the forrester wave™: data quality solutions, q4 2015

8/18/2019 The Forrester Wave™: Data Quality Solutions, Q4 2015

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FORENTERPRISEARCHITECTUREPROFESSIONALS

The Forrester Wave™: Data Quality Solutions, Q4

2015

The 13 Providers That Matter Most And How They Stack Up

byMicheleGoetz

December14,2015

WhyReadThisReport

InForrester’s30-criteriaevaluationofdataquality

solutionvendors,weidentifiedthe13mostsignificantsoftwareproviders—BackOffice

Associates,Experian,IBM,Informatica,

InformationBuilders,Oracle,PitneyBowes,

RedPointGlobal,SAP,SAS,Talend,Tamr,and

TrilliumSoftware—inthecategoryandanalyzed

andscoredthem.Thisreportdetailsourfindings

abouthowwelleachvendorfulfillsourcriteriaand

wheretheystandinrelationtoeachothertohelp

enterprisearchitecture(EA)professionalsselect

therightpartnerfortheirdataqualityneeds.

KeyTakeaways

SAP, IBM, Informatica, SAS, Oracle, And

Trillium Software Lead The PackForrester’sresearchuncoveredamarketinwhich

SAP,IBM,Informatica,SAS,Oracle,andTrillium

Softwareleadthepack.PitneyBowes,Tamr,

Experian,Talend,andBackOfficeAssociates

offercompetitiveoptions.RedPointGlobaland

InformationBuilderslagbehind.

Enterprise Architecture Pros Are Looking For

Data Quality Solutions

Thedataqualitysolutionsmarketisgrowing

becausemoreenterprisearchitecture

professionalsseedataqualityasawayto

addresstheirtopchallenges.Inlargepart,this

marketgrowthisduetothefactthatEApros

increasinglytrustdataqualitysolutionproviders

toactasstrategicpartnersthatadvisethemon

topdatamanagementandbusinessdecisions.

Cloud, Big Data, And Machine Learning Are

Key Differentiators

Asoldertechnologybecomesoutdatedandlesseffective,improvedsupportforcloud,bigdata,

andmachinelearningwilldictatewhichproviders

willleadthepack.Vendorsthatcanprovidethese

advancedcapabilitiespositionthemselvesto

successfullydelivervaluetotheircustomers.

FORRESTER.COM

http:///reader/full/ForreSTer.coMhttp:///reader/full/ForreSTer.coM


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FORENTERPRISEARCHITECTUREPROFESSIONALS

The Forrester Wave™: Data Quality Solutions, Q4 2015


byMicheleGoetz

withGeneLeganza,ShaunMcGovern,andDianeLynchDecember14,2015

TableOfContents

2 Bad Data Is A Customer Experience Killer

SolvingForBadCustomerDataRequiresAn

EcosystemStrategy

4 Data Quality Solutions Evaluation Overview

EvaluationCriteriaFocusOnData

StewardshipWhileAddressingDataQuality

AtScale

IncludedVendorsDemonstratedBreadthOf

CapabilitiesAndGlobalExecution

7 Evaluation Analysis

10 Vendor Profiles

Leaders

StrongPerformers

Contenders

Challengers

14 Supplemental Material

Notes&Resources

Forresterconductedlab-basedevaluationsin

September2015andinterviewed12vendor

companies:BackOfficeAssociates,Experian,

IBM,Informatica,InformationBuilders,Oracle,

PitneyBowes,RedPointGlobal,SAP,SAS,Tamr,

andTrilliumSoftware.

RelatedResearchDocuments

CloudDataManagementIsStillRiskyForTrusted

BusinessData

DataQualityMarketOverview:TrustYourDataTo

SucceedWithCustomersDoDataQualityTheBigDataWay

ForresterResearch,Inc.,60AcornParkDrive,Cambridge,MA02140USA

+1617-613-6000 | Fax:+1617-613-5000 | forrester.com

©2015ForresterResearch,Inc.Opinionsreflectjudgmentatthetimeandaresubjecttochange.Forrester®,Technographics®,ForresterWave,RoleView,TechRadar,andTotalEconomicImpactaretrademarksofForrester

Research,Inc.Allothertrademarksarethepropertyoftheirrespectivecompanies.Unauthorizedcopyingor

[email protected]+1866-367-7378

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FOR ENTERPRISE ARCHITECTURE PROFESSIONALS


December 14, 2015

© 2015 Forrester Research, Inc. Unauthorized copying or distributing is a violation of copyright law.

[email protected] or +1 866-367-7378


BadDataIsACustomerExperienceKiller

MarketingprosandcustomerinsightsprofessionalsknowthattheNo.1riskofpoordataqualityis

thatitwillnegativelyaffectthecustomerexperience,andenterprisearchitectsseedataqualityasatopchallenge(seeFigure1).1Withoutanaccurateviewofthecustomer,businessesareunableto

tailorrelevantoffers,resolvecustomersupportissuesquicklyandeffectively,andoptimizecustomers’

experiencesthroughoutthecustomerlifecycle.Ascustomersareincreasinglyindependentand

informedabouttheirproductandservicechoices,organizationsthatareunabletorecognizetheir

customers,understandtheirneedsandintents,andservethembeyondtheirshoppingcartpurchases

willbecomeirrelevanttocustomersandthemarketoverall.2

FIGURE 1FixDataQualityToGetBetterCustomerExperience

No. 1 data quality issue:

improved customer

experience

No. 1 focus: eCommerceis an explicit part of data

quality efforts.

38% are spending more than

30% of their time validatingand fixing data.

Base: 235 data management professionals

Source: Forrester’s Q4 2014 Global Data Quality And Trust Online Survey

Solving For Bad Customer Data Requires An Ecosystem Strategy

Takingontheimprovementofdataqualitytocreategreatcustomerexperiencesencompasses

morethanknowingwhocustomersareorevenwhattheypurchased.Customerexperienceprosare

increasinglyreachingintononcustomerengagementsystems,purchasingexternalconsumerand

businessdata,bringinginpartnerinformation,andopportunisticallyscrapingsocialnetworksand

competitivewebsitestobetterknowtheircustomers.3Thisdataiscomingfromawideecosystem

ofapplications,datawarehouses,bigdataenvironments,devices,andthecloud(seeFigure2).The

implicationofthisdiversecustomerdataecosystemisthatdataqualitytoolshavetoaccountfor

morecomplexandsophisticateddataqualitychallengesatscaleandondemandandaddressdata

extremessuchas:

My digital channel

effectiveness is

suffering.

Data quality

is holding

back CX!

Data quality issues

slow me down . . .

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FIGURE 2MatchDataQualityServicesToYourCustomerDataEcosystem

D a t a

q u a l i t y

S e m a

n t i c s

D a t a s e c u r i t y

L i f e

- c y c

l e

m a n a g e

m e n

t

Context

Systems of record

In-memory platform

Data integration

(data virtualization and APIs)

On-premises Cloud

Big data platform

(Hadoop and NoSQL)

Databases

(DW/operational data store)

Streams, external data, and Internet of Things

S y s t ems o f en

gag e m e n t

S e l f - s e r vice and au t o m a t i o n

Third-party/indirect

DataQualitySolutionsEvaluationOverview

Toassessthestateofthedataqualitysolutionsmarketandseehowthevendorsstackupagainst

eachother,Forresterevaluatedthestrengthsandweaknessesoftopdataqualityvendors.

Evaluation Criteria Focus On Data Stewardship While Addressing Data Quality At Scale

Afterexaminingpastresearch,userneedsassessments,andinterviewswithvendorsandexperts,we

developedacomprehensivesetofevaluationcriteria.Weevaluatedvendorsagainst30criteria,which

wegroupedintothreehigh-levelbuckets:

› Current offering.Weassessedeachvendor’scurrentofferingbyconsideringallofthefeaturesand

capabilitiesreviewedintheevaluationcriteria.Wealsoevaluatedalab-baseddemonstrationby

eachparticipatingvendor,outliningitskeycapabilities.

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› Strategy.Wereviewedeachvendor’sstrategyandconsideredhowwelleachvendor’splans

forproductenhancementpositionittomeetfuturecustomerdemands.Wealsolookedateach

participatingvendor’splatformsandpartnerstrategy,marketdevelopmentstrategy,andcompany

investmentspriorities.

› Market presence. Todeterminevendors’marketpresence,weevaluatedeachvendor’s2014

productrevenue,installedbase,andglobalpresence.

Included Vendors Demonstrated Breadth Of Capabilities And Global Execution

Forresterincluded13vendorsintheassessment:BackOfficeAssociates,Experian,IBM,Informatica,

InformationBuilders,Oracle,PitneyBowes,RedPointGlobal,SAP,SAS,Talend(whichdeclinedto

participate),Tamr,andTrilliumSoftware.Eachofthesevendorshas(seeFigure3):

›

Breadth of functionality.Eachevaluatedvendorincludesspecificfunctionalitytoprovidebatchandreal-timedataqualityprocessesformultipledatadomains(customer,product,financial,etc.).

Thesolutionprovidesstrongcapabilitiessurroundingandmanagingdataquality.

› Leadership in data quality. Selectedvendorsdemonstratetheabilitytoshapethedirectionofthe

market,eitherthroughinnovatedeliverymodelsorthroughdominantmarketpresence.

›

Broad market presence. SelectedvendorshaveamarketpresenceacrossNorthAmerican,

European,andAsiaPacificmarkets,withatleast10large-scaleimplementationsineachmarket.

› Interest from Forrester clients. Clientsmentionedthedataqualitysolutionasaprimarydata

qualitytoolinForrester’sQ42014GlobalDataQualityAndTrustOnlineSurveyinatleast2%of

responses,orForresterclientshavementionedthevendoraspartofanevaluationforenterprisedataqualitymorethanfivetimesinthepastyear.


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FIGURE 3EvaluatedVendors:VendorInformationAndSelectionCriteria

Vendor Product

BackOffice Associates

Experian

IBM

Informatica

Information Builders

Oracle

Pitney Bowes

RedPoint Global

SAP

SAS

Talend

Tamr

Tillium Software

Data Stewardship Platform 6.3

Experian Data Quality

IBM InfoSphere Information Ser ver For Data Qualit y 11.5

Informatica Data Quality 9.6.1

iWay Data Qualit y Suite 7.0.4

Oracle Enterprise Data Quality 12.2.1

Spectrum Technology Platform 10

RedPoint Data Management 7.2

SAP Data Services 4.2SAP Information Steward 4.2Data Qualit y Management for SAP 4.0 sp06SAP PowerDesigner 16.5 sp5SAP Agile Data Preparation 1.0SAP HANA, smar t data quality & smar t data integration SPS10

SAS Data Qualit y — Desktop/Standard/Advanced (9.4 M3)SAS Data Governance (9.4 M3)SAS Data Management — Standard/Advanced (9.4 M3)SAS Data Loader for Hadoop with SAS DQ Accelerator (2.3)

Talend Data Qualit y 6.0

Tamr Eisenhower

Trillium Sof tware System 15.2Trillium Cloud 15.2Trillium Big Data 15.2

Vendor selection criteria

Breadth of functionality. Each evaluated vendor includes specific functionalit y to provide batch andreal-time data qualit y (DQ) processes for multiple data domains (customer, product, financial, etc.). Thesolution provides strong capabilities surrounding and managing data quali ty.

Leadership in data quality. Selected vendors demonstrate the ability to shape the direction of themarket, either through innovate delivery models or through dominant market presence.

Broad market presence. Selected vendors have a market presence across Nor th American, European,and Asia Pacific markets, with at least 10 large-scale implementations in each mar ket.

Interest from Forrester clients. Clients mention the data quality solution as a primar y DQ tool in Forrester’sQ4 2014 Global Data Qualit y And Trust Online Sur vey in at least 2% of responses, or Forrester clients havementioned the vendor as par t of an evaluation for enterprise data quality more than five times in the past year.

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EvaluationAnalysis

Dataqualityvendorsdifferentiateacrossdatastewardshipcollaborationandself-service,dataquality

excellence,ecosystembreadth,andpurecleansingprocessingpower.Theevaluationuncoveredamarketinwhich(seeFigure4):

› SAP, IBM, Informatica, SAS, Oracle, and Trillium Software lead the pack. Ourdataquality

Leadersprovidearobustandcompletesetofcapabilitiesthatembracethecoreprincipleofdata

qualitygovernance:Itmustbebusiness-ledbutalsoprovideacollaborativerelationshipbetween

technicalsubjectmatterexperts(SMEs)andbusinessSMEs.Dataqualityprocessesandengines

arescalabletothewidevarietyofecosystemsandbusinessdatausesandsupportthemost

complexbusinesslogicandpoliciestogoverndata.Deepexperiencewithinindustriesandkey

businessprocessestranslatesintospecializedcontent(rules,referencedata,andprocesses)

thatacceleratesimplementationsandtimetovalue.Visibilityandworkflowsgiveinsightinto

dataqualityconditions;statusofstewardshipanddevelopmenttasks;andtheabilitytolinkdata

conditionstobusinessmetricssuchasrisk,revenueleakage,andprocessimprovement.

› Pitney Bowes, Tamr, Experian, Talend, and BackOffice Associates offer alternatives. Strong

Performersprovidemore-targetedsolutionstosolvedataqualitychallengesbutdifferentiateby

offeringnewandinnovativewaystocleansedata.Theystaytruetosupportingthecoredata

qualitycleansingandmatchingexpectedbycompanieswhilechoosingapatharoundstewardship,

ecosystem,orbusinesscontext.Thesevendorsareprovidingwaystoovercometraditional

approachestodataqualityandstewardshipthatarebasedondataarchitectshavingallthedata

qualityrequirementsupfront—anapproachthatassumesapersistenceindataanddatausage.

StrongPerformersareintroducinggraphtodrivericher,moreextensiblebusinesslogic;deeplearningtopre-curatedataratherthanbuildrulesupfront;andsimpleuserinterfaceswheredata

qualitycouldbefullyconductedbybusinessSMEs.Theyarealsopushinghardondataatscalein

hyperhybrid(traditional,cloud,orbigdata)ecosystems.Insomecases,thesevendorsareshowing

usthefutureofdataquality.

› RedPoint Global and Information Builders emphasize data quality. Thesecompanies,one

aContenderandoneaChallenger,haveasharpfocusoncoredatacleansingandquality

capabilities.Theyintroducecapabilitiesthatallowforawidedegreeofopennesstocraftcustom

businessrulesandlogicsoasnottohinderacompany’sindividualizeddataqualityneeds.

Insomecases,theyprovidegranularcontrolsofdataandmetadata.Toincreasetheiroverall

dataqualityvalueproposition,thesevendorsmayinvestandpositionthemselvesarounddataprocessingperformanceandscaleormayintroduceindustryandbusinessprocessexpertisefrom

theirpreviouscustomerengagements.Theyofferotherproductsandsolutionsaroundbusiness

intelligenceandanalytics,andmarketingorindustryenablement,thatbenefitfromtheadditional

dataqualityvalueproposition.


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FIGURE 4ForresterWave™:DataQualitySolutions,Q4’15(Cont.)

F o r r e s t e r ’ s

W e i g h t i n g

B a c k O f fi c e A s s o c i a t e s

E x p e r i a n

I B M

I n f o r m a t i c a

I n f o r m a t i o n B u i l d e r s

O r a c l e

P i t n e y B o w e s

R e d P o i n t G l o b a l

S A P

S A S

T a m r

T r i l l i u m S

o f t w a r e

CURRENT OFFERING 50% 4.503.382.83 4.43 2.29 3.56 3.42 2.95 4.54 3.88 3.30 4.02

Data governance and 10%

4.005.004.00 5.00

3.00

3.00 5.00 1.00 5.00 4.00 4.00 4.00stewardship

Data profiling and monitoring 15% 5.004.503.00 5.00 2.00 4.00 3.00 1.00 5.00 4.00 3.00 4.00

Data link, match, and 15%

4.003.003.00 4.00 3.00 4.00 3.00 4.00 5.00 4.00 4.00 5.00

survivorship

Validation, cleansing, and 15% 4.203.203.60 4.20 3.50 3.20 3.50 3.70 4.20 3.90 4.60 4.00

standardization

Enrichment 5% 3.005.005.00 3.00 1.00 3.00 5.00 3.00 5.00 3.00 3.00 3.00

Integration and processing 25% 5.003.101.60 5.00 2.30 3.30 3.60 4.00 4.40 3.70 2.40 4.30

Cloud 5%

4.302.050.60 3.50 0.35 3.80 3.60 2.75 3.75 4.05 4.60 3.25

Big data 5% 5.000.001.20 3.40 0.40 4.20 1.20 4.20 3.40 3.40 2.60 2.60

Security 5% 5.003.005.00 4.00 1.00 4.00 2.00 1.00 4.00 5.00 1.00 3.00

STRATEGY 50% 5.003.003.00 4.50 1.00 4.50 3.50 1.00 5.00 4.50 3.50 3.50

Platforms and partner strategy 25%

5.003.003.00 3.00 1.00 5.00 1.00 1.00 5.00 5.00 1.00 5.00

Market development strategy 25% 5.003.003.00 5.00 1.00 3.00 3.00 1.00 5.00 3.00 3.00 3.00

Product strategy 50% 5.003.003.00 5.00 1.00 5.00 5.00 1.00 5.00 5.00 5.00 3.00

Company investment priorities 0% 0.000.000.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00

MARKET PRESENCE 0% 5.004.342.98 4.34 1.66 3.66 4.34 1.00 5.00 3.68 1.00 3.68

Installed base 34%

5.005.001.00 5.00 1.00 3.00 5.00 1.00 5.00 5.00 1.00 5.00

Product revenues 33% 5.005.003.00 5.00 1.00 3.00 3.00 1.00 5.00 3.00 1.00 3.00

Partners 0% 0.000.000.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00

Global presence 33% 5.003.005.00 3.00 3.00 5.00 5.00 1.00 5.00 3.00 1.00 3.00

All scores are based on a scale of 0 (weak) to 5 (strong).

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VendorProfiles

Leaders

› SAP. SAPorientsdataqualitytowardsolvingdataqualitychallengesthathaveanimpactonthe

businessandwasthefirstvendortointroducefinancialquantificationtodataqualitymeasurement.

Itcontinuestobuildonthiswithanincreasingnumberofdataqualitycontentoptions;enrichment

services;andvisualizationsofdata,dataworkflow,anddataactivities.RunningSAP’sdataquality

capabilities,Hanascalesdataqualityforoperationalandanalyticneedsinbatchandrealtime,

on-premisesorinthecloud.BigdataassumesthatHadoopandNoSQLplatformsarefeeding

intoHanaorthatDataServicesisrunningcodeinMapReduce,whichhascostandperformance

implications.ThetoolsareoptimizedforSAPbusinesssolutionsandenvironmentsingeneral,

withcustomersindicatingitisoptimaltoadoptandstandardizeonSAPdatamodelstoavoid

challengeswithviolatingSAPdatarequirements.

› IBM. IBMgetscustomersstartedonenterprisedataqualitywitharichsetofdataqualitycontent

tospeedupthedeploymentandreturnondataqualityinvestmentacrosstraditional,bigdata,

cloud,andhybridenvironments.Thestewardshipconsolesallowbusinessdataqualitystewards

toleaddataqualitywithstrongdashboarding,reporting,anddataprofiling.Inaddition,business

datastewardseasilycollaboratewithdataqualitydevelopersinthecreationofrules,match,and

survivorfeedback.IBMisalsoportingitsfullenterprisedataqualitycapabilitiestothecloudand

evolvingitspricingandservicesmodelstobeflexibletoavarietyofcustomerarchitecturesand

implementations.Customerswillneedtostrictlycontrolfiletypesandformatsandreducead

hoccontributionofuser-generatedfiles,asthedataqualitytoolrequiressomemanualreviewto

determineencodingsanddelimitersandmayalsorequirefileconversion.Inaddition,whilemost

dataqualityscenariosareaccommodatedinout-of-the-boxcontent,customdevelopmentofrules

andprocessescanincreasedeploymenttime.

› Informatica. Informaticatreatsdataprofilinglikeananalyticprocess.Thisapproachallowsboth

developersandbusinessdatastewardstheabilitytosemanticallydetecteventhoseanomalies

theyaren’tlookingfor,suchasmisfieldedpersonalidentitydata.Thedatastewardshipconsole

providesfullvisibilityintodataconditions,workflowactivities,executionprocesses,andbusiness

impact.Fromthere,dataqualityprofessionals,analysts,andbusinessdatastewardscandrill

downtotuneandimprovedata.Thesolutionsupportsbigdataandcloudthroughconnectivityand

deploymentservices,andfurtherdevelopmentsintheseareasarewellunderway.FuturereleaseswillsimplifyclouddeploymentswithasinglehybridsolutionandutilizeApacheSparkandYARN

directlytoscalebigdatadeployments.

› SAS. SASprovidesaneasy-to-useandintuitiveenvironmenttoimprovethequalityofdataby

bothdatastewardsanddevelopers.Visualizationsofdataconditionsandremediationtaskskeep

businessdatastewardsandtechnologymanagementonthesamepage.Inaddition,businessdata

stewardscaneasilycontributerulesfordeveloperstoincorporate.In-memory,in-database,and


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EngageWithAnAnalystGaingreaterconfidenceinyourdecisionsbyworkingwithForresterthoughtleaderstoapplyour

researchtoyourspecificbusinessandtechnologyinitiatives.

Analyst Inquiry

Askaquestionrelatedtoourresearch;a

Forresteranalystwillhelpyouputitinto

practiceandtakethenextstep.Schedule

a30-minutephonesessionwiththeanalyst

oroptforaresponseviaemail.

Learnmoreaboutinquiry,includingtipsfor

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SupplementalMaterial

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Putresearchintopracticewithin-depth

analysisofyourspecificbusinessand

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includecustomadvisorycalls,strategy

days,workshops,speeches,andwebinars.

Learnaboutinteractiveadvisorysessions

andhowwecansupportyourinitiatives.

TheonlineversionofFigure4isanExcel-basedvendorcomparisontoolthatprovidesdetailedproduct

evaluationsandcustomizablerankings.

Data Sources Used In This Forrester Wave

Forresterusedacombinationofthreedatasourcestoassessthestrengthsandweaknessesofeach

solution:

› Vendor surveys.Forrestersurveyedvendorsontheircapabilitiesastheyrelatetotheevaluation

criteria.Onceweanalyzedthecompletedvendorsurveys,weconductedone-hourvendorproduct

strategyandcompanyoverviewvendorbriefings.› Product demos.Weaskedeachvendortoconductdemonstrationsofitsproduct’sfunctionality.

Weusedfindingsfromtheseproductdemostovalidatedetailsofthevendors’productcapabilities.

› Customer reference survey. Tovalidateproductandvendorqualifications,Forresteralsofielded

customerreferencesurveystothreeofeachvendor’scurrentcustomers.

http://forr.com/1einFanhttp://www.forrester.com/Analyst-Advisory/-/E-MPL172http://www.forrester.com/Analyst-Advisory/-/E-MPL172http://forr.com/1einFan


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onaquestion-by-questionbasis.Thissurveyusedaself-selectedgroupofrespondents(Forrester

contactsinterestedinenterprisearchitectureanddatamanagement)andisthereforenotrandom.This

dataisnotguaranteedtoberepresentativeofthepopulation,and,unlessotherwisenoted,statistical

dataisintendedtobeusedfordescriptiveandnotinferentialpurposes.Whilenonrandom,thesurvey

isstillavaluabletoolforunderstandingwhereusersaretodayandwheretheindustryisheaded.

Endnotes1 Tolearnmoreabouthowthedatatrusttrinityhelpscraftdatapolicies,practices,andarchitecturesthatimprovewider

adoptionofrelevanttrusteddataforbusinessstrategy,planning,andprocesses,seethe“TheDataTrustTrinityBrings

DataToTheBusinessDecisionTable”Forresterreport.

2 Thecustomer-understandingdisciplinecreatesaconsistentsharedunderstandingofwhocustomersare,whatthey

wantandneed,andhowtheyperceivetheinteractionsthey’rehavingwiththebrandtoday.Tolearnmore,seethe

“CustomerExperienceMaturityDefined”Forresterreport.

3 Tolearnmoreaboutbestpracticesforbuildingasocialintelligencepractice,seethe“LeverageSocialDataToElevate

CustomerIntelligence”Forresterreport.

4 Source:“TheDigitalUniverseofOpportunities:RichDataandtheIncreasingValueoftheInternetofThings,”EMC2,

April2014( http://www.emc.com/leadership/digital-universe/2014iview/index.htm ).

5 Source:Forrester’sGlobalBusinessTechnographicsDataAndAnalyticsSurvey,2015.

6 Addressingthecustomerexperience(CX)inallchannels—“omnichannelCX”—isn’tsimple.Customershavea

complexarrayofpathwaysattheirdisposal,eachanamalgamofamultitudeofdifferentinteractionmechanisms.To

learnmore,seethe“ElevateOmnichannelCustomerExperienceWithContinuousBusinessServices”Forresterreport.

7 Source: Forrester’s Global Business Technographics Data And Analytics Survey, 2015.

8 Source:Forrester’sGlobalBusinessTechnographicsDataAndAnalyticsSurvey,2015.

9 Source:Forrester’sGlobalBusinessTechnographicsInfrastructureSurvey,2015.

http://www.forrester.com/go?objectid=RES121986http://www.forrester.com/go?objectid=RES121986http://www.forrester.com/go?objectid=RES59376http://www.forrester.com/go?objectid=RES72782http://www.forrester.com/go?objectid=RES72782http://www.emc.com/leadership/digital-universe/2014iview/index.htmhttp://www.forrester.com/go?objectid=RES119564http://www.emc.com/leadership/digital-universe/2014iview/index.htmhttp://www.forrester.com/go?objectid=RES119564http://www.forrester.com/go?objectid=RES72782http://www.forrester.com/go?objectid=RES72782http://www.forrester.com/go?objectid=RES59376http://www.forrester.com/go?objectid=RES121986http://www.forrester.com/go?objectid=RES121986


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