Posts Tagged ‘Next Gen Customer’

Event Report: Marketo Moves From Revenue Management To Customer Engagement Platform #MKTGNation14

Marketo Moves Beyond Revenue To Customer Engagement Platform


A growing realization that funnels are dead again (and again) in sales, marketing, service, and commerce drives a big shift in the digital business disruption.  In front of 6000 customers, prospects, influencers, and employees, Marketo’s CEO Phil Fernandez put to bed some myths about the mix of Marketo’s key customer industries, showcased significant customer success stories, and announced new product features including the new customer engagement platform.  An analysis of the news from Marketing Nation 2014 in San Francisco includes:

  • Launch Of A New Customer Engagement Platform. The new Engagement Platform includes three signature features: Real-Time Personalization, Marketing Calendar, and Search Engine Optimization.  Real-Time Personalization enables a campaign to personalize across multiple channels including email, web, and mobile.   Marketing Calendar provides an interactive visual interface to manage campaigns.  Search Engine Optimization includes tools to analyze keyword rankings, suggest new key words, and optimize web page rankings.

    Point of View (POV):
    The shift from revenue management and marketing automation to a broader scope of customer engagement is critical.  Customers expect category leaders such as Marketo to anticipate customer needs and set vision.  The shift to digital transformation requires brands and organizations to design traditional marketing activities as part of a larger customer experience continuum.  Real-time personalization plays a key role in ensuring relevancy across channels.  The Marketing Calendar improves collaboration among internal and external teams.  The SEO optimization is one of many tools required to optimize existing campaigns and programs.  In speaking to over 50 customers at the event,  the general consensus was that the new product announcements would move Marketo from one-trick departmental pony to broader CMO platform.
  • Partnership with Axciom To Deliver Mass Personalization At Scale. Marketo announced a partnership between the new customer engagement platform and Axciom’s Audience Operating System (AOS).  AOS brings a rich stack that includes an applications layer, audience operations layer, and data layer to help organizations engage in a single view of customers across multiple channels.  Using Acxiom’s AbiliTag™ Real-Time Insight organizations can take relevant segmentation information to craft personalized marketing messages.

    (POV):
    Customer engagement systems must deliver massive contextual relevancy at scale, create role-tailored communication styles, deliver bionic user experiences, and move at the right time More…

News Analysis: Vertical Solutions Extends Customer Experience And Field Service Footprint With Three Partnerships

Vertical Solutions Partnerships Showcase Why Complex Field Service Is A Critical Glue Between ERP and CRM In Improving Customer Experience


Announced March 4th, 2014 at the Microsoft Convergence event, Vertical Solutions, made three significant partnerships with Blue Horseshoe Solutions, Cincom, and Vidcie.  The Cincinnati, Ohio based customer experience software vendor provides cloud contact center and service management solutions that bridge the worlds of physical goods with customer experience.  The analysis of the three announcements show:

  • Where after market sales and service creates a strategic differentiator for Cincom. Cincom signed a reseller partnership with Vertical Solutions for integrated Field Service Management and Maintenance Repair Operations.  Cincom is a global Microsoft ISV for manufacturing. The partnership allows Cincom to resell VSI’s Service Lifecycle Management Solution with Cincom’s Business Suite for Microsoft Dynamics AX.

    Point of View (POV):
    In the current digital business transformation, manufacturers realize that product margins can no longer sustain growth.  While service revenues, warranty management, and installation can provide additional revenues, organizations must move from selling products to keeping brand promises.  Post sales service is a key component to ensuring that the brand promise is kept for manufacturers.
  • Why supply chain and post sales service should team up to improve customer experience in the Blue Horseshoe partnership. Blue Horseshoe provides a Supply Chain Suite for Microsoft Dynamics AX.  The partnership ties customer support, field service and mobile environments with logistics, supply chain, transportation management, advanced warehousing, and order completion.

    (POV):
    While the Blue Horseshoe solution provides a robust capability in supply chain, Vertical Solutions provides post sales and complex field service requirements.  These requirements enable customers to deliver on the complete order management cycle.  In speaking with several Blue Horseshoe and Microsoft Dynamics AX customers, they have a need to reduce warranty costs and improve customer satisfaction through improved first visit resolution programs.  Constellation believes that customers do not care what department resolves the issue, just that the issue is resolved across the continuum of customer engagement.
  • How video streaming can provide real-time access to experts through the Vidcie partnership. The partnership with Vidcie allows customers to integrate video streaming technology into the VSI enterprise Service Lifecycle Management solution VServiceManagement.  Vidcie is a Silicon Valley based hands free live streaming, mobile, and wearable technology provider.  Vidcie is More…

Event Report: #AdobeSummit Celebrates Digital Marketing From Creative To Commerce

Market Leaders And Fast Followers Celebrate Over A Decade Of Digital Marketing Vision

In 2004, Omniture founder Josh James, an avid skier, held the first Summit atop the Snowbird Ski Resort for 270 early adopters and converted.  Fast forward eleven years to 2014, an estimated 5600+ customers, partners, influencers, and prospects gathered at the Salt Palace in Salt Lake City, Utah, March 25th to March 28th, 2014, in search of reinvention in digital marketing (see Figure 1).  Since that time, Adobe Summit has emerged as a must attend event for those looking at the entire digital experience from creative to commerce.  Despite the size, this year’s event remained equally intimate.  At almost every venue, restaurant, or session, attendees remarked on how easy it was to meet people and discover, connect, and engage on the future of digital marketing.

Figure 1. Adobe CEO, Shantanu Narayen Opening The General Session on the Need for Reinvention In Marketing

Source: Adobe

Adobe Summit 2014 Announcements Focus On Needs Versus Wants

New product enhancements, a new release, and a few key partnerships highlight advancements in Marketing Cloud which includes a number of organically developed products and acquisitions of Omniture, Day Software, Efficient Frontier, and Neolane.  Today, the Adobe Marketing Cloud includes Adobe Social, Adobe Analytics, Adobe Target, Adobe Experience Manager, Adobe Media Optimizer, and Adobe Campaign (see Figure 2).  This year’s announcements reflect a need to improve integration among the acquisitions and deliver core needs versus nice to have capabilities.  Main announcements from this year’s summit include:

Figure 2. The Six Components Of The Adobe Marketing Cloud

Source: Adobe

  • Adobe Marketing Cloud Core Services Improve Suite Value.  Adobe announced new cores services for Marketing Cloud.  These services include a key master marketing profile, shared assets, marketing mix planning, identity, contextual activation, tag management, integration, and collaboration.

    Point of view (POV):
    The core marketing services are much needed to bring not only the acquisitions together, but also future partner integrations.  The Master Marketing Profile allows marketers to aggregate profiles information from multiple sources.  Shared assets put the power of the Adobe Creative Suite to work allowing marketers to create once use everywhere.  Marketing mix planning enables marketers to tie together attribution, analytics, media planning and execution to analytics and campaign activation.  The new identity capabilities are a good start, but much more will be required to support commerce apps entering a digital business world where trust is the new currency and transparency must balance privacy.

Event Report: The Storify From #AdobeSummit

Market Leaders And Fast Followers Celebrate A Decade Of Digital Marketing Vision

In 2004, Omniture founder Josh James, an avid skier, held the first Summit atop the Snowbird Ski Resort for 270 early adopters and converted.  Fast forward eleven years to 2014, an estimated 7000 customers, partners, influencers, and prospects gathered at the Salt Palace in Salt Lake City, Utah March 25th to March 28th, 2014 in search of reinvention in digital marketing (see Figure 1).  Since that time, Adobe Summit has emerged as a must attend event for those looking at the entire digital experience from creative to commerce.  Despite the size, this year’s event remained equally intimate.  At almost every venue, restaurant, or session, attendees remarked on how easy it was to meet people and discover, connect, and engage on the future of digital marketing.

Enclosed is the Storify of Tweets from #AdobeSummit:

Figure 1. Storify from #AdobeSummit


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Trends: [VIDEO] The Digital Business Disruption Ahead Preview – NASSCOM India Leadership Forum (#NASSCOM_ILF)

A 10-Minute Preview Video Interview Of The Digital Business Disruption Ahead From The #NASSCOM_ILF Team

On January 17th, 2014, the NASSCOM team interviewed Constellation Research about the digital disruption ahead.  The short 10 minute video covers key topics including:

  • Convergence of the five pillars of digital business drive the current digital disruption. The end of social, mobile, analytics, cloud, and UC (i.e. SMAC) as you know it.
  • The new ecosystems of digital business bring new opportunities. From GE’s industrial internet to mass personalization at scale, to augmented humanity, Constellation sees a new future beyond the traditional software ecosystems.
  • Everyone vs Amazon is becoming a reality. Insights on why everyone is competing with Amazon not only in retail, but also in the cloud, physical distribution, and media.
  • Mergers and acquisitions in software signal a maturing industry category. Large enterprise software companies no longer innovate fast enough and have to purchase startups for IP and growth.
  • Mobile first and cloud first drive key success factors. Constellation sees the need to move to mobile first in order to innovate and move at the speed of digital business change.
  • Service providers must focus on a higher stack. IT services firms traditionally deliver operations, maintenance, and transfer.  However the value add and higher margins are in design and build.
  • Preview of the Constellation Futurist Framework. Using a PESTEL model, Constellation provides a sneak peak in some of the big 2014 futurist trends.

VIDEO: The Digital Business Disruption Previw

Source: NASSCOM

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The Bottom Line: The Shift To Digital Business Disruption Will Forever Transform The Service Provider Landscape

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News Analysis: Verint Announces Intent To Acquire Kana For $514M

Verint Adds to Vovici and Contact Center Assets To Expand Customer Engagement Offerings


On January 6th, Melville, NY based Verint® Systems announced a $514M intent to acquire Sunnyvale, CA, KANA Software.  Verint is a software vendor with a core in analytical software.  Verint’s core offerings provide enterprise intelligence and security intelligence.  The acquisition is significant in the market because:

  • Big data and analytics meet customer experience. Verint expects to expand its customer engagement optimization offering with the acquisition of Kana.  Verint’s core capabilites, Vovici’s voice of the customer assets, and Kana’s multichannel customer experience solutions allow customers to move from data to information to insight to action or decisions.

    Point of View (POV):
    Bringing intelligence into customer experience adds context and relevancy. This combination is a key step in moving from systems of engagement to systems of mass personalization at scale.  Constellation expects more acquisitions that combine the 5 pillars of digital business – social, mobile, cloud, big data and analytics, and unified communications.
  • Verint gains key customers and industries. Verint’s key customer base of 10,000 customers gets 900 new customers in six key industires.  Kana’s base includes a variety of marquee brands and public sector agencies in the mid market to enterprise space.  Business service customers include Hyatt, Starwood, USPS, and Priceline.com.  Communications and media customers include O2, Comcast, Cox, Quest, Talk Talk Group, Telekom Austria, Telus, Time Warner Cable,  Tracfone, Virgin Mobile, and Vodafone.  Financial services customers include Admiral, Bank Leumi, Capital One, Chase, Citigroup, Domestic and General HSBC, ING, Barclays,  Standard Bank, and VHI.  Retail and wholesale clients include American Greetings, Avon, Carglass, Conrad, Foot Locker, Hanes More…

Trends: Real World Lessons In Optimizing The Customer Service Experience From Kana Connect

Workshop On Optimizing Your Customer Service Experience Identifies Eight Strategies
At the 2013 Kana Connect event from September 15th to 17th, 2013 in New Orleans, I had the pleasure of co-leading a workshop with Scott Hays a Sr. Director, Product Marketing for KANA Software.  The goal of the session was to explore eight strategies to improve customer experience. 

By now, you are well aware that “experience counts.” Your customers’ loyalty and future purchases hang in the balance. In this session, we’ll explore the key things you can do to make sure their experiences are positive. Ray Wang from Constellation Research and Scott Hays from KANA guide an interactive workshop to invigorate your future initiatives.

Speaker(s): Scott Hays, Ray Wang, Constellation Research

The event began with a overview of  Constellation 9C’s of customer engagement  and then an overview of the eight ways to optimize your customer service experience.  Teams were broken up to documen current state and to rank future state.  Teams were told to identify the top three ways among these eight strategies:

  1. Effortless and personalized
  2. Channel convenience
  3. Channel consistency
  4. Social media
  5. Unified agent desktop
  6. Agent knowledge
  7. Process-driven
  8. Internationalization

Results Show Future Focus on Channel Consistency, Social Media, and Effortless and Personalized

Given the Kana customer base, current state priorities of agent knowledge, process driven, and channel convenience came as little surprise to the participants.  In fact, most workshop attendees have had More…

Research Summary And Speaker Notes: The Identity Manifesto – Why Identity Is At The Heart of Digital Business

Forward And Commentary

Constellation Research keynoted at Ping Identity’s Cloud Identity Summit 2013 in July.  Gathered in front of the Identerati,  an Identity Manifesto was presented.  The research behind that manifesto has been summarized here in this summary.  The final big idea research report will offer insight into four of Constellation’s primary research themes, the Next-Generation Customer Experience, The Future of Work,  Matrix Commerce, and the Consumerization of IT and the new C-Suite.

A. Introduction

Identity often means many things to many people for good reasons. Traditional definitions of identity for the identity and access management professional have revolved around standards for authentication, access, authorization, and management.

B. Research Findings – Identity Expands Beyond Enterprise Despite Stuck in Massive Standards Hell

While standards such as SAML, Open ID, OAuth 2.0 address the technical side, the rise of consumer and enterprise social networks has spawned a consumer identity that reflects a digital ubiquity of the individual. Facebook, Google, and Twitter now dominate most social logins. Users expect their identity to be transportable from personal to work environments.

However, a limitation exists between personal and work worlds. In fact, the facets of one’s identity remain isolated and separated by not only our digital and analog presence, but also by our inability to deliver context across our worlds. Why? The lack of context separates our personal life from our work life and creates artificial barriers by role, relationship, and a host of other factors.

The reality – identity plays a multi-faceted role for each individual. The business implications of identity after authentication, authorization, access, and availability touch on commerce, work lives, personal lives, and engagement with each other. Without a more comprehensive view of identity, organization and individuals will continue to undermine the strategic role of identity in the context of business. Identity is a unifying factor in the current transformation to a digital world.

The Identity Manifesto Relates Identity To Work, Life, And Society

Identity plays a central role in the future of business and is a unifying point. The seven points in the identity manifesto set the stage on the future of identity (see Figure 1).

Figure 1. Seven Point in The Future of Identity – The Identity Manifesto


The Bottom Line: Herald The Reputation Economy – Identity All Comes Down To Trust and Transparency

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News Analysis: Kana Express 13 Addresses Omni-Channel Customer Service for Mid-Market

Just 14 months after announcing the acquisition of Trinicom, Kana has revealed the latest release of its cloud customer service suite for the mid-market, Kana Express.   Released on June 27, 2013, the new product reflects the company’s mission “To provide leading customer service solutions that empower our customers to create experiences that count, for their customers wherever they engage”.

Key features in the release include:

  • Advanced analytics and reporting. Kana Express features improved trend analysis, performance reporting, and forecasting.  Personalization has been improved and new reporting options include an easy to use custom dashboard designer.

    Point of View (POV):
    Analytics and reporting is often an after thought in design for mid-market solutions.  Key reports such as contact flux, cockpits, and customer monitors provide not only information, but insight into what the next best action could be.  The custom dashboard designer enables easy creation of visualizations and filtering of data by dimensions.
  • Anytime, anywhere, access. Improvements in access include mobile device usage, Section 508 disability compliance, and internationalization capabilities.  Support for 30 languages out of the box, user defined time zones, double-byte character sets, and international address validation add to a list of features supporting international business requirements .

    Point of View (POV):
    Prospects will most likely flock to the eye candy features of mobile support for device and screen readers.  However, the internationalization efforts close the gap between large expensive enterprise solutions and what mid-market solutions traditionally offered.  Constellation sees this as an immediate win for companies with an international footprint but not an international budget.
  • Improved browser based user experience. Kana Express supports Chrome, Firefox, Internet Explorer, and Safari browsers.  Additional enhancements include support for live chat, contextual next best options, and real-time access to the knowledge base.

    Point of View (POV):
    Agents can tailor the new UI and personalize to their preferences, reducing click throughs and improving productivity.  One powerful feature is the ability to automatically present contextual knowledge such as a related topic, interaction history information, or external system data.

Figure 1. Kana Express Screenshots Show New User Experience and Improved Accessability

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Event Report: 2013 Capgemini India Analyst & Advisor Day #CGAR2013

Capgemini India Plays A Key Role In The Global Delivery Model

Analyst and advisors gathered on February 12th, 2013 at Capgemini’s India headquarters located near the trendy and upmarket Powai suburbs of Mumbai.  Capgemini India’s CEO, Aruna Jayanthi welcomed guests with a perspective on Capgemini India’s progress.  With more than 40,000 people, the team plans to grow to 70,000 people in 3 years at almost a 20% CAGR year-over-year. Aruna sees the potential for up to 70% of Capgemini’s infrastructure services delivery to come from India.

As part of the non-linear growth plan, Capgemini intends to rely on a shared services model and platform between multiple delivery centres critical for scale and growth.  The good news – Capgemini India expects a reduction in the double digit wage inflation of the past 24 months.  Forecasts call for 5 to 9% for 2013.  Her three focus areas include growth, continued investments, and building end-to-end capability in India.

The analyst and advisor day was hosted in Capgemini’s Accelerated Solutions Environment (ASE).  The ASE combines a patented methodology with a unique, open work environment to deliver large scale facilitated sessions geared at accelerating timelines, gaining alignment and mitigating risks.  ASE’s provide a safe and effective place for collaboration and innovation.

Under this year’s theme of transforming customer experience, sessions touched on nine key areas:

  1. Portfolio transformation. Capgemini India is playing a key role in aligning with the consulting team’s digital transformation efforts.  If successful, the team will gain synergies across consulting, infrastructure, and bpo as part of a broader portfolio transformation.  One example of a focus on IP creation and innovation is Sogetti’s product engineering capabilities delivered in Capgemini India for aerospace and defense. Product Engineering is a priority for Capgemini in 2013.  European service providers Altran, Alten, Safran will have some competition from Capgemini going forward.
  2. Digital utility transformation. With 80% of meters in EU to be converted to smart meters by 2020, Capgemini sees a role in guiding this shift from analog to digital for utilities.  The utilities segment is expected to grow 4% & related software services are expected to grow about 7-8%.  Despite a perceived slow growth in utilities, smart metering is the base for transformation.  Early investment by Capgemini will play a key role in growing out this industry as a shortage of energy production and an upgrade of legacy transmission and energy production technology drive future growth.
  3. All channel experience. Customer centricity is changing as businesses focus on an “All Channel” and “Affordable” value proposition.  The firm focuses in on digerati as a key target for digital transformation. Why? Digerati are 26% more profitable than their peers.  The shift to all channel is a key part of the move to digital transformation and customer experience strategy for clients.
  4. Demand driven supply chain. Demand driven concepts are not new, however, customers seek to improve their ability to deliver on perfect orders.  Organizations also seek to get as close to the consumer as possible.  Capgemini’s work at one client helped a stagnant retail gain achieve 23% increase in customer satisfaction and gain 96 basis points of margin.  Constellation sees this buyer centric shift to matrix commerce as a key trend for 2013.
  5. Tax and welfare. Global governments face a $2.4 trillion USD tax revenue every year.  Consequently, Capgemini’s efforts in tax and welfare focus on the fraud and compliance equation.  The Capgemini’s India team has over 400 employees in their center of excellence complementing 8,000 onsite personnel at clients.  The mission is to improve revenue and increase compliance.  Constellation expects this market to grow as big data technologies improve the ability to manage both structured and unstructured data sources.
  6. Global in house centers. The team shared a success story on the factory franchise approach for testing services at ANZ bank.  The global in house center provided a strong alternative to BOT or captive acquisition.  Capgemini intends to selectively grow this model over the next few years.  Constellation believes this approach is smart but will deliver low volume.
  7. Service integration. Opportunities exist to move operational responsibility for IT provisioning to Capgemini to drive cost savings.  The goal – manage sophisticated IT supplier frameworks.  If successful, service integration will prove to be the PMO account control model of the 2010′s.
  8. Mobile testing. Most organizations face a need for a comprehensive mobile QA strategy.  Building upon Neoload’s Neotys solution offering, Capgemini India opened a mobile testing CoE in Mumbai in December 2012.  The range of mobile testing opportunities has grown as the group seeks to expand from 250 to 1000 FTEs globally.  Constellation sees this as a bold move to jump into an emerging and growing market.
  9. Big data and analytics. As one of the earlier CoE’s, business information management (BIM) was launched in September 2010 as Customer BIM Experience showcase or (CUBE).  With the advent and hype of big data, the BIM team is now playing a key role in using BIM to improve customer experience.  Constellation sees the future with BIM and the support of big data business models.

Figure 1. Cap Gemini’s ASE Uniquely Creates Visual Story Telling Via Graphic Recorders

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Source: R Wang & Insider Associates, LLC. All Rights Reserved.

The Bottom Line: Capgemini India Taking Key Steps To Support Nonlinear Growth Opportunities

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Monday’s Musings: Understand The Four Organizational Personas Of Disruptive Tech Adoption

Pace of Innovation Exceeds Ability To Consume

Rapid 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.

Unfortunately, most organizations are awash with discovering, evaluating, and consuming disruptive technologies.  Despite IT budgets going down from 3 to 5% year over year, technology spending is up 18 to 20%.  Why?  Amidst constrained budgets, resources, and time limits, executives are willing to invest in disruptive technology to improve business outcomes.  Consequently, successful adoption is the key challenge in consuming this torrent of innovation.  This rapid pace of change and inability to consume innovation detract organizations from the realization of business value.

Organizations Fall Into Four Personas Of  Disruptive Technology Adoption

A common truism in the industry is “Culture trumps technology”.  As organizations apply methodologies such as Constellation’s DEEPR Framework in improving adoption, leaders must first determine which of the four personas best fits their organization’s appetite for consuming and innovating with disruptive technologies.

The personas of disruptive technology adoption assess organizational culture in two key axes (see Figure 1).  The first is how incremental or transformational an organization looks at applying disruptive technology to business models.  The second assesses how proactive or reactive an organization is in carrying out new initiatives.  Based on these dimensions, the four personas include:

  1. Market leaders. Market leaders prefer to drive transformational innovation.  They look at technologies as enablers in disrupting business models.  They see competitive differentiation in delivering outcomes to customers. Market leaders accept failure as part of the innovation process.  They fail fast and move on.
  2. Fast followers. Fast followers prefer to react to the success of market leaders and their experiments.  When they sense success, they tend to jump in.  Fast followers do not like to fail and rapidly apply lessons learned from market leaders into their road maps.  Fast followers tend to deliver scale in the markets as a counter balance to arriving later in the market.
  3. Cautious adopters. Cautious adopters proactively deliver incremental innovation.  They tend to take a more measured approach and spend more time studying how they can improve an existing success than creating a transformational change.  Cautious adopters often come from regulated industries where security and safety are paramount objectives.
  4. Laggards. Laggards tend to procrastinate on applying innovations to their business models.  They prefer not be bothered by trends and will only react when the trends have moved beyond mainstream.  They see value in waiting as prices will drop over time as success rates increase over time.  Laggards enjoy waiting.

During the interviews and discussions with the 2012 Constellation SuperNova award participants, key questions emerged in the decision process on whether to adopt or pass on a disruptive technologies.  These questions aligned well with the four personas of disruptive technology adoption.

Figure 1.  Organizations Should Understand Which Persona Of Disruptive Tech Adoption Describes Them Best

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Event Report: Dreamforce X (#DF12) Emerges As The South By Southwest (#SXSW) For The Enterprise

Dreamforce Represents The Mecca For The “Art Of The Possible” In The Enterprise

Whether Salesforce.com’s flagship conference at Moscone Center was the most attended conference (~48,000) or the most registered for event (~90,000), matters not.  When examined in context of the magnitude of what was accomplished, the impact of this 10th annual event transcends attendance numbers.  Business folks and the converted IT brethren converged on the week of  September 18th, 2012, to see what the future could be inside the enterprise.  They left with inspiration and the gospel of what was possible, as told by those before them.  The event represented the intersection of where aspiration meets innovation for the enterprise.

Key takeaways from interviews with over 100 attendees reflect the following trends:

  • Attendee sentiment signals the return of the front office.  Prior to the coining of the CRM term, front office was the term which defined marketing, service, eCommerce, and sales force automation.  The move back to integrated customer experiences reflects a renewed interest in all the front office touch points and all the support in the back office required to support the customer experience.  Attendees walked in with questions about how to integrate their legacy ERP and expose their transactional systems into the front office.
  • Customers seek knowledge and case studies on business transformation. Delegations arrived to see how they could change their business.  Most came with both business and IT to learn from the best practices of others.  Almost every customer case study session was packed and common questions revolved around, “How did you do that?”
  • Product announcements and pre-announcements bring the enterprise closer to the consumer experience. Pre-announcement of Salesforce Identity for Winter 2013 will provide users with Facebook-like single sign on and identity management services.  The availability of the Touch Platform services will provide a write once, deploy anywhere touch based mobile UI Experience.  The pre-announcement of the Force.com Canvas provides a UI layer to run any other application within the Salesforce.com environment.  The App Exchange Checkout delivers out of the box billing for developers and improves the users app store experience.  Geolocation capabilities in the pilot of database.com in the Winter 2013 release will improve mobile experiences.  Chatter communities pilot in Fall of 2012 and pre-announcement addresses the issue of multiple group management.
  • More…