Last Friday, we hosted our first roundtable in Singapore focusing on the IT services industry in Asia. The goal of these quarterly events is to create a community of services leaders who can network and exchange ideas on the growth opportunities and challenges in the region.
Senior leaders from 14 large services vendors gathered this morning to discuss how a perfect storm of technologies (including cloud, social, big data, and mobility) is transforming the way clients engage with service providers in Asia. Forrester analysts John McCarthy, Frederic Giron, and Dane Anderson brainstormed with business leaders from services vendors including Atos, BT, HCL, HP, and IBM around the four factors that are reshaping the IT services industry (see Figure 1):
The restructuring of the Asian economy. The economic uncertainty has now spread to emerging markets, and economic growth is expected to slow down significantly in India and China this year. Forrester has revised its IT services spending forecasts downward by two to four percentage points in these countries for 2012 and 2013. Participants corroborated this downgrade and mentioned they were seeing the process of making decisions on large transformation projects getting longer, especially in the manufacturing industry.
I discuss mobile enablement of enterprise apps every day with our clients. The common trend is that it needs to be done now and in the most cost-effective manner (shocking, I know!). The good news is that meeting these expectations is quickly becoming easier. Recently I published a blog post about back-end-as-a-service (BaaS). I've recently published my latest research on these BaaS platforms. During this research, three things became very apparent:
BaaS enables mobile apps to be written in hours, not days. Nearly all BaaS platforms that I investigated had a web-based step-by-step approach to setting up your mobile back-end services, and some even offered a pure command line interface. Depending on preference, either approach allows for the mobile app back-end scaffold to be available in a matter of minutes. Add in some business logic for connecting to your line-of-business (LOB) applications (in your language of choice, no less), and you're ready to focus completely on the mobile interface of your app! At this point, the biggest challenge is how to manage your development vs. production back-end environments. Not surprisingly, some vendors (StackMob and FatFractal, for instance) already have a solution for managing this as well.
Forget about the competition, we are playing catch-up with the customer psyche.
CI professionals need to follow Brown’s lead. A substitution of tablets and smartphones for cash registers promises both to improve customer experience and to transform face-to-face customer interactions into a stream of behavioral and contextual data. The benefits of digitizing human channels through consumer devices include:
Adding clickstream analysis to human interactions. As sales associates interact with customers, their devices can relay clickstream data back to the company’s data warehouse. For example, Pfizer’s tablet program allows it to track doctors’ content consumption patterns during sales presentations. Using interaction management, firms can test real-time content variations to optimize the sales process.
Expanding customer data integration options. By using the phones for mobile POS, employees will pull in customer identity. Firms can also add new methods for data capture – such as Bump-style, near-field communications – into its consumer and enterprise apps. As sales associates transfer a shopping list to the customer’s phone, the device can capture and associate customer identifiers and contextual information with the interaction.
We are learning once again that what people want most is to be free
John Quincy Adams (sixth President of the US) said: "Who but shall learn that freedom is the prize…and on the oppressor's head to break the chain." Glorious change. Monumental change. Empowerment and Freedom. I submit humbly but with absolute conviction to all of you that we are in the midst of revolution in personal computing - the extent of which we will only fully comprehend once it's over, and established vendors and IT leaders alike are scattered on the side of the road.
It's not about Microsoft vs. Apple or Google vs. Apple. It's about freedom. Freedom from control. Freedom from establishments. Freedom of identity. Freedom from IT departments too understaffed and ill-equipped to help. Freedom from layers of management agents and miscellaneous junk that sap minutes to hours of productive time from our lives every day. The price of compliance and security you say? Hogwash.
End user experience is at an all-time low
The end user experience has deteriorated to the point that we sit and wait while the hourglass spins, as IT's remote bots take inventory, or install software updates while we're frantically trying to get our slides together for a customer meeting. The mindless bots scan for threats and lock the cursor while we're trying to write an e-mail, and we get embarrassing pop-up reminders while we're presenting to rooms full of people to make sure we know to update Adobe Acrobat. We're as mad as hell, and we're not going to take it any more! Who gave someone the right to assume that what their tool needs to do at any given moment is more important than the work we have to get done?
High performers are being hanged for taking matters into their own hands
Forrester’s survey of over 1,000 IT decision makers in North American and European enterprises, only 12% of firms officially support or manage Palm devices. In comparison, 70% of enterprises support BlackBerry smartphones, and 29% support Apple iPhones. Android devices, the newest entrants in the mobile OS wars, have strong momentum and are officially supported by 13% of firms.
Well, that got me wondering how Palm had fared in emerging markets. We know that device preferences are different globally. So, I thought, maybe there are some Palm fans outside of North America and Europe. I checked Forrester’s Global Technology Adoption data from last summer (new survey expected back from the field very soon) in which we surveyed 1,412 IT executives and technology decision-makers across 15 countries. Here is what I found out about PalmOS support across enterprises in a few of the countries:
HP's acquisition of Palm is all over the twitterverse at the moment. And everyone has an opinion on it, and what it means (which brings to mind one of my favorite movie quotes). There are precious few facts around at present - and only time will tell exactly how the acquisition will pan out. Either way, CIOs should know the following facts about HP and the acquisition of Palm: