Benchmark Your Applications Portfolio

George Lawrie

Do you ever wonder how your business applications portfolio stacks up against your peers?

We conducted a series of interviews to understand how firms measure applications portfolio coverage of their business units and business models, end-user use of applications, and business value. We’re inviting application leaders to take a 10 to 15 minute survey anonymously to give their feedback on the metrics and their own estimate of their scores. We plan to aggregate the data then slice and dice by size or SIC or other “firmographics,” so that you can compare yourself with similar firms.

Dozens of your peers have already completed the survey and we want to write the report next week. But it's not too late. You can still join the fun here :

 https://forrester.az1.qualtrics.com/SE/?SID=SV_3rWh3knhUv6w4h7

If Your Business Looks Digital, What Should Your App Delivery Look Like?

Diego Lo Giudice

When computers were invented 60 years ago, nobody would have thought that gazillions of 0 and 1s would soon rule the world. After all, that’s all there is in any computer memory, be it a laptop, a mobile phone, or a supercomputer like Watson;  if you could open memory up and visualize the smallest elementary unit, you would “see” only an infinite sequence of 0s and 1s, something that would look like this:

Interestingly, that has not changed. Computers are still processing 1s and 0s. What has changed is that we live in an age of digital disruption, an age where software applications run and rule our business more and more. To be successful, those applications need to be engaging and entertaining so that consumers enjoy and are delighted by them; they also have to be mobile and accessible anywhere and at anytime, and they have to leverage tons of information, no matter if it comes from a database, a tweet, or Facebook.  

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Forrester's Top Trends For CRM In 2014

Kate Leggett

I'm moving into covering the greater CRM space, yet still retaining a deep focus on customer service technologies. Now-retired analyst extraordinaire, William Band and I put together our top trends for CRM in 2014. These trends are all about leveraging strategies and technologies for better understanding, connecting with, serving, and delighting customers. You can access the full CRM Trends Report for 2014 here.

Trend 1: Companies Strive To Be Experience Driven. In 2014, we predict that an increasing number of  organizations will adopt a more-disciplined approach to customer experience transformation. You can advance your organization's customer experience maturity by following a four-phased path: repair, elevate, optimize, and differentiate. To help enterprises excel at CX, leverage Forrester's framework that outlines 40 essential practices across six disciplines: customer understanding, measurement, governance, strategy, design, and culture.

Trend 2: Enterprises Will Embrace Tools That Create An Outside-In Perspective. To make meaningful improvements, organizations must align their customer experience ecosystems. That requires understanding customers' deep needs, viewing interactions from the customer's perspective, and socializing customer insights - and organizations will embark on this journey in 2014.

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Potholes In My Digital Experience! Is The Solution A New Mobile App?

Michael Facemire

Driving home from the Boston Logan airport in the winter can be an adventure. Fortunately, local governments have set up a means for reporting one of the perils — potholes. I know this because an overhead digital sign told me the number to call if I saw one. I appreciate the opportunity to help out, but the inefficiencies in this system make me cringe! If I see a pothole, I have to remember where it was until I have a chance to write it down. I also have to remember the nearest cross-street or landmark to help crews identify the proper location. And if I come across a second pothole before writing down all the first information? No chance I remember either. Does anyone remember playing the telephone game as kids? This is the modern version.

Many of our clients call with a similar challenge — how do we modernize manual processes for a digital/mobile world? With that in mind, how are many solving this today?

Create a mobile app. Mobile first! Everything is mobile these days, so let's jump on that train! While this is a good start, it’s important to understand the context of the user. There’s a good chance they’re using the GPS app on their phone to find the optimal way home. To use a new app, I have to go to the app list, find the new “Report Pothole” app, wait for it to initialize, and then report the incident. By then I’m no longer at the physical location and thus haven’t solved much of the manual problem. Solving this requires a better first step…

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Mobile App Developers: Stop Capturing Unnecessary Data Before Regulators Stop You

Martha Bennett

The findings presented in an article by German magazine Computerwoche published on Feb 11, 2014, are a forceful reminder that messages about excessive data capture via mobile apps seem to have gone unheeded so far.  As reported, tests by TÜV Trust IT established that “almost one in two mobile apps suck up data unnecessarily”.

What’s “unnecessary” of course depends on your viewpoint: it may seem unnecessary to me if my mobile email app captures my location; the provider of the app, on the other hand, could be capturing the information to provide me with a better service and/or to make money from selling such data to a third party. The trouble is that I don’t know, and I don’t have a choice if I want to use the app. From a consumer perspective, this is not a satisfactory situation; I’d even go as far as calling it unacceptable. Not that it matters what I feel; but privacy advocates and regulators are increasingly taking notice. Unless app providers take voluntary measures, they may see their data capture habits curtailed by regulation to a greater degree than would otherwise be the case.

Let’s step back a moment and consider why so many mobile apps capture more data than is strictly speaking necessary for the functioning of the app:

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First Details Of Forrester’s 2013 Global Banking Platform Deals Survey

Jost Hoppermann

Forrester began surveying global banking platform deals in 2005. For 2013, we evaluated about 1,600 banking platform deals submitted by 29 vendors and located in about 130 countries. Shortly, we will publish the final results of this evaluation. Today, I want to offer some initial trends:

  • Counted deal numbers are the second highest ever. The number of counted new named deals is the second level we have yet recorded. The number of new-named deals shrunk; extended business deals increased and the banking platform market grew. 
     
  • The banking platform market shifted gears again. Top 10 vendors still represented the vast majority of new named deals that we counted, but fewer vendors than in 2012 enjoyed more than ten percent of all counted deals.
     
  • Banks' total assets indicate three vendor categories. One group of vendors won very small banks only and another group’s projects reached up to medium sized-banks. Only six vendors’ clients touch the total assets range of tier 1 banks (and go beyond it).

All the details will be available with a series of forthcoming reports focusing on the success of the participating vendors, the regional success perspective, as well as delivered functionality. If you do not want to wait: I will share some of the results during a Forrester Teleconference on February 27 As always, let me know your thoughts: jhoppermann (at) forrester.com.

Digital Experience Delivery Sourcing: How Many Vendors Do You Buy From?

Mark Grannan

Today, we ran a short poll: "How many different vendors do you source digital experience solutions from?"  After seeing the results -- which matched our expectations -- the only word that comes to mind is 'fragmentation.'  

My colleague David Aponovich and I ran this poll during a webinar today for Forrester clients on the rise of digital experience platforms. Initially, you might think "doesn't this prove David and Mark wrong?"  But when you view this fragmentation against the need to deliver coherent digital experiences across touchpoints, we believe the journey many organizations face demands greater integration across these solutions.  As integration improves -- whether it comes prepackaged from the same vendor or not -- customer experiences should benefit from improved contextualization, and internal benefits will include unified interfaces, streamlined workflows, role-relevant data views, coherent commercial relationships, and much more.

We want to know: What are your organization's digital experience platform initiatives? Please take 15 minutes to let us know via our survey.

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DAM Vendors Must Step Up To The Plate

Anjali Yakkundi
Historically, digital asset management (DAM) has been a niche technology compared with other components of enterprise content management (ECM) and digital experience technology. This has changed dramatically over the last few years as many organizations are using DAM solutions to support digital experience and marketing-focused content and processes. 
 
In the wake of this change, most DAM vendors have fallen behind. Our latest 2014 DAM Market Overview found a few key areas in which vendors have particularly lagged behind: 
 
  • Most vendors are selling software technology, not solutions. Most vendors are in a race to support address functionality, scalability, and infrastructure needs. These are the core components of DAM technology, but they don't make it usable to the new marketing and line of business buyers. Usability must improve with features like drag and drop and HTML5 interfaces. Too many vendors have neglected investment in this area or mistake lightweight solutions with little functionality as an "easy to use" option. 
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2014 Digital Experience Delivery Survey

Anjali Yakkundi

Our application development and delivery (AD&D) team has recently launched our survey on digital customer experience initiatives, and we’re looking for information on your digital customer experience strategy and technology investments. Some of the questions we’d like to get answers to include:

  • What projects (if any) you have planned for this year.
  • Details about what those projects look like (e.g. budgets, staffing, and primary decision-makers).
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Getting To Responsive. My Letter To Mobile Hype Peddlers.

Mark Grannan
A colleague of mine here at Forrester lives out in San Francisco now. And given his new proximity to the "wellhead of innovation" that is silicon valley, he took advantage and attended a talk by Luke Wroblewski.  Luke wrote "Mobile First" back in 2011, and he's continued on to be a prominent figure in the mobile design speaking circuit. And Luke is not the only leading RWD and mobile UX author to keep their momentum going and become a talking head.  Ethan Marcotte, author of the orginal "Responsive Web Design" article back in 2010, and Brad Frost have become prominent figures prosletyzing mobile and the next new, bleeding edge aspect of mobile UX design.  While I appreciate their thought leadership, I find it increasingly frustrating to hear about how the mobile technology capabilities and market are moving so fast, and yet the bulk of organizations aren't investing to keep up.  So I want to write an open letter:
 
"Dear Mobile Hype Leaders,
We get it. Mobile is here to stay. Please slow the hype train down.
 
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