AI Makers Will Squelch Free Speech

Mike Gualtieri

Artificial intelligence (AI) is real, albiet maturing slowly. You experience it when you talk to Alexa, when you see a creepily-targeted online ad, and when Netxflix turns you on toArtificial Intelligence Stranger Things. Oh yea, and that self-driving car over there is AI super-powered! AI is indeed cool, but many are scared about how it ultimatley may impact society. Stephen Hawking, Elon Musk, and even the Woz warned that "...artificial intelligence can potentially be more dangerous than nuclear war." In a nutshell, they are concerned about AI that may evolve to outsmart humans and kill people - a valid concern. But, I have another more terrifying concern that would likely be an insidious precursor to runaway, killer AI.

Billionaires And Tech Giants Will Censor AI

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Master The Cloud-Native Solution Ecosystem Of Container Software

Charlie Dai

Container technologies allow enterprises to create highly differentiated apps and services faster, with better quality and geographic reach, to create compelling customer experiences. They have quickly become an important element of digital business transformation for EA pros because they promise faster software delivery, tremendous scale, higher resiliency, greater flexibility, and broader implementation options. Everything about enterprise app infrastructures, development styles, and architectures is changing, and containers play a key role in each area.

However, Forrester’s TechRadar™ for business technology infrastructure found that containers and container management technologies are still in the Creation stage, meaning that some container components and management tools are immature and changing quickly. Companies must navigate a complex landscape of technology components to build, package, and deploy containers. To help tech management pros accelerate cloud evolution, I’ve recently published a report with Dave Bartoletti focusing on the software landscape for each layer in a typical container management software architecture. Some of the key takeaways:

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Effective Metrics Are Critical For DevOps and Agile Success

Robert Stroud

In the days of old, not very long ago, release cycles were measured in years —organizations were using “on-time” and “on-budget" as the mantra for project efficacy. Business today is compelled to deliver business technology in cycles of hours, or days. Faster cycles render not only tradition “waterfall” processes and silo based IT obsolete, it also renders traditional metrics ineffective! These arcane metrics no longer deliver the visibility and granularity tech pros need to fine-tune their delivery capability. The mission has transitioned to rapidly deliver high quality, high value solutions. For all, this is a significant shift from the past, when the main points of focus were schedule, cost, and efficiency. Modern software metrics — speed, quality, and value — are based on continuous feedback from business partners and customers.

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The Unicorn Explosion Continues

Ted Schadler

Last Spring, we predicted that we'd see carnage among tech unicorns, particularly in consumer markets. (How many food service companies and "Uber for X" companies do we really need?) We didn't (nor would we), however, predict when the carnage would come.

(Timing markets has never been in my golden gut; anticipating technology relevance is. Watches and body cameras, for example, will never be mainstream, nor will drones or curved TVs. Ping me and I'll explain why. Or do this cosmo quiz to make your own prediction for consumer technology.)

As reported (and powerfully visualized by CB Insights), Unicorns are crowding the market. Look at the density of Unicorn logos starting in February 2014, three short years ago. It's astounding. Why this proliferation? Why now? Why so dramatic?

 

I believe three things have created and propped up the Unicorn valuations of tech startups:

  1. If you're an investor, there's no place better to put your cash. The returns on real assets are small. The returns on exuberance (like big fancy new houses) can be large. So investors have lots of cash to place bets on startups that might just pop.)
  2. The recent election, with a hoped-for impact of deregulation and infrastructure spending, left the market energized about the potential for growth. The market's up. So the potential for healthy exits and IPOs (even ones without a clear revenue growth model such as Snap's) is up.
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Top Trends For Customer Service In 2017: Operations Become Smarter And More Strategic

Kate Leggett

In today's world, customers decide how customer-centric a company is. Good customer service should capture the fundamentals of a great experience: ease, effectiveness, and emotion

Looking ahead, Forrester sees 10 trends for 2017 that customer service professionals should take into account as they move the needle on the quality of service that they deliver: Here are six of them:

Customer service organizations address a smaller volume of simple voice-based customer contacts as they mature their self-service, automated engagement, and digital operations.

  • Trend No. 1: Companies extend and enhance self-service. Customers of all ages are moving away from using the phone to using self-service — web and mobile self-service, communities, virtual agents, automated chat dialogs, or chatbots — as a first point of contact with a company Dimension Data reports growth in every digital channel and a 12% decrease in phone volume. In 2017: Customer service will continue to invest in structured knowledge management and leverage communities to extend the reach of curated content. Service will become more ubiquitous, via speech interfaces, devices with embedded knowledge, and wearables for service technicians.
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Around the world, strong public cloud platform Leaders mask local complexity and difference

Paul Miller


(Public Domain image taken taken by US Astronaut Terry Virts, Jan. 30, 2015)

Towards the end of last year, Forrester published four tightly connected Wave evaluations. These assessed the 18 most significant providers of public cloud platforms, looking globally, in Australia and New Zealand, in Europe, and in China. Now we’ve published a fifth document, which digs into the trends we observe across all four regions. More on that in a moment.

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Not Only GDPR. A New Set Of Privacy Rules Is Here.

Enza Iannopollo

Just after a few months since the European Parliament approved the final version of the new General Data Protection Regulation (GDPR), the European Commission is working on updating yet another set of privacy rules. The European Commission published a new text  that, when approved, will replace the current ePrivacy Directive: the EU law that ensures confidentiality of communication and the protection of personal data in the electronic communications sector.

While the Commission plans to complete the reform process quickly enough to allow the new law to come into force in May 2018 together with the GDPR, the road ahead is long and tortuous. In fact, both the EU Councils of Ministers and the EU Parliament must agree and approve the final text.

While EU policy makers aspire to finalize a new version of the ePrivacy Directive that goes hand-in-hand with the GDPR, it’s a task for all companies to update their processes, technology, workforce's expertise, and oversight mechaninsms to comply with both sets of rules. To meet compliance requirements consistently and without redundancies, it’s crucial that firms understand what’s changing and how ahead of time. According to the proposed text, the new ePrivacy law will:

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2016 Privacy Lessons Learned And Looking Ahead To 2017

Heidi Shey

Each year at the end of summer, several members of Forrester’s Security & Risk research team look back at publicly reported breach events and data privacy violations of the previous 12 months to spot trends and identify cases to feature where we feel there are lessons learned for S&R pros. In 2016, this was a joint effort alongside my colleague Fatemeh Khatibloo from Forrester’s Customer Insights research team. Leading up to Data Privacy Day, I’d like to share some lessons learned from one of the five key trends we saw in our 2016 analysis.

The intersection of privacy and customer experience reminds us of the importance of collecting and managing consent, whether that involves collecting data to personalize an experience or marketing or another initiative we aim to pursue. We saw notable examples (Verizon Wireless! InMobi!) of how FCC and FTC actions in 2015 and 2016 converged on issues of consumer privacy and consent. In both cases, firms used tracking information to deliver targeted ads.

Lessons learned:

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Analyze This! Cisco Spends $3.7B To Buy AppDynamics

Cisco’s intent to acquire AppDynamics – officially announced on Wednesday Jan 25 2017 – is quite a surprise. Then again, it isn’t. 

It’s a surprise because AppDynamics was one day away from its IPO, giving nary a hint of courting a suitor.  That would be an awfully expensive and troublesome camouflage.  And if it was camo, it was amazingly airtight in this notoriously leaky information age.  (As I write this, several press outlets report the deal went from idea to agreement in three days.)  

It’s not a surprise because: 

·        AppDynamics’ APM competitors have been rapidly broadening their monitoring to yield better analytics with fewer blind spots.  Cisco gives AppDynamics an exceptionally clear view of network performance and AppDynamics gives Cisco a clear view of application performance.  APM solutions must continue to expand their data ingestion to provide optimum value.   

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Reinvent the Web to Win the Mobile Moment

Ted Schadler

Last time, we talked about how your mobile website sucks. You and your agency partners took a valiant swing at fixing it using responsive web design techniques. But most of you did that without asking a critical question:

What are my customers trying to get done on their phones?

So you created one-size-fits-all responsive retrofits rather than reinventing your website for the way we live now -- on our phones. That's not enough because:

  • Not everyone will use your app. Sorry. We hoped they would. They won't.
  • Your website is or will be majority mobile. Walmart had 70% of web traffic from phones. You need to deliver a mobile-perfect solution.
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