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An unhappy holiday for Target customers
A week before Christmas, Target in the US revealed it had suffered a massive payment card data breach, with some 40 million customers affected. Details of the breach are still emerging. No well-informed criticism has yet to emerge of Target's security; instead most observers say that Target has very serious security, and therefore this latest attack must have been very sophisticated, or else an inside job. It appears Target was deemed PCI-DSS compliant -- which only goes to prove yet again the futility of the PCI audit regime for deterring organized criminals.
Analyst Blog
Every Brand Should Have A Plan For A Data Breach
The confluence of centralized personally identifiable information, reliance on digital channels, ease of hacking of magnetic stripes, and the application of the Willy Sutton rule ( a.k.a. you rob banks because that’s where the money is) improve the odds that many organizations will face a data breach. The question is not whether one will happen, but more a question of when and to what extent. How a brand addresses the customer experience component during a data breach will have significant impact that will subsume all other brand efforts up and until the data breach.
Analyst Blog
First I want to wish happy holidays to everyone and their families and friends. As a child we were told that jolly Saint Nick would come down our chimneys on December 24th and deliver presents to all the good boys and girls. The rotund man dressed in red would be able to canvass the globe only powered by a sleigh pulled by reindeer – and amazingly have 100% on time delivery and usually 100% perfect order (there are still some orders I placed that had substitute products). So how does he accomplish this?
Analyst Blog
Facebook's challenge to the Collection Limitation Principle
An extract from our chapter in the forthcoming Encyclopedia of Social Network Analysis and Mining.
Stephen Wilson, Lockstep Consulting, Sydney, Australia.
Anna Johnston, Salinger Privacy, Sydney, Australia.
Analyst Blog
I've written a new Constellation Research "Quark" Report on the FIDO Alliance ("Fast Identity Online"), a fresh, fast growing consortium working out protocols and standards to connect authentication endpoints to services.
Download the Quark snapshot
With a degree of clarity that is uncommon in Identity and Access Management (IDAM), FIDO envisages simply "doing for authentication what Ethernet did for networking".
Not quite one year old, 2013, the FIDO Alliance has already grown to nearly 70 members, amongst which are heavyweights like Google, Lenovo, MasterCard, Microsoft and PayPal as well as a dozen biometrics vendors and several global players in the smartcard supply chain.
Analyst Blog
Quarks
"Fast Identity Online" Is the Go-To Standards Alliance in Protocols for Modern Identity Management
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[Industry Analysis Quark] The FIDO Alliance – for Fast IDentity Online – is a fresh, fast growing consortium of security vendors and end users working out a new suite of protocols and standards to connect authentication endpoints to services. With an unusual degree of clarity in this field, FIDO envisages simply “doing for authentication what Ethernet did for networking”.
Launched in early 2013, the FIDO Alliance has already grown to nearly 70 members, amongst which are heavyweights like Google, Lenovo, MasterCard, Microsoft and PayPal as well as a dozen biometrics vendors and several global players in the smartcard supply chain.
Alexander Hansal shows how to create 3D images using Siebel Open UI. You won't need any anaglyph glasses for viewing Open UI in 3D. All you need is a recent version of Firefox or its 64bit sibling Waterfox and WebGL enabled on your computer.
Analyst Blog
The cover of Newsweek magazine on 27 July 1970 featured an innocent couple being menaced by cameras and microphones and new technologies like computer punch cards and paper tape. The headline hollered "IS PRIVACY DEAD?".
The same question has been posed every few years ever since.
Analyst Blog
Company culture: the secret ingredient in the creation of the industry's leading HRtech productsFuture of Work Visionaries panel at Constellation's Connected Enterprise. Four future of work executives share their companies' approaches to producing the industry's most intuitive and innovative HR products.
Analyst Blog
Quarks
Transform the Voice of the Customer into Positive Actions
Download the report snapshot
This Quark discusses how to capture the customer's voice to gain valuable information that can be turned into steps to improve products and services.
Silicon Valley has reached the status of international myth, as the promised land of creative thinking and innovation, and the home of leaders who are shaping the way we interact with the physical world. What is it about this place that draws the world’s most forward- reaching minds? As pockets of innovation spring up across the country – Silicon Alley, Silicon Beach, and Silicon Priarie, for example, how can the Valley maintain its status?
Analyst Blog
Online communities reduce support costs and improve response times by accessing the collective intelligence of its members and deflecting support calls. Brands that have created online communities find they offer technical support to customers over a shared content management system and direct input from peers with knowledge of their product. Crowdsourcing promotes faster problem resolution and transparent engagement. Additional benefits for online customer support communities include ...
Analyst Blog
[Video]Data Data to Decisions Visionaries panel at Constellation's Connected Enterprise. Three data executives share their takeaways from their lengthy careers in big data/analytics.
Analyst Blog
[Video] Today's healthcare industry focuses primarily on the "cure and care" with significantly less attention paid to prevention. Richie Etwaru explains how cloud and mobile technology can shift the healthcare paradigm to focus on prevention, thereby resulting in better, cheaper, perfectly-tailored healthcare for all.
Analyst Blog
Richie Etwaru explains how cloud and mobile technology can shift the healthcare paradigm to focus on prevention, thus resulting in better, individualized healthcare for all. Recorded at Connected Enterprise.
Video
Quarks
Online Communities are a Fast-Growing Strategic Tool for Promoting Customer Engagement
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This Trends Quark explains how innovative companies implement social communities to meet the demands of their customers' quickly evolving service needs. This Quark contains a list of community solutions recognized by Constellation's SuperNova Awards as innovative uses of disruptive technology.
If Salesforce1 is not a platform then what is it? The Inclusion Theory may provide the key. Inclusion is one of the seminal theories in geology. An inclusion happens when any older material is enclosed inside a newer rock or mineral. The Inclusion Theory in computing holds that Salesforce1 along with products from Amazon Web Services and aMind Solutions (among other companies) enable developers to create a new class of applications by including different mass market devices and enterprise systems together within their structure.
The significance of this approach is that it treats devices, not as dumb terminals at the top of a software stack, but as hand held computers that also happen to make phone calls. This opens the door for an entirely class of applications to be developed in the cloud that would be impossible to develop in either traditional client server or mainframe environments. Read more...
Analyst Blog
Today Constellation Research published my latest report, Salesforce Chatter and the Salesforce1 Platform from Dreamforce 2013 and Beyond
This report provides useful decision criteria for organizations investigating Salesforce Chatter, competitive intelligence for collaboration vendors who compete against Salesforce.com, and areas of opportunity for business partners looking for ideas of what do build around the Salesforce.com platform.Download the Quark Snapshot
Analyst Blog
(and it's about time!)
With SAP being a global company it has regional editions of the Sapphire and TechEd events. For anyone following the company it's always a key question if the follow up events to the traditionally leading North American event, are pure repeats - or if there are more or less fine tuned changes.
Analyst Blog
Andres Botero, who worked at Siebel Systems, has joined Steelwedge Software as Chief Marketing Officer.
Analyst Blog
Quarks
A Look at Salesforce Chatter and the Salesforce1 Platform from Dreamforce 2013 and Beyond
Download the Quark Snapshot
This Quark takes a look at Salesforce Chatter and highlights five strengths and five weaknesses in the service.
Create an effective social strategy that helps your organization move from 'simple sharing' to Purposeful Collaboration. Enterprise Collaboration Software: From Simple Sharing to Purposeful Collaboration
Video
Customers’ preference for non-voice channels is evident by the recent Dimension Data’s 2013/14 Global Contact Centre Benchmarking Report @Dimension Data 2009-2013. This report found that the phone was the channel of last resort when all else fails. However, the number of telephone customer support agents continues to grow because brands do not offer satisfactory support over self-service channels, which makes customers place a call by default.
Analyst Blog