Application Performance Matters! Not Just On Valentine's Day

Eveline Oehrlich

You are running from the office to your car to pick up the kids and while you are at it you think "OMG! Valentine's day is coming, I forgot to order the flowers for my wife."  You pull out your mobile phone and stop on the side of the road to log on to your favorite Valentine's specialty retailer - leveraging a mix of digital retailers which sell flowers (or candy or other items) and you want to order something.  Unfortunately, your favorite retailer is slow and the kids start complaining in the back seat and you must drive on.  Too late!  You are going to break hearts (ok maybe that is a bit too much) but certainly some of the retail vendors will experience a "break" in revenue.  If you are working for a retail vendor, Mobile Application Performance Management matters - not just on Valentine's day.  

See our recent report titled "Brief: Shopping Guide On Mobile Application Performance Management Solutions" so that you can get prepared.  Don't wait until Easter. 

It's Not Your Grandfather's Open Source BI Market Any Longer

Boris Evelson

There's never been a question on the advantages of open source software. Crowdsourcing, vendor independence, ability to see and in some cases control the source code, and lower costs are just a few benefits of open source software (OSS) and business model. Linux and Apache Hadoop are prime examples of successful OSS projects. It's a different story, however, when it comes to OSS BI. For years, OSS BI vendors struggled with growth because of:

 

  • The developer-centric nature of open source projects. The target audience for open source projects is developers, which means deals are mostly sealed by technology management. The industry, on the other hand, has gravitated toward business decision-makers within organizations over the last several years. However, business users are less interested in the opportunities that a collaborative open source community offers, and more concerned about ease of use and quick setup. Indeed, Forrester's research constantly finds evidence correlating business ownership as one of the key success factors for effective BI initiatives.
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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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SAP Is On The Right Track To Address The Pain Points Of Chinese Customers, But It Is Not On The Finish Line Yet

Charlie Dai

On February 9, SAP announced the launch of its next-generation enterprise process application, SAP Business Suite 4 SAP HANA (S/4HANA), in China. This is the third product launch event of SAP globally but it’s the first event during which the product is being launched with customer together.

From my discussions with Chinese customers during the event, I believe that SAP is on the right track to address their major concerns. However, enterprise architecture (EA) professionals in China should take a realistic approach when evaluating the feasibility of the architectural evolution of their enterprise process applications.

  • Chinese clients have suffered from complexity for a long time.As mentioned in my previous report, complexity is one of the key challenges that Chinese companies have faced in their drive to achieve business growth and product innovation, and product innovation must focus on simplicity to enhance customer experiences. This is particularly true when it comes to adopting mission-critical management software. It’s quite normal to hear complaints about the complex user interface, long implementation times, and the significant effort required to maintain and customize software; customization is much more popular and necessary in China than elsewhere due to the need for various types of localization.
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Join Our 2015 Digital Experience Delivery Survey

Anjali Yakkundi

Mark Grannan, Ted Schadler, Stephen Powers, and I recently launched our annual survey on delivering customer-facing web and mobile initiatives. If you're someone who is involved in delivering your firms web and mobile experience, we'd love to have you participate in this survey. If you're a vendor or services firm, we encourage you to circulate this survey to your customers or prospects! 

What do we hope to explore in this survey? Some of the questions we’d like to get answers to include:

  • What projects (if any) you have planned for this year.
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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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Is Big Data Enough? (Ramping Up For Strata In San Jose)

Brian  Hopkins

I’m ramping up to attend Strata in San Jose, February 18, 19 and 20th. Here is some info to help everyone who wants to connect and share thoughts. Looking forward to great sessions and a lot of thought leadership.

I’ll be setting aside some time for 1:1 meetings (Booked Full)

[Updated on 2/17] - I have set up some blocks of time to meet with people at Strata. Please follow the link below to schedule with me on a first come basis.

meetme.so/BHopkins_1on1_20Mins

[Update] - I booked out inside 2 hours...didn't expect that! I may open up my calendar for more meetings but need to get a better bead on the sessions I want to attend first. Shoot to catch me at breakfast, will tweet out when I'm there.

I’ll be posting my thoughts and locations on Twitter

The best way to connect with me at Strata is to follow me on Twitter @practicingea

You can post @ me or DM me. I’ll be posting my location and you can drop by for ad hoc conversations as well.

I’m very interested in your point of view - data driven to insights driven

I am concluding very quickly that “big data” as we have viewed it for the last five years is not enough. I see firms using words like “real-time” or “right-time” or “fast data” to suggest the need is much bigger than big data – its about connecting data to action in a continuous learning loop.

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Welcome back to integration technologies!!!

Henry Peyret

There’s a renewed interest in integration technologies due to new needs for integration to mobile, the Internet of Things (IoT), and cloud — but also because integration requirements betwen systems of engagement and systems of record are requiring realtime for seamless boundaries omnichannel, higher volume, with end-to-end security highlight the changes in integration practices. Forrester will soon publish a report about the integration trends around these subjects.

I am happy to pick up this subject again from Stefan Ried after being away from the space for the past six years. Stefan left Forrester in December and I regret his departure, because he was a very passionate analyst and a smart guy to work with.

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Understand The Promise Of Real-time Speech Analytics To Prepare To Overcome A (Large) Budget Hurdle

Ian Jacobs

“With the gift of listening comes the gift of healing.”

-Catherine de Hueck Doherty

We’ve all heard the canned notifications when we call companies for customer service: “this call may be recorded for security or quality purposes.” Most customer service organizations today record their phone interactions with their customers. Often those recordings just sit untouched on the digital equivalent of a dusty shelf in a storage closet. The recordings are there to ensure regulatory compliance or, in rare cases, to be pulled off the shelf in case of a major dispute with a customer.  In essence, the part of the notification about security rings true; the quality part, not so much.

But, as part of continuous improvement programs, companies have begun to change that by actually analyzing the recordings for quality purposes. That process of quality monitoring allows firms to select recordings for review and assessment. In forward-thinking organizations, the tools enable managers to replay agent screen actions, allowing evaluations to include screen activity in addition to voice content. Managers use these reviews to pinpoint which agents perform well, which need further training, and to identify processes that need to be refined.

Companies doing this basic form of quality monitoring, however, find they cannot change the outcome of those calls — the interactions are long since over. This is where the emerging field of real-time speech analytics comes into play. Vendors of real-time speech analytics tools promise to allow companies to intervene at the moment of truth, while the customer and the contact center agent are still talking.

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Build An Agile BI Organization

Boris Evelson

The battle of trying to apply traditional waterfall software development life-cycle (SDLC) methodology and project management to Business Intelligence (BI) has already been fought — and largely lost. These approaches and best practices, which apply to most other enterprise applications, work well in some cases, as with very well-defined and stable BI capabilities like tax or regulatory reporting. Mission-critical, enterprise-grade BI apps can also have a reasonably long shelf life of a year or more. But these best practices do not work for the majority of BI strategies, where requirements change much faster than these traditional approaches can support; by the time a traditional BI application development team rolls out what it thought was a well-designed BI application, it's too late. As a result, BI pros need to move beyond earlier-generation BI support organizations to:

  • Focus on business outcomes, not just technologies. Earlier-generation BI programs lacked an "outputs first" mentality. Those projects employed bottom-up approaches that focused on the program and technology first, leaving clients without the proper outputs that they needed to manage the business. Organizations should use a top-down approach that defines key performance indicators, metrics, and measures that align with the business strategy. They must first stop and determine the population of information required to manage the business and then address technology and data needs.
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