Apache Spark's Marriage To Hadoop Will Be Bigger Than Kim And Kanye

Mike Gualtieri
  • Apache Spark is an open source cluster computing platform designed to process big data as efficiently as possible. Sound familiar? That's what Hadoop is designed to do. However, these are distinctly different, but complementary, platforms. Hadoop is designed to process large volumes of data that lives in an Hadoop distributed file system (HDFS). Spark is also designed to process large volumes of data, but much more efficiently than MapReduce, in part, by caching data in-memory. But, to say that Spark is just an in-memory data processing platform is a gross oversimplification and a common misconception. It also has a unique development framework that simplifies the development and efficiency of data processing jobs. You'll often hear Hadoop and Spark mentioned in the same breath. That's because, although they are independent platforms in their own right, they have an evolving, symbiotic relationship. Application development and delivery professionals (AD&D) must understand the key differences and synergies between this next-generation cluster-computing power couple to make informed decisions about their big data strategy and investments. Forrester clients can read the full report explaining the difference and synergies here: Apache Spark Is Powerful And Promising
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With So Much Commoditization In The CRM Landscape, How Do You Choose The Right CRM?

Kate Leggett

I have been working on evaluating a range of vendors for the CRM Wave which will be published in March. What I am seeing is that core CRM capabilities are very, very commoditized. Just about every vendor can check the box on core SFA and marketing automation features. There's a bit more difference if you look at customer service capabilities over social, digital and self service channels but all evaluated vendors handle core case management adequately. So what does this mean to the buyer who is looking for a CRM?

  • Choose a solution that is right-sized for your business. Some CRM vendors target the complex, global enterprise. These solutions are typically heavyweight and replete with features that are often customized to meet specific business requirements. Other CRM vendors target small to midsize organizations with a breath, but not necessarily a depth of capabilties. For smaller organizations too many features are often an overkill for organizations with lightweight needs, so make sure you understand the target user of the CRMs under evaluation.
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It's Not Your Grandfather's Open Source BI Market Any Longer

Boris Evelson

There's never been a question on the advantages of open source software. Crowdsourcing, vendor independence, ability to see and in some cases control the source code, and lower costs are just a few benefits of open source software (OSS) and business model. Linux and Apache Hadoop are prime examples of successful OSS projects. It's a different story, however, when it comes to OSS BI. For years, OSS BI vendors struggled with growth because of:

 

  • The developer-centric nature of open source projects. The target audience for open source projects is developers, which means deals are mostly sealed by technology management. The industry, on the other hand, has gravitated toward business decision-makers within organizations over the last several years. However, business users are less interested in the opportunities that a collaborative open source community offers, and more concerned about ease of use and quick setup. Indeed, Forrester's research constantly finds evidence correlating business ownership as one of the key success factors for effective BI initiatives.
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Join Our 2015 Digital Experience Delivery Survey

Anjali Yakkundi

Mark Grannan, Ted Schadler, Stephen Powers, and I recently launched our annual survey on delivering customer-facing web and mobile initiatives. If you're someone who is involved in delivering your firms web and mobile experience, we'd love to have you participate in this survey. If you're a vendor or services firm, we encourage you to circulate this survey to your customers or prospects! 

What do we hope to explore in this survey? Some of the questions we’d like to get answers to include:

  • What projects (if any) you have planned for this year.
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Understand The Promise Of Real-time Speech Analytics To Prepare To Overcome A (Large) Budget Hurdle

Ian Jacobs

“With the gift of listening comes the gift of healing.”

-Catherine de Hueck Doherty

We’ve all heard the canned notifications when we call companies for customer service: “this call may be recorded for security or quality purposes.” Most customer service organizations today record their phone interactions with their customers. Often those recordings just sit untouched on the digital equivalent of a dusty shelf in a storage closet. The recordings are there to ensure regulatory compliance or, in rare cases, to be pulled off the shelf in case of a major dispute with a customer.  In essence, the part of the notification about security rings true; the quality part, not so much.

But, as part of continuous improvement programs, companies have begun to change that by actually analyzing the recordings for quality purposes. That process of quality monitoring allows firms to select recordings for review and assessment. In forward-thinking organizations, the tools enable managers to replay agent screen actions, allowing evaluations to include screen activity in addition to voice content. Managers use these reviews to pinpoint which agents perform well, which need further training, and to identify processes that need to be refined.

Companies doing this basic form of quality monitoring, however, find they cannot change the outcome of those calls — the interactions are long since over. This is where the emerging field of real-time speech analytics comes into play. Vendors of real-time speech analytics tools promise to allow companies to intervene at the moment of truth, while the customer and the contact center agent are still talking.

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Build An Agile BI Organization

Boris Evelson

The battle of trying to apply traditional waterfall software development life-cycle (SDLC) methodology and project management to Business Intelligence (BI) has already been fought — and largely lost. These approaches and best practices, which apply to most other enterprise applications, work well in some cases, as with very well-defined and stable BI capabilities like tax or regulatory reporting. Mission-critical, enterprise-grade BI apps can also have a reasonably long shelf life of a year or more. But these best practices do not work for the majority of BI strategies, where requirements change much faster than these traditional approaches can support; by the time a traditional BI application development team rolls out what it thought was a well-designed BI application, it's too late. As a result, BI pros need to move beyond earlier-generation BI support organizations to:

  • Focus on business outcomes, not just technologies. Earlier-generation BI programs lacked an "outputs first" mentality. Those projects employed bottom-up approaches that focused on the program and technology first, leaving clients without the proper outputs that they needed to manage the business. Organizations should use a top-down approach that defines key performance indicators, metrics, and measures that align with the business strategy. They must first stop and determine the population of information required to manage the business and then address technology and data needs.
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Pick The Right Web Content Management System -- It's The Backbone Of Your Digital Experiences

Ted Schadler

With 25 years of history and 178 million active public websites around the world, you would think that the backbone technology for websites would be mature, sophisticated, basically done as a market. But it's simply not true. Web content management (WCM) systems are still in their infancy. Here's the one-minute history:

  • 1995. These ever-changing systems first had to learn to deliver content interactively, tailoring the experience to the needs of the day. Think Yahoo.com.
  • 2000. Then they had to deliver business services directly into customers' hands. Think eBusiness.
  • 2010. Then they had to deliver experiences on smartphones and tablets. Think Google Maps app.
  • 2015. And now they have to deliver highly personal digital experiences on any device directly into a customer's immediate context and moments of need along every step of her journey (see Figure 1).
  • 2020. What's coming next? Well, let's get the platforms up to 2015 requirements first. But those of you with a future slant need to be thinking about modern app architectures, where the building blocks -- content systems, digital insights, customer databases, integration, delivery tier, and so on are decoupled to handle IoT, glanceable moments on wearables, and a gazillion other digital scenarios.
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Pick The Best Video Platform For Customer Or Employee Engagement

Philipp Karcher
To capture, manage, and deliver live and on-demand video you need a video platform. Selecting the right platform helps companies maximize the impact of video on customer and employee experiences. 
 
Enterprises looking at applications for video across marketing, corporate communications, and training need to consider products in multiple categories. Our just-published Forrester Wave on Enterprise Video Platforms and Webcasting evaluates the 16 leading providers focused on live presentations with slides and publishing video on demand. We included BrightTALK, Cisco, InXpo, Kaltura, Kontiki, Kulu Valley, MediaPlatform, Nasdaq, On24, Panopto, Polycom, Qumu, Ramp, Sonic Foundry, TalkPoint (PGi), and VBrick in the evaluation.
 

 
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Forrester's Top CRM Trends For 2015

Kate Leggett

CRM is the foundational building block that allows empowered consumers and connected employees to do business in ways we could not imagine just a few years ago. Historically, CRM strategies have focused around operational efficiency gains like reduced marketing costs, increased revenues from salespeople, shorter sales cycles, or better customer service productivity. Its no wonder that CRM is widely deployed in all companies – both big and small.

 

Today CRM is evolving, and companies are using it to support their customers in their end-to-end journeys. This customer obsession delivers business results that far exceed productivity and efficiency measures.CRM, used the right way, delivers higher levels of revenue and company profitability through winning, serving, and retaining customers.

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Mobile BI Success: Having The Right Technology Helps, But Isn't Enough

Martha Bennett

Between 2012 and 2014, mobile BI adoption shot up: Forrester survey data shows that the percentage of technology decision-makers who make some BI applications available on mobile devices has nearly quadrupled, and the percentage who state that BI is delivered exclusively via mobile devices has risen from 1% in 2012 to 7% in 2014. While this clearly demonstrates that mobile BI is gaining traction, the actual mobile BI adoption picture is rather more nuanced. Our ongoing research and client interactions show that mobile BI adopters fall into three overall groups; some organizations

  • Really ‘get’ the transformational potential of mobile BI. They are the ones who understand that mobile BI is about much more than liberating reports and dashboards from the desktop. They focus on how data can be leveraged to best effect when in the hands of the right person at the right time. If necessary, they’re prepared to change their business processes accordingly. For those companies, mobile BI is an enabler of strategic goals, and deployment is a journey, not an end in itself.
  • Make mobile BI available because it’s the right thing to do, or they’ve been asked to.  Many of these organizations are reaping considerable benefits from their mobile BI implementations, and the more far-sighted of them are working on how to move from the tactical to the strategic. Equally, many are trying to figure out where to go from here, in particular if the initial deployment doesn't show a clear benefit, let alone return on investment. 
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