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My latest research report is a case study of Dialpad, an enterprise cloud phone system. This report examines the ROI of Dialpad and Dialpad's effect on collaboration. Learn more about the report here: Next-Generation Cloud Communications and Collaboration Tools.
Analyst Blog
Case Study
Case Studies: Dialpad with Vivint Solar and A Global Communication Solutions and Services Company
Gaining Value from Cloud-Based Technology and Enabling Collaboration Inside and Outside the Business
This case study details the clients' experience implementing Dialpad for communication and collaboration.
Adobe Move To Microsoft Azure Signals Closer Partnerships Ahead
Analyst Blog
From IT Transactions with BI to IoT Interactions with AI An argument for a ‘Mid Office’ architecture
Online Web Based Business showed first retail, and then, many other sectors, that Internet ‘location’ was rapidly becoming more important than the physical location in attracting business. As Internet based business expands and transforms with IoT then understanding the concept of ‘interactions’, rather than the format of IT based ‘Transactions’, becomes necessary. The Enterprise orchestrates IoT event ‘Interactions’ from the market into an the fastest optimum response using its internal IoT assets is the new competitive winner.
Analyst Blog
Enterprise Scaling, Dev Platforms & Integration Strategy | DisrupTV Ep. 33
In DisrupTV Episode 33, hosts R “Ray” Wang and Vala Afshar interview:
Video
Having been a long-term customer experience advocate and studied the field, I as many others, have noticed that while companies are saying that customer experience is a key differentiator, that it’s at the top of their priority list of business initiatives, that they are spending more on it but when customers are asked, they don’t […]
Analyst Blog
Cisco and Salesforce have a longstanding partnership that just got quite a bit deeper. Here are the key details from their joint announcement:The two companies will jointly develop and market solutions that join Cisco’s collaboration, IoT and contact center platforms with Salesforce Sales Cloud, IoT Cloud and Service Cloud. New integrations will include:
Insight Blog
Many companies approach the internet of things by starting with a device, make it connectable and then are in search of a business use case. This is a typical process that happens when there is a new area of technology area. If a company uses that as a strategy, it can be the long road to #IoT […]
Analyst Blog
One of the most prominent industry groups involved with industrial IoT has unveiled what it calls a comprehensive and sorely needed security framework document. Here are the key details from the Industrial Internet Consortium's announcement:
Insight Blog
Microsoft has responded to European concerns over data privacy with the launch of Azure in a number of German data centers. Not only does the setup address data sovereignty issues, but it actually places oversight of customer information in the hands of a third party, as Microsoft notes in an official blog post:
Insight Blog
A good start for OpenWorld, with over 18 announcements made in Ellison’s keynote – reminding us what a 5B+ R&D budget produces on all fronts of the stack. All eyes are on the new IaaS capability; Oracle needs to get this right in order to keep delivering its vision of the integrated stack. That vision would literally break in half if IaaS does not deliver. Stay tuned for more.
Analyst Blog
Oracle executive chairman and CTO Larry Ellison's OpenWorld keynotes are often made memorable through healthy portions of competitive bombast delivered in his witheringly sarcastic style. Ellison did not disappoint fans of such rhetoric during his second OpenWorld 2016 keynote on Tuesday, but nonetheless made a strong case for Oracle's cloud advantages over Amazon Web Services.
Insight Blog
Oracle and Salesforce are both promising artificial intelligence assisted apps with capabilities including machine learning and natural language interaction. Here’s what’s behind the tech and when it gets real. Oracle … Continue reading →
Analyst Blog
Premium Research
How to Use Customer Experience to Turn Millennials into Brand Advocates This research looks at how modern customer service and customer experience professionals make use of Millennial brand advocates for customer acquisition, building online, peer-to-peer recommendations, sharing strong brand preferences and driving revenue through word-of-mouth interactions. This report provides a guide to customer-oriented brands seeking to engage Millennials via customer experience and customer service.
This research that I just completed is about how to use customer experience to turn Millennials into brand advocates. Why does it matter? They are different than other generations that have come before then. If you are in the Boomer Generation and are running a contact center there are some changes on the horizon that […]
Analyst Blog
A few days ago SAP formally launched its newest offering, its BW product as BW/4HANA. No surprised on HANA, as it dominates branding with SAP these days, the 4HANA suggests a sister relationship to the OLTP / ERP S/4HANA.
Analyst Blog
It will be another busy event this year at OOW, all eyes will be on the new IaaS capabilities. I have asked Oracle executives for year what will happen when this is fixed, and what the repercussions will be for the higher levels of the Applications stack… and the answer was always the technically correct one – all is encapsulated well with APIs, programmatically…. And that’s good – now we will have to see how smooth PaaS, DaaS and SaaS products will be able to take advantage of the new IaaS platform. Stay tuned for more updates from Oracle OpenWorld, fist look on Twitter, then Video – and if you are there – try to catch me in real life – nothing beats that!
Analyst Blog
I had the opportunity to attend the ADP Analyst Day, held on September 15th on Pasadena, at the ADP innovation center. A few years ago ADP’s in house efforts on its Talent Management Suite where at a decision point – partner or keep investing. ADP decided for the latter and it is good to see that this decision pays off, ADP was able to grow the customers for Vantage HCM from low 200s to almost 500, almost a doubling in 12 months. Considering that the potential market is approx. 3000 customers, very good progress and it is clear that ADP customers now know that there is a native ADP Talent Management offering for them.
Analyst Blog
Successful AI Projects Seek A Spectrum Of Outcomes
As artificial intelligence (AI) continues to move from the summer of hype to the fall tech conference news cycle, mass confusion has begun on what AI can be used for. From fears of SKYNET, to hopes for the computer in StarTrek and Jarvis in Iron Man, the value will come from defining the proper outcomes. AI is more than just a fad.
Analyst Blog
The ultimate gathering of thousands of data scientists, enthusiasts, and business practitioners, SAS’s Analytics Experience conference in Las Vegas this week served as the launch pad for several business applications on their new Cloud platform, Viya.
Analyst Blog
Dell Technologies came into existence on September 7th 2016 (see here) – almost a year after the original announcement – and after clearing all regulatory hurdles.
Analyst Blog
Technology, Governance & Smart Cities | DisrupTV Ep. 32
In Episode 32 of DisrupTV, hosts R “Ray” Wang and Vala Afshar speak with:
Video
The IoT (Internet of Things) is all about creating new business models. IBM sees potential in pairing its Watson IoT platform with aerial drones, as IDG News Service reports:
Insight Blog