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A premise of moving from company-centricity to customer-centricity is to become more effective at delivering customer service. As a result of the many years that we admonished customer service organizations to become better and more efficient at what they do, to save more money in their operations, and to reduce the costs of servicing customers […]
Analyst Blog
Some WebRTC-enabled sites will likely need to connect with enterprise communications systems and to the PSTN. Here we discuss architectures for how this can be done.This is the second in a series of articles from Brent Kelly offering a primer on WebRTC; Part One can be found here.
Analyst Blog
EVENT REPORT: Informatica Launches Vibe, A Virtual Data Machine For New Business ModelsAt Informatica World 2013 in Las Vegas, Informatica announced the Vibe Virtual Data Machine (VDM).
Analyst Blog
This is the first in a series of blog posts in which we will introduce you to this year's Connected Enterprise speakers. This year's list of speakers is comprised of a group of revolutionaries that will challenge you to reevaluate your approach to standing business models. Say hello to Jane McGonigal, futurist, gamer, and Chief Creative Officer of SuperBetter Labs.
Analyst Blog
Quarks
Video Is Gaining Traction as an Effective Service Channel for Customer EngagementMulti-channel customer support is expanding to include video transactions that provide a deeper customer experience. However, just offering video content or chat sessions is not enough to succeed. Brands need to promote their video support services, generate interest in its content and engage in best practices for its use.
After spending more than 25 years building enterprise applications, and realizing that I will have probably another 25 years to work, I took some time to reflect, on how I want to spend the rest of my working years...
Analyst Blog
[Tweetstream]As part of the Vivid Ideas Festival, innovator, Michelle Williams (founder of Ideaction) curated a knock out event designed to transform the thinking of business, creative and innovation professionals. The resulting one day conference brought together an eclectic mix of speakers, audience members and yes, active participants.
Analyst Blog
Enterprise software veteran joins Constellation Research to provide coverage of cloud services with an emphasis on applicability to practitioners.Today Constellation Research announced the addition of Holger Mueller to the research team as Vice President and Principal Analyst. Mueller’s research will add depth to Constellation’s business research themes: Technology Optimization & Innovation, Data to Decisions, and Consumerization of Technology & The New C-Suite.
Analyst Blog
Enterprise software veteran joins Constellation Research to provide coverage of cloud services with an emphasis on applicability to practitioners.SAN DIEGO, California– Constellation Research, Inc., the award-winning research and advisory firm focused on d
Press Release
Information technology goes far beyond the realm of enterprise IT. New technologies, such as big data, mobile applications, and cloud computing hold promise in addressing many of the world's great problems, while at the same time offering strategic advantage for businesses. Corporate IT leaders, therefore, need to reach outside their narrow focus on ongoing support to incorporate these new technologies to deliver business value.
Analyst Blog
Have you ever wondered why marketing and advertising is such hard work?We are constantly trying to change the way that people behave and think – positioning brands and businesses in the centre of a relationship that is only ever on the peripheral of our customers’ worlds. And while for us – for the business owner, brand manager or agency – there is a real centrality to our relationship with the brand, it is simply not the case for the vast majority of the people that we want to talk to.
Analyst Blog
Infosys announced on June 1st, 2013, that Mr. N R Narayana Murthy (NRN), the legendary co-founder of Infosys who retired in August 2011 as Chairman Emeritus, has been appointed by the board as Executive Chairman and a director. From the press release: Mr. N R Narayana Murthy said, “This calling was sudden, unexpected, and most unusual. But, then, Infosys is my middle child. Therefore, I have put aside my plans-in-progress and accepted this responsibility. I am grateful to Mr. K V Kamath – the Chairman, the Board, and every Infoscion for giving me this opportunity. I intend to do my best to add value to the Company in this challenging situation.”
Analyst Blog
You know what it’s like when inspiration hits … an idea galvanises in your mind like a bolt of electricity, sending your pulse racing. And the more you think on it, the more you feel your nerve fibres tingling.But what happens when you tell someone about your idea? Your mouth dries. The words tumble out one on top of the other … you get tongue tied, excited and afraid. What happens if someone steals your brilliance? What if your idea is no good?...
Analyst Blog
Many posts and articles have been written on how the HR function is somehow at a disconnect with the rest of the business. A perennial leitmotiv has been the question on how HR affects the business in a positive way - versus just trying to avoid that managers or the company do not get sued. So it all comes back to creating more value out of the HR function for the rest of the enterprise.
Analyst Blog
Anyone interested in human behaviour knows how difficult it can be to change a personal habit. But trying to change habits within a culture add layers of complexity that can boggle the mind.Which is why this latest move from Twitter has me intrigued.
Analyst Blog
One of the presentations I look most forward to on a yearly level are KPCB's Mary Meeker's 'State of the Internet' presentations. These days she releases them as the 1st speaker of the AllThingsD conference - and thankfully they are available on slideshare immediately afterwards. Somehow Mary manages to always have some interesting trends up the sleeve, that at least I have not seen at all seen or not seen with that relevance... so why not check out what this year's presentation held for the enterprise?
Analyst Blog
One of the amazing things about the web is that we are constantly in a state of renewal. We read, consume, engage and move on. Great ideas, applications, innovations – and even people – come into our sphere of attention and leave. Sometimes without a trace. Or sometimes with only a line or two in our memory. A feeling. A sense of pride or loss.I remember watching Carnegie Mellon University professor, Randy Pausch deliver his “last lecture...
Analyst Blog
Constellation Sees An Alarming Increase In Inquiries
Constellation has received an alarming increase in inquiries about an unethical vendor sales practice coined as “trolling for indirect access”. Indirect access is when a vendor claims that a client is accessing their perpetually licensed software in an unintentional manner or inappropriately licensed manner. One vendor uses a definition of, “any individual or machine that accesses the computing capabilities of the software must be a licensed user”. Another vendor sees it as “any time a system is accessed by a non-vendor system, a license is required to access that data”
In fact, a rash of inquiries over the past two quarters has raised the alarm bells among software customers.
Analyst Blog
It is important to understand what WebRTC can do for you, but it is equally important to understand what WebRTC may do to you.IntroductionWebRTC is an emerging standard that enables real-time voice, video and data sharing in a Web browser without the need for browser plugins. Potentially billions of devices supporting a browser--PCs, laptops, smartphones, tablets and a host of new devices--from a variety of manufacturers will be real-time communications-enabled. Whereas browsers have typically interacted only with one or more Web servers, WebRTC allows browsers to exchange media and data with one another directly and in a secure manner.
Analyst Blog
Hard Times And Good Will Drive The Disownership Movement
From car sharing in the late 1990′s, to vacation rentals, to collaborative financing, the sharing economy has been inching it’s way into the forefront of the consumer’s minds. Since the late 2000′s, thought leaders such as Rachel Botsman, Lisa Ganksy, Anne-Sophie Novel, have been chronicling the forces, underlying trends, and players behind the movement. During the past five years, several poster children have emerged including AirBnB, DogVacay, Fon, GetAround, LendingClub, Liquid (Spin Lister), Lyft, Neighborgoods, Poshmark, Relay Rides, SideCar, Task Rabbit, Zaarly, and ZipCar.
Analyst Blog
If there is one thing I love, its when people are publicly honest. Or self-deprecatingly honest. Or self-deprecatingly honest in public. But I love this even more when the person at the centre of the confession is famous. Or hyper-famous, like Lindsay Lohan.
So, imagine that you are the brand manager for eHarmony, the dating site, and you notice that your social media mentions are going through the roof. What could it be? A crisis? A catastrophe? Another cat picture?
Maybe it’s a parody by Funny or Die. Featuring Lindsay Lohan.
Analyst Blog
SuccessConnect – Where Talent and Social Collide at the SuccessFactors Conference
Analyst Blog
I am always going to love an Elvis quote. We don’t see enough of it in the world of business. And we should. After all, he was “The King”.
So this quick guide to unhackable passwords from McAfee and Intel caught my attention straight away.
Analyst Blog
Today we presented the webinar "Ten Things CIOs NEED to Know About WebRTC". Here are a few highlights from the event:...
Also available are the webinar recording and presentation deck
Analyst Blog