Results

Digital Transformation Digest: Assessing the Impact of Tesla Semi, Microsoft Launching Cassandra-as-a-Service, AWS Throws Support Behind Neural Net Interoperability

Digital Transformation Digest: Assessing the Impact of Tesla Semi, Microsoft Launching Cassandra-as-a-Service, AWS Throws Support Behind Neural Net Interoperability

Constellation Insights

Tesla's Semi launch puts autonomous trucking in the spotlight: One thing Tesla founder Elon Musk is good at doing is garnering amazing amounts of attention for his company's product launches, even when they won't be reality for years. It was no different this week with the unveiling of Tesla Semi, an electric, semi-autonomous tractor trailer Tesla says will be in production by 2019.

That timeline gives Tesla more than two years from today to actually deliver the first Semi, and it's no stretch to wonder whether it will meet even that mark, given problems the company has had scaling up production on its passenger vehicle lines. But Tesla is far from the only player in electric-powered trucking, with Daimler Automotive Group and Volvo two other notable entries with prototypes well underway.

What Tesla's announcement delivered is the kind of focused blast of hype that will push electric and autonomous trucks further into the mainstream conversation. Here's a look at some of the key issues at hand.

  • Finding their range: Volvo has said its initial electric trucks will have a base range of about 150 miles, with the potential for 300 miles through additional battery packs. Tesla claims the Semi will have a 500-mile range, a distance that puts electric trucks in the long-haul game by circumventing the lack of a pervasive national charging system. While the trend in trucking over recent years has been to atomize routes into more regional runs, longer-range electric trucks will no doubt find appeal in the market.
  • Expect consolidation and partnerships: What Tesla brings in sizzle to the trucking industry, it lacks in certain key substances like well-established channel relationships with semi-truck buyers, which range from retailers like Walmart to thousands of trucking firms large and small. This week, Tesla grabbed headlines noting that Walmart and other firms have already placed preorders for the Semi, but in the long run—no pun intended—the electric truck market will probably be dominated by the incumbent players, with Tesla and others partnering or licensing their innovations. However, stay tuned for marketing efforts aimed at the many independent truck owner-operators out there, who hitch their rigs to trailers from many different customers.
  • What do truckers think?: Trucking industry jobs remain in high demand and despite predictions of an autonomous trucking future, major changes will take decades to implement. In the meantime, hundreds of thousands of veteran truckers and ones just entering the workforce have to contemplate what the electric revolution could mean. Tesla's announcement of Semi drew quite a bit of attention this week from truckers on a popular industry forum.
    Some of it was skeptical and even mocking, with posters questioning the effect of large numbers of electric trucks on the nation's power grid, or how they would be designed to handle situations like long wait and idling times at major loading ports. But others argued that the introduction of electric truck alternatives should serve as a wakeup call to traditional truck makers who have slipped on quality and safety metrics. The voices on the ground are important to hear in any major call for change, and trucking is no different.

Microsoft launching Cassandra-as-a-service: In one of several notable database-related announcements this week, Microsoft is prepping support for Cassandra in CosmosDB, its globally distributed database service. It will allow developers to use CosmosDB with the Cassandra SDKs and tools they're already familiar with, Microsoft said.

POV: With CosmosDB, Microsoft has delivered a next-generation, globally scalable database offering consistency and other performance advantages over NoSQL databases, says Constellation VP and principal analyst Doug Henschen. It has also made this very new database accessible to developers by exposing it through familiar, open-source APIs, including those of MongoDB, DocumentDB, Gremlin Graph and Spark. "The Cassandra API adds yet another option, but one that's most consistent with the attributes of CosmosDB," Henschen adds. "Both Cassandra and CosmosDB excel in powering globally distributed applications, so the offering of a Cassandra-based cloud service on Azure running on CosmosDB is particularly attractive."

While CosmosDB is quite new, Microsoft executives insist that it's able to support all the features of the Cassandra API and will deliver performance that meets or, in the case of consistency, exceeds what's possible with a Cassandra database deployment. To that end, any company considering Cassandra as a managed service will surely put Microsoft's option on CosmosDB on its short list to try, Henschen says. "For now they'll be pioneers, as there’s not a long list of CosmosDB customers, and even fewer with experience using it with the Cassandra API. But with both CosmosDB and Google Spanner raising expectations for global database deployments without performance and consistency compromises, there will be plenty of tire kickers."

Amazon Web Services throws support behind neural network interoperability: A few months ago, Facebook, Microsoft and other notable tech companies formed the Open Neural Network Exchange, a project geared at fostering interoperability between deep learning technologies. Now Amazon Web Services has joined ONNX and is contributing ONNX-MXNet, a Python package that adds ONNX learning models to the deep learning framework Apache MXNet.

POV: Putting the acronym alphabet soup aside, what this means is a significant step forward for cooperation between rivals in an important area of AI research. Rather than forcing developers to re-implement deep learning models framework by framework, ONNX seeks to reduce or even eliminate that type of gruntwork, enabling the focus to be on innovation.

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SAP TechEd Barcelona; SAP Leonardo – The Intelligent Enterprise Update

SAP TechEd Barcelona; SAP Leonardo – The Intelligent Enterprise Update

Barcelona in November means SAP TechEd, the technology focused event that is complementary to the more Business focused SAP Sapphire event every May in Orlando. The tone was well set in the opening keynote that directly informed the audience that IT has been in something of a lull in terms of new things in recent years, but now it is time for IT to get engaged learn to deliver Digital Business. SAP Customers should be investing in understand SAP Leonardo as a whole for its ability to transform their Business as much as for any one of its individual technology capabilities.

SAP launched ‘Leonardo’ at SAP Sapphire back in the Spring aiming to bring, what had become a relatively large range of IoT products and associated capabilities associated with existing SAP products, into a single cohesive and recognizable brand. SAP TechEd represented the first major opportunity for SAP to demonstrate the completeness of their vision as to how Leonardo integrates a wide range of the current innovative technologies into Business defined outcomes.

SAP Leonardo is the major foundational element in the SAP strategy to create ‘The Intelligent Enterprise’ by bringing new innovative technologies applied by design thinking methodologies into alignment with existing SAP Enterprise Applications. The width and breadth of capabilities shown running as live demonstrations in the Expo halls testified to the very significant investment in developing both individual capabilities as well as an integrated SAP vision to create an Intelligent Enterprise.

The SAP vision has three main architectural elements namely;

  1. The SAP HANA

Providing support for ‘Data Diversity’, not just in the formats of inputs, but in the diversity of what and how data is used by an Intelligent Enterprise

S/4 Hana remains the key central architectural element, but with extended functionality to take on an enlarged role. Technology upgrades range from adding Hibernate to improve data integration and manipulation together with Graph and Spatial representation. Taken with other recent upgrades such as SAP Vora to extend specific forms of big data handling S/4 Hana has become a massive Data ‘Hub’ able to integrate and process both Stateful and Stateless data flows using a range of specialized tools. Further details on extensions of support for the important addition of Hibernate are here Taking Applications to the Next Level with SAP HANA and Hibernate

  1. The SAP Cloud Platform

Provides the SAP specific support capabilities as a layer over ‘open’ Cloud compute service provision

Designed to be Platform Agnostic and run any significant Cloud Platform Services provider, (Google, Amazon, Azure, etc.). SAP is comitted to supporting ‘Open’ Cloud alliances such as Cloud Foundry. The SAP Cloud provides significant security and management capabilities intended to integrate with and extend the Cloud providers own capabilities.

  1. The User Experience

The delivery of Business value, with announcements of new Machine Learning, and Blockchain capabilities

SAP announced the Machine Learning Foundation as a package containing four elements; 90 ready to apply industry sector trained models, a toolset to customize these models, the ability to import your own trained model, and the capability to set up and train a new unique custom model. Deployment of, or customization, of the included trained models is designed to be straight forward and require little knowledge of Machine Learning technology. Announcement details at https://news.sap.com/sap-expands-sap-leonardo-machine-learning-foundation/

The SAP Blockchain Co-innovation Initiative announcement updated progress noting 27 full members from 11 countries whose combined annual revenues exceed $800 billion are now working together in selected sectors. Additionally, SAP are participating in the Blockchain in Trucking Alliance, BITA, and Spain’s Alastria initiative, full details of the announcement are at https://news.sap.com/sap-blockchain-initiative-expands-to-27-members//

Details of Preliminary moves, including a beta Web Service, to add new levels of data anonymization and privacy in support of the new far reaching General Data Protection Regulation, GDPR, were also released with details here Getting Ready for GDPR: Turning the Data Privacy Challenge into Business Value

Finally examples of Co-Pilot a new interface offering Natural Language Processing were made available to demonstrate the direction that User Interfacing would be taking.

 

Constellation Summary

SAP Leonardo has grown surprisingly fast from its initial introduction to become a well-structured set of capabilities that individually, and collectively, will support customer requirements to use innovative technologies. Overall the harnessing of the new ‘Digital’ technologies with the existing Enterprise IT capabilities provides SAP with a strong position to help its huge installed customer base to ‘transform’ into an Intelligent Enterprise.

It should be noted that across the Technology Industry there are discontinuities in vocabularies that can confuse when comparing messages on products and capabilities from different vendors. The terms used in this report reflect those used by SAP, but others may choose to use the terms Digital Business and AI for key offerings.

SAP is aware that it faces a challenge in repositioning its image from that of a ‘solid’ supplier’ of ERP into an innovative provider of the new technologies that will under pin the business challenges that their customers are facing; but are their customers equally aware to reconsider their relationship with SAP?

Constellation believes SAP customers should re-evaluate the role SAP could play in their business strategy and technology deployments, and as such ensuring that senior Business management plays a significant role in this re-evaluation.

 

Addendum

SAP Leonardo Explained Web page link

 

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Digital Transformation Digest: Net Neutrality Vote Due In Weeks, Walmart's Bang-Up E-Commerce Moves, Microsoft and Databricks Team for Spark on Azure

Digital Transformation Digest: Net Neutrality Vote Due In Weeks, Walmart's Bang-Up E-Commerce Moves, Microsoft and Databricks Team for Spark on Azure

Constellation Insights

Net neutrality vote looms for December: It could be a matter of a few weeks before the U.S. rules governing Internet traffic undergo a major overhaul. Federal Communications Commission Chairman Ajit Pai is set to unveil a final, formal proposal to overturn so-called net neutrality regulations passed under the Obama administration, according to a number of published reports. A vote by the Republican-majority FCC board would be taken at its scheduled meeting in mid-December.

Net neutrality bars ISPs from blocking or slowing Internet traffic associated with legal content. It also prohibits them from favoring traffic based on special payments or other considerations. But Pai says the rules, passed in 2015, wrongly classified ISPs as "common carriers" under Title II of the Communications Act. The classification allowed for net neutrality's protective measures but on balance is an anti-competitive overreach, critics argue.

POV: The net neutrality debate stems from a much earlier time than 2015. In fact, its general contours have been in play for the better part of two decades. That makes the potential for the rules being overturned that much more significant. Net neutrality has long been framed as a consumer protection issue, and that it remains. Other key supporters are Internet companies such as Google and Facebook, which is only natural.

However, today and going forward, Internet traffic is of increasing concern to enterprises of all kinds, and of all sizes, as they seek to create new digital business models, sell and market more effectively, and serve customers who live online more and more. While partisan decisions can be fleeting in Washington—a rules change in December could last only a few years, if current president Donald Trump is not reelected or leaves office under other circumstances—the upcoming FCC meeting is nonetheless extremely important.

Walmart results, online sales boom: The world's largest company continues to drive major gains in online sales, with U.S. e-commerce revenue up 50 percent in the third quarter, Walmart officials said this week.

Importantly, Walmart's pivot to ecommerce is having a holistic effect on the brick-and-mortar business, which still accounts for the vast majority of revenue, and vice versa. CEO Doug McMillon explained the effect this way on a prerecorded conference call:

Our associates are using technology and apps for inventory management and price changes that help make their jobs easier and increase productivity in the stores. Store leverage is helping to allow our strategic investments in eCommerce to continue. It’s also exciting to see how we’re removing friction from the customer experience with express pharmacy, an easier money services process and by expanding pickup options with our automated towers and online grocery. We now have online grocery in more than 1,100 stores and look forward to expanding this popular offering to another 1,000 locations next year.

POV: While its e-commerce strategy may have taken some time to gel, nobody can accuse Walmart of moving slowly now, and some of its recent moves hold lessons for all retailers.

For one, Walmart has recognized that e-commerce demands almost limitless choice. To that end, it has tripled the number of unique SKUs on Walmart.com in one year, to 70 million. A significant piece of that growth is from third-party sellers, but beyond sheer scale, Walmart has taken brand cachet into account, inking deals with the likes of Bose, KitchenAid and Lord and Taylor.

Walmart has also taken steps to preserve the identity of Jet.com, the online retailer it acquired in late 2016 for $3.3 billion. Jet.com built up a reputation quickly with more affluent urban shoppers and milennials, with natural crossover between those two categories. So far, Jet is running business-as-usual under Walmart ownership while continuing to build out its identity with house brands like Uniquely J. Walmart's investment in Jet.com was about horizontal expansion in its customer profile base, not just top-line revenue.

The quarter all eyes are on is the current one, of course, given it holds the busy holiday shopping season. Beyond revenue and profit expectations, the spotlight will be on how well Walmart executes on the customer experience, both in-store and e-commerce.

Microsoft makes Databricks a first-party Azure service: One of Microsoft's key selling points for Azure is its open nature, with support for many third-party technologies. But its new partnership with Databricks is on another level entirely. Here are the key details from an official Microsoft blog post:

Once you manage data at scale in the cloud, you open up massive possibilities for predictive analytics, AI, and real-time applications. Over the past five years, the platform of choice for building these applications has been Apache Spark ... However, managing and deploying Spark at scale has remained challenging, especially for enterprise use cases with large numbers of users and strong security requirements.

Enter Databricks. Founded by the team that started the Spark project in 2013, Databricks provides an end-to-end, managed Apache Spark platform optimized for the cloud. Featuring one-click deployment, autoscaling, and an optimized Databricks Runtime that can improve the performance of Spark jobs in the cloud by 10-100x, Databricks makes it simple and cost-efficient to run large-scale Spark workloads.

Microsoft and Databricks are integrating the latter's platform with Azure on a deep level, including with special connectors to Azure's storage services for faster performance. Add in other Azure-related benefits for caching, query optimization, auto-scaling and other factors and the result is a superior offering for data scientists and engineers, Microsoft says.

POV: Databricks has more than 700 customers on its current platform, which runs on AWS, but Ali Ghodsi, cofounder and chief executive officer, told Constellation VP and principal analyst Doug Henschen that the company has heard lots of requests for an option on Microsoft Azure. Azure Databricks will deliver all the capabilities of the current Databricks platform, but it will be sold and serviced by Microsoft, so it will be a first-class citizen on Azure, with integrations with Active Directory, Blob Storage, Azure SQL, PowerBI, CosmosDB, Stream Analytics and more. For now it's a preview release and the companies are not projecting release dates, but expect general availability by Q1 or early Q2 2018, Henschen says.

"Companies could probably build many big data and analytics capabilities comparable to what you can do in Databricks using combinations of multiple Azure services, but Azure Databricks brings to Microsoft's cloud a well-thought-out, comprehensive and collaborative environment that spans the capabilities of data lakes, data warehouses and streaming systems together with advanced analytical capabilities including machine learning," Henschen says. "This move bolsters Microsoft's credibility as a source of open-source tools and platforms. At the same time it’s a big win for Databricks in terms of exposure to enterprise customers and a whole new base of customers that prefer Azure to AWS."

There is much more detail about the partnership and planned features in Microsoft's full blog post. On balance, they validate the notion that Azure Databricks has serious skin in the game from Microsoft's end; it's far from a case of Redmond certifying a third-party technology for Azure and handing over the proverbial keys in exchange for a cut of revenue. For CIOs, enterprise architects and data science organizations with existing or contemplated investments in Spark, there are good reasons to pay attention to Azure Databricks at a minimum, and become an early adopter program participant as a further step.

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Digital Transformation Digest: Google Unveils TensorFlow Lite, ADT Buys Datashield for Hybrid Cybersecurity, Microsoft Embraces MariaDB

Digital Transformation Digest: Google Unveils TensorFlow Lite, ADT Buys Datashield for Hybrid Cybersecurity, Microsoft Embraces MariaDB

Constellation Insights

Google introduces TensorFlow Lite: During its past two years as an open-source project, TensorFlow has emerged as one of the leading maching learning frameworks in the industry, drawing interest and investment from well beyond its creator and core contributor, Google. Now the TensorFlow team has released a Lite version of the framework aimed at mobile and embedded devices, in a move that will draw excitement but may also seem belated to some.

Here are some of the key details from the team's announcement:

TensorFlow has always run on many platforms, from racks of servers to tiny IoT devices, but as the adoption of machine learning models has grown exponentially over the last few years, so has the need to deploy them on mobile and embedded devices. TensorFlow Lite enables low-latency inference of on-device machine learning models. It is designed from scratch to be:

Lightweight Enables inference of on-device machine learning models with a small binary size and fast initialization/startup

Cross-platform A runtime designed to run on many different platforms, starting with Android and iOS

Fast Optimized for mobile devices, including dramatically improved model loading times, and supporting hardware acceleration

To the last point, TensorFlow Lite includes support for Android Neural Networks API, which works in conjunction with custom hardware accelerators that are found more increasingly on mobile devices these days. It also comes with support for some key machine learning models, including Inception v3 for image recognition; and Smart Reply for quick, automated responses to incoming chats.

TensorFlow Lite should be viewed as an "evolution" of the existing TensorFlow Mobile and will eventually supercede it through a much larger scope, according to the team.

POV: "In the battle of AI platforrms distribution is key," says Constellation VP and principal analyst Holger Mueller. "The more places algorithms can run, the more value there is for developers and enterprises. Google delivering on the TensorFlow Lite announcement gives developers broader reach for one of the popular neural networks and AI platforms, and it's an important move for TensorFlow.

That being said, the move is a fairly obvious one, particularly since Google is the company behind Android, notes Constellation VP and principal analyst Doug Henschen. "Since most of us are carrying supercomputers around with us in our pockets, we should be able to take advantage of machine learning and nueral nets," he says. "What's more, application developers will want these capabilities accessible to users no matter the platform. MXNet and Torch already run on Android and iOS, so it stands to reason that Google would want to extend the versatility of TensorFlow to be a first-class citizen on mobile devices."

ADT buys Datashield for hybrid cybersecurity: While ADT has long been known for its physical security systems—alarms and sensors for businesses and homes alike—in fact, the company has its own offerings for network security, and has partnered with security software providers for some time. Now ADT is taking the strategy a step further with the acquisition of Datashield, which makes a platform for managed threat detection and response. Terms of the deal were not disclosed.

POV: Datashield uses a combination of its software and assigned security experts who investigate and rectify validated threats. This is an advantage over simply sending customers a torrent of security alerts for their own teams to monitor and assess, according to the company. It competes with the likes of Dell SecureWorks.

As others have noted, Datashield presents ADT with ample cross-selling opportunities. Where the challenge lies is educating its customer base on the value proposition, as well as living up to the cost savings Datashield claims its dedicated security monitoring centers can deliver as an outsourcing play, compared to hiring more infosec staffers. ADT is rolling Datashield into a new division called ADT Cybersecurity, which could get some initial traction in a market wracked of late by some of the highest-profile and damaging data breaches ever.

Microsoft embraces MariaDB on Azure: After Oracle acquired Sun Microsystems in 2010, MySQL co-creator Monty Widenius responded to uncertainty over the database's future under Oracle's ownership by leading a fork of the codebase called MariaDB. While experiencing some fits and starts, MariaDB today has become a mature, widely used relational database. A point of validation to that end came this week, with Microsoft's announcement that it is joining the MariaDB Foundation, which oversees the platform's development.

MariaDB will also be offered as a fully managed service on Microsoft Azure, with a preview version coming in the near future. MariaDB will join MySQL and Postgres on Azure.

POV: Microsoft's move isn't as monumental as others it has made in the open-source realm, such as its initial support of MySQL and decision to join the Linux Foundation. Still, it provides more open-source credibility for Redmond while sticking a thumb in the eye of Oracle and its MySQL unit, notes Constellation VP and principal analyst Doug Henschen. Microsoft has taken pains to position Azure as a broadly open cloud platform focused on customer choice, and supporting MariaDB both as a service and on the foundation level falls squarely in line with that attitude. 

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Digital Transformation Digest: Twitter Launches Premium APIs, Google Cloud Spanner Goes Global, Kubernetes Gains Cohesion

Digital Transformation Digest: Twitter Launches Premium APIs, Google Cloud Spanner Goes Global, Kubernetes Gains Cohesion

Constellation Insights

Twitter eyes more enterprise business with premium APIs: While Twitter has long provided APIs (application programming interfaces) for its data at no charge, it also offers enterprise-focused tools based on its acquisition of Gnip back in 2014.

But that two-item API menu has had a functional gap, one Twitter is trying to fill with new "premium" APIs. The free ones provide basic querying and data access, while the enterprise versions offer the full history of Twitter information along with more real-time access. Here's how Twitter describes the value proposition of its premium APIs:

The new premium APIs bring the reliability and stability of our enterprise APIs to our broader developer ecosystem for the first time. They include a clear upgrade path that scales access and price to fit your needs. We’ve built these new products to enable innovation — whether you’re just getting started and building a proof of concept, or are an established company experimenting with new products and ideas. 

Launching today in public beta, our first premium offering is the Search Tweets API, which provides access to the past 30 days of Twitter data. Soon, we’ll add an additional endpoint that will enable access to the full history of Twitter data, going all the way back to @jack’s first Tweet in 2006.

Premium APIs also deliver more tweets per request, greater query complexity and richer metadata. They're offered under monthly contracts, with access available in usage-based tiers. Pricing begins at $149 per month but scales up to $2,499 per month.

Twitter has already posted an API roadmap, which can be viewed here.

POV: The Twitter firehose remains a crucial data source for developers, both in the startup and enterprise realm, as well as CxOs. Twitter's failure to provide a middle-ground level of API access to its data until only now has been a sore spot. Developers have found themselves quickly running up against the free APIs limits, only to be unable or unwilling to invest in Twitter's enterprise-level tooling. With ad revenue struggling, Twitter needs new revenue; it's an open question as to whether premium APIs will generate it quickly, with the answer coming down to awareness, price point, perceived value, and the level of trust between Twitter and developers.

Google's Cloud Spanner goes global: This year, Google introduced Cloud Spanner, the distributed database platform that underpins services like AdWords. While generally available, Cloud Spanner was limited to regional deployments. That's not the case any longer, as Google has rolled out multi-region configurations of the database:

With this release, we’ve extended Cloud Spanner’s transactions and synchronous replication across regions and continents. That means no matter where your users may be, apps backed by Cloud Spanner can read and write up-to-date (strongly consistent) data globally and do so with minimal latency for end users.

Additionally, when running a Multi-Region instance, your database is able to survive a regional failure. This release also delivers an industry-leading 99.999% availability SLA with no planned downtime. That’s 10x less downtime (< 5min / year) than database services with four nines of availability.

POV: While Cloud Spanner's capabilities are impressive, one has to wonder where its relevance is save for very large enterprises running highly complex workloads. To that end, Cloud Spanner may be battle-tested within Google but remains a new product in the commercial sense.

So far, Google's named references for Spanner include SaaS vendors such as Marketo. The marketing automation provider had actually moved its underlying database platform to a non-relational store some time back in order to gain needed scalability, but ran into problems over time since its products are so aligned with transactional data. Cloud Spanner is providing traditional relational characteristics along with the scale Marketo needs for its services, a spokesman said. Other references include Evernote, which is converting 750 MySQL instances into a single Cloud Spanner instance, according to a statement.

Cloud Native Computing Foundation provides Kubernetes coherence: The influential industry group Cloud Native Computing Foundation has announced a certification and interoperability program for Kubernetes, the increasingly popular open source project for software container orchestration.

Some 32 certified Kubernetes distributions and platforms are availble under the program, which uses a testing suite to validate submissions for conformity with standards. They include offerings from Alibaba, Canonical, Apprenda, Cisco, Cloud Foundry, Docker, Google, IBM, Microsoft, Oracle, Red Hat and SAP, among many others.

POV: Kubernetes originated at Google and over the past three years has become one of the fastest-growing open source projects ever. Containers underpin the next generation of cloud architectures, so some level of cohesion among industry players is to be expected, but the level of cooperation evidenced by the certification program's success is nonetheless remarkable.

Moreover, the sheer amount of critical mass it provides around a single, interoperable version of Kubernetes makes the prospect of a fork almost unthinkable. This is one case where enterprises will benefit from the shared interests of many vendors, who will have to compete based on the quality of services and value-added features.

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Event Report: Dreamforce 2017 - Quip's Digital Canvas Brings Context to the Salesforce Platform and Beyond

Event Report: Dreamforce 2017 - Quip's Digital Canvas Brings Context to the Salesforce Platform and Beyond

Monday Nov 6 - Thu Nov 9, Salesforce held their annual Dreamforce conference in San Francisco. This massive gathering of customers and developers covers the full range of Salesforce offerings, from Sales to Marketing to Customer Service and much more. Constellation Research had a team of analysts in attendance, with my focus being on the collaboration components of the event. Below I will discuss 3 key areas: Quip, Community Cloud, and Salesforce and Google partnership announcement.

For more information, please read the posts by my colleagues Cindy (Marketing and Sales), Doug (Data and Analytics), Holger (Infrastructure and application development), Andy (IoT) and Dion (leadership and business transformation)

Quick Summary

  • Quip: Introduced Live Apps, which enables people to embed a variety of content onto a Quip page, turning it into a Digital Canvas for collecting information in context on a single page
  • Community Cloud: Introduced Lightning Flow and Einstein Answers
  • Salesforce and Google partnership: Access Salesforce information in Gmail and Google Sheets. Salesforce customers can trail GSuite for free for a year. (* several restrictions apply)

Below is a short video where I discuss these items

 

Quip - The Digital Canvas That Glues Salesforce (and many other things) Together

For those of you that are unfamiliar with Quip, it started as an online "word processor" that combined documents, spreadsheets and chat into a seamless experience. They were acquired by Salesforce in August 2016, and since then have been rapidly expanding the variety of content that can be embedded onto a page, culminating in the announcement at Dreamforce of what they are calling, Live Apps. Live Apps fall into three categories:

  • Native features (tables, images, kanban boards, countdown timers, progress bars, Salesforce records, etc)
  • Business Partner integrations (currently: Atlassian Jira, Workplace by Facebook, New Relic, Lucid Chart, Smartsheet, Docusign)
  • Customer applications using the API (an example was shown where 20th Century Fox embedded a custom video player)

MyPOV

As the number of applications and websites people use to get work done grows, so to does the complexity and lack of context. Enter the concept of a "digital canvas", where multiple sources of content can be embedded together in a single place. When conversations can take place in context around these combined canvas, and updates to the content occur in real time, it makes work more productive, effective and efficient. Constellation Research sees Quip as the way Salesforce can tie together not only content from their own services, but those of their partners as well. For example, a Quip canvas could show information from a Salesforce customer record along with all their open customer service tickets, tweets about their products, support documents and files, the marketing campaigns they are part of, product images and a task list, plus enable the account team to have conversations about all these objects in a single place.

Quip faces a few obstacles for mass adoption. First, The concept of a "digital canvas" is new to most employees, so explaining what it does and how it works can be difficult. Does Quip compete with products like Box Notes and Dropbox Paper, or Microsoft Word and Google Docs, or Evernote and Microsoft OneNote, or Confluence and Socialtext? Second, Salesforce needs to reconcile (and vocalize) the long term roadmap between Quip and Salesforce Chatter. While there are differences, customers still need to know when and why to use each product. Third, licensing, purchasing and administration needs to become a seamless part of the overall Salesforce experience in order for it to grow within large enterprises.

Example of a Quip document I used while working on this blog post.

Ex of a Quip document

 

Community Cloud - Enabling Conversations, Knowledge Sharing and Commerce

The Salesforce Community Cloud provides digital experiences for use both externally with customers and internally with employees. At Dreamforce 2017 they made several announcements which can be seen in this keynote.

With respect to personal productivity, collaboration and getting work done... the two most significant items are Lightning Flow and Einstein Answers.

  • Lightning Flow (MyPOV conspicuously named similarly to Microsoft Flow) enables people to easily create rules that automate common actions that occur inside communities. For example, if someone selects a certain topic, you could automatically move them into a certain marketing campaign. It will be interesting to see what templates Salesforce (and their partners) provides to help guide people in creating flows.
  • Einstein Answers leverages Salesforce's artificial intelligence engine to enable community members to ask questions and have the most relevant answers returned to them, as well as recommended subject matter experts, without the need for human intervention. 

Salesforce Community Cloud

MyPOV

With partner integrations for everything from ecommerce to video conferencing, custom branding, integration with the rest of the Salesforce portfolio, and new features like Flow and Einstein answers, Salesforce Community Cloud provides a very robust platform for both internal and external communities. With one of their main competitors Jive Software struggling in 2017, the market is ripe for Community Cloud to gain traction with new customers and expand their usage within existing Salesforce accounts. I would like to see Salesforce push the internal intranet use case stronger than they currently do, as I believe getting employees hooked can lead to expansion into other areas, especially around collaboration via Quip and Chatter.

Salesforce and Google - The Enemy of My Enemy is My Friend

One of the "surprise announcements" at Dreamforce was a tighter partnership with Google. The announcement involves several areas, so I will focus on the productivity and collaboration tools, while my colleague Cindy will cover Marketing and Sales Cloud integration with Google Analytics 360, and Holger will discuss Salesforce's use of Google's data-centres.

At Dreamforce 2015 Salesforce and Microsoft announced several strategic partnerships. However, since Microsoft acquired LinkedIn in 2016 the future of that partnership has been in question. The new announcements with Google hint at a new (but not exclusive) direction for Salesforce with Google's products. The new partnership includes:

  • Salesforce Lightning for Gmail: Users can surface relevant Salesforce CRM data in Gmail, and interactions from Gmail directly within Salesforce.
  • Salesforce Lightning for Google Sheets: Users will be able to auto-update data between Salesforce Records or Reports and Google Sheets.
  • Quip Live Apps for Google Drive and Google Calendar: Teams will be able to embed and access Drive files (e.g., Google Docs, Slides, Sheets) or their Google Calendar inside Quip.
  • Salesforce for Hangouts Meet: Within Hangouts Meet, users will be able to surface relevant Salesforce customer and account details, service case history, and more

Also, Salesforce customers who are not currently Google G Suite customers will be able to trail G Suite for up to a year. There are several restrictions and details to this offer which can be viewed here.

MyPOV

Stronger integration between Google and Salesforce's products will be very welcome to their joint customers. It also could influence customers making a decision between Microsoft Office 365 and Google G Suite, and similarly customers deciding between Salesforce CRM or Microsoft Dynamics. It will be interesting to see where this partnership is in a year; including how many customers have taking advantage of the trail and how far along the product integration has come.

Conclusion  

Salesforce Dreamforce is one of the "can't miss" tech events of the year. This year there was not a major product announcement like there has been in previous years (ex: introduction of Salesforce Lightning or Salesforce Einstein) but rather an overall "maturing" of the product lines. This includes new features, new integrations, new customers and new partners... which is a good thing. Sometimes incremental improvements mean more to customers than a big bang. For my coverage of personal productivity and collaboration, obviously the introduction of Quip's Live Apps is significant. The ability to bring context to content on conversations via a seamless "digital canvas" is going to play a important role in the Future of Work.

 

Future of Work

HPE, Rackspace to Debut Pay-As-You-Go Private Cloud

HPE, Rackspace to Debut Pay-As-You-Go Private Cloud

Constellation Insights

Hewlett-Packard Enterprise and Rackspace are teaming up on a new offering that will combine the OpenStack IaaS fabric with HPE servers run at a data center of a customer's choosing, with metered pricing. The companies claim customers can save at least 40 percent compared to using the "leading public cloud," also known as Amazon Web Services. Here's how HPE and Rackspace describe the value proposition:

Leveraging HPE Flexible Capacity, customers pay for what they use in an on-demand consumption model for infrastructure. This feature enables private cloud customers to more closely align resources to growth and handle burst capacity and traffic spikes without the need to pay for additional fixed capacity.

Enable enterprise-grade security and reliability: With a single-tenant model, customers can eliminate the performance and “noisy neighbor” issues commonly found in multi-tenant environments, and can more easily meet security, compliance and data sovereignty needs.

Rackspace will provide managed services for the systems, with a 99.99 percent uptime guarantee. The company terms itself the world's most seasoned OpenStack operation, with greater than a billion "server hours of OpenStack expertise."

The systems are set for general availability on November 28. Rackspace plans to offer similar managed private clouds based on VMWare and Microsoft Azure Stack next year.

Analysis: A sensible partnership, but will customers follow?

On paper, the deal makes good sense for both HPE and Rackspace. The former gave up its public cloud ambitions entirely, ceding the market to AWS and others, but still has massive amounts of server and networking kit to sell. HPE also has useful software assets for private cloud management, with the acquisition this year of Cloud Cruiser. It had already been the largest customer of Cloud Cruiser's technology for monitoring and measuring IT infrastructure usage and spending, rebadging it as HPE Flexible Capacity.

Meanwhile, Rackspace has steadily moved away from its roots as a hosting provider and into specialized managed services, particularly for OpenStack, which it co-created with NASA in 2010. Today, OpenStack is a highly successful project managed by the OpenStack Foundation, with more than 500 participating companies. That means Rackspace can't claim to be the only player with the right OpenStack chops, but its experience with the technology obviously puts it in the lead.

Where HPE and Rackspace's announcement should prompt cause for skepticism comes in the cost saving claims. Rackspace's website says its estimates are based on an "internal pricing analysis," the methodology of which hasn't been made public. Prospective buyers of the new private cloud service would do well to hold Rackspace's feet to the fire on its pricing claims.

However, even if the savings don't quite measure up to those lofty heights, the large enterprises HPE and Rackspace are targeting may find the service's key differentiator lies in its single-tenant model. although AWS and other public cloud providers may have a quibble with HPE and Rackspace's invocation of "noisy neighbor" problems on their services. The term refers to cases where on a multitenant cloud service, a particular application begins to hog bandwidth and other shared resources, causing performance issues for other tenants. This problem can be avoided through bare-metal deployment options, which have been available for years but do incur fractionally higher costs.

Overall, HPE and Rackspace's announcement came without much ceremony, but the service's success will certainly be one to watch closely in the coming months.

Tech Optimization Chief Information Officer

Salesforce Dreamforce 2017: 4 Next Steps for Einstein

Salesforce Dreamforce 2017: 4 Next Steps for Einstein

Salesforce Einstein Prediction Builder, Bots, Data Insights and a new data-explorer feature stand out as the big AI and analytics announcements. Here’s what they’ll do for your business.

To Salesforce customer Bill Hoffman, Chief Analytics Officer at Minneapolis-based US Bank, the “A” in “AI” is about “augmented” intelligence because, as he said in a keynote at this week’s Dreamforce event in San Francisco, “there’s nothing artificial about it.”

US Bank has deployed Salesforce Einstein capabilities including Predictive Lead Scoring and Einstein Analytics (formerly known as Wave) for customer attrition analysis and retention efforts. It's also using Einstein Discovery (formerly BeyondCore) to better understand customer behavior and cross-sell opportunities. The bank expects to roll out Einstein capabilities to more than 2,000 of its customer-facing financial advisers across the firm in hopes of “personalizing service at scale” and “creating a differentiated customer experience,” Hoffman said.

Personalizing at scale is precisely the idea behind two “myEinstein” capabilities announced at Dreamforce. Also announced were two Einstein Analytics capabilities. All four capabilities are coming to the portfolio next year. Here’s what they promise to do for your business.

Einstein Prediction Builder: Plenty of Salesforce customers are using or considering machine-learning-based Einstein capabilities, most of which were detailed in my 19-page report published earlier this year. But at Dreamforce 2017 we heard the revealing stat that some 80% of the customer data in Salesforce is tied to custom (customer-defined) fields and objects. No surprise, then, that the number-one ask among Salesforce customers was for customizable, as well as pre-built, Einstein insights, predictions and recommendations.

Einstein Prediction Builder is a no-code capability designed to enable non-data-scientists to develop predictions using custom fields. Use cases are limitless, but popular use cases are likely to include cross-sell/up-sell, churn, CSAT and propensity-to-escalate analyses. Prediction Builder will be powered by the same machine-learning data pipeline that handles millions of Einstein predictions per day, but it will be opened up – starting with a February beta release and likely June general release – to custom fields and objects in Salesforce. Pricing has not been finalized.

Einstein Bots: Salesforce picked up strong natural language understanding and natural language translation capabilities through its 2016 acquisition of MetaMind. Einstein Bots, a second My Einstein feature, will couple these language capabilities with Salesforce data and the Salesforce workflow engine to power automated customer-service agents. The idea is to handle the bulk of the simple, frequent service cases, such as user password resets, while leaving the long tail of complex and infrequent service inquiries to human agents.

As with Prediction Builder, Einstein Bot development will be a no-code proposition. It will start with point-and-click selections and workflow setup and uploading of spreadsheets of sample customer-service interaction text to train the language model. Beta release is expected in February with generally availability to follow in June. Pricing will be announced at general availability, but I expect it to be based on the volume of cases handled over a specified time. The Bots will start with text-based interaction, but voice-based interaction is likely to follow.

Einstein Data Insights: This new Einstein Analytics (formerly Wave) capability provides deeper insights into standard Salesforce reports from the Sales Cloud, Service Cloud and, eventually, other clouds. Powered by the same engine behind Einstein Discovery, Einstein Data Insights will automatically surface important trends, outliers, changes over time and even data-quality problems within standard reports, displaying a combination of visualizations and textual explanations. Users will press a button embedded on a standard report and the visualizations and textual explanations will appear on the right side of the screen (see image below). This capability is also expected to see beta launch in February with general availability next June. The pricing model has yet to be determined.

Einstein data explorer feature: This capability, which will be included with Einstein Analytics, will let you have "a conversation with your data," says Salesforce, by typing in questions in plain English. Behind the scenes, keyword-driven interpretation will help you drill down on dashboards and visualizations to better understand not just what happened by why it happened. You could drill down on a total figure, for example, by typing “amount by product.” Or you could analyze performance by typing in “lost deals by product.” This feature is expected to be generally available in February.

My Perspective on Einstein’s Progress

As compelling as the coming Einstein capabilities are, the big question on the minds of many customers is “how much will it cost?” It seems we’re still in a chicken-and-egg phase in which both Salesforce and customers are trying to figure out how much Einstein capabilities are worth. Different sorts of predictions and recommendations have different values, depending on the cloud and the types of actions triggered. The size and nature of the customer adds another dimension of complexity, with large enterprises sometimes preferring all-you-can-eat enterprise deals. Salesforce, meanwhile, needs to establish clear revenue expectations to keep its investors and Wall Street happy. Innovation presents its challenges.

Picking up on trends in big data and open-source software pricing these days, one possible pricing approach would be to provide free access to Einstein development tools and a limited number of predictions or recommendations so businesses can get a sense of what they can do. Once the capability is deployed, Salesforce could apply volume-based per-prediction or per-recommendation charges would kick in. In this way, charges would be tied to the value delivered to the customer, although different customers would surely have different perceptions of value, so it might be hard to come up with a one-size-fits-all pricing scheme.

One thing that customers might have found confusing at Dreamforce was the distinction between Einstein and Einstein Analytics (formerly Wave Analytics). There were two separate keynotes at Dreamforce and there are two separate teams behind different sets of Einstein capabilities. But they are both part of one portfolio and a continuum from descriptive and diagnostic analytics to predictive analytics and prescriptive recommendations and actions (as well as advanced language and vision capabilities and APIs for human-interactive applications). Before you can get to the predictive and prescriptive part you need to have good data and reporting in place.

US Bank is using capabilities across the Einstein continuum, and Bill Hoffman, when asked for advice during a keynote, said you have to start with data quality and you have to bring in key stakeholders and risk management and compliance partners from the beginning. In short, don’t expect to get the sizzle of “AI” without addressing the the meat-and-potatoes of data management and baseline reporting and analytics.

The unsung announcements that didn’t get as much attention at Dreamforce included a recent rewrite of the Einstein Analytics engine said to deliver a 30% reduction in data-ingestion and query times. Available data capacity was also more than doubled to 1 billion rows per customer. For easier data loading from external sources, Salesforce has added out-of-the-box data connectors for AWS Redshift, Google BigQuery and Microsoft Dynamics, and more than 20 additional pre-built connectors are to be added over the next six months. Finally, Smart Data Prep capabilities have been enhanced with data profiling, auto clustering, anomaly detection, filtering and transformation suggestions.

These upgrades aren’t the sexy stuff, but they are day-to-day productivity improvements that will help sell customers on handling analytics within Salesforce and advancing to Einstein predictions and recommendations.

Related Reading:
Tableau Conference 2017: What’s New, What’s Coming, What’s Missing
Oracle Open World 2017: 9 Announcements to Follow From Autonomous to AI
Microsoft Stresses Choice, From SQL Server 2017 to Azure Machine Learning

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Salesforce IoT; A major showcase at Dreamforce

Salesforce IoT; A major showcase at Dreamforce

It’s that time of the year when Salesforce persuades almost unbelievable numbers of people, (said to be 170,000), to come to San Francisco for its annual Dreamforce event. It’s no longer possible to classify attendees as customers, developers, even pure CRM professionals as the pervasive nature of Salesforce Technology at the center of Enterprise capability has broaden the roles and interests of the attendees. The packed exhibition halls offer a scale and diversity of exhibitors that more closely resembles an Industry Trade show than a vendor show; yet everything on show runs on, or integrates through Salesforce technology including IoT!

Salesforce is certainly not new comer to IoT, but what is new to the Industry generally, is the Salesforce views on what IoT can do for an Enterprise, and how to get started. It’s a carefully crafted approach that matches and compliments their other technology, and the working practices of the ‘core’ Salesforce delivery staff in their various Enterprises.

The IoT keynote introduced the Salesforce point of view and proposition for IoT, with a series of following sessions used to build the details with deployment examples from two, three or four customers as proof points. Here are the Salesforce IoT key message statements presented;

  1. Behind Every Device there is a Customer;

Salesforce IoT products, tools, and deployment all relate directly to those activities that in some way, or other, will create a better customer experience.

A statement that positions Salesforce with a simple, clear, and well-defined Business focus in what is otherwise a very broad, often technology defined, marketplace. The focus allows Salesforce to align IoT with their core Business proposition, customer base, and Industry experience and is a contrast with the majority of the IoT market which aligns with machines and process improvements.

  1. Events, and Data, make IoT Business Valuable

Salesforce defines IoT value as any ‘real-time’ event triggers that create data inputs rather than limiting IoT to the often-used conventional definition referring to data from Sensors.

Whilst this may not fit necessarily fit with the popular Industrial IoT categorization, it does Salesforce to make use of a wider range of Enterprise sources as ‘IoT’ inputs. Salesforce IoT capability is able to make effective use of inputs from all of the nine principle areas of ‘engagement’ to be found in ‘Systems of Engagement’. Some of these sources, such as Social, are clearly of great value to the Salesforce IoT Customer focus in 1).

  1. Deploy from Salesforce Cloud Engines Business Value

IoT pilots, and small-scale deployments, have been hard to business justify due to the need for a unique complex processing

Creating IoT event data from simple low-cost deployments is not difficult, but making use of the data has often been a barrier to any real success. The premise that IoT will support ‘real-time’ read and react capabilities that deliver new business value has been difficult to deliver without expensive investments in complex Event Engines. Salesforce IoT works in association with, and fully integrated to, Salesforce Clouds offering a familiar development environment and full integration with other Enterprise activities. The standard Salesforce benefits of starting small at low cost and scaling up enable practical IoT projects to be quickly tried and tuned.

  1. Salesforce MyIoT Personal Toolset Eases Delivering Initial Value

A new product to facilitate rapid deployment of ideas as fully functional implementation using a highly business intuitive user interface.

In designing the MyIoT product Salesforce expect to encourage any Salesforce professional to be able to deliver a proof of concept as a genuine fully functional solution this breaking down the barriers to wide spread innovation. MyIoT implementations are fully functional and can be used to address the smaller project, or to prepare for a large-scale deployment.

  1. Updated Salesforce IoT Product Sets For Scale Up

Updated versions of Salesforce IoT Explorer Edition and Salesforce IoT Enterprise Edition complete Salesforce IoT product range

Full Product function listings for each can be found at; IoT Explorer Edition and IoT Scale Edition

  1. Significant Experience and Trained Advisor and Partners

Salesforce has grown its support and training capabilities to align with the expected increase in interest that the above will create.

Dreamforce provided a significant number of Case Study sessions on different ways that Salesforce had created business value for customers in a wide range of Sectors. In addition there was a dedicated Salesforce IoT Trail area to showcase partners covering Business Consulting, System Implementations and supporting Products to extend functionality.

 

Constellation Summary

Salesforce has been very active from the early days of the IoT market and clearly has gained a lot of practical experience that has been used in defining its IoT market positioning and products.

Cloud deployment models, the shift towards Systems of Engagement, including Machine Learning and Augmented Intelligence, all combine to require a IoT data and event management. Add Digital Business market disruption driving increased focus on customer centric activity and Enterprises are going to need to look very careful at their IoT strategy.

With the clarification of direction and product updates plus the existing investment in Salesforce existing salesforce customers should look carefully at the Salesforce IoT proposition.

 

Addendum

Salesforce IoT Overview

- https://www.salesforce.com/products/salesforce-iot/overview/

Salesforce ‘Behind every device is a Customer’

- https://www.salesforce.com/products/salesforce-iot/why-salesforce/

 

Tech Optimization

Digital Transformation Digest: IBM's Latest Quantum Computing Push, OpenStack Foundation Looks Beyond, Department Chains Still Wrestling with Online Shift

Digital Transformation Digest: IBM's Latest Quantum Computing Push, OpenStack Foundation Looks Beyond, Department Chains Still Wrestling with Online Shift

Constellation Insights

IBM pushes quantum computing envelope: Big Blue has fired the latest salvo in the competitive war between itself and the likes of Google and Microsoft over quantum computing, announcing it has created a working prototype of a 50 quibit processor.

Cassically-designed computers are binary in structure, storing bits as either a one or a zero. But quantum systems take advantage of the behavior of subatomic particles, which can hold multiple states. This phenomena, which is known as superposition, stands to give quantum systems vast amounts of processing power as they are developed and reach viability at scale. Qubits are the quantum counterpart of traditional bits.

The near term goal among IBM and its rivals is achieving "quantum supremacy," wherein a quantum computer can finish a task faster than any conventional computer. Google has characterized 50 qubits as the bar for quantum supremacy.

POV: While the 50 qubit system remains a lab creation, IBM will provide cloud-based access to Q quantum computers with 20 qubits of power by the end of this year. Early quantum computers such as these remain highly unstable. IBM says its initial Q systems will have a "coherence" rating—the time available to run quantum computations—of 90 microseconds, although IBM characterizes this result as leading the field.

While IBM and others have signaled that commercial quantum computing systems are on the horizon, for now IBM's goal is to create a critical mass of research and academic interest around its activities. Some 60,000 users have conducted nearly 2 million experiments on IBM"s cloud-based quantum computing service, representing nearly two thousand universities, high schools and other institutions, according to a statement.

Desktop Metal hatches heavy 3-D printing plans: A Boston-area startup that has raised more than $200 million for its metal 3-D printing systems is now taking international pre-orders for its Studio System prototyping machine. BMW Group will be the first international company to get one of the systems, according to Desktop Metal's announcement. Interest among U.S. companies for Studio Systems has been strong as well.

But the real—albeit yet unproven—breakthrough for Desktop Metal is set to come in mid-2018, with the release of the Production version of its system. The systems, which use an inkjet printer's approach to creating complex metal parts, will be 100 times faster and 20 times cheaper than laser-based 3-D metal printing systems, according to the company. Desktop Metal Production is geared toward manufacturing at scale, with advantages that other methods can't match.

The systems' sweet spots are smaller batches of complicated parts, that can be designed and printed through software, with no special casts or tooling required. Moreover, the parts can be made in non-factory settings, reducing overhead. Another advantage, as noted in the Register: Since the parts would be software-driven, the files could be sent electronically to local machines, which on paper would avoid import tariffs associated with bringing goods across borders.

POV: Desktop Metal's inkjet-style approach is not unique, nor its its use of metal in the printing process. Still, the startup has attracted investments from the likes of Google and BMW, and is said to have a rich patent portfolio backing up its commercial ambitions. The challenge now is to deliver Production systems that live up to the speed and cost Desktop Metal is touting.

Macy's places new bets on tech for turnaround: Department store chain Macy's reported third-quarter results this week that saw profits beat estimates but revenue fall 6.1 percent to $5.28 billion. Those numbers reflect continued difficulty in the brick-and-mortar side of the business, but also more success in shifting sales online. Macy's recently brought on a new president, Hal Lawton, who has experience at eBay and Home Depot.

Lawton's unique background and experience working with technology is something Macy's is banking on big-time as it plots a defensive and offense strategy against not only rivals such as Kohl's but especially Amazon, which has made a series of strategic moves, such as the acquisition of Whole Foods Market, to build out its brick-and-mortar presence.

Macy's has experienced 33 quarters of double-digit growth in online sales, but still has work to do on some fundamentals, CEO Jeff Gennette said during a conference call:

So some of the things that we're focused on with respect to technology, is really making sure that our ongoing site optimization is just really strong, and we learn every day. We do a good job here, but we have lots of opportunities to improve on this. We're looking at mobile and tablet app responsiveness and making sure that we get the conversion rates there where we want them.

One challenge retailers like Macy's face from Amazon is the latter's sheer scope of inventory and product availability. Macy's is looking to expand its direct-ship-from-vendor operations as a way to combat that, Gennette said. In addition, Macy's plans to leverage machine learning for personalized shopping experiences, he said. The latter is hardly a pace-setting move, so it remains to be seen how well Macy's executes.

Macy's is also hoping to lure new customers, particuarly so-called Generation Z members, to the fold. Gennette gave a broad outline of the chain's plans here:

And then lastly, to the previous question about on-boarding of new customers and the idea about the Gen Z customer and using user-generated content, being in the social space, using our teams in a more relevant way to market in a more authentic way is all part of what's on our kind of technology playbook.

POV: Macy's recently overhauled its customer loyalty program, and while officials reported that initial feedback has been positive, statistical results weren't made available. Overall, the U.S. brick-and-mortar retail sector remains a boxer in late rounds, leaning on the ropes, with forecasts for 2018 not looking especially positive. Macy's is one chain talking a good game about innovation and transformation; as the busy holiday shopping season gets underway, the contest is already in crunch time.

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