Archives

Event Report: Customer Data Platform Takes Center Stage At Salesforce Connections 2019 #CNX19

Written with Nicole France @lnfrance Customer 360 Mantra Manifests In The Customer Data Platform Over 12,000 customers from 40+ countries convened at Chicago’s McCormick Center for the annual Salesforce Connections conference.  Stephanie Buscemi, CMO, welcomed the audience and key customers such as Conagra, Indiana Pacers, and State Farm to the stage.  Key highlights from the […]

Posted by R "Ray" Wang on June 19, 2019

Event Report: @ServiceNow Transforms From #ITSM To Experience Orchestration #know18

It’s The Experience, Stupid! Over 18,000 customers, partners, prospects, and influencers gathered at the Sands Convention Center and Expo in Las Vegas for the annual ServiceNow Knowledge Event (see Figure 1).  The vendor best known for its success in IT Service Management has been on a growth tear.  In March 2017, CEO Frank Slootman handed […]

Posted by R "Ray" Wang on May 10, 2018

Monday's Musings: Part 1 of 4 – What Top CMO's Care About (Demand Gen Persona)

Top Trends for 2018 Highlight Greater Orchestration In March 2016, Constellation introduced four personas of the modern CMO (see Figure 1).  This framework provided CMO’s with a model to think about the role of strategy versus execution and audience development versus audience acquisition.   Over the past eight weeks, conversations with demand generation focused CMO’s […]

Posted by R "Ray" Wang on August 28, 2017

Research Summary: The Future of Customer Experience (CX) is Orchestrated Engagement

Learn How To Overcome Functional Fiefdoms and Legacy Technologies In One Full Swoop Customer Experience (CX) software suites from technology providers aim to provide businesses with a seamless experience across marketing, sales and service, offering a single view of the customer. On the other hand, customers must deal with a fragmented CX technology stack that […]

Posted by R "Ray" Wang on June 15, 2017

Research Summary: Nine Starting Points For Digital Transformation In Manufacturing

Digital Trends Signal Manufacturing Renaissance Ahead Western economies have faced an onslaught of negative developments in their domestic manufacturing bases over the past 40 years. With the rise of Industry 4.0, the current trend of automation and data exchange in manufacturing technologies, manufacturers now have new opportunities to undergo digital transformation. Constellation finds that digital […]

Posted by R "Ray" Wang on May 10, 2017

Research Summary: Artificial Intelligence Delivers Mass Personalization In Commerce

Why Mass Personalization Efforts Fail and Ten Simple Steps to Fix Them Over the past four decades, valiant attempts at personalization have failed due to the lack of relevant and intelligent automation.  Moreover, expectations of consumers and prospects have only grown.  The result – an expectations gap in personalization that manifests itself in fickler consumers […]

Posted by R "Ray" Wang on April 17, 2017

Tuesday's Tip: IOT and The Death Of OmniChannel Non-sense In Customer Experience

Stop Thinking In Channels And Start Thinking In Settings and Scenes As organizations realize they are no longer selling products and services but delivering on experiences and outcomes, the shift to delivering on a brand promise requires the ability to deliver mass personalization at scale. This is the heart of delivering digital business value.  However, […]

Posted by R "Ray" Wang on September 22, 2015

News Analysis: @Infosys Announces Three New Service Lines #AiKiDō

New Ai Ki Dō Service Offerings Provide A High Potential Path To Growth For Clients On August 20th, 2015, Infosys announced a set of new service offerings to help organizations jump start growth.  Organized into three areas and named Ai Ki Dō, the approach addresses design driven initiatives, knowledge based IT, and platforms. Here’s the […]

Posted by R "Ray" Wang on August 20, 2015

News Analysis: @Oracle Announces Agreement To Acquire Marketing Cloud A/B Testing Firm @Maxymiser

Oracle Marketing Cloud Customers Will Gain Channel Agnostic Customer Experience A/B Testing Solution Oracle announced the August 20th, 2015, agreement to acquire Maxymiser, a multivariate and A/B testing solution used to improve customer experience.  Here’s the quick video analysis of the deal (see Figure 1). (A blog post may follow given time constraints) Figure 1. […]

Posted by R "Ray" Wang on August 20, 2015

Webinar Invite: Delivering on Continuity – The Future of Marketing

Marketing Begins With Continuity of Experience If you’re a regular reader of my blog, and have managed to take a look at my book, I think we can say that we’ve established that digital disruption impacts every person and every business on the planet. Nowhere is the impact being felt more than in the marketing […]

Posted by R "Ray" Wang on June 15, 2015

Product Review: Two Apple Watch Enterprise Apps Launched With IMS Health Life Sciences Wearable Platform

IMSHealthWear 1.00 Gives IMS Health First Mover Advantage In Wearable Form Factors And Apps For Healthcare Customer Experience The rise and success of wearables such as the Apple Watch may not come as a surprise.  Constellation estimates that Apple sold 7.25 million units to date with the potential to deliver up to 43.50 million units […]

Posted by R "Ray" Wang on June 7, 2015

Webinar Invite: Disrupting Digital Business – The Customer Experience Imperative

I’ve been talking about my new book Disrupting Digital Business a lot lately, and featuring key lessons here in my blog. My book tour has led to many conversations where it’s apparent that we stand at the precipice of one of history’s major moments of truth – the disruption of digital business as we know […]

Posted by R "Ray" Wang on May 16, 2015

Research Summary: The Correct Way to Use Customer Data

My latest report, Customer Data: The Missing Link to Customer Success explains how successful organizations will utilize customer data to power their business initiatives in the digital era. Customer data is your organization’s most strategic asset. Use it the right way to rise above your competitors, delight your customers, and create a sustainable digital business. Constellation’s seven-step customer data framework […]

Posted by R "Ray" Wang on May 6, 2015

Event Report: Insights From #NRF15 Retail's Big Show Highlight Need For Continuity Of Experience

Attendees Buoyed By Economic Recovery Optimism At This Year’s Big Show The 2015 annual big show brought 33,000+ attendees to New York to explore the future of retail.   From the movers and shakers in the brand world to the hot retail technology vendors, the mood was buoyant and the outlook more positive than in year’s […]

Posted by R "Ray" Wang on January 13, 2015

Quips: Oracle Open World 2014 – Day 1 The Larry Keynote #OOW14

Oracle Intends To Dominate Cloud From Silicon To Software Amidst a packed standing room only crowd at Moscone North, Founder, Executive Chairman, and CTO, Larry Ellison took to the stage to clarify Oracle’s company and cloud strategy.  Key points from his keynote include how Oracle is: Committing to full upward compatibility of all its database, […]

Posted by R "Ray" Wang on September 29, 2014