Seven New Buying Patterns Reshape The 2017 Enterprise Collaboration Market

Craig Le Clair

The enterprise collaboration (EC) landscape is rife with innovative products that begin with a narrow feature set (e.g., Box for document collaboration or Slack for group messaging). Viral growth and company value often follow — along with competitors that target the newly identified market. A fragmented and overlapping landscape results as newer entrants pursue broader EC goals. Over the next two years, firms will purchase enterprise collaboration in seven fundamentally different ways. The report below aims to helps companies sift through confusing use cases to best apply EC.

What did we find? Firstly, the torrent of information, lack of critical-mass adoption, and context switching create barriers to effective EC adoption, and secondly, platforms that support lead applications, targeted group messaging, project management tools, external communities, or just finding expertise in an organization are the winning formulae for many firms.

Read the report here: Seven New Buying Patterns Reshape The 2017 Enterprise Collaboration Market.

The Blind Spot For Man-Machine Collaboration

Craig Le Clair

We are kicking off a research series on the future of work for "production services," with a focus on administrative and customer service jobs where a high degree of automation is projected. Basically, cognitive computing may do to white-collar jobs what robotics did to blue-collar jobs. This may lead to radically different work patterns and unintended consequences. Enterprises risk blindly bringing in advanced analytics without a best practice approach that covers change management and identifies gaps in the formerly human-driven process that affect compliance, customer experience, and efficiency. To date, few are doing serious thinking about a force that will lead to a restructuring of work that is more profound and far-reaching than the transition from the agricultural to the industrial age. 

Please take or send this survey to businesses contemplating or using smart machines to augment human-based processes. They will receive a free copy of the report.

Thank you.

 https://forrester.co1.qualtrics.com/SE/?SID=SV_6RI5qO6FJ2S13z7

 

 

 

Digital Business Ecosystems Rewrite The Rules Of Business

Dan Bieler

Customers use digital experiences to help satisfy their needs every day. Digital tools expand our experiences and change our lives at home and at work. Digital is now intertwined into the fabric of our lives at work and at home. We expect digital tools to add value to us no matter what we’re doing. Some 89% of executives believe digital will disrupt their business in the next twelve months.

To keep up with the rapidly evolving digital expectations of customers, businesses must not just develop a digital strategy but also become a digital business. This means more than building a few bolt-on mobile apps. It’s a fundamental rethink of your business model within a dynamic digital ecosystem that impacts every aspect of your business.  

Transforming into a digital business is complex enough. But the rapid evolution of digital products and services makes it even more challenging for business leaders to navigate the landscape of digital business. Slow innovation cycles jeopardize the survival of traditional firms, and winning businesses will move toward an ecosystem business model. Digital businesses need to embrace digital ecosystems that support the continuous exchange of information and data to create value.

To master digital business, business leaders must minimize the complexity of digital ecosystems and learn to create value within such ecosystems. Digital ecosystems drive faster innovation, more efficient production, and more agile go-to-market activities, because:

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Is Breach Notification A Part Of Your Incident Response Plan?

Heidi Shey

Is customer-facing breach notification and response a part of your incident response plan? If should be! This is the part where you notify people that their information has been compromised, communicate to employees and the public about what happened and set the tone for recovery. It's more art than science, with different factors that influence what and how you do the notification and response. Unfortunately, many firms treat breach notification as an afterthought or only as a compliance obligation, missing out on an opportunity to reassure and make things right with their customers at a critical time when a breach has damaged customer trust.

At RSA Conference last week, I moderated a panel discussion with three industry experts (Bo Holland of AllClear ID, Lisa Sotto of Hunton & Williams, and Matt Prevost of Chubb) who offered their insights into the what to do, how to do it, and how to pay for it and offset the risk as it relates to breach notification and response. Highlights from the discussion:

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Get ready for BI/Analytics vendor landscape reshuffle

Boris Evelson

When I read articles like today's WSJ article on mutual funds exiting high tech startups and triangulate the content with Forrester client interactions over the last 12 to 18 months (and some rumors) I am now becoming convinced that there will be some Business Intelligence (BI) and analytics vendor shake ups in 2016. Even though according to our research enterprises are still only leveraging 20%-40% of their entire universe of data for insights and decisions, and 50%-80% of all BI/analytics apps are still done in spreadsheets, the market is over saturated with vendors. Just take a look at the 50+ vendors we track in our BI Vendor Landscape. IMHO we are nearing a saturating point where the buy side of the market cannot sustain so many sellers. Indeed we are already seeing a trend where large enterprises, which a couple of years ago had 10+ different BI platforms, today usually only deploy somewhere between 3 and 5. And, in case you missed it, we already saw what is surely to be a much bigger trend of BI/analytics M&A - SAP acquiring mobile BI vendor Roambi. Start hedging your BI vendor bets!

Your Customers Don't Want To Call You For Support

Kate Leggett

Your customers just want an accurate, relevant, and complete answer to their question upon first contact so they can get back to what they were doing before the issue arose. Our data backs this up: 53% of US online adults are likely to abandon their online purchase if they can't find a quick answer to their question; 73% say that valuing their time is the most important thing a company can do to provide them with good online customer service. 

It's no wonder that customers increasingly leverage self-service and agent-assisted digital communication channels for customer service, as these channels have the least amount of friction. Our recent data from December 2015 shows that: 

  • Web and mobile self-service interactions overtake all other channels. For the second year running, survey respondents reported using web or mobile self-service more than speaking with an agent over the phone. Use of help or FAQs on a company's website increased from 67% in 2012 to 81% in 2015 among US online adults. 
  • Other self-service channels are also on the rise. We see a rise in adoption across all self-service communication channels — not only web or mobile self-service. For example, fo US online adults, online forum/community use jumped from 31% in 2012 to 56% in 2015.
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Four Rules To Build Successful Business Intelligence Business Cases

Boris Evelson

Rule #1. Don't just jump into creating a hefty enterprise wide Business Intelligence (BI)

Business intelligence and its next iteration, systems of insight (SOI), have moved to the top of BI pros' agendas for enterprise software adoption. Investment in BI tools and applications can have a number of drivers, both external (such as regulatory requirements or technology obsolescence) and internal (such as the desire to improve processes or speed up decision-making). However, putting together a BI business case is not always a straightforward process. Before embarking on a BI business case endeavor, consider that:

  • You may not actually need a business case. Determining whether a BI business case is necessary includes three main considerations. Is it an investment that the organization must make to stay in business, should consider because other investments are changing the organization's IT landscape, or wants to make because of expected business benefits?
  • A business sponsor does not obviate the need for a business case. It may be tempting to conclude that you can skip making a business case for BI whenever there is a strong push for investment from the business side, in particular when budget holders are prepared to commit money. Resist this impulse whenever possible: The resulting project will likely suffer from a lack of focus, and recriminations are likely to follow sooner or later.
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Vidyo, Xiaomi challenge Apple Facetime with multi-point VC

Nick Barber

Look out Apple, Xiaomi is coming for you.

China's smartphone juggernaut is using technology from Vidyo to bring multi-point video conferencing to the masses. In the age of the customer, AD&D pros need to take note because mobile is often the driver for business transformation. 

Xiaomi (pronounced shaow-me) is a device maker that up until recently has been driving huge sales, growing 227% in 2014. That number drastically shrank in 2015 so it appears that video conferencing is part of a differentiation strategy.

The calling app, Mi Video (seen left) will be pre-installed on the company's new flagship device, the Mi 5, but it's also available for free on iOS and Android devices. The difference with Mi Video is that it lets consumers do multi-point video conferencing. Every other consumer VC service only allows for point-to-point conversations on mobile. For example, with Apple's Facetime you can only videochat with one other person.

For AD&D pros there are a few important points to note:

  • Forrester research encourages organizations to use tools like video conferencing to enhance day-to-day interactions. There is more value than just cutting travel expenses. 
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Xamarin Acquisition Amplifies Microsoft's Comprehensive Mobile Development Strategy

Jeffrey Hammond

Today Microsoft announced that it is acquiring Xamarin. Terms were not disclosed. Our lead mobile app dev analyst Mike Facemire was on a plane somewhere near Buffalo at the time of the announcement, so I've posted the team's combined thoughts here. Our take: This move makes Microsoft a must-consider option throughout the stack when it comes to mobile development. For those not familiar with Xamarin, here’s what Microsoft is getting:

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The 2016 Enterprise Architecture Awards: Speed And Responsiveness — And EA

Alex Cullen

Businesses of all types are experiencing the ramifications of an accelerating pace of change. Everything, from economies as a whole to the competitive landscape to consumers’ tastes, is more dynamic. As a consequence, business leaders are demanding that their businesses move faster. ‘Moving faster” may encompass continually updated mobile capabilities, digitized products, and more agility in how firms work with customers and suppliers.

This is what enterprise architecture is supposed to help with, right?

The answer is “yes – in theory,” but for reality to match theory requires an EA program attuned to increasing business speed and improving business responsiveness, not cutting costs and constraining change. I’ve talked to a lot of enterprise, business, and information architect leaders, and my take is that while all EA programs should be attuned this way, only a few are today. Forrester and InfoWorld would like to highlight the stories of these EA programs.

I am pleased to invite you to submit your EA program story to the Forrester/InfoWorld 2016 Enterprise Architecture Awards.

What are we looking for this year? Simply said, we’d like to hear how you helped your business move faster and respond better to shifts in its ecosystem. You could have done this a variety of ways:

  • You moved your business onto a new technology platform, specifically to enhance business agility.
  • You led the way to bringing more customer and market insights into strategic processes of your organization.
  • You guided the development and execution of a digital business strategy.
  • You helped your firm’s embrace of Agile methods and scaled these methods to the enterprise.
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