Improving The Reality Of Government: AR And VR Use Cases

Jennifer Belissent, Ph.D.

Since Mobile World Congress, where the reality on the show floor was often either virtual or augmented, I’ve been thinking quite a bit about the practical uses of AR and VR – particularly in government and a smart city context. It’s not just all fun and games, is it?

The example of changing a roller coaster experience with new settings delivered via VR glasses is really cool. Yes, you can imagine repeating the ride to experience catapulting through medieval battle, flying through a tropical jungle, or bobsledding down alpine slopes. But the practical side of us – or at least me – wants to know what else there is. And, fortunately, I have a colleague who has already been thinking of these things.

A few months ago, I had the pleasure of collaborating with JP Gownder on a presentation for Forrester clients in Geneva.  I presented on the ways to derive value from data and opportunities to leverage new insights service providers – clearly something top of mind for many of our clients. But alas JP’s presentation was much cooler, providing examples of how to derive real value from new technologies including AR and VR.  Since then I’ve being thinking about how the two are related.  And, in fact, they are.

Read more

What To Do When A CIO Pushes Back On Your Agile BI Platform?

Boris Evelson
 
CIO pushback is part of a typical growing pain of all business intelligence (BI) startups. It means your land and expand strategy is working. Once you start expanding beyond a single department CIOs will notice. As a general rule, the earlier the CIO is brought on board, the better. CIOs who feel left out are likely to raise more objections than those who are involved in the early stages. A number of BI vendors that started out with a strategy of purposely avoiding the CIO found over time that they had to change their strategies - ultimately, there’s no way round the CIO. Forrester has also noticed that the more a vendor gets the reputation of “going round” the CIO, the greater the resistance is from CIOs once they do get involved. 
 
There is of course also the situation where the business side doesn’t want the CIO involved, sometimes for very good reason. That notwithstanding, if there’s a dependency on the CIO when it comes to sign-off, Forrester would strongly recommend encouraging the business to bring him/her to the table. 
 
The two key aspects to bear in mind in this context are:
 
  • CIOs look for transparency. Have architecture diagrams to hand out, be prepared to explain your solution in as much technical detail as required, and have answers ready regarding the enterprise IT capabilities listed below.  
Read more

For Customer Service Solutions, Bigger Is Not Always Better

Kate Leggett

Years ago, I worked at a large customer service vendor. Our CEO had tasked us to "eat our own dog food" - that is implement our own solutions for our customer service operations which comprised of 40 or so tier 1 and 2 customer service agents. With these marching orders, I put a group of consultants and business analysts together to get this done. And after several months, the project stalled; got restarted; stalled again; then finally died. We limped on with our old systems in place for many more years.

Why did this project fail? It was because of a mismatch between the complexities of the solution that we were trying to implement, and the company's business needs. The customer service company that I worked for made enterprise software solutions, suitable for large organizations, which was typically implemented in call centers of many hundreds, if not thousands of call center agents. These solutions offered robust case management, with very customizable workflows, queuing and routing rules. These solutions also offered complex knowledge management, email and chat engines that could support millions of interactions a month. Implementation tended to span many months, where professional services consultants dove into the business processes that agents followed, and then reproduced them in these enterprise solutions.

Yet these solutions - as powerful as there are - were too complex for our simple needs. There were no simple "out of the box" best practice process flows. There were no rapid deployment options to get a company up and running quickly. There were no simple ways of setting up FAQs or simple knowledge, or creating simple email and chat routing rules for a moderate volume of digital interactions. What we needed was a highly usable solution, with a quick time-to-value, which contained just the most common functions of the enterprise solution.

Read more

Search Can Build The Foundation For Cognitive Experiences In The Enterprise

Rowan Curran

Knowledge is power. And in a time where insights drive business differentiation, knowledge is also the origin of power. In our daily routines as consumers, search is probably the most common application we use to find knowledge, and it forms the basis of our personal systems of insight. But at long last, search in the enterprise is catching up. A new wave of search-based applications and search-driven experiences are now being delivered by companies who understand the need to empower their employees and customers with immediate, contextual knowledge in an easily-consumable format.

These applications are not for mere search and results, but also for knowledge discovery. And increasingly, they are a foundational component of cognitive application experiences. Building cognitive experiences can seem arcane and mysterious, but by taking advantage of familiar search technologies at the foundation, enterprise developers can start on the cognitive journey.

In our new research, Mike Gualtieri and I look at how the emerging landscape of cognitive search experiences are incorporating advanced analytics, natural language processing (NLP), and machine learning to enable organizations to see across wide arrays of enterprise data and stitch together insights hidden among them.

Cognitive Search Is Ready To Rev Up Your Enterprise's IQ

It's 10 O'Clock! Do You Know If Your BI Supports Actual Verifiable Facts?

Boris Evelson

Delivering broad access to data and analytics to a diverse base of users is an intimidating task, yet it is an essential foundation to becoming an insights-driven organization. To win and keep customers in an increasingly competitive world, firms need to take advantage of the huge swaths of data available and put it into the hands of more users. To do this, business intelligence (BI) pros must evolve disjointed and convoluted data and analytics practices into well-orchestrated systems of insight that deliver actionable information. But implementing digital insights is just the first step with these systems — and few hit the bull's eye the first time. Continuously learning from previous insights and their results makes future efforts more efficient and effective. This is a key capability for the next-generation BI, what Forrester calls systems of insight.

"It's 10 o'clock! Do you know if your insights support actual verifiable facts?" This is a real challenge, as measuring report and dashboard effectiveness today involves mostly discipline and processes, not technology. For example, if a data mining analysis predicted a certain number of fraudulent transactions, do you have the discipline and processes to go back and verify whether the prediction came true? Or if a metrics dashboard was flashing red, telling you that inventory levels were too low for the current business environment, and the signal caused you to order more widgets, do you verify if this was a good or a bad decision? Did you make or lose money on the extra inventory you ordered? Organizations are still struggling with this ultimate measure of BI effectiveness. Only 8% of Forrester clients report robust capabilities for such continuous improvement, and 39% report just a few basic capabilities.

Read more

Innovation Took Center Stage at Microsoft’s Analyst Summit Asia 2016

This year’s Microsoft Analyst Summit took place at the St. Regis hotel in Singapore, a prestigious place that hosted more than 90 analysts from the entire region. The Forrester team was impressed by Microsoft’s strategies in cloud, digital transformation and partnerships, and in particular, the main takeaway for us throughout the 2-day event was Microsoft’s innovation capabilities and ambition, especially in the APAC region.

  • HoloLens puts the spotlight on Mixed Reality.  Unlike Augmented Reality, which is lightweight but has limited views and functionality, or Virtual Reality, which is very powerful but comes with bulkiness and dependence on a PC, Mixed Reality blends holograms with the real world to marry agility and powerfulness. HoloLens brings this concept to life, it is light enough for users to move around safely, and it is very powerful because it is a self-contained computer that doesn’t require tethering to another PC. There is even an emulator that allows developers to develop holographic apps for HoleLens without a device. HoloLens could drastically change the way people work, live or even think, we are all very eager to see if the first wave of HoleLens products will successfully establish an ecosystem that can sustain mass market deployments and future growth.
Read more

Insight Platforms Have Arrived

Brian  Hopkins

Are you lost in a confusing soup of vendor-speak about what their data analytics stack actually offers? Big data, data platforms, advanced analytics, data lakes, real-time everything, streaming, the IoT, customer analytics, digital intelligence, real-time interaction, customer decision hubs, new-stuff-as-a-service, the list goes on.

Recognize the convergence happening as vendors evolve their technologies from doing just one thing like predictive analytics or search to many things together. For example, data integration, data warehouse, and BI tools are typically sold separately, but breakout vendor Looker combines data integration, model governance, basic BI, and a runtime for data applications all in one software layer that sits on your data lake. As another example, consider predictive analytics vendor Alpine Data Labs or SAS Viya from SAS. These vendors have built out a lot of data management and insight delivery tooling into their platforms because without it users struggle to maximize value. Another trend is big data search vendors like Maana that now also include hooks for predictive model execution as well as more data management functions. Lastly, systems integrators are packaging their IP and offering it as a data management and analytics integrated product — for example, Saama’s Fluid Analytics Engine or Infosys’ Information Platform.

In fact, the list of innovative vendors blending data management, analytics, and insight execution technology is growing by leaps and bounds. To address this trend, I just published a report, Insight Platforms Accelerate Digital Transformation, in which I created a broad definition that labels this trend:

Read more

OpenStack Returns To Austin, Stressing Evolution Over Revolution

Paul Miller


(Austin. Source: Paul Miller)
My very first report for Forrester, last summer, explored the ways in which the open source OpenStack cloud project has grown up. Once a science project for those interested in exploring the technologies or celebrating open source, OpenStack now runs key enterprise workloads for the likes of AT&T, BMW, Best Buy, and Volkswagen. They are choosing OpenStack because it gets the job done, not because they have some affinity for it, its community, its components, or its philosophy.

Last week, OpenStack returned to the scene of the very first community Summit - Austin - for an event that drew over 7,500 attendees from around the world.

There was little to wow, there was little that was truly new, there was little that deserved a headline. But there was a lot that demonstrated the steady, difficult, important slog to improve, to harden, to simplify. OpenStack continues to grow up.

A few Forrester analysts where there, and we prepared this summary of our immediate impressions. Take a look, and let us know what you think.

Launch Your OTT App Faster

Nick Barber

When was the last time you watched OTT programming? If you’re a millennial there’s an overwhelming chance (89%) that you watched it in the last week. Amazon’s vice president of video wants to capture 100% of OTT services in the US and integrate them onto the Fire platform. That means Application Development & Delivery Professionals need to respond to and support this trend.


Amazon's Michael Paull speaking at NAB 2016. 

OTT or over-the-top lets you watch video (repurposed television programming or otherwise) through an app or device like a Google Chromecast, Amazon Fire or game console. They’re big with cord cutters, cord nevers and cord shavers as a way to reduce cost and increase selection. At the National Association of Broadcasters (NAB) conference in Las Vegas, Michael Paull the vice president of digital video at Amazon discussed discussed an OTT push for the company, where he revealed his goal of signing up 100% of SVOD (subscription video on demand) services in the US.

As an AD&D pro you cannot ignore the implications of OTT. You need to answer these questions:

  • Will you partner? Amazon made it clear that it’s making a big push to consolidate OTT players. It has 30 US SVOD services on its Fire TV platform and it’s hoping to grow. Partnering can mean growing your audience, but splitting your revenue; surrendering about 30% is standard. 
Read more

Big Iron Lives — Huawei Shows Off KunLun 32S x86 Server

Richard Fichera

I was recently at an event that Huawei hosted in Latin America for its telecom carrier community, in which Huawei was showing off an impressive range of carrier-related technology, including distributed data center management, advanced analytics and a heavy emphasis on compute and storage in addition to their traditionally strong core carrier technology. Interestingly they chose this venue for the Latin America unveling of the KunLun server, an impressive bit of engineering which clearly shows that innovation in big-iron x86 servers is not dead. There is some confusion about whether the March announcement at CeBIT constituted the official unveiling of the actual machine, but they had a real system on the floor at this event and claimed it was the first public showing of the actual system.

The Kunlun server, named after a mountian range in Quinghai Province, places Huawei squarely up against the highest end servers from HPE, IBM, Oracle, NEC and Fujitsu, with a list of very advanced RAS features, including memory migration, hot memory and CPU swap, predictive failure diagnostics and a host of others, some enabled by the underlying Xeon E7 technology and others added by Huawei through their custom node controller architecture ( essentially a standard feature of all large x86 servers). Partitionable into smaller logical servers, the Kunlun can serve as a core transaction processor for extreme workloads or as a collection of tightly coupled electrically and logically isolated servers.

So why unveil this high-end engine at a telecom carrier show? My read is that since the carriers will be at the center of much of the IoT action, and that the data streams they process will need an ever expanding inventory of processing capacity, so this is a pretty good venue, Plus it reinforces the emerging primacy of analytics, especially in-memory analytics, which it can address extremely well with its current 24TB (32G DIMMs) of DRAM.

Read more