Apple's New iPad In The Enterprise: Laptop Replacement Gets Closer

Ted Schadler

As my colleague Sarah Rotman Epps so aptly observes: the third generation of iPad is a gut renovation masquerading as incremental innovation. The new iPad looks basically the same but now carries a snappy 4G radio and a much more powerful graphics processor than its predecessor. The big hardware advance lies in the components, particularly in the graphics processor to handle the high-fidelity Retina display and rapid-response touchscreen control. How will an iPad with much better graphics and a faster network connection affect the enterprise?

Some Forrester data from our workforce surveys and forecasts to set the stage:

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Mobile World Congress 2012: Impressions From A Telco Perspective

Dan Bieler

Around 60,000 global movers and shakers of all things mobile once again descended upon Barcelona to attend the leading annual mobility event, the Mobile World Congress (MWC). This year’s main themes centered on metadata analytics, the customer experience, and over-the top business models:

  • The big data opportunity fueled the fantasies of almost all MWC attendees. In the case of telcos, data analytics is seen as the driver for improving the customer experience and developing new markets. Telcos talked a lot about the opportunities of analysing user behavior and turning user data into the new operator currency. The context- and location-aware nature of mobile solutions makes the big data opportunity particularly attractive. However, despite the talk, there were practically no case studies of operators that have succeeded in monetizing data on a large scale. Progress regarding data monetization is slowed down by a lack of clear business models, but also by an OSS/BSS infrastructure that does not support real-time or near real-time analytics. Moreover, privacy concerns also act as a drag on the uptake of data analytics. Equipment vendors such as Nokia Siemens Networks, meanwhile, showcased their customer experience management and analytics solutions for telcos. The solution combines analytics and the actions that operators must take to correct or improve the end user experience, such as a level one call handler pushing the correct settings to a phone or a marketing manager setting up a marketing campaign.
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YouSendIt Expands Its Cloud File Services For The Enterprise

Ted Schadler

In 1996, a would-be MIT entrepreneur pitched me on this idea: “What if we could package up huge files like engineering drawings and email them to people instead of FedExing them?” I listened politely, but it all seemed a little futuristic to me at a time when even email wasn’t ubiquitous. 

Of course, this is exactly the business YouSendIt launched in 2003. The nine-year-old company does this quite simply by using email to send the message and YouSendIt to carry the payload — the gigantic file that you can’t attach to the message directly. The company now has 23 million subscribers; according to Wikipedia, 500,000 of them pay for the privilege.

Today the company announced Workstream by YouSendIt, a set of business enhancements to its evolving set of file services. The goal, in the words of CMO Tony Nemelka, is to give enterprises “systems that extend their line of sight beyond central storage and beyond the firewall.” I found three notable things about this offering:

  1. Integration with Outlook and SharePoint with plugins to make it easy to send and retrieve files. While this may not be unique, the integration is quite intuitive. In the experience of David Michel, CIO for Atlanta-based law firm Burr & Forman, giving employees tools they recognize makes it easier for them to use them. Further, it’s integrated into their common workflows such as eDiscovery.
  2. Enterprise administration tools for user and group management. This is what IT needs in order to provide a business-ready alternative to consumer-focused Dropbox. It’s what drew Michel to the offering. Now, this is not lockbox-type security or administration that you could get from a virtual deal room product from IntraLinks, but it’s enough for email-level security and administration.
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CeBIT 2012: App Stores and Cloud Marketplaces Meet Business Applications

Stefan Ried

CeBIT 2012 kicks off tomorrow — and believe it or not, it’s still the world’s biggest IT show, attracting 339,000 visitors last year and very likely even more this year.

Cloud computing is all over the fair this year (again), but some vendors have managed to move beyond cloud infrastructure and are starting to combine the ease of use, standardization, and opex-based consumption with business software. I had the chance to talk to some vendors last week about their upcoming announcements. Forrester analyst Holger Kisker has already pointed it out in his 10 Cloud Predictions For 2012:

The Wild West of cloud procurement is over! More enterprises and SMBs than ever are discovering a formal strategy to purchase cloud services in 2012. The easiest consolidated way to do this is an app store or cloud marketplace.

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Network Sharing And Outsourcing Is In Many Telcos' Future

Dan Bieler

Network infrastructure is the basis for all funding of telco activities; as such, telcos must not only keep the cash cow alive, but also strengthen it. Management of network infrastructure is easily belittled as a subject for engineering nerds — but it must be treated as a key strategic matter.

Outsourcing the management of or sharing network infrastructure delivers many benefits, and we expect telcos to do this more and more in the years ahead. Telcos need to balance the simultaneous requirements of cost control, enhanced business flexibility, and innovation to incorporate the right approach to external network infrastructure management into their future strategies. Equipment vendors, meanwhile, must adjust their business to keep up and partner with traditional IT services providers.

Many more telcos are moving toward sharing or outsourcing some or all of their network assets and operations to partners or suppliers, becoming “telcos without networks.” This provides an opportunity for some telcos to shift their focus and resources to:

  • Cost control and transparency. The decision to share or outsource network assets and their operation is primarily driven by financial needs, in particular to bring the total cost of ownership down, spread expenditures over time, and allocate costs in a more transparent manner.
  • A better customer experience. Increases in data traffic require telcos to enhance their network and service delivery infrastructures and improve network coverage in order to maintain the quality of the customer experience. Moreover, telcos face regulatory requirements for improved rural network coverage, which can be more readily satisfied by network outsourcing.
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How Telcos Will Play A Larger Role In Cloud Computing

Dan Bieler

Corporate CIOs should not ignore the network-centric nature of cloud-based solutions when developing their cloud strategies and choosing their cloud providers. And end users should understand what role(s) telcos are likely to play in the evolution of the wider cloud marketplace.

Like many IT suppliers, telcos view cloud computing as a big opportunity to grow their business. Cloud computing will dramatically affect telcos — but not by generating significant additional revenues. Instead, cloud computing will alter the role of telcos in the value chain irreversibly, putting their control over usage metering and billing at risk. Alarm bells should ring for telcos as Google, Amazon, et al. put their own billing and payment relationships with customers in place.

Telcos must defend their revenue collection role at all costs; failure to do so will accelerate their decline to invisible utility status. At the same time, cloud computing offers telcos a chance to become more than bitpipe providers. Cloud solutions will increasingly be delivered by ecosystems of providers that include telcos, software, hardware, network equipment vendors, and OTT providers.

Telcos have a chance to leverage their network and financial assets to grow into the role of ecosystem manager. To start on this path, telcos will provide cloud-based solutions that are adjacent to communication services they already provide (like home area networking and machine-to-machine solutions), such as connected healthcare and smart grid solutions. Expanding from this beachhead into a broader role in cloud solutions markets is a tricky path that only some telcos will successfully navigate.

We are analyzing the potential role of telcos in cloud computing markets in the research report Telcos as Cloud Rainmakers.

Mobile World Congress Barcelona 2012: Understanding The Engagement Context

John McCarthy

Starting Monday, there will be a cavalcade of announcements at the Mobile World Congress in Barcelona. While many suppliers will continue the phone and tablet hardware arms race, it is more important to understand what is really going on here: mobile engagement. Ted Schadler and I have just finished a report for Forrester clients, “Mobile Is The New Face Of Engagement,” that provides the background to put these announcements into context. The report makes clear that mobile is not simply another device for IT to support with a shrunken website or a screen-scraped SAP application. Rather, mobile is the manifestation of a much broader shift to new systems of engagement. These systems of engagement help firms empower their customers, partners, and employees with context-aware apps and smart products (see the figure below).

So as you walk the show floor or read about the announcements, think differently about what you are seeing:

  • Are the tools just first-gen screen-scraping/tiny Web or do they really leverage context — the person’s location, preferences, and history — to engage? There will be a bevy of software products that help firms slim down their websites for viewing on mobile devices, but the real innovation will come from tools and engagement platforms that use predictive analytics and social feedback to create a full context that better serves customers and employees.
  • Are the hardware announcements kicking off another round of the device wars or a new generation of smart products powered by apps? In addition to the latest Android, RIM, and Windows Mobile press releases, there will be a whole new set of smart cars, appliances, and other products where mobile apps provide key features by taking advantage of smart product APIs.
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Beware Of Mobile's Unintended Consequences (Part 1)

Ted Schadler

[This is the second in a series of posts on our report for Forrester clients, "Mobile Is The New Face Of Engagement."]

A successful smartphone app is great, right? Especially when it fronts a system of engagement that lets people click and serve themselves in their moment of need rather than waiting until they can fire up a computer and go online. Or (gasp), dial the phone and tie up some customer service rep's time in India or Africa or Fargo. The mobile engagement is 10 times more convenient than traditional Web and one tenth the cost of a call center contact. So what could possibly go wrong?

In short, just about everything that could go wrong does go wrong when consumer brands, retailers, and B2B companies open up their mobile engagement channel. In this first of several posts on mobile's unintended consequences, we'll describe the unbelievable success that mobile can bring. In future posts, we'll expose the sheer technological ugliness that lies behind those consequences and lay the groundwork for enterprise mobile engagement.

First, the unbelievable success that a mobile app can have (see the figure below):

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Employees Use Multiple Gadgets For Work — And Choose Much Of The Tech Themselves

Frank Gillett

Employees that use smart devices — PCs or mobile devices — for work have expanded their use of technology more than most people realize. How many devices do you think a typical information worker uses for work? If you only ask the IT staff, the answer will be that most use just a PC, some use a smartphone, and a few use a tablet. But our latest Forrsights workforce employee survey asked more than 9,900 information workers in 17 countries about all of the devices they use for work, including personal devices they use for work purposes. It turns out that they use an average of about 2.3 devices.

About 74% of the information workers in our survey used two or more devices for work — and 52% used three or more! This means that the typical information worker has to figure out how to manage their information from more than one device. So they’ll be increasingly interested in work systems and personal cloud services that enable easy multidevice access, such as Dropbox, Box, SugarSync, Google Docs/Apps, Windows Live, and Apple iCloud.

When you dig into the data, the mix of devices info workers use for work is different than what IT provides. About 25% are mobile devices, not PCs, and 33% use operating systems other than Microsoft.

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A Billion Smartphones Require New Systems Of Engagement

Ted Schadler

It's a technology big idea: that organizations can best serve their customers, partners, and employees with new "systems of engagement." (Thanks to Geoff Moore for permission to define and use his term.) Let us explain why.

First, the logistics. John McCarthy and I spent the last eight months sifting through the patterns that have emerged from firms that have harnessed mobile, social, big data, and cloud technology: 100 conversations; 61 interviews with experts; and Forrester surveys of 10,000 business and IT decision-makers, 10,000 global information workers, and 50,000 consumers. Out of that research we've just published a 28-page report for Forrester clients that we will deconstruct and re-assemble via blog posts over the next few months.

We began by looking for the unintended consequences of a successful mobile app, expecting to find some best practices in experience design, middleware APIs, server deployments, app development, and organizational alignment. We found those things and captured them in the report. But we also found something more important: a new  ability to empower customers, employees, and partners with context-rich apps and smart products to help them decide and act immediately in their moments of need.

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