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Agentic AI for Voice of Customer

Oru Mohiuddin — Thu, 18 Jun 2026 04:00:00 GMT

Agentic AI is transforming voice of the customer (VOC) from a slow, peripheral feedback tool into a core, real-time driver of CX performance. By automating feedback loops, integrating unstructured data, and enabling predictive, autonomous responses, agentic VOC delivers measurable gains in efficiency and quality. However, successful adoption requires robust data integration, governance, and organizational readiness, making it a strategic, platform-level decision for enterprises seeking to compete on CX.

Broadcom AR Forum 2026: A Mainframe Strategy Anchored in Open Source, Embedded AI, and Closing the Skills Gap

Matthew Flug — Thu, 18 Jun 2026 04:00:00 GMT

At its 2026 Analyst Forum, the Broadcom Mainframe Division presented a mainframe strategy built on modernizing applications on the mainframe rather than away from it, matching each workload to the platform best suited to it, leading the open source mainframe ecosystem, and embedding AI into existing products rather than selling AI capabilities as separate offerings.

The Agentic Premium: How Domain-Level Transformation Delivers Compounding AI Returns in the Electricity Industry

Roberta Bigliani — Thu, 18 Jun 2026 04:00:00 GMT

This IDC Perspective reviews how utilities can achieve greater AI-driven returns by focusing on domain-level transformation rather than isolated use-case portfolios. The agentic premium stems from compounding gains across efficiency, productivity, and revenue and requires foundational investments in data integration, process redesign, and governance at the domain level to deliver enterprise-wide value.

“The practical question for utility leadership in 2026 is whether the AI investment portfolio is structured to capture compounding returns from domain-level transformation or remains a collection of isolated pilots that add up rather than multiply,” said Roberta Bigliani, group vice president, IDC.

The Software-Defined Grid: Redefining How the Grid Decides and Delivers

Roberta Bigliani — Thu, 18 Jun 2026 04:00:00 GMT

This IDC TechBrief examines the software-defined grid: an architectural shift in electricity transmission and distribution networks that separates the control plane (operating logic, capacity allocation, asset coordination, and flexibility orchestration) from the power-delivery plane, governing it through open, programmable software interfaces. The physical layer continues to deliver energy, increasingly through software-defined devices including grid-forming inverters and emerging solid-state breakers.

“Success depends on treating the architecture as a strategic decision rather than a procurement one, engaging regulators around operational and software-driven investment cases, building software engineering and IT/OT capability internally, and deploying in stages alongside open-source ecosystem participation,” said Roberta Bigliani, Group Vice President, IDC Global Lead for Energy Insights, Retail Insights, and IDC Industry Hub.

Aligning Innovation with Enterprise Architecture

Robert Samuel — Wed, 17 Jun 2026 04:00:00 GMT

This IDC Perspective emphasizes the advantages of both tactical and strategic opportunities arising from the alignment of business innovation programs and enterprise architecture (EA). Business innovation programs are positioned to explore emerging opportunities. EA establishes the guardrails for data, system, process, cybersecurity, and system delivery. Aligning the two programs creates strong synergy to interrogate opportunities for breadth and depth of capabilities. EA gains deeper insight into key business drivers and constraints through collaboration on innovation scenarios. The scenarios, drivers, and constraints provide a unique perspective for enterprise architects to compare the current architecture with future opportunities. Meanwhile, business innovation leaders gain systems knowledge of process, data, and system strengths and weaknesses. This collaboration provides a robust library of examples for leaders to use in developing business cases. When the time comes for project execution, the collaboration pays dividends by enabling early assessment of time to deliver, risks, and deployment dependencies.

“The senior leadership advocacy of partnering enterprise architecture with innovation originators elevates ideas from isolated concepts into scalable, repeatable solutions that deliver enterprisewide value,” says Robert Samuel, adjunct research advisor, IT Executive Programs (IEP) at IDC.

Beyond Checkbox Compliance: A Targeted Value Approach to COBIT and Other Self-Assessments

Daniel Saroff, Niel Nickolaisen — Wed, 17 Jun 2026 04:00:00 GMT

This IDC Perspective argues that CIOs and compliance leaders must redesign governance self-assessments around focus and intent rather than breadth, treating them as a managed assurance discipline rather than an annual checkbox exercise. Boards, auditors, and business stakeholders increasingly expect self-assessments under COBIT, SOX 404, ISO 27001, and NIST CSF to produce decision-useful insight into control health and governance maturity. Yet in many large organizations, these assessments still center on full-coverage scoring, RAG heatmaps, and narrative evidence, leaving meaningful improvement to ad hoc remediation or isolated process owners. The result is defensible-looking scores but limited ability to surface the control gaps that matter, drive prioritized action, or sustain participant engagement. Drawing on IDC's work with organizations across industries, the document describes seven recurring failure modes that undermine repeatable assurance. It provides strategic guidance for CIOs on shifting self-assessment from a compliance artifact to an assurance program by anchoring scope to business risk, defining target maturity before scoring, designing top down and assessing bottom up, and enforcing a failure-cascade rule that prevents averaging from masking critical gaps. It then outlines a tactical playbook for operationalizing the model.

"Organizations that manage risk most effectively are not those that measure everything equally. They are those that know what matters most and measure it rigorously. The shift from checkbox compliance to targeted assurance is not about doing less; it is about doing the right things with discipline, evidence, and accountability," says Daniel Saroff, group vice president, Research and Consulting, IDC.

Broadcom Mainframe AR Forum 2026: AI on Mainframe's Terms

Adam Resnick — Wed, 17 Jun 2026 04:00:00 GMT

At its Mainframe Analyst Relations Forum, held June 8–10 in Boston, Broadcom presented an AI strategy centered on embedding AI capabilities directly into its existing mainframe application development and DevOps portfolio rather than building standalone AI products. New capabilities arrive inside the tools customers already use, under existing entitlements, through MCP-based connectivity across DevOps, Data Management, and AIOps value streams. This approach reflects the nature of the platform: A mainframe is built for deterministic, high-volume, and mission-critical execution at a quality and reliability bar that a more disruptive AI product strategy would put at risk. Broadcom is working to build a unified developer experience where mainframe development uses tools and workflows already familiar to developers coming from conventional enterprise environments. The company is making solid progress, though attracting developers to a platform underrepresented in developer culture is a challenge specific to the mainframe, and the broader pressure of measuring AI investment returns is one the whole industry is still working through.

IDC MaturityScape: Sustainable Transformation 1.0

Bjoern Stengel — Wed, 17 Jun 2026 04:00:00 GMT

"Sustainability maturity is now inseparable from business performance maturity. The organizations closing the performance gap are not doing so through reporting excellence or carbon offset programs alone — they are embedding AI across operations, supply chains, and product portfolios to make sustainability a continuous, self-optimizing capability. This IDC study gives buyers and vendors alike a shared language and a clear progression map for that journey." — Bjoern Stengel, Global Sustainability Research and Practice lead, IDC

Microsoft Build 2026: The Agentic Platform Play That Puts the OS Back at the Center of the Stack

Jim Mercer — Wed, 17 Jun 2026 04:00:00 GMT

Microsoft Build 2026 demonstrated the company's intention to embed agentic AI directly into the operating system, development toolchain, and enterprise security fabric as an interconnected whole. Announcements spanning Windows-native agent containment, on-device small language models, expanded Linux tooling, a new GitHub Copilot App, frontier model tuning, and purpose-built AI hardware collectively signal that Microsoft is no longer positioning Windows as a passive foundation for AI workloads but as an active participant in their governance, execution, and economics. For enterprise organizations navigating the transition from AI experimentation to production-scale agentic deployment, the Build 2026 announcements deserve evaluation. Whether it translates into preference shifts among developer segments that have long favored macOS and Linux will depend on the company's execution of these announcements over the next several cycles.

Orange Takes Full Ownership of MasOrange: Spain Cements Position as Orange Group's Strategic Second Pillar

Alejandro Cadenas — Wed, 17 Jun 2026 04:00:00 GMT

On June 8, 2026, Orange announced the completion of its acquisition of the remaining 50% stake in MasOrange held by Lorca, taking full ownership of Spain's leading telecommunications operator for €4.25 billion in cash. The transaction concludes a process initiated in December 2025 and elevates Spain to a fully consolidated, strategic position within Orange Group.