I Got 99 Problems & DevOps Is One- We Need Your Help!

John Rakowski

As we near the end of 2014 there is one tech management term that you will have heard over and over again - DevOps!

I can guarantee that every conference, vendor, tech analyst, tech journalist and I&O professional will have used the term DevOps at least a dozen times this year. If you haven’t -  then why not? DevOps is the pot of gold over the rainbow, the promise of a better world in which development and operations pros work together in perfect harmony making the world a better place. In fact, DevOps is the only thing that should be on your wish list this Thanksgiving and festive season! ok, ok, I am going over the top a bit - sorry, sometimes my British sarcasm takes over!

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Telstra Bets Its Future On All Things Connected

Dan Bieler

I recently visited Telstra’s “Let’s Connect” Analyst Summit 2014 in Sydney, the analyst event of Australia’s incumbent telecom provider, Telstra. CIOs of MNCs who have been tasked with finding the right provider in Australasia need to balance their requirements for true end-to-end solutions that many tech services providers promise with the need for reliable collaboration and connectivity services as well as cloud and services solutions. Telstra brings attractive assets and strengths to the table regarding these core focus areas. My main takeaways are that:

  • Telstra is a strong network services provider in Australasia. European CIOs who require a strong network service provider in the developed markets of Asia and Australia find a solid partner in Telstra. There Telstra stands out through high-quality network infrastructure and local teams on the ground.
  • Telstra provides telco industry benchmark offerings in healthcare. Telstra is dedicated to becoming a strong provider of healthcare solutions that rely on connectivity. CIOs in the healthcare sector should look to Telstra for solutions such as hospital-in-the-home partnerships, medical care in remote communities, as well as telemedicine services.
  • Telstra takes organizational and cultural transformation very seriously. Telstra is fully aware of the need to transform its organizational structures and operating culture and to transform toward a more service- and software-focused telco. Although this transformation will take time to implement, CIOs will find a network service provider that is committed to transformation at the very top of management.
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How Mature Is Your Social Marketing?

Kim Celestre

Social marketing is reaching maturity. It is moving past the awkward adolescent stage and is trying to become a responsible adult. But similar to similar to those awkward adolescent years, a social marketing program can take one step forward and one step back. Marketing leaders tell us that developing their social marketing capabilities is frustrating because they make progress in some areas and fall short on some others. And even best-in-class social marketing programs are not immune to development challenges. For example, an award-winning social marketing initiative may regress because the social marketing team fails to get more resources to grow their program(s) and/or their customers' social behaviors are changing. This is why you must assess your social marketing capabilities on a regular basis and make it part of your planning process. As soon as you become complacent, you lose your edge.

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CMOs And CIOs: A Couple Still In Need Of Therapy To Reach Power Status

Sheryl Pattek

A new pneumonia virus first infected a few people in China in November 2002. A scant seven months later, the virus known as SARS had infected more than 8,000 people in 26 countries and caused 774 deaths. The international medical community mobilized: Within one short month, it discovered the virus that caused SARS, completed its genetic sequencing, outlined its modes of transmission, and communicated guidance for managing the outbreak.

How did this happen so fast? The power of collaboration. A network of 11 laboratories in nine countries came together and collaborated to identify the cause of SARS and how best to combat it. They shared research in near real time, empowering each lab to build on the work of the others. Compare the success of this collaborative effort to the three years it took to discover that HIV led to AIDS as well as the slow movement to solve our current Ebola crisis. Clearly, collaboration when mobilized can have a huge, positive impact on the world in which we live, work, and play.

Now, just because CMOs and CIOs are not curing world hunger or an infectious disease, that does not mean they can choose to ignore the power of collaboration. In fact, as CMOs and CIOs, you too need to be collaboration superstars in order to prosper in the age of the customer

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The Cloud Will Drive Agility Into Your Customer Experience Ecosystem

TJ Keitt

This past June, Forrester began a conversation about what ails the networks of customers, partners, and employees we call customer experience ecosystems. My colleague Rick Parrish attributed the problems to an unhealthy mix of cumbersome rules, disorganized technologies, and complacent management. The result? Businesses aren't able to leverage those customer, partner, and employee relationships to quickly and effectively respond to market changes. Now, if you've followed this blog, you've seen me argue that you can't resolve these issues without a technology strategy that aligns with your business vision. Why? Because you can only do what your technology allows.

In our new report, Want To Improve Your Customer Experience? Turn To The Cloud, we examine how cloud services can help customer experience professionals drive flexibility and responsiveness into their customer experience ecosystems. At the heart of this report is our read of cloud services' fundamental value:

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Dell Is Testing The Waters Of Customer Analytics For Marketers

Gene Cao

On November 5, Dell announced new data and analytics services at its annual Dell World customer event. Having integrated the analytics products it acquired — such as Kitenga (from Quest), Boomi, and StatSoft — Dell is now trying to build big data analytics capabilities based on a big data platform, visualization, and advanced analytics. These analytics technologies are appealing to technology management teams in end user organizations, but they may not meet the expectations of lines of business, especially for marketers facing increasing and rapidly changing demand for data and analytics.

As part of its effort to enhance its customer analytics offerings, Dell hired new leaders with marketing experience for its analytics business, such as its new GM of advanced analytics for marketing. And the company has started to move analytics offerings into the marketing arena:

  • Social media analytics is extending to the cloud. Dell hosts its social media analytics products on the Microsoft Azure platform and has started offering social listening products powered by Radian6. The cloud platform helps Dell serve a wider variety of client companies, from large organizations like the American Red Cross to small and medium-size businesses. The vendor is helping marketers optimize their customer segmentation, but it needs to do more to help marketers better recognize and engage with customers.
  • Master data management services are strongly integrated but are weak on analytics. Dell consolidates data (such as transactional, CRM, and supplier data) from disparate sources into a central repository and distributes it downstream. However, its customer data analytics capabilities are poor and make it difficult to evaluate, for example, average customer lifetime value.
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Customer Insights And Big Data Analytics Will Sprawl in 2015

Michael Barnes

Forrester recently published its 2015 Predictions for Asia Pacific. I wanted to highlight some specific trends around customer insights (CI) and big data, two very hot topics for many AP-based organizations.

We strongly believe that success for many organizations hinges on your ability to close the gap between available data and actionable insight. Marketing is taking the lead here, as CI pros seek to use data to fuel customer engagement improvements. Hence 2015 will be a year of increased fragmentation as reliance on analytics spreads across organizations.

What will this mean for you? More cloud-based and mobile analytics, more demand for interactive and responsive analytics, and more use of specialist and niche BI and analytics service providers. Given this backdrop, Forrester believes that:

  • Analytics spending will increase by at least 10% across the region. Yes analytics spending will increase, but less of it will be visible in the CIO's budget. Marketing and other business departments will drive analytics investments to address specific challenges and opportunities. The technology management (TM) organization will have little control over the implementation and deployment of niche and specialist BI and analytics services.
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Screen For These Four Criteria During Your Next Agency Search

Sarah Sikowitz

Being asked to pitch for a new piece of business strikes both excitement and fear in the hearts of many agency folk.  When I started research for my latest report, The Fit Test For Strong Agency Relationships, there was no shortage of people who wanted to weigh in on how to make the process better for both CMOs and agencies. 

After many interesting and spirited conversations, I settled on the four things CMOs should screen for when selecting an agency to help drive their business forward in an increasingly competitive and real-time environment.

Check out my report (subscription required) for a how to guide to screen for:

  • Vision: Does they agency’s vision for the future of consumer behavior, technology and marketing align with yours?
  • Experience: Can the agency provide a fresh perspective to your acute business challenges?
  • Passion: What is the agency doing to create a culture where its employees are passionate about coming to work?
  • Process: Will the agency be able to enact change across your organization?

If you are interested in discussing your next agency search or how to get the most from your current agency relationships, please schedule an inquiry with me.  

Global Vendors Should Expand Their Ecosystem In China

Frank Liu

Back in June, I blogged about why Chinese technology management professionals have started looking more closely at domestic vendors. One reason: a government-led push away from foreign IT vendors that is forcing global vendors to expand their local ecosystem to exploit new service models and improve service delivery. Chinese tech management teams should keep an eye on new trends and be aware of the benefits they bring.

I recently attended VMware’s vForum 2014 event in Beijing. The vendor has established a local ecosystem for the three pillars of its business: the software-defined data center (SDDC), cloud services, and end user computing. VMware is working with:

  • Huawei to refine SDDC technologies.VMware is leveraging Huawei’s technology capability to improve its product feature. VMware integrated Huawei Agile Controller into NSX and vCenter to operate and manage network automation and quickly migrate virtual machines online. Huawei provides the technology to unify the management of virtual and physical networks based on VMware’s virtualization platform. This partnership can help VMware optimize its existing software features and improve the customer experience.
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The Digital Store Platform Will Support The Retail Store Of The Future

Adam Silverman

The in-store shopping experience is increasingly being transformed into a digitally enhanced experience for both the customer and retailer. Technologies such as beacons, retail store analytics, and store fulfillment programs are rapidly changing the definition of how a retail store operates and engages with customers. While 68% of customers use a mobile device while in a store, retailers are just beginning to take an active role in that in-store digital experience.

Forrester believes that, in the future, retail stores that drive convenience, service, and relevant personalized experiences through the use of digital store technology will succeed. Why? Because today. customers show an affinity for digital store technology. In fact, 66% of luxury apparel customers are more likely to shop with a digitally-enabled associate. Those retailers who wait on the sidelines are at risk of maintaining the status quo and may only grow marginally.

In 2015, Forrester predicts that:

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