A few months ago I wrote here about our benchmark of the sales content and functionality of UK banks' sales sites. My colleague Vanessa Niemeyer has just published a benchmark of the big four Australian banks' sales sites. Crushingly for an Englishman, the Australians beat us. The four Australian banks achieved an average score of 56 (out of 100), compared with an average of 48 for the British banks.*
National Australia Bank (NAB) came top, just ahead of Westpac in second place, with Commonwealth Bank of Australia not far behind. The Australian banks demonstrate a series of good practices in their application processes, such as cross-selling during the application and automated confirmations. We highlight many of the good practices that the eBusiness teams at the Australian banks have developed in the report which is available for Forrester clients here.
Many of my colleagues in the eBusiness & Channel Strategy team at Forrester have been working extremely hard for the past few weeks, preparing for next week's Consumer Forum, which is taking place at the Hilton in Chicago on October 28th and 29th. Among my colleagues who are presenting their latest research are Brian Walker, Diane Clarkson and Zia Daniell Wigder, while Carrie Johnson is hosting the entire event. I'm sure it will be two days well spent.
Social media has forever changed the way travelers interact with each other and companies — and its use is still growing. Forrester Technographics® data shows that 26 million more US online leisure travelers use social media in 2010 than in 2008. In fact, leisure travelers are really connected to travel companies beyond booking: A high 41% of US online leisure travelers have become travel social fans (TSFs) by friending, following, or becoming fans of a travel company or destination on a social networking site like Facebook, YouTube, Flickr, or Twitter. But why do they do this?
As the data shows, discounts are a powerful motivator. One in three friends, follows, or fans travel companies and destinations to learn about the seller's offers and discounts. As a result, smart travel organizations will start using social networking sites as extensions of their Web sites for travel deals. Travelocity, for example, has a 'roaming gnome' on its Facebook page that offers and promotes the company’s "Deals Toolkit." JetBlue Airways has a dedicated Twitter account, @JetBlueCheeps, to push special deals. Who will follow with the holiday season coming up?
One trend over the past year has been a growing interest in markets outside of North America and Europe. We're getting an increasing number of inquiries about markets in Asia-Pacific, Latin America and the Middle East - companies are anxious to map out their strategies for major eCommerce markets like Japan and China, as well as others such as Brazil and Russia. Retailers with an offline presence in affluent markets like the Gulf States are considering supplementing their traditional retail channels with an online one.
If you're looking to expand into any of these areas of the world, I wrote up some observations which were just published in Internet Retailer yesterday. Have a look if you're interested in emerging trends among online buyers in China, Japan, South Korea, Australia, Brazil and the UAE.
I've taken some heat in comments at the ZDNET version of my post about the top 15 tech trends research piece. Apparently, to non-Forrester clients who don't have access to the research on the website (except for a rather steep by-the-drink price), the blog post comes off as a teaser with no payoff. Mea culpa. Here's the deal: My process, like that of many analysts these days, is to do research, publish it on our website, and then yak about it via social media. While I'm very careful in Twitter to point out when links will take you to something that's free versus something that's for Forrester clients, I wrote the blog post that found its way to ZDNET's site mostly with Forrester clients in mind. It mostly says "Hey, check out this research doc. Here's what I was thinking when I set out to publish it."
What happens next is that the various analysts who contributed to the trends doc will post blog entries about their areas of expertise, specifically about the topics we talked about in the trends doc. So, in a few weeks, there will be lots of info for non-Forrester clients to read to dig into what we're talking about in this trends piece.
But for now, the social media campaign is looking too much like we're withholding the bottom line just to squeeze some bucks out of the public. Not so. In the interest of addressing that issue, here is a table of the tech trends in that piece, sorted by highest impact (over the next 3 years).
Today, IBM announced the acquisition of privately-held Clarity Systems for an undisclosed sum. The acquisition bolsters IBM’s solution set for the CFO, and complements its recent acquisition of OpenPages, a governance, risk, and compliance (GRC) vendor. Clarity, based in Toronto, had approximately 390 employees and 600 customers at the time of this deal.
Clarity Systems is a Strong Performer in "The Forrester Wave™: Business Performance Solutions, Q4 2009", offering a very good planning, budgeting, and forecasting solution as part of its flagship product, Clarity 7, along with an improved financial consolidations component. During the past few years, Clarity developed a market-leading regulatory reporting solution, Clarity FSR, which supports the process of creating full SEC filings and also embeds technology for XBRL reporting. IBM Cognos is ranked as a Leader in the same comparative evalution.
The success of FSR alone during the past two years made the large BPS vendors, IBM, SAP, and Oracle, envious of Clarity’s success. Oracle made a competitive response early this year with the release of Oracle Hyperion Disclosure Management. It seemed to this observer that SAP would make the next move by doing a deal to acquire Clarity, but IBM beat them to the punch.
As I was doing research for our Forrester Wave™: Enterprise Business Intelligence Platforms, Q4 2010, I couldn’t help but remember a dear old friend of mine, who was/is one of the nicest and smartest people, but often a bit naïve and too idealistic. At one point when we were watching the Olympic Games on TV, she shed a tear and asked, “Why can’t they all win?” Unlike the Olympic Games, though, it’s good news all around for all of the vendors covered in our latest evaluation. Here’s it is in a nutshell.
In Forrester's 145-criteria evaluation of enterprise business intelligence (BI) platform vendors, we found that IBM Cognos, SAP BusinessObjects, Oracle, Information Builders, SAS, Microsoft, and MicroStrategy led the pack because of completeness of not just BI, but overall information management functionality. Actuate came out as a Strong Performer on the heels of the Leaders offering equal — or in some cases superior — BI functionality, but it mostly relies on partners for the rest of its information management capabilities. TIBCO Spotfire also came out as a Strong Performer offering top choices for analytics, even surpassing other Strong Performers in the overall information management arena based on its traditional strength in middleware and application integration. Last but not least, QlikTech and Panorama Software moved up from Contenders and into the Strong Performers category based on the continuous improvements in their analytical capabilities.
Our evaluation uncovered a market in which:
IBM Cognos, SAP BusinessObjects, Oracle, and SAS continue to lead the pack.
Information Builders, Microsoft, and MicroStrategy move into the Leaders category.
I'm in the business of identifying when there's a change in the wind coming that will push us in a new direction. On balance, I've been successful. So much so, that when something I staked my career on becomes commonplace, people are so used to it that they look back and think I was only pointing out the obvious. Like when the most senior faculty member in the advertising department at Syracuse University rejected the "Interactive Advertising" course I proposed to teach in 1996 because online advertising was "just a fad." I took a stand and got to teach the class, over his objections. Fast forward to today and online advertising is so obvious that predicting it is a thankless task.
I say this because I am about to take a stand I want you to remember. Ready? Starting November 4th, Kinect for Xbox 360 will usher us into a new era Forrester has entitled the Era of Experience. This is an era in which we will revolutionize the digital home and everything that goes along with it: TV, internet, interactivity, apps, communication. It will affect just about everything you do in your home. Yes, that, too.
I've just completed a very in-depth report for Forrester that explains in detail why Kinect represents the shape of things to come. I show that Kinect is to multitouch user interfaces what the mouse was to DOS. It is a transformative change in the user experience, the interposition of a new and dramatically natural way to interact -- not just with TV, not just with computers -- but with every machine that we will conceive of in the future. This permits us entry to the Era of Experience, the next phase of human economic development.
What’s your approach to the smart city? What's your role? Join Forrester Analysts, IT decision-makers, vendor strategists, and other Tweeters in our upcoming Smart Cities Tweet Jam – a Twitter-based dialogue about smart cities – on Tuesday, November 9th from 11:00am to 12:00pm EDT (8:00am to 9:00am PDT and 5:00 to 6:00pm CET), using the Twitter hashtag #smartcityjam. From Forrester, Doug Washburn (@dougwashburn), Usman Sindhu (@usmansindhu) and I (@jenbelissent) will be joining – and likely others. Doug and Usman have written about what “Smart Cities” mean for CIOs of all kinds – the CIO of the city, the CIO of a component city service or infrastructure, and the CIO who consumes or interfaces with smart city infrastructure. Take a look at their report, Helping CIOs Understand "Smart City" Initiatives. My upcoming report, "Capitalizing on Smart Cities," will look at opportunities for tech vendors, including a look at alternatives types of “cities” and innovative business models to increase the long-term viability of smart city initiatives. The report is not yet out, but some of the ideas have been shared in recent blog posts on the definition of a “city,”new business models, and
To help consumer product strategists and executives answer this question and benchmark their mobile consumer strategy, Forrester fielded a Global Mobile Maturity Online Survey in Q3 2010. We interviewed more than 200 executives in charge of their company’s mobile strategy across the globe (40% in the US, 40% in Europe, and 20% in the rest of the world).
First, only a third of respondents said that they had had a mobile strategy in place for more than a year. Companies in this situation are from many different industries, but online players, media companies, and financial institutions are often more advanced. Forty-five percent of respondents are just waking up to the mobile opportunity and thinking about integrating mobile into their overall corporate strategy — just like they did a decade ago with the emerging online channel.
For the majority of respondents, mobile is mainly seen as a way to increase customer engagement, satisfaction, and loyalty. Mobile is less useful as a way to acquire customers and generate direct revenues — just 2% expect to generate more than $10 million in mobile revenues for 2010. While companies are assigning clear objectives to the emerging mobile platform, 23% of respondents still consider their primary objective with mobile to be to “test and learn.”