I’ve been experimenting for the past year or so with several proactive assistant apps to guide my day — they remind me to get on conference calls with clients, offer to text participants if I'm running late to an in-person lunch, and keep me in touch with friends and colleagues. Some of these apps also integrate Salesforce, Yammer, and BaseCamp for job-specific context and assistance.
Among the most popular apps, Google Now personalizes recommendations and assistance by applying predictive analytics to data stored in email, contacts, calendar, social, docs, and other types of online services users opt in. Other examples include Tipbit applying predictive analytics to make a more intelligent inbox, and EasilyDo using the notification system to recommend ways to automate common everyday tasks. Expect Labs is tackling this space from the other end of the spectrum, offering an intelligent assistance engine for enterprises to plug into and add proactive features to their own apps.
Here’s what we think:
• Vendors will experience burnouts and early customer frustration, much like in voice recognition. In the music industry, it’s said that an artist is only as good as her last hit. We saw that analogy apply to voice recognition when users got frustrated at Siri as soon as she failed once on them. Expect a similar dynamic with all types of predictive apps.
Symantec held its EMEA Industry Analyst Conference in the UK recently. Symantec saw targeted attacks increase by 42% during 2013. Although it’s always mentioned among the top concerns by businesses in surveys, security is still often treated in a somewhat blasé way by many of those businesses in reality. We took several messages away from Symantec’s conference:
Security is not just a simple IT issue but has wider business implications. Digital security has many facets, including cybercrime and online privacy. Security is an economic and societal dimension for the digital ecosystem. Just think of privacy legislation -- customers expect the businesses with which they interact to adhere to it. This also means that the future security manager will be someone who understands business requirements and employee wishes well enough to balance them against specific security threats and compliance obligations. The security officer who just “shuts the gates” and says “no” to requests like accessing video websites or installing software is damaging to what we call the connected business.
Much has been written and debated about the rising popularity of bring-your-own-device (BYOD) throughout the world. The subject continues to cause headaches for European companies. Our latest research with HR professionals, IT professionals, and suppliers in Europe reveals that:
The business climate in Europe does not favor BYOD deployment.The threat of cost explosions due to cross-border data roaming inhibits BYOD programs; mistakes like putting a BlackBerry SIM into an unauthorized smartphone can cause massive bill shock. Employment regulations, data protection laws, and tax laws inhibiting flat budget models also raise barriers. Finally,asking employees to shoulder responsibility for security andlimited support for private devices endangers business continuity.
BYOD in Europe is happening by accident. European employees are unsatisfied with corporate devices and want to use their own — but according to the Forrsights Telecom And Mobility Workforce Survey, Q2 2013, only 6% of them are willing to pay the full cost of a mobile or smartphone used for business purposes. Official BYOD policies remain the exception rather than the rule. Only 15% of European mobility officers surveyed have gone beyond a pilot phase; fewer than 9% include tablets.
Privacy is on trial in the United States. Legal activist Larry Klayman asked US District Judge Richard J. Leon to require the NSA to stop collecting phone data and immediately delete the data it already has. His argument was that US citizens have a right to privacy and this is a violation of the Fourth Amendment of the Constitution protecting citizens from illegal search and seizure. Monday's ruling that this practice is unconstitutional has privacy activists cheering in the streets, but it will not be a lasting victory.
In the United States, there is not a single privacy law on the books. (You can argue that HIPAA is a privacy law, but nuances exist that can lessen its impact.) What is protected has come from judgments based on the application of the Fourth Amendment regarding search and seizure. US citizens were given "privileges,” thanks to Richard Nixon, which say we have an expectation of privacy when using a phone, which basically means that the government has to get a warrant for a wiretap. (It’s worth noting that in the UK, they don’t get that privilege.)
The majority of large organizations have either already shifted away from using BI as just another back-office process and toward competing on BI-enabled information or are in the process of doing so. Businesses can no longer compete just on the cost, margins, or quality of their products and services in an increasingly commoditized global economy. Two kinds of companies will ultimately be more successful, prosperous, and profitable: 1) those with richer, more accurate information about their customers and products than their competitors and 2) those that have the same quality of information as their competitors but get it sooner. Forrester's Forrsights Strategy Spotlight: Business Intelligence And Big Data, Q4 2012 (we are currently fielding a 2014 update, stay tuned for the results) survey showed that enterprises that invest more in BI have higher growth.
The software industry recognized this trend decades ago, resulting in a market swarming with startups that appeared and (very often) found success faster than large vendors could acquire them. The market is still jam-packed and includes multiple dynamics such as (see more details here):
All ERP and software stack vendors offer leading BI platforms
. . . but there's also plenty of room for independent BI vendors
Departmental desktop BI tools aimed at business users are scaling up
Enterprise BI platform vendors are going after self-service use cases.
Cloud offers options to organizations that would rather not deal with BI stack complexity.
Hadoop is breathing new life into open source BI.
The line between BI software and services is blurring
Now that WeChat has more than 100 million overseas subscribers, Tencent, China’s leading web content provider, faces a new challenge: improving the experience of its customers outside of China. Steep rises in content consumption — largely driven by the increasing use of mobile devices to access services and information — represent a significant opportunity for content companies like WeChat to go global. To achieve this, Tencent has made positive steps in boosting its investment in data centers and networking outside of China.
To improve its user experience in the rest of Asia, Tencent recently announced that it will colocate one data center in Hong Kong and has chosen Equinix to operate it. This is already the second node that Tencent has built outside of mainland China; the first was implemented in Canada to serve North American users.
As an Internet company that operates its own large data centers in mainland China, Tencent has deep experience in data center construction and management and has leveraged this experience to develop best practices and key criteria for data center provider selection. These include:
Networking and interconnection options. As Tencent intends to rapidly expand its business into more countries, it needs carrier-neutral data center providers to offer the necessary connectivity options. For its Hong Kong implementation, Tencent used Equinix to optimize transit routes to achieve lower latency and better connect users inside and outside of mainland China; the data center provider can access multiple networks and peer with members of the Equinix Internet Exchange.
Disclaimer: I am not a political analyst, and this post is not intended to promote any political party.
December 8 was an historic day for Delhi: The Aam Aadmi Party (AAP), which arose from the anti-corruption movement of Anna Hazare a year ago, achieved a spectacular result in Delhi’s assembly elections — one far beyond anyone’s expectations. The party won 39% of the total assembly seats, sending Congress (which is India’s oldest party and had ruled Delhi for the past 15 years) plummeting to third place.
AAP’s rapid rise and strong showing highlight a fundamental shift in India’s political system toward citizen engagement and empowerment, especially in urban and semiurban areas. In particular, India’s youth are ready to take risks to realize their hopes and aspirations. About 350,000 18- and 19-year-olds have recently joined the voter rolls and saw in AAP the possibility to change the existing political system. And AAP was in tune with them, putting volunteers to work on social media platforms to connect with citizens on issues like corruption.
Indian CIOs should sit up and take heed, because just as empowered citizens can disrupt traditional politics, digitally empowered customers will disrupt businesses in every industry. Forrester calls this the age of the customer, and we define it as:
A 20-year business cycle in which the most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers.
You must prepare to deal with this disruption and understand what you must do to make your organization customer-obsessed:
As the second largest economy in the world, China is moving toward digital faster than anyone can imagine. The number of online buyers in China alone will reach 356 million in 2014 — surpassing the total US population. In addition, the value of China’s online retail market reached $294 billion in 2013, the first time it’s ever taken over the US market, which is estimated at $262 billion. However, the experience that Chinese consumers are receiving in digital media, either on PC or mobile, is still far behind many mature markets.
At the same time, the Chinese economy is slowing down; annual GDP growth will slow from 10% in 2010 to a probable 7% in 2014. The slower economic growth is a challenge for multinational companies and local enterprises to win customers, be it in tier one or tier six cities. Under such circumstances, we believe that China has entered the “age of the customer,” which Forrester defines as “a 20-year business cycle in which the most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers.”
There is a 14-dog race going on, with a goal to win the wallets of the enterprise for mobile security spend. When lined up in the starting blocks, the racers may all seem to have equal chances, but a few are better poised to cross the finish line first and bask in the glory of the winners' circle. Three of these technologies are the odds-on favorites to lead from start to finish, with the rest of the racers struggling to remain relevant.
Coming off the starting block with the "holeshot" are the mobile device management vendors. With huge engines of revenue, large customer counts, and first-mover advantage, this dog is the odds-on favorite to take the championship trophy. Mobile device management vendors are already expanding their technologies and products into security platforms to diversify their rapidly commoditized product offerings. The move is paying off for the biggest and toughest MDM participants in the race, giving them the early, and potentially insurmountable, lead.
On December 10, Google announced that it is scrapping plans to build a data center in Hong Kong. Instead, it will double its planned investment in its Taiwan data center to $600 million. This undoubtedly worsens the already grave situation for about 32,000 Google Apps users in mainland China, as Google never officially launched Google Enterprise solutions for customers there.
Google Apps for Business users in mainland China have long faced challenges connecting to Gmail, Google Drive, and Google Sites. Previously, I predicted that Google would improve its relationship with the Chinese government and offer Google Enterprise (including Google Apps) from its new Hong Kong data center in 2014, improving customers’ access to the service. However, this week’s news has killed any hope of that happening.
This has a few implications for customers in mainland China and Hong Kong:
Uncertainty around Google’s Enterprise Business and Google Apps strategy will kill new business.When you don’t understand a vendor’s local sales and support strategy, you’re not likely to include it on your shortlist. Google faces losing new business from companies based in mainland China and Hong Kong companies with a mainland presence.
Enterprises planning to adopt cloud-based email and collaboration suites will look elsewhere.Google Apps isn’t the only suite option. Microsoft now offers Office 365 services in mainland China via a local data center in Shanghai. And local Chinese vendors like Tencent, Sina, and 163 provide more competitively priced hosted services.