Early in 2010, my colleague Bill Doyle published a report called 'Customer Advocacy 2010: How Customers Rate US Banks, Investment Firms, And Insurers'. This report includes trended Technographics® data that shows that US consumer trust in financial institutions is returning. One year after the financial crisis that brought the US economy to its knees, customers are more likely to say that their financial institutions do what's best for them, but not all of the financial sectors benefit equally.
Insurers score better than ever compared with other retail financial services firms. Smaller banks also do well, while some of the biggest banks again land at the very bottom of our rankings. And after years of rating higher than banks, investment firms as a group now score worst.
Forrester clients can access the report with the scores for 46 US financial companies here.
Late last week, ExlServices acquired PDMA, Inc., maker of the LifePRO Insurance Policy Administration System. In his discussions with Forrester, Yogendra Goyal, VP & Global Head - Insurance Practice, was very clear on how the deal will help theBPO provider. He said the LifePRO platform will enable the company to move to a more sophisticated outcome pricing model as well as enable it to to cut costs and drive higher value and up the process stack. It's another clear example of how the BPO market is moving to have a standard software platform underpin its process work (see my report Platform BPO: Process Outsourcers Take A New Approach To Traditional BPO for more information).
Yesterday at its annual analyst meeting, Accenture unveiled its new software group. Yes, the company has formally set up a software organization to sell packages and SaaS offerings. The group was internally established back in September 2009, but publically launched this week. The group has 48 products, 36 of which are vertical packages that Accenture has done on its own; the remainder are enhancements to existing packages from vendors like Oracle and SAP. The vertical packages include freight and logistics, hotel property management, and a claims components solution. Sample “enhancements” cover P&C billing with SAP, banking with both SAP and Oracle, and a human capital management offering with SAP. The numbers on the group: the offerings cover 8 industry segments and it has 2,000 people and claims that it has signed 600 deals where there is an explicit software license. There are 12-15 software factories in support of 48 products. This is an extreme example of the standardized offerings that services vendors will bring out as the market evolves.
Every spring I’m faced with the wonderful opportunity – and challenge – of choosing the best questions for Forrester's annual 20 minute Web survey of commercial buyers of IT infrastructure and hardware across North America and Europe.
As technology industry strategists, what themes or hypotheses in IT infrastructure do you think we should focus on? What are the emerging topics with the potential for large, long term consequences, such as cloud computing, that you’d like to see survey data on? Please offer your suggestions in the comments below by May 21!
This year, I’m proposing the following focus areas for the survey:
New client system deployment strategies– virtual desktops, bring-your-own-PC, Win 7, smartphones, and tablets
Hypothesis: Early adopters are embracing virtual desktops and bring-your-own-PC, but the mainstream will proceed with standard Win 7 deployments
In this podcast Principal Analyst Boris Evelson discusses SAP's recent announcement on their intention to acquire Sybase. From the business intelligence point of view, Boris breaks down the obvious and not so obvious effects the acquisition will have on SAP's BI and data warehouse capabilities.
SAP today announced an agreement to acquire Sybase, Inc. for $5.8billion. Sybase has a broad portfolio of solutions, so the question comes to mind: what is the strategy, the driving force behind the deal? What are the Sybase crown jewels that SAP is after?
The main three assets Sybase brings to SAP are obviously a database, a mobile infrastructure and real-time analytics. Is it the combination of all of these assets or is there a distinct difference between those portfolio elements? Here are some first thoughts from my side on SAP’s strategic intention for the deal:
This deal is not focused on Sybase’s database assets. Why?
The Sybase market share on databases is too small to make a big difference for SAP. Most SAP applications are currently running on Oracle, and there is little appetite in the market for replacement projects.
SAP is Oracle’s biggest database reseller and makes significant business out of this and won’t shoot itself in the foot. Thus they will of course continue to sell and support Oracle, DB2, etc… Anyways it’s an important element of SAP’s strategy to support multiple databases, but first it means investment to extend this support to the new family member (Sybase’s database is currently not supported!). In the long run, however, it won’t hurt to have in-house database expertise as the market changes and new opportunities will come.
Okay, so I'm a sucker for nostalgia. But being on the same stage as Gilda Radner and John Belushi and John Candy and Tina Fey was a thrill. And being in the same studio where Elvis Costello and the Attractions stopped "Less Than Zero" after a few bars and jumped into "Radio Radio" in defiance of NBC's wishes brought a rebellious, empowered smile to my face.
NBC's Studio 8H, home of Saturday Night Live, is where Microsoft launched SharePoint 2010 and Office 2010 yesterday. It was a short, punchy, customer-filled event. These products are the latest in the "Wave 14" product set, a ginormous (as my 9-year old says) overhaul of the Office product line. And they're beauts. Here's my (admittedly enthusiastic) analysis of what Microsoft has accomplished with this product.
The lion awakens and roars.
Microsoft's Office business has taken a battering in the press as journalists chase stories about the important innovations from nimble startup competitors, open source alternatives, and Web-based productivity tools. But let's face it. Microsoft doesn't have 500,000,000 people using its tools for no reason. And while three years is a long time to wait for a product release (especially in this era of instant innovation via the Internet), Microsoft has re-confirmed its position as the most important driver of business productivity on the planet. This launch will crush the dreams of a 100 entrepreneurs and force another 1,000 to rethink their companies. That's okay. It's what happens when Microsoft turns a niche product for a geeky few into a global feature that anybody can use. As an economy, we need it.
In late breaking news today, SAP announced a definitive agreement to acquire Sybase for $5.8 billion. The deal will be accretive for SAP and is expected to close in July 2010. Sybase is a profitable company with revenues of $1.2 billion and $1 billion in cash. Sybase Chairman, CEO and President John S. Chen will become a member of SAP's Executive Board.
The deal is a good move by SAP mainly because it accelerates SAP’s innovation strategy, which is focused on in-memory computing, mobile device applications, analytics, and SaaS. Sybase brings assets to the table in each of these areas:
In-memory databases via its Adaptive Server Enterprise (ASE) platform and SQL Anywhere.
Mobile applications development and device management via Sybase Unwired and Afaria.
Analytics via the Sybase IQ column oriented analytics server and complex event processing (CEP) technology.
Cloud computing is delivered via Sybase’s partnership with Amazon Web Services.
SAP gets its own relational (Sybase ASE) and analytical (Sybase IQ) DBMS. Why is this a positive since SAP already has tight partnerships with major DBMS and DW vendors such as Oracle, IBM, Microsoft, Teradata, and HP? Simple. First, SAP can now control the code. Second, SAP can now potentially reduce reliance on DBMS partners, most of whom (Oracle, IBM, Microsoft) have their own full software stacks and therefore compete, often putting a strain on partnership relationships. True, Sybase ASE has a rather low market penetration, other than on Wall St (see Stefan Ried's blog), but since SAP BW takes care of most of the traditional RDBMS design and implementation tasks, Sybase could be positioned as a black box engine under BW, that does not require separate design, administration and maintenance environment. *** Update. SAP just confirmed that each of its applications can run on an independent database, so having mixed DBMS platforms under ERP and BW will not be an issue.
SAP also gets highly relevant (for low latency BI) and currently missing CEP technolgy from the Sybase Aleri acquisition and an OEM version of Coral8.
SAP customers may also benefit from advanced analytics from Fuzzy Logix, integrated and embdded in SybaseIQ
Sybase gets a badly needed BI front end on top of its Sybase IQ analytical DBMS. While Sybase is leading the market in the columnar DBMS, it is somewhat challenged selling and positioning the product with the business buyers, since they can’t really see, feel, or touch it.
Social media will spur dramatic evolutionary shifts in traditional BI architectures in several ways. For starters, vendors will bring the Wikipedia and Facebook models into the heart of their user experience, converging traditional BI with social networking, knowledge management, and collaboration architectures. Under this new “social BI” paradigm, vendors will provide information workers with tools for collecting vast pools of user-generated, subject-oriented, multimedia content, thereby supplementing and extending traditional data marts. By encouraging user-centric development of multimedia content stores, social media will accelerate the evolution of enterprise data warehouses into comprehensive “content warehouses.” By enabling applications to monitor and mine growing streams of social media content, the new generation of social BI platforms will accelerate the convergence of data mining, content analytics, and complex event processing. And this new BI platform paradigm will enable powerful social network analysis, sifting through continuing streams of transaction, behavioral, and sentiment data to identify influencers, net promoters, brand ambassadors, and other key relationships in online communities of all shapes and sizes.