The problems Rick identified in CX ecosystems seem to be the result of ossified organizations, cultures, and business relationships. This means CX leaders must drive new levels of responsiveness and creativity into their ecosystems. And the way you drive these attributes into your ecosystems is to seize on the concept of business agility. My colleague Craig Le Clair outlined 10 dimensions of business agility that provide the market, organizational, and process frameworks necessary to embrace market and operational changes as a matter of routine. This is merely setting the strategy, though; executing it requires a marriage between the business and technology strategies.
“Business Intelligence in the cloud? You’ve got to be joking!” That’s the response I got when I recently asked a client whether they’d considered availing themselves of a software-as-a-service (SaaS) solution to meet a particular BI need. Well, I wasn’t joking. There are many scenarios when it makes sense to turn to the cloud for a BI solution, and increasing numbers of organizations are indeed doing so. Indications are also that companies are taking a pragmatic approach to cloud BI, headlines to the contrary notwithstanding. Forrester has found that:
· Less than one third of organizations have no plans for cloud BI. When we asked respondents in our Forrsights Software Survey Q4 2013 whether they were using SaaS BI in the cloud, or were intending to do so, not even one third declared that they had no plans. Of the rest, 34% were already using cloud BI, and 31% had cloud in their BI plans for the next two years. But it’s not a case of either/or: the majority of those who’ve either already adopted cloud BI or are intending to do so are using the SaaS system to complement their existing BI and analytics capabilities. Still, it’s worth noting that 12% of survey respondents had already replaced most or all or their existing BI systems with SaaS, and a further 16% were intending to do so.
With video rapidly becoming the dominant content type on enterprise networks the issues being faced in the media market foreshadow the coming challenges for the rest of the market. And use of the cloud was very much in focus at the 2014 National Association of Broadcasters conference held in Las Vegas in the second week of April.
Here we present ten issues the media industry faces as it more broadly embraces the cloud, as observed first-hand at NABShow 2014. These ten issues show how going cloud changes how you think (planning), act (workflow), and engage (distribute). For Forrester clients there is a new companion report to this blog detailing what the industry is doing to address these challenges and how you can follow suit:
Forrester has just published our forecast for the 2014-2015 global tech market (January 2, 2014, “A Better But Still Subpar Global Tech Market In 2014 And 2015”), and we are predicting that business and government purchases of information technologies (IT) will grow by 6.2% in US dollars in 2014, and by 5.5% in exchange-rate-adjusted or local currency terms. (Note that this data includes purchases of computer equipment, communications equipment, software, IT consulting and systems integration services, and IT outsourcing services, but does not include purchases of telecommunications services.) The US dollar growth rate will be distinctly better than the 1.6% growth in US dollars in 2013, though constant currency growth will be only somewhat better than the 4.3% growth in 2013. Still, the global tech market won’t see strong growth until 2015, and even then the 8.1% US dollar and 6.9% local currency growth rates will be well below the double-digit growth rates of the late 1990s and 2000 era.
Three interconnected and reinforcing themes will define the global tech market this year:
In 2013 enterprises got real about cloud computing. In 2014 we will integrate it into our existing IT portfolios - whether IT likes it or not. The moves by DevOps and line of business aren't going to stop and can't be ignored. So 2014 will be the year IT Ops relents, stops fighting and gets with the program formally by developing real strategies for embracing the cloud, managing cloud-based application deployments and empowering the business to keep being agile. As the Age of the Customer arrives, all the focus shifts to the Systems of Engagement and the agility in refining these critical customer tools. Cloud technologies and services represent the fastest way for the business to reach new buyers and breathe new life into aging applications. In 2014 cloud leverage will be both traditional and disruptive as the business and IT put cloud to work.
Below are the top ten cloud actions we predict will happen in enterprise IT environments in 2014. Recommendations for what Forrester clients should do about these changes can be found here. Our predictions are:
salesforce.com’s 100,000+ customers now have a new option for streamlining SaaS sourcing across the enterprise: Private AppExchange. And, the price is right at $0. Free? Yes, free(!) but, don't assume this won't impact your costs.
Last week at salesforce.com's massive Dreamforce event, Forrester had the opportunity to learn more about some of salesforce.com's recent announcements -- including the Private AppExchange. This free add-on feature for salesforce.com users lets companies set up an AppStore that is private, personalized, and custom populated for their own company. The Private AppExchange lets organizations “distribute any app, to any user on any device through a central, secure store, using Salesforce Identity to grant employees instant access to the apps they need. Organizations can customize the store with own categories and branding.”
The Private AppExchange could help sourcing executives address goals for enabling SaaS sourcing that we frequently hear about, such as:
Lets users quickly discover and deploy solutions that meet their business needs
Supports collaboration and idea-sharing across all users at all levels of the company
Adheres to corporate standards (integration, data rules, security, contracting, and more)
Ensures favorable pricing based on overall corporate relationships and usage
Showcases the specific SaaS solutions already in use within the company
Every client (especially every government client) who says I’ll never use cloud services with highly secure data needs to hear this story. In no more sensitive a place than law enforcement is just such a value proposition playing out.
Police departments in 18 states in the US, and soon Canada, are dramatically increasing the efficiency of commercial use of highways through a disruptive SaaS solution that costs a fraction of the incumbent service and mixes well with their permitting and inspection databases.
If you drive toll roads or bridges you know the value of Drivewyze. In rush hour, you can wait 10-25 minutes to pay your toll with cash or you can sign up for an electronic toll system that lets you breeze past. Drivewyze does the same for commercial trucks and fleets but not at toll booths but weigh stations, that take much longer to get through. And in the trucking business every minute lost at a weigh station can cost thousands of dollars in lost delivery time. For law enforcement the value is even higher as any time lost inspecting a safe truck is time not spent stopping an unsafe one.
The system works by helping known-good drivers and trucks register with the weigh station wirelessly as they approach it on the highway, get an all-clear, then drive right by. Trucks send their credentials to the weigh stations using any mobile device they happen to have – iPhone, Android, Blackberry. Anything with a cellular connection will do the trick. At the weigh station, they receive the information about the driver over whatever equipment they have – aging PCs and laptops are most common. The system checks each driver and truck against long-standing databases of safety records, expired licenses, past weigh station checks and other information that would indicate an unsafe driving circumstance.
Over the past 12 months, we have witnessed the acquisition of 28 software or software-as-a-service (SaaS) firms globally, compared with only 13 IT services or BPO firms (see the figure below). The Forrsights Budgets and Priorities Survey, Q4 2012 indicated that 67% of business decision-makers in India planned to increase their department’s spending on SaaS and other as-a-service offerings in 2013 through the IT organization. Anticipating the market’s growing shift to the cloud, large enterprise software players like Oracle and SAP are acquiring SaaS-based products and solutions (Taleo, Ariba, SuccessFactors, etc.) to help them shift their business model to meet the growing market preference for SaaS subscription software over traditional licensed software products.
CIOs in India must capitalize on this gradual global shift in M&A — away from pure IT services and toward cloud-based services — in order to fundamentally shift the way IT is delivered in their organizations. CIOs should adopt a three-pronged strategy to gain full advantage of global technology M&A trends:
Ok, so NASA failed an audit. Don’t we all? I think it is important to understand the government’s cloud computing adoption timeline before passing judgment on NASA for failing to meet its cloud computing requirements. And, as someone who has read NASA’s risk management program (and the 600 pages of supporting documentation), I can say that this wasn’t a failure of risk management policy or procedure effectiveness. Clearly, this was a failure of third-party risk management’s monitoring and review of cloud services.
The Cloud Is Nebulous
Back in 2009, NASA pioneered cloud technology with a shipping container-based public cloud technology project named Nebula -- after the stellar cloud formation. (I love nerd humor, don’t you?)
Photo Source: NASA
During 2009, NASA, to determine if current cloud provider service offerings had matured enough to support the Nebula environment, did a study. The study proved that commercial cloud services had, in fact, become cheaper and more reliable than Nebula. NASA, as a result of the study, moved more than 140 applications to the public sector cloud environment.
In October of 2010, Congress had committee hearings on cybersecurity and the risk associated with cloud adoption. But remember, NASA had already moved its noncritical data (like www.nasa.gov or the daily video feeds from the international space station, that are edited together and packaged as content for the NASA website) to the public cloud in 2009. Before anyone ever considered the rules for such an adoption of these services.