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Whether or not you like being on camera, expect that you will be in the future when contacting your customer service organization. Video has had relative limited usage for customer support but as costs decrease, many view video as a more natural way to engage with others and share information. The former stumbling blocks of video, such as difficulties with setup and support, non-friendly user interface and struggles with publishing content have been reduced through technical advances and cloud services. Also, as Web Real-Time Communications (WebRTC) becomes more widespread, video sessions will become even simpler to deploy.
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There was a time when the only “digital” device in your home was likely to be an alarm clock.
These days, we live with a range of internet connected devices from refrigerators to lightbulbs, and CCTV systems to VOIP phones. And that’s before we start counting computers, laptops, tablets and smartphones. When network security firm Sophos surveyed gadget users around the world in March 2013, respondents indicated that they carried an average of 2.9 devices with them. Smartphones and laptops were the most popular, with eReaders rounding out the list at 29%.
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After a long weekend due to labor day, Microsoft and Nokia hit the press with the intention to acquire Nokia's smartphone business and licenses by Microsoft. Which was a rumor many times in the past - but nonetheless a surprise that it (still) came through now (at last).
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Do you remember the Palm Pilot? Billed as a “PDA” – a personal digital assistant, it was a phone with an address book, could read your writing and translate it into text and it could even do basic emailing if you worked it hard enough. In many ways it was ahead of its time.
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Attending VMWare's VMWorld conference this week in San Francisco was an interesting experience - we got to witness a lively ecosystem, a company with a strategy and really passionate - if not even cultishly loyal - user base. But where there is light there is also shadow - and we will describe both in this post.
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I have not done a cup of chaos on a Friday for sometime … but this just seemed too delicious to ignore.
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Let's use CNN, the self-proclaimed "Worldwide Leader in News" as a case study. The back-to-back headlines this week were: The imminent call to war on Syria by the U.S. and its allied nations; Miley Cyrus's VMA performance; and the 50th anniversary of Dr. Martin Luther King's epic "I Have a Dream" speech.
What's wrong with this picture?
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Quarks
Integrated Knowledge Management Is Essential for Supporting Converged Customer ExperienceThe road to converting customers to use self-service on the Web or their mobile devices has been slow. While most brands recognize the need for self-service, they fail to address the underlying causes for lack of adoption. Brands can build their own best-of-breed solutions or consider pre- packaged, fully integrated customer service KM solutions from top-tier solution providers listed in this report.
In the last federal election, social media showed its potential to engage and influence the voting public. We saw some tentative steps into the world of social media – some tweets, Facebook updates and the occasional blog post. And the public – largely ignored in terms of digital citizenry – leapt at the opportunity to not just join the conversation – but enter the debate.
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Premium Research
Moving Identity from Geek to Chic and Four Steps on How to Get ThereConstellation explores the future of identity and its implications for work, life and society in this “big ideas” research report.Identity often means many things to many people for good reasons. Traditional definitions for the identity and access management professional have revolved around standards for authentication, access, authorization and management.As the battle for identity continues, commerce vendors, financial service entities, governments, hardware companies, social networks, software companies and telecom concerns seek the trust of users. The result – a patchwork of trust agents will emerge to provide third-party trusted services. Trust is the currency that enables identity. Transparency is the requirement. The reputation economy foreshadows a world of authentic commerce or business.
Today Constellation announced the publication of “The Identity Manifesto: Seven Points on the Future of Identity” by Constellation Principal Analyst & CEO, R “Ray” Wang. This research report explores the future of identity and its implications for work, life and society.
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After 13 years as the CEO of Microsoft (NASDAQ MSFT), Steve Ballmer will retire in the next 12 months once his successor has been chosen. But will it make any difference? Microsoft has close to 100,000 employees, 1 billion customers, and $78 billion in revenue. The company's direction is pretty much set and its momentum can only be termed historic.
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San Francisco, CA – August 28, 2013 Constellation Research, Inc. the research and advisory firm focused how disruptive technologies transform business models announced today the publication of “The Identity Manifesto: Seven Points on the Future of Identity” by Constellation Principal Analyst & CEO, R “Ray” Wang. This research report explores the future of identity and its implications for work, life and society.
Press Release
My short list of five key technologies that support new revenues, lower service costs and provide compelling customer experiences include mobile application support, automated chat, real time analytics, big data analytics and video customer support. Find out why.
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Many of my former students are also in IT management roles, and when they become interested in a specific cloud computing or enterprise topic over time, they write me and ask if I have any data on their subject of interest. I keep the following list updated from them too. To serve all these students I’ve been adding to the list shown below for a number of years. None of these companies are current or past clients and I hold no equity positions in any of them.
The requests are so prevalent in global competitive strategy courses I distribute this list at the beginning of the semester.
Analyst Blog
Constellation Research celebrates champions of disruptive technology for third yearSAN FRANCISCO, CA, August 22, 2013— Constellation Research, Inc. the research and advisory firm focused on helping organizations apply emerging technologies to disrupt business models today announced the finalists of the third annual SuperNova awards for innovators in disruptive technology.
Press Release
After a very long 12 years it looks like Steve Ballmer is calling its quits at the helm of Microsoft. Actually it will be 13 or years when he retires.
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The annual gathering of the industry’s top thought leaders, users, and vendors of CRM converged at the Marriott Marquis in New York this past August 19th to 21st. As with any good conference, the speaker tracks and the corridor conversations provided a glimpse of where market leaders and fast followers planned to make their future investments and provided key insights for 2014. After speaking with over 100 attendees, the following seven trends emerged from this year’s event:
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A Cloud BI company founded by Siebel alumni has completed a $38 million venture round.
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Oracle releases the BI Mobile App Designer to create analytical applications for use on multiple mobile devices.
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Accenture was awarded the 2013 Oracle Award for Asian Specialized Partner of the Year at Oracle OpenWorld in Shanghai.
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Constellation Research celebrates champions of disruptive technology for third yearConstellation Research is pleased to announce the finalists of the third annual SuperNova awards for innovators in disruptive technology. The finalists were selected from a pool of over 220 applicants, and recognized by the SuperNova Award Judges as exceptional examples of those who embody the SuperNova Award spirit to innovate and overcome the odds in successfully applying emerging and disruptive technologies within their organizations.
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The WeAreSocial team in Singapore consistently produce thought provoking research and showcase the powerhouse that is Asia. Their regular reports (available on Slideshare) aggregate data from across the web and make connections between the trends and the reality on the ground. And for those wanting to understand the shifts in marketing in Asia, they provide a great series of primers. (Of course, the best thing to do is to GO.)
Analyst Blog
I spend a lot of time in product briefings. Unfortunately, many of them are not nearly as effective as they could be. Below are my top 10 tips for how to prepare for and conduct a product briefing that does not waste everyone's time.
Analyst Blog