What You Need to Know about the Security Operations Center Market in Switzerland
Managed security services providers in Switzerland are seeing success with the security operations center (SOC) model.
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Research
Cultivating Contact Center, Customer Experience Thinking for Success
The environment around customer experience is being disrupted by a series of technical and organizational shifts ranging from artificial intelligence to work-from-home to deep customer analytics. When times change, it’s helpful for people to have a framework to organize their thinking and actions. I believe there are two dominant frameworks used to organize business approaches to customers. One is rooted in the efficiency of the contact center (let’s call it “CC thinking”), and the more marketing-centric framework is based on maximizing customer value (for argument’s sake, “CX thinking”).
Research
Generative AI Makes Natural Language Analytics a Reality
Nearly every analytics provider has GenAI capabilities that incorporate NLP either in preview or generally available. Enterprises are adopting GenAI as well. In fact, 85% of enterprises believe that investment in GenAI technology in the next 24 months is important or critical (from the ISG 2023 Future Workplace Study). And the recently completed ISG Buyer Behavior research on AI shows enterprises are experiencing positive outcomes from their AI investments.
Research
CTEM: Proactive Security Defense for Business
To protect their digital assets and drive business growth, they need a new approach to security: Continuous Threat Exposure Management (CTEM). CTEM software continuously monitors and manages the enterprise’s exposure to cyber risks, enabling a swift and effective response to any security incident. In this analyst perspective, we will explore how CTEM software works, why it is essential in today’s IT landscape and how it can align with broader business objectives.
Research
Maximizing Technology to Engage Generations in the Workplace
By the late 2020s, Gen Alpha will move into the workforce, introducing a new dynamic. With the potential for up to five or six generations in the workplace, enterprises are often challenged to understand how to bridge the generation gap and create a cohesive workforce. The answer can be found within your technology stack.
Research
Managed Services Are Moving Toward Industrialized Service Delivery Models and Cost Optimization
In the last four quarters, enterprises marginally restricted their spend on cloud technologies and business models to bring innovation and value to their end users. They are benefiting from using cloud computing environments and leveraging cutting-edge technologies like AI, analytics and RPA, which are speeding the rate and pace of technological improvements and UX. Hybrid cloud has become the norm in the last few years, with private cloud having the lion’s share. With the growing demand for hybrid cloud solutions, IT infrastructure environments have become more complex and difficult to manage. Enterprises are now more open to outsourcing these operations to service providers that have significant expertise in managing hybrid cloud infrastructure for enterprises in multiple industries. Some of the key variables influencing outsourcing decisions are the integration and consolidation of data centers, server performance, virtualization, containerization, governance and compliance, downtime and data loss. ISG observed that due to inflation and several economic and political downturns, enterprises were seen spending less or holding or pushing their infrastructure transformation engagements to the next year. They are more cautious and strategic in their outsourcing decisions to manage their costs effectively in this volatile economic scenario. This is corroborated by our ISG Index numbers, present in the Introduction part of the report.
