The new CEO of Hewlett-Packard, Leo Apotheker, has unveiled his vision of the future in the consumer and enterprise markets. His announcement carried some suspense after interviews in which he said “HP has lost its soul” and added that he will “get rid of cynics” inside HP who try to undercut his mission. Now Leo has defined what his company calls Everybody On, which is described as “seamless, secure, context-aware experiences for a connected world.” He intends that HP will reposition itself in...
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Topics:
Sales Performance,
Social Media,
Supply Chain Performance,
Sustainability,
Business Technology Innovation,
IT Performance,
IT Research,
Operational Performance,
Analytics,
Business Analytics,
Business Collaboration,
Business Intelligence,
Business Mobility,
Business Performance,
CIO,
Cloud Computing,
Collaboration,
Customer & Contact Center,
Enterprise Software,
Financial Performance,
Governance, Risk & Compliance (GRC),
HP,
Information Applications,
Information Management,
Information Technology,
Location Intelligence,
Mobility,
Operational Intelligence,
Workforce Performance
The business intelligence (BI) technology market is undergoing a revolution. I’ve been working in this segment for 20 years, and it is and has been an exciting market in which to work, but its dynamic nature can be daunting to organizations trying to evaluate, purchase and deploy BI to improve their business processes. And despite the advances our benchmark research shows high levels of dissatisfaction with and immaturity in BI capabilities within organizations.
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Topics:
Sales Performance,
Social Media,
Supply Chain Performance,
Business Technology Innovation,
IT Performance,
IT Research,
Operational Performance,
Business Analytics,
Business Collaboration,
Business Intelligence,
Business Mobility,
Business Performance,
Business Technology,
CIO,
Cloud Computing,
Collaboration,
Customer & Contact Center,
Enterprise Software,
Financial Performance,
Information Management,
Information Technology,
Mobility,
Operational Intelligence,
Workforce Performance
One of the many interesting findings that came out of Ventana Research’s comprehensive benchmark research on business analytics was partly buried in an analysis of maturity groups. The Maturity Index of our research benchmarks classifies organizations at four maturity levels (from bottom to top, Tactical, Advanced, Strategic and Innovative) in each of four categories: People, Process, Information and Technology. We’ve conducted more than 100 benchmarks during the past seven years, covering...
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Topics:
Sales Performance,
Social Media,
Supply Chain Performance,
Business Technology Innovation,
IT Performance,
IT Research,
Operational Performance,
Business Analytics,
Business Collaboration,
Business Intelligence,
Business Mobility,
Business Performance,
Business Technology,
CIO,
Cloud Computing,
Collaboration,
Customer & Contact Center,
Enterprise Software,
Information Applications,
Information Management,
Information Technology,
Mobility,
Operational Intelligence,
Workforce Performance
In today’s competitive environment, people working in collaboration can make the difference between a company’s success or failure. But hitting “reply to all” on an e-mail chain isn’t the kind of collaboration I’m talking about. Neither is managing your employee and business communications with cups connected by string and Ouija boards.
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Topics:
Sales Performance,
Learning,
Performance,
Business Analytics,
Business Collaboration,
Business Mobility,
Business Performance,
Cloud Computing,
Collaboration,
Mobility,
Operational Intelligence,
Workforce Performance,
Compensation,
Talent Management,
Workforce Analytics
There is a lot of talk today about customer experience management, but use of the term is vague, much as customer relationship management meant different things to different people. For some it is much the same as CRM, for others it is about using the voice of the customer to gain insights to make customer-related decisions. I have another view. Let’s consider phone calls, which according to my research into the use of technology in contact centers, is still the main way consumers interact with...
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Topics:
Customer Experience,
Operational Performance,
Analytics,
Cloud Computing,
Customer & Contact Center,
Call Center,
Contact Center,
Contact Center Analytics,
CRM
I recently attended SAS Institute’s annual analyst conference. My colleague covered the multibillion-dollar company’s strategy and the event. Now I want to look into some of the details of SAS’s products for business analytics and how they are supported with business intelligence (BI), and information management. Although SAS is not a publicly traded company and therefore is not required to make the financial disclosures that others are, the company revealed numerous financial statistics....
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Topics:
SAS,
Social Media,
IT Performance,
Operational Performance,
Analytics,
Business Intelligence,
Business Performance,
Business Technology,
CIO,
Collaboration,
Enterprise Software,
Information Management,
Information Technology,
Mobility,
Operational Intelligence
The hospitality industry has a complex structure. It is highly fragmented, with many small operations but also a significant number of global companies. Moreover, a property can be managed by one company (the brand name over the door) yet owned by another, which might be a one-off local real-estate partnership or a larger-scale owner of multiple sites. The consumer side of hospitality has its own challenges as well, resulting from the dramatic shifts brought about by the Internet in how people...
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Topics:
Performance Management,
Sales Performance,
Hospitality,
Operational Performance,
Analytics,
Business Intelligence,
Business Performance,
CIO,
Customer & Contact Center,
Enterprise Software,
Information Management,
Infor
The just-concluded SAS Institute analyst summit (Twitter: #SASSB) provided the annual update on the company’s performance, strategy, products and customers. My analysis of last year’s event talked about its continuation of its product roadmap to new customer acquisition and the broadening of its underlying platform, applications and vertical solutions. SAS is no small-time mover and shaker when it comes to the analytics industry; it extends from technology to tools and applications across...
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Topics:
Sales Performance,
SAS,
Social Media,
Supply Chain Performance,
Fraud,
IT Performance,
Operational Performance,
Analytics,
Business Intelligence,
Business Performance,
Business Technology,
CIO,
Collaboration,
Customer & Contact Center,
Enterprise Software,
Financial Performance,
Information Management,
Information Technology,
Mobility,
Operational Intelligence,
Workforce Performance,
Risk
SAP has launched its Enterprise Information Management (EIM) 4.0 release as part of its “Run Better Tour.” It includes a broad range of information management components spanning data integration, data quality, data profiling, metadata management and more. The launch was done in conjunction with SAP Business Intelligence (BI) 4.0, which got much bigger billing at the event –to the point where one might call this a stealth marketing campaign. However, the event did identify three themes intended...
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Topics:
Data Quality,
SAP,
Social Media,
IT Performance,
Analytics,
Business Analytics,
Business Intelligence,
Business Technology,
CIO,
Complex Event Processing,
Data Governance,
Data Integration,
Information Management,
Information Technology,
Operational Intelligence
The contact center market is buzzing with talk about cloud-based computing. It began with applications such as CRM from salesforce.com, then came IBM with services based on hardware in the cloud and recently vendors such as Contactual, inContact, and LiveOps have brought nearly complete contact centers into the cloud. As well, vendors such as Interactive Intelligence have announced communications in the cloud. Now I have always considered public communications to be in the cloud: How else does...
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Topics:
Customer Experience,
CallTower,
Operational Performance,
Analytics,
Cloud Computing,
Customer & Contact Center,
Call Center,
Contact Center,
Contact Center Analytics,
CRM
A colleague had written a piece about disaster recovery and business continuity – motivated not by the horrors that exploded over the television last night after an 8.9 earthquake off the coast of Japan triggered a tsunami, but by unexpectedly heavy rain and snow in the northeast. Should he hold off publishing it, he asked, so as not to be seen as exploiting the disaster?
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Topics:
Business Continuity,
Disaster Recovery,
IT Performance,
CIO
The state of the economy has intensified scrutiny of organizations’ people assets, and so we’re seeing new dialogues about human capital management. Deriving full value from the people in a workforce requires more than just HR managing annual performance reviews or occasional scrutiny of the compensation processes for increases to merit pay or incremental incentives. Investing wisely in workforce-related processes requires assessment and optimization using analytics that can provide a lens on...
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Topics:
Sales Performance,
Learning,
Performance,
Operational Performance,
Business Analytics,
Business Mobility,
Business Performance,
Cloud Computing,
Mobility,
Workforce Performance,
Compensation,
Talent Management,
Workforce Analytics
Hello there! Starting this week, I’m part of the best independent research team in the business – the Ventana Research team – and I couldn’t be more thrilled. As the song goes, “What a long, strange trip it’s been” to get here.
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Topics:
Human Capital Management,
Learning,
Performance,
Recruiting,
Onboarding,
Operational Performance,
Analytics,
Business Performance,
Workforce Performance,
Compensation,
Hiring,
Talent Management,
Workforce Performance Management
Running a contact center has never been easy, and today it is harder than ever. Customers have become more demanding of good service and less tolerant of errors and are inclined to communicate over multiple channels of communications. Companies not only have to get all the technology together to handle all these forms of interactions but must also ensure that their contact center agents are working as efficiently and effectively as possible. My latest research into the technologies companies...
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Topics:
Customer Experience,
VPI,
Operational Performance,
Cloud Computing,
Call Center,
Contact Center,
Contact Center Analytics,
CRM
The just-concluded SAS Institute analyst summit (Twitter: #SASSB) provided the annual update on the company’s performance, strategy, products and customers. My analysis of last year’s event talked about its continuation of its product roadmap to new customer acquisition and the broadening of its underlying platform, applications and vertical solutions. SAS is no small-time mover and shaker when it comes to the analytics industry; it extends from technology to tools and applications across...
Read More
Topics:
Sales Performance,
SAS,
Social Media,
Supply Chain Performance,
Fraud,
IT Performance,
Operational Performance,
Analytics,
Business Intelligence,
Business Performance,
Business Technology,
CIO,
Collaboration,
Enterprise Software,
Financial Performance,
Information Management,
Information Technology,
Mobility,
Operational Intelligence,
Workforce Performance,
Risk
With the new year has come a significant advance in contact center technologies, enabling enterprises to roll out new applications and interaction-handling processes in record time. What used to take six months to a year to develop and deploy – and that was considered fast! – can now be done in a week or two, creating more potential for innovation in contact centers than I have seen in the last 20 years.
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Topics:
Customer Experience,
Operational Performance,
Analytics,
Cloud Computing,
Call Center,
Contact Center,
Contact Center Analytics,
CRM
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Topics:
Data Warehousing,
Microsoft,
RDBMS,
SAS,
Teradata,
IT Performance,
Business Intelligence,
Cloud Computing,
Data Management,
HP,
IBM,
Information Management,
Oracle
This is the second in a series of posts on the architectures of analytic databases. The first post addressed massively parallel processing (MPP) and database technology. In this post, we’ll look at columnar database technology. Given the recent announcement of HP’s plan to acquire Vertica, a columnar database vendor, there is likely to be even more interest in columnar database technology, how it operates and what benefits it offers.
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Topics:
Data Warehousing,
RDBMS,
IT Performance,
Business Intelligence,
Cloud Computing,
Data Management,
Information Management
Recently Human Concepts sold its personal organizational structure software OrgPlus to Administaff . Since it retains other products with the OrgPlus name, this step might seem puzzling, but it makes sense in terms of the company’s developing product strategy. The sale also frees Human Concepts to focus on organizations with more than 1,000 employees, where growth is more readily available. Human Concepts is experienced in the workforce management market; its customer and partner Zentiva Group...
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Topics:
Learning,
Performance,
Business Performance,
Cloud Computing,
Mobility,
Operational Intelligence,
Workforce Performance,
Compensation,
Talent Management,
Workforce Analytics
It’s clear that now we are living in the era of big data. The stores of data on which modern businesses rely are already vast and increasing at an unprecedented pace. Organizations are capturing data at deeper levels of detail and keeping more history than they ever have before. Managing all of the data is thus emerging as one of the key challenges of the new decade.
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Topics:
Data Warehousing,
RDBMS,
IT Performance,
Business Intelligence,
Cloud Computing,
Data Management,
Information Management,
Strata+Hadoop
Last week SAP launched the 4.0 Release of its Business Intelligence and Enterprise Information Management products in conjunction with the New York City stop on its “SAP Run Better Tour”. My colleague Mark Smith has already covered the announcement in the context of some of today’s major technology trends. In this post, I’ll focus on the specifics of the product announcements.
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Topics:
Sales Performance,
SAP,
Social Media,
IT Performance,
Operational Performance,
Analytics,
Business Intelligence,
Business Performance,
Business Technology,
CIO,
Collaboration,
Enterprise Software,
Financial Performance,
Information Management,
Information Technology,
Mobility,
Operational Intelligence,
Workforce Performance
Taxes are a big expense for most companies, profitable or not. Many larger and midsize companies must traverse a complex and constantly shifting landscape of tax rules, rates, and jurisdictions. I’ve previously written about the need for corporations to manage their taxes more intelligently, and that that may require someone in the tax department who understands both the department’s functional requirements and what information technology can do to improve those functions. Today I am going to...
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Topics:
Tax,
Business Performance,
Financial Performance,
CFO,
Corporate Finance,
Financial Performance Management