Ringing Down The Curtain On Change Management Theater

Charles Betz
Change Management is a hot topic lately on my social media channels. Like my friend Jon Hall, I also am a long time veteran of the classic Change Advisory Board (CAB) process. It almost seems medieval: a weekly or bi-weekly meeting of all-powerful IT leaders and senior engineers, holding court like royalty of old, hearing the supplications of the assembled peasants seeking various favors. I’ve heard the terms “security theater” and “governance theater” applied to unthinking and ritualistic practices in the GRC (governance, risk, and compliance) space. The CAB spectacle, at its worst, is just another form of IT theater, and it’s time to ring that curtain down.
 
As a process symbolizing traditional IT service management and the ITIL framework, it’s under increasing pressure to modernize in response to Agile and DevOps trends. However, change management emerged for a reason and I think it’s prudent to look at what, at its best, the practice actually does and why so many companies have used it for so long. 
 
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DevOps has reached critical mass, CIOs need to get on board

Elinor Klavens

DevOps is one of the most powerful weapons that CIOs have in their arsenal. DevOps unites the entire enterprise in delivering business transformation with superior customer experience. Companies like Target, Capital One, Walmart, ING, Nordstrom, Netflix and JetBlue are already reaping the benefits. In order to unlock the promise of DevOps, CIOs must lead the call for cultural change.

As any leader knows, changing institutionalized behavior is the toughest of all management challenges and CIOs are understandably skeptical of new trends.  Despite this, CIOs must recognize when a trend becomes an imperative for survival. DevOps has become this imperative, and CIOs must act now. CIOs who embrace the DevOps challenge must first fostera culture of collaboration and learning, then enable their people with the right tools to drive holistic life-cycle automation. Those who meet this challenge won't just beat their competitors — they will decimate them. 

CIOs must replace traditional linear thinking with Agile thinking.

 
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Mobile World Congress 2017: Observations Regarding The Main Enterprise Themes

Dan Bieler

Recently, the largest annual get together of the mobile industry, Mobile World Congress (MWC) took place in Barcelona. In my opinion, the biggest themes at MWC in 2017 that are relevant for enterprise customers were the internet of things (IoT), artificial intelligence (AI), platforms, collaboration, and connectivity. These themes underline how mobility is becoming part of the broader digital transformation initiative. I discuss this shift in this separate blog and report. MWC provided several valuable insights for business and technology leaders to align their mobile to their digital strategies:

-> Not everything that claims to be AI is true AI. Many vendors that claimed during MWC to be AI-proficient are in fact able to deliver true machine-learning solutions to generate transformative customer and operational insights. Most solutions that were branded as AI at MWC rely on preprogrammed responses and statistics rather than machine learning.

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Videoconferencing Delays Cost You Millions

Nick Barber

Videoconferencing technology has the awesome power to connect teams separated by oceans or internal silos, but it’s still not frictionless. Technical difficulties that delay videoconferences account for millions of dollars a year in lost productivity. In our brief Start Your Videoconferences On Time, we take a look at some best practices to avoid productivity loss. Inside the report is an interactive calculator so that you can customize the scenario to your business and build the case for change.

 

 

From 2013 to 2015, the prevalence of web- and videoconferencing use by global information workers grew 40%, according to Forrester Business Technographics data. But companies have multiple VC vendors or don’t deploy it universally and that contributes to technical difficulties.

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Loose Lips Sink M&A Ships

Cheryl McKinnon

Companies look for merger & acquisitions opportunities to boost their growth.  But when confidential information gets exposed, it throws a monkeywrench into their confidential assessments, strategies and negotiations.  Recent news proves this once again.  Whether Twitter would be a good fit for SalesForce is a question - but that the news that Salesforce was considering it leaked into the public domain made their decisions harder.

 

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Videoconferencing Is No Longer Boardroom Bound

Nick Barber

Throw open the boardroom doors. Videoconferencing is making a dash to to the huddle room, your desktop, and the cloud. In Forrester’s new Vendor Landscape: Videoconferencing Platforms we look at videoconferencing market trends and the 15 vendors that support the space.

 

Videoconferencing is a must have for employee experience. It drives hard cost savings with travel reductions and decreased time to market and soft savings with employees--particularly remote workers--who are more engaged. Global software decision makers aren’t in the dark about the benefits of videoconferencing as its implementation has been outpaced only by IP telephony.

 

There are three key reasons that have driven videoconferencing out of the boardroom including:

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Do You Have The Tools To Make Your Customer Experience Ecosystem Work?

TJ Keitt

A high-quality customer experience is the result of interactions between people in a network, which Forrester calls a customer experience (CX) ecosystem. As followers of this blog know, what holds that ecosystem together are value exchanges facilitated by an open, collaborative business culture. My colleague Sam Stern laid out how businesses define workers' roles and create engagement within this ecosystem. And in January, we published a report explaining the advantage businesses with collaborative CX ecosystems have. But we still have one outstanding question: How do companies enable the free-flowing knowledge and information sharing that make CX ecosystems valuable and successful?

Our new report, "How To Spur Collaboration Across Your Customer Experience Ecosystem," grapples with the enablement question from a technology standpoint. Why focus on technology? The people who constitute a CX ecosystems are never entirely colocated, yet they must share and discuss business artifacts (e.g., marketing collateral, contracts, designs) in order to make decisions that affect customers' experience. This problem requires a technical solution.

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Innovation Management Solutions Push Innovation That Creates Both Change And Value

Dan Bieler

Source: The Forrester Wave™: Innovation Management Solutions, Q2 2016

Innovation that only creates change is just that — change. When we asked firms about their major business objectives, 37% claim that product and service innovation is central to their business transformation.

But old-style innovation will be very tough to maintain. To exploit business value from digital technologies, innovation managers need to increasingly think in open ecosystems, open standards, open platforms, and open source software. Digital innovation equals service innovation, which in turn requires a willingness to experiment and engage in minimal-viable-product thinking, because:

  • As customers’ demand changes more quickly, innovation cycles must get shorter. Fast software innovation will “eat” slow hardware innovation given the ever greater role that software plays for today’s business value creation. An innovation management solution supports decision sessions and real-time voting and collaboration to quickly validate or gauge the interest of organizational priorities in short sessions. Organizations need to be willing to fail fast, be able to work iteratively on product and service improvements, run idea experiments based on soft-launches, and get feedback on innovation efforts via external feedback loops quickly.
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Is Your Business Social Enough To Create Great Customer Experiences?

TJ Keitt

Your customer experience (CX) is the product of the interactions between your employees, partners, and customers within your operating environment. Forrester has labeled this as a customer experience ecosystem. It's important to understand CX ecosystems' two components — the people and the operating environment — for two reasons: 

  1. People participate in the ecosystem if they get value from it. Each actor in the CX ecosystem is asking, "What's in it for me?" Employees want things like professional development, recognition, and advancement. Business partners want access to customers, sales support, and strong revenue growth. And the customers expect quality products and services that meet their needs.
  2. The operating environment affects people's definition of value. Every ripple in the operating environment changes what employees, partners, and customers value and how they expect that value to be delivered. The economic downturn, for example, meant that many workers valued stable work over things like personal fulfillment — which is reflected in Gallup's report that just 32% of US workers are engaged. Many software companies transitioning from delivering server-deployed software to cloud services has changed how those vendors' traditional channel partners are compensated, going from large payouts on perpetual licenses to annuities from subscriptions. And disruptive sharing-economy upstarts, like Uber, have reset consumers' expectations of how they find and use services as diverse as car services, hotels, and office rentals.
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Syncplicity Gets Its Own Independence Day

Cheryl McKinnon

It’s been a busy couple of weeks for major players in the increasingly colliding enterprise content management (ECM) and enterprise file sync and share (EFSS) markets. Hot on the heels of the IBM-Box partnership, announced on June 24, 2015, today we see Syncplicity spin-out of EMC. Press release here. Skyview Capital LLC, a global private investment firm, has entered into a definitive agreement to acquire Syncplicity, although EMC will retain a financial interest in it.

 

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