Mobile Customer Experience is Asia Pacific’s Next Digital Frontier – 2015 Predictions

Dane Anderson

Forrester’s Asia Pacific (AP) top ten trends outlook launched today as part of Forrester’s series of 2015 global market predictions. We expect the opportunities and threats posed by digital disruption to shift into a higher gear in 2015 with a select group of regional organizations rising to the call, but most falling behind (often without knowing it). Success in a digitally disrupted world will require CIOs to develop a deeper understanding of their customer journeys and invest in mobile customer experience excellence. Here’s a preview of our predictions for the coming year:

  • Digital transformation will drive technology spending growth of 4.9%.Always-connected, technology-empowered customers are redefining sources of competitive advantage for AP organizations. In fact, 79% of business and technology decision-makers that Forrester surveyed indicated that improving the experience of technology-empowered customers will be a high or critical priority for their business in 2015. Similarly, 57% said that meeting consumers’ rising expectations was one of the reasons that they would spend more money on technology next year — the top reported reason for increased technology spending
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CIOs Will Lead The Digital Change – Or Be Usurped - In 2015

Pascal Matzke
Rapidly evolving customer expectations continue to drive changes across all facets of business. Consumers and business customers increasingly expect real-time access to status, service, and product information. Rapidly changing consumer expectations ripple throughout the supply chain, shortening product cycles and requiring more agile manufacturing capabilities.
 
Forrester believes that 2015 will serve as an inflection point where companies that successfully harness digital technology to advantageously serve customers will create clear competitive separation from those that do not. CEOs will shift more investment funds to creating digitally connected products and solutions. Products like connected cars, connected running shoes, or connected aircraft turbines are creating new value propositions that tie these products closer to the customer engagement lifecycle and help create new business models. Data as a product or service will create new revenue and customer value streams. For example, sensor-embedded tractors already generate data that power John Deeres’ FarmSight service. And as industrial players like General Electric, Philips, Robert Bosch and ABB learn to act more like software companies by creating value through software, their underlying business models will change rapidly. 
 
As businesses pursue digital transformation, their CIOs will reset their priorities accordingly. Together with my colleagues Bobby Cameron, Nigel Fenwick and Jennifer Belissent we brought together the top predictions for CIOs in 2015. In particular, we predict that CIOs will:  
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Don’t Wait For Governments To Pave The Way For Digital Business

Dan Bieler

Digital transformation will fundamentally affect all aspects of business and society, which makes it a key theme not only for business leaders and CIOs but also for governments. Over the past few years, several governments across Europe, as well as the European Union (EU) itself, have each developed their own respective initiative to address the opportunities and challenges that come with digital.

However, from the CIO’s perspective, these digital agendas often fail to meet the requirements that businesses encounter as part of their digital transformation projects. While the digital agendas emphasize infrastructure and regulatory initiatives such as broadband coverage and Net neutrality, CIOs and their business partners would also benefit also from a focus on “soft issues,” such as promoting an interdisciplinary approach in university education and driving digital innovation across industry sectors. We believe that:

  • Governments recognize the digital transformation of businesses and society . . . Governments across Europe, as well as the European Commission of the EU, have recognized the importance of digital transformation to their constituencies and citizens. Various digital agendas have been developed and rolled out over the past few years with great fanfare. But in the end, most digital agendas remain high-level discussion papers.
  • . . . but governments underestimate the magnitude of digital transformation. Most digital agendas lack any real insights about broader business requirements for being successful in the digital economy — let alone any technological insights. Digitization is treated like one of many initiatives rather than the overarching theme for business and society.
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Exploring The Data Economy Opportunity: Some Do's and Don'ts

Jennifer Belissent, Ph.D.

An inquiry call from a digital strategy agency advising a client of theirs on data commercialization generated a lively discussion on strategies for taking data to market.  With few best practices out there, the emerging opportunity just might feel like space exploration – going boldly where no man has gone before.  The question is increasingly common. "We know we have data that would be of use to others but how do we know?  And, which use cases should we pursue?" In It's Time To Take Your Data To Market published earlier this fall, my colleagues and I provided some guideance on identifying and commercializing that "Picasso in the attic."  But the ideas around how to go-to-market continue to evolve. 

In answer to the inquiry questions asked the other day, my advice was pretty simple: Don’t try to anticipate all possible uses of the data.  Get started by making selected data sets available for people to play with, see what it can do, and talk about it to spread the word.  However, there are some specific use cases that can kick-start the process. 

Look to your existing customers.

The grass is not always greener, and your existing clients might just provide some fertile ground.  A couple thoughts on ways your existing customers could use new data sources:

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The Mobile Mind Shift Is Happening — With Or Without You

Tim Sheedy

I just spent a great weekend in Canberra, Australia’s capital, as a part of the Human Brochure activity — a campaign organized by Visit Canberra to get people discussing and promoting the city on social media. As one of the “VIP activities”, my family went to the Cockington Green Gardens miniature village, which was celebrating its 35th anniversary. The son of the owner (who is heavily involved in the business) was our host - it was a really interesting and educational evening, and we had the opportunity to ask all sorts of questions.

Currently, Cockington Green Gardens has no mobile app, and very little presence in the virtual world. I asked if they had thought about a mobile app (someone else asked about audio tours), but their small budget means that this is not possible at present. The value of such an app was brought home by the huge amount of information that the owner’s son passed on to us — such as the fact that the roof in the image below has 50,000 tiles, all of which were laid by hand at a rate of 500 to 1,000 per day — most of which is beyond the reach of most visitors.

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HP's 3D Printing and Computing Products Bridge Digital And Physical Worlds

JP Gownder

My colleagues Sophia Vargas, Michael Yamnitsky, and I have just published a new Quick Take report, "HP Announces Innovative Tools That Will Bridge Physical And Digital Worlds." Sophia and Michael have written about 3D printing for CIOs previously, and all three of us are interested in how computing and printing technologies can inform the BT Agenda of technology managers.

Fresh off of the announcement that HP will split into two publicly owned companies, one of those new entities -- HP Inc, the personal computing and printing business -- announced its vision for the future with two new products that help users cross the divide between physical and digital. The Multi-Jet Fusion 3D printer represents HP's long-awaited entry into 3D printing, with disruptively improved speed and quality compared to existing market entries. The sprout desktop PC combines a 3D scanner with a touchscreen monitor, touchscreen display mat, and specialized software that allows users to scan real objects, then manipulate them easily in digital format.

In both cases, a video demonstration helps you to really grok what the product is about.

CNET posted a video tour of the Multi-Jet Fusion 3D printer on Youtube:

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MSFT Expands Azure To Australia, Calls Out (Some) Competitors

Michael Barnes

On Monday Microsoft officially announced the launch of two Azure Data Centers in Australia. This is big news for the many Australia-based organizations concerned about data sovereignty, as well as those who simply equate on-shore data residency with increased security and control.

Announced as part of TechEd 2014 in Sydney, Microsoft specifically called out Amazon Web Services (AWS) and Google as it’s key competition. In fact, Microsoft has gone to great lengths over the past year plus to consistently position these two companies as the only other viable longterm cloud providers. This is based on three cloud provider capabilities identified by Microsoft as critical: hyper-scale, enterprise-grade, and hybrid.

Overall it’s a good angle for Microsoft. All three players operate at hyper-scale as public cloud providers. All three also offer enterprise-grade services, (although this definition varies based on workload). Most importantly for Microsoft, neither AWS nor Google have a primary focus on enabling hybrid cloud services.

In contrast, all traditional large infrastructure vendors (Fujitsu, HP, IBM, VMware, etc.), system integrators (Dimension Data, NTT, etc.), and telco’s (Telstra) focus squarely on enterprise-grade services and hybrid cloud enablement. Rackspace, IBM and HP also have Australia-based data centers. But all these providers lack hyper-scale.

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Grading Our 2014 Cloud Predictions

James Staten

This time last year, we published our predictions of what would be the major events and changes in enterprise cloud adoption in 2014. In this post, we look back on these prognostications to see which came true, which are still pending and which missed the mark. Look for our 2015 Cloud Predictions in the next few weeks. Thanks to Dave Bartoletti, Ed Ferrara and the rest of the Cloud Playbook team for their contributions.

So how did we do on our predictions in fall 2013:

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US Tech Market Will Rise By Around 6% In 2014 And 2015, Led By Software And Services In Support Of The BT Agenda

Technology Imperatives To Manage The Ebola Outbreak

Skip Snow

The Ebola outbreak serves as a portrait of the fact that the health systems of the globe must be radically interconnected in order to ensure that global outbreaks like this have a chance of being contained. We are not in the 19th century where the massive migrations of populations took place using slow-moving transport and thus where the incubation periods of most diseases would have in all likelihood passed before a person approached a border.

Today I can be infected by a disease, and within hours be on a plane that crosses the world. Traditional public health precautions of quarantining the sick will not necessarily be effective. And so we must think though a better manner of managing what is fast becoming a continental pandemic and could easily become a global pandemic.

The picture above is from the emergency room entrance at Mt. Sinai Hospital on the corner of 100th street and Madison Ave. in Manhattan.

That the disease is out of control just now is documented by the current (October 15th) World Health Organization report on the roadmap to respond to the outbreak (http://apps.who.int/iris/bitstream/10665/136508/1/roadmapsitrep15Oct2014.pdf?ua=1) which states:

“It is clear however that the situation in Guinea, Liberia and Sierra Leone is deteriorating, with widespread and persistent transmission.”

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