Real-World Feedback on Real-Time Interaction Management

Rusty Warner

Have you ever felt like this…

Our vendor has some great capabilities that we are not leveraging, but I would place the blame on us.

Well, you’re not alone. That’s actually a direct quote from one of the 74 customer references we surveyed for the Forrester Wave™: Real-Time Interaction Management, Q3 2015. In general, we found that most customers are deploying real-time capabilities across only a few channels today. The most prevalent real-time interaction management (RTIM) use cases? Web personalization and dynamic email content are well ahead of other deployments, in use by 62% and 60% of survey respondents, respectively.  Decision management for contact centers and eCommerce recommendations are next in line, but the former may not be connected to digital channels, and the latter may leverage its own set of tools. Real-time mobile app deployments are surprisingly few – 8th in our list of digital and off-line channels – but by far the highest number of respondents (49%) plan to add mobile capabilities.

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Expectations For Mobile World Congress 2016

Dan Bieler

The last year has flown by: In just a few weeks the Mobile World Congress (MWC) is on again. So what can we expect from the leading global get-together of mobile-heads this year? In my view there will be:

  • Less hype concerning mobile device launches. The leading smartphone and tablet providers will announce or showcase new models of established product lines, including more wearables and watches, like Samsung’s Galaxy S7, Sony’s Xperia Z6, LG’s G5, Huawei’s P9, HTC’s One M10, and Microsoft’s Surface Phone as well as newcomers like the Nextbit Robin or the OnePlus 2 Mini. Yet, I expect more of an evolution than a revolution. Blackberry might provide more insights into its future as device manufacturer beyond the Priv. Both Apple and Google will announce their upcoming devices at their own respective events, not at MWC. I am interested to see which way the pendulum is swinging: device commoditization or real new innovation. I expect the former.
  • Increasingly intertwined messaging of big data and IoT vendors. Big data will play an important part in most IoT solutions. Ultimately, IoT is not really about things but rather about data. Mobile-connected objects create scale and various channels for sensor data that flows back and forth. I will listen to how the messaging for front-end, customer-facing and back-end operational activities are emerging among IoT vendors like Nokia, Telstra, GE, Ericsson, and Salesforce but also among firms like ABB and John Deere. I expect AI and machine-learning to play a growing role for big data and IoT initiatives.
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Backend-as-a-Service: Bring Out Your Dead!

Michael Facemire

Appcelerator was acquired by Axway. Parse (once acquired by Facebook) closes up shop. It’s been a busy week in the BaaS world. It all reminds me of the “Bring out your dead!” sketch in Monty Python and the Holy Grail, except this time it’s mobile development shops driving the cart looking for the last remnants of BaaS companies to throw on the pile! Yet it was only 3 years ago that the BaaS space came into the mainstream — what happened?

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Introducing Forrester’s Digital Maturity Model 4.0

Martin Gill

For the past eight years, business leaders have used Forrester's eBusiness and digital marketing assessments to mature their firms toward excellence. In 2013, we introduced a comprehensive digital maturity model that consolidated our interactive marketing and eBusiness maturity models.Two years applying the model with clients have helped hone and focus it even further. Our latest report, the Digital Maturity Model 4.0 updates our 2014 digital maturity model into a single set of scoring criteria that today's cross-functional digital leaders can use to benchmark how well they use digital to drive competitive strategy, enable superior customer experiences, and create operational agility.

What’s new?

  • Digital maturity demands cross-functional collaboration. Digitally mature firms do so much more than deliver great technology. They understand that digital execution demands the right culture, organization, technology and insights. That’s why we define digital maturity across those four key dimensions. Our assessment outlines key best practices for how firms drive a digital culture, how they organize and resource digital teams, how they invest in technology and how they steer their strategy and execution with customer-driven insight.
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Online Self Service Dominates Yet Again. Why? Its An Effortless Way To Get To Your Answers

Kate Leggett

Customers demand accurate, relevant, and complete answers to their questions upon first contact - served up as painlessly as possible -  so they can get back to what they were doing before the issue arose.

Forrester data backs this up: In our December 2015 "Customer Lifecycle Survey," we found that 53% of customers are likely to abandon their online purchases if they can't find quick answers to their questions. 73% say that valuing their time is the most important thing companies can do to provide them with good customer service. We also found that older customers are just as, if not more, intolerant to friction in their customer service interactions as younger consumers.

Customer service organizations have to deliver easy and effective service. If they don't, customers will leave the brand. They will also complain to their networks about their experience. These emotions can get rapidly amplified in the world of social media and ultimately lead to brand erosion.

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Data Digest: Just A Handful Of Apps Account For Nearly All App Time On Smartphones

Nicole Dvorak

Today, consumers spend most of their time on smartphones using apps - and just five apps account for 88% of the time they spend using downloaded apps. For the average US smartphone owner, those apps are Facebook, YouTube, Instagram, Gmail, and FB Messenger. And although smartphone owners use about 24 unique apps in a given month, the remaining 19 command just a small slice of users' time.

Nicole Dvorak is a data scientist serving all roles. Follow her on Twitter at @NicoleLDvorak.

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The Online Retail Market In India Will Reach $75 Billion By 2020

Satish Meena

The retail market in India is going through a very interesting phase. Online retailers are flush with funds and spending aggressively on acquiring customers and building infrastructure, while organized retailers are trying to come out of their “wait and see” mode before online sales start hurting them in categories other than music, books, and mobile phones. The Indian online retail market is the fastest-growing market in Asia Pacific, although it is still very small compared to China and Japan. According to the recently published Forrester Research Online Retail Forecast, 2015 To 2020 (Asia Pacific), we expect it to grow at a CAGR of 44% from 2015 to 2020 to reach $75 billion. We also predict that:

  • The influence of the Web on retail sales will increase. Less than 2% of total retail sales in India are online, but the Web’s influence is much bigger. Customers are using the Internet to research products (even when they are shopping in physical stores); to compare prices with online retailers; to check specifications; and to read user reviews. This is making the Web a powerful medium, one that organized retailers can’t ignore. As such, we expect to see organized retailers undertaking more online activities in 2016.
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Azure Stack Preview – Microsoft-s End-Game for On-Premise IT?

Richard Fichera

What’s Happening?

In 2014 I wrote about Microsoft and Dell’s joint Cloud Platform System offering, Microsoft’s initial foray into an “Azure-Like” experience in the enterprise data center. While not a complete or totally transparent Azure experience, it was a definite stake in the ground around Microsoft’s intentions to provide enterprise Azure with hybrid on-premise and public cloud (Azure) interoperability.

I got it wrong about other partners – as far as I know, Dell is the only hardware partner to offer Microsoft CPS – but it looks like my idiot-proof guess that CPS was a stepping stone toward a true on premise Azure was correct, with Microsoft today announcing its technology preview of Azure Stack, the first iteration of a true enterprise Azure offering with hybrid on-prem and public cloud interoperability.

Azure Stack is in some ways a parallel offering to the existing Windows Server/Systems Center and Azure Pack offering, and I believe it represents Microsoft’s long-term vision for enterprise IT, although Microsoft will do nothing to compromise the millions of legacy environments who want to incremental enhance their Windows environment. But for those looking to embrace a more complete cloud experience, Azure Stack is just what the doctor ordered – an Azure environment that can run in the enterprise that has seamless access to the immense Azure public cloud environment.

On the partner front, this time Microsoft will be introducing this as a pure software that can run on one or more standard x86 servers, no special integration required, although I’m sure there will be many bundled offerings of Azure Stack and integration services from partners.

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Forrester’s Security & Risk Spotlight: CISO Expertise From Across The Pond

Stephanie Balaouras

2015 was a tumultuous year for CISOs. Breaches affecting The Home Depot, Anthem Blue Cross Blue Shield, and T-Mobile dominated the headlines worldwide and left no industry, region, or CISO unscathed. These unfortunate spotlights created a slew of negative infosec publicity along with panicked demands from business leaders and customers alike. How secure are we? Ask the CISO. How did this breach occur? Ask the CISO. Why did this breach occur? Ask the CISO. Could we have prevented it? Ask the CISO. How could we let this happen? Ask the CISO.

Yet, CISOs continue to struggle to gain clout and influence with the rest of the C-suite and sometimes it can feel like a thankless role. There is little recognition when you’re doing your job right, but you face a whirlwind of pain and blame the second something goes wrong. The world’s growing emphasis and focus on cybersecurity should be running parallel with the capabilities and reputation of the CISO. Instead, CISOs see their responsibilities increasing with only modest funding increases, recognition, or support from their fellow colleagues.

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2016 Mobile And App Marketing Trends

Thomas Husson

In November, Forrester released its mobile predictions for 2016, highlighting how mobile will act as a catalyst for business transformation and explaining why the battle for mobile moments will redefine the vendor landscape.

Let’s now take a closer look at how mobile will impact marketing in 2016.

A year ago, Forrester argued that most brands would underinvest in mobile in 2015. This is likely to remain the case this year, since too many marketers still have a narrow view of mobile as a “sub-digital” medium and channel. This is good news for the 20% of marketers who told us they have the budget they need and for the 33% who said they know how to measure mobile ROI. In 2016, this growing minority of leading marketers will start to fully integrate mobile into their marketing strategies. These mature mobile marketers will measure the impact of mobile across channels, see a clear opportunity to differentiate their brands, and increase their investments in mobile initiatives. Here’s what else we expect to happen:

  • Integrating mobile into your marketing strategy will become a key differentiator. While most brands are trying to mobilize their ads, few are going the extra mile: serving their customers in their mobile moments by transforming the entire customer experience. Only those that do go that extra mile will differentiate their brands via mobile. Leaders will also start measuring the impact of mobile on offline channels and will end up allocating up to 20% of their marketing budgets to mobile.
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