I had the pleasure of presenting to Singapore’s DBS Bank yesterday on customer experience and listening to CEO Piyush Gupta’s thoughts on the bank’s journey since he joined in 2009. He spoke about his conclusion upon joining five years ago that a critical challenge to be addressed was an inside-out perspective by the bank’s employees. Since then, he’s driven the bank through a successful transformation project Forrester wrote about in an August case study. Looking forward, he sees the bank working toward “joyful” banking and is seeking ways to embed more emotional connections into their customer experiences.
Listening to Piyush speak reminded me of my interactions with another regional CEO this year who has driven a successful company transformation: Telstra’s David Thodey. David also joined in 2009 and has driven Telstra’s success through a focus on the customer. He has given his customer focus organizational teeth by linking it to Net Promoter Scores (NPS) that determine part of the compensation system at Telstra. The importance of measurement is the key reason we recommend our clients leverage Forrester’s CX Index.
Mobile is now becoming a mission-critical service for all businesses. CIOs must support mobile moments, which Forrester defines as points in time and space when someone pulls out a mobile device to get what they want in their immediate context. Mobile moments have spread well beyond consumer scenarios:
Your business customers are demanding them. Mobile engagement is critical for all customer relationships and better user experiences – irrespective of whether you are a business user or a consumer. Consumerization has changed this distinction forever. Today, we all expect a great experience – both at home and at work.
Your partners and suppliers are working on adjusting their business processes. To ensure smooth end-to-end workflows in these new processes, you need to ensure that your own organization adjusts to their mobile mind shift. Moreover, any mobile offering that depends on an ecosystem of partners relies on end-to-end experiences. Third-party providers can provide productivity improvements for collaboration and workflow efficiency to help with this.
Your competitors are exploiting the opportunities that mobility offers. Mobility is quickly becoming one of the most important battlegrounds for business innovation. Your competitors are readjusting and improving their business processes through mobility. Every CIO should have a clear strategy for a world in which every customer, worker, and supplier is hyper-productive, hyper-available, and hyper-engaged.
As we near the end of 2014 there is one tech management term that you will have heard over and over again - DevOps!
I can guarantee that every conference, vendor, tech analyst, tech journalist and I&O professional will have used the term DevOps at least a dozen times this year. If you haven’t - then why not? DevOps is the pot of gold over the rainbow, the promise of a better world in which development and operations pros work together in perfect harmony making the world a better place. In fact, DevOps is the only thing that should be on your wish list this Thanksgiving and festive season! ok, ok, I am going over the top a bit - sorry, sometimes my British sarcasm takes over!
I recently visited Telstra’s “Let’s Connect” Analyst Summit 2014 in Sydney, the analyst event of Australia’s incumbent telecom provider, Telstra. CIOs of MNCs who have been tasked with finding the right provider in Australasia need to balance their requirements for true end-to-end solutions that many tech services providers promise with the need for reliable collaboration and connectivity services as well as cloud and services solutions. Telstra brings attractive assets and strengths to the table regarding these core focus areas. My main takeaways are that:
Telstra is a strong network services provider in Australasia. European CIOs who require a strong network service provider in the developed markets of Asia and Australia find a solid partner in Telstra. There Telstra stands out through high-quality network infrastructure and local teams on the ground.
Telstra provides telco industry benchmark offerings in healthcare. Telstra is dedicated to becoming a strong provider of healthcare solutions that rely on connectivity. CIOs in the healthcare sector should look to Telstra for solutions such as hospital-in-the-home partnerships, medical care in remote communities, as well as telemedicine services.
Telstra takes organizational and cultural transformation very seriously. Telstra is fully aware of the need to transform its organizational structures and operating culture and to transform toward a more service- and software-focused telco. Although this transformation will take time to implement, CIOs will find a network service provider that is committed to transformation at the very top of management.
I recently attended VMware’s vForum 2014 event in Beijing. The vendor has established a local ecosystem for the three pillars of its business: the software-defined data center (SDDC), cloud services, and end user computing. VMware is working with:
Huawei to refine SDDC technologies.VMware is leveraging Huawei’s technology capability to improve its product feature. VMware integrated Huawei Agile Controller into NSX and vCenter to operate and manage network automation and quickly migrate virtual machines online. Huawei provides the technology to unify the management of virtual and physical networks based on VMware’s virtualization platform. This partnership can help VMware optimize its existing software features and improve the customer experience.
Forrester's 26-criteria evaluation of managed security service providers (MSSPs) published today! The report focuses on the 13 most significant vendors in the North American market — AT&T, CenturyLink, CSC, Dell SecureWorks, HP, IBM, Leidos, SilverSky, Solutionary/NTT, Symantec, Trustwave, Verizon, and Wipro. This report details how well each vendor met our criteria and where they stand in relation to each other. This report will help you refine your selection criteria and choose the right partner for your outsourced security needs.
Are you an EdgeCast (now part of Verizon) customer? Chances are good that your traffic into China over the past week has been interrupted or blocked. Verizon claims this is without “rhyme or reason” in their statement. We can look to the past to see that content censors have previously also stopped YouTube, Facebook and Twitter, and we can look to the coming days when China hosts the World Internet Conference in Zhejiang to make guesses as to why. However, it’s not fruitful to guess at what traffic coming from EdgeCast’s servers has tripped the censors, because we may simply never know.
The alternative? Investigate a multi-CDN strategy across regions that represent unique geographic or political barriers. Not only does this provide fail-over redundancy, but it can be valuable for cost arbitrage and load balancing. Here is a quick summary of the CDNs that we currently track that have delivery capabilities in China:
Cloud adoption has historically been hampered by security concerns. All of Forrester's research shows this to be the number one impediemtn to adoption. Forrester just finished evaluating four cloud platform providers on the depth and breadth of their security controls. This Forrester Wave™ evaluates four of the leading public clouds along 15 key security criteria evaluations to answer this question. The participating cloud services providers were: AWS, CenturyLink Cloud, IBM SoftLayer, and Microsoft Azure. This report details our findings about how well each vendor fulfills our criteria and where they stand in relation to each other, to help S&R professionals select the right public cloud partner with the best options for security controls and overall security capabilities.
Application development and delivery (AD&D) groups must establish technical services and tools to enable marketing and business groups to deliver and optimize web and mobile customer experiences. But today, we’re falling well short of our goal. Forrester data reveals that 51% of marketing leaders believe that technology management groups don’t accelerate their path to success.
To help AD&D pros mature and better serve marketing, eBusiness, and other lines of business responsible for delivering customer experience, Forrester created a digital experience delivery maturity model based on interviews with senior AD&D leaders over the past 24 months. We found that success was tied to maturity not just in solutions deployed or development methodologies. Instead, success and maturity was based on four fundamental categories, many of which are technology agnostic:
Strategic planning. Digital experience delivery maturity is largely based on how well they have strategized, planned, and executed their digital experience delivery programs. This dimension will evolve from project-based work to a more comprehensive strategy that spans business, marketing, and technical teams.
People. Organizational support is a critical component to success for growing internal expertise and creating digital experience teams that are responsive to business needs. This isn't just limited to who you've hired to be on the team. Instead, people issues focus more broadly on organizational issues like organizational structure (e.g. do your developers sit in marketing? Within technology management?), collaboration, shared values, and services partner strategy.
As the healthcare industry depends increasingly on software to drive the change to value-based care from transaction-based compensation, the future of global healthcare is increasingly bound to the technology that will deliver:
Integration solutions that will allow stakeholders to share information about populations and individuals across the ecosystem.
Cloud-based solutions that will allow services to reach scale without the need for the contemporary care system or health insurance vendor to grow infrastructure.
Branded medical services, such as oncology advice engines that allow a regional cancer specialist to deliver a better quality of care because she will have, for example, access to the most advanced protocols for her patients via smart software powered by companies such as IBM but with the built-in expertise of our great medical centers such as Memorial Sloan Kettering Cancer Center.
The Rise of consumer health repositories will work against info sharing in the eco-system - crossing the divide between protected data owned by covered entities, under various global privacy laws such as HIPAA, and consumer controled data subject to the corporate policy of various business entites such as Microsoft, Apple, Samsung, and others will remain dificualt and cumbersome.