Anticipating Mobile World Congress 2015: Connectivity Trumps Mere Mobility

Jennifer Belissent, Ph.D.

 

infographic-imageWe are now only a few weeks away from Mobile World Congress, historically the pre-eminent event of the mobile industry and now one of the largest global events across all industries. Last year’s even attracted almost 90,000 attendees from over 200 countries.  The event draws representatives from mobile operators, device manufacturers, technology providers, vendors, content owners and governments from across the world.  Executives from all industries pay attention to products demonstrated and announcements made.  While “mobile” remains in the event title, last year’s event marked a changing of the guard:  The large presence of car manufacturers and the buzz around Facebook reflected that shift away from the event’s telecom roots.  This year that shift will be even more pronounced as the reign of mobility gives way to the new rule of connectivity.  Yes, we are mobile but the key is that while we are roaming the halls at work or the streets of a foreign city, we remain connected to the people and things we want and need to interact with. 

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TCS’ CrewCollab Solution Fills a Gap In Airlines’ Digital Transformation Journey

Fred Giron

Earlier this week, TCS launched its CrewCollab Solution at the Singapore Aviation Festival. The sector has attracted a lot of investments from service providers lately with companies like NIIT Technologies, Pactera, Hexaware and others strengthening their portfolio of software assets for airlines. The TCS CrewCollab mobile solution – co-developed in partnership with Singapore Airlines – fills an important gap in the digital transformation strategy of airlines globally. Why is that?

  • The in-flight experience remains disjointed from the rest of the customer journey. Airlines like Delta, United and Emirates have already invested in developing successful digital customer experience initiatives covering the pre- and post-flight phases of the customer journey. However, airlines typically struggle understanding and serving their customers as they board the flight, customer data being seldom available to the cabin crew.
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Forrester's China Summit For Marketing Leaders: Connect, Engage, & Deliver To The World's Most Digitalized Consumers

Bryan Wang

In the age of the customer, marketers face three acute strategic and operational challenges: how to powerfully and consistently connect with distracted, empowered customers; how to deeply engage with customers once you make that connection; and how to consistently deliver on customer obsession throughout your organization. In China, this is even more critical and challenging for marketing leaders, as they face the most digitalized and mobile consumers in the world — 90% of the metro Chinese online adult population used a smartphone as their primary phone in 2014, according to Forrester’s Consumer Technographics® data. At the same time, China has emerged as the world’s largest eCommerce market, estimated at $440 billion in 2014 and expected to grow at a compound annual rate of 19.9%, topping $1 trillion by 2019.

With this in mind, we are kicking off our third annual Summit for Marketing Leaders in Shanghai on March 25, 2015. The agenda will focus on real-world solutions to each of these critical challenges — taking into consideration the China context, where traditional retailers and brands are far from prepared for the age of the customer, and emerging digital service and platform providers are actively disrupting businesses.

Our program will deliver outcome-oriented analysis and advice, driven by Forrester’s latest research and detailed case studies from industry leaders in China and around the world. Learn how to:

  • Master the key concepts and skills for brand leadership across the age of the customer.
  • Create seamless brand experiences across the digital and physical divide.
  • Lead a customer-obsessed marketing organization.
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Mobile World Congress 2015 Promises Greater Focus On Use Cases Away From Technology Obsession

Dan Bieler

Once again, the mobile world is getting ready for the most important mobile event of the year, the Mobile World Congress (MWC), which will take place in Barcelona from March 2 to 5. In my role as analyst with a focus on CIO requirements, I expect the following themes to dominate this year's show:

  • Everybody will talk about data — and many about data privacy. The long-anticipated marriage between big data and mobility is finally happening. I expect just about every vendor at MWC will claim a stake in these mobile data wedding arrangements. However, many big data business models remain building sites, and it remains far from clear which players will benefit via which types of business models. The growing awareness of regulatory constraints on the use of customer data as well as what the Financial Times recently called the "creepiness quotient", i.e., hyper-personalized advertising, further complicate a convincing business model for mobile analytics on a mass scale. Despite all the hype, mobile data is one of the must-focus areas for CIOs who attend MWC.
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A Glimpse Into The Future: Software Goes Invisible

Michael Yamnitsky

Software is getting smarter, thanks to predictive analytics, machine learning, and artificial intelligence (AI). Whereas the current generation of software is about enabling smarter decision-making for humans, we’re starting to see “invisible software" capable of performing tasks without human intervention. 

One such example is x.ai, a software-based personal assistant that schedules meetings for you. With no user interface, you simply cc “Amy” on an email thread and she goes to work engaging with the recipient to find a date and optimal place to meet.

It’s not a perfectly automated system. AI trainers oversee Amy’s interactions and make adjustments on the fly. But over time, she becomes a great personal assistant who is sensitive to your meeting and communication preferences. 

One can imagine Amy extending into new domains — taking on parts of sales/customer service operations or business processes like expense management and DevOps. Indeed, we’ll see a new generation of AI-powered apps, as predicted here.

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Embrace Shared Services To Improve Outcomes–Not Only For Cost Savings

Jennifer Belissent, Ph.D.

The perennial call for public sector reform has not slackened. The pain of austerity measures and the pressures for increased efficiency heighten that call.  And, the hype around “smart cities” amps up the pressure for municipal leaders faced with decisions about which problems to attack first, and which tools are most appropriate.  But most organizations are not starting from a clean slate. That’s exactly the issue. In most cases we’re talking about reform, about doing things differently, not starting from scratch. 

When we asked government leaders what their top priorities are, improving the customer experience comes in on top: 68% report the customer experience is either a high or critical priority.  But reducing costs is right up there with it. That’s the age-old do-more-with-less mantra.  And, from a technology perspective their top priority is to upgrade or replace legacy systems, which might not sound like the wiz bang “smart” technology we’ve been hearing so much about.  But it’s likely the smartest thing these governments can do; and when they do, they should do it together. 

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My Top Ten And What It Means For Getting Your Own Metrics Right

Nigel Fenwick

Every so often I check my blog stats to see what you, the reader, find most interesting - my goal is to continue to bring you great content in both my blog and my research. While I was looking back over my blog stats I thought you might like to see the top ten blog posts in case you missed any of them. But just how should I assess the top ten? Like all outcome metrics, this one is open to interpretation. 

I could take the simple route and just count which posts have the most reads (Table 1a). But that would fail to take into account how many days it has been since the blog was published - it stands to reason that older blog posts might garner more reads. So a ranking based on the number of reads divided by the number of days the post has been online would yield a more accurate result in terms of most read post (See Table 1b - Top ten most read posts)*.

Table 1a - Top Ten Most read Posts


1 Unleash Your Digital Business
2 The Secret Of Successful Social Communities: 4 Social Needs
3 Why Customer Experience Will Become The #1 CIO Priority
4
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Update On The DATA Act: Nearing Nine Months

Jennifer Belissent, Ph.D.

Well, it’s now been about nine months, and time to check in on the gestation of the DATA Act.  But before we start on what’s happened since the law passed on May 9, 2014, let’s take a quick look at what it is, and what government organizations have to work with.

This bipartisan legislation – jointly sponsored by two democrats and two republicans – is an effort to modernize the way the government collects and publishes spending information – in particular by establishing standard elements and formats for the data. The new law assigns responsibility for the task, sets out a four-year timetable for implementation, and establishes a strict oversight regime to measure compliance in the adoption of the standards and the subsequent quality and timeliness of the published spending data. That oversight is the big difference between the DATA Act and the previous legislation to improve funding transparency.  This time someone is watching, and the law has teeth.

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European Telco Merger Momentum Gains Strength As Hong Kong’s Hutchison Buys O2 UK

Dan Bieler

Telefónica entered into an exclusivity agreement with Hutchison Whampoa regarding Hutchison’s potential acquisition of the Telefónica subsidiary O2 UK for £10.25 billion in cash, valuing the deal at an estimated 7.5 times 2014 EV/EBITDA. The Hutchison-O2 UK deal — should it complete — will entirely redraw the telco landscape in the UK in terms of market shares. The acquisition of O2 UK will transform Hutchison from the smallest mobile operator with 7.5 million customers to the largest with 31.5 million customers and reduce the number of mobile operators in the UK from four to three.

This development follows on the heels of the announcement by Orange and Deutsche Telekom that they have entered into exclusive negotiations with BT Group regarding a potential divestment of 100% of their shares in EE, their joint venture in the UK. The increased merger activity is not surprising, and we predicted as much in our report Predictions 2015: Telecoms Will Struggle To Align To The CIO's BT Agenda. Still, these deals raise important questions for the European telecoms markets:

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Is Microsoft’s Surface Hub A New Device Category?

Philipp Karcher
with Frank Gillett
 
One of Microsoft’s announcements today is the overhaul of its digital whiteboard formerly called PPI — now rebranded as Surface Hub. Surface Hub is an 84" 4K resolution (or 55" without 4K) all-in-one touchscreen computer with collaboration features for conference rooms. The market for this device is primarily industries with requirements for large screen visualization, which there are many: Manufacturing, healthcare, higher education, publishing, architecture, engineering, and oil & gas being prime examples. 
 
However, digital whiteboards are increasingly attractive to all organizations. We see a bifurcation of conference room equipment for visual communications: On the low end more companies are putting just USB webcams in ad hoc collaboration spaces. On the high end we're getting inquiries from customers taking another look at specialized hardware, but uninterested in telepresence for cost or functionality reasons. For customers creating these specialized collaboration rooms, whiteboarding and application sharing are just as important as video.
 
Three initial impressions from Microsoft’s announcement:
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