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Customer service providers have struggled for years to encourage customers to use their self-service channels including the Web, social sites or interactive voice response (IVR) applications. Despite marketing efforts to promote higher usage, self-service often plateaus at a level somewhat lower than its potential. Many service providers indicate that its usage will not go up as customers just don’t like using self-service.
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Mobility and Scheduling Play A Key Role In IFS Service Management Strategy
Analyst Blog
Social Business Adoption Dependent On Employee Adoption
Analyst Blog
Oracle has now responded to analyst requests for a list of the 100+ cloud applications that Larry Ellison claimed in his Oracle Cloud presentation last week. I've just checked, and his exact words were "Over 100 enterprise-grade applications running in the cloud."
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Using iPhone and iPads for Business Intelligence and Supply Chain Management
B&W Group's Business Systems Manager Paul Fryer discusses in this report the introduction of BI and iPhone/iPad smart devices. Besides talking through the initial decision process concerning BI and its implementation criteria, Mr. Fryer then describes what happened, user reactions, the upsides and downsides of applying mobility, as well as lessons learned and best practices.
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How One Organization Tackled Mobile Device Security
In this Report, WinShuttle’s Director of IT, Austin Biery, discusses the process of researching, understanding and then implementing a solution that enables WinShuttle employees to connect with the company network with their personally owned mobile devices, while simultaneously preserving corporate security for IT. In the process, WinShuttle confirmed that Mr. Biery’s initial concern about mobile device security was correct – yet was relatively easy (as well as inexpensive) to resolve, with minimal owner/user discomfort via a third-party solution.
Oracle held a much anticipated "Oracle Executive Strategy" update event for its Oracle Cloud services yesterday. With Larry Ellison leading the presentation, there was much thunder and lightening--but not much rain. This is unfortunate, because Oracle has put together an impressive set of cloud services. Ellison's inability to resist slamming the competition led him to overstate what Oracle has actually delivered, and to minimize the success of Oracle's competitors.
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An Update on the Four Personas of the Next Gen CIO
Innovative CIOs move beyond the cloud and focus in on mobility and analytics. The Chief Infrastructure Officer will not only rely on cloud computing to bring cost savings, but enable infrastructure services (i.e. hardware procurement, onboarding, etc.) to be more nimble and responsive to business demands. The Chief Integration Officer prepares for a world of Hybrid IT. The Chief Intelligence Officer makes the shift from data to decisions. The Chief Innovation Officer focuses on weaving innovation throughout the organization. Regardless of approach by an organization, next-generation CIOs should apply the “Six S’s for CoIT” checklist as part of the organization’s technology strategy. Executives must balance the governance between business and IT to create a more agile and nimble approach to technology adoption.
Quarks
Four Reasons Cisco is Looking Over its Shoulder and What it Means to CXOs
Cisco Systems’ Chairman and CEO John Chambers usually doesn’t really pay too much attention to what the company’s competitors are saying and doing – with the exception of Huawei, a Chinese high-tech firm competing in most of the same product categories.
Huawei is on the move, and Cisco has good reason for viewing it as its fiercest global competitor.
Quarks
Companies Must Provide Virtual Workers with Right Tools and Technologies to Communicate Effectively
The number of workers who telecommute has continued to grow, and in the U.S. approximately three-fourths of knowledge workers do business outside of the office on a regular basis. Even formerly reluctant managers understand the inevitability of mobile workers and comply with company guidelines to shrink the number of employees who require full-time office space. However, companies have found that they must do more than provide a phone and PC to build a successful work environment for their virtual workforce.
Good news for all the procrastinators (myself included) out there: we’ve extended the deadline for submissions for the SuperNova Awards! Please find the revised SuperNova Awards timeline below.
Analyst Blog
Boston - May 22, 2012 Constellation Research, Inc., the award-winning research and advisory firm focused on helping clients navigate emerging and disruptive technologies, announced today the appointment of Sherrie King to the position of Director of Lead Generation and Sales.
Analyst Blog
Social Media Moves From Ubiquitous Usage To Relevant Rationalization
Analyst Blog
As one of the first cloud ERP providers, NetSuite is looking to grow its customer base across multiple industries and up-market to larger customers. Those efforts include NetSuite’s renewed focus on the manufacturing sector, as unveiled at NetSuite’s annual user conference, which I attended this week.
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A Travelers’ Tale of Two Airlines (@united vs @southwestair)
Analyst Blog
Two themes emerged from Cisco’s Collaboration Analyst event were the delivery and execution of strategic initiatives announced previously and the strong push to grow market share at Avaya’s and Genesys’ expense. The highly packed agenda did a good job of presenting Cisco’s current market plans and major areas of focus. By selling the “Cisco” story, the company hopes to drive higher adoptions for its customer collaboration contact center line of products, while also validating the improvements and enhancements made in its contact center product line during the last five years.
Analyst Blog
I am coming to the conclusion that a primary benefit of cloud ERP is the reduction or complete elimination of version upgrades. This observation was reinforced again this week in my one day attendance at the Plex Systems user conference in Indianapolis. Plex is a great example of what a cloud ERP vendor can accomplish by taking what I call a “zero upgrades” product strategy.
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New Product Addresses The Social, Mobile, Cloud, and Big Data World
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SAP’s In The Midst Of Massive Transformation
Analyst Blog
Epicor held its annual Insights user conference this week in Las Vegas. This was the first gathering for customers of both Epicor and Activant since the two firms merged last year. As such, it was a good opportunity for the firm's executives to introduce what they are calling the "New Epicor" to 4000 conference attendees.
Analyst Blog
Constellation Research, an award-winning research analyst and advisory firm helping clients navigate emerging and disruptive technologies, announced today that it has appointed Dennis Kanemitsu to the newly created position of Chief Operating Officer.
Analyst Blog
Lithium Technologies Shows Continued Customer Momentum And Success In Social Marketing And Support
Analyst Blog
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How Partner Certification Programs Deliver a Win-Win Trifecta for the Partner, Customer, and Vendor
This trends report answers commonly raised questions by technology vendor partners: What are the key components in today’s partner certification programs? What are the key partner benefits to certification programs? What challenges can partners face in certification?
Quarks
Three Vendors Introduce Innovate Support for Direct Link to Customer Support from Mobile App
Over the past few years we have seen exponential growth in the use of mobile apps for customer transactions, yet the inability to get immediate assisted support has been a major limitation. Three vendors have announced direct customer support for mobile apps in an effort to fix the broken link that occurs when customers are unable to connect to live support within their app.