Apple Watch -- Bliss or Bling? Glanceable Moments Will Decide

Ted Schadler

Our 2014 Technographics survey of 4,575 North American consumers reveals that 40% of smartphone owners are "tired of pulling my phone out of my pocket." No wonder. Smartphones have become an extension of our psyches -- our confidence and our strength, our entertainer and our assistant. We look at them sometimes 100s of times a day in our mobile moments of need. How many of those moments can shrink down to wrist size?

We're about to find out. Apple is shipping its Apple Watch today. Millions of people will buy them. But will it be bliss or bling? Will people will still be wearing an Apple Watch six months from now? And will word spread so it shows up in the holiday gift list of millions more consumers?

Source: Forrester Research, Inc.

I believe that Apple Watch can succeed and even has a chance to make geeky watches cool. But only if app designers and developers master a new kind of mobile moment we called glanceable moments or micro moments.

Here's a rule of thumb: people will stare at a desktop screen for 3 minutes. They will spend 30 seconds on their smartphone. But they will spend only 3 seconds with a watch app. That's a glanceable moment: 3 seconds to communicate vital information, deliver a service, or help someone take action.

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Contact Centers Must Go Digital Or Die

Kate Leggett

Customers are impatient with poor service. They want an accurate, relevant, and complete answer to their question upon first contact so they can get back to what they were doing before the issue arose. Forrester data shows that 55% of US online adults are likely to abandon their online purchase if they can’t find a quick answer to their question.77% say that valuing their time is the most important thing a company can do to provide them with good online customer service.

It's no surprise that our recent survey data shows that customers of all ages are increasingly using self-service channels (web, mobile, IVR)  for a first point of contact for customer service. In fact, for the first time in the history of our survey, respondents reported using the FAQ pages on a company's website more often than speaking with an agent over the phone. Self-service gives you that "pain-free" or effortless experience that consumers want. Customers escalate the harder questions to a live agent - whether its chat, email or a phone agent - and these calls become opportunities to help build stronger relationships with your customers to garner their long-term loyalty.

But contact centers are not delivering to expectations. We find that:

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The Forrester Wave™ Evaluation Of Functional Test Automation (FTA) Is Out And It's All About Going Beyond GUI Testing

Diego Lo Giudice

A few months ago, I blogged about testing quality@speed in the same way that F1 racing teams do to win races and fans. Last week, I published my F(TA)1 Forrester Wave! It examines the capabilities of nine vendors to evaluate how they support Agile development and continuous delivery teams when it comes to continuous testing: Borland, CA Technologies, HP, IBM, Microsoft, Parasoft, SmartBear, TestPlant, and Tricentis. However, only Forrester clients can attend “the race” to see the leaders.

The market overview section of our evaluation complements the analysis in the underlying model by looking at other providers that either augment FTA capabilities, play in a different market segment, or did not meet one of the criteria for inclusion in the Forrester Wave. These include: 1) open source tools like Selenium and Sahi, 2) test case design and automation tools like Grid-Tools Agile Designer, and 3) other tools, such as Original Software, which mostly focuses on graphical user interface (GUI) and packaged apps testing, and Qualitia and Applitools, which focus on GUI and visualization testing.

We deliberately weighted the Forrester Wave criteria more heavily towards “beyond GUI” and API testing approaches. Why? Because:

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Google's Mobile-Friendly Search Will Bury Your Mobile-Unfriendly Sites

Ted Schadler

Customer are mobile first. Is your website? Are all your webpages?

Google did something important for your customers today: it changed its ranking algorithm for searches on smartphones. If Google deems your web page mobile-unfriendly, then it will be devalued in the search rankings. Your page will be buried.

My colleagues Mark Grannan, Jennifer Wise, Deanna Laufer, Peter Sheldon, and I capture the problem and how to fix it in a new Forrester report: Don't let this good crisis go to waste -- use it to convince your company to make the mobile mind shift and invest in mobile-friendly experiences. I summarize the report here.

 

1. The digital world is web.

With 177 million active websites in the world and enterprises reporting 268 websites (with sometimes 10s of thousands of webpages), this amounts to 10s of billions of webpages that are either mobile-friendly or not. This is not a small problem. It's a problem with global scale and complexity.

Source: Netcraft.com

 

2. Customers are mobile.

Our data is irrefutable: 2/3rds of the global online population uses smartphones. And 86% of US smartphone owners use Google to find websites.

Base: 1,680 US online smartphone owners (18+)

Source: Forrester's Consumer Technographics Behavioral Study, Q1, 2015

 

3. Most enterprise webpages are designed for PCs only.

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Measure and improve contact center agent experience in order to improve customer experience

Ian Jacobs

Contact center agents have a huge impact on customer experience. Unhappy contact center agents equal unhappy customers. It's that simple. Contact center agents who feel disengaged, unhappy with their job or their lot in life, or are simply having a bad day can make a customer's contact center experience seem like root canal surgery. Given that, measuring how happy and engaged agents are and then improving the agent experience should be a priority for any company focused on driving improved customer experiences.

We’ve written before about the new breed of contact center agents and what types of tools they need to succeed at their job. Technology, however, represents just a piece of the puzzle. Firstly, not all contact center tools drive positive agent experience. For example, tools too focused on making the agent experience efficient risk allowing agents to just breeze through tasks and disengage their mind — and their judgment — from the processes of serving customers. Secondly, while tools are important, they are not the only issues that influence the agent experience.

Of course, improvement begins with measurement and benchmarking. Our research shows that, to date:

  • Agent surveys have not provided contact center pros the insight into agent experience they need. Using HR-style surveys turns up the usual array of woes: bad bosses, bad coworkers, or bad coffee. Contact center pros cannot tackle these issues, even though they may be important to the overall work environment. On the other hand, targeting surveys to technology issues provides actionable insights on how to improve the contact center experience.
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Oracle Aims To Put “The Customer” At The Core Of The Oracle CX Cloud

Kate Leggett
This is a guest post by Fraser Tibbetts, Researcher on the AD&D team covering sales force automation software.
 
Oracle’s first ever Modern CX Conference in Las Vegas last week, with roughly 3,000 attendees, focused on Oracle’s vision for the CX Cloud suite of products. Instead of the usual focus on technology, executives focused on products that recognize how the customer has more power than ever. This aligns with Forrester's age of the customer research. It is encouraging to hear that same message from Oracle’s CEO, Mark Hurd, and from the Oracle product team leads.
 
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Contact Center And Customer Service Metrics Must Support Broader Company KPIs

Ian Jacobs

OK, it is certainly a cliché and clearly suffers from an incomplete view of the world, but many contact center executives would still nod their heads in agreement with the statement, “You can’t manage what you can’t measure.” Contact centers generate a huge volume of data, and everyone from agents on the floor to CEOs in their corner offices would benefit from being presented with actionable analytics based on that data. However, turning that data consistently into actionable knowledge that is useful to improving performance remains challenging. The key questions for contact center professionals around this data are: 

  • What do you measure?
  • How do you present the data from those measurements?
  • What do you do with those measurements?
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The Forrester Wave: CRM Suites For Midsize Organizations, Q1 2015

Kate Leggett

The CRM market for enterprise organizations has consolidated in the last five years. Similarly, there's been a lot of movement with CRM vendors that target mid-sized organizations. Here are a couple of examples of note: Microsoft, acquired Marketing Pilot in 2012 to round out its marketing capabilities, and Parature in 2014 to fill in customer service gaps. Aptean was formed as  a new company in 2012 by merging CDC Software and Consona. Infor acquired SalesLogix from Swiftpage in 2014, which had acquired it from the Sage Group in 2013. SAP released a brand new product in 2012 – Cloud for Customer – aimed at the high end of the midmarket and the enterprise.

At the same time that all these market movements are happening, we are seeing  new point solution vendors pop up at an unprecedented rate and are delivering modern interfaces and mobile-first strategies that address specific business problems such as sales performance management, lead to revenue management, and digital customer experience.

So, with the breadth of CRM capabilities available from vendor solutions, how do you choose what CRM best suits your needs? In the Forrester Wave: CRM Suites For Midsize Organizations, Q1 2015, we pinpoint the strengths of 10 leading vendors that offer solutions suitable for midsized teams. Here are some of our key findings:

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Is your modern delivery "Agile all the way through" ? Take our survey...

Diego Lo Giudice

Software delivery leaders are under tremendous pressure to deliver faster and better software. As digital is having a ripple effect, the scope of improving software delivery processes and practices is just becoming pervasive in all industries and in many enterprises.

Agile development has been around for well over 10 years, DevOps is picking up where Agile left [I see it differently, the DevOps push is just giving more momentum to "Agile all the way through" journeys and bringing more agility to the last mile of the delivery processes too], and many organizations are still in the middle of an Agile transformation journey. So it's a good time to do another industry health check on Agile and therefore run our bi-annual Forrester Agile adoption survey for 2015. 

Who should take the survey? Anyone who is currently on an Agile adoption journey, from beginners to advanced practicioners, from those going from small scale Agile adoption to large scale Agile adoption, who can share with us their company, division or team experience. More specifically

  • Software Product Vendors, System integrators and Consultants
  • End user companies in any vertical sector: automative, engineering, energy, finance, government, retail, media, etc.
  • Located in any geography (we are adding this new demographic data point this year)
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An Approach To Converge The Worlds of Big Data And BI

Boris Evelson

Webster dictionary defines a synonym as "a word having the same or nearly the same meaning" or as "a word or expression accepted as another name for something." This is so true for popular definitions of BI and big data. Forrester defines BI as:

 

A set of methodologies, processes, architectures, and technologies that transform raw data into meaningful and useful information used to enable more effective strategic, tactical, and operational insights and decision-making.
 
While BI has been a thriving market for decades and will continue to flourish for the foreseeable future, the world doesn't stand still and:
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