Cloud Keys An Era Of New IT Responsiveness And Efficiency

John R. Rymer

James Staten and I wrote this vision of the future of cloud computing. The full report is available to Forrester clients at this link. The research is part of Forrester’s playbook to advise CIOs on productive use of cloud computing and is relevant to application development and delivery leaders as well.  

This research charts the shifts taking place in the market as indicated by the most advanced cloud developers and consumers. In the future, look for the popular software-as-a-service (SaaS) and infrastructure-as-a-service (IaaS) models to become much more flexible by allowing greater customization and integration. Look for more pragmatic cloud development platforms that cross the traditional cloud service boundaries of SaaS, platform-as-a-service (PaaS), and IaaS. And look for good private and public cloud options — and simpler ways of integrating private-public hybrids.

The key takeaways from this research are:

  • IaaS, PaaS, and SaaS boundaries will fall. In the future, no cloud will be an island. SaaS, PaaS, and IaaS will remain distinct but expand to anchor cloud platform ecosystems that weave together application, development platform, and infrastructure services. Business services built in these ecosystems will be easier to develop, better performing, more secure, and more cost-efficient.
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Market Consolidation In The Customer Service Space - A Slew Of Companies That No Longer Exist

Kate Leggett

I know the customer service market is consolidating as it matures. I’ve been tracking the consolidation of the knowledge management, multichannel management and EFM space for a while. However, at no time has this consolidation been quantified as when I recently helped my colleague William Band update his maturity model of the CRM space, known as a Forrester TechRadar.

Have a look at this partial list of vendors that have been acquired or have merged with another entity:

Field Service:

  • Dexterra acquired by Antenna Software (2009)
  • Sybase iAnywhere acquired by SAP (2010)
  • Servigistics acquired by PTC (2012)
  • Syclo acquired by SAP (2012)

Enterprise listening platforms and community platforms:

  • Radian6 acquired by salesforce.com (2011)
  • Overtone acquired by KANA Software (2011)
  • Leverage Software acquired by Telligent (2011)
  • Collective Intellect acquired by Oracle (2012)
  • Cymfony acquired by Visible Technologies (2012)
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Keep Calm And Analyze Big Data

Mike Gualtieri

Big data - It screams, it cries, it's ugly, it's beautiful, it's honest, it lies, it's mysterious, it's everywhere, and it grows infinitely. But, don't worry.

Big Data, Mike Gualtieri, Forrester Research

 

 

 

 

 

 

 

 

 

 

 

An Interactive Discussion About Digital Customer Experience Strategies

Stephen Powers

Over the past year, we’ve been discussing — through our research and client interactions — the issues involved with digital customer experiences. What’s interesting about this particular problem is how quickly the market is changing and how the issues cut across many roles and aspects of the business. How do you build a digital experience strategy that best suits your business needs and is inclusive of the roles that have a stake in digital experience success?

We have two Forrester webinars planned over the next week to discuss these very issues. Tomorrow’s webinar (November 20) will be held at 2:00 p.m. UK time (3:00 pm CET), and my colleagues David Aponovich, Jonathan Browne, Bobby Cameron, and I will discuss how digital experience strategies affect roles such as CIOs, Customer Experience Professionals, and Application Development & Delivery professionals. Next Tuesday (November 27) John Rymer, Adele Sage, and I will do a similar webinar at 1:00 pm ET/10:00 am PT. Both of these webinars will be fast-moving, interactive discussions and will use a Pardon the Interruption-style format where we’ll cover a number of questions about DX strategies and give ourselves 3 minutes to discuss each question before moving on. We’ll also be taking questions from the audience.

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TechnoPolitics Podcast: The Future Of Identity Management With Eve Maler

Mike Gualtieri

Eve Maler, Forrester TechnoPoliticsCome again? You mean to tell me that Eve Maler, one of Forrester's experts on emerging identity and security solutions, has never changed her Amazon password? Yep. She aptly points out that "Amazon has no password rules." While passwords aren't dead, she says, firms that rely only on passwords for identity management are vulnerable to serious breaches. Most firms have "terrible hygiene" when it comes to identity management.

In this episode of TechnoPolitics, Eve Maler discuss how firms like Amazon and Paypal use a "constellation" of risk-based authentication techniques and technologies to protect customers' identity. The courage to make tough calls — that's Eve.

Podcast Listening Options — The Future Of Identity Management

Click here to download the MP3 file for this episode.

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Calling All Hadoop Vendors

Mike Gualtieri

We are inundated with client inquiries about #BigData. Clients want to know everything. What is the business case? What advanced visualization and predictive analytics tools should we use? Where do we find data scientists? What store, process, and access (SPA) technologies should we invest in? Among these questions, clients frequently ask about Hadoop solutions. Hadoop is one of many #BigData technologies, but it is among the hottest in terms of vendors offering Hadoop solutions to overcome the many shortcomings of just downloading the Hadoop open source binaries.

Forrester Wave™: Hadoop Solutions, 2013

I am pleased to announce that Noel Yuhanna and I plan to launch new Forrester Wave research on Hadoop solutions. The research will begin in January 2013, and we plan to publish in May 2013. This new evaluation will not be an exact update of the previous The Forrester Wave™: Enterprise Hadoop Solutions, Q1 2012. The new Forrester Wave will have updated criteria, a lab evaluation, and may have a different mix of vendors.

Calling All Hadoop Vendors

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Common Mistakes In The Era Of Digital Disruption

Kyle McNabb

“Yep, we’re doing it wrong.”

That’s what one front office development leader who attended our Digital Disruption Summits and Forums in London and Orlando told us after hearing stories of how to survive and thrive in this age of constant consumer-led, software-fueled digital disruption.

And this front office development leader—whose scope ran the gamut from CRM and customer service to Web and mobile apps—wasn’t alone. In this age of digital disruption, where empowered customers and employees demand new levels of engagement with your firm, what might you be doing wrong?

If you’re not reaching out to stakeholders in your marketing and product development organizations, you’re doing it wrong.

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How To Build A Business Case For Customer Service Investments

Kate Leggett

We know that investing in customer service is good for business and can positively impact your revenue. However, building a business case for customer service investments is challenging, as you must understand the benefits and associated costs of the investments.

For some customer service technologies, such as workforce management, email, and chat, the business benefits are very clear. For other customer service technologies, such as social customer service or knowledge management, the business benefits are more difficult to precisely quantify. Yet in all cases, business benefits fall into one of three categories: reducing operational costs, improving productivity, or enhancing the customer experience. Examples include:

 

Technology

Business benefit

 

Reducing operational costs by…

Improving agent productivity by…

Increasing customer satisfaction by…

Chat

- Resolving customer issues with shorter average speeds to answer (ASA)

- Reducing the average interaction cost

Reducing re-contact rates

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TechnoPolitics Podcast: Mobile First Means Service In Your Customers' Pocket

Mike Gualtieri

Ted SchadlerForrester Vice President and Principal Analyst Ted Schadler is passionate and emphatic when comes to mobile first app strategy. He says that most firms haven't figured it out that mobile first "is not about self-service, it is about service." Listen to the first two minutes, and you won't be able to stop listening. Ted's insights are fresh and full of examples.

 

Podcast Listening Options - Mobile First Means Service In Your Customers' Pocket

 

About Forrester TechnoPolitics

Make the tough calls. That is what independent insight and analysis is all about. Hosted by Mike Gualtieri, Forrester TechnoPolitics features independent analysis and commentary from Forrester analysts about hot technology and what it means to you and the world. Scripted? Absolutely not. Passionate? We live it every day. Courage to make the tough calls? You be the judge.

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Stars Matter: The Secrets Of Successful App Developers

Jeffrey Hammond

I posted a note yesterday that's been a long time coming. In doing the research for Forrester's mobile app development playbook, I've been talking with all sorts of companies that build mobile apps. Build Five-Star Mobile Apps is the first collection of those observations, but it won't be the last. The premise of the document was simple - find out how companies with top-rated apps in markets like the Apple App Store or the Google Play Store design, build, test, release, and maintain their mobile apps. While there's great diversity in approach, common factors fell out of my interviews, and these practices will help you organize your own efforts:

1. Assemble small, focused development teams. The largest development teams we found had fewer than 10 people. When teams grew larger, they were subdivided into platform-specific teams (i.e. the Android team or the iOS team). Small teams can move fast and keep impedance to a minimum but also require substantial changes in how they perform design and testing.  

2. Favor simple development tools over complex ALM processes. The need for speed that characterized the development processes we found means that most traditional ALM tools hurt more than they help. Gone are formal, text-based requirements documents and heavyweight SCM systems. Smaller code bases with less branching mean tools like Git shine. But it's not all airy castles - testing creates a real headache, so we're seeing lots of experimentation with device emulators, simulators, and even basic tricks like deploying graphic mock-ups to devices to get early user feedback.

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