Results

#OracleCloud Summit 2016 Trends, Updates & News

#OracleCloud Summit 2016 Trends, Updates & News

I’m here with my colleagues, Holger Mueller and Doug Henschen @DHenschen, covering the #OracleCloud Summit 2016 in NYC at the Waldorf Astoria @WaldorfNYC. (BTW the Waldorf Astoria has great customer service!!!)

MY POV: My overall take away is that Oracle has built / are building the most comprehensive cloud offering – Data as a Service (DaaS), Software as a Service (SaaS), Platform as a Service (PaaS) and Infrastructure as a Service (Iaas).

Screen Shot 2016-01-19 at 10.55.56 AM

B2B Customer Experience: How does an application consume all this data – from service, sales, marketing, mobile… to result in a business outcome? That’s my focus- not as much on all the data or infrastructure – but rather what is the customer / business outcome that all this provides? Here’s an example…

Screen Shot 2016-01-19 at 10.57.27 AM
The person is coming close to the company and gets a notification to look to see more about how well the account is doing (Account Health.) I (as this sales person) sign-in and I find out that from service cloud, that this is not a “healthy” customer, so I can’t talk to them about adding services or products. I’m walking into a situation where there is an issue that has not been resolved. If I did log on and see there weren’t any issues, I might be able to start the conversation about what they might buy. Instead, I’d start by solving the unresolved issue. I can also see the opportunity for what they might buy if I can solve their issue.

Customer Service Is Mission Critical: This makes so much sense and why customer service needs to be a mission critical part of the overall business strategy. It is the canary in the coal mine. Everything you need to know about what your customers think and feel about your products and services can be found in customer service. It always has been. It’s only recently, by connecting marketing, sales, service, that we can actually use that information to make better business decisions. I like this a lot. It’s something I’ve been on a soapbox for years. I thank the cloud for bringing all these applications together so that we can have this integrated view of our companies.

Customer Success Management: What some of the conversation today reminds me of customer success management. I have written about this in separate reports for vendors that specialize in looking at how well an application has been deployed, used, by whom and for what. It seems this idea has been translated into the Platform as a Service by Oracle, to be able to know more about my customers and determine if they are happy and if not, and what I, as for example a salesperson, can do. It only makes sense. If you have the data, why not use it to know if your customer is happy? No customers, no business. It’s really that simple. This capability may not be as developed as the customer success management vendors, but it’s definitely in the right direction.

Customer Experience: Certainly it’s gotten more difficult to manage devices and channels and predict customer behavior. One of the TRENDS at  is to have all data in one place, analyzed to help brands to deliver the right message, at the right & real time, which results in much better customer experiences #cx for the customer and better business results for the brand.

Screen Shot 2016-01-19 at 11.13.30 AM

The message is that Oracle ID Graph can be used to connect customer behavior to get right message, to the right channel via modeling the data to discover the best decisions.
Screen Shot 2016-01-19 at 11.27.59 AM

From analyzing all this data, Oracle has found the best predictor of future purchases is past purchases. This shows that one of the real values of data is customer’s behavior. If businesses can understand “Say, Do, Buy” they will be able to target, personalize and measure the success of the customer experience across devices and channels via this Identity Graph.

Screen Shot 2016-01-19 at 11.24.53 AM

Oracle CX Cloud Differentiators: The CX Cloud Product Highlights include, because of the PaaS, DaaS, IaaS and SaaS, a unique customer experience cloud – including the ability to integrate the sales, marketing, service, commerce, social, mobile….to provide brands the ability to make the right business decisions, quickly.

Screen Shot 2016-01-19 at 11.29.05 AM

Screen Shot 2016-01-19 at 11.44.45 AM
Future of B2C and B2B
: If could measure TV ads, it could put end to guessing how much money and where to spend money on TV ads. This is a huge challenge that needs to be solved. That would be a service that would put an end to the huge amounts of money that lead to the famous quote – “Half the money I spend on advertising is wasted; the trouble is I don’t know which half.” by John Wannamaker.

Mark Hurd @MarkVHurd: He’s speaking to us about their need to shift to persona selling, which they are and have done. It used to be that the buyer was the CIO. But the cloud has brought new buyers to the table – CMO’s, Customer Experience Professionals, Customer Service… Smart. The line of business doesn’t have to wait in line for IT’s list of to do’s. Maybe IT still needs to stay focused on their list. Certainly much of what they do is needed. And maybe it was never realistic to think they could do all that is required in IT and to service the lines of business. Perhaps that is part of the beauty of the cloud. It puts the line of business in charge of their needs in software / hardware.

mark hurd

Mark is also talking to us about the idea that the focus of software as a service is interested in the business outcome, rather than what software companies used to focus on, which was the product. This is something that is so important. Software / Hardware for the sake of software / hardware is not enough, at least in my opinion. Until the cloud, the multiple customer personas didn’t have as much buying power and they didn’t have the weight they do now. Yes, hardware / software all needs to work, be secure, be fast, etc.. but at the end of the day, it has to provide a business owner capabilities that make their business run better. Period.

Great information. Great Summit.

@Dr Natalie Petouhoff, Constellation Research, VP and Principal Analyst, Covering Customer-facing Applications

 

Next-Generation Customer Experience Chief Customer Officer

Weak links in the Blockchain

Weak links in the Blockchain

One of the silliest things I've read yet about blockchain came out in Business Insider Australia recently. They said that the blockchain “in effect” lets the crowd police the monetary system.

In the rush to make bigger and grander claims for the disruptive potential of blockchain, too many commentators are neglecting the foundations. If they think blockchain is important, then it’s all the more important they understand what it does well, and what it just doesn’t do at all.

Blockchain has one very clever, very innovative trick: it polices the order of special events (namely Bitcoin spends) without needing a central authority. The main security aspect that blockchain provides is not tamper resistance or inviolability per se; you can get those any number of ways using standard cryptography. Rather it’s the process for a big network of nodes to reach agreement on the state of a distributed ledger, especially the order of updates to the ledger.

To say blockchain is “more secure” is a non sequitur. Security claims need context.

  • If what matters is agreeing ‘democratically’ on the order of events in a decentralised public ledger, without any central authority, then blockchain makes sense.
  • But if you don't care about the order of events, then blockchain is probably irrelevant or, at best, heavily over-engineered.
  • And if you do care about the order of events (like stock transactions) but you have some central authority in your system (like a stock exchange), then blockchain is not only over-engineered, but its much-admired maths is compromised by efforts to scale it down, into private chains and the like. You see, the the power of the original blockchain consensus algorithm lies in its vast network, and the Bitcoin rewards for the miners that power it. Scale it down and you sacrifice inviolability. 

A great thing about blockchain is the innovation it has inspired. But let’s remember that THE blockchain (the one underpinning Bitcoin) has been around for just seven years, and its spinoffs are barely out of the lab. Analysts and journalists are bound to be burnt if they over-reach at this early stage. 

The initiatives to build smaller, private or special purpose distributed ledgers, to get away from Bitcoin and payments, detract from the original innovation, in two important ways. Firstly, even if they replace the Bitcoin incentive for running the network (i.e. mining or “proof of work”) with some other economic model (like “proof of stake”), they compromise the tamper resistance of blockchain by shrinking the pool. And secondly, as soon as you fold some command and control (like permissioning) back into the original utopia, blockchain’s raison d'etre is no longer clear, and it starts to look very costly for the marginal security increment. 

Business journalists are supposed to be sceptical about technology, but many have apparently taken leave of their critical faculties, even talking up blockchain as a "trust machine". You don’t need to be a cryptographer to understand the essence of blockchain, you just have to be cautious with magic words like “open” and “decentralised”, and that old saw, "trust". What do they really mean? Blockchain does things that not all applications really need, and it doesn't do what many apps do need, like access control and confidentiality.

Didn't we learn from PKI that technology doesn't confer trust? It's been claimed that putting land titles on the blockchain will prevent government corruption. To which I say, please heed Bruce Schneier, who said only amateurs hack computers; professional criminals hack people.

Matrix Commerce Tech Optimization Digital Safety, Privacy & Cybersecurity Distillation Aftershots Innovation & Product-led Growth Data to Decisions AI Blockchain Chief Executive Officer Chief Financial Officer Chief Information Officer Chief Digital Officer Chief Technology Officer Chief AI Officer Chief Data Officer Chief Analytics Officer Chief Information Security Officer Chief Product Officer

Retail is the breeding ground for NextGen Apps

Retail is the breeding ground for NextGen Apps

 
The yearly circus called NRF is upon us, and frankly I am glad to be watching from the fences (that is, not attending the hoopla, but watching from abroad, social, hear from colleagues on the ground etc.).

 

Retailers have always been challenged, from whenever the first sortiment decision had to be made – maybe by the Phoenician traders, who had to decide what to load on their ships. As such retailers always had to anticipate what their customers would buy and at what price point.

Fast forward to today and the industry is in turmoil. Even brick and mortar leader Walmart is closing stores. The whole retail business has gone to become more of an online business – starting with the display ad served to a consumer. But then consumers still flock to malls, my ground check this weekend at the Fashion Island mall in Las Vegas showed a well populated mall. And then the consumer of 201x is different than any consumer before – well armed with smartphones, tablets, comparison shopping sites, coupon clubs etc. Finally it looks like the battle for the consumer is seeing a new dimension when they are out and about. While it was only the airwaves that with a radio commercial may have directed a consumer to retailer A vs B while the consumer was already in the car – the self-driving car will give consumers even more time – to prioritize shopping. The good news is that today – the way how to dominate the ‘drive to the mall’ is well known. Display ads and apps.

In summary – retailers have been very good at dealing with uncertainty, but there is likely more uncertainty facing retailers than ever before. So what is a retailer supposed to do?

Far from having a complete answer – there are a few technology strategies that are certain:


 
  • BigData strategy – It is clear that retailers need to process and exploit more data than ever. Likely across multiple ‘data lakes’. It is probable that the days of the ‘single’ source of truth are gone and done. Being able to exploit BigData across multiple sources, without a central single repository and still action on the transactional side is key (for those missing Social - the digital exhaust is kept here - in my view social 'sprinkles' across all the below trends).
  • Analytics strategy – It is likewise clear that ‘true’ analytics (more here) need to be used to make sense of the data volumes. Retailers can no longer rely on humans to find trends and action, but need software to find and predict buying interests and patterns. That requires the ‘trashing’ of models, i.e. running all predictive models one can get hold off and apply them to a problem. The only place where this can be done is in the (public) cloud. 
  • Cloud strategy – As a third ‘clear’ strategy pillar it is clear that retailers need to operate in the public cloud. Retail is one of the most seasonal industries and seasonality means elasticity of IT resources, and that means public cloud. Nice to see that best practices from the ‘old world’ apply here – don’t have a single supplier like in the real world. 
  • Apps strategy – It is clear that the current providers of enterprise software are in the midst of moving to the cloud, so they are understanding the move to ‘unlimited’ computing resources themselves. Retailers that want to be leaders in the next years cannot afford to wait for them to move to the cloud, understand the best practices of the 21st century and codify them. That means in consequence that strategic applications for retailers need to be built in-house, so retailers need to look for a PaaS strategy and developers. 
  • Mobile strategy – More and more retail business will be attracted and done on smartphones. Smartphone presence and apps are going to be more important to retailers than stores. It’s time for retailers to spend the same amount of time to build their mobile applications as they did for their storefronts. Similar to the Apps strategy it means in-house building of these mobile apps. 

MyPOV

All industries are facing disruption these days, but retailers may be more exposed. Operating already on thin margins, the risks only go up, the industry sees new lateral entries into their market. Even more important to have an overall and IT strategy that takes advantage of the new capabilities technology offers.

 

 

Tech Optimization Matrix Commerce Next-Generation Customer Experience Marketing Transformation Revenue & Growth Effectiveness Innovation & Product-led Growth Data to Decisions Digital Safety, Privacy & Cybersecurity Future of Work New C-Suite B2B B2C CX Customer Experience EX Employee Experience business Marketing eCommerce Supply Chain Growth Cloud Digital Transformation Disruptive Technology Enterprise IT Enterprise Acceleration Enterprise Software Next Gen Apps IoT Blockchain CRM ERP Leadership finance Social Customer Service Content Management Collaboration M&A Enterprise Service AI Analytics Automation Machine Learning Generative AI PaaS ML LLMs Agentic AI SaaS IaaS Healthcare CCaaS UCaaS Chief Information Officer Chief Customer Officer Chief Data Officer Chief Digital Officer Chief Executive Officer Chief Financial Officer Chief Growth Officer Chief Marketing Officer Chief Product Officer Chief Revenue Officer Chief Technology Officer Chief Supply Chain Officer Chief Information Security Officer

Germany rules Facebook’s “Find Friends” function unlawful

Germany rules Facebook’s “Find Friends” function unlawful

The highest court in Germany has ruled that Facebook’s “Find Friends” function is unlawful there. The decision is the culmination of legal action started in 2010 by German consumer groups, and confirms the rulings of other lower courts in 2012 and 2014. The gist of the privacy breach is that Facebook is illegitimately using details of third parties obtained from members, to market to those third parties without their consent. Further, the “Find Friends” feature was found to not be clearly explained to members when they are invited to use it.

My Australian privacy colleague Anna Johnston and I published a paper in 2011 examining these very issues; see "Privacy Compliance Problems for Facebook", IEEE Technology and Society Magazine, V31.2, December 1, 2011, at the Social Science Research Network, SSRN.

Here’s a recap of our analysis.

One of the most significant collections of Personally Identifiable Information (PII) by online social networks is the email address books of members who elect to enable “Find Friends” and similar functions. This is typically the very first thing that a new user is invited to do when they register for an OSN. And why wouldn’t it be? Finding friends is core to social networking.

New Facebook members are advised, immediately after they first register, that “Searching your email account is the fastest way to find your friends”. There is a link to some minimal explanatory information:

Import contacts from your account and store them on Facebook's servers where they may be used to help others search for or connect with people or to generate suggestions for you or others. Contact info from your contact list and message folders may be imported. Professional contacts may be imported but you should send invites to personal contacts only. Please send invites only to friends who will be glad to get them.

This is pretty subtle. New users may not fully comprehend what is happening when they elect to “Find Friends”.

A key point under international privacy regulations is that this importing of contacts represents an indirect collection of PII of others (people who happen to be in a member’s email address book), without their, knowledge let alone authorisation.

By the way, it’s interesting that Facebook mentions “professional contacts” because there is a particular vulnerability for professionals which I reported in The Journal of Medical Ethics in 2010. If a professional, especially one in sole practice, happens to have used her web mail to communicate with clients, then those clients’ details may be inadvertently uploaded by “Find Friends”, along with crucial metadata like the association with the professional concerned. Subsequently, the network may try to introduce strangers to each other on the basis they are mutual “friends” of that certain professional. In the event she happens to be a mental health counsellor, a divorce attorney or a private detective for instance, the consequences could be grave.

It’s not known how Facebook and other OSNs will respond to the German decision. As Anna Johnston and I wrote in 2011, the quiet collection of people’s details in address books conflicts with basic privacy principles in a great many jurisdictions, not just Germany. The problem has been known for years, so various solutions might be ready to roll out quite quickly. The fix might be as simple in principle as giving proper notice to the people who’s details have been uploaded, before their PII is used by the network. It seems to me that telling people what’s going on like this would, fittingly, be the “social” thing to do.

But the problem from the operators’ commercial points of view is that notices and the like introduce friction, and that’s the enemy of infomopolies. So once again, a major privacy ruling from Europe may see a re-calibration of digital business practices, and some limits placed on the hitherto unrestrained information rush.

Marketing Transformation Digital Safety, Privacy & Cybersecurity Distillation Aftershots Security Zero Trust Chief Customer Officer Chief People Officer Chief Marketing Officer Chief Digital Officer Chief Information Security Officer Chief Privacy Officer

The Weekend Before Davos And The Dawn Of The Fourth Industrial Revolution

The Weekend Before Davos And The Dawn Of The Fourth Industrial Revolution

 It's time to pack your bags ( at least virtually). The weather outside is 20F/ -7C and folks are starting roll into Zurich and the train ride into Davos. For those lucky ones, the private jets are starting to pile up as guests come in to mingle. It's the weekend before Davos. Everyone's starting to digest the theme around the 4th Industrial Revolution.

wef_0

Now, many of us have not even succeeded in the digitization of business, let alone surpassed the 3rd Industrial Revolution. However in true Davos fashion, the theme on the 4th Industrial Revolution is set with a pace and fury unsurpassed in time. The theme takes a futuristic look on the impact on society, business, technology, and the economy. According to the manifesto:

"The First Industrial Revolution used water and steam power to mechanize production. The Second used electric power to create mass production. The Third used electronics and information technology to automate production. Now a Fourth Industrial Revolution is building on the Third, the digital revolution that has been occurring since the middle of the last century. It is characterized by a fusion of technologies that is blurring the lines between the physical, digital, and biological spheres."

We are at the dawn of the convergence of biological and digital. Not at the point to impact business, commerce, and the economy. Yet, the signs are clear as a civilization where we will most likely head. This gives us the ability to plan our journey in the third industrial revolution as we encounter digital transformation. Over the next few days, get ready for some insight and discussion around these topics:

  • The Transformation of Finance
  • The Transformation of EnergyThe Transformation of Healthcare
  • The Transformation of Business and Society
  • Around the World without Fuel or Fear
  • Going Digital
  • The Fintech Revolution
  • The Growth Illusion
  • The Promise of Precision Medicine
  • The State of Artificial Intelligence
  • Stop to Think: Big Data vs Human Touch
  • The Future Drives and Flies Itself
  • The Future of Energy

We'll talk more later. I want to hear your points of view!

Your POV.

Are you ready for the 4th Industrial Revolution? What are your questions from Davos? 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
  • Connecting with other pioneers
  • Sharing best practices
  • Vendor selection
  • Implementation partner selection
  • Providing contract negotiations and software licensing support
  • Demystifying software licensing

Resources

Reprints

Reprints can be purchased through Constellation Research, Inc. To request official reprints in PDF format, please contact Sales .

Disclosure

Although we work closely with many mega software vendors, we want you to trust us. For the full disclosure policy,stay tuned for the full client list on the Constellation Research website. * Not responsible for any factual errors or omissions. However, happy to correct any errors upon email receipt. Copyright © 2001 -2016 R Wang and Insider Associates, LLC All rights reserved. Contact the Sales team to purchase this report on a a la carte basis or join the Constellation Customer Experience
Data to Decisions Digital Safety, Privacy & Cybersecurity Future of Work Marketing Transformation Matrix Commerce New C-Suite Next-Generation Customer Experience Tech Optimization Innovation & Product-led Growth World Economic Forum SoftwareInsider Leadership Innovation AI ML Machine Learning LLMs Agentic AI Generative AI Analytics Automation B2B B2C CX EX Employee Experience HR HCM business Marketing SaaS PaaS IaaS Supply Chain Growth Cloud Digital Transformation Disruptive Technology eCommerce Enterprise IT Enterprise Acceleration Enterprise Software Next Gen Apps IoT Blockchain CRM ERP finance Customer Service Content Management Collaboration M&A Enterprise Service Metaverse developer Quantum Computing Social Healthcare VR CCaaS UCaaS Chief Customer Officer Chief Digital Officer Chief Executive Officer Chief Financial Officer Chief Information Officer Chief Marketing Officer Chief People Officer Chief Procurement Officer Chief Supply Chain Officer Chief Technology Officer Chief Data Officer Chief Analytics Officer Chief Information Security Officer Chief Operating Officer Chief Experience Officer

Salesforce AppExchange Celebrates 10 Years of Platform Success

Salesforce AppExchange Celebrates 10 Years of Platform Success

On January 14, 2016 the Salesforce AppExchange turned 10 years old.  That makes it more than 2 years older than the iPhone App Store, which opened on July 10, 2008!  For those of you unfamiliar with the AppExchange, it's a catalog of applications built by Salesforce partners that enables customers to add functionality to their use of Salesforce. Do you want to add Human Resources (HR), Supply Chain (ERP), or financial features? There's an app (well dozens) for that. On the collaboration side, do you want to add web-conferencing or task management? There's an app for that.

When choosing a vendor, one of the most important things to consider is how vibrant the company's business partner ecosystem is. The more partners a company has, the more features and functionality will be available. A flourishing partner ecosystem shows that developers have faith that the platform is a leader, and someone they want to invest their time and money on. With close to 3000 apps now available for Salesforce, it's quite clear that 3rd party developers feel confident Salesforce is a company they need to build products for.

To get started building applications for Salesforce, visit their developer site named Trailhead for documentation and tutorials.

The Salesforce AppExchange created the model that several other software companies have strived to emulate. Collaboration vendors such as BoxClarizen, Google AppsMicrosoft OfficePodio and Slack now offer integrated catalogs of their own.

 

 

Here is an infographic that Salesforce created to highlight some key milestones.

Future of Work Chief Digital Officer

NRF16 Retail’s Big Show – what I expect to hear this year.

NRF16 Retail’s Big Show – what I expect to hear this year.

NRF_retailEvery January for the past few years I have made the trek to the Big Apple and spent the better part of the week at the cavernous Javits Center for the National Retail Federations Big Show. The event feels like the official kick off for the year. While I know many who grudgingly make their way to NRF, I have always enjoyed my time at the event. So what about this year? What will I be looking for from the show?

  • The continued evolution towards the endless aisle – Matrix Commerce, is all about the merging of physical retail with eCommerce in all its forms. Where commerce is thought of without the distinction between what happens in a store or in cyberspace – it is just commerce. Obviously this is not a new concept, more an evolution of omni channel retail. One key need for Matrix Commerce is to be able to meet customer demands anywhere those demands emerge from – understanding inventory availability is the key. However, this remains a major challenge for retailers and holds back Matrix Commerce to take full flight. Too often retailers are still struggling to merge multiple systems, those that serve physical stores and those that may serve eCommerce, catalog driven sales and other channels. Often times these issues stem from past decisions made to treat eCommerce as separate from their traditional business – brick and mortar. Today more retailers are struggling to find ways to consolidate these systems and begin to gain greater visibility into their overall inventory positions. I will be interested to see what are the solutions and processes being offered for retailers. Without the ability to gain this visibility, the ability to achieve the endless aisle retailers are looking for will remain a major hurdle. Retailers cannot expect to be flexible and capable of meeting customer demands, regardless of which channel generates that demand, if they do not have true view into their inventory positions. This is not simply where inventory is, but what inventory has been promised and how to match order priority with accessible inventories. I am curious to see how the likes of Infor, Software AG, IBM, Aptos, Oracle and others are tackling this challenge.
  • Workforce empowerment picks up momentum – An area that has picked up in intensity over the past year is the ability to bring smarter solutions, information and insights down to the store associate and even distribution center employee. How to bring more insights and tools to the store associates runs in parallel with the redefinition of the store itself. Stores are being asked to do more – become destinations through hosted contextual experiences within the stores, leveraging store inventory to fulfill orders, act as return depots and embrace show rooming. A key aspect of these new store uses will also change the store associate role within this infrastructure. In order to maximize both the store as well as the associate, retailers are looking for solution providers to offer ways in which technology and other solutions can be integrated with the store associate daily activities. Think mobile tools, wearables, greater system integration and better business processes all being put on the floor of retail brick and mortar locations – right in the hands of store associates and managers. This is also true for distribution center labor. With continued rise of eCommerce, fulfillment takes on a new dimension where distribution center labor is asked to not only package inventory to be delivered to stores but to provide direct to consumer fulfillment as retail supply chains are more flexible with regards to where they service demand. Look for more discussion, from such players as Salesforce, Netsuite, Kronos, and others, around new solutions and efforts made by those attending NRF on how they can empower retailers’ workforces with enhanced tools and insights.
  • Tackling last mile logistics – All one has to do is look back a few weeks and realize that the crush on logistics,icon_warehouse especially the last mile portion, continues to be a strain on the retail supply chain. Stories such as the one from the University of Connecticut’s mail room that is overwhelmed by package delivery, that Jet.com had to apologize to some of their customers for not being able to meet holiday order deadlines and real estate management firms such as Camden Property putting in policies that restrict and even prohibit package delivery to their properties, are all examples of the last mile retail crush. As we see more retailers offering free shipping and returns or the likes of Amazon and Jet.com incentivizing customers to look to receiving a wider array of products delivered to home – this issue will not go away. I am looking to NRF to learning of new and innovate manners vendors are looking to address this issue with their customers. How are traditional logistic solution providers such as JDA, Manhattan Associates, Oracle to name few are tackling this issue and what innovate strategies are they helping their customers implement?
  • The revolution in customer relationships, beyond CRM – I hesitate to call this CRM…reason is that I believe that the connotation associated with CRM is limiting to what is really being offered to retailers. What is key in today’s retail world is getting a rich view of the customer, and not only at those customers’ interactions with the brand. Retailers, just like they do with their inventory, must approach customers across all channels that they touch the brand through. Similar to understanding your inventory position, knowing all the touch points and the context of those interactions are not easy to achieve. As retailers must pull from multiple and often time isolated systems, it is a daunting task to create a clear picture of consumers. Understanding goes beyond creating the 360 view of the customer but also how to apply this within the context of the store and even beyond. What are the technologies that can be leveraged within the store to build on this customer knowledge and help convert and build deeper relationships between the customer and the brand. Looking at NRF16, I am interested in seeing how the likes of Salesforce, Oracle, Engage.cx, SAP Hybris, Zebra Technologies to name a few are taking on this challenge.

I am bracing myself for busy and hectic 4 days in New York, but I am also looking forward to absorbing a lot of great information, seeing old friends and meeting new ones. Will I see you there? I hope so! What are you hoping to see at NRF this year?


 

Matrix Commerce Next-Generation Customer Experience Marketing Transformation Revenue & Growth Effectiveness Innovation & Product-led Growth Tech Optimization Data to Decisions B2B B2C CX Customer Experience EX Employee Experience business Marketing eCommerce Supply Chain Growth Cloud Digital Transformation Disruptive Technology Enterprise IT Enterprise Acceleration Enterprise Software Next Gen Apps IoT Blockchain CRM ERP Leadership finance Social Customer Service Content Management Collaboration M&A Enterprise Service AI Analytics Automation Machine Learning Generative AI Chief Customer Officer Chief Information Officer Chief Data Officer Chief Digital Officer Chief Executive Officer Chief Financial Officer Chief Growth Officer Chief Marketing Officer Chief Product Officer Chief Revenue Officer Chief Technology Officer Chief Supply Chain Officer

Report: Software Challenging the Status Quo in the Way People Work

Report: Software Challenging the Status Quo in the Way People Work

One of my favourite parts of my job is meeting with collaboration software vendors to discuss with them how they are going to improve, or in the rare case change, the way people work. I have hundreds of briefings each year, some with billion dollar software companies and others with brand new startups. To organize all their products, I've created three categories:

  • Evolving Email, Calendar and Contacts
  • Creating, Coordinating and Collaborating
  • Seamless Communication Experiences

In my new report, Collaboration Vendors Shaping the Future of Work, I've highlighted 18 products that show vision in improving the way people get work done. These companies were chosen based on the number of inquiries from Constellation Research customers, information gathered via company and product briefings, customer references stories, growth in partner ecosystem, and breadth of coverage and momentum in the press. Not all of these products will become market leaders. Some may fade away, some may be acquired, some may rise to the top... but all of them deserve accolades for attempting to shape the future of work. 

In the report we take a quick look at each product, discuss what they are doing and list a few of their competitors. Of course no list is ever complete. What is your favourite new product that is doing something a little bit different to make it stand out from the crowd?

Click here to purchase: Collaboration Vendors Shaping the Future of Work.

 

 

 

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

The IoT Market – 2015 laid down the direction for 2016 Massive numbers of well-financed IoT startups are attacking current market leaders

The IoT Market – 2015 laid down the direction for 2016 Massive numbers of well-financed IoT startups are attacking current market leaders

Back in January it seemed as though 2015 would be the year of Hype for the Internet of Things, as industry pundits competed to claim how many billions of IoT devices there would be in the coming years. At the end of 2015 many people in IT can state that for them there was no sign of IoT happening, and if you work in the IT department that’s arguably true. IoT is happening, and just like the Internet after the 2002 bust, it’s changing some sectors slowly but surely.

If IoT is happening then why do many people in the IT industry see no sign of it, making Industry analysts’ predictions look like so much hype? The simple answer is just like Social Marketing its not led by, or even happening very much within, the IT industry.

The most obviously visible IoT markets are consumer, but that doesn’t mean IoT isn’t happening elsewhere. Smart Homes top the list as in 2015 consumers drove this market into furious growth deploying a wide range of IoT Devices delivered via Smart Phone or Tablet based Apps that made their lives easier or more fun. A very conservative estimate, based on multiple Venture Capital Investment tracking reports indicates more than $1 billion has been invested in over 250 startups in the Smart Home, or Buildings sector.

Current consumer market leaders are well aware of this new market factor and have joined together in different consortiums each seeking to maintain their members market dominance through a new standard. Sadly ambitious consortium goals coupled to a membership more normally in competition with each other take time, and investment to achieve.

A closer examination of this market suggests that 2016 might be remember for being the year when the startups dismembered and disrupted the market leaders status faster than they could adapt. Its not only speed that is on the startups side, its also the amount invested. IoT Startups have more to spend on product development than market leaders are able to allocate for their IoT initiatives.

Smart homes are a well-researched sector able to provide some interesting feedback to other sectors and markets concerning key principles as to the disruptive progression of IoT based Smart Services. Whether a Consumer or Business markets the following characteristics can be seen;

  • A wholly new set of ‘values’ over turns traditional grounds for choice of product          
  • There are many startup players creating a wave of interest within the market
  • Smart Apps delivered on Smart Phones and Tablets are the user interface
  • Considerable Venture Capital Investments are supporting these disruptive players.

It’s the stunning amount of investment creating a massive number of startups covering any, and all, aspects of IoT that is the most striking feature of 2015. Venture Capitalists clearly believe not only in IoT, but that it will be a disruption to existing markets and create much new business value. The total across all aspects of the IoT provides more than enough investment to attack the current market and sector leaders across their entire product ranges, as well as introduce innovative new capabilities.

A recent Venture Capital investment report analyzed Honeywell’s product range in the building controls industry to name 31 startups specifically targeting one or more Honeywell products or changing their functions to Smart Services. In the Automotive sector another report named more than 600 startups vying for parts of the market, and overall there is a claimed $8.3 billion of investment in IoT.

The obvious question is why should the startups succeed against the established market leaders who have experience, resources and a customer base on their side? Some would argue that their very legacy positioning and experience makes it difficult to tackle such a level of disruption. This is not true as the example of John Deere detailed later shows. More pragmatically levels of investment in IoT startups is running several orders of magnitude ahead of the investments the existing players can afford to make. Added to this is the speed with which the startups can react and seize opportunities constantly innovatively and optimizing their products. The startups have skills, fast decision making, and most important of all, the democracy of the Internet on their side.

Time and again within a few quarters a new innovative Smart Service from an unknown startup has been catapulted into a scale of market awareness that conventional Brand based marketers can only dream about. The democracy of the Internet allows the meritocracy of a product, usually an innovative Digital Service, in outperforming the previous alternatives to be recognized, and promoted globally, fast!

Even those Enterprises born out of the Internet and Digital Business era such as Google, Facebook, and others, now risk being out classed in some important aspect of their business by a well-focused startup. Fortunately their corporate culture of fast reactive leadership, coupled with a buoyant share price, allows acquisitions as a strategy to aggregate their leadership. Intel and Cisco standout for their early stage investment programs that encourage promising startups that can add value to their business in one way or anther, but can traditional Enterprises manage the same, or is there another route?

The obvious question for 2016 in respect of current sector, and market, leaders is their ability to acquire the key IoT startups diminishing the most successful attackers, and accelerating their own market disruptive transformations? If not the alternative suggests that the startups will succeed in breaking the traditional competitive market pattern of two or three leaders holding 80% plus of the total market to create a new Internet meritocracy market place in its place.

In support of this argument remember that the number of Black Swans, or Unicorns, defined as companies that rise above a $1 billion valuation has never been higher as Digital Business introduces new market opportunities. A point that is clearly driving Venture Capitalists willingness to invest!

That’s not the only way and there are examples of sector, and market, leaders who have realized how to use the IoT startup market to reinforce their own value rather than allow an alternative platform, or a clutch of startups to triumph. In these cases there is an understandable progression in their use of each wave of new technology to create business value. In the last five years the route has been through Mobility into Smart Phone Apps and recognizable innovative Services, as part of this journey the adoption of IoT sensors has seemed a natural inclusion. These three stages of development characterize a three, or even five, year journey of growing experience; today at the start of 2016 this has to be an eighteen-month fast follower transformation to remain competitive.

Market place transformation is often initiated by customers, this certainly true in respect of the uptake of Apps, and App Shop distribution following the uptake of Smart Phones and Tablets. In parallel Mobility projects may have been more Enterprise focused providing useful experience, and often even more valuable data, in a wide range of sectors. A strategy to rapidly move into IoT Smart Services can successfully build on these foundations as the following example in the Farming Agri Business sector proves.

Farmers were quick to move into Mobility and Smart Phone, or Tablet Apps, with examples such as mobilefarmer.com described as ‘written by farmers for farmers’, or mobilefarmapps.com. As in other markets the arrival of these Apps stimulated the interest in, and acceptance of ‘Digital’ capabilities. Over time new Apps got smarter, more comprehensive and better integrated.  The use of sensor and sensing technology added new functionality and became a feature of a new generation such as efarmer.mobi. Starting with the multi sensing functionality of a Smart Phone for location, (as with so many Smart Services, i.e. Uber taxi cabs), efarmer.mobi and others built a range of more sophisticated real time services.

Venture Capitalists have been quick to see the opportunities in using IoT to transform farming with $269 million invested in 41 startups in Q3 2015 alone. As is the case in other sectors existing IoT Technology startups such as ThingsWorx have been quick to extend their core IoT Platform capabilities to include a focus on farming ecosystems. The terminology Smart Farming, or Precision farming, is now the generic recognized term. As in other sectors a host of startups are now competing with various forms of IoT sensor based Smart Services placing market leaders under attack.

It’s not only Farmers and Startups driving the market, other Agri-Business such as Farm Supplies have seen a competitive advantage in helping their customers to gain more yield at lower cost by precision control of seeds, fertilizers, and sprays. To discover exactly what form this takes read the story of Wilbur Ellis' Agribusiness division developing it’s own Smart Service platform complete with labor task management and worker collaboration tools. The platform was built  by Aditi a new breed of IoT technology integrator whose case study provides the story.

In might be a very different set of markets to the Smart Home/Buildings sector, but it’s a similar story with large numbers of well-funded startups surrounding and attacking established market leaders. (The common story that will become visible through 2016).  In this case a market leader, John Deere farm machinery, has turned the presence of IoT Startups to their advantage in creating their own market place disruption against their new and traditional competitors as well.

John Deere executed a classic Mobility to Smart App to IoT Platform progression strategy through a series of tactically beneficial business moves. The third stage, creating an IoT Market Sector Platform is crucial to both maintaining market leadership and creating a new innovative competitive IoT ecosystem that provides unique value to the whole industry market from end customer to other market suppliers.

There is urgency to introducing Smart Services as experience shows users are reluctant to delete and load a latter competitive App even if it has new features. Late entrants, even as fast followers, will find it very difficult to persuade users to change to their Smart Services, and even more so their new IoT Ecosystems platform.

There is true first mover advantage in establishing an Industry Sector, or local Market, IoT Ecosystem Platform and attracting as many as possible IoT Smart Services Startups to use your Platform. Early winners see numbers of connections, data points and complex event processing capabilities multiplied ever faster leaving later followers, unable to create the necessary volume.

IoT Smart Services are totally dependent on an adequate volume of events and data flows to be able to provide the basis to calculate Smart actionable insights. Startups and Smart Service developers will flock to an IoT Ecosystem Platform that can provide them with the best quality volumes. The John Deere IoT Ecosystem Platform has succeeded by aggregating the data, connection and Apps together with earlier Telematics and Mobility activities to create the necessary volume.

John Deere started in 2011 with the introduction of the John Deere Strategy around using sensors and data to increase the value that that ‘JDLink telematics’, as it was referred to at the time could add to John Deere customers. The valuable experience gained led smoothly into improved delivery and user interactions with the launch in 2012 of John Deere Mobile Farm Manager. Farmers showed themselves to be more than willing to adopt the advantages of Smart Phones and Tablets to run a new generation of Sensor based Mobility capabilities and associated Apps all of which were able to directly contribute to more profit per acre/hectare. By 2013 John Deere was realizing the power of connecting up its own ecosystem of John Deere dealerships into a range of Smart Services for reliable operational maintenance branded as John Deere Farm Sight.

By the end of 2013 John Deere was ready to go ahead with opening its myjohndeere platform to the agri-business industry as a whole creating a data and connection rich IoT Ecosystem platform that would attract Startups and established Agri-Businesses to make use of its unique positioning and capabilities.

It would be nice to end this journey with John Deere recording record revenues and profits, but Farming is a tough business with the last couple of years seeing farm prices for a wide range of commodities falling, as have sales of farm equipment. Against this background John Deere have performed as well as could be expected and are the 70th most valuable brand in the global brands survey. The question is what would have happened if John Deere had not taken action to transform themselves, their sector and value offered to their customers? The best answer lies in the story published by Data Science which charts the change from “Farming to big data; the amazing story of John Deere” in reading this article reflect on how many other market sectors the story applies to as well!

2015 looks to have been the year for IoT startups to build their products with 2016 becoming the year that a series of market visible disruptions will occur. Collectively well-financed startups will certainly be present in many sectors and localized markets in 2016, the extent that this will impact Market leaders is the big question. How many global sector leaders will seize the initiative to become IoT Ecosystem disruptors is the second question.

As ever predictions are hard, but as its the customers who are driving the market disruptions as they see new business values change is certain to occur, it’s the extent that is the real question.

New C-Suite

Unit4 announces integration with Slack - News Analysis

Unit4 announces integration with Slack - News Analysis

This morning Unit4, a rising ERP player with European origins, announced its partnership with the 'hot' collaboration startup Slack. As such its the first partnership of Slack, which has covered more than mindshare in SiliconValley, becoming the 'de-facto' collaboration tool for many local enterprises, and an enterprise software vendor. So well worth a blog post. 

 
 
 
So let’s take apart the press release in our customary style (it can be found here):
 
Utrecht, Netherlands, January 12, 2016 – Unit4, a fast growing leader in enterprise applications for service organizations, today announced a new integration with Slack.com, the messaging app for business teams. Slack delivers service industry professionals using Unit4’s people-centric ERP software a useful communications extension so that updates in Unit4’s Communities workspace become part of their Slack stream and vice versa.
MyPOV – Good synopsis of the partnership. Unit4 has put collaborative capabilities into it platform for people centric ERP, and the collaboration spaces of the platform are now getting integrated with Slack streams. Remarkably it’s a bi-directional interface and information from Slack finds a home in Unit4. Bi-Directionality is important to enable the way how people work, with two solutions and no need for manual synching.
 
The two-way integration enables Unit4 customer teams to bring together all communications in one place, replacing the need for project-related in-team email. Teams can organize conversations in open channels related to a specific project, topic, team or customer for example, increasing productivity and efficiency. As Unit4 achieves its vision of self-driving ERP, where applications self-learn to deliver real business insight, in-team collaboration and rapid response to opportunities will become a competitive differentiator.
MyPOV – Good formulation of the need for rigidity for scale (as often found in ERP software) and the flexibility for agility (as often found in collaboration software) and how Unit4 plans to deliver on these. Mastering the integration in a light weight ‘automagical’ fashion in one of the holy grails in enterprise software – often searched for – not really fully reached - so far.
 
Both Slack and Unit4 Business World are available via mobile applications making this a powerful solution for distributed teams across different geographies.
MyPOV – Good to mention the mobile aspect. More than half of work of business professionals now happens in a mobile setting and enabling work in a mobile setting is key. Achieving efficient mobile integration is not trivial – so it will be interesting to see

“Slack has become a popular collaboration tool for business as it is simple to use and ties together the many other disparate tools we use today like Dropbox, Google Docs and Twitter etc.,” said Erik Tiden, Unit4 CTO. “It won’t replace business email anytime soon but is a powerful alternative to in-team email. Teams can be up and running in seconds working together in open and private groups around any project or initiative. It again underlines our people-centric approach to ERP. For service teams working with our Business World ERP, it means they don’t always have to be logged into the system but can keep up on project status through the Slack.com mobile app, and conversations can be extended to customers and other external stakeholders.”
MyPOV – Good summary by Unit4 CTO Erik Tiden, supporting the people centric vision of Unit4.
 

Overall MyPOV

A good move by Unit4, delivering a proof point of people centric ERP. A compelling vision is one thing, delivering on it is harder but key to create both value for customers and differentiation in the marketplace. Slack is the collaboration tool that has captured a lot of mind share and is highly desirable for enterprise users to use. Traditionally both enterprise IT and enterprise vendors have been slow at offering support for these tools, creating frustration in the user base. With Unit4 supporting bi-directional integration with Slack it not only shows people centricity in product, but also in user appreciation. A welcome change for enterprise software and hopefully an inflection point creating a new attitude of both corporate IT and traditional enterprise software (ERP) vendors to people needs. 

This capability is a win for both vendors, more importantly for busy users in enterprises that need to connect their enterprise processes with collaboration capabilities. 

 
More on Unit4:
  • News Analysis - Unit4 picks Microsoft Azure for ‘Self-Driving’ ERP vision - Cloud, Machine Learning, Office and PaaS are the attractors - read here
  • Progress Report - Unit4 lays out a big vision - now it needs to execute - read here
  • News Analysis - Unit4 acquires Three Rivers Systems - read here

More on Future of Work
  • Musings – Time to re-invent email – for real! - read here
  • Musings - Future of Work – Is voice part of it? Post Cortana debut reflections.... - read here


For much more on the Future of Work, with a focus on social business and collaboration, check out my colleague Alan Lepofsky's blog here.


Find more coverage on the Constellation Research website here and checkout my magazine on Flipboard and my YouTube channel here
Tech Optimization Future of Work Innovation & Product-led Growth Next-Generation Customer Experience New C-Suite Marketing Transformation Digital Safety, Privacy & Cybersecurity Data to Decisions unit4 Chief Information Officer Chief Marketing Officer Chief Customer Officer Chief People Officer Chief Human Resources Officer