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The first of 9 C's of Customer Engagement, the basic building blocks of customer engagement optimization.
Video
An explanation of the importance of Context, Catalysts, and Currency in the 9 C's of Customer Engagement, the basic building blocks of customer engagement optimization.
Video
An explanation of the importance of Channels, Content, and Cadence in the 9 C's of Customer Engagement, the basic building blocks of customer engagement optimization.
Video
The IBM-Apple Partnership Achieves First Milestones
On December 10th, IBM and Apple announced the first wave of industry-specific enterprise solutions as part of the IBM MobileFirst for iOS applications. In a meeting with Fred Balboni, IBM’s general manager of the Apple partnership; and Jeremy Butcher, Apple Marketing and Strategy, Constellation received an update on the progress of the industry-specific Apple iOS apps.
Analyst Blog
I wrote a post earlier this week about a number of hardware trends that will impact your supply chain, those are all in place today, already impacting supply chain and will only grow in significance. But here is one that is futuristic – V2V (vehicle to vehicle). Why would a driverless vehicle impact my supply chain you may ask?
Of course the biggest impact will be on making road safer, make cars more energy efficient, reduce congestion to name few. But this enhanced hardware also has the potential to impacting your supply chains.
Analyst Blog
A test question; Your IT systems have just been publically hacked via your new Digital Business? Your biggest competitor has just been publically praised for the speed of its online responses for its Digital Business including its integration to its existing internal IT systems. Can you honestly say that you know if your approach, implementation and operation are competitively good enough, or even if your overall technology approach is embracing best practice?
Analyst Blog
The recent weeks and days have shown a lot of movement in the email space – with IBM announcing Verse and Microsoft buying accompli recently.
It’s simply fascinating to me that the piece of software being used most by users, spend most time on is still… fundamentally broken. Yes email gets the usage and adoption, but that is largely because we have to use it. Ask anyone if 20, 30, 60 minutes of email have been a joyful experience? Could we come to the point were doing more email makes users happier?
Analyst Blog
How many of your customers are using their mobile device appendages to capture photos? A study conducted by Edelman and Shutterfly this year reports that 81% of US photo-takers (people who have taken at least 10 digital photos in the three months prior to polling) have done so using their smart phones.
Analyst Blog
Hardware has been pushed to the back pages a lot of times – what is cool is the software that sits on the hardware. We don’t want to be bothered with thinking of servers, smartphones, computers, tablets, touch screens, televisions, appliances etc etc…we just want our apps! But hardware is making a come back, at least in the cool category. There are some changes coming to your supply chain…that being powered by changing hardware.
Analyst Blog
Mobile Is The Main Entry Point For Digital TransformationMobile initiatives provide an entry point into digital. Mobile first is more than a mantra. Why? By applying design thinking to solving specific and purposeful tasks and processes, organizations can rethink the digital journey with mobile projects. More importantly, mobile enables organizations to break the silos of existing systems from mainframes to on-premises systems and bring new life to legacy applications usage. Many market leaders and fast followers have mobilized their mainframe, legacy apps, and enabled users to access data and information with minimal additional cost with a transformed user experience. Others have used mobile as an opportunity to break down functional fiefdoms and process silos in their digital transformation efforts.
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Analyst Blog
Case Study
Case Study: tradeMONSTERTM
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To better serve its customers and to capitalize on the disruptive forces of digital transformation, tradeMONSTER built a state-of-the-art mobile solution that delivers the robust power of its trading platform to customers anytime, anywhere.
When we start speaking of mobility it begs the question – what about IoT (Internet of Things)? Their consumers are already connected via their smartphones, but can or better yet, should retail and CPG integrate IoT into their businesses? And how?
IoT is a hot topic – one that has opened the door to what appears to be vast potential for new business models. But as with many new technologies, not all supply chains’ adoption rate are at the same pace. When it comes to retailers and CPG companies, IoT can offer value – but not the same impact across the retail and CPG sub-segments. ...
Analyst Blog
In my last blog Improving the Position of the CISO, I introduced the new research I've done on extending the classic "Confidentiality-Integrity-Availability" (C-I-A) frame for security analysis, to cover all the other qualities of enterprise information assets. The idea is to build a comprehensive account of what it is that makes information valuable in the context of the business, leveraging the traditional tools and skills of the CISO. After all, security professionals are particularly good at looking at context. Instead of restricting themselves to defending information assets against harm, CISOs can be helping to enhance those assets by building up their other competitive attributes.
Let's look at some examples of how this would work, in some classic Big Data applications in retail and hospitality.
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Analyst Blog
The Economist Intelligence Unit has interviewed six marketing visionaries who are sharing their insights of what the future of marketing looks like. The “Future of Marketing” initiative is sponsored by Marketo, and publishes conversations with Seth Godin, John Hagel, Aditya Joshi, Marc Mathieu, Jim Stengel and myself. It makes for great, and varied reading, with […]
Analyst Blog
In his manifesto Zero to One, Peter Thiel laments this simple fact about technology startups: most firms are not innovative enough.
Most technology companies innovate through what he calls "horizontal progress” where an innovation, once created, is expanded to new domains, markets and niches. He calls this 1 to n progress: going from something that already exists to something more, better or different.
Thiel is not against this horizontal progress, but he does not consider this category of innovation transformative. His focus is on creating innovative companies that solve truly hard problems through technology. Companies that create entirely new industries or radically alter existing ones.
Analyst Blog
Right now your home is well on its way to becoming a ‘Service’ that supports your life style. Sure, this is done through a number of Internet of Things, IoT, devices, but individually as ‘things’ they don’t add the same value as they do collectively as a ‘service’. In fact its arguable as individual ‘things’ they add confusion and complexity, whereas integrated together they provide simplicity and value as to how well your home can support your lifestyle.
Analyst Blog
No matter whether there is a change in CMO or marketing director or whether it’s time for a review, agency management can be an emotional challenge. Over years of collaboration, organisations build collaborative ways of working together – processes, systems and tools become intertwined. People become friends. Colleagues. Even partners. So what really happens when […]
Analyst Blog
Wondering what consumers were interested in this year? Wondering what the top gift was? How many millions or billions of dollars of products were bought and where? How social networks played into the shopping equation? This post provides data on all of these topics and more. Adobe released its 2014 Digital Index Online Shopping data […]
Analyst Blog
We’re often amazed at the number of trade shows and industry conferences that occur across the country every day, and the number of new conferences that seem to pop up monthly. It seems there are more events than potential customers.
The sheer volume of available events makes it that much more difficult for businesses to plan event budgets or even choose which shows to participate in. When a decision has been made to participate, does the business sponsor the event or invest in exhibit spaces (supply and man a trade show booth)?
Analyst Blog
Strong third quarter earnings were posted by Facebook this week, but CEO Mark Zuckerberg set the stage for a year of investment ahead, with a ten year horizon. Facebook’s expenses are expected to grow between 50% and 70% next year, and the company looks set to not only aggressively scale its various […]
Analyst Blog
Are your employees doing the right thing? Are your teams empowered to make the right decision for your customers? At the Constellation Research Connected Enterprise conference, moderator, Esteban Kolsky, Board of Advisor, Constellation Research, grilled a panel of customer experience innovators on just how “digital” was transforming the customer experience. It’s a great, short video with a few surprises. Some of my favourite quotes:...
Analyst Blog
As much as we write about the end of this or the end of that, one consistent form of communication that refuses to die, is email. Love it or hate it, newsletters and the like continue to go from strength to strength. And there is nothing more telling about the role of email than when […]
Analyst Blog
87% of enterprises believe Big Data analytics will redefine the competitive landscape of their industries within the next three years. 89% believe that companies that do not adopt a Big Data analytics strategy in the next year risk losing market share and momentum. These and other key findings are from a Accenture and General Electric study published this month...
Analyst Blog
My career in technology began in May 1993 when I was a coop student at IBM Canada. My responsibilities there were spilt between AS/400 tasks and setting up this new groupware thing called Lotus Notes. Well today Lotus Notes celebrates its 25th birthday.
Analyst Blog