Roundup Of Cloud Computing Forecasts And Market Estimates, 2014

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By 2018, CIOs expect it to play a critical role in enabling their organizations strategic vision according to IBM’s latest study, Moving from the back office to the front lines – CIO insights from the Global C-suite Study. The IBM study and recent cloud computing forecasts and market estimates illustrate how quickly CIOs’ roles are changing.

CIOs in high performance enterprises are increasingly seeing the world much more like their CEO counterparts.  Both are now focusing more on how cloud computing can improve customer engagement and operational performance while anticipating market and macro-economic factors.  IBM’s study provides a glimpse into their Institute for Business Value’s 1,600 face-to-face conversations with CIOs from 70 countries and 20 industries worldwide.

Here are the key take-aways from the report including an infographic summarizing key points of the study:

• Cloud computing has rapidly accelerated from 30% of CIOs mentioning it as a crucial technology for customer engagement in 2009 to 64% today.

• 67% of CIOs IBM interviewed are actively looking into how cloud technologies can better serve and collaborate with customers.

• 84% of CIOs are focusing on mobility solutions to support closer customer engagement, 83% are evaluating business analytics and optimization and 64%, cloud computing.   The following graphic shows a comparison of how priorities have changed between 2009 and 2013.

• CIOs in outperforming enterprises are nearly twice as likely as their peers (59% versus 31% for underperformers) to have a cohesive strategy for uniting the digital and physical elements of their businesses.  One respondent CIO from a banking firm in The Netherlands stated that “We want to create an integrated, 24/7 customer experience across channels and services.”  The following infographic summarizes key points of the analysis.

• Gartner’s latest edition of the Magic Quadrant for Enterprise Application Platform as a Service reports that Salesforce is the largest provider in the application PaaS (aPaaS) market with the fastest growing user base and application count.  Salesforce continues to accelerate the pace of innovation in the enterprise platform market with the Salesforce1 platform, which includes SDKs and API libraries specifically for mobile, service-oriented and Web application development, enhanced user experience, and advanced identity management,.  To read the full Magic Quadrant for Enterprise Application Platform as a Service please see the free reprint here.

• Cloud-related tech spending by businesses is forecast to triple from 2011 to 2017 according to IHS Technology.  By 2017, enterprise spending on cloud computing will amount to a projected $235.1B, triple the $78.2B spent in 2011 according to the research firm’s analysis.  In 2014, global business spending for infrastructure and services related to the cloud will reach an estimated $174.2B, up 20% from the amount spent in 2013. Source: Cloud- Related Spending by Businesses to Triple from 2011 to 2017.  

• Centaur Partners predicts that total SaaS revenue will shift from just over 10% of the total enterprise software market in 2010 to just over 16% by 2015, and predict that SaaS and cloud-based business application services revenue will have grown from $13.5B in 2011 to $32.8B in 2016.  The following graphic is from their latest SaaS Market Overview presentation.

• Forrester Research predicts that within the next 12 months more than 50% of enterprises will prioritize building private clouds by purchasing commercial software. Cisco has purchased reprint rights to The Forrester Wave™: Private Cloud Solutions, Q4 2013 by Lauren E. Nelson, November 25, 2013.  The following is the Forrester Wave for Private Cloud Solutions, Q4, 13 courtesy of Cisco’s free download accessible here. Source: The Forrester Wave™: Private Cloud Solutions, Q4 2013 by Lauren E. Nelson, November 25, 2013 Courtesy of Cisco.

• 42% of C-level executives are increasing their investments in cloud computing over the next twelve months according to Computerworld 2014 State of the Enterprise survey. You can view a summarized version of the presentation is here.  The following slide is from the summarized results showing budget predictions by technology area.

• Cloud applications will account for 90% of total mobile data traffic by 2018, compared to 82% at the end of 2013. Mobile cloud traffic will grow 12-fold from 2013 to 2018, attaining a compound annual growth rate of 64%. Source: Cisco Visual Networking Index: Global Mobile Data Traffic Forecast Update, 2013–2018.

• Bain & Company predicts that direct spending on hardware, software and services could top $70B by 2017 based on the proliferation of the Internet of Things (IoT).  The research brief, Is your company ready for the Internet of Things? predicts that companies that can capitalize on mobility, analytics and cloud computing will have the highest probability of success.  Bain & Company also presented their taxonomy of market growth by enterprise spending category below, projecting software and applications will generate $180B in sales by 2017.

• IDC is predicting that the cloud software market will surpass $75B by 2017 attaining a five year compound annual growth rate of 22% in the forecast period. IDC also found that current organizations using the cloud expect to spend 53.7% of their IT budget on cloud-based applications and platforms in the next 24 months.  Major benefits of the cloud for IT operations include reducing the size of the IT budget, improving IT staff productivity, and simplifying and standardizing IT infrastructure.  For other departments, benefits include improved resource utilization, enabling business units to control IT solutions more directly, and launch revenue generating services faster with more efficient time-to-market strategies. These findings are from the Cisco infographic based on IDC research data titled Midsize Enterprises Leading The Way With Cloud Adoption.

• The top three technologies that have the most potential for positive Return on Investment (ROI) are analytics and Big Data (65%), cloud computing (48%) and mobility (43%) according to the Accenture 2014 North America Digital Mining Survey.  88% C-suite and VP-level respondents to the survey believe that companies who do not embrace digitally-based strategies will lose their competitive position and face extinction. Source: Accenture 2014 North America Digital Mining Survey. The infographic of the results is shown below and can be found here.

 

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News Analysis: Gainsight Spring 2014 Release Targets Large Enterprises Making The Transition To #DigitalBiz

R "Ray" Wang

Principal Analyst and Founder
Constellation Research

R “Ray” Wang is the CEO of Silicon Valley-based Constellation Research Inc. He co-hosts DisrupTV, a weekly enterprise tech and leadership webcast that averages 50,000 views per episode and blogs at www.raywang.org. His ground-breaking best-selling book on digital transformation, Disrupting Digital Business, was published by Harvard Business Review Press in 2015. Ray's new book about Digital Giants and the future of business, titled, Everybody Wants to Rule The World was released in July 2021. Wang is well-quoted and frequently interviewed by media outlets such as the Wall Street Journal, Fox Business, CNBC, Yahoo Finance, Cheddar, and Bloomberg. Short Bio R “Ray” Wang (pronounced WAHNG) is the Founder, Chairman, and Principal Analyst of Silicon Valley-based Constellation…...

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Customer Success Management Pioneer Adds Key Functionality For March 2014 Release

On March 18th, Mountain View, CA based Gainsight announced the Spring 2014 release of its customerssuccess management platform.  Led by CEO Nick Mehta, the cloud software vendor has received over $29M in funding from key investors such as Bain Capital, Battery Ventures, Capital Innovators, Cultivation Capital, Silicon Valley Bank, and Summit Partners.  In addition to the latest release, the company added two industry veterans Sherif Botros from SAP as Chief Data Scientist and Puja Ramani from Facebook as Director of Product Management and Analytics.

Five key features designed for the largest of enterprises were announced for the Gainsight Spring 2014 release and include:

• Support for sponsor tracking with LinkedIn and InsideView. New feature takes contacts listed in a client's CRM system and monitors status changes in InsideView and Linkedin.  Known as Gainsight Sponsor Tracking, the feature also adds relevant news, events, and CRM intelligence.  These additional, external data points factor into a holistic customer health score that includes usage, support, engagement, and and other relationship health metrics..
  
  Point of View (POV): A top root cause for churn is an executive sponsor's departure.  The automated system serves as an early warning indicator when status changes for key contacts to help provide the advantage of time and insight when protecting renewals and future upsell.  The feature also locates potential advocate or customers to on board.

• Delivery of a Salesforce1 mobile app .  The Gainsight Salesforce1 Mobile App integrates natively with Salesforce (see Figure 1).   The Gainsight offering allows users access on Android and iOS phones and tablets.  Alerts, tasks, customer health data, and survey feedback are integrated with Salesforce system data.
  
  (POV): Mobility tops this year's list of key enabling digital technologies in almost every Constellation survey.   Customers can take advantage of in-between and wait times to update customer health and fill notes via the application.  Many existing customers expect that this feature will improve team productivity from 10 to 25%.

Figure 1. Gainsight Delivers a Native Integration To Salesforce1

• Release of  Gainsight Success Snapshots. As a new data visualization publishing feature, the solution helps clients build and publish data filled presentations, executive updates, and QBR reports.  Users can populate presentations with customer queries or templated reports.
  
  (POV): Customers seek not only good reporting tools, but also consumer grade user experience and ease of use. Data visualization tools play a key role in effectively democratizing the data to decision process among stakeholders championing customer success.

• Introduction of Gainsight Home. The personalized dashboard aggregates relevant information and enables team collaboration (see Figure 2). Gainsight Home allows customer success managers to configure relevant data and workflow views.
  
  (POV): Gainsight Home provides personal analytics for the customer success manager.  Reports and dashboards can be customized.  Upcoming tasks can be tracked and monitored.  The system enables the benchmarking of performance and customer success manager career development and advancement.

Figure 2. Gainsight Home Provides Personalized Dashboards

• Launch of enterprise permissions to support collaboration. Gainsight Enterprise Permissions allows admins to define role based security.  Key permissions include create, edit, delete, and publish for objects such as customer and company data, surveys, and blended data reports.
  
  (POV): The capability provides an initial step to delivering enterprise class security.  Organizations having to address compliance now have a baby step towards risk mitigation.  More enterprise class features will be needed going forward as the customer success manager role expands into the enterprise.

The Bottom Line: The Recurring Revenue World Depends On Top Notch Customer Success Management

The customer success management movement gains traction as the shift from traditional business models to digital business models requires leaders to prioritize efforts to grow recurring revenue.  Top notch customer success management automates the monitoring of key factors driving churn risk, provides the predictive analytics to anticipate risks, and shares best practice playbooks to improve success.  Organizations must successfully master customer success management in order to drive down churn, build up-sell and cross-sell opportunities, and successfully engage customers across a continuum of customer experience.

Your POV.

Ready to add customer success management?  Have you improved outcomes with a forma Customer Success Management program.  Are you embarking on a digital business transformation?  Let us know how it’s going!  Add your comments to the blog or reach me via email: R (at) ConstellationR (dot) com or R (at) SoftwareInsider (dot) com.

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

• Assessing customer centricity readiness
• 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

Related Research:

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• Event Report: The Tweet Stream From #DF12
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• News Analysis: KANA Enters MidMarket With Trinicom Acquisition
• Best Practices: From First To Worst – Continental In A Post United World, Lessons In Next Gen Customer Experience
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Ceridian makes a lot of progress – but the road(map) is long

Holger Mueller

Vice President and Principal Analyst
Constellation Research

Holger Mueller is VP and Principal Analyst for Constellation Research for the fundamental enablers of the cloud, IaaS, PaaS and next generation Applications, with forays up the tech stack into BigData and Analytics, HR Tech, and sometimes SaaS. Holger provides strategy and counsel to key clients, including Chief Information Officers, Chief Technology Officers, Chief Product Officers, Chief HR Officers, investment analysts, venture capitalists, sell-side firms, and technology buyers.  Coverage Areas: Future of Work Tech Optimization & Innovation  Background: Before joining Constellation Research, Mueller was VP of Products for NorthgateArinso, a KKR company. There, he led the transformation of products to the cloud and laid the foundation for new Business Process as a…...

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Here are my top 3 takeaways from the briefings:

• Steady roadmap execution – It is 2 years ago now that Ceridian acquired Workbrain and with that a very good workforce management product and a talented management and product development team. And those 2 years have been used well – Dayforce today is a complete HR Core system, with very good payroll support for Canada, UK (here through its Horizons product) and USA, maintaining and extending its strong Workforce Management DNA.
  
  Moreover, Dayforce now has a good first version of recruiting, with all the benefits of being integrated with its core HR system. More importantly even, Ceridian has delivered what it promised last year, a key achievement to create confidence in the market and its install base that the transformation from a venerable payroll and benefits player to a global HR application vendor is in full progress.
  
  Ceridian also deserves kudos to share the roadmap of Dayforce till 2016 – a common best practice in the enterprise software market – but no other vendor has given that long of an insight into their plans. The main additions between now and 2016 will be functional deepening (e.g. Absence Management for HR Core) of all modules, more global support (e.g. adding Payroll support for more countries), and the addition of all Talent Management functions (next to Recruiting, Performance Management, Compensation Management, Succession Management and Career Pathing).
  
  Additionally Ceridian plans to add a fully statutory compliant Document Management capability for HR purposes, an improved Business Intelligence product and (very soon) an improved user interface. So the work is carved out for the next two handful of calendar quarters.
   
• Payroll Innovation – Less than a handful of payrolls have been built from scratch in the 21st century – and Dayforce is one of them. The interesting news is, that Ceridian did not go for a simple re-write but put a lot of experience and some of the Workforce Management DNA into the new product. So payroll runs instantly, whenever e.g. time data changes. It can run on end user request, interactively. Dossip even mentioned the vision to change payday loans. All important payroll innovations for the more flexible, project based workforce that will be key for the 21st century are with that considered in the foundation of the Ceridian payroll. Additionally incentivizing work decisions (e.g. do people want to take a shift when they see what they have earned till today – or not) becomes possible.
  
  It is always exciting to see when enterprise software capability exceeds current practice requirements. But only what not is - can be, and in this use case I think Ceridian is very close to future payroll best practices.
   
• Global Focus – While Ceridian was always known to work beyond North America, e.g. with a strong presence in the UK – there is now a clear ambition to go beyond these countries, with a goal to reach 15 priority countries. Ceridian is confident to be able to tackle more complex European payrolls such as Germany and France in a matter of few months. Thanks to object oriented inheritance mechanisms as part of the inherent payroll (and overall system) architecture on the technical side and a slowly increasing standardization by the European Union on the business side - there is a good chance Ceridian can deliver to this.
  
  Beyond the priority countries Ceridian will do what all vendors do once the product coverage is exhausted – partner with the payroll aggregators and local payroll vendors. The company seems committed to some best practices – as e.g. always having at least two partner options per country. And in the global team, close to 50% of resources are only dealing with selecting, managing and testing partner solutions. Kudos to Ceridian to go after these markets – as it pits them against larger and more established competitors beyond its traditional three strong markets. The market dynamics around adding local payroll support and global payroll capabilities is only unfolding now. 

It’s is important to notice that Ceridian is more than a HCM software vendor – as it provides not only its traditional payroll and tax services, but also benefits and EAP, Work-Life products. That makes Ceridian a vendor with interesting co-opetition relationships in the market place, something to keep in mind when looking at Ceridian.

Time ran out to quiz Dossip and team around programming language, customizing options, end user configurability, localization, databases uses, scalability and data center strategy – all topics that Ceridian needs to master successfully in order to keep executing successfully. All not trivial challenges. More briefings and reports back to you to come – hopefully soon.

MyPOV

Remarkable progress by Ceridian in the last three quarters. The company keeps deepening existing functionality and has established its first functional beachhead into Talent Management with a solid Recruiting module. That is timely as the fight for talent has heated up for most enterprises and competitive talent acquisition is a key selection and operating criteria for HCM enterprise products. Kudos to Ceridian for delivering and for presenting a roadmap to complete Talent Management and adding some differentiating products like (PII and other HR legal statutory compliant) Document Management by 2016.

If Ceridian executes equally well on refreshing its user interface and on the global functional and infrastructure extension – it will be an even more formidable competitor and a very attractive partner for HCM executives - than it already is today. Ceridian’s strong WFM DNA in Dayforce should play into its hands with expected changes in the future of work – moving to more project based, hourly engaged, often contingent workforce.



Also on Ceridian

• Ceridian transforming itself and with that the game – read here

And unrelated to Ceridian - but how important payroll can be for HCM innovation:

• Could the paycheck reinvent HCM - yes it can - read here
• And suddenly... payroll matters again - read here

 

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Three Wildfire alternatives

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New C-Suite Marketing Transformation Chief Marketing Officer

Purposeful Collaboration with Microsoft Yammer and Dynamics

Alan Lepofsky

Vice President & Principal Analyst
Constellation Research

Alan Lepofsky - VP and Principal Analyst, Constellation Research. With almost two decades of experience in the collaboration software industry, Lepofsky helps organizations improve the way their employees work together to get their jobs done. Lepofsky’s primary research area The Future of Work, focuses on: integrating collaboration and business processes (Purposeful Collaboration), structuring work via Social Task Management, leveraging analytics and digital assistants to work more productively, the strategic impact of mobile computing on business transformation, and measuring workforce culture based on Digital Proficiency instead of age. Twitter: @alanlepoLinkedIn: https://ca.linkedin.com/in/alanlepo     , Title: Big IdeasIntelligent Collaboration: The Intersection of…...

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Below is the recording of my session at the SharePoint Conference 2014 that explains how collaboration should not be a stand-alone process but rather integrated with the business tools people use to get their jobs done. Towards the end I interview Steve Novoselac, Technology Director at Trek Bikes about their use of collaboration tools.


 

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Progress Report - Good start for VMWare EUC – time for the 2nd inning

Holger Mueller

Vice President and Principal Analyst
Constellation Research

Holger Mueller is VP and Principal Analyst for Constellation Research for the fundamental enablers of the cloud, IaaS, PaaS and next generation Applications, with forays up the tech stack into BigData and Analytics, HR Tech, and sometimes SaaS. Holger provides strategy and counsel to key clients, including Chief Information Officers, Chief Technology Officers, Chief Product Officers, Chief HR Officers, investment analysts, venture capitalists, sell-side firms, and technology buyers.  Coverage Areas: Future of Work Tech Optimization & Innovation  Background: Before joining Constellation Research, Mueller was VP of Products for NorthgateArinso, a KKR company. There, he led the transformation of products to the cloud and laid the foundation for new Business Process as a…...

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• What a difference a year makes – A year ago some pundits were seeing the end of the ‘other’ portfolio investments VMWare had done beyond core virtualization, with dis-investitures looming overall and some of them even happening. But change starts with people and with installing Sanjay Poonen, the dynamics changed for the better: With two rapid acquisitions (Desktone and AirWatch), getting top talent from the competition (Shultz and Dhawan from Citrix) – both the team in charge and its product capabilities look much better than a year ago. The vision where the team wants to take the portfolio is compelling and with shipping its DaaS offering before Amazon (where WorkSpaces is still in limited availability) it had a significant early win.
   
• Compelling vision – but work remains – VMware’s executives described a comprehensive and compelling vision where they want to take the EUC portfolio. The recent acquisitions have already lead to a directional harmonization in little time, but we found the AirWatch direction particularly compelling. On the technical side, the new EUC division CTO Colbert showed a significant abstraction architecture that looked complete with all moving pieces nicely tucking in. Needless to write it will be significant work to make it real.
   
• DaaS needs data centers – It was good to see the management team acknowledging that desktop business is a cost business. Since we know, and for all of the foreseeable future – costs for operating end user devices are coming down. Vendors with the more cost effective infrastructure will be better positioned. And EUC products brings a stable and pretty predictable load to infrastructure build out plans – which ultimately materializes in data centers. And here not only the EUC future – but the overall VMware strategy is of concern, which (so far) has only shown a remarkably slow pace (even though VMware just announcedtheir first data center outside of the US – in the UK).

MyPOV

 

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Presentation: Lead the Enterprise Social Revolution – How to Drive Sustainable Adoption #worklikeanetwork

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The enterprise social revolution is brewing in the enterprise today. Mobile technologies, business velocity, collaborative engagement, advanced analytics, and unified communications are converging to deliver the promise of enterprise social success. Organizations that miss this paradigm shift from transactional systems to engagement systems will face dire consequences. How can you ensure that enterprise social technologies will be embraced for project management and adoption will be sustainable?

Watch this Project Conference 2014 interactive session as I share how you can positively transform your project management initiatives and lead the enterprise social revolution with Microsoft Project, Office, Yammer and SharePoint. You’ll learn how to apply practical steps to drive culture change and effective techniques to promote sustainable adoption with enterprise social technologies to deliver project management success.

 

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My week as an uberX driver

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ADMA Experts – 56 Trends Shaping Australian Marketing

Gavin Heaton

Founder
Disruptors Co

Gavin is the Founder of Disruptors Co, one of Australia’s leading independent strategy and innovation companies. Gavin advises firms on strategy, marketing, product development and innovation. He is also a member of the Orbits program, the influencer network of  award winning analyst and advisory firm, Constellation Research. Gavin advises boards and leadership on innovation strategy, marketing, data-driven product development and corporate venturing. Gavin is on the board of Vibewire, a youth-led social enterprise based in Sydney, Australia and on the Technology Advisory Group for Good2Give – the workplace giving platform. ...

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Each couple of months, Association of Data-driven Marketing and Advertising (ADMA) convenes their expert groups on a wide range of topics. Drawn from across the marketing landscape, these groups hash out important, practical topics and challenges that impact their daily work. There are groups that focus on multi-channel, and acquisition and lead generation through email, B2B, search and social media to data and analytics – and everything else between.

Having been a participant for the last two years, it can be a fascinating process to go through. It’s a chance to share your own business and marketing challenges and to learn from others.

Earlier this year, each member of every group was asked to put together a brief prediction for 2014. All of these have now been collated and published. And you can download the report for free. The report outlines 56 trends from data and privacy to wearable tech. It may be the most useful 22 page report you’ll read this year. It will, at the very least, challenge your plans and strategies for the months ahead – and hopefully validate your own work. Download it free here.

Marketing Transformation Innovation & Product-led Growth Chief Marketing Officer

Mobile, we take it for granted

Brian Katz

fill

Brian Katz is a director at pharmaceutical company Sanofi, where he manages mobile initiatives, including mobilizing the salesforce, building best practices for developing apps, handling BYOD initiatives, enabling new devices and form factors for success, and looking at ways to innovate in the mobile space for Sanofi. He started his career working with a multi-national New York financial company as an email architect, designing and maintaining their email and communications systems, which also involved supporting their mobile computing platforms. ...

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My daughter broke her arm a little over a week ago. She was playing soccer over 2 and half hours away and her mom took her to the games (she had two). Apparently, right before half time she was fouled by someone on the other team and ended up falling and hearing a crack. My wife called me right after it happened and we decided that if it weren’t too bad they would come home first and go to a doctor by us. Needless to say that wasn’t a choice. My daughter was in a huge amount of pain and once we found out she heard it crack it was time to mobilize. If you’re a parent, you can imagine how helpless I felt being so far away with no way to get there quickly.

The next phone call came from the car, “what’s the nearest hospital to me and how do I get there?” The power of mobile was about to come alive. I had my iPad on me and immediately checked Google for nearest hospitals while I instructed my wife to check the app on her phone that listed things near her. We both found the same place and I checked to see how good it was (it was an excellent hospital). I immediately added it to Waze from my phone and shared the destination with her so she could get there as quickly as possible.

Once they made it to the hospital, where it looked like it was going to be a many hour, I received the next call. They were triaged fairly quickly (under 20 minutes) and ushered into a room for x-rays and treatment. Being a hospital with lots of equipment and shielding in the walls, connectivity wasn’t great. I couldn’t call my wife and she was stuck. Amazingly though, a messaging app worked. I knew exactly what was happening and what they were doing as they were doing it. The break was confirmed and my daughter was given pain medicine. They then had to set the break, put it in a cast and make sure she was okay.

In the meantime, I updated the family (and friends) through a combination of Twitter, Facebook, and Email. Having a doctor in the family doesn’t hurt either, so the phone invariably rang and there was a short discussion about the break (it was clean) and what to expect. That, plus an outpouring of friends including a hospital recommendation that came back over twitter within minutes of asking, which was the one that we used and matched what we got from our apps.

After everything was all said and done, they were out of the hospital in less than 4 hours. We found a place for them to pick up dinner and then I had to go find some things for my daughter. The first being a cast covering so that she could get clean when she got home…casts can’t get wet and she had essentially played a game and a half, so she needed to wash up. Although a web search showed one national chain carried what we needed, they only had them online, which I didn’t find out until I had spent 10 minutes in the store looking for it. A quick check with a virtual assistant gave me the number of another national chain that was close by and they had what I needed on the shelf. A quick ride to pick it and I still made it back before the walking wounded made it home.

They arrived soon after and hugs were exchanged, a few extra from me as I just missed not being there for my daughter. The obligatory cast photo was taken and posted online for all to see the injury and get the final update on her condition. The funny thing is, without mobile, none of this would have been possible. Sure, my daughter would still have gotten to the hospital but it would absolutely have taken longer. Information my wife needed was available to her as she needed it, without needing to go find a payphone or use a phonecard (for those that remember what those are). Everyone, including my daughter’s teammates and coaches were kept up to date and informed. Data that would be needed for my daughter’s appointment a week later was available then, and didn’t need to be retrieved personally by someone going back 3 days later. That’s not to say that there isn’t room for improvement but, all in all, mobile made the experience better, especially for a dad sitting over 160 miles away worried because he couldn’t be there.

New C-Suite Innovation & Product-led Growth Chief Information Officer