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How to Deliver Great Customer Experience

How to Deliver Great Customer Experience

Dr. Natalie Petouhoff, VP and Principal Analyst, Constellation Research, Inc. describes rising customer expectations and the importance of offering good customer service to create optimal customer experiences.

Next-Generation Customer Experience Chief Customer Officer Off <iframe width="560" height="315" src="https://www.youtube.com/embed/mhG8JNd3BiU" frameborder="0" allowfullscreen></iframe>

IoT; The need for Geospatial Integration of ‘Positions’ in Digital Smart Services

IoT; The need for Geospatial Integration of ‘Positions’ in Digital Smart Services

A substantial number of new Consumer Smart Services delivered by a Smart Phone, or in Car Systems, rely on the Position of the user relative to Positioning of a resource, such as a Restaurant, to work. It seems simple, and its translation into full blown IoT commercial systems seems straight forward, but is that really so? Is the representation of key features in an App ‘Map’, or from a Blueprint of a Building, the same as that of a Geospatial map?

The answer is obviously not, but in marking the site of a restaurant on a road for directions, as an example, Google Maps provides all the accuracy required. In comparison, a utility company relies on the details and accuracy that a conventional Geospatial Map provides for the Service Management of its widely deployed Assets.

Industrial Internet and Industrie 4.0 initiatives in creating and deploying Digital Twins is one example of the factors bringing the requirement for good quality ‘Position/Positioning’ into focus. The rational for a digital twin connected to physical versions in the real world is to gain a direct comparison between operating conditions experienced versus the theoretical assumption. As such the operating conditions affecting the physical versions are a critical factor. Geospatial maps provide a great deal of extra information about the surrounding terrain that may well be affecting different physical versions in different ways as well as explaining the deviations from the expected Digital Twin predictions.

Many of the large complex machines in the first wave of Digital Twining are also mobile; Locomotives, Jet Engines, etc., all bring the need to include the data on position. What happens if all the Railroads where to send the position of their Physical locomotives to the Digital Locomotive Twin using their own representational maps or drawings?

The Geospatial industry refers these captures as ‘Scans’, and of course they are usually unique customized ‘representations’ that will need reinterpreting, and as well as being very large data files to have to send. Assuming that the Scans are successfully transferred, and integrated, (not easy), then Position will be documented, but in analyzing the data the contextual Positioning becomes important. Positioning refers to the impact of the environment around the Position, as in the contours of a map detailing if the position is a locomotive working on flat geography, or hills, as one example.

Positioning is as vital for most data processing as Position; even in static machinery it can be the simple relationship to other machines, such as electro-magnetic interference impacting hospital BMI scanners. Reduced voltage supplies and brownouts may need to be tracked, and of course there is the question of Service Engineers access, amongst a host of other positioning factors.

A great deal of the commercial value in a Digital Twin lies in the comparison of the theoretical operational data with the actual operating data experienced by a range of Physical Twins. Understanding the deviations to enhance the design is difficult if there is no Physical Positioning data to provide the context for the eagerly sought ‘real’ data.

The diagram illustrates clearly the difference between a Geospatial map on the left with additional context on Positioning and a Scan representation on the right which contains a great deal, (too much), data of little significance to the Positioning context.

 

The Scan on the right was designed to be of great value to the Rail Company’s own Maintenance Operations showing the necessary detail of the installed Assets in context, or Positioning, to the use that they need to make of the information. Almost all Enterprises will have such Scans as the traditional manner of capturing and storing data in separate operational activities; and, many Chief Engineers will confide that that even internally they find it difficult to relate, or integrate, such Scans together. 

The example below shows, on the left, the representative Scan of the installed system, probably created by the installer, whilst on the right is an example of the kind of blueprint created by the architect. The Service Engineer is expected to integrate in his/her mind the two in order to locate physically the elements that need maintenance. Unless personally familiar with the offices and installation then this is a difficult task to achieve before work can even start. This problem has existed for many years, and has made ‘Service Engineering management’ a prime target for IoT deployment.

Statistics on the maintenance of Building Management Systems suggest that between 10 and 30% of on-site time is spent on finding and gaining access to the item requiring service attention in a Building. The complexity of systems built into a large modern office block, and the separation of installation from maintenance, plus different security key holders for different floors, or zones, all result in a pile of different Scans using different formats, data, and scales.

As IoT is increasingly understood to bring the new working practices across interconnected Business networks of devices and resources, then the sharing and integration of data moves beyond the challenges illustrated at an enterprise level. Add the additional importance of ‘pictorial’ Graph User Interfaces to simplify the presentation of complex data and overall the importance of Geospatial becomes not only clear, but also vital.

Smart City projects with public, and private, participation across a substantial geography, have made the use of Geospatial data for position and positioning a critical success factor.

The Verve Smart City Project in Manchester, backed by the UK government, is an excellent case study. A consortium of 21 partners including many leading Technology Vendors are working to deliver; “CityVerve’s ‘platform of platforms’ treats the city as a living breathing organism by giving it a technology layer that acts as a central nervous system; smartly supporting and connecting independent systems and applications”.

With a focus on four key areas; Health & Social Care, Energy & Environment, Travel & Transport, Culture & Public Realm the amount of data that users, Public, Private and Personal, will create, share, interact is huge, and much of it will require integration into Services. And for Smart City to function in an integrated manner Position and Positioning will lie at the core of much of the activities. The diagram below shows that for Services Integration it will be necessary to not only define the Geospatial location of the building, but also to expand the building using Geospatial data to be a common reference data source for the internal geography.

There are specialist providers of the tools to provide detailed Geospatial mapping at Building level with the addition of context data related to each Asset and locations. The resulting ‘mapping’ provides a rich data capability in a common format that can be shared between Services companies to allow IoT devices to be powerfully augmented with both Geospatial and contextual data. The following diagram is a screen shot taken from the Verve Smart City project illustrating this capability.

Manchester Smart City Project Verve showing IoT Devices locations combined with context data within a building using the capabilities provided by the UK company Asset Mapping

Any type of Data Integration has always led to a substantial effort through various technology alliances to determine standards, and sadly usually the result with be more than one. Fortunately Geospatial is already standardized, and has been for hundreds of years, around the use of Latitude and Longitude with almost the entire surface of the earth mapped in this manner to extraordinary high standards of accuracy. More recently the recognition of the need to use Geospatial data in Technology systems has resulted in the founding of some key enabling organizations.

The Open Geospatial Consortium (OGC), an international voluntary consensus standards organization, originated in 1994. In the OGC, more than 500 commercial, governmental, nonprofit and research organizations worldwide collaborate in a consensus process encouraging development and implementation of open standards for geospatial content and services, sensor web and Internet of ThingsGIS data processing and data sharing.  https://en.wikipedia.org/wiki/Open_Geospatial_Consortium

A further practical aid comes from the OpenSensorHub who offer the following definition of their activities; “OpenSensorHub is a license free, open source software platform for geospatial (FOSS4G) sensors that allows you to easily, rapidly and affordably network sensors into a seamless SensorWeb of real-time, location-aware, interoperable, web accessible services. With OpenSensorHub, these OGC compliant SensorWebs can be enabled across all manner of space-based, airborne, mobile, in situ and terrestrial remote sensors — including your basic mobile device. OpenSensorHub finally makes it possible to integrate location-aware sensors into the geospatial mainstream.”

Google Maps are of course one of the best-known sources to add mapping to a project and they provide a guide to using their Mapping products to assist first time users.  Details can be found in Storage.Googleapis here. For those requiring greater detail and accuracy in features there is GeoMesa, an open source extension built on Apache Accumulo supported on Google Cloud Big Table with access via Apache HBase Api. GeoMesa running on GeoServer fully supports the Open Geospatial Consortium standards, OGC, and further details are here.

‘Mapping’, in the broadest sense of the word to include including Architectural and Engineering drawings, has built over hundreds of years a huge library of documents. Most, created with little thought that they would ever need to be shared outside the confines of those directly working on and familiar with the projected use.

IoT connected smart devices with built in GPS are a significant game changing moment in the use of ‘Mapping’, and the consequences require new thinking as to the role of any documents that incorporates positioning. The tools are available to make use of high quality, high accuracy Geospatial data, and to be able to readily exchange and share the data between Devices and Services. The biggest barrier appears to be the understanding the need to do this!

New C-Suite Data to Decisions Future of Work Innovation & Product-led Growth Tech Optimization Chief Digital Officer

Women In Technology: 2016 Study Shows Potential of Women Entrepreneurs

Women In Technology: 2016 Study Shows Potential of Women Entrepreneurs

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In 2013, The Muse, in association with Women in Tech, published a report reflecting the huge potential of female entrepreneurs and employees. For example, Fortune 500 companies with at least 3 female directors have on average 53% higher returns on equity, sales and invested capital. This special report gives tangible recommendations that companies can implement to create a positive working environment for women and men to thrive in.

Here’s a sample of the findings of the current report in 2016:

  • There has been a 21% increase in undergraduate women studying computer science, but at the current rate, the US will only be able to fill 29% of computing jobs by 2020.
  • There is a 50% attrition rate amongst women in tech, from entry-level to executive, mainly due to poor work-life integration and environment.
  • In Silicon Valley alone, men are 2.7x more likely to be in a leadership position than women, who are much likelier to get “stalled” in the workplace.
  • Industries outside of technology have employed more women software engineers than the tech industry have.
  • Amongst startups, 38% of new businesses are started by women, but only between 2-6% of those founders receive venture capital.

Having been the only American female in my Ph. D. program in engineering, it certainly is encouraging to see more women in the tech business. Both men and women bring unique and special qualities to the workplace. I look forward to the future and helping to affect change in a positive way.

@DrNatalie Petouhoff, VP and Principal Analyst, www.Constellationr.com

Future of Work Chief Executive Officer Chief People Officer

Why A Bi-Modal Approach to Digital Transformation Is Just Stupid

Why A Bi-Modal Approach to Digital Transformation Is Just Stupid

Multi-Modal Approach Key to Successful Digital Transformation

Like fake news, the over hyped, bi-modal approach to IT and digital transformation is a flawed fallacy perpetuated by ivory tower, non-pragmatic legacy research firms.  Lessons learned from successful digital transformation projects emphasize an organizational design comprised of six key virtual or physical teams (see Figure 1):

Figure 1.  The Six Components To Successful Digital Transformation Governance

rwang0-the-future-is-multimodal-digitaltransformation

  • Sustaining operations keep the lights on.  The bulk of an organization focuses on keeping the lights on.  This team’s goal is to deliver operational efficiency, rock-solid reliability, and massive economies of scale.  Key team traits include an attention to detail, strong work ethic, adherence to standards and rules.
  • Incremental innovation teams improve existing business models.  These teams have a mandate of innovating faster, better, and cheaper capabilities to existing business models.  Key team traits include domain expertise, a passion for improvement, an understanding of existing constraints, and spirit of innovation.
  • Transformational innovation teams innovate with new business models.  Often seen as the tiger team, these folks explore additional business models for pilot inside the organizations.  Key team traits include a pension for disruption, disregard for existing rules, passion for innovation, and ability to deal with abstract concepts.
  • Concept to commercialization team enables monetization.  This team must figure out how to take a proven concept from the transformational innovation team and incorporate the new business model in existing systems.  This team often comprises a multi-disciplinary group of sustaining operations, incremental innovation, and transformational innovation members.  Key traits include massive creativity, disruptive thinking, political savvyness, and understanding of human behavior and rewards.
  • Culture team infuses harmony among the teams.  This team sets the cultural norms among each of the teams.  The team must not only highlight the differences of the teams, but also find bridges among the differences to inspire innovation.  Constellation defines design thinking as unlocking solutions to questions that have not been asked.  This requires a diversity of thought across multiple disciplines.  In fact, an artist, architect, author, and accountant have different points of view that unlock innovation in problem solving and design.
  • Governance ensures overall organizational alignment and success.  This team must provide the ground rules and framework to ensure successful coordination among a variety of business objectives.  In some cases, this team sets up the partnership ecosystems for co-innovation and co-creation.  Key traits include policy making experience, program management, compensation design, and

The Bottom Line: Digital Transformation Is An Ongoing Journey, Not A One-Off Project

Digital transformation rocketed to the top of mind for brands, enterprises and organizations in 2016.  The fear of being disrupted by non-traditional competitors, margin pressure from competitors, and realization that digital was more than just technologies, gave boardrooms and CXO’s the political capital to invest in digital transformation projects.  As investment increased in digital transformation, leaders realized that these projects were more than just one time initiatives. In fact, organizations learned that digital transformation projects were continuous efforts that required more than a tiger team and bi-modal approach for success.  Be on the look out for Constellation’s latest report that shares insights from 2016 from clients, advisory work, and research, so that leaders can succeed in 2017.

Your POV.

Are you ready to begin your digital transformation journey?  Do you have the right governance?  Would you like to join a network of other early adopters?  Learn how non-digital organizations can disrupt digital businesses in the best-selling Harvard Business Review Press book Disrupting Digital. 

Add your comments to the blog or reach me via email: R (at) ConstellationR (dot) com or R (at) SoftwareInsider (dot) org.

Please let us know if you need help with your Digital Business transformation efforts. Here’s how we can assist:

  • Developing your digital business strategy
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AWS' new data centers in Canada

AWS' new data centers in Canada

Last week Amazon’s AWS division made official what was already word on the street at the AWS reinvent event the week before that: AWS’ expansion into Canada. 

 
 

Worth dissecting the press release in our customary style – it can be found here:
Cloud pioneer expands global infrastructure footprint with new AWS Canada (Central) Region in Montreal, Quebec, enabling customers to run applications and store data in Canada

MyPoV -Describes what is happening. And what’s in a name? This is the first AWS region in Canada – and it is the central one.. if the US is of any guidance – there will be likely an East and West region(s) too… always good to leave room in the name space.
With tens of thousands of active AWS Customers operating in Canada, those welcoming the new AWS Region include National Bank of Canada, Salesforce, Lululemon Athletica, Desire2Learn, The Globe and Mail, The Toronto Star, the International Civil Aviation Organization (ICAO), British Columbia Hydro, TMX Group, the University of Alberta, Shaw Communications, and Kik Interactive

MyPOV – Nothing is better for an IaaS provider to bring existing load to a new set of data centers. The list will get more attention later in the press release.
SEATTLE--(BUSINESS WIRE)--Dec. 8, 2016-- (NASDAQ:AMZN) – Amazon Web Services, Inc. (AWS), an Amazon.com company, today announced the launch of the AWS Canada (Central) Region. With this launch, AWS now provides 40 Availability Zones across 15 technology infrastructure regions globally, with another seven Availability Zones and three regions in the UK, France, and China expected to come online in the coming months. Tens of thousands of Canadian customers are using other AWS Regions and starting today, developers, start-ups, and enterprises, as well as government, education, and non-profit organizations can leverage the AWS Cloud to run their applications and store their data on infrastructure in Canada. Developers can sign-up and get started today at: http://aws.amazon.com.

MyPOV – Good run down of AWS availability zones and regions. One of the interesting aspects to watch will be how fast Canadian customers will be moving over to the new Canada Central region. Also, an insight on the ration of availability zones to regions was clearly two availability zones per region a few years back… except the huge US East region… with the expansion AWS will be at 15 regions and 40 availability zones … so a few will only have 2 availability zones. I asked AWS datacenter Cameron at reinvent if 3 zones I the new best practice… and he confirmed it with a diplomatic – three is better than two.
 
The AWS Canada (Central) Region offers two Availability Zones at launch. AWS Regions are comprised of Availability Zones, which refer to technology infrastructure in separate and distinct geographic locations with enough distance to significantly reduce the risk of a single event impacting availability, yet near enough for business continuity applications that require rapid failover. Each Availability Zone has independent power, cooling, physical security, and is connected via redundant, ultra-low-latency networks. AWS customers focused on high availability can architect their applications to run in multiple Availability Zones to achieve even higher fault-tolerance. AWS also provides two Amazon CloudFront edge locations in Toronto and Montreal for customers looking to deliver websites, applications, and content to Canadian end users with low latency. These locations are part of AWS’s existing network of 68 edge sites across North and South America, Europe, Asia, and Australia.

MyPOV – Good, so we know that AWS Canada Central starts out with two availability zones. Interesting edge locations are mentioned for Toronto and Montreal – but not for Western Canada. Potentially network wiring and latency are better for Western Canada locations (e.g. Vancouver, Calgary) to be services from US West in Oregon… that would be good news from a performance perspective – but probably not from a Canadian data privacy and data residency perspective. But more on that later.
 
The new AWS Canada (Central) Region continues the company’s focus on delivering cloud technologies to customers in an environmentally friendly way. AWS data centers in Canada will draw from a regional electricity grid that is 99 percent powered by hydropower. More information on AWS sustainability efforts can be found at https://aws.amazon.com/about-aws/sustainability.

MyPOV – Good to see AWS progress in becoming sustainable, it is of course easier when you have an electric grid at disposal this is powered by clean hydroelectric power, like Canada’s.
 
“For many years, we’ve had an enthusiastic base of customers in Canada choosing the AWS Cloud because it has more functionality than other cloud platforms, an extensive APN Partner and customer ecosystem, as well as unmatched maturity, security, and performance,” said Andy Jassy, CEO, AWS. “Our Canadian customers and APN Partners asked us to build AWS infrastructure in Canada, so they can run their mission-critical workloads and store sensitive data on AWS infrastructure located in Canada. A local AWS Region will serve as the foundation for new cloud initiatives in Canada that can transform business, customer experiences, and enhance the local economy.”

MyPOV – Good quote by Jassy, addressing well all the business opportunity the cloud has, and AWS now wants a local part of that business in Canada. “
 
The digital economy is now the economy itself. Virtually every sector of the economy is propelled by digital technologies, which are being enabled by cloud computing,” said Navdeep Singh Bains, Minister of Innovation, Science, and Economic Development in Canada. “The rapidly growing demand for digital services is one reason for the significant investment that Amazon Web Services is making in Canada. On behalf of the Government of Canada, I congratulate Amazon on the success of its cloud business and welcome the expansion of Amazon Web Services in this country.”

MyPOV – Can’t remember seeing a cabinet level secretary on a press release, but makes clear that this was an important business decision for the Canadian government.
 
“Significant projects like the one being realized by Amazon Web Services represent the kind of large-scale investment that take Quebec a long way toward its goals in the digital world. Indeed, this initiative will stimulate the development of cloud computing in Quebec, a key area that can be an engine for our province's information technology and communication sector,” declared Dominique Anglade, Minister of the Economy, Science, and Innovation in Quebec, and Minister responsible for the Digital Strategy.

MyPOV – And yes, we are in Canada, so the statement from the Quebec counterpart can’t be missing. Quebec will see immediate economic benefit from the AWS region.
 
All AWS infrastructure regions around the world are designed, built, and regularly audited to meet rigorous compliance standards and provide high levels of security for all AWS customers. These include ISO 27001, SOC 1 (Formerly SAS 70), SOC 2 and SOC 3 Security & Availability, PCI-DSS Level 1 and many more. With AWS, customers are in control of their data and choose the AWS Region(s) where they want their data stored. Data does not move between AWS Regions unless the customer chooses to do so, and AWS provides a variety of options – both from AWS and APN Partners – enabling customers to encrypt their data in motion or at rest if they desire. More information on how customers using AWS can meet their security, data privacy, and compliance requirements can be found at https://aws.amazon.com/security.

MyPOV – This would not be an AWS region opening without security related statements and certifications. So, no surprise not missing here either, as well as the statement in regards of data not flowing across regions…unless the customer decides to do so.
 
Customers and APN Partners Welcome the AWS Canada (Central) Region

For more than a decade, AWS has changed the way organizations acquire technology infrastructure. AWS customers are not required to make any up-front financial or long-term commitments, paying on demand for the IT resources they use rather than incurring large capital expenses. This enables them to scale quickly by adding or shedding resources at any time, accelerate their time to market with innovative applications, and free up limited engineering resources from the undifferentiated heavy lifting of running backend infrastructure—often while significantly improving operational performance, reliability, and security in the process. This has led to more than two million1 active customers using the AWS Cloud each month in over 190 countries around the world.

MyPOV – Good summary on what cloud providers like AWS do. Interesting statistic on 2 million active customers across 190 countries.
 
Salesforce, the Customer Success Platform and world's #1 CRM company, will leverage AWS Cloud infrastructure for a new Canada-based instance for its core services, starting in mid-2017. “Partnering with AWS in Canada will enable us to continue to deliver trusted solutions to our customers in the region with high levels of reliability, performance, and security,” said Richard Eyram, Area Vice President, Salesforce Canada.

MyPOV – SaaS provider load is a prime target for all IaaS providers, especially when opening a new location. The load conformity (different to e.g. single company by company outsourcing deals) makes this a very interesting opportunity in general. More specific to Salesforce, it’s a coup for AWS. This is likely the first region to run Salesforce after both vendors announced their partnership earlier this year (see below). Interestingly it also offers a glimpse into salesforce architecture: Referring to ‘core services’ is ambiguous, the interesting piece her is that e.g. Marketing Cloud, Heruko etc. already run on AWS. Sales Cloud and Service Cloud do not. Does Salesforce have a major tech stack announcement buried in here? We need to get confirmation on what ‘core services’ means from Salesforce.
 
National Bank of Canada, one of Canada’s leading financial services organizations with over CAD$219 billion in assets, chose the AWS Cloud to help it collect and process a fast-growing volume of stock-market financial data. “The application we were using wasn’t effective. We were only able to answer 10 percent of the questions we wanted to answer. We also couldn’t process historical data, which we needed to do to get more context. The speed and performance of AWS is impressive and data manipulation processes that once took days are now done in one minute,” said Pascal Bergeron, Director of Algorithmic Trading for the bank’s Global Equity Derivatives Group. “We have been able to better serve our customers and have improved and optimized trading operations, therefore generating more revenue for National Bank of Canada.”

MyPOV – Good statement on why national banks, oversight institutions and banks in general move to cloud. The SEC, FINRA (a report presenter) have been on AWS for quite some time. Now Canadian central banks, regulators and commercial banks can do the same – with no data residency challenges.
 
Porter Airlines is an award-winning regional airline headquartered in Toronto that provides flights to over 23 destinations in Canada and the United States. Porter needed the ability to respond instantly to fluctuating load demands on their public site with a scalable and low-cost solution. Porter needed the ability to store large datasets, transform them, and make them available to other applications and end users for analytics and actions. Porter looked to AWS and services like Amazon Redshift to provide the scalable highly available infrastructure required to meet these goals. “Amazon solved a lot of our problems around scale. Specifically, with our data, AWS answered the questions we used to have to figure out ourselves – like how do we scale our massive data store, how do we access it quickly, how do we keep it secure – and they gave us the solution needed,” said Dan Donovan, CIO for Porter Airlines. “So, we now have the time, freedom and confidence to concentrate on how to make our passengers’ experiences better. Using AWS is one of the main ways we do this, and now that AWS has opened a local region in Canada, we can move even more of our systems to the AWS Cloud and put more focus on enhancing passenger experience.

MyPOV – Good airline / transportation showcase with Porter and what enterprises hope from cloud – a scalable, elastic solution for next generation applications.
 
Lululemon is a technical athletic apparel company that makes technical athletic clothes for yoga, running, working out, and most other sweaty pursuits. Based in Vancouver, they started out of a yoga studio and quickly became a global retailer and community hub for encouraging healthy lifestyles and habits. In order to rapidly build and deploy their digital marketing properties for the 2016 holiday season, Lululemon leveraged AWS CloudFormation, AWS Lambda, and AWS ElasticBeanstalk to streamline the management, deployment, and continuous delivery of their application. “Leveraging AWS allows us to spend more time focusing on what truly differentiates us in the market, rather than on maintaining custom infrastructure solutions,” said Sam Keen, Director of Product Architecture. “AWS Services are highly performant and easily choreographed, allowing us to measure deployments in minutes or even seconds. We see competing cloud providers cloning AWS services but we remain with AWS since they are far in the lead and continue to accelerate the release of new services and regions, now with an AWS Region in Canada, which only serves to continue to enhance the value of their offerings.”

MyPOV – Good showcase of an existing AWS Canada being motivated even more with a local region on Canada, and a good brand name, too.

D2L (formerly Desire2Learn), a learning technology leader, recently chose AWS as its strategic cloud infrastructure service provider. “By leveraging built-in AWS Cloud services such as Amazon Elastic Compute Cloud (EC2), Amazon Simple Storage Service (S3), Amazon CloudFront, Amazon Elasticsearch, and the suite of AWS analytics and security services, D2L is accelerating our innovation and global expansion in a cost-effective way to serve millions of learners,” said Nick Oddson, CTO of D2L. “Serving our customers from AWS locations in the U.S., Europe, Asia, and now Canada, learners everywhere can have an exceptional learning experience on Brightspace, our award-winning LMS. With AWS’s reliability, security, and availability, D2L will continue to provide our high level of service and a global, end-to-end security approach, now on one trusted infrastructure,” said Oddson.

MyPOV – Next category – a global ISV in data, already in multiple regions, eager to get into another won.
 
Sequence Bio is a data-driven biotechnology company in Newfoundland and Labrador. "Sequence Bio hopes to obtain approval to embark on a 100,000 person genome sequencing project in Newfoundland and Labrador that deals with sensitive genomic and health information - having a new AWS Region allows us to build and deploy our platform and keep data 100 percent in Canada," said Dan Brake, Director of Technology Development, Sequence Bio.

MyPOV – Next category- healthcare. Very tricky as Canada has difficult data residency laws (more below) and it is likely a vendor like Sequence Bio can only more to the cloud with a local cloud provider to satisfy healthcare data privacy laws.
 
Postmedia is one of the largest news media companies in Canada with more than 200 brands across multiple print, online, and mobile platforms. “As one of the earliest adopters of cloud computing in Canada, we have utilized AWS for years – and it has delivered on the promise of a powerful, cost-effective, flexible and innovative cloud offering for us,” said Thomas Jankowski, EVP and Chief Digital Officer, Postmedia. “We are excited that AWS is bringing even more capabilities to market in Canada, just in time for our B2B platform build out of the Postmedia Innovation Outpost at Communitech (Waterloo, ON).”

MyPOV – Next category – media and entertainment, an existing AWS customer, happy to bring things home potentially and do more with AWS in Canada.

Investing in Canada’s Cloud Future

The AWS Partner Network (APN) includes tens of thousands of independent software vendors (ISVs) and systems integrators (SIs) around the world, with APN Partner participation in Canada growing significantly over the past 12 months. APN Partners build innovative solutions and services on the AWS Cloud and the APN helps by providing those partners with business, technical, marketing, and go-to-market (GTM) support. APN SIs such as Accenture, Deloitte, Scalar Decisions, TriNimbus, Slalom Consulting, iTMethods, and Softchoice are helping enterprise and public sector customers migrate to AWS, deploy mission-critical applications on AWS, and provide a full range of monitoring, automation, and management services for customers' AWS environments. AWS ISVs in Canada including Salesforce.com, NuData Security, Acquia, Silanis, OpenText, Splunk, Adobe, and NthGen Software will be able to serve their Canadian customers from the AWS Canada (Central) Region. Customers can easily find, trial, deploy, and buy software solutions for the AWS Cloud on the AWS Marketplace.

MyPOV – Partners has been the latest push on the go to market side for AWS… no surprise it is mentioned here – and adds to the importance of the customer list above. And large partners are ready as well.

AWS offers a full range of training and certification programs to help Canadian professionals who are interested in the latest cloud computing technologies, best practices, and architectures, advance their technical skills. Additionally, the AWS Educate program promotes cloud learning in the classroom and has been adopted by more than 500 institutions worldwide. The program helps to provide an academic gateway for the next generation of IT and cloud professionals. The AWS Activate program provides Canadian-based startups with the resources they need to quickly get started on AWS and scale their businesses. AWS has teamed with accelerators, incubators, Seed/VC Funds, and startup-enabling organizations such as FounderFuel, Real Ventures, the Business Development Bank of Canada, iNovia Capital, OMERS Ventures, and others that provide a range of services including training, AWS credits, capital, in-person technical support, and other benefits.

MyPOV – Good to see the AWS education tools available in Canada, too, right from the get go.

 

Overall MyPOV

The land grab for cloud is on and AWS is present in Canada now. That is behind Microsoft and IBM, but before Google. But you don’t always have to be first to go big, and in the announcement AWS has certainly gone big. 12 months ago, e.g. Salesforce was not a partner yet, Workday just announced its partnership and equally picked Canada as its first AWS location. So, we ironically see that the approx. 35M+ Canadians had to wait till 2016 to get an AWS region – sitting on the same continental plate with the US made it easier for providers to serve Canada from the US first.

The other key driver is not just the economic size of Canada, but its relatively complex data privacy laws (PIPEDA), that are not only federal, but can happen at state and vertical level, too. Legislation for healthcare, banks and other highly regulated industries is already complex and will only get more complex for the near future. Opening a local AWS region is to a certain point an overdue move. But then, Canadians are the largest group of people worldwide not to have their own international country access code. The downside of sitting close to the US geographically...

Overall an important day for Canadian enterprise. No more hiding behind data privacy (as we have personally heard in e.g. the Healthcare vertical) for not considering the public cloud, on this case AWS. So, congrats to AWS and time to learn that now AWS has data centRes in Canada, even more specifically deux centres de donnes (ups, US keyboard limits me from putting the accent on…) en Montreal. If that isn’t something, ey?!
 
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Credit to my colleague Alan Lepofsky (his blog is here) on helping with the Canadian localization, much appreciated. 
 
Tech Optimization amazon Chief Information Officer

How to be "Social User" on Twitter

How to be "Social User" on Twitter

A few weeks ago I blogged about how the behaviour on follower dynamics can be used to categorize users on Twitter, in Newbies, Spammers, Hoarders and Social Users... you can find the post here.
 
 
Many people have asked me how you can become or stay a Social User on Twitter without loosing manageability of the Home feed. Happy to help, and instead of explaining a few more times - it is time to write a blog post...
 
The 'trick' to manage over 20k followers is ... Twitter's List tool. Lists allow you to group Twitter users, which you don't even have to follow, in a list. Users can decided if they want to make their list public or keep it private. For me I decided to keep them private (you will see later) - others are of great value to be public (e.g. thanks for SAP CDO Jonathan Becher to maintain a list of all SAP employees on Twitter (see here).
 
For me the List is a private tool to keep topics and Twitter users separate from each other, and to stay on top of the tweets of the Twitter users I really want to see the tweets from. I regularly review my Lists in regards of keeping them lean in terms of tweets collected in them - but which users I put on which list is my personal and private decision. Other Twitter users may see that differently. 
 
So what Twitter Lists do I maintain?
  • ReadFirst - This is practically my Home Feed replacement. It is about 500 Twitter users whose tweets I care about. I can't check it all in its entirety - but check it multiple times a day.
  • Future of Work / NextGen Apps - Well you can guess what these lists are about - all the key people by research area. Many Twitter Users are double listed between ReadFirst and these - so I can look at lists by topic.
  • Vendors - Pretty much Twitter user from a vendor is in here... the List has pretty much lost value as it is in multiple 1000s - but I have a dream for it... see below. Just need Twitter to build it.
  • Media - These are journalists whose publications I don't want to miss, many of them I work with on understanding technology events and developments.
  • PR Pros - The 'dark' side of the analyst role, but an important role to get the word out.
  • News in different categories - E.g. when I want to see what is going on in Technology, general news, in Germany and Italy. Instead of having to scroll back in a combined List of all news to catch the early AM European publications - I keep them separate.
  • Beach Volleyball - For fun, remember you can Twitter users on lists and don't have to follow them...
What's the problem with the approach of using Lists?
  • Habit Change - Probably the hardest, I started out with Lists right away - mostly out of curiosity - but once I had a few hundred followers, that was my tool of choice.
  • Horrible List Support in Twitter - Twitter has many areas that have massive room for improvement - e.g. consistent UIs across platforms. But lists are particularly bad. Not even alphabetically sorted on some devices (but newest on top), on mobile devices you can't assign two lists in one run etc. - and more that will be another blog post.
  • Maintenance - You have to go back and maintain the list... a Twitter user may have gone passive, change topic, may not be worth your time. No need to unfollow - just take the user off the list - or move to another one...
Now I have a complete wish list of new List features... if anyone at Twitter is reading this...
 

MyPOV

 
Twitter is a null-sum game in regards of follow / followers. With Twitter imposing gates for further usage (a user cannot follow more people until the user's followers have caught up) - the Twitter Universe gets unbalanced by the 'Hoarders', the 'Spammers' make money from balancing the whole thing a bit. But for me it is simple: If a user is social (that is a user who tweets), has a profile picture and some sort of byline (sorry I don't follow eggs, it shows a lack of interest in the medium), is not a spammer, does not tweet offensive content and tweets in language I understand (apologies to all Arabic, Chinese and other followers) - I will follow you back. Even when it is puppy pictures. They just don't make it to my ReadFirst List. But they are so cute... 
 
What is your approach on Twitter? Look forward to hear from you... 
Future of Work Marketing Transformation X Chief People Officer

Mapping the Internet – 1973 to Now

Mapping the Internet – 1973 to Now

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Believe it or not, there was a time that the Internet was knowable.

There were defined limits. Connections. Points of reference.

When going through some of his father’s papers, David Newbury, lead developer with Carnegie Museum of Art, found a map of the Internet from 1973. Back then, it wasn’t even called “the internet” (with or without a capital “I”).

Fast forward forty-odd years and the online landscape has changed dramatically.

internet now

In this more recent map, you can see that the connections, sites and locations are wildly different. Now powered by data from Alexa, this map of the internet shows the vast majority of websites from the no 1 ranked site, Google, through to sites that barely rank a mention. But even this massive map doesn’t include all sites. Just a selection.
And that’s the most amazing aspect of all.

There’s more to the web than we know or can see. It’s like the future. We only understand it moment by moment, experience by experience.

Connected Enterprise 2016 - Mixed Reality And The Future Ahead

Connected Enterprise 2016 - Mixed Reality And The Future Ahead

Augmented reality and virtual reality are blending as analog and digital converge. Silicon Valley icon, Robert Scoble explains how technology will impact our view of reality in the near future. 

EIR, Upload VR and Silicon Valley Icon: Robert Scoble

Data to Decisions Next-Generation Customer Experience Chief Customer Officer On <iframe src="https://player.vimeo.com/video/194894194?badge=0&autopause=0&player_id=0" width="1920" height="1080" frameborder="0" title="Closing Keynote - Mixed Reality And The Future Ahead" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>

Connected Enterprise 2016 - Silicon Valley Tech Panel

Connected Enterprise 2016 - Silicon Valley Tech Panel

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Silicon valley tech companies adopt new technologies earlier and are wiling to fail fast and learn faster. Learn how these Silicon Valley organizations accelerate change. Panelists explain what works and what doesn't for these early adopter companies. 

Moderator: Chris Kanaracus
CIO at Docusign: Eric Johnson
CIO at Box: Paul Chapman
VP of Global IS & Business Enablement at Yahoo: Ben Haines
CIO at Monster: Amir Shafi

Tech Optimization Chief Information Officer On <iframe src="https://player.vimeo.com/video/194894151?badge=0&autopause=0&player_id=0" width="1920" height="1080" frameborder="0" title="Executive Exchange - Silicon Valley Tech Panel" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>

Connected Enterprise 2016 - The Next Gen CIO Exchange

Connected Enterprise 2016 - The Next Gen CIO Exchange

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The CIO role continues to evolve. From low code to no code platforms, digital transformation, cloud, AI, outsourcing, and agile development, the pace of change in the IT world remains fast and fierce. Hear how these next generation CIOs bring cost optimization and innovation into their organizations while driving lasting change.

Moderator: R "Ray" Wang
President, Member Technology at Sears Holdings Corporation: Dennis Moore
Former CIO at Novartis: Mary LeBlanc
CIO at Clorox: Manjit Singh

Tech Optimization Chief Information Officer On <iframe src="https://player.vimeo.com/video/194893839?badge=0&autopause=0&player_id=0" width="1920" height="1080" frameborder="0" title="Executive Exchange - The Next Gen CIO Exchange" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>