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Exclusive – how JAAS Systems built a manufacturing vertical on Acumatica’s cloud ERP platform
"Some pundits are skeptical about partners building cloud ERP verticals. JAAS Systems could care less - these days, they're the official manufacturing edition for Acumatica cloud ERP. Here's why JAAS bet on Acumatica, and cloud manufacturing."
cloud  erp  financials  and  supply  chain  platforms  -  infrastructure  architecture  digital  skills  training  the  new  professional  it  as  a  service  manufacturing 
6 days ago by jonerp
Alexa, can you give me a daily enterprise tech Flash Briefing? “Not exactly, but you may like these podcasts.”
"Hey enterprise pros - like the idea of a personalized audio briefing? So do I. Alexa's Flash Briefings lack enterprise content, but there's still a nice mix of tech and business updates to be had. Here's some tips for getting started, and a look at my setup."
content  marketing  digital  skills  and  training  productivity  the  new  professional  it  as  a  service 
26 days ago by jonerp
Accessibility matters, but so does culture change – lessons from diginomica’s workplace diversity coverage
"My review of diginomica's workplace diversity coverage brings out issues in accessibility, design, and workplace culture change. Strides in applying tech like AI and ML to expand workplace opportunities is contrasted by persistent inequalities."
digital  skills  and  training  diversity  the  new  professional  it  as  a  service  user  experience  ux  application  design 
4 weeks ago by jonerp
Everyone wants more of the digital pie, but what will it take to provide a bigger slice for all?
"Let's take the skills shortage as read; so what are we going to do about it? Some answers - and some more questions."
digital  skills  and  training  future  of  work  regulation  the  new  professional  it  as  a  service 
8 weeks ago by jonerp
Hire for skills, not degrees – a new paradigm to tackle disenfranchisement in the digital economy
"The World Economic Forum Annual Meeting takes its agenda into the area of skilling up the workforce in a digital economy."
digital  skills  and  training  future  of  work  hcm  the  new  professional  it  as  a  service 
8 weeks ago by jonerp
2019 productivity gut check – don’t let metrics squeeze your value
"We've pushed away from the holiday table and we're dialing into our 2019 kick off calls in 3, 2, 1. But before the inbox exacts its revenge, here's a different take on productivity."
collaboration  sharing  and  digital  productivity  skills  training  social  the  new  professional  it  as  a  service 
11 weeks ago 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
US survey says shoppers want less automation, more human interaction with customer service
"The report revealed that, despite misconceptions of robots taking over, consumers still want human interaction while navigating digital assets. What’s more, they don’t expect, nor want technology to replace real people. It’s true consumers are open-minded about using technology like chatbots that save time and make life easier. But they still trust humans to help solve more complex problems and make experiences such as online shopping, filling a prescription or making a bank deposit — more enjoyable."
erp  latest  news  ai  artificial  intelligence  automation  brands  chatbots  customer  service  gartner  human  interaction  research  retail 
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
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
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
Enterprise hits and misses – Oracle OpenWorld blowout coverage as event season hits its final push
"In the latest “Jon feels the road burn” version of hits and misses, he picks the highlights from the week’s biggest shows, the best of the enterprise web, and, as always – your weekly whiffs."
hits  and  misses  professional  services  retail  e-commerce  the  omni-channel  new  it  as  a  service 
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
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
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
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
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
B2B Buyers are changing; we are all publishers now – answering the top audience questions
"Recently I put my content strategy for the B2B buyer to the live test. The audience had some terrific questions. Here's a rundown of the event and the top questions asked - with links to audio."
content  marketing  digital  and  the  new  professional  it  as  a  service 
august 2018 by jonerp
Oracle’s database service offerings could be its last best hope for cloud success
"Salesforce exec Keith Block (who was promoted to Co-CEO just yesterday), worked at Oracle for 20 years before joining Salesforce in 2013. In an interview with TechCrunch in 2016, when asked specifically about the differences between Oracle and Salesforce, he contrasted the two company’s approaches and the challenges a company like Oracle, born and raised in the open prem world, faces as it shifts to the cloud. It takes more than a change in platform, he said."
cloud  enterprise  tc  database  as  a  service  databases  larry  ellison  oracle 
august 2018 by jonerp
Cloud ERP is a non-starter without the right partners – inside FinancialForce’s partner strategy
"I often judge a software vendor by the health of its partner community. At Community Live, FinancialForce gave us the context behind a slew of partner announcements. Here's what they've accomplished since last year - and the challenges ahead."
hcm  and  the  digital  future  of  work  professional  services  new  it  as  a  service 
july 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
Enterprise hits and misses – IT dies and is resurrected, while personalization tries to scale
"This week - a worthy debate about the death and rebirth of IT stems back to Nicholas Carr. Also: the problem of personalization at scale and the Dante's Inferno of ERP. Your whiffs include a brazen GDPR violation and the absurd cure to AI's problems."
crm  and  customer  experience  frictionless  enterprise  hits  misses  the  new  professional  it  as  a  service 
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
How to squander an enterprise media relations day
"Once or twice a year, enterprise media are gather at your user event, eager to write about truly inspiring stories and unexpected news. What could go wrong? A lot, actually. Here's 13 ways to botch it up, presented as satire with snark on the house."
collaboration  sharing  and  digital  productivity  content  marketing  social  the  new  professional  it  as  a  service 
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
Enterprise hits and misses – fighting through digital nightmares; IT does matter after all
"This week - fighting through digital nightmares, and overcoming bad legacy projects. Plus: turns out IT matters after all - but was Nicholas Carr wrong? DevOps is about culture, and Salesforce gets a cloudy report card. Whiffs run from silly to serious."
digital  skills  and  training  transformation  -  frictionless  enterprise  hits  misses  the  new  professional  it  as  a  service 
july 2018 by jonerp
FinancialForce Community Live in review – talking servitization, pros/cons of Salesforce platform and more
"FinancialForce Community Live raised great questions on servitization, platform and go-to-market for us to hash out. After the show, I sat down with Brian Sommer and dissected what we learned. Here is the embedded podcast, along with show notes organized by topic."
cloud  erp  financials  and  supply  chain  platforms  -  infrastructure  architecture  the  new  professional  it  as  a  service  event  reports 
july 2018 by jonerp
McKinsey – the digital skills gap will get worse as cognitive automation intensifies
"The IT skills shortage is a topic notorious for the inflation of hot air. But there is plenty to digest in a new McKinsey report on the impact of automation. The data prompts a digital skills wake up call - but are we up to the task?"
digital  skills  and  training  transformation  -  frictionless  enterprise  hcm  the  future  of  work  new  professional  it  as  a  service 
july 2018 by jonerp
Analytics Are Empowering Next-Gen Access And Zero Trust Security
"Machine learning-based NGA platforms including Centrify calculate a risk score that quantifies the relative level of trust based on every access attempt across an IT infrastructure. NGA platforms rely on machine learning algorithms to continuously learn and generate contextual intelligence that is used to streamline verified user’s access while thwarting many potential threats ― the most common of which is compromised credentials. IT security teams can combine the insights gained from machine learning, user profiles, and contextual intelligence to fine-tune the variables and attributes that calculate risk scores using cloud-enabled analytics services.
business  featured  posts  technology  software  byline=louis  columbus  centrify  analytics  service  next-gen  access  nga  verizon  mobile  security  index  2018  report  zero  trust 
july 2018 by jonerp
FinancialForce Leverages the Power of the Salesforce Platform
"Beyond the Lightning Experience, the Salesforce Platformmakes it possible to quickly and easily deliver microservices in any development language, including Ruby, Java, JavaScript, C++, Python, and Node.js. The result is a “Lego-like” component that can be easily plugged into FinancialForce as an extension without mucking around in the source code of the application, extending the functionality with minimal disruption."
uncategorized  cindy  jutras  cloud  erp  financial  accounting  software  financialforce  mint  platform  as  a  service  psa  saas 
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
Enterprise hits and misses – Buyers are changing, Workday is buying, and the Microsoft – Github debate continues
"This week - Another no-vacation-for-you surprise as Workday buys Adaptive Insights. The B2B buyer is changing faster than sales can keep up, and Microsoft's Github acquisition provokes debate - and a big whiff."
content  marketing  hits  and  misses  open  source  the  new  professional  it  as  a  service 
june 2018 by jonerp
More fun with email filters, from GDPR sanity to smarter enterprise news alerts
"It's Friday and enterprise minds are wandering. How about some fun with GDPR spam and PR embargo absurdity, and how to keep it from your inbox? Plus: illustrated tips on personalizing enterprise news alerts and social link notifications."
content  marketing  digital  skills  and  training  the  new  professional  it  as  a  service 
june 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
The digital skills imperative – RPA and services leaders weigh in
"Without the right talent, digital transformation is a non-starter. But you can't approach digital skills like a checkmark in a box. To unravel that riddle, here's the views of top services and RPA leaders from a spring HfS event."
digital  skills  and  training  transformation  -  frictionless  enterprise  the  new  professional  it  as  a  service 
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
Enterprise hits and misses – retail searches for metrics, cloud BI pushes towards adoption
"Every time I talk to someone about the viability of blockchain, I get challenged to show a real project beyond the obvious bitcoin use case. IBM has been working to build large enterprise projects blockchain and today they offered an irrefutable example that they have dubbed TrustChain, a blockchain that proves the provenance of jewelry by following the supply chain from mine to store."
analytics  planning  and  data  analysis  hits  misses  retail  e-commerce  the  omni-channel  new  professional  it  as  a  service 
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
The missing word that adds new meaning to the definition of XaaS
"When the definition of XaaS, or Everything-as-a-Service, focuses on moving IT to the cloud, it overlooks the disruptive effect of being digitally connected"
cloud  platforms  -  infrastructure  and  architecture  digital  transformation  frictionless  enterprise  it  service  management 
april 2018 by jonerp
How Dell EMC is changing sales culture and results with data, Domo-style
"Getting salespeople to use a new tool is one of the biggest challenges in enterprise software. But Dell EMC's Matthew Coblentz had a plan. Here's how his team is using Domo to change how sales is done - with noteworthy results."
analytics  planning  and  data  analysis  digital  enterprise  in  the  real  world  new  professional  it  as  a  service  use  cases 
april 2018 by jonerp
Robotic process automation practitioners share sixteen hard-won lessons
"The robotic process automation experts at HfS FORA New York City had field lessons galore, and were eager to share. Here's my compilation of the most important RPA project tips and benefits I heard."
digital  skills  and  training  transformation  -  frictionless  enterprise  iot  robotics  ai  machine  intelligence  the  new  professional  it  as  a  service 
march 2018 by jonerp
4 ways to thrive in the robotic age without losing your humanity – an HfS FORA keynote review
"One of the most memorable keynotes of the year came via Tim Leberecht at HfS FORA New York City, which contrasted the robotic age against the need for business romantics. Here's why Leberecht's keynote mattered - and my critique."
digital  skills  and  training  future  of  work  iot  robotics  ai  machine  intelligence  the  new  professional  it  as  a  service 
march 2018 by jonerp
Accenture on why “citizen AI” will fail without rigorous testing for algorithmic bias - by @jonerp
"Accenture sees a bold new age of "citizen AI" ahead. But there's a warning attached: we better get testing right. Here's what Accenture told me about their efforts to root out data and algorithmic bias."
devops  nosql  and  the  open  source  stack  iot  robotics  ai  machine  intelligence  new  professional  it  as  a  service 
march 2018 by jonerp
“Don’t do an ML science experiment” – Mike Salvino on machine learning misconceptions, and what to do about them - by @jonerp #HfSFORA
"Machine learning misconceptions can sink an AI project. That was Mike Salvino's message to the service industry pros at HfS FORA New York City. Here's his ML pitfalls - and how to avoid them."
digital  skills  and  training  iot  robotics  ai  machine  intelligence  the  new  professional  it  as  a  service 
march 2018 by jonerp
How to screw up a vendor analyst day – in 12 simple steps - by @jonerp
"It's Friday, it's raining sludge, and I'm a wee bit cranky. What better topic than how to screw up a vendor analyst day? It's all in satirical fun, but the events here are pulled from real-life. Repeat at your own risk."
digital  skills  and  training  professional  services  the  new  it  as  a  service 
march 2018 by jonerp
Enterprise hits and misses – cyberwarfare gets a wake up call and automation forces a skills review - by @jonerp
"This week: why cyberwarfare needs a truce, and an automation career session from someone who gets it. Plus: AI-driven "coaching networks" and five emerging trends. The whiffs are plentiful - are you ready to get cognified?"
governing  identity  privacy  and  security  hits  misses  iot  robotics  ai  the  new  professional  it  as  a  service 
march 2018 by jonerp
Close the digital skills gap and gain the talent edge – lessons from diginomica’s diversity coverage - by @jonerp
"It's easy for workplace diversity to become a useless, feel good cliché. But there are field lessons and data that should be reckoned with. Here's my review of diginomica's recent diversity coverage."
digital  skills  and  training  diversity  hcm  the  future  of  work  new  professional  it  as  a  service 
february 2018 by jonerp
Oracle pushes onward with the information utility - by @denispombriant
"Oracle launches autonomous PaaS and extensions to its SLA and data center network - another step towards building a dominant information utility."
cloud  platforms  -  infrastructure  and  architecture  it  service  management 
february 2018 by jonerp
State of the cloud 2018 – as public expands, private cloud falls away - by @krmarko
"The latest RightScale State of the Cloud survey shows a rapid rise in enterprise spend on public cloud, notably Azure and AWS, while private cloud declines"
cloud  platforms  -  infrastructure  and  architecture  it  service  management 
february 2018 by jonerp
AI advances up Oracle cloud stack with launch of autonomous PaaS - by @philww
"AI advances up the Oracle cloud stack as autonomous PaaS joins its cloud platform alongside the already launched autonomous database"
cloud  platforms  -  infrastructure  and  architecture  it  service  management  machine  intelligence  ai  ux  application  design 
february 2018 by jonerp
Starbucks places a downpayment on a Blockchain vision - by @whostu
"Starbucks took a long term bet on digital a long time ago. Now attention is turning to the future of payment tech, including securing a role as a trust legitimiser for Blockchain."
customer  service  management  digital  enterprise  in  the  real  world  e-commerce  retail  and  omni-channel  social 
january 2018 by jonerp
FedEx aims to deliver on Blockchain, autonomous vehicles and tougher security - by @whostu
"FedEx's 2017 will be remembered for the TNT cyber-attack, but it's heading into 2018 on growing e-commerce and a lively innovation agenda."
cloud  platforms  -  infrastructure  and  architecture  customer  service  management  digital  enterprise  in  the  real  world  e-commerce  governing  identity  privacy  security 
december 2017 by jonerp
diginomica 2017 – the year according to Dennis - by @dahowlett
"2017 is almost at an end; 2018 is around the corner. In the second of our annual reviews of the highlights of the year, Dennis Howlett offers his personal picks of the best of diginomica 2017. Customer stories feature heavily."
cloud  erp  financials  and  supply  chain  platforms  -  infrastructure  architecture  crm  customer  experience  digital  enterprise  in  the  real  world  transformation  frictionless  governing  identity  privacy  security  hcm  future  of  work  iot  robotics  ai  retail  e-commerce  omni-channel  new  professional  it  as  a  service  ux  application  design  blockchain 
december 2017 by jonerp
ServiceNow CMO – ‘We aren’t a cloud system of record, we’re a cloud system of action’ - by @derek_dupreez
"Cloud vendor ServiceNow has historically struggled to define itself in a market where HR, CRM and ERP rule - but that’s changing."
cloud  platforms  -  infrastructure  and  architecture  crm  customer  experience  it  service  management  the  new  professional  as  a 
november 2017 by jonerp
ServiceMax and GE Digital – a year on. The GE view. - by @dahowlett
"How are things going between GE Digital and ServiceMax a year after GE acquired ServiceMax. Rather well it turns out and with some stand out results, the future looks bright."
analytics  planning  and  data  analysis  customer  service  management  productivity 
november 2017 by jonerp
The Power of (Product) Moments - by @barnes_hank
"Wow experiences are scalable when they are ingrained in the product and service design. Rather than being random acts of “wow”, they become fundamental to the delivery. Since they are designed in the product they may not be totally unexpected, but they’ll still be appreciated."
go-to-market  customer  experience  cx  design  thinking  effortless  moments  of  truth  product  service 
november 2017 by jonerp
ServiceNow drills down on mobile, government and the compulsory AI - by @whostu
"ServiceNow has expanded from ITSM into HCM and customer service management. Government, mobile and AI are big agenda items now."
customer  service  management  digital  government  and  public  services  hcm  the  future  of  work  iot  robotics  ai  it  machine  intelligence 
october 2017 by jonerp
The rising importance of intelligent automation
"Philip van der Wilt, EMEA VP and GM, ServiceNow, explains that the future isn't a binary human or robot world, it will be a fusion between robots and people."
digital  government  and  public  services  iot  robotics  ai  it  service  management  machine  intelligence  partner  zone  servicenow 
october 2017 by jonerp
No Grumpy Humans and Other Site Reliability Engineering Lessons from Google
'It’s about building credibility for the long term. That’s the fundamental element that makes the SRE role work, she told New Relic’s Matthew Fleming, in a talk about what others may learn from her SRE experience at Google. “You really won’t get anywhere with a product development software engineering team if you walk in there and say, ‘You’re doing A, B, and C wrong, like you must fix this,’” she said."
analysis  case  study  events  top  stories  futurestack  2017  google  service  level  agreements  objectives  shadow  it  site  reliability  engineering 
october 2017 by jonerp
IFS joins Salesforce Ohana
"The announcement comes as a slight surprise but is no doubt in part due to the presence on the board of Craig Conway. Conway joined the IFS board in August 2016 but has been a member of the Salesforce board since 2005. It suddenly brings another potential acquisition ERP target for Salesforce into play. There is little information available about how deep the integration with Sales Cloud is but it will be interesting to see whether IFS build other interfaces."
erp  homepage  slider  latest  news  appexchange  bi  cloud  field  service  management  fsm  ifs  salescloud  salesforce 
october 2017 by jonerp
How Workday Bridges the Gap between Amazon and OpenStack
"“What I will strongly recommend is to build something,” Magana advised. “I keep calling it ‘middleware,’ but something that abstracts the back-end platform, your pipeline system, from the way to deliver your application artifact to production. I strongly recommend that.”

It is nothing like Aporeto’s CEO described it: succumbing to the relentless will of a monopolistic beast with its sights set on world domination. If anything, Workday’s strategy is a do-it-yourself program for making global public cloud deployment viable for an organization that is not, and may not ever be, rooted there to begin with."
case  study  technology  top  stories  amazon  ec2  container  service  web  services  aws  re:invent  2016  chef  continuous  integration  and  deployment  gerrit  jenkins  middleware 
october 2017 by jonerp
Claim you listen to customers? Then do a live feedback session at your next enterprise event - by @jonerp
""We listen to our customers." Yeah? So why not put on a live customer feedback session in front of your entire event. Here's some lessons from how Domo pulled it off."
analytics  planning  and  data  analysis  crm  customer  experience  service  management 
october 2017 by jonerp
Microservices: Terribly Named, Ambiguously Defined
"For a profession that stresses the importance of naming things well, we’ve done ourselves a disservice with microservices. The problem is that that there is nothing inherently “micro” about microservices. Some can be small, but size is relative and there’s no standard of unit of measure across organizations. A “small” service at one company might be one million lines of code while far less at another."
analysis  contributed  op-ed  top  stories  architecture  buttercms  martin  fowler  microservices  service  oriented 
october 2017 by jonerp
Letting Your Customers Tell Your Story - by @barnes_hank
"But, when validation of service comes from your customers, it is immediately more credible. The volume of stories in the Mimecast piece is impressive. They had many many customers who were willing to invest their time to create stories about their experience. And the only thing Mimecast had to do was basic editing and layout."
go-to-market  advocacy  marketing  case  studies  customer  experience  service  validation  hpe  mimecast 
september 2017 by jonerp
London’s Uber ban – turning the city’s back on innovation and the ‘gig economy’? - by @whostu
"Uber is banned from the streets of London. What does this say about the UK capital's pre-Brexit attitude to innovation and the role of the 'gig economy' at a time when it's trying to attract tech inward investment?"
customer  service  management  e-commerce  future  of  work  regulation 
september 2017 by jonerp
PR is changing fast – and the authors of Startupland would know - by @jonerp
"I have bones of contention with PR. Two PR pros just wrote a book on PR called Startupland. What could go wrong? Check our debate on press releases, content, and tech differentiation."
content  marketing  digital  and  the  new  professional  it  as  a  service 
august 2017 by jonerp
Enterprise hits and misses – automating deep learning and handling software audits - by @jonerp
"This week: why automating deep learning matters, and how to hedge against software audits. Plus: the omni-channel blues. Your whiffs include the most unflattering tech headlines of the week."
hits  and  misses  iot  robotics  ai  machine  intelligence  the  new  professional  it  as  a  service 
august 2017 by jonerp
A new service model - by @denispombriant
"Almost half (45 percent) of consumers surveyed say they would be interested in trying mobile apps that offer live customer support. That’s important because it suggests a need that’s not being met at the moment. Too often the tendency with mobile apps is to assume they’re intuitive because, hey, they’re on a mobile device, right?"
crm  embedded  service  survey 
august 2017 by jonerp
How Allstate Unleashes Developer Creativity Globally
"When Allstate began embracing lean and agile ways of developing new customer experiences with cloud applications, unsurprisingly, the approach it took was unique. Rather than starting in one location and rolling out its new modus operandi location by location, it leveraged its global presence to devise new methods of keeping disparate teams in sync, collaborating, and participating in the company’s transformation together."
contributed  culture  top  stories  agile  transformation  allstate  cloud  foundry  compozed  labs  platform  as  a  service 
july 2017 by jonerp
Computer Economics data shows IT spending optimism amidst tight budgets and disruptive tech - by @jonerp
"Computer Economics just issued a somewhat upbeat report on IT spending. However, I see some storm clouds, so I dug into the findings with Computer Economics' Frank Scavo."
cloud  platforms  -  infrastructure  and  architecture  digital  skills  training  the  new  professional  it  as  a  service 
july 2017 by jonerp
Content curation is about moving from noise to context - by @jonerp
"Content curation is a lot more than just hitting the retweet button. Here's some answers to questions I've gotten about the value of curation, and some companies doing it right - or not."
content  marketing  digital  and  skills  training  the  new  professional  it  as  a  service 
june 2017 by jonerp
Progress Report - Unit4 Analyst Summit - New Achitecture and Deep Verticals - by @holgermu
"On the concern side Unit4 has its hands full. New platform, Business World On almost completely on it, new acquisitions to integrate and a new value proposition for customers. The good news for customers is that Unit4 is almost out the tunnel… It would be well advised to find a more aggressive go to market in North America in regards of its ERP products. More competition is good for customers and markets. And modern offerings are only modern … for so long."
constellation  research  erp  fp&a  futurist  higher  education  holger  mueller  nextgenapps  psa  service  industries  trusted  advisor  unit4 
june 2017 by jonerp
Tone at the Top – Aaron Roe Fulkerson, CEO MindTouch on strong cultural pillars - by @dahowlett
"How does leadership maintain a winning culture when it is in hyper growth mode? Aaron Roe Fulkerson, CEO MindTouch offers his perspective."
customer  service  management  productivity  tone  at  the  top 
june 2017 by jonerp
Oracle’s Cloud Journey… Accelerated - by @erp_cindyjutras
"However, in order to meet its goal of being the first to reach $10 billion in cloud revenue, it will have to continue its momentum of adding new customers, but will likely need a good portion of that revenue to come from transitioning its own on-premise installed base to the cloud. Before that happens, those customers will need to see the value of the move and be confident that Oracle is the best choice to get them there."
erp  cloud  daas  iaas  larry  ellison  mark  hurd  mint  jutras  netsuite  oracle  paas  saas  software  as  a  service 
may 2017 by jonerp
.@ServiceNow CEO John Donahoe: ‘We are filling the enterprise white spaces’ - by @derek_dupreez
"The new CEO of ServiceNow talks about the need to rethink enterprise IT in a way that delivers experiences, driven horizontally across the organisation."
cloud  platforms  -  infrastructure  and  architecture  it  service  management 
may 2017 by jonerp
ServiceNow CEO hits his 49th day in the job and speaks about digital’s dirty secret - by @derek_dupreez
"CEO John Donahoe took to the stage at the company’s annual Knowledge event in Orlando this week to discuss plans for the future of ServiceNow."
digital  transformation  -  frictionless  enterprise  it  service  management  the  new  professional  and  as  a 
may 2017 by jonerp
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