CEM For Telcos: Just Started With A Lot More Potentials

Bryan Wang

Telcos across the world — and especially mobile operators — are now struggling with increasing network complexity and lower customer satisfaction due to exploding data traffic, decreasing ARPU, and OTTs marginalizing their opportunities to generate new revenues via content. The Japanese market, with one of the highest ARPUs, has been the battlefield for technology providers to offer local telcos to services their high-value customers in a country where people have very high expectations of telecommunications services. Two weeks ago, I participated in Nokia Networks’ analyst days in Tokyo and was interested to see how the company has increased its share in Japan in the past couple of years. To continue its success in the age of the customer, Nokia Networks must help Japanese telcos better win, serve, and retain customers.

Two days of briefings and discussions convinced me that Nokia Networks’ must address three critical items to maintain its leadership position in LTE radio in Japan:

  1. Optimizing its networks to make its coverage and performance the best it can be in this very high-density market.
  2. Introducing customized features from its Japan R&D lab to meet the most demanding operators in the world.
  3. Helping telcos meet or overfulfill their customers’ expectations via a customer experience management (CEM) solution, although the revenue contribution is much smaller. Obviously, what customers experience and perceive are what really decides how effective all of the network improvements have been.
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Watch Out! Networking Professionals Can Be Fired For Buying The Market Leader

Andre Kindness

The recent business articles about customers screaming for change, such as Bloomberg’s recently published article about Goldman Sachs’ CIO threatening Cisco, conjures up images of Dee Snider busting through the wall and screaming, “OH, WE'RE NOT GONNA TAKE IT ANYMORE! WE'VE GOT THE RIGHT TO CHOOSE, AND THERE AIN'T NO WAY WE'LL LOSE IT! THIS IS OUR LIFE.” Connecting customers, employees, and business resources has become a life-or-death element for businesses (see The Enterprise Network Enables Business Innovation).

Am I being overly dramatic? I would like you to name a technology that the entire market openly voiced their displeasure about and forced a market leader to come up with a new strategy like Cisco’s Application Centric Infrastructure. Sure, the market has gone through transitions like the movement from fat access points to controller-based access points and the implementation of server virtualization, but the difference between those transitions and the current one is that these technologies were created before customers demanded them.

Now we have customers defining what they want before the technology exists or even creating their solutions, such as:

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Another Year Brings Increasing Business Dissatisfaction But Also Opportunity!

John Rakowski

I know it's Friday and I hate to be gloomy just before the weekend but I could not let this wait. Last year, we (George Colony actually) released a report in which we highlighted that 32% of respondents to our Forrsights Business Decision-Makers Survey in 2012 stated that they believe their IT department hinders business success. Unfortunately in 2014, this figure has jumped to 43%!

This is really worrying for me and should be for you also because technology, and specifically digital technologies, are catalysts for commercial success in all industries. This means that I&O should really be a key partner helping drive strategies here but this rising dissatisfaction also highlights a trust issue – and without trust from our business co-workers we have no chance of changing the direction of this stat. This prompted myself and my co-worker Anthony Mullen in the Marketing Leadership role to research and write the report – “Five Ways To Impress Marketing And Support Digital Business Transformation” which has just been released.

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Privacy Won’t Derail Wearables, But Could Undermine Your Company

JP Gownder

Wearables are opening up exciting new scenarios for consumers and enterprise users alike, but the wider conversation on wearables has taken a privacy-oriented turn. The New York Times and WIRED, among others, have covered the emerging privacy concerns associated with wearable devices.

Particular ire has developed against Google Glass. An online activist group, Stop the Cyborgs, opposes Google Glass and related wearables, which the organization says will "normalize ubiquitous surveillance." Stop the Cyborgs offers downloads of anti-Glass graphics for posting in public places and online to spread the message that wearables are inherent privacy violators.

In a major new Forrester report, we present data and insights to help Infrastructure & Operations professionals who are piloting or planning to trial wearables navigate the privacy waters. As a teaser, here are some of our findings:

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Having the Right Partner Makes all the Difference for ITSM SaaS Tools

Amy DeMartine

At my wedding reception (I will NOT be saying how many years ago), another couple and my husband and I took the dance floor when the cotton eyed joe began to play.   I’ve actually seen it danced a few different ways but the way we danced it then involved a lot of going forwards and backwards, kicking and hopping to and fro in a circle as couples rather than traditional line dancing.  How did we manage this dance in a very small circle with all the dress clothes including my poofy wedding dress (THAT probably dated me) to boot and still manage to laugh our way through it?  Our partners made all the difference. 

You are probably thinking – she just released the ITSM Implementation Service Providers Wave for North America a few weeks ago with a blog, why didn’t she bring up the partnership story then?  Because picking the right partner for ITSM SaaS is just as important as picking an implementation service provider for success.  Everyone knows that when you pick a SaaS provider, they are responsible for the delivery operations of that service.  But I find clients who know very little about what the delivery capabilities are for the ITSM SaaS vendors and in the past we did not have a method of highlighting the differences between delivery capabilites.   In the newly released Forrester Wave: ITSM SaaS Delivery Capabilities report, I take the 10 vendors we have classified as having an “established” client base in the Market Overview: IT Service Management SaaS Tools Update, 2014 report and applied 30 evaluation criteria to detail these differences.

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How Mobile Technologies Can Turbo-Charge Customer Loyalty And Customer Experience

JP Gownder

The Wall Street Journal published an interesting article on Hilton’s plans to invest $550 million in technology solutions that will empower guests to use “smartphones to choose rooms, check in and even unlock doors.” From the customer’s perspective, such a system – if implemented properly – solves a number of problems: Ensuring the best available room choice (as with airline seat choosing apps); no more waiting in line just to check-in; no more lost (or demagnetized) hotel room key cards.

From Hilton’s perspective, the business benefits could be substantial: Driving loyalty and active preference for Hilton hotels; better customer satisfaction and customer experience scores; and up-sell to more services. For example, at check-in, promotions for room upgrades can be presented right on the user’s smartphone, potentially increasing the chance of acceptance.

Disney's MagicBand: A $1 Billion Technology Investment In Customer Experience

Yet it’s not just Hilton – nor just smartphones – at play here. Starwood is rolling out similar functionality in its apps for W Hotels and aloft. Other mobile solutions employ wearable technologies in “B2B2C” scenarios – i.e. instances in which the company provides the wearable tech to customers:

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How to Find the Right Provider to Complete Your ITSM Project

Amy DeMartine

A common inquiry I get from clients has some of the following flavors:

  • “We’ve chosen a new ITSM tool and need help moving to it.  Who can help us?”
  • “We want to choose a new ITSM product and an implementation provider at the same time.  How do I know which implementation providers work with a particular ITSM product?”
  • “We don’t have the resources to automate our processes.  Who can help us with that by applying best practices?”
  • “We want to work with someone who has developed industry specific best practices.  Who really delivers that?”
  • “We need to revolutionize the way we are delivering services so we can focus on what really matters to the company.  Is there an implementation service provider who can help get us there from where we are today?”
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Gateways Will Accelerate Data Migration To The Cloud

Henry Baltazar
The last few days have been eventful in the cloud gateway space and should provide I&O organizations more incentive to start evaluating gateways.  Yesterday, EMC announced its acquisition of cloud gateway startup TwinStrata which will allow EMC customers to move on-premise data from EMC arrays to public cloud storage providers.  Today, Panzura launched a free cloud gateway and their partner Google is adding 2TB of free cloud storage for a year to entice companies to kick the tires on a gateway.  Innovation and investment in this area does not appear to be slowing down.  CTERA locked in an additional $25 million in VC funding last week to accelerate the sales and marketing efforts to support its cloud gateway and file sync & share products.
 
Though the cloud gateway market has grown slowly so far, this technology category is about to become mainstream.  Cloud Gateways are disruptive since they can facilitate data migration from on-premises to a public cloud storage service to create a true hybrid cloud storage environment.  Basically, a cloud gateway is a virtual or physical storage appliance which looks like a NAS or block storage device to users and applications on-premises, but can write data back to a public cloud storage service using the native APIs of that cloud.  
 
A number of use cases have emerged for cloud gateways including:
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Holography Spells The Next Phase Of Innovation In Projection Technology

Nupur Singh Andley

No longer just a science fiction fantasy, holography technology is set to fuel major innovation in both business and consumer applications. Offering superior visual experience and support for interactive and intuitive applications, holography is already being leveraged in various scenarios, while the capabilities are also driving development of innovative applications across multiple industries. For instance, holography is being tested for simulation-aided training applications, as humans tend to notice patterns better when they’re presented in three dimensions. The US Army Research Laboratory collaborated with Zebra Imaging to test the success of digital holography for medical training purposes and found that students retained about 30% more information from holography-enabled training compared with textbook-based training. Holography is being successfully deployed in a variety of contexts. We found that:

  • Holography is gaining traction across industries. Organizations are deploying holography for a variety of consumer and business applications, ranging from entertainment to design and exploration. Moreover, the technology’s usefulness is being tested for critical applications such as surgery — where it presents images of human organs in an interactive three-dimensional environment that allows the surgeon to manipulate these images in real time, making the procedure less invasive.
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Chinese Tech Management Pros: Start Looking Closely At Domestic IT Vendors

Frank Liu

Several events over the past few months in China will affect both the IT procurement strategy of Chinese organizations and the market position and development of local and foreign IT vendors, including:

  • A government-led push away from foreign IT vendors. Amid security concerns, the Chinese government has issued policies to discourage the use of technology from foreign IT vendors. As a result, many IT and business decision-makers at state-owned enterprises (SOEs) and government agencies have put their IT infrastructure plans — most of which involved products and solutions from foreign IT vendors — on hold. They’ve also begun to consider replacing some of their existing technology, such as servers and storage, with equivalents from domestic vendors. This is significant given that government agencies and SOEs are the key IT spenders in China.
  • A trend to get rid of IBM, Oracle, and EMC. Alibaba was an early mover, replacing its IBM Unix servers, Oracle databases, and EMC storage with x86 servers, open source databases like MySQL and MongoDB, and PCIe flash storage. This has evolved into replacing these foreign products and solutions with ones from local Chinese vendors. For example, Inspur launched the I2I project to stimulate customers to drop IBM Unix servers in favor of Inspur Linux servers to support business development. The Postal Savings Bank of China, China Construction Bank, and many city commercial banks have started deploying Inspur servers in their data centers. However, this only affects the x86 server and storage product market: While domestic vendors can provide x86 servers and storage, they still have no databases to replace Oracle’s.
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