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NICE Interactions ’19 review – MoneyGram’s call center cloud transformation sets the tone
"I wasn't sure what to expect from NICE Interactions. What I got was a memorable show that raised provocative questions. Customers like MoneyGram made a vivid case for call center transformation - plenty to debate and analyze here."
analytics  planning  and  data  analysis  crm  customer  experience  service  management  digital  enterprise  in  the  real  world 
2 days ago by jonerp
Exclusive interview with new ServiceMax CEO Neil Barua
"Barua has most recently been serving as an operating partner at Silver Lake, the private equity firm that acquired a majority stake in ServiceMax at the end of last year. "
connected  manufacturing  it  service  management  the  new  professional  and  as  a 
2 days ago by jonerp
How MercadoLibre built a learning culture to keep up with its growth – an SAP SuccessFactors story
"Exponential growth might seem appealing, but it can pose a huge challenge to an HR team. Here's what MercadoLibre did to bring culture and tech together - and how they work with SAP SuccessFactors to grow and manage that talent."
analytics  planning  and  data  analysis  digital  transformation  -  frictionless  enterprise  hcm  the  future  of  work  talent  management 
12 days ago by jonerp
Planning a Digital Transformation: Perspectives from the User Community
"We’re still not using the system: One of the most common measures for success versus failure is system work arounds. If a majority or even reasonable percentage of people are still using old processes or creating their own spreadsheets, this is an indication of a lack of change management. There needs to be measures in place to test new processes and system adoption, as well as proper communication, training and alignment from the start."
digital  strategy  organizational  change  management  common  myths  transformation  erp  management:  the  #1  key  to  success  missing  pieces  of  your  plan 
12 days ago by jonerp
5 Things Every Executive Needs To Know About Identity And Access Management
"Executives have a strong sense of urgency to improve Identity and Access Management (IAM) today to assure the right individuals access the right resources at the right times and for the right reasons. IAM components like Access Management, Single Sign-On, Customer Identity and Access Management (CIAM), Advanced Authentication, Identity Governance and Administration (IGA), IoT-Driven IAM, and Privileged Access Management address the need to ensure appropriate access to resources across an organization’s entire attack surface and to meet compliance requirements."
business  featured  posts  technology  software  trends  &  concepts  centrify  cybersecurity  identity  and  access  management  louis  columbus'  blog  mfa  multi-factor  authentication  pam 
14 days ago by jonerp
These 4 terms will kill your SaaS business
"Finally, “Seamless” (and sundry jargon). Seamless is ok if it’s about the customer experience but seamless for the most part is in the eye of the beholder. So make sure you can go the distance and that it is commercially worth it. Real time is another gem. Its great but it will crush your COGS, and I’ll bet you your favorite tipple that unless you’re building the next Bloomberg terminal, most of your customers use cases don’t require real time all the time. There are plenty of other clever sounding words that will crush speed. You get my drift."
management  saas  and  cloud  selling  go-to-market 
17 days ago by jonerp
The Trojan Horse Approach to Organizational Change Management
"Too many organizational change consultants put themselves into a change management box and don’t know how to effectively relate to the other components of digital transformation. They simply get their PROSCI certification, manage activities around “communications,” “awareness,” and other nebulous things, but fail to integrate change into the organization.

Worse yet, these change consultants fail to understand business operations, supply chains, industry trends, company strategies, and other components of integrated change."
digital  strategy  organizational  change  management  common  myths  transformation  managing  microsoft  dynamics  expert  witness  sap  failure  at  lidl 
18 days ago by jonerp
The Never Ending Fight Against the “Safe Choice”
"To fight the safe choice, be prepared with examples of the risk of playing it safe. The org is already committed to change, why risk having that change be less than successful (further locking the org into safe options)."
go-to-market  brand  change  management 
22 days ago by jonerp
Tech apprenticeship schemes – should they be hired or fired?
"While apprenticeships would seem to be a useful tool to close the tech skills gap, governments on both sides of the Atlantic seem to be struggling to get it right."
digital  skills  and  training  future  of  work  hcm  the  talent  management 
5 weeks ago by jonerp
Control Towers: If Only There Was A Clear Definition
"Companies are drowning in data, but struggle to get insights. As shown in Figure 3, companies struggle to get data to make decisions. The focus is on functional metrics, but most are unable to get to overall supply chain metrics. For example, only 29% of manufacturing companies can access total cost data and 31% struggle to see the impact of business decisions on inventory. So, one business use case for control towers is accessing supply chain key performance indicators. The average company has five-to-seven Advanced Planning Systems (APS) and twelve Enterprise Resource Planning (ERP) Solutions. While performance monitoring is not the most common use case for a control tower project, the gap exists."
global  supply  chains  inventory  management  market-driven  analytics  control  tower  performance  measurement  chain  excellence  visibility 
6 weeks ago by jonerp
74% Of Data Breaches Start With Privileged Credential Abuse
"Enterprises who are prioritizing privileged credential security are creating a formidable competitive advantage over their peers, ensuring operations won’t be interrupted by a breach. However, there’s a widening gap between those businesses protected from a breach and the many who aren’t. In quantifying this gap consider the typical U.S.-based enterprise will lose on average $7.91M from a breach, nearly double the global average of $3.68M according to IBM’s 2018 Data Breach Study."
business  featured  posts  technology  software  trends  &  concepts  centrify  cybersecurity  ibm  2018  data  breach  study  louis  columbus'  blog  privileged  access  management  in  the  modern  threatscape  report  credential  abuse  security 
6 weeks ago by jonerp
5 Commercial Terms to Address in Workday Negotiations
"In an ideal world, you could obtain a current and complete price list, but Workday keeps this close to the vest and will not readily provide an itemized price list. However, they have provided customers with some level of visibility into list prices, so it is worth pressing Workday to at least provide the list price for each product listed in their proposal.

Ambiguous price lists are common among vendors, but unlike many other ERP providers, Workday’s list prices can vary per product"
workday  commercial  terms  contract  negotiations  renewal  enterprise  agreements  it  sourcing  vendor  management  licensing  negotiation 
6 weeks ago by jonerp
Video of my SaaStr 2019 Presentation: The Five Questions Startup CEOs Worry About
"A few days ago, Jason Lemkin from SaaStr sent me a link to the video of my SaaStr Annual 2019 conference presentation, The Five Questions Startup CEOs Worry About. Those questions, by the way, are:

When do I next raise money?
Do I have the right team?
How can I better manage the board?
To what extent should I worry about competition?
Are we focused enough?

Below is the video of the thirty-minute presentation. The slides are available on Slideshare."
ceo  competition  leadership  management  saas  saastr  strategy  venture  capital 
7 weeks ago by jonerp
Flat hierarchies – progressive organizational thinking or digital’s ‘flat earth’ theory?
"The notion of flat hierarchies is de rigeur at the moment, not least in the digital start-up space. But the first signs of a backlash are starting to make themselves felt as it becomes clear the approach is not quite the panacea for innovation that some initially thought."
future  of  work  hcm  and  the  digital  talent  management 
8 weeks ago by jonerp
Digital Transformation’s Missing Link Is Zero Trust
"Gaps exist between the results digital transformation initiatives are delivering today, and the customer-driven value they’re capable of. According to Gartner, 75% of digital transformation projects are not aligned internally today, leading to delayed new product launches, mediocre experiences, and greater security risks than ever before."
business  featured  posts  technology  software  trends  &  concepts  centrify  cybersecurity  louis  columbus'  blog  mobileiron  palo  alto  networks  privileged  access  management  (pam)  world  economic  forum 
8 weeks ago by jonerp
Enterprise hits and misses – job boards face critique, and a powerful AI tool gets put on probation
"This week - job boards get called out and Amazon bails out (of NYC). Plus: An AI text generation tool so allegedly powerful, its release into the wild is delayed. Your whiffs include the early winner of the PR subject header of the year door prize."
hcm  and  the  digital  future  of  work  hits  misses  machine  intelligence  ai  talent  management 
8 weeks ago by jonerp
Job boards and recruiting solution gaps – Part One
"The most imperfect technologies out there might be in Recruiting. Here’s the status and suggestions for change."
analytics  planning  and  data  analysis  future  of  work  hcm  the  digital  social  talent  management 
9 weeks ago by jonerp
Have You Given Your Planner Love Today?
"Over 65% of supply chain planning happens in Excel spreadsheets. One of the reasons? Usability. The second? The ability to model the supply chain in the technology. Models are not created equally.

Many times it is the result of the purchase of supply chain planning technologies purchased based on IT standardization. The lack of usability and modeling capabilities drive dissatisfaction."
change  management  demand  global  supply  chains  market-driven  chain  talent  job  satisfaction  planners  valentines  day 
9 weeks ago by jonerp
Let’s Take the Cult out of Silicon Valley Culture
"I’m not saying long work hours, free lunch, and and ping pong tables are bad. I am saying that many Silicon Valley cultures border on cults. Leaders should pay attention to this and try to avoid falling into common cult patterns, for example, by ensuring diverse recruiting programs, by building on-boarding programs that are more training than brainwashing, and by creating a culture that values dissenting opinions."
culture  leadership  management  uncategorized  core  values  norms 
9 weeks ago by jonerp
An early assessment of the Ultimate acquisition
"Ultimate, a major HR vendor, is going private and many are speculating about how the deal will affect employees, customers and top executives. But shouldn’t we be discussing other factors, too (e.g., how the private-equity deal financing will affect things)?"
future  of  work  hcm  and  the  digital  hr  admin  payroll  talent  management 
9 weeks ago by jonerp
Jim Snabe, Chairman of Siemens, expands on Dreams and Details
"I had a fascinating conversation with Jim Snabe in an effort to get under the skin of how large and successful enterprises might respond to uncertain conditions"
digital  enterprise  in  the  real  world  change  management 
10 weeks ago by jonerp
Seven Books Not To Give the Boss for Christmas*
"My reply was simple: I once actually not just recommended but actually bought and gave Death by Meeting to my boss, so I’m not one to be throwing stones."
trends  &  concepts  leadership  management 
december 2018 by jonerp
The illustrated 2018 customer service fail awards – exclusive personal edition
"Companies work hard to earn the distinction of "worst customer service you received this year." It's only fair they get their just reward. Here's mine - complete with illustrations of services not rendered."
crm  and  customer  experience  service  management 
december 2018 by jonerp
CPQ Needs To Scale And Support Smarter, More Connected Products
"Industrial Internet of Things (IIoT) platforms has the potential of providing a single, unified data model across an entire manufacturing operation, giving manufacturers a single unified view of product configurations across their lifecycles. Producing smart, connected products at scale also requires a system capable of presenting a unified view of configurations in the linguistics each department can understand. Engineering, production, marketing, sales, and service all need a unique view of product configurations to keep producing new products. Leaders in this field include Configit and their Configuration Lifecycle Management approach to CPQ and product configuration."
business  featured  posts  technology  software  trends  &  concepts  cad  configit  configuration  lifecycle  management  configure  price  quote  cpq  crm  integration 
december 2018 by jonerp
Using Machine Learning To Find Employees Who Can Scale With Your Business
"Betting on solid data and personalization at scale, on the other hand, delivers real results. Real data slices through the probabilities and is the best equalizer there is at eradicating conscious and unconscious biases from hiring decisions."
business  featured  posts  technology  software  trends  &  concepts  ai  applicant  tracking  systems  artificial  intelligence  ats  eightfold  hr  machine  learning  human  resource  management 
december 2018 by jonerp
Is AI an asset to hiring, or will it bring us down a sinkhole of algorithmic bias?
"In the aftermath of Amazon abandoning its AI hiring initiative, AI for HR remains a volatile topic. This fall, Montage issued fresh data on AI in HR. My exchange with Kurt Heikkinen, President and CEO of Montage, brought the debate into focus."
analytics  planning  and  data  analysis  diversity  hcm  the  digital  future  of  work  machine  intelligence  ai  robotics  talent  management 
december 2018 by jonerp
How Zendesk pursues frictionless collaboration with Zoom video conferencing
"You can't serve your customers if your employees are bogged down. SaaS customer service vendor Zendesk has to be frictionless inside their company to achieve that result for others. Here's how they've changed employee productivity with Zoom video conferencing."
collaboration  sharing  and  digital  productivity  crm  customer  experience  service  management  use  cases 
december 2018 by jonerp
Coupa CEO Bernshteyn – our customers can “weather the storm” of economic change
"Coupa ends calendar 2018 with strong growth and a good outlook into 2019, whatever the economy delivers."
cloud  erp  financials  and  supply  chain  machine  intelligence  ai  spend  management 
december 2018 by jonerp
Digital transformation is for life, not just for go-live
"The full force of digital transformation takes most enterprises by surprise and adjusting to continuous, ongoing change is one of the first requirements."
cloud  erp  financials  and  supply  chain  digital  transformation  -  frictionless  enterprise  hcm  the  future  of  work  it  service  management 
december 2018 by jonerp
Can Deltek be the Easy Button for Project-Based Business?
"We asked our 2018 survey participants to assess the level of risk their industries faced in terms of the potential for disruption (Figure 1). While all but 10% acknowledged some level of risk, the majority (84%) feel the risk is low to medium rather than high or imminent. Yet we feel compelled to ask the question: How do you think the taxi industry would have answered this question on the eve of the launch of Uber? Do you think the hotel industry anticipated Airbnb? Did Block Buster foresee the devastating impact Netflix would have on its business?"
erp  chat  bot  deltek  disruption  mint  jutras  nlp  project  management  vantagepoint 
november 2018 by jonerp
Subjecting Customers to Navel-Gazing
"This navel-gazing approach is a losing approach.

Instead, look at it from the outside in. Focus first on your ideal customer profile–what matters in the product (not just the new capabilities, but everything) to them. Then identify if you need to create tailored content and communications for customers in different situations. As you introduce the new product to sales, don’t start with the product–start with the customer. Educate on the different situations, how to recognize them and how to manage them."
go-to-market  product  launch  management  sales 
november 2018 by jonerp
Event Report - Ceridian Insights 2018 - Ceridian is on a roll
"On the concern side, Ceridian needs to push the envelope in the direction of Machine Learning / AI in general and voice as the new UI more. Last year at the user conference the vendor showed the most impressive voice demos of all HCM vendors in 2017 – a worker talking to Alexa (?) for an understanding of their shift situation and executing a shift swap. No demo this year, the vendor citing keynote time reasons… Behind an effective Machine Learning / AI strategy is the move to public cloud, to be able to leverage cheaper compute, spare capacity, low cost storage and overall compute elasticity. And Ceridian says the Dayforce suite runs on public cloud IaaS (I think Azure) but needs to move there for good. When the whole industry is moving to IaaS, it’s time for all vendors to move there to level the field."
ai  ceridian  constellation  research  future  of  work  holger  mueller  machine  learning  nextgen  hcm  payroll  succession  management  talent  workforce 
november 2018 by jonerp
AI, meet accessibility – new potential for upping skilled employment
"The increasing potential for mixing AI and machine learning to get a significant boost to the employment pool."
diversity  future  of  work  hcm  and  the  digital  machine  intelligence  ai  talent  management 
november 2018 by jonerp
Which CRM Applications Matter Most In 2018
"Marketing analytics continues to be hot for marketing leaders, who now see it as a key business requirement and a source of competitive differentiation. In my opinion and based on discussions with CMOs, interest in marketing analytics is soaring as they are all looking to quantify their team’s contribution to lead generation, pipeline growth, and revenue. I see analytics- and data-driven clarity as the new normal. I believe that knowing how to quantify marketing contributions and performance requires CMOs and their teams to stay on top of the latest marketing, mobile marketing, and predictive customer analytics apps and technologies constantly. The metrics marketers choose today define who they will be tomorrow and in the future."
business  featured  posts  technology  software  trends  &  concepts  ai  byline=louis  columbus  cloud  computing  cpq  crm  customer  relationship  management  enterprise 
november 2018 by jonerp
Qualtrics acquired – SAP’s high priced bid to solve customer experience
"SAP just poneyed up $8bn for Qualtrics, a company that provides analytics in the customer experience space. Does it make sense? Well yes - but only if companies actually care in the first place."
analytics  planning  and  data  analysis  crm  customer  experience  service  management 
november 2018 by jonerp
Oracle OpenWorld 2018 – The intelligent apps equation
"Oracle will showcase some fresh capabilities that breathe new life into cloud ERP. Here is the rundown on what to expect along with commentary from ASteve Miranda who leads that endeavor. It makes for a compelling story but it will be customers who confirm."
analytics  planning  and  data  analysis  cloud  erp  financials  supply  chain  machine  intelligence  ai  talent  management  event  reports  oow18 
october 2018 by jonerp
Huawei Connect 2018 – the war for AI talent
"Chris Middleton reports from Shanghai on the battle for AI talent at Huawei, and in China as a whole. What are the lessons for the West?"
future  of  work  iot  robotics  and  ai  machine  intelligence  talent  management 
october 2018 by jonerp
Journeys in big data and AI across the transport networks of London & Paris
"We should take notice of the pioneering work in big data and AI done by digital innovators at public transport networks - two examples from London and Paris"
customer  service  management  frictionless  enterprise  machine  intelligence  and  ai  mobile  social  use  cases 
october 2018 by jonerp
Five Reasons Why Are We Not Making Progress on Inventory Management
"I discussed the topic of technology selection for planning at great length in the Blog, Yowza, A Nine-Step Process for Selecting Supply Chain Planning Systems. Supply chain planning is all about better math and modeling. Today, since many do not test the solutions and often buy based on IT standardization, the probability of success is about the same as playing the tables in Las Vegas. As shown in Figure 5, only one-in-two business users are satisfied. The default? Most planning happens in Excel Spreadsheets."
demand  innovation  inventory  management  market-driven 
october 2018 by jonerp
Lost and Founder: A Painful Yet Valuable Read
"Finally, in a Silicon Valley where failure is supposedly a red badge of courage, but one only worn after your next big success, Fishkin has an unique take on vulnerability (chapter 15) and his battles with depression, both in this long, painful blog post which was written the night before this story about a Foundry CEO summit from the book"
startup  lessons  entrepreneurship  fishkin  lost  and  founder  management  rand  retrospective  silicon  valley  startups  uncategorized  venture  capital 
october 2018 by jonerp
Progress Report - ADP Analyst Day 2018 - Things are looking up
"ADP product portfolio gets stronger and stronger, now it has to prove itself in practice. Following the roll out waves in 2019 will be key for prospects and customers. The ability to have payroll managers configure, change and operate a payroll are innovative, at least of the scale that ADP needs to support. The team approach of Liffion is equally key, as teams are the org units that make and break enterprise success. And for that, very little has been done in the past to support teams and their leaders."
adp  analyst  meeting  constellation  research  hcm  holger  mueller  hr  core  nextgenhcm  payroll  progress  report  talent  management 
september 2018 by jonerp
Microsoft soups up Dynamics 365 with AI and HoloLens add-ons
"Microsoft soups up its Dynamics 365 business applications with packaged AI for sales, service and marketing, plus HoloLens mixed reality apps"
crm  and  customer  experience  service  management  internet  of  things  machine  intelligence  ai 
september 2018 by jonerp
How AI & Machine Learning Are Redefining The War For Talent
"Of the five companies Gartner names as Cool Vendors in the field of Human Capital Management for Talent Acquisition, Eightfold is the only one achieving personalization at scale today. Attaining personalization at scale is essential if any growing business is going to succeed in attracting, acquiring and growing talent that can support their growth goals and strategies. Eightfold’s approach makes it possible to scale personalized responses to specific candidates in a company’s candidate community while defining the ideal candidate for each open position."
business  featured  posts  technology  software  trends  &  concepts  artificial  intelligence  human  capital  management  louis  columbus  machine  learning  talent  acquisition 
september 2018 by jonerp
SuccessConnect 2018 – well-being at work isn’t fluffy; it’s the future we should be pushing for
"We ignore the issue of well-being at work at our own peril. SuccessConnect 2018 brought this conversation into focus. Here's the questions I posed to SAP, and the plans for SuccessFactors' Work-Life solution."
analytics  planning  and  data  analysis  future  of  work  hcm  the  digital  healthcare  transformation  talent  management 
september 2018 by jonerp
Enterprise hits and misses – recruiting tech needs a fix, vendor contract negotiations need transparency
"This week - why recruiting tech stinks, and how to fix it. Plus: contract negotiations pitfalls, and why product management is broken. Your whiffs include AI security preening and Google being Google."
hcm  and  the  digital  future  of  work  hits  misses  professional  services  talent  management  new  it  as  a  service 
september 2018 by jonerp
Products are Conversations
The right customers for you will understand your tradeoffs, validate and support your decisions, and align. They will value the experience you are creating for them, and progress in a longer term relationship, not a transaction.

Rather than see the Head of Product as the CEO of Product, the PM is put as close to the customer as possible to make decisions on their behalf, and plays the role of Information Hub to align stakeholders through effective conversations. Your stakeholders want to have these conversations, and it’s your job to make sure they happen."
featured  posts  technology  software  conversations  product  management  roadmap  slack 
september 2018 by jonerp
Fixing the recruiting process mess – Part 3, getting from zero to one
"How can technology make recruiting better and the acquisition of more and better-qualified talent a reality? How do we stop the leakage from the recruiting funnel and do so in a way that doesn’t add to the workload of recruiters? Can a better process for recruiting improve candidates’ experiences and those of recruiters?"
hcm  and  the  digital  future  of  work  iot  robotics  ai  talent  management 
september 2018 by jonerp
If you fix just one process in HR, make it recruiting – Part 1 the dumb ATS
"Every Fall, there’s plenty of HR technology news. Unfortunately, little of this innovation will solve the talent shortfalls many firms are experiencing. Bad technology and bad acts by recruiters cause millions of great potential hires to be missed."
hcm  and  the  digital  future  of  work  talent  management 
september 2018 by jonerp
Enterprise hits and misses – blockchain is a paradox; AI is a customer service automater
"This week - Blockchain is officially a paradox, and AI is a riddle for customer service teams to solve. Plus: diginomica gets critiqued, and personalization gets humanized (or does it?). Your whiffs go from rattlesnake bites to a big pile o' Skype."
crm  and  customer  experience  service  management  hits  misses  iot  robotics  ai  blockchain 
september 2018 by jonerp
C’mon now – the customer isn’t in control. On Google, Amazon and the algorithmic plight of the super-user
"The customer is in control? That's an extravagant universal claim - and a recipe for disillusionment. In this Friday roast-and-think, I lay out the true sources of customer power and the predicament of the super-user, who has been sold some Florida swampland."
crm  and  customer  experience  service  management  machine  intelligence  ai 
september 2018 by jonerp
We need to talk about organizational change management
"Unless we put people at the center of change management projects then we're doomed to fail in our digital efforts. It's uncomfortable but it's a topic that has to be faced once and for all."
digital  transformation  -  frictionless  enterprise  future  of  work  talent  management 
august 2018 by jonerp
Oracle v Rimini Street – the saga continues with this round going to Oracle
"The case of Oracle v Rimini Street rolls on with the latest judgment in favor of Oracle but with further appeals likely."
it  service  management  professional  services  3pm 
august 2018 by jonerp
How Supply Chain Lost Its Mojo
"Bad Conferences on Steroids. With the pink ghetto marketing organization focused on leads and placement of speakers, there is a strong investment in “conference sponsorships.” In England, we have a plethora of event organizers that roll out many questionable events largely funded by technology companies. Business users attend free, but the primary goal is to provide a forum for technologists to advertise their products (I feel this way about EFT, IE Group, SCOPE, World Trade Group). The reason? There is no vetting of presenters."
market-driven  value  chains  networks  new  technologies  mojo  pink  ghetto  marketing  supply  chain  management  proposition 
august 2018 by jonerp
Plex Systems Accelerates Push Into IoT With DATTUS Acquisition
"Think about it. As consumers, we didn’t loudly voice our desire for AI or NLP. But that didn’t stop Apple from delivering Siri on an iPhone. Pretty soon Microsoft delivered Cortana on Windows 10; Google delivered Google Now; Amazon delivered Alexa and now Bixby is on your (newer) Samsung Galaxy. We see these digital technologies being absorbed into the manufacturing landscape in much the same way, as long as solution providers like Plex and DATTUS continue to innovate and push them into the mainstream."
erp  acquisition  ai  analytics  artificial  intelligence  big  data  cloud  connectivity  technologies  management  dattus  iiot  machine  learning 
august 2018 by jonerp
CIOs want to run IT as a business and that suits ServiceNow CEO John Donahoe nicely
"More million dollar plus customers as CIOs look to ITOM to help run IT as a business operation."
it  service  management 
july 2018 by jonerp
Cloud Next 18 – Google moves up the AI stack into enterprise apps
"Introducing contact center and recruitment solutions today, Google Cloud signals its move up the AI stack to compete in the enterprise apps space."
cloud  platforms  -  infrastructure  and  architecture  customer  service  management  machine  intelligence  ai  talent 
july 2018 by jonerp
Weekend musing – A simple Kill Switch solution to the mess that is Facebook
"Facebook can't seem to catch a break in the court of public opinion but there may be a simple solution to its woes. Bring on the Kill Switch."
content  marketing  customer  service  management  regulation  social 
july 2018 by jonerp
Why customer experience is so elusive, and AI is even trickier – a chat with the implausible Esteban Kolsky
"Ever wanted to corner analyst Esteban Kolsky and ask him why he's such a grouchy, err, inspiration? Well, at Salesforce Connections, I did just that. Here's a boiled down version, focusing on the elusive problems of customer experience and AI that matters."
crm  and  customer  experience  service  management  machine  intelligence  ai 
july 2018 by jonerp
Box opens up about the company’s approach to innovation
"Patel strongly believes that the quality of the problem is directly proportional to the outcome of the project. Part of that is solving a real customer pain point, but it’s also about challenging your engineers. You can be successfully solving the low-hanging fruit problems most of the time, but then you don’t necessarily attract the highest quality engineering talent."
cloud  developer  enterprise  box  content  management  jeetu  patel  software  development 
july 2018 by jonerp
AWS, HPE, Red Hat on 8 secrets of customer success with your SaaS vendor
"FinancialForce PSA customers AWS HPE and Red Hat talk about working with Customer Success Managers to get the best results from your SaaS vendor"
cloud  platforms  -  infrastructure  and  architecture  customer  service  management  frictionless  enterprise  professional  services  use  cases  xaas 
july 2018 by jonerp
How Can You Seize Opportunity If You Cannot Manage Risk?
"Public markets reward growth. As the rate of year-over-year revenues slow, companies attempt to grow through tactics. In consumer good supply chains, this includes new product launch, price incentives and trade promotion management. In the digital world, traditional broad-brush marketing programs become less effective. Yet, they are still widely deployed. The residual effects drive higher demand error and increased complexity."
risk  management  consumer  nondurables  supply  chain  excellence 
july 2018 by jonerp
Finding the workforce of the future – a conversation with Leighanne Levensaler, Workday
"The composition of the workforce of the future is very unclear. Organizations are engaged in a variety of experiments but discovering a clear path is proving troublesome."
future  of  work  talent  management 
june 2018 by jonerp
How a software selection taught lessons about the next generation of leaders
"The next generation of leaders is different from mine in important ways. This is proving valuable as we get ready for our next iteration."
frictionless  enterprise  future  of  work  talent  management 
june 2018 by jonerp
How to ace your software vendor CEO interview
"Years of observation have focused our writer on the factors and actions that spell success for software vendor CEO candidates. Do you have what it takes?"
talent  management 
june 2018 by jonerp
Salesforce Connections 2018 – inside DoorDash’s plans to transform its customer support with AI
"For DoorDash, great customer support at high volumes is an absolute must. At Salesforce Connections 2018, I got their tips on migrating to Service Cloud, the impact of a 360 customer view, and what lies immediately ahead: Einstein service bots."
crm  and  customer  experience  service  management  e-commerce  machine  intelligence  ai  mobile  use  cases 
june 2018 by jonerp
Adobe could be the next $10 billion software company
"Even while it was announcing its revenue, rival Salesforce was meeting with Marketing Cloud customers in Chicago at the Salesforce Connections conference, a move that presented an interesting juxtaposition between the two competitors. Both have a similar approach to the marketing side, while Salesforce concentrates on the customer including CRM and service components. Adobe differentiates itself with content, which shows up on the balance sheet as the majority of its revenue."
cloud  earnings  ecommerce  enterprise  adobe  customer  experience  management  marketing  subscription  model 
june 2018 by jonerp
“We’re playing offense not defense” – a conversation with Aneel Bhusri, CEO Workday
"How is Workday positioning the proposed Adaptive acquisition? Defense or offense? That was my big question to Aneel Bhusri, CEO Workday in an exclusive interview."
analytics  planning  and  data  analysis  financials  talent  management 
june 2018 by jonerp
Metrics Provide Clues, Not Answers
"There are a few phrases that bug me. One of those is “if you can’t measure it, it doesn’t matter.” Being an intuitive thinker, I firmly believe there are lots of things that you can’t measure (or at least can’t measure easily) that matter greatly. And, I imagine that many of you, like me can just feel if something is right–you don’t have to measure it."
go-to-market  metrics  performance  management  reviews 
june 2018 by jonerp
Chasing the puck as HCM evolves – what Workday is seeing
"Are HCM practitioners keeping up with where the technology is headed? I asked Workday's HCM product chief Cristina Goldt for a real-world perspective"
analytics  planning  and  data  analysis  hcm  the  digital  future  of  work  productivity  spend  management  talent  user  experience 
may 2018 by jonerp
ServiceNow – assessing growth, product line extension and new markets
"ServiceNow’s growth continues. It has made a lot of tuck-in M&A deals recently which will extend the capabilities of its solutions. New customer service functionality can make a difference for those organizations with inspired leadership."
customer  service  management  future  of  work  event  reports 
may 2018 by jonerp
Rimini Street inks landmark partnership deal with Salesforce – a conversation with Seth Ravin
"Rimini Street's partnership with Salesforce for supporting the Salesforce Sales and Service Clouds is novel, opening up exciting opportunities for customers. We have the detail."
crm  and  customer  experience  service  management  it  professional  services 
may 2018 by jonerp
Knowledge18 – ServiceNow is no longer an ITSM platform, it’s an experience platform
"It has been an interesting couple of days at its Knowledge18 in Las Vegas. Here’s a dive into why ServiceNow is hitting the right notes in the enterprise."
cloud  platforms  -  infrastructure  and  architecture  devops  nosql  the  open  source  stack  it  service  management  new  professional  as  a 
may 2018 by jonerp
NetSuite’s material change of control – how did Oracle do?
"A bit more than a year after the acquisition closed, Brian Sommer gives his verdict on how Oracle handled NetSuite's material change of control"
cloud  erp  financials  and  supply  chain  talent  management 
may 2018 by jonerp
Progress Report - SAP SuccesFactors - More SAP (technology)
"SuccessFactors is making progress, but the pace seems to be glacial. Realistically using more of SAP technology, a good decision overall, means even more ‘plumbing’ work by R&D resources vs. ‘sun deck’ work (building SaaS capabilities). But it is an investment SAP should make, with the expectation of better productivity and more functionality being shipped in a few years – latest."
analyst  meeting  constellation  research  future  of  work  futureofwork  holger  mueller  mobile  nextgen  hcm  payroll  sap  successfactors  talent  management 
may 2018 by jonerp
How To Close The Talent Gap With Machine Learning
"Many CEOs are also making greater diversity and inclusion their highest priority. Using advanced AI and machine learning techniques, a company founded by former Google and Facebook AI Scientists is showing potential in meeting these challenges. Founders Ashutosh Garg and Varun Kacholia have over 6000+ research citations and 80+ search and personalization patents. Together they founded as Varun says “to help companies find and match the right person to the right role at the right time and, for the first time, personalize the recommendations at scale.”
business  featured  posts  technology  software  artificial  intelligence  louis  columbus'  blog  machine  learning  recruiting  recruitment  talent  management 
april 2018 by jonerp
How Workday manages talent in the third age of HCM
"A fascinating insight into how HCM vendor Workday does its own talent management, as the age of HR gives way to the age of 'people enablement'"
future  of  work  hcm  and  the  digital  talent  management 
april 2018 by jonerp
Are you listening? Giving employees a louder voice
Capgemini pilots continuous listening initiative to give employees a louder voice, as Maja Luckos explains.
future  of  work  hcm  and  the  digital  talent  management 
april 2018 by jonerp
Event Report - Oracle HCM World 2018 - Dallas - Steady Progress
"A good HCM World for Oracle, the product keeps progressing and customers and ecosystem are positive. Customers tap more and more into the suite benefits, adding modules after originally going live on more administrative functions as ESS / MSS and Payroll. Needless from the start though, suite level benefits are tangible and create productivity for users as well as HR departments, all leading to a more positive stance towards the product, in this case Oracle HCM Cloud."
benefits  cloud  hcm  constellation  research  fow  future  of  work  futurist  holger  mueller  hr  core  nextgenhcm  oracle  payroll  talent  management 
april 2018 by jonerp
Enterprise hits and misses – data breaches, Facebook overreaches, and Microsoft Windows fades
"This week: data privacy in the crosshairs due to breaches, myopic legislation, and, of course, Facebook. Plus: Microsoft Windows does a sharp turn to slow fade. Customer service FAQ blowout, and whiffs-a-plenty."
crm  and  customer  experience  service  management  data  privacy  governing  identity  security  hits  misses 
april 2018 by jonerp
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