Constellation News & Analysis | |
 
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Happy Thursday! (Was this email forwarded to you? Sign up here.)
Constellation's 2023 Ambient Experience Summit was an absolute success! CX and EX leaders from across the country descended on the Culinary Institute of America in Napa, CA for cooking classes and wine tasting, as well as engaging discussion and networking on relevant trends and emerging technologies in the experience space. We honored our 2023 AX100 executives for transformation initiatives in their organizations with awards during an evening gala dinner.
Are you or your team working on an innovative or disruptive initiative? If you are reinventing CX or taking on new technologies, we want to hear about it! Fill out the application here for Constellation's 2023 SuperNova Awards.
Before you go, please take 7 minutes to complete our 2023 H1 CXO Confidence Survey on existing business, economic, and technology sentiment among our executive community. We'll send our published insights on emerging trends straight to your inbox!
Enjoy the weekend!
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ChatGPT: Hype or the Future of Customer Experience?
By Liz Miller, R "Ray" Wang

Although generative artificial intelligence (AI) has been around for some time, OpenAI’s ChatGPT has captured the hearts and minds of the general population by highlighting tangible possibilities of what AI can accomplish in both the consumer and the enterprise world. This report explores the facts, the fiction, and the features being deployed today in the name of both customer and employee experiences. Beyond the hype, generative AI and the GPT model have a good deal to offer. The real question is whether organizations have the strategies in place to make use of the innovations.
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Here Comes the Virtual Experience Lab: A Secret Weapon for Improving Sales and Customer Loyalty
By R "Ray" Wang
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The virtual experience lab is an emerging category of software that addresses costly implementation and low user adoption. What makes virtual experience labs your new secret weapon? They combine virtual IT labs, digital training, sales adoption, user adoption, and a client implementation platform into one offering. The result is a consistent product experience for acquisition, client onboarding, customer training, and ongoing education.

Software vendors benefit from faster creation time, lower production costs, and engaging interactive sales demo POCs. Customers achieve business acceleration with engaging onboarding and training throughout the customer lifecycle via one seamless platform.
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2023 Trends in Incident Management
By Andy Thurai
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More than a year has passed since Constellation published its original “Trends in Incident Management” report. However, most enterprises still are not set up to handle IT-related incidents, or crises, in real-time. Fortunately, the improvements in just one year are amazing. Many areas see a consistent improvement—in incident identification, immediate engagement, root cause identification, and so on.
Especially with the need and demand for “always-on,” there are more opportunities than ever for things to break, and incidents do not wait for a convenient time. Problems can, and often do, happen on weekends, holidays, or weeknights when no one is paying attention. To be properly prepared when an incident happens, an enterprise must be in the position to immediately identify, assess, manage, solve, and effectively communicate the situation to customers, stakeholders, and (for major incidents) senior management.
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Are you responsible for determining tech spending budgets in your organization? You might be evaluating which services or software to renew, emerging technologies to invest in, or how your competitors allocate budgets around revenue growth vs. operational efficiency...
If you want answers, take Constellation's 2023 CXO Confidence Survey. We're asking these questions and more from leading executives, then sending the published insights straight to your inbox.
The survey takes only 7 minutes of your time and participants will be entered to win attendance at one of our events, including the flagship Constellation Connected Enterprise (CCE) held at the Half Moon Bay Ritz from October 23 - 26th, 2023.
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Analyst/Client Exchange
Thursday, April 13 at 8:30 AM PT/ 11:30 AM ET
On 4/13 at 8:30 AM PT join Constellation for an Analyst/Client Exchange hosted by R "Ray Wang for a discussion on the latest news, what’s going on in the market and catch up on the latest research.
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The State of CX Workshop
Wednesday, April 26 at 11 AM PT/2 PM ET
Join Constellation's CX pro, Liz Miller, on 4/26 at 11 AM PT for a live interactive webinar on the state of customer experience. You’ll explore and strategize your next move in experience orchestration while diving into the new era of customer & employee experiences.
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CXO Office Hours
May 5 at 8 AM PT / 11 AM ET
Join us for our CXO Office Hours on Friday, May 5 at 8 AM PT. It’s an open discussion session for buy-side leaders and executives with Dion Hinchcliffe, R “Ray” Wang, Doug Henschen, Liz Miller, Holger Mueller and Andy Thurai to talk about leadership requirements for today, challenges in tech and how to plan for what’s next.
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HR Tech Festival Asia 2023
May 10-11, 2023
Join R "Ray" Wang on May 10-11 Experience Asia's HR Tech Festival Asia 2023 as he speaks on dynamic leadership and the need to create responsive and responsible leadership for success in digital transformation.
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CEOs and Senior Executives Conferences
Wednesday, May 17 at 7 AM EST
Ray "R" Wang is speaking at NAFCU’s 2023 CEOs and Senior Executives Conference in Charleston, South Carolina. Join him to gain fresh insights from industry experts on building a better credit union and more.
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Video Spotlight: DisrupTV | |
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On the latest episode of DisrupTV, we interviewed Caitlin MacGregor, CEO of Plum and Chris Shipley, author of The Empathy Advantage.

Be sure to subscribe for the latest updates and live show reminders on our YouTube, Vimeo, iTunes, SoundCloud and Twitter.
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NEXT EPISODE: Episode 317
4/7, 11 AM PT/2 PM ET
Behshad Behzadi
Vice President of Engineering, Conversational AI, Google Cloud
Tom Davenport, and AI Nitin Mittal
Authors of All-in on AI: How Smart Companies Win Big with Artificial Intelligence
Andy Thurai
Vice President & Principal Analyst at Constellation Research
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Video Spotlight: ConstellationTV | |
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CRTV Episode 54 features Constellation analysts Liz Miller and Holger Mueller analyzing SVB & ChatGPT-4, then Liz shares highlights from #TrulyZoho23 and Holger sits down with Jon Reed of diginomica to discuss Workday's #AI and #ML Summit.
Subscribe and tune in for CRTV episodes through Constellation Twitter, LinkedIn, and YouTube.
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CRTV: Episode 55
4/12, 9 AM PT/12 PM ET
Get ready for the 55th episode ConstellationTV with co-hosts Doug Henschen and Dion Hinchcliffe. Tune in for the latest in tech news and what's top-of-mind for the industry's c-suite execs. Watch on Constellation's Twitter or LinkedIn platforms.
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The New Digital Assets Imperative for CIOs in the Public Sector
By Dion Hinchcliffe
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Time for Software Architecture to Catch Up With the Event-Driven World
By Holger Mueller
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