Skip to main content

Gartner's Predictions for the Year Ahead

Here are my selection of key predictions from Gartner that will impact front-line business process optimization, and customer care evolution in the coming year.

CRM Marketing Strategies and Technologies Mature
In 2006, marketing will be a major area for organizational investment in customer relationship management (CRM). Marketing applications will continue to mature, offering greater functionality, improved analytics, more deployment options and the emergence of service-oriented components.

Renewed Interest in Selling Technology
The ripple effect of Oracle's acquisition of Siebel Systems, continued on-demand user adoption and a renewed emphasis on e-commerce will be the biggest drivers for sales organizations during the next few years.

CSS Will Require Increasingly Close Coordination With IT
Investment in business process improvement, wireless-enabled workers and customers, and integrated communications infrastructure will be more critical to customer service and support than packaged applications. Close cooperation between the CSS and IT organizations will be more important than ever.

E-Learning Will Become Intrinsic to Your Business Process
Successful e-learning implementations require strategy and technology, supported by appropriate stakeholders. In 2006, governance and management will be the key themes for e-learning to address.

Emerging Trends Drive New Opportunities
Opportunities for process and business improvements will derive from a "real-world Web" of smart objects and ambient intelligence, and from consumer-oriented trends such as Web business platforms, aesthetic design and mobile robots as they move into the business world.

Popular posts from this blog

Wireless Solutions Advance Work from Home Trends

Despite a challenging backdrop from the ongoing effects of the global COVID-19 pandemic, the negative impact on fifth-generation (5G) wireless supply chains has been minimal compared to the wider mobile smartphone market. This led to 5G mobile devices becoming more diverse, brought to market quickly at a variety of price points, thereby accelerating affordability and adoption. The mobile market is transitioning to 5G and many leading vendors are now exploring the low-priced 5G smartphone segment. According to the latest worldwide market study by ABI Research, 681 million 5G handsets will be shipped in 2022. Therefore, the race is on for OEMs to find that all-important level of differentiation in their flagship portfolios to help boost margins and improve market share. 5G Wireless Market Development Vendors continue to drive the adoption of new product designs, screen technology, chipsets, and camera setups -- notably within the flagship smartphone segment. Meanwhile, the leaders seek a

Software-Defined Infrastructure: The Platform of Choice

As more organizations adapt to a hybrid working model for their distributed workforce, enterprise CIOs and CTOs are tasked with delivering new productivity-enabling applications, while also seeking ways to effectively reduce IT cost, complexity, and risk. Traditional IT hardware infrastructure is evolving to more software-based solutions. The worldwide software-defined infrastructure (SDI) combined software market reached $12.17 billion during 2020 -- that's an increase of 5 percent over 2019, according to the latest market study by International Data Corporation (IDC). The market grew faster than other core IT technologies. The three technology pillars within the SDI market are: software-defined compute (53 percent of market value), software-defined storage controller (36 percent), and software-defined networking (11 percent). "Software-defined infrastructure solutions have long been popular for companies looking to eliminate cost, complexity, and risk within their data cente

Digital Identity Verification Market to Reach $16.7B

As more enterprise organizations embrace the ongoing transition to digital business transformation, CIOs and CTOs are adopting new technologies that enable the secure identification of individuals within their key stakeholder communities. A "digital identity" is a unique representation of a person. It enables individuals to prove their physical identity during transactions. Moreover, a digital identity is a set of validated digital attributes and credentials for online interactions -- similar to a person's identity within the physical world. Individuals can use a 'digital ID' to be verified through an authorized digital channel. Usually issued or regulated by a national ID scheme, a digital identity serves to identify a unique person online or offline. Digital Identity Systems Market Development Complementary to more traditional forms of identification, digital identity verification systems can enhance the authenticity, security, confidentiality, and efficiency of