Archives

Research Summary: Five Societal Shifts Showcase The Digital Divide Ahead (The Futurist Framework Part 2)

Constellation Applies A Futurist Framework To Guide 2014 Outlook and Beyond Constellation’s research team uses a tried and true futurist framework that looks at the political, economic, societal, technological, environmental and legislative (PESTEL) shifts ahead (see Figure 1). The PESTEL model is used to synthesize the major trends and provides guidance on how Constellation approaches […]

Posted by R "Ray" Wang on March 7, 2014

Research Summary: Sneak Peaks From Constellation's Futurist Framework And 2014 Outlook On Digital Disruption

Accelerated Pace of Change Creates the Perfect Storm for Dominating Digital Disruption The 2014 trends are out. The big predictions have been made.  Yet what does it all mean as most organizations anticipate another unpredictable year?  Since 2000, 52 percent of the companies in the Fortune 500 have either gone bankrupt, been acquired or ceased […]

Posted by R "Ray" Wang on February 18, 2014

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 […]

Posted by R "Ray" Wang on January 6, 2014

Tuesday's Tip: Seven Lessons Learned In Customer Experience Strategies During A Data Breach (such as Target's)

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 […]

Posted by R "Ray" Wang on December 24, 2013

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 […]

Posted by R "Ray" Wang on October 20, 2013

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 […]

Posted by R "Ray" Wang on July 23, 2013

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 […]

Posted by R "Ray" Wang on June 29, 2013

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 […]

Posted by R "Ray" Wang on February 17, 2013

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 […]

Posted by R "Ray" Wang on December 2, 2012

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 […]

Posted by R "Ray" Wang on September 23, 2012

News Analysis: IFS Acquires Metrix To Boost Mobility And Service Management

Mobility and Scheduling Play A Key Role In IFS Service Management Strategy On May 23rd, IFS acquired Metrix, a service management and mobility vendor headquartered in Waukesha, Wisconsin.  IFS adds 90 customers with Metrix.  Key highlights of the acquisition include: Expansion into new markets. Metrix Service Management provides a field service management and depot repair […]

Posted by R "Ray" Wang on June 13, 2012

News Analysis: KANA Enters MidMarket With Trinicom Acquisition

Acquisition Brings A Proven Multi-Channel Cloud Based Service Offering To The Growing Mid-market Sunnyvale, CA based KANA announced on April 24, 2012 it’s acquisition of Netherlands based Trinicom, a multichannel, customer contact software provider serving over 200 companies in the BeNeLux market.   Trinicom’s flagship T5 all-in solutions addresses multichannel customer service through email response management, […]

Posted by R "Ray" Wang on April 25, 2012

Quark Summary: What Every CMO Needs To Know About The Six C's Of Customer Engagement

Forward And Commentary CMO’s seeking to avoid the desensitization that comes with the adoption of new media will want to quickly deploy the Six C’s of Customer Engagement. A. Introduction Social media effectiveness for brands and enterprises will rapidly mirror the trends that email and web sites experienced during the late 1990’s to early 2000’s.  […]

Posted by R "Ray" Wang on March 8, 2012

Press Release: Constellation Research Appoints Sachin Gosavi As VP of India

Constellation Research Inc, an award winning, specialty research and advisory firm that serves business leaders who seek to unleash the power of emerging and disruptive technologies, today announced the appointment of Sachin Gosavi as Vice President (India). Sachin brings over 12 years of experience in marketing and strategy in India, and will focus on serving the […]

Posted by R "Ray" Wang on December 22, 2011