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I had the pleasure of joining Bill Kutik, well-known HR industry analyst and founding Co-Chair of the annual HR Technology Conference, on his biweekly program, the Bill Kutik Radio Show, sponsored by Knowledge Infusion. It was Bill’s 118th radio show to date, but his first show of 2013, marking the second time in a row that I’ve been honored to be Bill’s guest on his “New Year kickoff” episode.
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Why Developing the Engagement-to-Outcomes Value Chain is Crucial to Business Results
Customer success initiatives invariably focus on customer relationship management (CRM) software systems that facilitate how customers are marketed to, sold to, engaged with, and serviced and measured. However, human capital management (HCM) investments can provide even more impact in producing significant business outcomes. In fact, today, savvy organizations of all sizes are using “agile engagement” software platforms to foster employee engagement; align that engagement to corporate objectives for customer success; and equip employees with the tools and processes necessary to succeed in those initiatives. This paper looks at the importance of workforce engagement and alignment and the role technology can play in fostering them.
A few weeks ago, I participated in a virtual panel focused on “The Future of Work”, providing my views into the changing landscape of work, not just as we enter 2013, but looking further out to 3, 5 or even 10 years from now. The discussion, sponsored by Cornerstone OnDemand, is available here for playback.
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Thank You For Your SupportSoftwareInsider.org generated almost 10 million page views in 2012
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Constellation sat down with Steve Miranda, Oracle’s Executive Vice President of Oracle Applications Product Development to discuss the state of Oracle Fusion Apps in a no-holds barred honest conversation about what’s working, what’s not, and what to look forward to in 2013.
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SAN FRANCISCO– December 27, 2012 Constellation Research, Inc. the research and advisory firm focused on disruptive technologies today announced the publication of "Pervasive Video in the Enterprise” by Constellation Vice President and Principal Analyst, Dr.
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Understanding Desktop Video Solutions, How They Scale, Bandwidth Considerations and Their Total Cost of Ownership
This report begins with a fundamental question: if an enterprise already has a telephony system, what would it take to add multi-party desktop video to it and what would such a solution look like with respect to scalability, network impact, and total cost of ownership? To answer this question, solutions from five major desktop video providers have been assessed:
Traditional contact centers represent a highly regulated industry with multiple metrics to identify performance and costs. Most companies use measurements to determine how effective they are in handling customer issues and achieving high customer satisfaction ratings. But the huge growth in social, mobile and self-service channels has left many customer service organizations without a means to measure and monitor performance on these growing channels.
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Early in November, I attended a series of analyst briefings offered by Microsoft Business Solutions (MBS), outside of Seattle. The briefings and interviews with MBS executives provided an opportunity to catch up on where Microsoft is going with its Dynamics line of business applications. Coming away from the event, I was impressed with several overall trends that are encouraging Microsoft to move up-market, into territory that for many years has been dominated largely by SAP and Oracle.
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If you’re considering a move to the Cloud for your payroll technologies, you’re not alone. In a recent survey by Constellation Research, Inc. partner Computer Economics, 40% of companies considering payroll technology investments reported such investments involved a move to the Cloud.
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Quarks
Ten Ways to Improve Customer Experience in 2013
Customer support operations face new challenges due to the rapid change in how customers choose to interact with vendors. While interactions across traditional channels such as web and email continue to dominate, the rapid shift in preference to social media channels such as Facebook and Twitter and the rise in smartphones for doing business have caused many customer support organizations to fall behind in delivering the type and level of support required by customers.
It's that time of year where analysts gaze into our crystal balls and make predictions about the trends we expect to see in the upcoming months. My thoughts about 2013 are based on the hundreds of conversations I've had with social business product vendors and customers over the last twelve months. Below I'll list my top predictions for 2013, but if you only have a moment here are the mains idea that I want to share:
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Pace of Innovation Exceeds Ability To ConsumeRapid innovation, flexible deployment options, and easy consumption models create favorable conditions for the proliferation of disruptive technology. In fact, convergence in the five pillars of enterprise disruption (i.e. social, mobile, cloud, big data, and unified communications), has led to new innovations and opportunities to apply disruptive technologies to new business models. New business models abound at the intersection of cloud and big data, social and mobile, social and unified communications, and cloud and mobile.
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How Microsoft Dynamics' Expanding Capabilities Create New Choices for Large, Multinational Firms
Long known as business management software for small and midsized organizations, Microsoft Dynamics is increasingly being used in large and multinational enterprises. This report outlines four customer needs that are driving Microsoft Dynamics up-market and three ways in which Dynamics has become capable of serving these large organizations. The report concludes with examples of customers that illustrate the move of Dynamics into the enterprise market and recommendations for large enterprise buyers who are considering Microsoft Dynamics.
Update: Apparently not everyone is aware of the saying from which the title of this post was taken. "The King is Dead. Long Live the King" is a positive statement, alluding to the continuity of leadership when the throne changes hands. With that in mind, read on...
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My deck from Defrag 2012.
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SAN FRANCISCO, CA– November 20, 2012 Constellation Research, Inc.
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How to Maximize Your Investment and Avoid Potential Vendor Lock-In
The Enterprise Cloud Buyer’s Bill of Rights provides a tool for clients and vendors to change the tenor of contract negotiations from user subservience to an equal and collaborative long-term partnership.
Contact centers are in a state of flux as new customer demands expose the inadequacies of aging infrastructure for current operations. These emerging communication channels driven by customers’ use of social networks and mobile applications create challenges for contact center managers who realize that they must upgrade their infrastructure to support emerging channels and richer functionality to meet current and future needs.
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SYDNEY, AUSTRALIA - November 15, 2012 Constellation Research, Inc.
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How Mobile and Social Adoption Will Change Your Market Strategy
There are five key lessons for marketing leaders that can be drawn from Asia Pacific and applied to any market:
Washington Ideas Forum Creates A Convergence Of Thought Leaders
Influencers in politics, academia, and business converge once a year at the Washington Ideas Forum to discuss the challenges and potential solutions America faces. This event held November 14th to November 15th pulled together over 1200 attendees and was sponsored by The Atlantic in partnership with The Aspen Institute and the Newseum.
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Announcing the winners of the 2012 SuperNova AwardsTonight at Connected Enterprise we announced the winners of the 2012 SuperNova Awards.
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Future of Work-focused executive exchange panel from Connected Enterprise 2012
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