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:
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.
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.
“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.
No self-respecting EA professional would enter into planning discussions with business or tech management execs without a solid grasp of the technologies available to the enterprise, right? But what about the data available to the enterprise? Given the shift towards data-driven decision-making and the clear advantages from advanced analytics capabilities, architecture professionals should be coming to the planning table with not only an understanding of enterprise data, but a working knowledge of the available third-party data that could have significant impact on your approach to customer engagement or your B2B partner strategy.
Data discussions can't be simply about internal information flow, master data, and business glossaries any more. Enterprise architects, business architects, and information architects working with business execs on tech-enabled strategies need to bring third-party data know-how to their brainstorming and planning discussions. As the data economy is still in its relatively early stages and, more to the point, as organizational responsibilities for sourcing, managing, and governing third-party data are still in their formative states, it behooves architects to take the lead in understanding the data economy in some detail. By doing so, architects can help their organizations find innovative approaches to data and analytics that have direct business impact by improving the customer experience, making your partner ecosystem more effective, or finding new revenue from data-driven products.
I attended the Gainsight Pulse conference in San Francisco on May 14 which is a unique event for customer success managers to network, learn best practices, and understand the value of this role. You could feel the energy of the 900+ conference members, fueled by the fantastic 115 speaker roster featuring luminaries like Malcolm Gladwell, venture capital firms like Battery Ventures, Bain Capital Ventures, and Summit Partners, and companies like Salesforce, Marketo, LinkedIn, Zuora, Brainshark, Bazaarvoice, Evernote, Zendesk, Xactly, Box and many, many more. So, the question is what is customer success, why is it important, and why now?
The subscription economy - where products are purchased as services - has tipped. This is because monthly operational costs are often easier to rationalize than large capital expenditures. Industry segments like media and entertainment have moved to a subscription model. Other industries like publishing, computer storage are moving in this direction. This move to a subscription based delivery model is evident in B2B software, as highlighted in Liz Herbert’s TechRadar analysis of the SaaS market. Some software categories like SFA, eLearning, human capital management are almost exclusively sold via the SaaS delivery model. Others - like collaboration, customer service software and marketing automation software – are heading that way.
If you have implemented or used either application wrapping or containerization technologies, please COMPLETE THIS SURVEY.
Application wrapping versus containerization: Which technology provides better security to an enterprise mobile deployment? What are the use cases for each technology, and which technology has a longer shelf life when it comes to being the de facto standard for enterprise mobile security? Are there times when containerization provides a better user experience than application wrapping? And more simply speaking . . . what the heck is the difference between these two technologies, and which one should you purchase?
In the sport of boxing, "the tale of the tape" is a term used to describe a comparison between two fighters. Typically, this comparison includes physical measurements of each fighter as taken by a tape measure before the bout, thus the term "the tale of the tape." I'm currently conducting research for a "tale of the tape" report between mobile containerization technologies and mobile application wrapping. There has been a significant amount of discussion lately regarding which of these technologies is better suited for enterprise deployment. In order to settle this dispute, I'm going to get out the virtual tape measure and analyze the fighters!
Google recently announced an expansion of its Explorer Edition program to anyone in the U.S. — still at $1,500. This doesn't constitute the mass market release of the product; it's an incremental move to extend its beta program. I believe the move mostly benefits enterprise customers of the device — continuing Forrester's research call that Glass will be more successful among enterprise customers than among consumers, at least in the short term.
Recently, I've received a number of questions about wearables as they pertain to field service work. In the age of the customer, field service work has a direct impact on customer service. Think of the cable repair person. The top reason cable repair people fail to fix a problem with your cable service on the first visit is that they have never seen the specific problem before; it's a long tail of possible problems. Traditionally, the cable person would need to go back to headquarters and log a return visit -- inconveniencing the customer, who might have stayed home from work to meet the repair person, and harming the workforce productivity of the cable company's agents. It's lose-lose.
With wearables, cable companies and other companies employing field workers can increase the percentage of first-time fixes. Recently, ClickSoftware and FieldBitposted a video demonstrating one such solution:
IHG, owner of InterContinental Hotels Group, wants to fully inhabit the mobile moments of its hotel guests in their journey from booking to arriving to staying to departing. Bill Keen is the Director of Mobile Solutions at InterContinental Hotels Group. You can try out his app here. He shared his experiences making mobile a cornerstone of IHG’s customer strategy in this interview at Forrester's recent Technology Management Forum in Orlando, Florida. My take is that three things drive mobile mind shift success at IHG:
Bill and his team relentlessly focus on mobile moments that improve the guest experience, from booking in to in-room services.
Bill’s business team works side by side with the business technology team to build apps. Bill describes a special "team chemistry."
The multi-disciplinary team uses a sophisticated agile process to quickly extend things that work and fix things that don’t.
An explosion of data is revolutionizing business practices. The availability of new data sources and delivery models provides unprecedented insights into customer and partner behavior and enables much improved capacity to understand and optimize business processes and operations. Real time data allows companies to fine tune inventories and in-store product placement; it allows restaurants to know what a customer will order, even before they read the menu or reach the counter. And, data is also the foundation for new services offerings for companies like John Deere or BMW or Starwood.