data spread across multiple cloud providers and on-premises data centers, requiring investment in data management products that span multiple locations. 
        DATA INTELLIGENCE
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        Through 2026, three-quarters of enterprises will be engaged in data integrity initiatives to increase trust in their data processes using data quality and master data management tools. 
        DATA INTELLIGENCE
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        By 2027, three-quarters of enterprises will adopt data fabric technologies to facilitate the management and processing of data across multiple data platforms and cloud environments.
        DATA INTELLIGENCE
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        By 2027, more than three-quarters of enterprises will use data virtualization and query federation capabilities to avoid data movement while accessing and querying data outside their primary analytic data platform.
        DATA INTELLIGENCE
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        By 2027, more than 6 in 10 enterprises will adopt technologies to facilitate the delivery of data as a product as they adapt their cultural and organizational approaches to data ownership in the context of data mesh. 
        DATA INTELLIGENCE
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        Through 2027, enterprises will increase strategic focus on data catalogs as the intersection of data production and data consumption, enabling the self-service creation and sharing of data products based on trusted and governed data sources.
        DATA OPERATIONS
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        Through 2027, data operations software providers will increase investment in consolidated platforms, addressing a combination of data pipeline development, testing and deployment needs, as well as data orchestration and data observability.
        DATA OPERATIONS
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        Through 2026, approaches to data operations will continue to evolve as enterprises adapt their approaches to data processing pipelines to reflect increased adoption of event-driven architecture and microservices. 
        DATA OPERATIONS
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        Through 2026, two-thirds of enterprises will invest in initiatives to improve trust in data through automated data observability tools addressing the detection, resolution and prevention of data reliability issues.
        DATA OPERATIONS
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        By 2026, three-quarters of enterprises will adopt data engineering processes that span data integration, transformation and preparation producing repeatable data pipelines that create more agile information architectures. 
        DATA OPERATIONS
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        By 2027, more than one-half of enterprises will adopt data orchestration technologies to automate and coordinate data workflows and increase efficiency and agility in data and analytics projects.
        DATA OPERATIONS
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        By 2027, two-thirds of enterprises will have adopted a DataOps approach to data engineering processes, enabling them to be more flexible and agile. 
        DATA OPERATIONS
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        Through 2026, awareness of DataOps will continue to increase as enterprises adapt their data engineering processes to the growing need for continuous and automated data ingestion, transformation and delivery. 
        DATA OPERATIONS
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        Through 2026, more than one-half of enterprises will have adopted agile and collaborative data operations practices to facilitate responsiveness, avoid repetitive tasks and deliver measurable data reliability improvements.
        DATA OPERATIONS
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        Through 2026, data operations software providers will prioritize the development of data observability functionality to deliver more automated approaches to data engineering and improve trust in enterprise data.
        DATA PLATFORMS
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        Through 2027, the development of intelligent applications providing personalized experiences driven by GenAI will increase demand for data platforms capable of supporting hybrid operational and analytic processing. 
        DATA PLATFORMS
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        Through 2026, three-quarters of enterprises will be using cloud object stores as the primary persistence store for analytic data platform workloads. 
        DATA PLATFORMS
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        Through 2027, more than three-quarters of data platform use cases will have functional requirements that encourage the use of specialized analytic or operational data platforms.
        DATA PLATFORMS
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        Through 2026, data platform software providers will continue to prioritize investment in data governance functionality to enable self-service data discovery, analytics and greater business agility. 
        DATA PLATFORMS
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        By 2027, more than three-quarters of enterprises will use cloud-based products and services as their primary analytic data platform, making it easier to adopt and scale operations as necessary.
        DATA PLATFORMS
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        By 2026, more than three-quarters of enterprises will require unstructured data storage and processing capabilities in their data lakes to maximize the value of audio, video and image data. 
        DATA PLATFORMS
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        By 2026, 9 in 10 current data lake adopters will be investing in data lakehouse architecture to improve the business value generated from the accumulated data. 
        DATA PLATFORMS
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        Through 2027, data warehouse, data lake and data streaming technologies will converge to create analytic data platforms enabling enterprises to collect and analyze all types of operations-generated information.
        DATA PLATFORMS
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        Through 2026, analytic data platform software providers will continue to incorporate native data management, analytics and ML with their data persistence and processing functionality to accelerate actionable insight. 
        DATA PLATFORMS
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        Through 2026, analytic data platform software providers will continue to evolve their offerings to deliver data processing and analytics across hybrid environments that span on-premises and multiple cloud providers.
        DATA PLATFORMS
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        By 2026, more than one-half of enterprises will adopt specialist real-time analytic data platforms to develop and support data-intensive operational applications.
        DATA PLATFORMS
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        Through 2026, requirements for high-performance analytics and GenAI will expedite the adoption of data platforms designed to leverage GPUs and in-memory processing for analytics acceleration.
        DATA PLATFORMS
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        By 2026, more 8 in 10 data lake users will adopt emerging table formats to support transactional consistency when inserting, updating and deleting data in data lake environments.
        DATA PLATFORMS
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        Through 2026, analytic data platform software providers will increase their native support for AI and ML algorithms, functions and tools to enable in-database data science. 
        DATA PLATFORMS
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        Through 2026, one-fifth of existing operational database workloads will remain on-premises due in part to security, data sovereignty and performance reasons, requiring enterprises to explore long-term approaches to hybrid cloud. 
        DATA PLATFORMS
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        Through 2025, two-thirds of enterprises will re-examine their current operational database suppliers with a view to improving fault tolerance and supporting the development of new intelligent operational applications.
        DATA PLATFORMS
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        Through 2026, emerging relational and non-relational database providers will primarily be adopted for new applications with incumbent relational database software providers deployed for the majority of existing operational workloads.
        DATA PLATFORMS
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        Through 2026, operational data platform providers will accelerate investment in hybrid operational and analytic processing capabilities to support growing demand for data-intensive intelligent operational applications. 
        DATA PLATFORMS
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        Through 2026, operational data platform software providers will continue to evolve their offerings to deliver elastic scalability and resiliency to support data processing across hybrid environments spanning on-premises and cloud providers.
        DATA PLATFORMS
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        By 2027, more than one-half of enterprises will adopt serverless databases to support development and test environments as well as ephemeral workloads with sporadic usage requirements.
        DATA PLATFORMS
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        By 2027, more than one-third of enterprises will adopt graph databases to support applications that rely on the identification and navigation of relationships.
        DATA PLATFORMS
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        By 2027, more than one-half of enterprises will adopt document databases to store data without fixed schema, facilitating rapid and application development and business agility.
        DATA PLATFORMS
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        By 2027, more than one-third of enterprises will adopt data platforms that span distributed architecture, supporting applications that require data processing across geographic and availability zones. 
        DATA PLATFORMS
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        By 2026, more than one-half of enterprises will use general-purpose databases to store and process vector embeddings for use with GenAI applications. 
        DATA PLATFORMS
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        By 2026, less than one-quarter of enterprises will adopt specialist vector databases to store and process vector embeddings for use with GenAI applications. 
        DATA PLATFORMS
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        Through 2026, almost all enterprises developing applications based on GenAI will explore the use of vector search and retrieval-augmented generation to complement foundation models with proprietary data and content.
        STREAMING AND EVENTS
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        By 2027, more than one-half of enterprises will adapt their data management and governance processes, taking a holistic approach to managing and governing data in motion alongside data at rest.
        STREAMING AND EVENTS
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        By 2026, more than one-half of enterprises will incorporate streaming analytics into their business processes, enabling faster response to opportunities and threats. 
        STREAMING AND EVENTS
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        Through 2026, more than one-third of enterprises will advance their streaming analytics to be more real-time through integration of event-processing systems to guide timely interactions. 
        STREAMING AND EVENTS
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        By 2027, almost all business intelligence software providers will incorporate streaming analytics to mix historical analyses with real-time or near-real-time analyses. 
        STREAMING AND EVENTS
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        Through 2026, alerts and notifications will be the primary action resulting from streaming analytics informing individuals of opportunities and threats in the market.
        STREAMING AND EVENTS
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        By 2026, more than three-quarters of enterprises’ standard information architectures will include streaming data and event processing, allowing enterprises to be more responsive and provide better customer experiences.
        STREAMING AND EVENTS
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        By 2026, two-thirds of enterprises will require streaming and event data processes with low latency of seconds or sub-seconds to satisfy operational requirements.
        STREAMING AND EVENTS
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        Through 2026, data platform and data management software providers will continue to prioritize investment in streaming and event processing functionality as they adapt their products to address growing demand for real-time data processing. 
        STREAMING AND EVENTS
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        By 2026, more than one-third of enterprises will investigate the use of streaming database products to develop and support real-time applications based on streaming data and events.
        STREAMING AND EVENTS
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        Through 2026, more than one-half of enterprises will invest in functionality to discover, catalog, monitor and govern events and event flows to generate greater business value from event-driven architecture.
        STREAMING AND EVENTS
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        Through 2026, more than one-third of enterprises will adopt serverless stream processing products to experiment with the development of new stream processing applications.
        STREAMING AND EVENTS
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        Through 2027, streaming and event software providers will increase investment in data quality and data lineage functionality to ensure the integrity of event data as it flows through an organization.
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        Artificial Intelligence (AI)

        Ventana Research offers research-based guidance on the use of artificial intelligence to improve operational efficiency and effectiveness. Embracing the changes of this dynamic market segment is required to maintain competitiveness and to achieve performance goals throughout the enterprise.

        NATURAL LANGUAGE PROCESSING
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        Through 2026, conversational experiences involving analytics will improve enterprises’ use of data, but for three-quarters these experiences will remain primarily text-based rather than voice-based.
        NATURAL LANGUAGE PROCESSING
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        By 2026, more than one-half of enterprises will adopt natural language processing as a component of improving digital experiences for business professionals who desire conversational methods of interaction. 
        NATURAL LANGUAGE PROCESSING
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        By 2026, one-half of conversational analytics will incorporate multilingual capabilities to support a larger portion of enterprises’ employees. 
        NATURAL LANGUAGE PROCESSING
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        By 2026, more than one-half of enterprises will use search and natural language generation to increase the reach and consistency of their analytics.
        NATURAL LANGUAGE PROCESSING
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        By 2028, natural language processing will replace search as the preferred way to access information in the majority of enterprises.
        NATURAL LANGUAGE PROCESSING
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        By 2027, 2 in 5 natural language processing applications will incorporate multilingual capabilities based on GenAI.
        AI
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        Through 2026, AI and machine learning approaches will remain largely independent of business intelligence approaches, requiring three-quarters of enterprises to maintain multiple, separate skill sets.
        AI
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        Through 2026, model governance will remain a significant concern for more than one-half of enterprises, limiting the deployment, and therefore the realized value, of AI and machine learning models. 
        AI
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        Through 2026, almost all software providers will expand the reach of analytics with further investment in both GenAI and machine learning capabilities. 
        AI
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        Through 2026, more than one-half of enterprises will realize their AI competencies and skills are insufficient and will require new investments to avoid being at a competitive disadvantage.
        AI
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        Through 2026, one-half of enterprises will unify their AI and ML teams with data and analytics professionals to ensure centralization of the disciplines and achieve the desired organizational impact. 
        AI
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        Through 2026, one-third of enterprises will realize that a lack of AI and ML governance has resulted in biased and ethically questionable decisions. 
        AI
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        By 2026, 9 in 10 AI and ML tools will include bias detection and mitigation capabilities, providing better assurance and governance to enterprises using these products. 
        AI
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        By 2026, 9 in 10 AI platforms will incorporate LLM and LLMOps capabilities to support GenAI.
        AI
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        Through 2026, one-half of all AI investments will be based on generative AI rather than predictive AI.
        GENERATIVE AI
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        Through 2026, almost all enterprises developing applications based on GenAI will use vector search and Retrieval Augmented Generation to complement foundation models with proprietary data and content.
        GENERATIVE AI
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        By 2026, one-half of enterprises will use multiple LLMs to fine tune results of their GenAI efforts.
        GENERATIVE AI
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        By 2026, more than one-half of enterprises will use governance tools to ensure their GenAI efforts are in compliance with regulations and internal policies.
        GENERATIVE AI
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        Through 2026, GenAI will require specialized skills that are in short supply, making it difficult for one-half of enterprises to hire and retain the necessary staff.
        GENERATIVE AI
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        By 2026, three-quarters of GenAI tools will support the use of multiple LLMs.
        COMPUTER VISION
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        Through 2026, 1 in 5 enterprises will adopt computer vision applications to monitor and improve their operations.
        COMPUTER VISION
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        Through 2026, advances in AI processing will result in 1 in 10 computer vision applications running at the edge rather than in the cloud.
        COMPUTER VISION
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        Through 2027, the majority of enterprises will lack the skills needed to adopt and deploy computer vision in operational systems.
        COMPUTER VISION
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        Through 2027, software providers will be challenged to provide explainability behind computer vision, limiting adoption in regulated industries.
        DEEP LEARNING
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        Through 2027, deep learning models will be developed primarily in the cloud due to the large amount of computing resources required.
        DEEP LEARNING
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        Through 2026, deep learning algorithms will continue to drive advances in natural language processing and image recognition, enabling new use cases.
        DEEP LEARNING
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        Through 2026, detecting and eliminating bias from deep learning training data sets will be a challenge for the majority of enterprises.
        DEEP LEARNING
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        By 2026, one-quarter of enterprises will have deep learning applications in production.
        MLOPS
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        By 2027, more than three-quarters of enterprises using AI and machine learning will have adopted MLOps to improve success with the operationalization of machine learning models.
        MLOPS
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        By 2026, nearly all MLOps software providers will expand their offerings to include LLMOps.
        MLOPS
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        By 2026, LLMOps will be as common as MLOps to put LLMs into production effectively and with proper governance.
        MLOPS
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        By 2026, 4 in 5 enterprises will use MLOps and LLMOps tools to improve the quality and governance of their AI/ML efforts.
        MODEL BUILDING AND LLM
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        By 2026, the majority of enterprises will prefer AI/ML platforms tools that support multiple LLMs.
        MODEL BUILDING AND LLM
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        Through 2026, three-quarters of enterprises will use third-party LLMs rather than developing and maintaining their own.
        MODEL BUILDING AND LLM
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        By 2027, one-half of enterprises will combine data science and data operations teams to improve the efficiency and governance of data preparation pipelines.
        MODEL BUILDING AND LLM
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        By 2027, one-third of model building platforms will use GenAI to assist in training and tuning predictive models.
        MODEL BUILDING AND LLM
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        By 2027, the majority of AI/ML software providers will incorporate feature store capabilities to increase reusability and consistency in data science pipelines.
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        Customer Experience

        Organizations that are passionate about improving the customer experience are choosing to empower their processes and people with intelligence through smart applications that embrace analytics, AI and robotics to personalize and optimize the customer journey whatever the channel of customer choice.

        CUSTOMER EXPERIENCE
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        By 2027, more than 80% of customer interactions will be primarily handled using digital channels.
        CUSTOMER EXPERIENCE
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        By 2028, automated systems will contain two-thirds of customer interactions within self-service, helping minimize the cost impacts of increasing volume.
        CUSTOMER EXPERIENCE
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        By 2026, two-thirds of enterprises will have projects underway to unsilo the sources of customer information, spurring discussions between IT and CX professionals on data management strategies.
        CUSTOMER EXPERIENCE
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        Through 2028, the establishment of CX application suites on a common platform will become the focal point of the drive to optimize customer and organization engagement.
        CUSTOMER EXPERIENCE
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        By 2027, one-half of organizations will focus on customer value and loyalty as the key metrics defining success in customer relationships.
        CUSTOMER EXPERIENCE
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        By 2028, one-half of enterprises that elevated CX to the C-level will determine that the initial roles and responsibilities of those executives were not defined clearly enough to demonstrate conclusive results.
        CUSTOMER EXPERIENCE
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        Through 2027, AI will have become integrated by default into the base of the CX tech stack, enhancing a wide range of apps including contact center agent management, field service and marketing (analytics and lead scoring).
        CUSTOMER EXPERIENCE
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        By 2027, customer experiences will be largely driven by processes controlled by automated GenAI tools.
        CUSTOMER EXPERIENCE
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        By 2027, most enterprises will provide personalized customer experiences using AI as part of a broad CX platform.
        CUSTOMER EXPERIENCE
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        By 2027, many enterprises that appointed Chief Customer Officers to oversee CX will realize that those executives have not been given enough authority across teams to implement needed changes.
        CUSTOMER EXPERIENCE
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        By 2028, CX processes will be largely automated using a combination of AI and no-code manual tools.
        CUSTOMER EXPERIENCE
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        By 2028, use of conversational AI for self-service will be nearly universal.
        CUSTOMER EXPERIENCE
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        By 2028, software for managing customer experiences will focus on automating cross-departmental processes that touch customers.
        CUSTOMER EXPERIENCE
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        By 2027, most large enterprises will use customer experience software to maximize customer value and minimize the expenses associated with service reps.
        CONTACT CENTER
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        By 2027, three-quarters of contact centers will have introduced multiple GenAI applications into their service processes for routing, chatbots and agent assistance. 
        CONTACT CENTER
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        Through 2026, one-half of enterprises will still have data silos in their contact centers that prevent them from achieving a complete view of the customer.  
        CONTACT CENTER
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        By 2027, 6 in 10 enterprises will have moved all or part of their contact center technology into the cloud to attain greater flexibility and scalability.  
        CONTACT CENTER
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        By 2026, three-quarters of organizations will apply revenue-centric metrics to contact center operations to better understand how service operations contribute to profitability. 
        CONTACT CENTER
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        By 2027, the distinction between on-premises and cloud-based provisioning of contact center resources will be a peripheral concern for most organizations.
        CONTACT CENTER
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        By 2026, most enterprises will identify digital communications needs as a priority for their contact centers over voice technologies.
        CONTACT CENTER
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        By 2028, 80% of contact centers will overhaul their knowledge management tools and processes, largely to serve the requirements of GenAI applications.
        CONTACT CENTER
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        By 2027, the voice channel in contact centers will be reserved for specialized customer interactions and high touch situations. Centers will slowly stop focusing purchasing on the voice ACD.
        CONTACT CENTER
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        By 2027, quality evaluations of contact center agents will be handled by automated AI systems, freeing managers to provide more targeted coaching and feedback.
        CONTACT CENTER
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        By 2028, one-half of the contact centers that replace their core platforms will focus that purchase around data tools like CRM or CXM rather than the voice routing engine.
        CONTACT CENTER
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        By 2028, the majority of existing on-premises-based call routing systems will have reached vendor end-of-life status.
        CONTACT CENTER
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        By 2028, most customer interactions will be completely contained within an AI-based self-service system.
        AGENT MANAGEMENT
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        By 2026, two-thirds of contact centers will have increased their budgets for training and coaching due to the rigors of managing work-from-home agents and the increasing complexity of agented interactions. 
        AGENT MANAGEMENT
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        Through 2027, one-third of enterprises will establish a formal Voice of the Agent (VoA) program, letting them see agent satisfaction through analysis of interactions with customers. Many more will do this informally. 
        AGENT MANAGEMENT
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        By 2027, three-quarters of contact centers will be staffed by agents that have little experience with pre-pandemic workplace norms.
        AGENT MANAGEMENT
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        By 2026, agent training and skill development will be primarily self-directed, using automated scheduling and AI assessments.
        AGENT MANAGEMENT
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        By 2027, three-quarters of organizations will automatically evaluate data to capture all sources of value an employee contributes to customer value and loyalty.
        AGENT MANAGEMENT
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        By 2027, GenAI technology will substantially replace manual performance evaluations for contact center agents.
        AGENT MANAGEMENT
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        By 2028, contact centers will need to use AI for interviewing and recruiting agents in order to fill ranks across wider geographies.
        AGENT MANAGEMENT
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        By 2027, improvements in AI-based agent guidance will enable lower-skilled agents to handle harder problems, reducing overall labor costs.
        AGENT MANAGEMENT
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        Through 2026, the contact center agent population will be primarily remote, forcing businesses to adopt new tools for supervisors to maintain visibility into agent activities.
        AGENT MANAGEMENT
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        By 2028, nearly all customer interactions will be screened by AI for quality and agent performance.
        AGENT MANAGEMENT
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        By 2027, most contact center agents will be assisted in real time by automated AI guidance.
        VOICE OF THE CUSTOMER
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        By 2026, one-half of enterprises will have enhanced their Voice of the Customer (VoC) data analytics beyond surveys to GenAI analysis of spoken recordings and text interactions. 
        VOICE OF THE CUSTOMER
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        By 2026, one-half of organizations’ marketing departments will be larger users of Voice of the Customer (VoC) analytics than contact centers, using behavioral insights to target customers. 
        VOICE OF THE CUSTOMER
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        By 2026, one-third of organizations will rely more on analysis of passively collected data than direct survey feedback for insight into the Voice of the Customer (VoC).  
        VOICE OF THE CUSTOMER
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        Through 2027, one-half of SMB-sized enterprises will not have the ability to monitor and optimize experiences across interaction channels.  
        VOICE OF THE CUSTOMER
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        Through 2027, automated analytics technologies will become better at determining customer intent and sentiment than customers’ own reporting through surveys.
        VOICE OF THE CUSTOMER
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        By 2026, more than one-half of enterprises will use customer feedback data to enhance personalization of service and sales.
        VOICE OF THE CUSTOMER
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        By 2027, one-third of enterprises will use customer feedback data to create proactive outbound messages for promotions and support.
        VOICE OF THE CUSTOMER
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        By 2028, consumers will be more likely to respond to customer feedback requests from GenAI bots than traditional surveys.
        VOICE OF THE CUSTOMER
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        By 2027, advanced AI-powered customer feedback tools will allow for the integration of multiple threads of customer data into a holistic view of intent and sentiment.
        VOICE OF THE CUSTOMER
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        By 2027, customer feedback data will be used universally throughout enterprises for product development, quality assurance and brand building.
        VOICE OF THE CUSTOMER
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        By 2028, every interaction will be automatically scored for customer sentiment in real time.
        INTELLIGENT SELF SERVICE
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        By 2027, 90% of customer interactions will combine automated conversational self-service and live agents, reducing costs, time and enabling agents to focus on high-value interactions. 
        INTELLIGENT SELF SERVICE
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        By 2027, 3 in 10 customer interactions will be conducted asynchronously by SMS text messaging, with the majority of those consisting of outbound promotional messaging.  
        INTELLIGENT SELF SERVICE
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        Through 2025, organizations will work to define and optimize automated workflows for customer experience. This will tie back- and front-office workers together and enhance the service experience. 
        INTELLIGENT SELF SERVICE
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        By 2027, 60% of customer interactions will be fully captured and resolved within automated self-service channels, expanding to three-quarters by 2030.
        INTELLIGENT SELF SERVICE
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        Through 2026, one-quarter of organizations will have deployed advanced transaction processing and purchasing systems within their primary customer-facing chat channels.
        INTELLIGENT SELF SERVICE
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        By 2027, one-third of mid-sized enterprises will have deployed AI-based knowledge management systems for the dual purpose of assisting agents in real time and boosting customers’ use of self-service.
        INTELLIGENT SELF SERVICE
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        By 2027, AI chatbots will be the default mode of starting service interactions, making it easier for CX teams to derive value from analytics. 
        INTELLIGENT SELF SERVICE
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        By 2028, most customer communications, both inbound and outbound, will be created and overseen by conversational AI systems.
        INTELLIGENT SELF SERVICE
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        By 2028, the contact center use of AI in self-service and agent guidance applications will transform the role of the agent into a high-touch concierge for valuable interactions.
        INTELLIGENT SELF SERVICE
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        By 2027, it will be standard practice for marketing and service teams to collaboratively evaluate whether the design of web resources aid or hinder customers' search for help.
        INTELLIGENT SELF SERVICE
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        By 2026, a growing number of enterprises will train GenAI chatbots to respond to customer queries based on real-time analysis of customer sentiment.
        INTELLIGENT SELF SERVICE
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        Through 2026, contact center buyers will grow increasingly concerned about the cost impact of embedding AI across the CX application stack.
        CUSTOMER EXPERIENCE MANAGEMENT
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        By 2028, 8 in 10 enterprises will recognize the negative impact that siloed customer data has on creating frictionless, unfragmented customer experiences. 
        CUSTOMER EXPERIENCE MANAGEMENT
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        Through 2027, the need for accountability in CX will spur the creation of cross-functional teams reporting to a dedicated CX executive at the C-level. 
        CUSTOMER EXPERIENCE MANAGEMENT
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        By 2027, one-third of enterprises will have developed initiatives to map and manage customer journeys by integrating sales, service and marketing processes.  
        CUSTOMER EXPERIENCE MANAGEMENT
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        By 2027, one-quarter of enterprises will offer some type of video engagement to customers during sales or service contact center interactions.
        CUSTOMER EXPERIENCE MANAGEMENT
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        By 2027, three-quarters of enterprises will have expanded the group of stakeholders influencing customer experience software buying decisions resulting in greater accountability and better resource allocation.  
        CUSTOMER EXPERIENCE MANAGEMENT
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        By 2027, two-thirds of organizations will conclude they lack visibility into customer experiences, leading to initiatives to streamline analytics, performance and customer data integration. 
        CUSTOMER EXPERIENCE MANAGEMENT
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        Through 2027, two-thirds of enterprises will increase their spending on technology to integrate operations and processes between sales, marketing and service, aligning departments to organizational goals.  
        CUSTOMER EXPERIENCE MANAGEMENT
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        By 2027, one-quarter of mid-sized enterprises will determine that connecting sales and service processes via outbound and self-service technologies is a useful shortcut to cross-departmental CX programs.
        CUSTOMER EXPERIENCE MANAGEMENT
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        By 2027, one-quarter of purchases of contact center communications technologies will be influenced by the needs of marketing and revenue teams.
        CUSTOMER EXPERIENCE MANAGEMENT
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        By 2027, customer experience management suites will focus more heavily on their analytic capabilities than their communications tools.
        CUSTOMER EXPERIENCE MANAGEMENT
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        By 2026, customer data platforms will be widespread components of CX platforms.
        CUSTOMER EXPERIENCE MANAGEMENT
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        By 2026, 6 in 10 enterprises will include guided analytics processes and storytelling capabilities to help create and deliver insights for customer experience teams across departments. 
        CUSTOMER EXPERIENCE MANAGEMENT
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        By 2028, systems of record (CRM and CDPs) and systems of engagement in contact centers will have merged into multi-departmental suites.
        CUSTOMER EXPERIENCE MANAGEMENT
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        By 2027, one-half of enterprises will have augmented traditional interaction-handling KPIs with metrics that more accurately reflect customer value, longevity and loyalty.
        CUSTOMER EXPERIENCE MANAGEMENT
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        By 2028, enterprises will replace many CX point solutions with broad, interdepartmental, multifunction suites.
        CUSTOMER EXPERIENCE MANAGEMENT
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        By 2027, software providers from outside the contact center space will dominate the deployment of customer experience management systems.
        FIELD SERVICE
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        Through 2027, one-third of enterprises will find that inadequate scheduling tools for field service operations has a measurable negative effect on customer satisfaction and retention. 
        FIELD SERVICE
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        Through 2026, one-half of enterprises offering B2B field service will find it difficult to meet the demand for sufficient skilled agents and technicians, resulting in fragmented and unsatisfying service outcomes.  
        FIELD SERVICE
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        By 2028, technology for field service management will become differentiated based on the varied needs of specific industries, and of B2B and B2C use cases. 
        FIELD SERVICE
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        By 2027, one-third of contact centers will have deployed video technology to assist field service technicians, reducing truck rolls and reducing the cost of service.  
        FIELD SERVICE
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        By 2026, 4 in 10 enterprises offering field service will start AI automation pilot projects to reduce dispatch requirements and proactively engage customers early in the service process.  
        FIELD SERVICE
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        Through 2026, field service outcomes will be determined by how well technology integrations deliver consistent information to third-party service or installation partners. 
        FIELD SERVICE
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        By 2027, one-third of organizations will try to integrate systems among outside partners to streamline the field service process.
        FIELD SERVICE
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        By 2026, 4 in 10 organizations will be using both AI and workflow automation to make field service more efficient and reduce repeat visits.
        FIELD SERVICE
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        By 2027, one-half of enterprises will have enhanced the mobile and location-aware capabilities of their field service teams to reduce costs and provide better outcomes for customers.
        FIELD SERVICE
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        By 2027, field service outcomes will be improved by greater use of tools that proactively alert customers to product problems and issues.
        FIELD SERVICE
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        By 2026, customer portals will replace the use of voice calls for the majority of B2B field service inquiries.
        FIELD SERVICE
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        By 2028, field service operations will be seen as drivers of significant revenue for most enterprises.
        FIELD SERVICE
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        By 2027, GenAI applications will be widely used in field service centers for both knowledge transfer and technician scheduling.
        FIELD SERVICE
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        By 2028, 70% of enterprises providing B2B field service will have replaced their legacy systems with integrated multipurpose platforms driven by AI.
        FIELD SERVICE
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        By 2028, remote sensing and IoT tools will reduce the number of onsite visits and customer calls to service centers, especially in B2B environments.
        FIELD SERVICE
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        By 2028, most field service technicians will be using augmented reality to perform on-site service calls.
        2024_VR_Digital_Business_Expertise_600px

        Digital Business

        Our business areas of expertise help organizations examine how to maintain business continuity, even in times of upheaval.

        DIGITAL BUSINESS
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        Through 2026, after decades of investment into digital transformation, two-thirds of enterprises will require a new digital business and technology agenda for modernization to ensure workforce effectiveness.
        DIGITAL BUSINESS
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        Through 2027, one-half of enterprises will establish digital business as a priority for an effective workforce that is engaged, satisfied in the work they perform and enabled to meet expected contributions.
        DIGITAL BUSINESS
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        By 2027, the requirements for a digital business in three-quarters of enterprises will not be addressed properly and will require the establishment of a Chief Digital Officer to guide modernization and investments. 
        DIGITAL BUSINESS
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        By 2027, two-thirds of enterprises’ executive leadership teams will determine that their digital experiences are ineffective and that their software investments have been misappropriated. 
        DIGITAL BUSINESS
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        By 2027, two-thirds of enterprises will lack commitment to digital business and effective workforce collaboration, and this will be attributed to leadership culture, leading to continued decay of productivity and profitability. 
        DIGITAL BUSINESS
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        Through 2026, one-half of enterprises will remain digitally ineffective in the deployment of automation to achieve the business priorities for customer-, product- and people-related processes. 
        DIGITAL BUSINESS
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        Through 2026, over one-half of enterprises will have lost the control in governance and manageability of deployed software required for the business to achieve optimal ROI. 
        DIGITAL BUSINESS
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        Through 2026, one-third of enterprises will need to establish a Center of Excellence (CoE) with a digital business team to prioritize collaboration on best practices and software for use across the workforce. 
        DIGITAL BUSINESS
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        By 2027, over two-thirds of enterprises will determine the chaos of software for digital business requires rationalization and consolidation of software providers to ensure operational excellence.
        DIGITAL BUSINESS
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        By 2027, one-half of enterprises will establish a digital intelligence focus that can sense and engage workers with virtual agents to respond to real-time digital event processing.
        DIGITAL BUSINESS
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        Through 2028, one-half of enterprises will have adopted work management methods and tools to realize the necessary productivity and automation to ensure organizational resilience.  
        DIGITAL BUSINESS
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        Through 2027, the lack of insight into digital business will lead two-thirds of enterprises to establish a digital intelligence technology strategy and plan.
        DIGITAL BUSINESS
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        By 2027, one-third of enterprises will realize the necessity of digital identity as foundational to digital business and will make concerted effort to improve the software and technology utilized to track and secure worker engagement.
        DIGITAL BUSINESS
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        Through 2027, the lack of investment into governing sustainability will require one-half of enterprises to apply performance management processes to better plan and govern efforts to reach ESG objectives. 
        DIGITAL BUSINESS
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        Through 2027, the software to support digital business will become a focal point for strategic investment to ensure effective digital modernization in two-thirds of enterprises.
        DIGITAL BUSINESS
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        Through 2027, one-half of enterprises focused on digital business will scrap their use of analytics with dashboards and visualization due to an ineffective understanding of what actions or decisions are needed.
        DIGITAL BUSINESS
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        Through 2027, the assignment of a Chief Digital Officer will be essential in over one-half of enterprises to lead the assessment of how to utilize GenAI as a key advancement in the adoption of a new digital experience.
        DIGITAL BUSINESS
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        By 2028, the use of AI in Digital Business in over one-half of enterprises will require a unified strategy to ensure the effective governance of the software across business processes.
        DIGITAL BUSINESS
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        By 2027, one-half of enterprises will identify that the horrific user experiences in their existing software will bring focus to experience management and approaches that use GenAI as the primary method for interactions.
        DIGITAL BUSINESS
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        Through 2026, one-quarter of enterprises will require a centralized approach to managing large language models and will establish a "librarian" type approach to properly govern and catalogue essential knowledge assets.
        DIGITAL BUSINESS
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        Through 2026, traditional business application software providers will transition to a new generation of applications that utilize GenAI as the standard digital experience for engaging with the application.
        DIGITAL BUSINESS
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        By 2027, the disarray of tools for digital business from software providers will invoke a round of software provider consolidation to simplify portfolios.
        DIGITAL BUSINESS
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        Through 2027, software providers in digital communications will unify with those in work management to meet the next level of modernization required for workforce effectiveness.
        DIGITAL BUSINESS
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        Through 2025, the use of mobile digital wallets will be embraced by consumers and will force one-half of enterprises to provide new digital purchasing experiences.  
        DIGITAL BUSINESS
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        By 2027, the necessity of contactless payment throughout the buying processes will force one-half of enterprises to digitally transform and embrace mobile and online technological approaches.
        DIGITAL BUSINESS
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        By 2027, one-third of enterprises will establish digital identity technology platforms to streamline the security of digital payment processes with the workforce and customers.  
        DIGITAL BUSINESS
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        Through 2027, only one-third of enterprises will have standardized digital payments processes to meet the finance and supplier harmony required to mitigate risk. 
        DIGITAL BUSINESS
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        Through 2028, market demand for payment choice will see one-fifth of enterprises broadly adopt digital currencies like Bitcoin for business with customers and workforce. 
        DIGITAL BUSINESS
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        By 2027, one-half of digital payment platforms will reinvent themselves by unifying digital identity and security as integral components of the technology offering.
        DIGITAL BUSINESS
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        By 2026, one-third of enterprises will ensure workforce readiness by operating a unified governance and risk program to guide workforce compliance to policies and standards.
        DIGITAL BUSINESS
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        Through 2026, the lack of policy compliance in business processes will lead one-half of enterprises to establish digital workflows to guide operational excellence and mitigate risk.
        DIGITAL BUSINESS
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        In 2027, the absence of risk metrics used in decision-making processes by two-thirds of enterprises will contribute to declined performance and lack of organizational readiness. 
        DIGITAL BUSINESS
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        By 2027, a new breed of business process intelligence and process mining software will unify with workflow and robotic process automation technologies to provide operational resilience.
        DIGITAL BUSINESS
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        Through 2027, the lack of digital and data governance in two-thirds of enterprises will be a priority for business to ensure effective collaborative decision making.
        DIGITAL COMMUNICATIONS
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        By 2027, two-thirds of enterprises will determine existing digital communications software is ineffective to support intelligent and dynamic secured and seamless interactions across devices and people.
        DIGITAL COMMUNICATIONS
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        Through 2026, a new breed of digital communications platform will evolve from today’s collaboration and unified communication as-a-service (UCaaS) software to meet modern business requirements. 
        DIGITAL COMMUNICATIONS
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        Through 2027, two-thirds of enterprises will realize that enterprise-wide digital communications do not satisfy workforce expectations due to a lack of engaging collaboration and use of AI, resulting in decreased productivity and worker engagement.
        DIGITAL COMMUNICATIONS
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        Through 2027, only one-quarter of enterprises will have standardized their digital communications technologies to provide the highest level of resilience and unification for an effective workforce. 
        DIGITAL COMMUNICATIONS
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        By 2026, one-quarter of enterprises will prioritize GenAI-supported text and voice as an essential technology for digital communication.
        DIGITAL COMMUNICATIONS
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        By 2027, one-third of enterprises will continue to use email for communicating, ignoring collaboration through structured messaging and thus contributing to the ineffective use of workforce time and reducing impact.
        DIGITAL COMMUNICATIONS
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        Through 2028, one-quarter of enterprises will use AI to redirect digital communications to intelligent automation methods for response and resolution.
        DIGITAL COMMUNICATIONS
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        Through 2026, the overabundance of digital communications software providers will lead to consolidation of choices for enterprises.
        DIGITAL COMMUNICATIONS
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        By 2027, the consolidation of software providers in digital communications will bring focus to platforms that enable interactions in any application and device.
        EXPERIENCE MANAGEMENT
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        By 2026, one-half of enterprises will realize that digital experiences are neither intelligent nor automated and that they fail to meet the readiness requirements of every worker and business process.  
        EXPERIENCE MANAGEMENT
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        Through 2026, one-quarter of enterprises will establish a Center of Excellence (CoE) to assess and optimize digital experiences across all business processes and workflows to ensure optimal interactions. 
        EXPERIENCE MANAGEMENT
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        By 2027, one-fifth of enterprises will establish a Chief Experience Officer to guide digital improvements to experience management throughout the enterprise's business processes.  
        EXPERIENCE MANAGEMENT
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        Through 2026, two-thirds of enterprises will use AI to optimize the engagement between people and machines to prioritize experience management as a technological precedent for every digital interaction.
        EXPERIENCE MANAGEMENT
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        Through 2026, over two-thirds of enterprises will realize that a lack of focus on the feedback from ”Voice of the” programs to support customer, product, supplier and workforce hinders digital effectiveness.
        EXPERIENCE MANAGEMENT
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        Through 2027, the experience management software category will help support enterprise requirements to consolidate people and machine feedback using AI, leading to optimized digital interactions.
        EXPERIENCE MANAGEMENT
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        Through 2026, the poor performance and effectiveness of digital application experiences will be a contributing factor to workforce attrition in over one-third of enterprises.
        EXPERIENCE MANAGEMENT
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        BY 2027, one-fifth of enterprises will use AI to dynamically personalize the digital experiences of interactions and determine where GenAI is an effective engagement method.
        EXPERIENCE MANAGEMENT
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        Through 2026, software providers who gather employee and customer feedback will advance to use AI for dynamic engagement with the contact center for resolution and satisfaction.
        EXPERIENCE MANAGEMENT
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        By 2027, software providers in experience management will advance to adopt GenAI techniques instead of surveys to garner feedback in a more human and seamless manner.
        PERFORMANCE MANAGEMENT
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        Through 2027, one-third of enterprises will realize the lack of focus on performance management across business processes has created unnecessary risk in decision-making efforts. 
        PERFORMANCE MANAGEMENT
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        Through 2027, one-third of enterprises will determine the lack of performance management and supporting software within business units has led to sub-optimization that does not contribute to overall improvement and expected outcomes. 
        PERFORMANCE MANAGEMENT
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        By 2027, one-quarter of enterprises will embrace "objectives and key results" (OKR) methods in software to guide workforce performance to achieve desired outcomes.
        PERFORMANCE MANAGEMENT
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        Through 2027, four-fifths of enterprises will realize the lack of a Chief Performance Officer has impacted the ability to reach the performance expectations of the executive team and stakeholders.
        PERFORMANCE MANAGEMENT
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        By 2027, a new generation of cloud-based machine learning and AI-based virtual agents for performance management will be recognized as an emergent and innovative technology.
        PERFORMANCE MANAGEMENT
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        Through 2026, one-third of enterprises will evolve from performance management processes based on analytics and planning to ones using AI that maximize to desired outcomes.
        PERFORMANCE MANAGEMENT
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        By 2027, 3 in 5 enterprises will include guided analytics processes and storytelling capabilities to help create and deliver insights for line-of-business personnel.
        PERFORMANCE MANAGEMENT
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        By 2027, one-third of enterprises will determine the lack of discipline in managing performance to expected outcomes will require investment into digital applications designed to be work companions that can engage through GenAI.
        PERFORMANCE MANAGEMENT
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        Through 2027, software providers will use GenAI to develop new methods for performance management that is engaging and can guide actions for improvement.
        PERFORMANCE MANAGEMENT
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        Through 2026, software providers will begin to unify performance management tools that span people and reviews with objectives and outcomes that are best fit for the workforce.
        SUSTAINABILITY AND ESG
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        Through 2027, one-half of enterprises will receive a vote of no confidence from their workforce for not prioritizing sustainability management and carbon reduction in support of ESG.
        SUSTAINABILITY AND ESG
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        By 2027, one-quarter of enterprises will not be able to achieve sustainability management objectives without environmental social governance (ESG) applications required to sustain continuous improvement.
        SUSTAINABILITY AND ESG
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        Through 2026, two-thirds of enterprises will recognize they lack the applications and insight to optimize sustainability, requiring AI with analytics and planning-based performance management systems. 
        SUSTAINABILITY AND ESG
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        By 2027, one-quarter of enterprises will establish a Chief Sustainability Officer to guide environmental social governance (ESG) efforts to minimize their carbon footprint and demonstrate commitment to the workforce and stakeholders.
        SUSTAINABILITY AND ESG
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        Through 2026, one-half of software providers focused on sustainability will incorporate AI/ML to identify the most relevant performance metrics that achieve strategic and operational objectives.
        SUSTAINABILITY AND ESG
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        By 2027, a new generation of sustainability technology will evolve to optimize environmental social governance (ESG) requirements for operating across enterprise.
        SUSTAINABILITY AND ESG
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        Through 2026, more than one-quarter of enterprises will combine business event data with machine-generated telemetry data to provide context and generate additional business value from observability to support ESG efforts.
        SUSTAINABILITY AND ESG
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        By 2027, three-quarters of enterprises will use data virtualization and query federation capabilities to avoid data movement while accessing and querying data for ESG and sustainability efforts through natural language and AI.
        SUSTAINABILITY AND ESG
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        Through 2027, two-thirds of enterprises will require investments into dedicated applications to effectively govern sustainability and ESG efforts.
        SUSTAINABILITY AND ESG
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        By 2027, software providers for sustainability and ESG will fail as they do not adapt to the use of intelligent automation and GenAI as the methods for engaging with their applications.
        SUSTAINABILITY AND ESG
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        Through 2026, the limited set of business planning support in sustainability and ESG software will cause a transition to those that provide critical forward-looking capabilities.
        WORK MANAGEMENT
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        Through 2027, one-half of enterprises will invest in work experiences and prioritize work management software that optimizes use of time for task and activity execution.
        WORK MANAGEMENT
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        By 2027, one-half of enterprises will deem existing project management approaches ineffective to enable workforce resilience and provide business continuity.
        WORK MANAGEMENT
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        Through 2026, the work management applications category will become a critical priority for digital business in order for productive workforce engagement to reach its full potential.
        WORK MANAGEMENT
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        By 2026, two-thirds of enterprises will realize the necessity of collaborative, focused and task-oriented work management to ensure their portfolio and resources are utilized effectively.
        WORK MANAGEMENT
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        Through 2027, the use of work management software in one-half of enterprises will be identified as an essential investment to increase the effectiveness of the workforce and to reach optimal outcomes.
        WORK MANAGEMENT
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        By 2027, the embedding of machine learning and AI will contribute to intelligent work operations that help manage workforce effectiveness.
        WORK MANAGEMENT
        Square Rectangle
        By 2027, one-half of enterprises will find the lack of predictability in portfolio and project management to be a significant flaw in their current approach, requiring new investments.
        WORK MANAGEMENT
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        Through 2028, two-thirds of enterprises will invest into software that provides the intelligence in their portfolio of project management to avoid unnecessary risk and produce expected outcomes.
        WORK MANAGEMENT
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        Through 2027, the adoption of GenAI in work management software will help provide guidance regarding the effective prioritization of tasks that are essential to work performance.
        WORK MANAGEMENT
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        Through 2027, the need to predict potential exceptions and issues in work management will require the application of AI to ensure notification and resolution.
        WORK MANAGEMENT
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        By 2027, the software providers in work management will evolve to provide portfolio operations and performance support in their offerings.
        DIGITAL APPLICATIONS
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        Through 2027, one-fifth of enterprises will deem the current portfolio of business applications as ineffective in existing business processes and will examine a new generation of digital applications that embed AI and use GenAI.
        DIGITAL APPLICATIONS
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        Through 2026, one-third of enterprises will identify intelligent automation as essential to their business processes and prioritize a digital applications approach.
        DIGITAL APPLICATIONS
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        By 2028, CIOs in one-quarter of enterprises will modernize their business processes using digital applications designed for engagement and automation.
        DIGITAL APPLICATIONS
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        Through 2027, one-fifth of enterprises will require AI-based digital applications that can interconnect the data and transactions from data platforms and operate in hybrid cloud computing environments.
        DIGITAL APPLICATIONS
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        By 2026, the use of GenAI software will lead one-quarter of enterprises to reassess their applications and recognize the need for digital renovation of their portfolio.
        DIGITAL APPLICATIONS
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        Through 2026, one-quarter of enterprises will require that the use of digital technologies like conversational AI and collaborative technologies be infused in their business applications.
        DIGITAL APPLICATIONS
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        By 2027, the advancement of digital platforms to support applications with the use of intelligent automation and AI will modernize the portfolio of software used by the workforce and across business processes.
        DIGITAL APPLICATIONS
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        By 2026, the software category of business applications will transition to digital applications to meet the imperative for simplicity and sophistication in enterprise modernization efforts.
        DIGITAL INTELLIGENCE
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        By 2027, one-third of enterprises will require a modern generation of digital intelligence tools to automate the generation of insights and supplement interactions with relevant recommendations.
        DIGITAL INTELLIGENCE
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        Through 2026, one-fifth of enterprises will determine that a lack of insight on digital activities by customers requires an investment to meet the needs of the business.
        DIGITAL INTELLIGENCE
        Square Rectangle
        Through 2026, one-quarter of enterprises will require digital insights on the interactions with systems to gain intelligence on engagement by the workforce and with external parties.
        DIGITAL INTELLIGENCE
        Square Rectangle
        By 2027, one-quarter of enterprises will require a new platform for applying analytics and using AI to enhance digital interactions while sensing and responding to opportunities and issues in an expedited manner.
        DIGITAL INTELLIGENCE
        Square Rectangle
        Through 2027, one-third of enterprises will need a digital intelligence platform to monitor and act on the interactions of conversational AI systems.
        DIGITAL INTELLIGENCE
        Square Rectangle
        By 2028, one-quarter of enterprises will require real-time event processing that can utilize process mining methods to instrument the intelligent automation of workflows.
        DIGITAL INTELLIGENCE
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        By 2028, the necessity of insights on digital activities will require software providers to support the needs of digital intelligence across processes and systems.
        DIGITAL INTELLIGENCE
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        Through 2026, the need for digital intelligence will require that software providers look at applying AI to the interactions of any individual or systems operating.
        DIGITAL OPERATIONS
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        By 2027, one-half of enterprises will have the majority of their services digitally enabled, requiring operations software that can monitor and act on disruptions.
        DIGITAL OPERATIONS
        Square Rectangle
        Through 2026, one-third of enterprises will embrace the business need for digital operations software that can monitor across all services and interactions with customers.
        DIGITAL OPERATIONS
        Square Rectangle
        By 2026, the need of one-half of enterprises to dynamically support digital incidents will require a modern generation of services for IT and business.
        DIGITAL OPERATIONS
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        In 2026, one-quarter of enterprises will have applied GenAI to digital operations to best understand and engage with services that are operated by machines.
        DIGITAL OPERATIONS
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        Through 2027, one-third of enterprises will enable digital operations as a focal point of integration for their existing digital processes and systems.
        DIGITAL OPERATIONS
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        By 2028, one-quarter of enterprises will orchestrate digital operations through event processing that can process the status of digital services.
        DIGITAL OPERATIONS
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        Through 2027, the software category of digital operations management will service enterprises that must monitor and act in real time to support the continuity of business processes.
        DIGITAL OPERATIONS
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        Through 2026, the application of GenAI with digital operations will enable a new machine-driven method for engagement with operations teams.
        GENERATIVE AI
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        By 2026, three-quarters of enterprises will lack the competencies and skills required for GenAI, creating the need for outsourced governance of deployments.
        GENERATIVE AI
        Square Rectangle
        Through 2027, one-third of enterprises will embrace GenAI as the digital experience for their processes and applications used by the workforce.
        GENERATIVE AI
        Square Rectangle
        By 2027, one-third of enterprises that have deployed GenAI will identify governance and security risks to digital methods of accessing information and acting upon it.
        GENERATIVE AI
        Square Rectangle
        Through 2026, one-quarter of enterprises will adopt packaged LLMs that are governed and secured by business and IT professionals who must train the software to meet specific requirements.
        GENERATIVE AI
        Square Rectangle
        By 2026, one-quarter of enterprises will have deployed GenAI into their digital business to enable a new means for conversation and engagement.
        GENERATIVE AI
        Square Rectangle
        Through 2027, the use of AI platforms will become the standard method for one-third of enterprises to develop and configure their GenAI requirements.
        GENERATIVE AI
        Square Rectangle
        By 2027, software providers will have embraced GenAI as the primary method to incorporate conversational engagement within their applications.
        GENERATIVE AI
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        Through 2026, software providers will shift their application development to conversational science and model development to meet GenAI needs.
        2024_VR_Digital_Tech_Expertise_600px

        Digital Technology

        Helps organizations innovate and transform business and IT processes to improve efficiency and effectiveness.

        DIGITAL TECHNOLOGY
        Square Rectangle
        Through 2027, 2 in 5 enterprises will realize that the digital technology used for operating virtually for business continuity is ineffective in supporting organizational resilience. 
        DIGITAL TECHNOLOGY
        Square Rectangle
        By 2026, more than one-half of enterprises will have invested into newly formed digital platforms to unify collaborative and conversational technology to simplify the work experience. 
        DIGITAL TECHNOLOGY
        Square Rectangle
        Through 2025, 3 in 5 enterprises will prefer modular and customizable SaaS services over all-in-one integrated software platforms to deliver value by adapting to specific business requirements.
        DIGITAL TECHNOLOGY
        Square Rectangle
        Through 2025, 70% of enterprises will conclude that data visibility, monitoring and analysis efforts have led to exorbitant costs for cloud computing services, requiring a new strategy for data consumption.
        DIGITAL TECHNOLOGY
        Square Rectangle
        By 2026, one-half of enterprises will find they have not embraced digital technology sufficiently to be more intelligent and automated, decreasing workforce satisfaction and increasing employee turnover. 
        DIGITAL TECHNOLOGY
        Square Rectangle
        Through 2026, less than one-half of enterprises will have established the Chief Digital Officer as responsible for the processes and technologies that enable digital effectiveness and optimal workforce productivity. 
        DIGITAL TECHNOLOGY
        Square Rectangle
        By 2026, more than one-half of enterprises will improve digital effectiveness by deploying virtual agents to conduct work through applied AI and intelligent automation.
        DIGITAL TECHNOLOGY
        Square Rectangle
        By 2026, more than one-half of enterprises will have adopted initiatives to transform in-house developed applications to cloud-native architectures.
        DIGITAL TECHNOLOGY
        Square Rectangle
        Through 2026, only 1 in 5 enterprises will analyze patterns and generate insights from GenAI software that empower data-driven decision-making and lead to improved business outcomes.
        DIGITAL TECHNOLOGY
        Square Rectangle
        By 2026, 25% of enterprises will offer GenAI tools and services for workforce collaboration on brainstorming, content creation and generating diverse recommendations to improve resource allocation and productivity.
        DIGITAL TECHNOLOGY
        Square Rectangle
        By 2026, only 40% of enterprises will optimize for operational efficiency using GenAI-powered natural language interfaces to drive cost savings and streamline processes.
        DIGITAL TECHNOLOGY
        Square Rectangle
        By 2026, one-third of enterprises will have established governance to mitigate risks associated with GenAI software ensuring ethical considerations, avoiding data and model bias, and safeguarding privacy and data security.
        DIGITAL TECHNOLOGY
        Square Rectangle
        Through 2026, more than one-half of enterprises will add personalized experiences to business applications to maximize productivity and effectiveness.
        DIGITAL TECHNOLOGY
        Square Rectangle
        Through 2026, nearly one-half of enterprises will deploy GenAI embedded in software applications. 
        DIGITAL TECHNOLOGY
        Square Rectangle
        By 2026, the enterprise adoption of Software Bill of Materials will enhance the security of the software supply chain, leading to long-term savings by mitigating security risks and preventing costly breaches.
        DIGITAL TECHNOLOGY
        Square Rectangle
        Through 2025, software for digital technologies will empower the enterprise CIO to drive strategic transformation, enabling efficient operations, informed decision-making and a competitive edge in the market.
        DIGITAL TECHNOLOGY
        Square Rectangle
        Through 2026, AI technologies will be pivotal in shaping the future of enterprise IT software, driving innovation, enhancing decision-making, optimizing costs and creating competitive advantages for organizations.
        DIGITAL TECHNOLOGY
        Square Rectangle
        Through 2025, enterprise CIOs will rely on digital technologies to transform operations, enable cost optimization, drive business goals, boost efficiency and achieve strategic objectives.
        BUSINESS CONTINUITY
        Square Rectangle
        By 2026, one-quarter of enterprise CIOs will realize that overinvestment and complexity in the business continuity plan hinders rather than enhances operational resilience.
        BUSINESS CONTINUITY
        Square Rectangle
        Through 2025, one-third of enterprises will realize that digital transformation investments have not fulfilled the organizational readiness needs for business continuity, requiring new digital investments.
        BUSINESS CONTINUITY
        Square Rectangle
        By 2026, one-half of enterprises will determine that current business applications for virtualized collaborative and mobile experiences are not suited for business continuity and resilience.
        BUSINESS CONTINUITY
        Square Rectangle
        By 2026, after decades of digital transformation efforts, two-thirds of enterprises will not resource business continuity as an investment priority to reduce operational risk due to black swan events. 
        BUSINESS CONTINUITY
        Square Rectangle
        By 2026, 1 in 3 enterprises will realize that disaster recovery plan investments focused on the software technology rather than the completeness of the plan, leaving the organization at risk from a lack of testing and exercising.
        BUSINESS CONTINUITY
        Square Rectangle
        Through 2026, only 1 in 8 enterprises will invest in cloud data replication to address high availability and reliability during a catastrophic event.
        BUSINESS CONTINUITY
        Square Rectangle
        By 2027, enterprise CIOs will prioritize business continuity software vendors to ensure 24x7 IT operations, mitigating downtime risks and enhancing operational resilience.
        BUSINESS CONTINUITY
        Square Rectangle
        By 2026, disaster recovery and business continuity software vendors will offer comprehensive Disaster-Recovery-as-a-Service platforms, providing flexibility and agility to enterprises.
        BUSINESS CONTINUITY
        Square Rectangle
        By 2026, one-third of enterprises will embrace business continuity planning to align digital technology investments to meet the demand of a virtualized customer, product and workforce environment. 
        BUSINESS CONTINUITY
        Square Rectangle
        By 2026, two-thirds of enterprises' investment into software and cloud computing will not be prepared to ensure continuity of business processes.
        CLOUD COMPUTING
        Square Rectangle
        Through 2026, one-fifth of enterprises will consolidate public cloud computing platforms to a single provider to redirect resource costs and effort from infrastructure to maximize the derived value. 
        CLOUD COMPUTING
        Square Rectangle
        By 2027, over three-quarters of enterprises will operate across multiple public cloud computing environments, necessitating the requirement for a unified data platform to virtualize access for business continuity. 
        CLOUD COMPUTING
        Square Rectangle
        By 2025, only 2 in 5 enterprises will have confidence in fluctuating market conditions to accurately plan and budget for cloud services, impacting cost optimization and transformation programs.
        CLOUD COMPUTING
        Square Rectangle
        Through 2025, the cloud service provider ecosystem will remain largely unchanged except for emerging community, industry and sovereign country providers.
        CLOUD COMPUTING
        Square Rectangle
        Through 2026, ITOps software providers will incorporate AI capabilities in cloud computing services to predict and prevent SLA breaches, ensuring optimal service delivery and improved customer satisfaction to the enterprise.
        CLOUD COMPUTING
        Square Rectangle
        By 2026, nearly one-half of enterprises will have started implementation of a secure access service edge strategy due to increased adoption of hybrid and multi-cloud environments.
        CLOUD COMPUTING
        Square Rectangle
        By 2026, one-half of enterprises will be investing in distributed cloud infrastructure to standardize environments used in the public cloud, as well as in on-premises data centers and at the edge. 
        CLOUD COMPUTING
        Square Rectangle
        Through 2026, two-thirds of enterprises will operate in cloud computing and mobile device operating environments in response to siloed activities from on-premises application and tool deployments. 
        CLOUD COMPUTING
        Square Rectangle
        Through 2026, one-half of enterprises will operate across multiple cloud computing providers to meet data sovereignty requirements.
        DIGITAL SECURITY
        Square Rectangle
        By 2026, over 2 in 5 enterprises will have overlooked information security’s role in evaluating digital technology, introducing unnecessary risk to corporate information assets.  
        DIGITAL SECURITY
        Square Rectangle
        By 2025, 1 in 8 enterprises will deploy GenAI in the security operations center to accelerate threat detection and resolution.
        DIGITAL SECURITY
        Square Rectangle
        By 2026, a push for digital modernization of applications will result in 2 in 5 enterprises adopting secure access service edge software to integrate digital security and networking strategies.
        DIGITAL SECURITY
        Square Rectangle
        Through 2025, the focus of the enterprise CISO must evolve to address secure DevOps, develop a cloud security strategy and implement AI-driven threat prevention.
        DIGITAL SECURITY
        Square Rectangle
        Through 2026, digital security software providers will seek partnerships with other providers to counter the enterprise desire to consolidate suppliers and optimize costs from separate agreements.
        DIGITAL SECURITY
        Square Rectangle
        By 2026, 3 in 5 enterprises will have deployed DNS, DHCP and IPAM (DDI) technologies to thwart attackers from spreading malware and gaining unauthorized access to network resources.
        DIGITAL SECURITY
        Square Rectangle
        By 2026, 7 in 10 enterprises will implement SPF, DKIM and DMARC policies to authenticate email domain senders and reduce email phishing and domain spoofing.
        DIGITAL SECURITY
        Square Rectangle
        Through 2026, the growth of attack surfaces will lead 3 in 10 enterprises to implement attack simulations and continuous threat exposure management to prioritize potential threats and remediation activities.
        DIGITAL SECURITY
        Square Rectangle
        Through 2026, over two-thirds of enterprises will converge cyber and information security efforts into digital security programs for effective governance and the protection of physical and digital assets.
        DIGITAL SECURITY
        Square Rectangle
        By 2026, over one-half of enterprises will require password encryption in digital security to reduce the risk of unauthorized access to corporate systems. 
        DIGITAL SECURITY
        Square Rectangle
        By 2026, over two-thirds of enterprises will have adopted digital identity platforms that unify digital security to protect enterprises’ intellectual assets. 
        DIGITAL SECURITY
        Square Rectangle
        Through 2026, a new generation of digital security technology using AI and virtual agents will be established to interoperate across the enterprise. 
        INTELLIGENT AUTOMATION
        Square Rectangle
        By 2026, 2 in 5 enterprises will shift from email-focused work experiences to messaging and collaborative environments that capture knowledge and improve organizational effectiveness. 
        INTELLIGENT AUTOMATION
        Square Rectangle
        Through 2027, enterprises that have not embraced voice and chat conversational computing to simplify business application interactions will be at a competitive disadvantage. 
        INTELLIGENT AUTOMATION
        Square Rectangle
        Through 2026, less than one-half of enterprises will embrace AI-powered intelligent virtual agents (IVA) to mitigate customer dissatisfaction while maximizing operational efficiency. 
        INTELLIGENT AUTOMATION
        Square Rectangle
        By 2026, only 3 in 10 enterprises will have deployed conversational experiences to the work environment with technology designed to increase productivity. 
        INTELLIGENT AUTOMATION
        Square Rectangle
        Through 2026, the majority of voice-based conversational computing experiences will be delivered on mobile devices, limiting the technology's reach and value.
        INTELLIGENT AUTOMATION
        Square Rectangle
        By 2026, one-half of enterprises will use intelligent automation technologies to interconnect disparate applications and systems across public and private cloud computing environments to optimize digital efficiencies. 
        INTELLIGENT AUTOMATION
        Square Rectangle
        By the end of 2026, more than 3 in 5 enterprises will have deployed automated virtual agents for efficient customer and worker engagement and operational effectiveness. 
        INTELLIGENT AUTOMATION
        Square Rectangle
        By 2026, over two-thirds of enterprises will standardize on a single digital platform for workflow automation and will deploy intelligent automation technologies to eliminate redundant manual work. 
        INTELLIGENT AUTOMATION
        Square Rectangle
        By the end of 2026, intelligent automation and workflow technology will combine into a new digital platform that enables people and machines to create resilience in business processes.  
        INTELLIGENT AUTOMATION
        Square Rectangle
        By 2026, the need to manage repetitive activities in 3 in 5 enterprises will drive workflow automation to advance efficiency using intelligent automation technologies. 
        INTELLIGENT AUTOMATION
        Square Rectangle
        By 2026, one-quarter of low-code platforms will incorporate intelligent automation technologies to improve business processes involving legacy applications.
        INTELLIGENT AUTOMATION
        Square Rectangle
        Through 2026, 1 in 5 enterprises will look to add process intelligence and streamline operations by exploring process mining to optimize workflow and business processes. 
        INTELLIGENT AUTOMATION
        Square Rectangle
        By 2026, one-half of enterprises will examine methods to gain intelligence on the events and activities of people and machines, elevating the importance of process mining technology. 
        INTELLIGENT AUTOMATION
        Square Rectangle
        By 2025, Intelligent Document Processing software providers will be foundational for improving workflow, data entry and data processing in the growth of intelligent automation.
        INTELLIGENT AUTOMATION
        Square Rectangle
        By 2026, RPA technology will evolve to address the broader needs of intelligent automation and distributed cloud architectures, and will be delivered as a SaaS platform, reducing the need for complex infrastructure setup and maintenance.
        INTELLIGENT AUTOMATION
        Square Rectangle
        Through 2026, process mining will remain primarily associated with major software vendor applications requiring customization to mine the preponderance of business processes. 
        INTELLIGENT AUTOMATION
        Square Rectangle
        By 2026, more than 4 in 5 process mining platforms will incorporate AI and machine learning to examine and improve existing business processes.
        INTELLIGENT AUTOMATION
        Square Rectangle
        By 2026, one-half of enterprises will realize that digital experiences are neither intelligent nor automated, and that they fail to meet the readiness requirements of enterprises.
        OBSERVABILITY
        Square Rectangle
        Through 2026, more than one-half of enterprises will increase investments in observability technology to accelerate the value being generated from telemetry data including logs, traces and metrics.
        OBSERVABILITY
        Square Rectangle
        Through 2026, more than one-quarter of enterprises will combine business event data with machine-generated telemetry data to provide context and generate additional business value from observability.
        OBSERVABILITY
        Square Rectangle
        By 2026, the limitations of data source discovery and the growth of IT blind spots will result in nearly one-half of enterprises investing in new observability platforms and tools to maintain visibility across all systems.
        OBSERVABILITY
        Square Rectangle
        Through 2025, 40% of enterprises will consolidate the tools used for observability in favor of consolidated observability platforms to achieve greater scalability and to optimize costs.
        OBSERVABILITY
        Square Rectangle
        By 2026, the adoption of open source observability tools and standards that foster cultures of transparency and collaboration will lead 1 in 3 enterprises to reduced mean time to resolution for unplanned downtime and performance variations.
        OBSERVABILITY
        Square Rectangle
        By 2026, software providers for enterprise observability platforms and tools must improve growth opportunities and broaden scope beyond DataOps and SecOps to include DevOps, MLOps and AIOps.
        OBSERVABILITY
        Square Rectangle
        By 2025, observability software providers will incorporate GenAI into products and services to improve the accessibility and usability of data analysis by enterprise IT teams.
        OBSERVABILITY
        Square Rectangle
        By 2026, only 1 in 10 enterprises will have achieved end-to-end observability due to data silos, application complexity and volume of data, limiting the potential for resilience and growth.
        OBSERVABILITY
        Square Rectangle
        Through 2026, three-quarters of enterprises utilizing telemetry data will have invested in observability pipelines to improve time-to-detection and time-to-resolution based on machine logs, traces and metrics.
        IT SERVICE MANAGEMENT
        Square Rectangle
        By 2026, the complexity of IT Service Management frameworks and lack of infrastructure knowledge will convince 4 in 5 enterprises to investigate AI technologies including machine learning, NLP and GenAI to improve efficiency.
        IT SERVICE MANAGEMENT
        Square Rectangle
        Through 2026, 75% of enterprises will rely on software and managed service providers to overcome the challenges of integrating data and systems within IT Service Management due to disparate and legacy systems.
        IT SERVICE MANAGEMENT
        Square Rectangle
        Through 2025, the creation and maintenance of digital workflows will remain the leading transformative activity for enterprises to create new business processes, culture and customer experiences.
        IT SERVICE MANAGEMENT
        Square Rectangle
        By 2026, IT Service Management software providers must evolve product offerings beyond transactional ticketing to initiate workflow for work orders, support articles or marketing content.
        IT SERVICE MANAGEMENT
        Square Rectangle
        By 2026, IT Service Management software providers will integrate conversational AI to improve user workflow engagement, understand queries and accelerate ticket resolution.
        IT SERVICE MANAGEMENT
        Square Rectangle
        By 2026, 85% of enterprises will rely on IT Service Management application marketplaces to connect software platforms across line-of-business groups.
        DEVOPS AND PLATFORMS
        Square Rectangle
        Through 2026, over one-half of enterprises will face challenges developing and rolling out AI capabilities in DevOps programs that are necessary to use data-driven insights and gain operational efficiency.
        DEVOPS AND PLATFORMS
        Square Rectangle
        By 2026, nearly one-third of enterprise DevOps teams will utilize GenAI in the design, development and maintenance of applications that conform to industry and business standards for quality and security.
        DEVOPS AND PLATFORMS
        Square Rectangle
        By 2026, DevOps software providers must enhance products and services to incorporate AI platforms, such as pre-built models and infrastructure, AI-capable workflows and GenAI support.
        DEVOPS AND PLATFORMS
        Square Rectangle
        By 2026, software providers that combine predictive analytics and AI into release management tools will help DevOps teams achieve quality and issue resolution goals in response to calls for streamlining the enterprise process.
        DEVOPS AND PLATFORMS
        Square Rectangle
        By 2027, 1 in 6 enterprises will fail to implement secure application development forcing a strategy change to integrate security into DevOps pipelines or adopt infrastructure as code.
        DEVOPS AND PLATFORMS
        Square Rectangle
        Through 2025, a lack of qualified developers to maintain legacy applications will lead to software vulnerabilities that require enterprises to prioritize transformational programs to control maintenance costs and remain competitive.
        DEVOPS AND PLATFORMS
        Square Rectangle
        Through 2026, 4 in 5 enterprises will adopt low-code or no-code platforms for applications development, reducing IT complexity and improving the agility to adapt to changes.
        DEVOPS AND PLATFORMS
        Square Rectangle
        Through 2025, 1 in 7 enterprises will invest in DevOps to improve the customer experience, increasing the adoption rate of applications and enhancing workforce efficiency.
        ITOPS
        Square Rectangle
        By 2026, software providers for ITOps must reduce the complexity of designing, configuring and maintaining IT systems in order to remain relevant in the next generation of transformational enterprise activities.
        ITOPS
        Square Rectangle
        By 2026, ITOps software providers must modernize and enhance product offerings to support data lakes, AI technologies and advanced analytics necessary for AIOps to reduce monitoring and increase automation.
        ITOPS
        Square Rectangle
        By 2026, the proliferation of hybrid digital infrastructure will require that enterprises invest in management skills, tools and processes to address emerging ITOps challenges.
        ITOPS
        Square Rectangle
        Through 2025, demand for real-time insights into the health and performance of IT systems will result in 40% of enterprises funding AIOps strategies to streamline operations and optimize resources.
        ITOPS
        Square Rectangle
        By 2025, the desire for a holistic view of IT operations will lead 60% of CIOs to include AIOps on technology priorities to help manage hybrid infrastructure and optimized workloads.
        ITOPS
        Square Rectangle
        Through 2026, 4 in 7 enterprises will encounter challenges managing the current ITOps environment and investigate new approaches for data infrastructure, DevOps, hybrid cloud management and observability.
        IOT AND EDGE COMPUTING
        Square Rectangle
        Through 2026, one-half of enterprises using IoT technology will rely on real-time events and messages that stream to cloud-based data warehouse or data lake environments to increase operational insights. 
        IOT AND EDGE COMPUTING
        Square Rectangle
        Through 2025, the zettabytes of data generated by IoT devices will motivate software providers to offer data management tools incorporating machine learning and GenAI capabilities that help enterprises extract meaningful insights.
        IOT AND EDGE COMPUTING
        Square Rectangle
        Through 2026, 1 in 5 enterprises will find they lack distributed and secure architecture to support the event streams required to efficiently operate IoT devices. 
        IOT AND EDGE COMPUTING
        Square Rectangle
        By 2026, one-third of enterprises will unify edge computing to process events using machine learning and analytics to increase the intelligence in IoT. 
        IOT AND EDGE COMPUTING
        Square Rectangle
        Through 2026, three-quarters of IoT platforms will incorporate edge processing as well as AI and machine learning to increase the intelligence in IoT. 
        IOT AND EDGE COMPUTING
        Square Rectangle
        Through 2026, edge computing software providers will focus on digital security development that leads to enhanced booting security and executing only trusted firmware. 
        IOT AND EDGE COMPUTING
        Square Rectangle
        By 2025, edge computing software providers will introduce Edge-as-a-Service platforms enabling enterprises to address tracking, predictive analysis and edge automation.
        IOT AND EDGE COMPUTING
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        Through 2026, three-quarters of industrial IoT applications will require low-latency processing to satisfy operational requirements.
        DIGITAL TECHNOLOGY
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        Through 2026, only 1 in 5 CIOs will effectively communicate how technology programs relate to business goals, leaving the C-suite and board unable to perform their duties.
        DIGITAL TECHNOLOGY
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        By 2026, more than 20% of IT departments will continue to support legacy systems and practices, leading to increased tech debt and a reduction in operational efficiency and productivity.
        DIGITAL TECHNOLOGY
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        Through 2025, CIOs seeking to improve the enterprise's customer experience and engagement levels will have implemented digital modernization initiatives, though only 1 in 8 will have aligned the programs with business goals and objectives.
        DIGITAL TECHNOLOGY
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        By 2026, 55% of CIOs and IT leaders will have put digital modernization programs into action, giving them the agility and flexibility to adapt to evolving market demands.
        DIGITAL SECURITY
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        Through 2026, ineffective relationships between the IT and security teams will contribute to 3 in 5 organizations experiencing access and authentication vulnerabilities.
        CLOUD COMPUTING
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        By 2026, 3 in 10 organizations will use a hybrid cloud deployment to achieve the flexibility and scalability of public cloud with the security and control of a private cloud.
        CLOUD COMPUTING
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        By 2027, 4 in 10 enterprises will have moved workloads to a private cloud environment to have greater control over data, workloads and security.
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        Human Capital Mangement

        Provides organizations the ability to engage their workforce with the applications, processes and programs to optimize the employee experience, value creation and organizational agility.

        HUMAN CAPITAL MANAGEMENT
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        By 2027, three-quarters of enterprises will have identified GenAI use cases that specify HCM system requirements for optimum organizational agility.
        HUMAN CAPITAL MANAGEMENT
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        By 2026, one-half of enterprises will expect their HCM software to be utilizing AI for personalization in the interactions between employees and HR.
        HUMAN CAPITAL MANAGEMENT
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        By 2027, three-quarters of enterprises that deploy HR help desk-focused intelligent virtual assistants (IVAs) will benefit from new levels of auto-resolution through the use of AI. 
        HUMAN CAPITAL MANAGEMENT
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        By 2026, one-third of global 2000 CHROs will partner with CIO and technology leaders in sponsoring ethical AI initiatives for augmenting workforce talent. 
        HUMAN CAPITAL MANAGEMENT
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        By 2027, one-half of enterprises will enable workforce readiness through HCM and skills development to optimize employee potential and performance. 
        HUMAN CAPITAL MANAGEMENT
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        Through 2026, one-third of enterprises will use HCM as the foundation to provide visibility in workforce engagement and will use people analytics to alert management on exceptions and risks.
        HUMAN CAPITAL MANAGEMENT
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        By 2027, two-thirds of enterprises evaluating people analytics offerings will require prescriptive guidance with actionable insights that can be read and heard rather than just visualized in dashboards.
        HUMAN CAPITAL MANAGEMENT
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        Through 2026, comprehensive approaches to both employee well-being and diversity, equity, inclusion and belonging (DEI&B) will become a required component of HCM systems by CHRO leaders. 
        HUMAN CAPITAL MANAGEMENT
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        By 2027, one-half of enterprises will transform the social governance in ESG to include fairness in compensation and workplace equity for global operations and the supply chain.
        HUMAN CAPITAL MANAGEMENT
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        By 2026, one-half of enterprises will deploy conversational and GenAI as a standard requirement for HCM to enable workplace effectiveness.
        HUMAN CAPITAL MANAGEMENT
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        Through 2027, 8 in 10 enterprises will utilize HCM systems in the cloud, and transition to focus on GenAI effectiveness and worker machine clones that support work.
        HUMAN CAPITAL MANAGEMENT
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        By 2028, more than one-half of enterprises will formally tie DEI and belonging initiatives to their ESG strategy as a measure of workforce sustainability.
        HUMAN CAPITAL MANAGEMENT
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        By 2028, three-quarters of enterprises will abandon their existing recruitment processes as they determine that their antiquated methods and supporting CRM systems detract from gaining quality candidates for the workforce.
        HUMAN CAPITAL MANAGEMENT
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        By 2027, HCM software providers will offer governed and secured HR large language models (LLM) to support CHRO needs for knowledge management in GenAI.
        HUMAN CAPITAL MANAGEMENT
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        Through 2026, one-third of enterprises will find that the limitations of HCM applications prevent HR processes from achieving the required level efficiency and should be replaced.
        HUMAN CAPITAL MANAGEMENT
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        By 2027, HCM software providers will realize the limitations of their application suites and will transition to focus on GenAI and worker twins to engage HR and managers for requests and notifications.
        TALENT MANAGEMENT
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        By 2027, three-quarters of HR leaders will expect recruitment and CRM software to amplify corporate values and extend into the on-boarding process to compress time to productivity and impact.
        TALENT MANAGEMENT
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        By 2026, three-quarters of HR teams will embrace workforce platforms that support the procurement of gig and temporary workers with the required skills for corporate outcomes.
        TALENT MANAGEMENT
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        By 2028, one-half of all enterprises will be taking advantage of programmatic recruiting capabilities that support sourcing channels for gaining candidates within cost structure requirements.
        TALENT MANAGEMENT
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        By 2028, demonstrable, transferrable skills will overtake prior job titles and education as leading qualifiers in the hiring and promotion processes for one-half of enterprises.