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SAP Q12024 Earnings: Solid Start as Cloud Continues Momentum

Mickey North Rizza, Daniel-Zoe Jimenez, Robert Parker, Bo Lykkegaard — Wed, 08 May 2024 04:00:00 GMT

AI Attestation Services: How Do You Know Your AI Models Perform as Expected

Philip D. Harris, CISSP, CCSK — Tue, 07 May 2024 04:00:00 GMT

This IDC Perspective discusses artificial intelligence (AI) attestation services and how business can determine if their AI models are performing as expected. Corporations are investing significantly in artificial intelligence since generative AI (GenAI) became real, usable, and value added. Organizations could see the major potential benefits in the areas of customer satisfaction, new and/or enhanced products, customer growth, and revenue growth. With this come the risks AI can present if AI models are inadequately developed, evaluated, assessed, implemented, maintained, and used for business decisions.

There is the potential need for independent, third-party AI attestation or peer-review service providers that can provide that added level of trust and certainty that the risks of implementing certain AI models are manageable.

"AI is here to stay, and it is only going to become more sophisticated for business use. We now have an opportunity in these nascent stages to drive best practices in the development, management, maintenance, and enhancement of AI for critical business needs," says Philip Harris, research director, Governance, Risk, and Compliance Services and Software at IDC. "By taking these initial steps carefully and thoughtfully, the trustworthiness of AI will grow and organizations will significantly reduce risk to contend with going forward."

Contact Center Modernization: Crucial in the Age of Instant Gratification

Oru Mohiuddin — Tue, 07 May 2024 04:00:00 GMT

This IDC Market Perspective discusses the need for modernizing contact centers in today's fast-paced world where customer expectations for instant gratification are high. The integration of advanced technologies, unification/aggregation of data, and advanced AI capabilities — particularly GenAI — hold immense power in transforming customer and employee experience.

"Modernizing contact centers is not just a tech upgrade, but also a strategic move toward creating 'magical' customer experiences in the instant gratification era," said Oru Mohiuddin, senior research manager, IDC's European Contact Center.

Dispersing the Clouds of Discontent: Can the Smart Office Herald a New Era for Employee Experience?

Gala Spasova — Tue, 07 May 2024 04:00:00 GMT

This IDC Tech Buyer Presentation evaluates the pivotal power of employee experience as a source of opportunities and threats for organizations; examines different dimensions of employee experience such as hybrid working, workspace technology, organizational culture, and employee well-being; and analyzes how employee experience can be redefined through the use of smart office solutions.

From Nashville to the World: Oracle Health's Vision for Transforming Global Healthcare

Lynne Dunbrack, Mutaz Shegewi, Silvia Piai, Jennifer Eaton — Tue, 07 May 2024 04:00:00 GMT

The 2024 Oracle Health Summit and Health Industry Analyst Summit occurred from April 23 to 24 in Nashville, Tennessee. This IDC Link features key highlights shared by Oracle Health executives with customers, analysts, and the industry regarding product advancements, key initiatives, and partnerships. The event underscored Oracle Health's focus on solving some of healthcare's most complex problems worldwide and a vision to transform the global healthcare landscape.

Highlights, Insights, and Recommendations from Adobe Summit 2024

Tue, 07 May 2024 04:00:00 GMT

This IDC Perspective is a collaborative effort that highlights many of the key announcements, topics, and themes from Adobe's 2024 Summit event.

"As expected, the primary topic at Adobe's 2024 Summit was GenAI," said Alan Webber, program vice president, Digital Platforms and Ecosystems at IDC. "But there was so much more on how AI is shifting the whole customer engagement and customer experience landscape, including in advertising, marketing, content creation, services, and so forth."

IBM Maintains Momentum and Extends Its Hybrid Cloud and Automation Reach as AI Becomes the Next Strategic Workload

Rick Villars, Robert Parker, Ritu Jyoti, Jason Bremner, Stephen Elliot — Tue, 07 May 2024 04:00:00 GMT

IBM's earnings release for 1Q24 reported revenue of $14.5 billion (+3% y/y @ cc, +1% y/y as reported) – the balance of this document will use constant currency growth unless otherwise noted. IBM generated free cash flow of $1.9 billion for the quarter. Concurrent with its earnings release, IBM announced its intent to acquire HashiCorp Inc., a provider of multicloud infrastructure automation software, for $6.4 billion. IBM expects to close by the end of 2024, with HashiCorp operating as a division inside IBM.

Other important company metrics align with the currently positive, but uncertain outlook for 2024. Consulting signings were up 4% y/y, which yielded a current annual book to bill ratio of 1.15. Annual recurring revenue (ARR) on the software-side ARR (after removing The Weather Company and security services that were sold during the quarter) is now $13.9 billion, up over 8% y/y. In comments on the AI Pivot, CEO Arvind Krishna reported, "Book of business related to watsonx and generative AI (since launching in May 2023) is greater than $1 billion, with sequential quarter-over-quarter growth. Like last quarter, this remains heavily weighted toward consulting."

IDC PeerScape: Peer Insights to Build a Data Lakehouse

Stanley B. Gibson — Tue, 07 May 2024 04:00:00 GMT

This IDC PeerScape provides peer insights to build a data lakehouse.

"For many organizations, the time is now to move on from legacy data warehouses and data lakes. Building a data lakehouse is not without challenges, but organizations that do so will gain an early mover advantage, even as lakehouse technology gains maturity and power. And as organizations focus increasingly on AI, ML, and GenAI for strategic advantage, a data lakehouse will continue to pay dividends into the future as the platform for those initiatives," says Stanley B. Gibson, adjunct research advisor for IDC's IT Executive Programs (IEP).

IDC PeerScape: Practices to Increase Trust in AI

Grace Trinidad, Michelle Abraham, Jennifer Glenn, Frank Dickson — Tue, 07 May 2024 04:00:00 GMT

This IDC PeerScape discusses practices to improve trust in AI and GenAI usage.

"Trustworthy AI development and use consider not only the accuracy rate and potential use cases for AI technologies but also the downstream effects of AI and GenAI technologies on customers, employees, and the broader public," said Grace Trinidad, research director, Future of Trust at IDC. "Trustworthy implementation of AI and GenAI is preceded by an AI governance structure and strategy that has input from multiple areas of an organization and maintains human oversight."

IDC PlanScape: Data as a Product

Stewart Bond, Chandana Gopal, Lynne Schneider — Tue, 07 May 2024 04:00:00 GMT

This IDC PlanScape on data as a product emphasizes the growing complexity of data landscapes and the necessity for organizations to effectively utilize data assets for improved business outcomes. It advocates for treating data as a product to enhance accessibility, management, and value extraction, highlighting benefits such as increased innovation, new revenue streams, and support for AI initiatives. The document also outlines the roles of key stakeholders in data productization and offers guidance on implementing a data-as-a-product approach to drive organizational success.

"Data as a product transforms complexity into opportunity, driving innovation, governance, and new revenue streams in the digital economy," says Stewart Bond, vice president of Data Intelligence and Integration Software research at IDC. "The concept of data products is gaining traction among organizations looking to better understand the value and utility of data and enabling connections between data producers and consumers within an organization, and we have seen the market respond with data sharing platforms, also known as internal data marketplaces."