Covering Cloud Computing From Europe For Forrester’s CIO Role

Hello from the newest analyst serving Forrester Research’s CIO role. My name is Paul Miller, and I joined Forrester at the beginning of August. I am attached to Forrester’s London office, but it’s already clear that I’ll be working with clients across many time zones.

As my Analyst bio describes, my primary focus is on cloud computing, with a particular interest in the way that cloud-based approaches enable (or even require) organizations to embrace digital transformation of themselves and their customer relationships. Before joining Forrester, I spent six years as an independent analyst and consultant. My work spanned cloud computing and big data and I am sure that this broader portfolio of interests will continue into my Forrester research, particularly where I can explore the demonstrable value that these approaches bring to those who embrace them.

I am still working on the best way to capture and explain my research coverage, talking with many of my new colleagues, and learning about potential synergies between what they already do and what I could or should be doing. I know that the first document to appear with my name on it will be a CIO-friendly look at OpenStack, as the genesis of this new Brief lies in a report that I had to write as part of Forrester’s recruitment process. I have a long (long, long) list of further reports I am keen to get started on, and these should begin to appear online as upcoming titles in the very near future. I shall also be blogging here, and look forward to using this as a way to get shorter thoughts and perspectives online relatively quickly. I’ve been regularly blogging for work since early 2004, although too many of the blogs I used to write for are now only preserved in the vaults of Brewster Kahle’s wonderful Internet Archive.

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It's Time To Bring Your Digital Experiences To The Cloud

Ted Schadler
Despite the hype of marketing clouds, the full suite of software found in digital experience (DX) platforms has been slow to move to the cloud. Fortunately, digital experience platform vendors like Acquia, Adobe, EPiServer, and SAP hybris are now embracing the cloud to deploy and operate their software. Cloud DX stalwarts like Automattic, Crownpeak, and DNN are growing rapidly. Disruptive players like Weebly, Wix, and Squarespace are zooming up from the bottom to empower practitioners. And service providers like Deloitte, Razorfish, and SapientNitro have repositioned their managed hosting options as more cloud-like DX platforms.
 
But what cloud benefits do vendors and service providers actually deliver? That's been tough to nail down. In a new Forrester report, we clarify the scary terminology for digital experience platforms in the cloud, articulate the benefits that come from each cloud model, and prod the vendors you rely on to simplify how they talk about their cloud services (see Figure 1). With this report, we also announce our deeper investigation into how the cloud will disruptively improve digital experience platforms.
 
  • It's time to bring your digital experiences to the cloud. Companies can run a chunk of their digital experience platform in the cloud and deploy new sites in weeks or days. Deploying that same functionality on-premises can take months or years. If you are a marketer or developer with an immediate need -- and if a decent cloud solution is available -- you'll take the cloud, thank you very much.
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Don't Throw Hadoop At Every BI Challenge

Boris Evelson

The explosion of data and fast-changing customer needs have led many companies to a realization: They must constantly improve their capabilities, competencies, and culture in order to turn data into business value. But how do Business Intelligence (BI) professionals know whether they must modernize their platforms or whether their main challenges are mostly about culture, people, and processes?

"Our BI environment is only used for reporting — we need big data for analytics."

"Our data warehouse takes very long to build and update — we were told we can replace it with Hadoop."

These are just some of the conversations that Forrester clients initiate, believing they require a big data solution. But after a few probing questions, companies realize that they may need to upgrade their outdated BI platform, switch to a different database architecture, add extra nodes to their data warehouse (DW) servers, improve their data quality and data governance processes, or other commonsense solutions to their challenges, where new big data technologies may be one of the options, but not the only one, and sometimes not the best. Rather than incorrectly assuming that big data is the panacea for all issues associated with poorly architected and deployed BI environments, BI pros should follow the guidelines in the Forrester recent report to decide whether their BI environment needs a healthy dose of upgrades and process improvements or whether it requires different big data technologies. Here are some of the findings and recommendations from the full research report:

1) Hadoop won't solve your cultural challenges

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Finding the Best Developers: Separating the Me’s From the We’s

Dominique Whittaker

Everywhere you go, you hear the news stories about the talent shortage of qualified software developers. This isn’t just a Silicon Valley problem or even a US problem----it’s a global problem. We have an explosion in demand for talented software developers and higher education institutions unable to keep up with that demand. This is only going to get worse. You need software developers to win, serve, and retain customers. But so does everyone else, so you need to make sure your organization is the one people want to work for.

 

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Orange Must Intensify Its Transformation

Dan Bieler

Orange hosted its analyst event in Paris in July 2015, detailing its Essentials 2020 strategy for business customers. Central to Orange’s Essentials 2020 strategy is:

  • Pushing its customer experience capabilities. Orange shared its ambition to make its entire organization listen to its customers more effectively. In our opinion, Orange is one of the more CIO-focused telcos. One of Orange’s key goals is to support the CIO in regaining control over technology projects that have been lost to line-of-business (LOB) managers, who launch technology projects outside the CIO’s remit. Importantly, Orange also told us that it is working increasingly with LOB managers.
  • Driving the cultural transformation of Orange itself. Orange must become braver to disrupt itself. This includes bringing in new perspectives and experiences from outside, including other sectors. There are some encouraging signs that this is beginning to happen. For instance, Orange Business Services recruited its deputy CEO, Laurent Paillassot, from the financial services sector and put the American Diana Einterz in charge of its French Major Accounts.
  • Enhancing its digital solutions. Orange recognizes the greater role of software and data in its customers’ and its own business models. At the event, Orange demonstrated a number of interesting digital solutions in the Internet-of-Things (IoT), mobile, and healthcare spaces, which equal those of its leading telco peers.
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Coming Of Age, Not Mid-Life Crisis: Cities Are Ready...

Jennifer Belissent, Ph.D.

Smart cities are a myth.  But cities are now finally ready to invest in new technology.  No, I don’t find those two sentences contradictory. Yes, I do finally feel like the hype of smart cities is fading.  And, yes, I do think the promise still holds much potential for cities. But boy have I tired of hearing smart, smart, smart, smart, smart (somehow 5 times sounded right to me, or should I say sounded “smart”). 

Back in 2010 I wrote a lengthy report on the smart city opportunity for vendors. At the time my research was focused on vendors, and as the vendors were all worked up about smart cities it made sense to put some structure around the opportunity.  What were the primary market drivers?  What issues were cities currently facing or expecting to face in the future?  Anyone who has attended a talk on smart cities knows the drill ad naseam:  population explosion, urbanization, startling impact on city services (transportation, waste and water management, public safety, health, education etc.)  And, I’m just as guilty.  The slide at the right was from my first webinar on smart cities in 2010.

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Forrester’s Security & Risk Spotlight – Enza Iannopollo

Stephanie Balaouras

Forrester’s Security & Risk Analyst Spotlight - Enza Iannopollo

All Forrester S&R analysts consider the security and privacy implications of how today’s digital businesses collect, store, use, and transmit sensitive data about their customers, but Enza Iannopollo has made it her mission to understand these implications in detail. Her research focuses on the impact of Internet regulations and data privacy issues on digital business models, as well as the technologies that underpin them. Her research coverage also includes privacy implications in the context of cloud computing, analytics, and the Internet of Things. When you get a chance, please schedule an inquiry with Enza and ask her if privacy is dead.

Enza Iannopollo Image

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Choose Your Chat Vendor From These 5 Categories

Kate Leggett

Customers are increasingly leveraging chat. But its difficult to determine what chat vendor solution to use as the market is crowded and chat vendors offer a breadth and depth of capabilities. Forrester groups chat vendors into 5 broad categories based on how their customers use these technologies. They are:

  • Standalone Chat Vendors.  These vendors  provide full-featured chat solutions that are easy to deploy and can support  to small to midsize chat teams, but rarely are used by large teams. They tend to be purchased by eBusiness, and eCommerce organizations.Representative vendors for this category include Netop, Olark, and Velaro.
  • Online engagement vendors. These vendors provide proactive and personalized customer interactions. Some use sophisticated proactive rules engines, while others use predictive analytics to target visitors and customers with offers, multimedia content, and chat invitations optimized for whatever device the visitor is using or to predict intent to optimize customer journeys. In these scenarios, chat aims to increase sales conversion, support customers in pre- and post-purchase scenarios, and increases customer satisfaction and brand loyalty.Representative vendors for this category include [24]/7,  LivePerson, BoldChat by LogMeIn, Needle, and TouchCommerce.
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Chat - Core To The Promise Of Effortless Service

Kate Leggett

Customers today simply want efficient, effortless service, and are increasingly using chat as a way to get to the information that they are seeking. Chat usage rates have risen in the past three years — from 38% in 2009 to 43% in 2012 to 58% in 2014. We find that all demographics - young and old - are comfortable with chat. Chat can cost less than a voice call, especially for organizations that allow their agents to handle multiple chat sessions simultaneously. Its no wonder that there are hundreds of case studies that showcase the power of chat.

The chat vendor landscape is crowded, and recently I profiled the capabililties of 21 vendors. Because of the wealth of vendors in this space, you have to be clear about your chat strategy, and your core requirements. Here are 5 questions to help you articulate your goals for chat.

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A focus on mobile app testing and how it affects app quality

John M. Wargo

Last year, Michael Facemire and Rowan Curran published a report entitled A Benchmark To Drive Mobile Test Quality. As a result of being the new guy on the team, I was asked to give that particular report a refresh. I scheduled a series of interviews and updated the report. It’s on its way into the editing process; I’ll post an entry here when it’s published.

Much of the report is targeted at QA and mobile app testing; there are some pretty interesting stories in the report that talk about how development organizations are integrating more sophisticated testing strategies into their continuous delivery pipelines. Mobile app testing has always been an interest of mine and working on that report allowed me to dig even deeper into the topic. What I learned is that there are a lot of new tools available to Application Development and Delivery professionals that allow them to more easily deliver higher quality, more thoroughly tested mobile apps.

As a result of that work, we’ve decided that I’ll continue to do research and write on that topic. I’ll soon begin work on an update to the existing Market Overview: Mobile App Testing report. Next, Diego Lo Giudice and I will begin work on a Forrester Wave on the topic. Stay tuned, I’ll post here when I have more solid delivery timelines for the reports.