“A unified platform for content, community and commerce.”
“A complete set of integrated solutions helps you maximize and measure your impact in more ways than ever before.”
“Everything you need to deliver unique and personal customer experiences.”
Unified. Complete. Everything you need. These quotes are pulled directly from the marketing materials of some of the biggest players in the digital experience delivery space. One piece of software that addresses all of your company’s needs in delivering top-of-the-line customer experience. Sound too good to be true?
Yeah. We thought so too.
Vendors are piecing together discrete capabilities to form what we at Forrester call digital experience delivery platforms, which aim to manage, deliver, measure, and optimize experiences consistently across every digital touchpoint. Vendors from content, commerce, and marketing backgrounds are playing in this space, and Forrester clients increasingly mention them together when considering a vendor to act as their delivery backbone (a year ago, we certainly wouldn’t have heard IBM and hybris mentioned in the same inquiry for non-transactional needs, as we did recently).
It's never been as challenging for global companies in China as it is right now. First, we've seen a continuous stream of news about the Chinese government requiring greater regulatory governance, starting with the cybersecurity vetting of IT products that relate to national security and public interests in May. Second, leading Chinese Internet companies equipped with emerging technology, such as Alibaba, Baidu, and Tencent, are engaging consumers with enriched products and services, expanding into the enterprise business via innovative business models, and extending their reach from tier-one and tier-two cities to tier-three to tier-six ones.
To gain extensive geographic and vertical coverage in the huge market that is China, vendors have had to engage with partner ecosystems for business operations. Now, it’s even more critical for multinational corporations to enable their local alliances to overcome these disruptions and achieve mutually beneficial strategic business growth. Some vendors have already started doing so, with IBM being a leading example. Its initiatives include:
Launching a strategic partnership with Yonyou. On September 13, 2014, IBM announced the start of its strategic cooperation with Yonyou during the latter's 2014 user conference. IBM will optimize DB2 with BLU Acceleration for various Yonyou products, such as NC (Yonyou’s ERP offering) and its supply chain management, customer relationship management, and human resources management products. In return, Yonyou will offer NC on top of DB2 with BLU acceleration to its customers, based on its evaluation of IBM’s product in June 2013.
At Sitecore’s annual Symposium event last week, CEO Michael Seifert opened the show with a story about a splash of paint and small town in Tuscany -- a Jackson Pollock splash of paint and the town where he proposed to his wife to be exact. Fast-forward a few minutes and Seifert revealed the plot: tying his knowledge of his future wife’s love of Jackson Pollock with the context of how he fumbled (and then recovered) his marriage proposal, she agreed to marry him. He told this story to deliver his message of ‘experience marketing’: the more you know about someone and the context they’re in, the better your chances to dynamically respond to and refine the experiences that will resonate with them.
While nay-sayers might comment that this strategy feels like a ‘me too’ to Adobe’s Marketing Cloud announcements from the past few years, the specific features were getting a healthy amount of excitement from the audience because they saw momentum. Specifically, momentum built on v.7.5’s MongoDB "Experience Database" foundations released in July. These foundations will be put to good use to help v.8 deliver new features later this year or early 2015 around customer data and content testing/ optimization:
Unified experience profile includes visualization across the customer’s interactions over their entire relationship timeline. All data in profile is (or will be) fully extensible and you can personalize against it.
My sister used to tell me that I wasn’t smart I was just organized. I’m not here to argue (anymore) but I have never forgotten her claim. In fact, it’s true for more than just me. It’s really what is at the heart of smart cities. It’s not about what you know but what you can do with it. The industry has been pushing “smart” on cities for a half a decade. But the most successful stories about cities cutting their cost of operations and improving the lives of their citizens are about being better organized or more efficient.
At the Schneider Electric Influencer Summit in Boston this week, Schneider execs and customers focused their smart city story on just that – getting more efficient. We all have heard the numbers: cities take up only 2% of the world’s surface but they consume 75% of the world’s energy and account for 80% of the world’s carbon emissions. As the Schneider CMO cited, “If left unchecked, our appetite for energy will grow 50% by 2040.” And there is significant room for greater efficiency. The sweet spot for Schneider in this Next Age of Change is in helping cities control their public energy consumption. While their vision – and “marketecture stack” – extends into water and other domains, they plan to establish their footprint with energy efficiency. Phew! That’s a refreshing change from vendors who want to do it all.
[Apologies to all who have just read this post with a sense of deja-vue. I saw a typo, corrected it and then republished the blog, and it reset the publication date. This post was originally published several months ago.]
Having been away from the Linux scene for a while, I recently took a look at a newer version of Linux, SUSE Enterprise Linux Version 11.3, which is representative of the latest feature sets from the Linux 3.0 et seq kernel available to the entre Linux community, including SUSE, Red Hat, Canonical and others. It is apparent, both from the details on SUSE 11.3 and from perusing the documentation on other distribution providers, that Linux has continued to mature nicely as both a foundation for large scale-out clouds as well as a strong contender for the kind of enterprise workloads that previously were only comfortable on either RISC/UNIX systems or large Microsoft Server systems. In effect, Linux has continued its maturation to the point where its feature set and scalability begin to look like a top-tier UNIX from only a couple of years ago.
Among the enterprise technology that caught my eye:
Scalability – The Linux kernel now scales to 4096 x86 CPUs and up to 16 TB of memory, well into high-end UNIX server territory, and will support the largest x86 servers currently shipping.
I/O – The Linux kernel now includes btrfs (a geeky contraction of “Better File System), an open source file system that promises much of the scalability and feature set of Oracle’s popular ZFS file system including checksums, CoW, snapshotting, advanced logical volume management including thin provisioning and others. The latest releases also include advanced features like geoclustering and remote data replication to support advanced HA topologies.
I recently visited the oldest and largest global consumer electronics trade fair, Internationale Funkausstellung (IFA), which took place in Berlin. IFA highlighted that the technology sector retains its appeal. On IFA‘s 90th anniversary, about a quarter of a million visitors attended, and orders for products worth about €4 billion were placed at the event. IFA’s floor space was sold out, despite a 3% expansion.
Electronics companies from around the globe showcased a wide spectrum of connected devices ranging from the smart stove to the latest smartphones and computerized wristwatches — just a few days ahead of Apple announcing its latest gadgets. Although IFA primarily focuses on consumer products and services, many themes are of increasing relevance for CIOs. Leading CIOs recognize that consumer electronics have an impact on their business and that:
Consumer electronics offer a new customer engagement channel. Traditional businesses are facing opportunities to use the emerging possibilities for closer customer engagement that consumer electronics in combination with social media channels offer. For instance, smart TVs allow media companies to communicate in real-time with their customers while they watching or listening to the “product.” However, this requires a dramatic rethinking of marketing and sales techniques — something most of the traditional companies are struggling with. This underlines the need to view the “consumer electronics” opportunity as part of the wider digital transformation process.
People are always asking me, “What can we do to help people do their very best work?”
Actually, I don’t think I’ve ever been asked that question. But I really do wish someone who stewards workforce computing for his or her company would — and I'd be over the moon if it were someone who really wanted to know the answer.
Spend a million bucks on security? Sure! Two million on a sales force automation system to get better reports and more predictable forecasting? Of course! Another million or so on private cloud automation to speed up provisioning? Sign me up! But how much would you spend to understand how technology impacts the most powerful driving force in your company: the intrinsic motivation of your people? The what? Yes, exactly.
Here at Forrester we are busy planning our upcoming Forum for CIOs and CMOs. With a theme of “Building A Customer-Obsessed Enterprise” the event explores the partnership between marketing and technology leaders. But what about our government clients? The role of marketing is associated with the private sector. Companies employ marketers to identify their target markets and the opportunities for providing goods and services to them. Public-sector organizations don't typically have the luxury of choosing their target market or their products and services. Or at least that’s what most organizations think. But even if that is the case, it doesn't mean that these organizations shouldn't get to know their "customers" and understand how best to meet their needs. While the service might be prescribed by legislation or regulation, public organizations can influence the customer experience, and the rising focus on citizen engagement mandates they do so.
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