Futurology Episode 4: The Future of The Connected Workplace

Michael Facemire

This post was authored by Claudia Tajima, Researcher at Forrester.

 

On the second part of the forth episode of our Futurology webinar series, Mike Facemire, Julie Ask and James McQuivey convened to discuss the future of the connected workplace. Looking forward, they discussed what change in the workplace will look like and what it will take to get there.

See WEBINAR: Forrester Futurology Episode IV: The Future Of Me (Part 2).

 

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This Valentine’s Day, Pause and Appreciate Flower Logistics...

Phoenix Zhang

Over the past few days, Boston has been slammed by multiple snow storms.  This causes challenges for my pending flight to San Jose, but another deadline looms:  some roses might not be able to make it to Boston on time for Valentine's Day. Only someone deeply concerned with Supply Chain and Logistics worries about delivery time on Valentine’s Day. But perhaps we all should:  it could very easily shape whether you get a kiss or the cold shoulder for Valentine’s Day tomorrow.

According to IPSOS floral tracking study, cut, fresh flowers take center stage for three holidays:  Christmas, Mother's Day and Valentine's Day[i].  The US imported 976 million cut flower stems in advance of Valentine’s Day last year, between January 1 and February 14.[ii] You might guess these flowers are from the Netherlands. However, the Netherlands supplied only 2% of all imported volume. Seventy-one percent of Valentine's Day flowers came from Colombia alone and 19% from Ecuador. 

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Will The RSA Conference 2017 Make You A Better Security Pro?

Chris McClean

Today kicks off what’s always an exciting week for the infosec industry; in between meeting old and new friend at the RSA Conference, we’ll hopefully hear about practical new ideas, technologies, and opportunities for better managing information risk. Coincidentally, I’m proud to announce a new report highlighting the best tactics CISOs and security leaders are using to elevate their game:  How To Become A Superstar Security Leader. Will we hear any practical advice like this at the conference?

So far, so good. This morning in Moscone West, I already heard some great stories of cooperation at the Practical Intelligence Sharing: ISACs and ISAOs sessions, with a kick off from our own Laura Koetzle. In the (14!) years I’ve been to RSA previously, I’ve seen far too many technology vendors touting new partnerships and technical cure-alls and far too few case study examples like this of innovation helping CISOs do their jobs better. I’m cautiously optimistic things will be better this year.

So for the rest of the week, I’ll be looking past announcements of new products, acquisitions, and alliances; keeping an eye out instead for real-world examples and results. If you’re interested to hear Forrester’s take on the most interesting things we hear at the conference, register for our webinar here: Top Security Trends From The RSA Conference 2017.

And throughout the week, if you see or hear anything you think we should look into, please let us know!

Top Trends For CRM In 2017 - It's All About Differentiated (Digital) Experiences

Kate Leggett

We’re firmly in the age of the customer, where customers - not executives - decide how customer-centric their companies are. And while good customer experiences can help control costs, executives are more interested in their potential to fuel sustainable top-line growth.

Forrester defines CRM as:

The business processes and supporting technologies that support the key activities of targeting, acquiring, retaining, understanding, and collaborating with customers.

CRM is the foundational building block of a company's customer experience strategy to win, serve, and retain customers. It enables new business strategies, integrates to many technologies and is constantly rejuvenated by new trends. Here are 4 of the 10 trends that we see in CRM in 2017.

Customers want to easily connect with, interact with, make purchases from, or get service from a company.  For example, 72% of customers say that valuing their time is the most important thing that a company can do to provide them with good service. Companies must offer customers ways to easily engage with them to foster an ongoing omnichannel dialogue and relationship that strengthen loyalty and retention. And they will reap the rewards: Omnichannel customers are more active, spend more, and are less expensive to support than single-channel customers.

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Forrester’s First CPQ Wave Addresses The Tech Needs Of The Empowered Buyer

John Bruno

If you’re in a B2B environment, you’ve undoubtedly noticed the changing behaviors of your customers in recent years. As a result, technologies have shifted their focus to get closer to the customer and I'm not talking about just CRM or SFA. With a flurry of acquisitions and new entrants to the CPQ market popping up regularly, we decided to tighten the aperture and evaluate the top 11 CPQ vendors in The Forrester Wave™: Configure-Price-Quote Solutions, Q1 2017. These vendors do the most to address the rising, empowered B2B buyer. Below are some of the key findings from the report:

  • Customer and buyer experiences become a priority. CPQ is not about engineers. It’s not even about sellers anymore. CPQ is about the customer, and in this case that means both the end buyer of your products and the customers of your technology (indirect channels selling on your behalf) expect easy and effective interactions. CPQ is now a key enabler to delivering a high quality customer experience.

  • CPQ has no channel limitations. CPQ is not, I repeat, is not a back office solution anymore. It’s long addressed the needs of front line sales reps, and now it extends its functionality to all available channels. This means companies can extend the same business rules and logic to indirect channels (i.e. partners, dealers, distributors, etc.), customer service reps, eCommerce sites, and even emerging channels like IoT devices.

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I'm Starting An Insight Platforms-as-a-service Wave - Who Should Be Included?

Brian  Hopkins

Technology buyers have made it clear to us they want platforms for building data analytics applications. I call these insight platforms, and they were the No. 1 emerging technology of interest for enterprise architects in 2016.  Understanding why is easy — insight platforms provide a common toolset and a place to run what you have built. They accelerate both time-to-value and agility, which are crucially important for keeping up with markets and customers. See Tame The Beast: Forrester's Insight Platform Vendor Landscape and Want To Create Action From Big Data? Look At Enterprise Insight Platform Suites for more information.

Since using more public cloud is the No .1 big data priority, according to our 2016 survey of 3,000+ data and analytics decision makers, Insight Platforms-as-a-Service are next on my Forrester Wave™ agenda. We define Insight Platforms-as-a-service at multitenant platform-as-a-service cloud offerings that include tools for data management, several types of analytics and technology that help firms operationalize insight in other software and processes.

I already know the biggest players - Google, Amazon, Microsoft, IBM and Oracle - but I’m also looking for other providers who want to give them a run for their money. Who else I should look at? For example, should I include:

  • Business service providers like FICO? They can lay claim to having an insight PaaS, and they definitely want a piece of Amazon’s cloud business.
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Turn Supply chain analytics to your Moneyball

Phoenix Zhang

I watched Moneyball over the weekend for the first time, and I really enjoyed it. As a nerd, I love all movies that demonstrate the power of mathematics and analytics (On top of that, Brad Pitt did a fine job).

But while everyone loves the of using statistical insight to overturn old ideas and revolutionize baseball, but why are supply chain managers reluctant to apply similar winning concepts? According to a Forrester Business Technographics Survey, only 27% of supply chain management professionals and 22% of logistics and distribution professionals are using or plan to use big data analytics or plan to. At Forrester, I frequently discuss supply chain analytics with clients and how to leverage supply chain insights to drive business growth or improve operation efficiency. Everyone knows analytics is important, but there are still plenty of myths related to what to measure, what tools to use, and what types of analytics to apply. I’d like to briefly summarize my thoughts on these three topics:

  • Focus on a few key measurements that matters the most. Don’t go down the rabbit hole of measuring everything in multiple ways. It wastes time and effort — and most importantly, it causes confusion. Define a few key performance indicators (KPIs) that accurately measure your top business priorities and stick to them. Your KPI could be perfect order percentage, on-time delivery, or perhaps percentage on base. Data will never be perfectly clean, but you need meaningful analytics, so clean it up as much as you can and establish an ongoing master program for data maintenance.
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The Business Case For Digital Transformation

Dan Bieler

Photo: Rebecca Minkoff

Digital transformation investments are ultimately about business survival through disruption. Such investments have a direct impact on customer expectations and go beyond the traditional ROI. The business case for such disruptive investments is the focus of the report, Build Your Digital Transformation Business Case Around The Customer And Revenue Growth. The scope for disruption spans the entire customer life cycle, affecting everything from the supply chain to after-sales support. The key takeaways from this report:

  • Disruptive transformation must be viewed as a strategic investment. The real value of digital transformation investments relates to long-term revenue growth, not short-term technology ROI. Bolt-on digital projects do not change the fundamental value relationship that you have with your customer. To maximize the impact of digital investments, business and technology leaders must learn to value such investments through the eyes of the company’s customers.
  • A classic ROI calculation is neither always feasible nor desirable for digital investments. Digital transformation changes business processes and models. ROI works for single digital initiatives, but not for shifts in business models. Digital investments aimed at disruptive change across the enterprise challenge traditional ROI calculations. Attributing benefits like customer satisfaction, group productivity, and group revenues — let alone business survival — to a single digital investment is impossible because so much of the impact of digital transformation is cumulative.
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Tough Decisions Made By Uber, Starbucks, Microsoft, Etc. Foretell Of Future Risk And Compliance Challenges

Chris McClean

In the past two weeks, we’ve seen Uber’s CEO respond to public criticism by stepping down from President Trump’s advisory council; Starbucks garner public support and condemnation after promising to hire 10,000 refugees; and tech giants including Google, Apple, Facebook, and Microsoft rally together to oppose the President’s recent immigration ban. In the past month, we also saw SeaWorld finally curtail its killer whale shows in California after prolonged public pressure, and artificial intelligence experts continue the contentious debate on driverless car morality.  

Executives are making very complicated moral decisions in the face of increasingly difficult situations in order to protect themselves, their stakeholders, and their brands. For anyone involved in business ethics, corporate behavior, risk management, and compliance, the world is getting more challenging and more fascinating all the time.

In our latest governance, risk, and compliance report, GRC Vision 2017-2022: Customer Demands Escalate As Regulators Falter, we examine the most critical trends that will transform risk and compliance roles over the next five years, many of which are playing out in the public eye every day:

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Check out our Infrastructure & Operations research plan for 2017...exciting stuff!

Eveline Oehrlich

Hello I&O community (or others):

We have been busy in November and December finishing some great research for the year but we ALSO planned some awesome research for you and your team coming in the near future.  Are you needing to step up to the DevOps plate?  Are you questioning what decisions to make on your cloud journey? Do you struggle to determine your multi-sourcing strategy?  Are you questioning your operational excellence around application performance monitoring?  oh and did I mention IoT and its related challenges?

Our analysts are able to help you with great research around these (and many more) topics.

But don't wait until the reports are published.  Call us, talk to us via inquiry so we can help you today and if you like we insert your success into one of our reports to encourage others.

We are very excited about 2017 as we think this is the year for I&O teams to show that improvements around customer experience depend on excellent quality and speed across infrastructure and service design and delivery.  Lets win together and shift into a high performing I&O team.  See here how: https://www.forrester.com/webinar/Forrester+Researchs+Plan+For+The+HighP...

P.S. If you don't have access to this - contact me via email (eoehrlich@forrester.com) and I can send you the deck.

Regards from all of us to all of you.

Eveline Oehrlich 

   

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