Google enterprise roadshow 2013: shooting for the moon

Dan Bieler

I attended Google’s annual atmosphere road show recently, an event aimed at presenting solutions for business customers. The main points I took away were:

  • Google’s “mosaic” approach to portfolio development offers tremendous potential. Google has comprehensive offerings covering communications and collaboration solutions (Gmail, Google Plus), contextualized services (Maps, Compute Engine), application development (App Engine), discovery and archiving (Search, Vault), and access tools to information and entertainment (Nexus range, Chromebook/Chromebox).
  • Google’s approach to innovation sets an industry benchmark. Google is going for 10x innovation, rather than the typical industry approach of pursuing 10% incremental improvements. Compared with its peers, this “moonshot” approach is unorthodox. However, moonshot innovation constitutes a cornerstone of Google’s competitive advantage. It requires Google’s team to think outside established norms. One part of its innovation drive encourages staff to spend 20% of their work time outside their day-to-day tasks. Google is a rare species of company in that it does not see failure if experiments don’t work out. Google cuts the losses, looks at the lessons learned — and employees move on to new projects.
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Why Customer Experience Will Become The #1 CIO Priority

Nigel Fenwick

Customer experience isn’t typically at the top of the CIO’s priority list but it was certainly front and center in New York this week.

I believe things are about to change for CIOs. In the new era of always-connected consumers – what Forrester calls The Age Of The Customer – customer experience is so critical that I predict it will become the #1 priority for CIOs. In part because unhappy customers have the power to alter the course of any organization, as Netflix CEO Reed Hastings discovered in 2011, when his US customers forced him into an about-turn on his strategy to split movies-by-mail from online streaming.

But investing in customer experience is tricky because it’s often seen as an abstract thing with little tangible ROI. Companies like USAA, a US insurance company with a strategic focus on customer experience, have spent years re-shaping their entire organizations to think from the outside-in, focusing on the end customer. USAA did this because they believed it was the right thing to do, not because of some compelling business case.

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NetSuite Strengthens Its Push Into The Enterprise – Lessons From The SuiteWorld Forum

Tim Sheedy
I recently had the opportunity to spend some quality time with NetSuite in San Jose at its customer forum — SuiteWorld. The event gave me a long, overdue deep-dive into their current strategy and the chance to speak with many of their customers one-on-one. 
 
The big announcement from the event was the availability of its manufacturing solution. The evening before the event started I had a good conversation with our Sourcing Analyst Liz Herbert — who spends a lot of her life focused on the SaaS providers — and asked her why NetSuite was not growing more quickly. Her response was that its lack of a manufacturing solution is partly to blame. So when it was announced by CEO Zach Nelson the next morning, it certainly helped to fill me with confidence about its future.
 
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CX And An Ex-CIO

Nigel Fenwick

This week's Customer Experience Forum was far more than just an event for customer experience (CX) professionals. It was an event for any business leader who truly cares about customers. And this includes many CIOs.

Attendees gather at the 2013 NYC Forrester CX Forum

As far as I'm concerned, the best CX presentation by a guest speaker was given this morning by a former CIO, Paul Heller. Paul is now Managing Director of the Retail Investor Group at Vanguard. While his session was energetic and full of humor, it also conveyed his message about the business of delighting clients very clearly. Paul suggests we all need to get in touch with the why, how and who of our business: 

  • Why are customers doing what they do? To answer this question we really need to get to know the reasons for customers doing business with us. Vanguard took the time to ask their customers why they invest and they discovered people want to have more time to do the things they enjoy, they want less stress and to avoid being bored. Trust me, it's way funnier the way Paul describes it.
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Windows 8.1 Puts Microsoft On Track For A Better Year In 2014

Frank Gillett

I’ve been taking reporter calls in the run up to today’s Microsoft Build announcements about Windows 8.1 Preview. They want to know: Will this be the turn around? What does Microsoft have to do to succeed? I’m pleased to say that last October Forrester predicted that Windows 8 would have a bumpy birth year, but would eventually mature and take hold in 2014 as Microsoft moved to update Windows on an annual cycle. Further, we were very clear that reports of Windows’ death were greatly exaggerated.

Today’s new details on Windows 8.1 show that Microsoft is on track for updating Windows annually, that they’re engaged in significant product improvements and they are listening to market feedback. There were a ton of improvements and new built-in apps. Among all the details, three were the most significant to advancing Windows:

·         Smart Search. By combining Bing’s web search with search across my devices and Skydrive, search becomes more relevant and personal. We’ll be watching to see how third-party developers can use this and where Microsoft goes with it. Very interesting.

·         Making Windows desktop modern and more synergistic. The tweaks to allow the desktop background underneath the Start Screen and the return of the Start button make it feel a little less like I’m running two PCs in one, but the difference is still jarring.

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Microsoft Launches Office On The iPhone - Welcome To The Next Stage Of Employee Empowerment

Tim Sheedy
UPDATED 26th June 2013  As you may be aware Microsoft has finally introduced its Office Suite for the iPhone (launched in the US on Friday 14th June, and now available in much of the rest of the world according to my sources). This is great news — it has been one of the real holes in the iOS application store and in high demand in many businesses we speak to (although will be MUCH more valuable when it's available as a native iPad app). Over the next week or so it is likely that many of your senior executives will read this news — as it has already made the consumer press. Soon they'll be knocking down your door asking how to get access to it.
 
However, the licensing model that Microsoft has chosen is one to encourage the uptake of the Office 365 Suite. ONLY those users with a MS Office 365 license will be able to activate the apps on their iPhone. This may mean a significant licensing impact for you. If, like many companies, you have not yet made the move to Office 365, your company’s employees will not be able to use the Office apps on their iPhone. There is a big risk here that you will see employees activate the license themselves and charge it back through the traditional expenses channel. And if senior management are doing it, it is hard for them to say no to the more junior ranks.
 
I reached out to Duncan Jones, one of our resident sourcing pros and Microsoft licensing experts to get his analysis of the situation. Here are his thoughts:
 
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How To Retain Your Most Creative Employees

Nigel Fenwick

There have already been plenty of articles written on the importance of creativity in the workforce. Assuming you buy into the importance of attracting creative types to your team, you will have an understanding of what to look for in hiring creative people. And then you will face the challenge of keeping these people on your team. I see this as a challenge because I don't believe our typical individual performance metrics are well suited to measuring creative individuals. 
 
Consider some of the common metrics used to assess individual employee performance: on-time task completion; task management; completion of specific goals; project management — all of these measures are heavily geared toward favoring individuals who have a natural ability to be well-organized, methodical and goal-oriented. Perhaps this describes your ideal employee.
 
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Tell Us About Your Real Cloud Story In Germany

Stefan Ried

 

Forrester research compares frequently capabilities of software vendors and cloud platforms in our Forrester Waves™. John Rymer and James Staten recently published the comparison of Enterprise Public Cloud Platforms. I am currently researching such a Forrester Wave™ around Hybrid² Integration capabilities. This is the integration between cloud and on-premise and across different traditional integration tools. 

However, all these Forrester Waves™ have one significant gap. They all start with a product or service offering by a vendor or (cloud) service provider. Analysts at Forrester Research investigate for sure if the vendor statements are real, watch demos and we try out products on our own before we write about it. One part of the Forrester Wave™ process is also customer interviews, which validate that product features work in reality. All criteria, scores and notes are published to our clients, not only a final PDF. 

So where's the gap in such a thorough process? Well, the starting point is always the capabilities that product vendors and service providers claim – never the actual challenge withing the enterprises! I was not aware of any assessment or competition, which really starts here – with a real client challenge and project! Maybe one enterprise ends up using a unique combination of different products and cloud services. 

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Customer Engagement And Mobility: Beware The Globalization Challenges

Over the past 12 months, I’ve taken a number of client inquiries on globalization and multilingual strategies. But in all cases, it turned out that the challenge wasn’t really providing multilingual support. Instead, organizations are struggling to meet demand among customers, suppliers, partners, regulators and others for direct access to core enterprise systems from multiple regions, often through mobile devices or pervasive web applications. So the real question is: How are user engagement strategies affecting our ability to achieve a single, global business and technology platform that supports the increasingly pervasive use of mobile technologies?

This is now a top-of-mind consideration for many companies, especially as emerging markets are an increasingly important part of their global business strategies. The challenge is how best to tailor and adapt their products and services to capitalize on these emerging market opportunities without losing the benefits of economies of scale and the requirements for global transparency and compliance. And it’s not just about global IT service delivery; it’s about how technology can now serve the unique needs of both internal and external users, particularly where major differences may exist across language, culture, law, infrastructure, geography, value systems, and the economy.

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70% of Indian CIOs Will Report Into CEOs By 2016

Manish Bahl

I recently analyzed 60 companies in India to understand the CIO reporting structure and the key projects that these organizations are focused on. Some interesting findings from this exercise:

  • Currently, 40% of Indian CIOs or top IT executives report to CEOs or the senior-most person (president, managing director, etc.) in their organization. Among the other 60%, most report to CFOs (35%), followed by COOs, group CIOs, and chief sales officers.
  • CIOs who report to CEOs tend to have a 30% higher IT budget than CIOs who report to CFOs, COOs, or group CIOs.
  • Projects led by CIOs not reporting directly to the CEO focus primarily on reducing IT costs and aligning IT to the business; these projects are typically measured in terms of cost savings.
  • Projects led by CIOs reporting directly to the CEO are more likely to focus on customer acquisition and retention and measured more in terms of business outcomes for the organization.
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