Telstra's Creative Use Of Bandwidth Raises Its Customer Experience Game

Clement Teo

Have you ever wondered if your home broadband is being effectively utilized? What if you could squeeze more out of your data allowance when outside your home? Telstra may have cracked this problem in Australia: It will invest more than A$100 million to build a nationwide Wi-Fi network as part of a strategy to increase connectivity in the places Australians live, work, and visit, including cafes, shops, sports grounds, and transport hubs.

The strategy aims to offer all Australians — whether or not they’re Telstra customers — access to 2 million Wi-Fi hotspots across the nation within five years. Telstra home broadband customers can install new gateways that allow them to securely share a portion of their bandwidth with other Telstra Wi-Fi customers in exchange for broadband access at Telstra hotspots across the nation. Non-Telstra customers can purchase daily hotspot access. The network, scheduled to launch in early 2015, will also reach overseas; an exclusive deal recently concluded between Telstra and global Wi-Fi provider Fon will allow people to connect at more than 12 million hotspots worldwide.

What It Means

Telstra has been at the forefront of improving the telco customer experience; its CEO, David Thodey, has been a major driving force behind that. This has put Telstra’s local competitors on notice and provides valuable lessons in how to raise the customer experience game:

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Nearly Half Of Indian CMOs Are In Search Of New Digital Vendors

Manish Bahl

I have recently published a report and series of blog posts highlighting CMO tech spending trends in India and what these trends mean to CIOs in the country. In this post, I will touch upon the emerging marketing technology landscape as a result of rising CMO tech budgets that both provide opportunities for and pose threats to CIOs.

Our research shows that nearly 50% of Indian CMOs are in search of new suppliers with specialized technologies and processes to build new digital engagement systems, such as mobile apps, social media applications, or customer loyalty management solutions. The marketing technology landscape is rapidly increasing in complexity, which is having multiple effects (figure below):

                                                                 

  • Software players are now targeting CMOs’ tech budgets with marketing-savvy offerings. For instance, Adobe, IBM, Oracle, and salesforce.com have invested a total of more than $20 billion in marketing technology M&A over the past three years.
  • Major Indian tech services firms are also gearing up to target digital opportunities.
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Microsoft's New Surface Makes A Strong Case For Device Consolidation

JP Gownder

Yesterday, Microsoft released the Surface Pro 3, a 12" touchscreen device billed as "the tablet that can replace your laptop." Sporting some hard-core computing bona fides (including Intel processors and Windows 8.1) and new innovations (like an active stylus that activates note-taking outside of the lock screen), the device in its third generation offers a new level of mobility despite having a larger screen than its predecessors in the Surface line. It's worth taking a look at:

Microsoft designed the Surface Pro 3 with a variety of seemingly incremental improvements that, once assembled in the same device, make it surprisingly innovative. In fact, you should think about it as quite a departure from the earlier Surface models. With this product, Microsoft makes its best yet argument for device consolidation for the workforce, potentially allowing some workers to stop carrying separate laptop and tablet devices in favor of Pro 3. For consumers, the Surface Pro 3 doesn't act as a substitute for popular 8" form factor tablets, but it might make for a good laptop replacement.

That's not to say it's (to quote the cliche) any sort of "iPad killer"; the starting price of a Surface Pro 3 is higher than the iPad's starting price. It's more like a successor to the laptop -- but one that takes mobility quite seriously. Altogether, it's likely to be popular among prosumers, BYOD consumers, and perhaps some other segments.

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Artificial Intelligence Needs More Than A Name, It Needs Personality

Michele Goetz

IBM's acquisition of Cognea, a startup that creates virtual assistants of multiple personalities, further reinforces that voice is not enough for artificial intelligence.  You need personality.

I for one cheer IBM's investment, because to be honest, IBM Watson's Jeopardy voice was a bit creepy.  What has made Apple's Siri intriguing and personable, even if not always an effective capability, is the sultry sound of her voice and at times the hilarity of Siri's responses.  However, if you were like me and changed from the female to male voice because you were curious, the personality of male Siri was disturbing (the first time I heard it I jumped).  Personality is what you relate to. 

The impression of intelligence is a factor of what is said and how it is delivered.  Think about how accents influence our perception of people.  It is why news media personalities work hard to refine and master a Mid-west accent.  And, how one presents themselves in professional situations says a lot about whether you can trust their judgment.  As much as I love my home town of Boston, our native accent and sometimes cold personalities have much to be desired by the rest of the country.  And we have Harvard and MIT!  Oh so smart maybe, but some feel we are not always easy to connect with. 

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Negotiating with Microsoft in June; do you take it to the wire or settle early?

Mark Bartrick

June is a such great month – the days are getting warmer, Wimbledon merges tennis with strawberries and cream, the kids are all pleasantly subdued while revising and sitting exams, the football World Cup is just around the corner, and (how could we possibly forget) it’s also Microsoft’s financial year end.

Many of you will already be in the throes of a negotiation with Microsoft for an Enterprise Agreement (EA) renewal. Or perhaps you are looking at the pros/cons of their Office 365 solution. If you’re planning to take the negotiation to the wire on June 30th in order to squeeze the very best deal at Microsoft’s year end, be aware that Microsoft would like you to dance to a different tune. They are pushing really hard to complete negotiations sooner rather than later. In fact, you might well have been told that Friday, June 20th is their deadline.

Microsoft will tell you that they need a few working days to get signed paperwork through their internal system in order to formally book the deal. While there is some truth in this, it’s also true that the Microsoft sales rep and their reseller doesn’t get commission until the deal has been booked and the revenue formally recognized – hence the pressure to get stuff signed by the 20th!

Whichever date you choose to conclude your negotiation, rest assured that the later it is in June then the more stressed your Microsoft rep will become.

Here are four tips to think about while you negotiate with Microsoft in June:

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Google Acquires Divide -- Shaking Up The Mobile Security Landscape

Tyler Shields

On May 19, 2014, Google announced that it is acquiring containerization and dual persona vendor Divide. Divide's technology is designed to create a security and user interface division between the personal and the enterprise content, applications, and data on a single mobile device. This model meets the goal of separating the highly sensitive work data from the games and other potentially malicious content of a consumer nature. The big question is what is Google going to do now that it owns a technology leading containerizaiton play.

Selling Divide as a standalone solution isn't going to be lucrative enough, in the long term, to make the acquisition worthwhile. It makes a whole lot of sense for Google to embed Divide into the Android operating system. Just as rising tides raise all ships, containerization in Android will help the entire Android ecosystem shed the market perception of a technology that isn't quite yet enterprise appropriate. If this acquisition is any indication, Google has just put some power behind its push into the enterprise market and I don't expect it to subside any time soon.

All enterprises and vendors in the mobile security space should reconsider their future purchases and road maps based on this acquisition. Even if you are creating or buying mobile security technologies that don't play at the application layer, mobile security technologies are inseparably intertwined and this acquisition will have ripple effects that must be considered.

Read more in my full report here: Google Acquires Divide And Shakes Up The Mobile Security Landscape.

Introducing Forrester’s Targeted-Attack Hierarchy Of Needs

Rick Holland

We recently published part 1 of a new series designed to help organizations build resiliency against targeted attacks. In the spirit of Maslow, we designed our Targeted-Attack Hierarchy Of Needs. One factor that significantly drove the tone and direction of this research was Forrester client inquiries and consulting. Many organizations were looking for a malware sandbox to check off their targeted attack/advanced persistent threat/advanced threat protection/insert buzzword needs. Malware analysis has a role in enterprise defense, but focusing exclusively on it is a myopic approach to addressing the problem.  

Part 1 of the research is designed to help organizations broaden their perspective and lay the foundation for a resilient security program. Part 2 (currently writing at a non George R.R. Martin pace) will move beyond the basics and address strategies for detecting and responding to advanced adversaries. Here is a preview of the research and the six needs we identified: 

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How Cloudy Are Your Cloud Service Provider Partners?

James Staten

There’s no shortage of companies these days calling themselves cloud service providers (CSPs) but are they really? And if not, what value do they bring to your portfolio and the cloud landscape?
Following up on our recent cloud services market forecast, our latest report helps CIOs understand the CSP market landscape. It breaks down the CSP market into its three tiers (see Figure 1 below) and its various business model approaches so you can evaluate your existing and potential partners and understand what value they will bring. The market is composed of three tiers of providers, based on size, investment and R&D capabilities and geographic reach. The market was historically dominated by traditional managed service providers (before cloud came into vogue) but the market is heavily under disruption today by the pure-play cloud providers. In addition to SaaS providers, “SaaS” providers, cloud platforms and “cloud platforms” there are a slew of CSPs who may not deliver cloud services themselves but can make it easier for you to consume true clouds. 

The CSP market is three-tiered and under disruption by pure-play cloud providers

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The Collaborative Economy Will Drive Business Innovation And Growth

Dan Bieler

Over the past two decades, the Internet has triggered a tectonic shift in the concept of networking — one that has redefined how companies market and sell products. More recently, social media, mobile, and cloud have fundamentally changed the concept of collaboration, enabling businesses, employees, customers, and partners to continuously interact with each other to create innovative new products and services and enhance existing ones. Rising customer expectations and faster product life cycles are forcing companies to adapt to a new style of business: “the collaborative economy.” My new report outlines the core dynamics of the collaborative economy and the implications for CIOs and their business partners:

  • Collaboration is much more than unified communications. It’s not sufficient for the CIO to roll out a unified communications solution; technology solutions alone do not change business processes or support employees’ changing collaborative behavior — let alone alter business models. A modern collaboration strategy requires CIOs to make organizational adjustments in addition to technology planning.
  • Collaboration is becoming part of the corporate strategy. A modern collaboration platform is the foundation for better innovation, faster processes, and greater employee satisfaction, which lead to happier customers and new revenue opportunities. We believe that modern collaboration is part of competitive advantage — and leading CIOs must support it as part of their group strategy.
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Cloud Is Becoming A Key Feature Of The BI And Analytics Landscape

Martha Bennett

“Business Intelligence in the cloud? You’ve got to be joking!” That’s the response I got when I recently asked a client whether they’d considered availing themselves of a software-as-a-service (SaaS) solution to meet a particular BI need. Well, I wasn’t joking. There are many scenarios when it makes sense to turn to the cloud for a BI solution, and increasing numbers of organizations are indeed doing so. Indications are also that companies are taking a pragmatic approach to cloud BI, headlines to the contrary notwithstanding. Forrester has found that:

·         Less than one third of organizations have no plans for cloud BI. When we asked respondents in our Forrsights Software Survey Q4 2013 whether they were using SaaS BI in the cloud, or were intending to do so, not even one third declared that they had no plans. Of the rest, 34% were already using cloud BI, and 31% had cloud in their BI plans for the next two years.  But it’s not a case of either/or: the majority of those who’ve either already adopted cloud BI or are intending to do so are using the SaaS system to complement their existing BI and analytics capabilities. Still, it’s worth noting that 12% of survey respondents had already replaced most or all or their existing BI systems with SaaS, and a further 16% were intending to do so.

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