Are providers adapting to managed services for the megaclouds in 2016?

Robert Stroud

“Enterprise-Cloud”, reality or marketing term?

First we need to define what we mean by “enterprise cloud”. For this definition, the minimal criteria set includes: robust security, reliable performance, disaster recovery, growing set of services, constantly investing and a great and growing ecosystem of partners.  Based on this definition (along with the tremendous growth in public cloud), then all of the public cloud leaders are indeed “Enterprise-class”. In short, the term "Enterprise-class" is fundamentally a term targeted to allay the cloud fears of enterprise technology managers.

Providers are adapting to offer managed services for the megaclouds.

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Age Of The Customer Drives Investment In Business Intelligence Tools

Jennifer Adams

In the age of the customer, customer-obsessed firms serious about personalizing customer experience invest in business intelligence (BI) and analytics tools.  Companies collect more and more data on their clients today. BI software is increasingly important to extract information from the raw data, revealing insights. Analytics software tools go beyond traditional reporting and analysis to anticipate customer behavior and provide real-time insights.

In our recently published Business Intelligence And Analytics Software Forecast (Global), 2015 to 2020, we take a more in-depth look at the market’s growth potential. We expect the global BI and analytics software market to grow at a 12% CAGR over the 2015 to 2020 period.

The traditional BI market has matured, but still offers a significant growth opportunity. While business intelligence software is not a new product, Forrester projects robust growth for the solution. As we move into the Internet of Things era, an exponential increase in the number of connected devices will drive demand for BI software tools to understand the information. We expect the BI software market to grow at a 9% CAGR over the forecast period.

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2016 – Hyperconverged Solutions With Containers To Become The “Norm”!

Robert Stroud

Containers are all the rage!

Over the past year Containers such as Docker have generated tremendous interest and uptake among well-known cloud providers, who use them to deliver some of the largest and most popular cloud services and applications. Container adoption is being driven by the promise that containers deliver the ability to “build once and run anywhere", allowing increased server efficiency and scalability for technology managers.

Hyperconvergance growing in adoption

A second trend developing at a similar rate is the adoption of Hyperconverged platforms. Hyperconverged platforms architect compute, storage and network together as a complete system (whether physical or virtual). Blending ease of use, scalability, and integration into easily consumable webscale building blocks which allows infrastructure and operations (I&O) leaders to spend less time engineering and tuning fundamental infrastructure and more time putting capabilities in the hands of their firms' customers.

Hyperconvergance leveraging Containers, the perfect Cloud match

The growth of containers and Hyperconverged solutions with containers is emerging and in 2016 will become commonplace.This combination will yield the most flexible application packaging yet. AWS, CoreOS, Docker, Google, Mesosphere, Red Hat, VMware, and the various OpenStack players will lead the way. Hyperconverged infrastructure will be the foundation because it provides great flexibility with underlying resources in the pool for cloud services.

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ForecastView Meets Business Technology

Jennifer Adams

Welcome to my blog!

I joined Forrester recently as a senior forecast analyst on the ForecastView team focusing on business technology (BT) topics. What is ForecastView you ask? It’s a Forrester product that puts the numbers around our research reports by publishing a five-year quantitative outlook. To learn how our forecasts can help you with your investment decisions, read our ForecastView overview.

Our BT forecast team takes a look at cloud, security, IoT, business intelligence, marketing ad technology, Big Data, and other hot topics in the BT space. We launched our ForecastView BT bundle in 2015. In case you missed it, our three 2015 forecasts examined eCommerce platforms, cloud security, and API management. Some highlights:

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IBM Opens Its Global Watson IoT Headquarters In Munich

Dan Bieler

IBM opened its global Watson Internet of Things (IoT) headquarters in Munich this week. It is hardly unusual for this quintessential global business to open research centers on a global scale. But the decision to move the HQ for one of the most dynamic areas of the digital transformation arena to Munich is noteworthy for several reasons. The move underlines that:

  • IoT has a very strong B2B component. Yes, IoT will play a role in consumer segments such as the connected home. But connectivity limitations and costs, compliance, and security will put many IoT ambitions in the consumer space to rest. The real action will be in the B2B space, where IoT will be elemental to drive activities like predictive maintenance, fleet management, traffic management, supply chain management, and order processing. Forrester expects the market size for B2B eCommerce, of which IoT is a subset, to be about twice that of B2C by 2020.
  • IoT and big data are closely intertwined. The real value of IoT solutions will not come from the hardware components of connected assets but from the data they generate and consume. In order to manage and make sense of the data that connected assets generate, cognitive systems and machine learning will play a fundamental role for the evolution of IoT. “Employing” Watson in the IoT context elevates IBM’s role in the IoT market significantly.
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Enterprise And Midsize Customer Service Solutions - What's The Difference?

Kate Leggett

When looking to purchase a customer service solution, buyers have to remember that more features is not better; many times more is just more. In fact, when you don't need or can't use extra features, more is sometimes worse.

With this in mind, we see that customer service solutions fall into two primary groups to choose from: 

  • Customer service solutions for enterprise organizations. Customer service vendors focused on large organizations — organizations with typically 1,000 or more agents who are primarily phone agents — offer robust case management, agent guidance in addition to CTI integration, reporting, analytics and data management capabilities. These vendor solutions can scale to serve very large agent populations, in the tens of thousands or higher. These products have been traditionally been sold as on-premise products, but many deployments are now shifting to the cloud. Many vendors offer deeply vertical solutions, and have pre- and post-sale company resources dedicated to support their vertical products. Vendors in this category also target midsize organizations, offering prepackaged versions of their solutions with more affordable price tags. The leading vendors in this category are highlighted our most recent Customer Service Wave for enterprise organizations.
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The Forrester Wave: Customer Service Solutions For Enterprise Organizations, Q4 2015

Kate Leggett

The customer service vendor space is a mature space. Yet there have been many changes in the last five years and clearly more to come. Two driving factors will accelerate these changes:

  • Big fish eat little fish, and each bite broadens the reach of the big fish. The customer service market has consolidated in the last five years. Big vendors like Microsoft, Oracle, Salesforce and SAP have made acquisitions to round out their core customer service or broader CRM portfolios.
  • Vendors from adjacent markets emerge as competitors. The most interesting disruptor to the current customer service market is coming from cloud contact center providers. They provide an end-to-end solution for customer service: a unified communications infrastructure, routing, and queuing engines for omnichannel interactions. Many offer integrated workforce optimization for agent quality management, scheduling, and forecasting. They also have lighter-weight agent desktops that can be easily hardened or acquired. These vendors were not included in this years wave, but they may well be candidates for the next evaluation round.
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Architect Your Predictive Analytics Capability To Unleash The Power Of Digital Business

Charlie Dai

Predictive analytics has become the key to helping businesses — especially those in the highly dynamic Chinese market — create differentiated, individualized customer experiences and make better decisions. Enterprise architecture professionals must take a customer-oriented approach to developing their predictive analytics strategy and architecture.

I’ve recently published two reports focusing on how to architect predictive analytics capability. These reports analyze the trends around predictive analytics adoption in China and discuss four key areas that EA pros must focus on to accelerate digital transformation. They also show EA pros how to unleash the power of digital business by analyzing the predictive analytics practices of visionary Chinese firms. Some of the key takeaways:

  • Predictive analytics must cover the full customer life cycle and leverage business insights. Organizations require predictable insights into customer behaviors and business operations. Youmust implement predictive analytics solutions and deliver value to customers throughout their life cycle to differentiate your customer experience and sustain business growth.You should also realize the importance of business stakeholders and define effective mechanisms for translating their business knowledge into predictive algorithm inputs to optimize predictive models faster and generate deeper customer insights.
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Your Digital Experience Technology Strategy Starts With A Customer Journey Map

Ted Schadler
In a recent Forrester survey of 1,821 enterprise business and technology decision-makers, we learned that the top three investments firms are making in customer experiences are in digital customer experiences. 55% prioritize online experiences; 41% are adding or improving mobile experiences; and 39% are improving cross-channel experiences.
 
None of that happens without big investments in digital experience technology. As firms like Rewe Group, The Home Depot, Schneider Electric, and Westpac have learned, digital experience strategy shapes the technology you need — an investment that can take five years and cost between $20 million and $200 million. 
 
Application development and delivery professionals should follow the lead of customer experience teams and start with a customer journey map highlighting the digital interactions. We have just published the strategy report, the first of three reports in a planning sequence from our digital experience delivery playbook
 

Four Themes Drive Digital Experience Technology Strategy

To find out how advanced firms are building their digital experience strategy, we interviewed technology executives and their marketing and business counterparts in eight enterprises. We also interviewed 13 software vendors, digital agencies, and systems integrators. We found four consistent investment themes among these experts:

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Answering The Question: What Are The Real And Frightening Risks Within Healthcare Security?

Christopher Sherman

Connected medical devices are transforming healthcare. Unfortunately, security is too often an afterthought for the clinical engineering and business technology (BT) management teams implementing these revolutionary new technologies. In a recent report, Forrester predicted that 2016 will be the year we see ransomware for a medical device or wearable. This is a delicate thought, considering: 1) the Healthcare Industry is actually behind on data security compared to other industries and 2)  the FBI highlighted the risk posed to medical devices in their recent public service announcement: Internet Of Things Poses Opportunities For Cyber Crime.

This research initiative seeks to answer the following: Are there real threats posed by the emergence of connected medical devices? What can you do to protect your patients and employees from life threatening breaches? Is there an underground market for medical device exploits? This research will publish in early 2016 and will be featured in my talk at the RSA Conference this March.

We are looking for research interview candidates to support this initiative, specifically security professionals working in a healthcare setting or medical device security vendors with current solutions on the market. In exchange for your time, we will provide you with a complimentary copy of the final research. While anyone who participates will have the opportunity to be listed as an interviewee in the final report, all interviews will be treated as confidential unless expressly instructed otherwise.

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