What Is The State Of Your Consumer-Facing Mobile Initiatives?

Jeffrey Hammond

My colleague Julie Ask is fielding a survey that asks a number of questions about your company's consumer-facing mobile strategy. If you have a few minutes to spare, please take the survey to answer her questions and help us out with some in-process mobile research.

Here's the link to the survey.





Mobile Proliferation Killed Linux Hopes For World Domination

Mike Gualtieri

Poor Linux. It struggled so hard to dominate the world. It was the little open source engine that could, but it didn’t. It never even came close to Microsoft Windows on the desktop, with less than 2% share of desktops. The bright spot for Linux is that 60%+ of servers on the Internet run LinuxRead more

More Market Consolidation With Oracle Acquiring RightNow: More Questions Asked Than Answered

Kate Leggett

It’s exciting to see the news of yet another acquisition in the world of customer service with the announcement of  Oracle’s intent to acquire RightNow. Today’s contact center ecosystem is complex and comprised of a great number of vendors who provide overlapping and competing capabilities. I’ve previously blogged about what these critical software components are. The reason why these acquisitions are good is that they align with what customers want: a simpler technology ecosystem to manage from both a systems perspective and a contractual perspective. And suite solutions available from unified communications (UC), CRM, and workforce optimization (WFO) vendors are evolving and include comprehensive feature sets. These vendors have either built these capabilities out or acquired them via M&A activity — and we expect more M&A to happen.

Now, to focus on the RightNow acquisition. This acquisition, at a high level, is a win-win for both companies:

  • RightNow gets the big-company marketing, professional services, and sales reach of Oracle to grow beyond its current run rate and compete more effectively with salesforce.com, Microsoft, and to a lesser degree SAP. Forrester rated RightNow as a leader in our Forrester Wave™ for CRM and CRM customer service suites.  
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Getting The Customer Service Agent Experience Right Is Good For Business

Kate Leggett

There is an explosion of customer service products and services, and companies are turning to customer service as a way to differentiate themselves: 90% of customer service decision-makers tell Forrester that a good service experience is critical to their company's success, and 63% think the importance of the customer service experience has risen.

But we know that businesses must be pragmatic in choosing initiatives that will help deliver service in line with customer expectations, and at a cost that makes sense to the business.

Companies are looking at many ways to move the needle on customer service by leveraging the power of social media, mobile, and new cloud-based deployment methods. However, I hear few companies talking about what they are doing to optimize the customer service agent’s experience so that he can deliver better service to his customers.

Today, customer service agents use tens, if not hundreds, of disconnected systems to address a customer’s request. Have a look at the  example  of a desktop that Jacada gave me — lots of apps, and even some green-screen apps!

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BI In The Cloud: Separating Facts From Fiction

Boris Evelson

“… and they lived happily ever after.” This is the typical ending of most Hollywood movies, which is why I am not a big fan. I much prefer European or independent movies that leave it up to the viewer to draw their own conclusions. It’s just so much more realistic. Keep this in mind, please, as you read this blog, because its only purpose is to present my point of view on what’s happening in the cloud BI market, not to predict where it’s going. I’ll leave that up to your comments — just like your own thoughts and feelings after a good, thoughtful European or indie movie.

Market definition

First of all, let’s define the market. Unfortunately, the terms SaaS and cloud are often used synonymously and therefore, alas, incorrectly.

  • SaaS is just a licensing structure. Many vendors (open source, for example) offer SaaS software subscription models, which has nothing to do with cloud-based hosting.
  • Cloud, in my humble opinion, is all about multitenant software hosted on public or private clouds. It’s not about cloud hosting of traditional software innately architected for single tenancy.
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Oracle Leapfrogs BI Competitors By Acquiring Endeca

Boris Evelson

This is a very smart move by Oracle. Until the Siebel and Hyperion acquisitions, Oracle was not a leader in the BI and analytics space. Those acquisitions put them squarely in the top three together with IBM and SAP. However, until this morning, Oracle played mostly in the traditional BI space: reporting, querying, and analytics based on relational databases. But these mainstream relational databases are an awkward fit for BI. You can use them, but it requires lots of tuning and customization and constant optimization — which is difficult, time-consuming, and costly. Unfortunately, row-based RDBMSes like IBM DB2, Microsoft SQL Server, Oracle, and Sybase ASE were originally designed and architected for transaction processing, not reporting and analysis. In order to tune such a RDBMS for BI usage, specifically data warehousing, architects usually:

  • Denormalize data models to optimize reporting and analysis.
  • Build indexes to optimize queries.
  • Build aggregate tables to optimize summary queries.
  • Build OLAP cubes to further optimize analytic queries.
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"Using Working SW As The Measure Of Progress Is Narcissistic...." How Do You Measure The Value Of Agile Instead?

Diego Lo Giudice

Hi all,

My colleague and friend Mike Gualtieri wrote a really interesting blog the other day titled "Agile Software Is A Cop-Out; Here's What's Next." While I am not going to discuss the great conclusions and "next practices" of software (SW) development Mike suggests in that blog, I do want to focus on the assumption he makes about using working SW as a measurement of Agile.

I am currently researching that area and investigating how organizations actually measure the value of Agile SW development (business and IT value). And I am finding that, while organizations aim to deliver working SW, they also define value metrics to measure progress and much more:

  • Cycle time (e.g., from concept to production);
  • Business value (from number of times a feature is used by clients to impact on sales revenue, etc.);
  • Productivity metrics (such as burndown velocity, number of features deployed versus estimated); and last but not least
  • Quality metrics (such as defects per sprint/release, etc.).
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Agile Software Is A Cop-Out; Here’s What’s Next

Mike Gualtieri

Never has a new trend annoyed me as much as Agile. Right from the get-go, the Agile Manifesto revealed the weaknesses and immaturity of the founding principles. The two most disturbing: “Working software is the primary measure of progress” and “Business people and developers must work together daily throughout the project.” These are

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You Need To Act More Like An Interactive Agency…

Kyle McNabb

Two weeks have passed since our successful AD&D and BP Forums in Boston. I’m still struck by conversations we held there and continue to hold now with many of you on how your teams can help deliver to your firm’s ever-important customer experience outcomes. Following one tip can help you either get ahead of this issue or catch up to the expectations of your stakeholders…act more like an interactive agency!

Note I didn’t say “transform” into an interactive agency. No, at the end of the day you have responsibilities to your organization the agencies your business peers use often don’t – you have to manage, operate, and maintain what’s been delivered. What I did say was “act” like one, and in doing so you’ll need to:

  1. Revisit your talent. For those of you that haven’t outsourced big portions of development, make sure you have great, creative developers, build a high-performance development team, and up-skill your business analysts by putting personas and customer journey maps into their tool kit. Why? The agencies your peers use have and cultivate these skills. At minimum, you'll be in a better position to manage and maintain what they’ve put in place if you have complementary skills of your own. If you have outsourced development, we can help you make the case to bring back the right pieces.
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How Do You Sell BI To The Business Executives?

Boris Evelson

Whoa! Hold your horses. If this is indeed a key challenge that you’ve tried to address in the past without much success, consider switching jobs. This is not a joke. Business intelligence (BI) is an employee market right now; a key challenge for most BI employers is finding, recruiting, and retaining top — or actually any, for that matter — BI talent. Consider that IBM BAO alone added more than 4,000 (!) BI positions in just over a year! Every other major, midsize, and boutique BI consultancy I talk to is struggling to find BI resources. So if you’ve been fighting this uphill Sisyphean battle for a while, consider new channels for your noble efforts.

Now, some more practical advice — albeit not as exciting. Start from the top down. In a few minutes I am getting ready to talk to yet another large client whose CEO does not “get” BI. Can you rightfully blame him/her? Yes and no. Yes, because how can you manage any business without measurement and insight into your internal and external processes? So if your CEO didn’t learn that in his/her MBA 101, suggest that he/she look for another job. And if you’re still standing after that and have suffered only a mild concussion, consider that many BI projects have been less than successful, and ROI on BI — one of the most expensive enterprise apps — is extremely difficult to show. So can you really blame your CEO?

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