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What I would like Salesforce to address this Dreamforce 2015

What I would like Salesforce to address this Dreamforce 2015

The annual Dreamforce event is upon us - so before things get crazy - let's sort our some thoughts before the event, not in a long post, but a video.
 
So let's take a peek:

 

If you didn't have a chance to watch - some key thoughts in good old writing:

 
  • Will the message change from 'Customer Success Platform'?
  • Salesforce announced the Salesforce App Cloud, time to dig a little deeper.
  • Let's see what is next for Lightning - and a follow up on Shield, all announced in the last 12 months.
  • Along the same line let's see what is going on in "Analytics" with Wave - is more real time coming? Will it become 'true' analytics - read more here.  
  • A chance to checkin the ecosystem - always good to check the pulse on the showfloor.
  • Salesforce has been very successful but its core architecture is getting 15+ years old - is it now time to re-platform (my guess) and it is time to share that?

 
Next-Generation Customer Experience Future of Work Innovation & Product-led Growth Tech Optimization New C-Suite Data to Decisions Dreamforce salesforce PaaS ML Machine Learning LLMs Agentic AI Generative AI AI Analytics Automation business Marketing SaaS IaaS Digital Transformation Disruptive Technology Enterprise IT Enterprise Acceleration Enterprise Software Next Gen Apps IoT Blockchain CRM ERP finance Healthcare Customer Service Content Management Collaboration Chief Customer Officer Chief Information Officer Chief Technology Officer Chief Information Security Officer Chief Data Officer

Event Invitation: Webinar on Building Win-Win Relationships With Oracle

Event Invitation: Webinar on Building Win-Win Relationships With Oracle

@rwang0 @oracle @flexera #licensing #contracts

Dealing With Tough Contract Negotiation Scenarios

Join me Thursday, September 24th, 2015 from 8 to 10 am PT for a webinar chat that shares best practices in building win-win relationships with Oracle

With the experience of negotiating thousands of Oracle contracts, this is an exclusive webinar on building your Oracle relationships. Key topics to be covered include:

  • Oracle License Management
  • Contract Negotiation Tips
  • Software Audit Defense
  • Oracle Cloud Programs
  • Understanding the Oracle ULA

To have an effective relationship, you need to have visibility and control of your Oracle software estate, know your Oracle license position, and understand how to negotiate with Oracle for new contracts, renewals and cloud migrations.

To join, just register here.

Disclosure

Although we work closely with many mega software vendors, we want you to trust us. For the full disclosure policy,stay tuned for the full client list on the Constellation Research website.

 

* Not responsible for any factual errors or omissions.  However, happy to correct any errors upon email receipt.

 

Copyright © 2001 -2015 R Wang and Insider Associates, LLC All rights reserved. Contact the Sales team to purchase this report on a a la carte basis or join the Constellation Customer Experience.

Tech Optimization Marketing Transformation Innovation & Product-led Growth Webinar AR Leadership Chief Information Officer Chief Experience Officer

#SocBiz #FutureOfWork News Week Ending Sep 11, 2015

#SocBiz #FutureOfWork News Week Ending Sep 11, 2015

Here is a recap of some of the key news of the last week in the Social Business / Employee Collaboration / Future of Work world.

Did I miss something big? Please post a link in the comments.

 

Reference Links:

Azendoo Grabs $1.5 Million For Its Collaboration Platform For Marketing Teams

Dynamic Sigal Closing $22M Financing Round, Fantastic Growth and a New Executive

Microsoft Office updates for the iPad Pro, iOS 9 and WatchOS 2

Announcing availability of Office Online Server Preview

Snip makes you even more productive using Microsoft Office

IBM Watson Health Announces New Partnerships, New Cloud Services and Global HQ in Cambridge, MA

IBM acquires StrongLoop - nodejs comes to BlueMix

Introducing the Salesforce App Cloud

Learn Salesforce with Trailhead | free training, tutorials

Salesforce Health Cloud: Putting Patients at the Center of Their Care

Salesforce Dreamforce '15: September 15-18, 2015, San Francisco

Salesforce Dreamforce 2015 Sessions: To Send or Post: The Roles of Email, Social and Other Collaboration Tools

Constellation's Connected Enterprise 2015

 

Future of Work Tech Optimization Innovation & Product-led Growth New C-Suite Marketing Transformation Next-Generation Customer Experience Revenue & Growth Effectiveness Data to Decisions Digital Safety, Privacy & Cybersecurity Chief Marketing Officer Chief People Officer Chief Revenue Officer Chief Experience Officer

IBM acquires StrongLoop - nodejs comes to BlueMix

IBM acquires StrongLoop - nodejs comes to BlueMix

This morning IBM acquired StrongLoop - a key player in the nodejs space. Instead of writing a blog post - I went with the new medium - video...
 
So take a peek...
 

MyPOV


Overall a good move by IBM, delivering on the API Economy vision, that was formulated about 2 years ago at the software units global analyst event. BYOL is powerful and will bring a large IaaS platform to nodejs developers courtesy of BlueMix and SoftLayer. What it will mean for the opensource dynamics of nodejs - we will have to see. We have not seen (or missed) larger commitments by IBM to the community. And one more thing to learn about BlueMix - which is growing fast - but needs to educate developers, so hearing that a BlueMix garage offering will be available right away is good news for ecosystem development. 

 

 

 

Tech Optimization Data to Decisions Digital Safety, Privacy & Cybersecurity Innovation & Product-led Growth Future of Work Next-Generation Customer Experience softlayer IBM Chief Information Officer

Alteryx Does Self Service, Big Data Processing, Too

Alteryx Does Self Service, Big Data Processing, Too

Alteryx Analytics 10.0 brings self-service data prep and analysis to high-scale platforms with in-database processing on Amazon Redshift, Cloudera Impala, Microsoft SQL Server, Oracle Database, Spark and Teradata.

Can analytics upstart Alteryx give data analysts the best of both worlds?

On the one hand, Alteryx Analytics 10.0, the company’s software release announced last week, supports self-service data prep and data analysis with simplified desktop software. At the same time the product gives customers options for broad collaboration and big-data processing power on centralized platforms. Here’s how Alteryx is attempting to do it all.

Founded in 2010, Alteryx started out as predictive and geospatial analytics specialist with self-service data-prep and analysis capabilities. The trouble was it was growing slowly with an all-or-nothing entry-level deployment that started at $60,000, including an analytical designer, data-blending capabilities and third-party geospatial and enrichment data.

In 2014 Alteryx totally changed its go-to-market strategy, borrowing a page from the land-and-expand playbook of partner Tableau Software. Instead of the all-in approach, the vendor decided to offer the Alteryx Designer desktop at $4,000 per user. For collaboration around analytic apps and workflows created on the Designer, there are two options. The cloud-based Alteryx Gallery, which runs on Amazon and costs $1,500 per user, per year, lets you publish unlimited private galleries. Alteryx Server, which costs $45,000 for the server software (unlimited users), is the on-premises option.

From source to app, the Alteryx Desktop gives analysts a tool for building self-service data-prep-and-analysis workflows.

Alteryx Analytics gives data analysts tools for building and sharing self-service data-prep and geospatial- and predictive-analysis workflows and applications.

The land-and-expand approach has worked. Two years ago Alteryx had roughly 200 customer firms, but today that figure is over 1,000, with more than 350 new customers in the first half of this year alone. Customers typically start with two to four Designer seats for data-analyst types and quickly add more as the word spreads.

Designers build analytic apps and reports for a broader community of end-user consumers, such as salespeople or marketing staff. As demand for these apps and reports grows, companies add Alteryx Gallery users or the Alteryx Server so analysts aren’t bogged down emailing copies. Gallery and Server users just need a browser to run apps, workflows and reports on their own.

Many customers use Alteryx entirely for its self-service data-prep capabilities, running workflows to serve up fresh data sets that are analyzed in other tools. Tableau and Qlik, for example, are both partners, and one or the other is used by roughly 30 percent of Alteryx customers.

The Alteryx Analytics 10.0 release delivers two big advancements. First, to make the product easier for newbies and increase the likelihood they’ll buy the product after a 14-day free trial download, the company has updated and simplified the interface (see screen shot below). The new menu eliminates the bells and whistles, but once accustomed to the basics, user can hit the “+” button to access advanced predictive and spatial-analysis capabilities.

The Alteryx Analytics 10.0 release features a simplified interface aimed at speeding adoption by trial customers.

The Alteryx Analytics 10.0 release features a simplified interface aimed at speeding adoption by trial customers.

A second big push with Alteryx Analytics 10.0 is extending high-scale data-analysis capabilities. Alteryx introduced in-database processing capabilities in the 9.5 release whereby users could push high-scale data-blending or data-analysis jobs down into Microsoft SQL Server or Oracle Database. The 10.0 release extends this in-database processing to Amazon Redshift, Cloudera Impala, Apache Spark and Teradata.

The idea with in-database approaches is to push the processing to the center of data gravity. The obvious advantage is avoiding data movement, taking advantage of the processing power of a big, honking database and avoiding investments in yet more infrastructure.

MyPOV on the Alteryx Self-Service Approach

The standing criticism of all self-service-oriented products has always been the danger of misinterpretation and misuse of “ungoverned” data. I’ve always thought this issue, which is always raised by incumbent vendors with IT-centric systems, is a bit overblown, but it is worth thinking through. An Alteryx exec made the point that IT is completely in control of corporate data sources, and data-analyst types (who are the users of Alteryx Designer) aren’t likely to be granted access unless they’re knowledgeable about the source in question.

It may be that analysts in this or that department may know their stuff. But the more data you’re likely to blend and the more important the predictions and analyses, the more you’d want and need consistent data models and data definitions. So in my view, with great freedom to explore, blend and analyze comes great responsibility to make sure that data is interpreted and analyzed in consistent ways across departments and locations.

A second issue to keep in mind with Alteryx is its close relationship with both Tableau Software and Qlik. That tie has kept Alteryx out of the basics of data-visualization and reporting (although 10.0 does bolster interactive visualization in support of validating predictive models). At the same time, recent Qlik and Tableau releases have introduced very basic built-in predictive capabilities — though they pale in comparison to what Alteryx offers.

My point is that many customers might want to have a comprehensive data discovery, analysis, visualization, reporting and advanced analytics environment from a single vendor. That’s what SAS is going after with its built-from-scratch, Web-based SAS Visual Analytics/Visual Statistics product. Others pursuing this combination include IBM with IBM Watson Analytics and SAP with Lumira and SAP Predictive Analytics.

Long term, I wouldn’t be shocked to see a Qlik or Tableau acquire Alteryx. On the other hand, all three vendors have done quite well by keeping things simple, focused and distinct from the consolidated legacy suites that have mashed together multiple BI and analytics products and ended up being expensive, complex and anything but consistently integrated.

Alteryx is certainly thriving in its current form, with clear, competitive pricing and focused products and options aimed at specific uses and users. Alteryx can’t take credit for starting the self-service movement, but it has been a leader in bringing it to data prep and advanced analytics.


Data to Decisions Future of Work Chief Customer Officer Chief Information Officer Chief Marketing Officer Chief Digital Officer

Salesforce Announces Salesforce App Cloud - A Unified Platform for Building Connected Apps

Salesforce Announces Salesforce App Cloud - A Unified Platform for Building Connected Apps

This morning we heard from Salesforce announcing the Salesforce App Cloud, bringing together former efforts on force.com, Saleforce1, Heroku etc. Surprising timing, but then this is the vendor with a former CMO as CEO – so I am sure they know what they are doing on the messaging side – but still wonder what is left for Dreamforce – next week.

 

So let’s dissect the press release (it can be found here) in our customary style:

 
SAN FRANCISCO—September 10, 2015—Salesforce [NYSE: CRM], the Customer Success Platform and world’s #1 CRM company, today announced Salesforce App Cloud, the next evolution of the Salesforce1 Platform. App Cloud integrates the platform services Salesforce is known for—including Force, Heroku Enterprise and Lightning—with new shared identity, data and network services to empower CIOs to deliver connected apps for any business need. In addition, App Cloud’s platform services include Trailhead, a new interactive learning environment for all Salesforce app creators, and the AppExchange, the largest enterprise app marketplace in the world. Delivering all of these services on Salesforce’s trusted cloud infrastructure, App Cloud empowers CIOs with everything they need to build apps fast in any language they want, for any device, and manage them in a single enterprise cloud environment.
MyPOV – Good to see Salesforce bringing together the branding for all its development platforms, which ends the source of substantial confusion in the ecosystem and as well as on the messaging side. And good to see it is not only messaging but also substantial work and heavy lifting that has taken place to make this happen – on both an identity, data and networking level. And any evangelist will be happy to the see knowledge distribution platform – a key tool for developer success – mentioned in the first paragraph (Trailhead). 
In this burgeoning app economy, CIOs face enormous demand from their businesses to deliver apps that connect with customers, employees and even products, across every device. The lines between apps for consumer engagement, connected devices, and enterprise management are blurring. Now an app can connect drivers, cars and passengers, all in a single connected experience. Yet, CIOs are contending with siloed development platforms that are not able to produce apps that span different technical architectures and address multiple use cases. And, companies have increasing requirements around compliance and governance for their entire portfolio of apps.
MyPOV – Salesforce is right that for a long time we have seen dedicated development tools and platforms for specific product problems. Mobile vs social vs real time vs parallel etc. The vendor is not totally innocent here, starting with the former Salesforce1 for mobile, which lead to a number of misunderstandings. [Update September 11 - Salesforce AR correctly points out that Salesforce1 for mobile is still around.] And Salesforce is right that enterprises want (and need) holistic development tools, as the new applications they build need to work for their enterprise in a holistic way and fashion. […]
Salesforce App Cloud—the Unified Platform for Delivering Connected Apps Fast

Salesforce pioneered the enterprise Platform as a Service market when it launched the Force platform in 2008. And today, Salesforce is the leading enterprise PaaS. The new App Cloud extends that leadership. CIOs are now empowered to build, scale and deploy mobile, web and wearable apps in a unified environment with new platform services including:

? Heroku Enterprise—Private Spaces, Regions and Identity: Heroku Enterprise offers everything that developers love, with new capabilities that give CIOs the control they need. Now, Heroku Enterprise enables developers to create connected apps using network, data and identity services shared across the App Cloud. With Private Spaces, businesses can run apps in a dedicated Heroku private space with direct access to Salesforce's trusted infrastructure and to customers’ on­premise data from legacy systems. With Regions, companies can choose to run their apps in metro areas throughout the world­­including Dublin, Frankfurt, Singapore, Sydney, Tokyo, Northern Virginia and Oregon­­based on accessibility, compliance or other requirements. In addition, with Identity, Heroku Enterprise is connected to Force with bi­directional data sync, single sign­on and robust role­based access controls.
MyPOV – Good to see Salesforce moving Heroku closer to the overall platform. As much as Heroku was and is its standalone platform, the value for Salesforce customer was and is to connect Heroku projects with their existing Force.com based products and projects. Making it easier for customers is always a good move and will be highly welcome. Security innovations like Private Spaces is something enterprise want and have been waiting for since a long time. With the support of Salesforce Identity single sign-on and role based access control is provided for Heroku, equally important for customers.

What Salesforce has effectively done, is rolling out Heroku more on the AWS infrastructure (the list of locations above is pretty much AWS data center locations) and connect those securely between the AWS and Salesforce data centers, effectively creating a cross cloud platform PaaS, most likely an industry first.
? Salesforce Lightning—The Future of Modern Apps: Salesforce Lightning is a new metadata­driven platform service that is highly customizable, enabling anyone to build modern, connected app experiences that empower people to work faster, smarter and the way they want. Now anyone can create engaging user experiences by simply dragging and dropping components—pre­built, reusable building blocks, such as maps, calendars, buttons, and number entry forms. And, with Salesforce Lightning Design System, every developer has a how­to guide and code for building beautiful apps.
MyPOV – When building next gen Applications developers and increasingly business users look for easy and fast ways to build applications. Lightning, announced a year ago at Dreamforce 2014 is Salesforce’s tool for this and it is good to see it as part of the fold of the announcement.
? Trailhead—Interactive Learning for All Salesforce App Creators: App Cloud includes Trailhead, a new interactive learning environment. Incorporating gamification, Trailhead guides all Salesforce app creators—from developers and business admins to end­users, marketers and data analysts—through the basic building blocks of App Cloud’s services. Trailhead allows them to test their knowledge while earning points and badges to celebrate their achievements. Content in Trailhead is organized in trails to give users everything they need to know about developing apps with the App Cloud, and is available free of charge. To date, more than 35,000 app creators have participated in Trailhead training, and have earned more than 120,000 badges during its beta release.
MyPOV – Important to see the knowledge distribution tool as part of a platform announcement, as users should get productive fast. Salesforce has done a good job with Trailhead, gamification being a highlight that works across developer generations. More importantly is the content and it is key for Salesforce to provide it timely and in high quality as it has done in the past – also going forward (see below).
With services for rapid app development, modern user experiences, integration, mobile app dev, identity management, compliance, governance and more, App Cloud is the most comprehensive and agile platform available to CIOs to deliver their app portfolio. App Cloud also includes an ecosystem of 2.3 million developers, who have built 5.5 million apps, and the AppExchange, the world’s largest enterprise app marketplace, which features more than 2,700 ISV apps and 40 Lightning Components. All of this runs on the industry’s most trusted enterprise infrastructure that delivers approximately 3.7 billion transactions every business day.
MyPOV – Interesting to see Salesforce sharing adoption numbers – and 2.3M developers, 5.5M apps, and 2.7k ISVs are very impressive numbers and so is the 3.7B daily transactions. Over the last 15 years Salesforce has built up a veritable ecosystem of developers and ISVs, but the market remains competitive, more below.
Comments on the news:

? “CIOs need a way to develop apps for the connected world,” said Tod Nielsen, executive vice president of App Cloud, Salesforce. “App Cloud brings together all of Salesforce’s leading platform services, empowering IT leaders with an integrated, trusted platform to quickly build connected apps for every business need.”

? “We’ve built more than 200 apps on Salesforce, and most of them were built by ‘citizen developers,’” said Herry Stallings, AVP of Applications Development, USAA. “Salesforce gives us all the cloud services we need to achieve incredible speed and scale in our app development, allowing us to keep innovating and grow our business.” […]

MyPOV – Always good to see customer quotes using the products, looks like USAA has built a lot on the Salesforce platforms. And it is good to see Salesforce acknowledge the need to connect the ‘two worlds’ of Force.com based products and solutions with applications built on Heroku.
Pricing and Availability

? Heroku Private Spaces, Regions, and Identity are scheduled to be available in early 2016. Pricing for the new services will be announced at the time of general availability.

? Lightning Experience will be available in all Salesforce languages, except Arabic and Hebrew.

? Lightning App Builder and Components for Lightning Experience on the desktop are expected to be in pilot in October 2015 and expected to be generally available in Q1 2016. Access to both is included in all CRM and Force admin licenses.

? Salesforce Lighting App Builder and Components for mobile apps are generally available with the current release of Salesforce and are included in all CRM and Force admin licenses

? Salesforce Lightning Design System is currently available for free and can be accessed at http://salesforce.com/designsystem

? Trailhead is expected to be generally available in October 2015

? All other App Cloud services are available today and offer per user and consumption­based pricing
MyPOV – Kudos to Salesforce for transparency on availability and pricing of product, a good practice the vendors has been showing since a while and a good example for the industry. Customers and ecosystems appreciate the clarity.
 

Overall MyPOV

It is good to see Salesforce creating value for customers, making it easier for customers (both end users and ISVs) to build applications that span the two prominent Salesforce platforms, the Force.com based world and the Heroku world. Single Sign-On, Identity, network security are all key capabilities CxOs will value when deciding on platforms to build next generation applications. Adding declarative capabilities with Lightning is key step for more productivity to build applications more efficiently. And coming out with Trailhead in a timely fashion is key for adoption.

But the most remarkable part of the Salesfroce App Cloud announcement is that Salesforce is effectively announcing a cross cloud platform PaaS. The vendor is usually coy at admitting that Heroku runs on top of Amazon AWS, and the rest of Salesforce runs in Salesforce data centers. Now customers and partners can more easily build applications across both platforms, effectively creating the first multi-cloud PaaS. While other PaaS products allow deployment of finished applications across other clouds, an important capability, the Salesforce App Cloud brings two platforms together. And it gives customers – given that they build on the Heroku side of the offering, a wide variety of physical deployment options that matter today both from a data sovereignty and performance perspective. And adding the private spaces capability to Heroku will help dissolve some cloud fears and concerns at worried customers, a good move. 

On the concern side this is Salesforce bundling together many of its announcements and deliveries of the past, integrating them and bringing them together is good news, but you can wonder what took Salesforce so long? Why take the (confusing) detour via Salesforce1 – App Cloud could have been announced in 2014, maybe even 2012. And while I am certain that the engineers work hard at Salesforce, I can’t follow the product strategy and marketing messaging. Remember, Heroku was once mentioned as the replacement for Force.com based applications at a Dreamforce (2010?)? The open source future of Salesforce. Water under the bridge, but it really comes back to understand the balance between responsibility towards the installed base on the one side and innovation on the other side. Not being able to deploy Salesforce App Cloud solution beyond AWS is a downside compared with e.g. popular enterprise like Pivotal CloudFoundry or IBM Bluemix, but what hasn’t happened can still be. Nothing hinders Salesforce to bring Heroku to e.g. Azure, GCP, IBM SoftLayer etc.

For now a good step in the right direction, a multi-cloud PaaS innovation, making it easier for customers and partners to build next generation applications an now unified platform – the Salesforce App Cloud – both from a messaging and architecture perspective. We will check it out more at Dreamforce next week, you can bet on that, stay tuned.

 

 

Next-Generation Customer Experience Tech Optimization Data to Decisions Future of Work Innovation & Product-led Growth New C-Suite salesforce PaaS SaaS IaaS Cloud Digital Transformation Disruptive Technology Enterprise IT Enterprise Acceleration Enterprise Software Next Gen Apps IoT Blockchain CRM ERP CCaaS UCaaS Collaboration Enterprise Service Chief Information Officer Chief Technology Officer Chief Information Security Officer Chief Data Officer Chief Executive Officer

Digital and the Future of Marketing

Digital and the Future of Marketing

1
When we think of the future of marketing, we often think of our customers. What trends are they adopting? Which devices? Where are they and how can I reach them? But there’s a double-sided impact to the future of marketing – and that is to do with the future of marketers.

There have been some massive improvements in the world of technology – with automated content and engagement platforms seeming to do amazing work. Just look at the journalism robots created by Associated Press that now publish around 3000 stories every quarter. This is journalism content “without a human byline”. It is a cocktail of 1 part excitement, 1 part absolute dread. After all, what happens when those “journo bots” turn their attention to marketing?

It’s time for us to grapple with the future of marketing

I recently spoke at the Marketo MarketingNation roadshow – and discussed our marketing-technology future. I will leave you to watch the video in your own good time, but I will also raise a couple of points:

  • Data is not your only answer – you need to work with the PANDA principles to deliver broad and deep value as a marketer
  • You need to create not inherit the future – what is the future you’d like to see? If you have a vision for a creative and vibrant marketing career, it’s time for you to step forward and voice those ideas
  • Time to skill up – if you don’t have any tech skills, it’s time to work on that. As we rush towards an increasingly connected customer experience model, technology will feature more and more. It’s essential you at least have the foundations (this is covered in the presentation)
  • Get some digital muscle on your Board – the same principles apply to Boards. Without the digital expertise available at a strategic level, you’re business longevity will decline. It’s time to bring diversity and divergent thinking onto your Board.

Marketing Transformation Chief Marketing Officer

CEN Member Chat: Enterprise Update

CEN Member Chat: Enterprise Update

R "Ray" Wang reveals how vendors are focusing on cloud revenue. Holger Mueller and Doug Henschen add their views on what executives should know for 2015 & beyond. Dr. Natalie Petouhoff unveils that ROI of customer experience is not mission impossible. 

Tech Optimization Chief Customer Officer Chief People Officer Chief Information Officer Chief Marketing Officer On <iframe src="https://player.vimeo.com/video/138809896" width="500" height="273" frameborder="0" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>
Media Name: cen-member-chat-sep2015-thumbnail.png

On criticism of Frank Gehry

On criticism of Frank Gehry

A letter to the editor, Sydney Morning Herald, January 14, 2011.

The ABC screened a nice documentary last night about Frank Gehry's UTS Business School building. The only thing spoiling the show was Sydney's rusted-on architecture critic Elizabeth Farrelly having another self conscious whinge. And I remembered that I wrote a letter to the Herald after she had a go at Gehry in 2011 after the design was unveiled. Where would sad little damp squib critics be without the 'starchitects' they love to hate?

Letter as published

Ironically, Elizabeth Farrelly's diatribe against Frank Gehry and his UTS design is really all about her. She spends 12 flabby paragraphs defending criticism (please! Aren't Australians OK by now with the idea of critics?) and bravely mocking Gehry as "starchitect".

Eventually Farrelly lets go her best shots: mild rhetorical questions about the proposal's still unseen interior, daft literalism about buildings being unable to move, and a "quibble" about harmony. I guess she likewise dismisses Gaudi and his famous fluid masonry.

Farrelly's contempt for the university's ''boot licking'' engagement with this celebrated architect is simply myopic. The thing about geniuses like Gehry and Utzon is that brave clients can trust that the results will prevail.

 

Embeddable Functions Are (Finally) Coming to Customer Service

Embeddable Functions Are (Finally) Coming to Customer Service

1

In December of 2014 something weird began to happen: we were introduced (or rather, re-introduced since the concept has been around for some time) to embeddable apps and uses.

Zendesk announced their embeddable API as a way to bring specific components from the application (like tickets and channel management) via  widget into other applications.

At the same time, Actuate introduced a platform for embeddable analytics, providing a similar approach – you can bring analytics and visualization in real-time into any other app or application via their API and widgets.

There were others, still under development, that are going in the same direction and I cannot disclose – yet.

Mind you, embedded value inserted in other apps or applications is not new.  It has been at least 15 years since we started promoting the value of in-app knowledge bases for field service and remote workers (can you imagine an airline technician trying to fix and engine that has to go back to a desktop computer to look at pictures and instructions? used to be that way).

But this is different.  This is not about just one function (highly customized and heavily bloated to be honest – that is what we used to have) being created specifically to be used independently.  This time we are talking about leveraging the power of the cloud – not just technology.

You likely heard me before talk about the ability of cloud-based platforms (middle layer in a proper three-tier open cloud architecture) to deliver value anywhere.  Leveraging the services made available by the platform the SaaS layer (the interface, also the software layer proper) can deliver anything that is entitled to access.

This is what is making apps and applications far more flexible (and way smaller) than ever.  If i can just bring the small functionality i need to complete my job into my screen easy and effortless then I (the individual user) can build apps that fit my need for that specific model (not to mention IT can do whatever they want as well).  This takes the burden of developing away from IT and away from complex sessions of requirements and so forth and gives the citizen programmer access to more power and flexibility.

It seems that December of 2014 was not that long ago – yet we are starting to see the second generation of embedded technology emerge already.  Indeed, the newer vendors (more cloud savvy, more flexible and dynamic, smaller and more nimble) are starting to offer what they call in-app functionality.

Whether its HelpShift (one of the early vendors to offer in-app support for gaming platforms), or SparkCentral (who just released their in-app messaging for customer service last week – and what prompted me to write this) we are seeing far smaller, more powerful, and easier to use in-app functionality that allows any user (still today being used via IT – but the product can easily allow any user to embed the functionality in their own-grown apps) to use what they need where they need.

 

The next step is to take IT out of the equation (sorry, like you guys – but you have too much going on to deliver apps quickly and effectively… need to let the citizen programmer take over) and where we are seeing Salesforce start down that road with the Lighting set of tools they announced last year at Dreamforce and greatly expanded two weeks ago with the introduction of The Lighting Experience (or whatever marketing deemed it to be – I am sorry, I am not that good at slogans).

There is an immense amount of value in creating small (atomized, applications as I used to call them 10 years ago — simply apps as they are called today) apps that perform very specific functionality.  In addition to delivering on the true value of cloud computing (yeah, who needs a browser? we just leverage the internet as a transport network and be done with it!) it also empowers the user to be more mobile, connected, and effective.

I expect to see the next generation of in-app empowered apps and applications begin to hit contact centers in the next few months and better adoption over the next 18-24 months until we reach mainstream adoption sometime in the 2017-2018 timeframe.  Although I always say my timeframes are short (and optimistic) and you should always add something to them – i am starting to get the feeling that this time is different… this time, I think i am long.

What do you think?

Planning to use in-app functionality in your apps and applications? Have already something under way? let me know below in the comments… would love to know more about what’s happening.

disclaimer: where to start? let’s see… Salesforce is a client (and, btw, I am presenting the latest and greatest Evolution of Customer Service at Dreamforce next week – come see me!).  SparkCentral was a client (inactive now) and likely going to be a client again – yeah, they like me that much.  HelpShift was a client and I sit on their board of advisors and I hold equity (should go without saying, but — i am nothing if not honest).  Moxie was a client (inactive now, but likely going back to active).  Actuate (acquired by OpenText) was a client (inactive right now, but we are working on something soon) and a good friend of mine Allen Bonde is there.  Zendesk is not a client per-se, but I have some involvement with them in Latin America via one of the many commercials endeavors I have in Latin America (read it with an accent, sounds much better).  There are many more clients (both active and inactive) and I pretty certain that I could’ve used (and missed) others that are doing things around this area.  I am not using vendor names as a way of endorsement but as examples. If I missed you, feel free to drop the info in the comments – only time I won’t delete your spammy comment :).  Otherwise, as you likely know, I am all about trends and not about endorsing vendors or technologies.  I am highlighting a trend and not promoting a vendor.  If any of the vendors mentioned here expected or would like preferential treatment because of their mention — ha! yeah, right… reputation above compensation, my friends.

 

Next-Generation Customer Experience Chief Customer Officer