Thursday Sep 20, 2012
Wednesday Sep 19, 2012
By Michael Snow on Sep 19, 2012
Why engagement matters in an era of customer experience
R "Ray" Wang
Principal Analyst & CEO, Constellation Research
Mobile enterprise, social business, cloud computing, advanced analytics, and unified communications are converging. Armed with the art of the possible, innovators are seeking to apply disruptive consumer technologies to enterprise class uses — call it the consumerization of IT in the enterprise. The likely results include new methods of furthering relationships, crafting longer term engagement, and creating transformational business models. It's part of a shift from transactional systems to engagement systems.
These transactional systems have been around since the 1950s. You know them as ERP, finance and accounting systems, or even payroll. These systems are designed for massive computational scale; users find them rigid and techie. Meanwhile, we've moved to new engagement systems such as Facebook and Twitter in the consumer world. The rich usability and intuitive design reflect how users want to work — and now users are coming to expect the same paradigms and designs in their enterprise world.
Ray is a prolific contributor to his own blog as well as others. For a sneak peak at Ray's thoughts on engagement, take a look at this quick teaser on Avoiding Social Media Fatigue Through Engagement
Or perhaps you might agree with Ray on Dealing With The Real Problem In Social Business Adoption – The People!
For a daily dose of Ray - follow him on Twitter: @rwang0
But MOST IMPORTANTLY.... Don't miss the opportunity to join leading industry analyst, R "Ray" Wang of Constellation Research in the latest webcast of the Oracle Social Business Thought Leaders Series as he explains how to apply the 9 C's of Engagement for both your customers and
Tuesday Sep 18, 2012
By Michael Snow on Sep 18, 2012
Monday Sep 17, 2012
By Michael Snow on Sep 17, 2012
This week we’ll be looking at the ever evolving topic of systems of engagement. This topic continues generating widespread discussion around how we connect with businesses, employers, governments, and extended social communities across multiple channels spanning web, mobile and human face to face contact.
Earlier in our Social Business Thought Leader Webcast Series, we had AIIM President John Mancini presenting "Moving from Records to Engagement to Insight" discussing the factors that are driving organizations to think more strategically about the intersection of content management, social technologies, and business processes. John spoke about how Content Management and Enterprise IT are being changed by social technologies and how new technologies are being used to drive innovation and transform processes along and what the implications of this transformation are for information professionals. He used these two slides below to illustrate the evolution from Systems of Record to Systems of Engagement.
The AIIM White Paper is available for download from the AIIM website.
Later this week (09/20), we'll have another session in our Social Business Thought Leader Webcast Series featuring R “Ray” Wang (@rwang0) Principal Analyst & CEO from Constellation Research presenting: "Engaging Customers in the Era of Overexposure"
More info to come tomorrow on the upcoming webcast this week.
In the spirit of spreading good karma - one of the first things that came to mind as I was thinking about "Engagement" was the evolution of the Marriage Proposal. Someone sent me a link to this link a couple of months ago and it raises the bar on all proposals. I hope you'll enjoy!
Friday Sep 14, 2012
Thursday Sep 13, 2012
Wednesday Sep 12, 2012
Tuesday Sep 11, 2012
By Michael Snow on Sep 11, 2012
Q: What’s your current role and what career path brought you here?
J.O.: I'm currently a partner and one of the founding team members at Altimeter Group. I'm currently the Research Director, as well as wear the hat of Industry Analyst. Prior to joining Altimeter, I was an Industry Analyst at Forrester covering Social Computing, and before that, deployed and managed the social media program at Hitachi Data Systems in Santa Clara. Around that time, I started a career blog called Web Strategy which focused on how companies were using the web to connect with customers --and never looked back.
Q: As an industry analyst, what are you focused on these days?
J.O.: There are three trends that I'm focused my research on at this time: 1) The Dynamic Customer Journey: Individuals (both b2c and b2b) are given so many options in their sources of data, channels to choose from and screens to consume them on that we've found that at each given touchpoint there are 75 potential permutations. Companies that can map this, then deliver information to individuals when they need it will have a competitive advantage and we want to find out who's doing this. 2) One of the sub themes that supports this trend is Social Performance. Yesterday's social web was disparate engagement of humans, but the next phase will be data driven, and soon new technologies will emerge to help all those that are consuming, publishing, and engaging on the social web to be more efficient with their time through forms of automation. As you might expect, this comes with upsides and downsides. 3) The Sentient World is our research theme that looks out the furthest as the world around us (even inanimate objects) become 'self aware' and are able to talk back to us via digital devices and beyond. Big data, internet of things, mobile devices will all be this next set.
Q: People cite that the line between work and life is getting more and more blurred. Do you see your personal life influencing your professional work?
J.O.: The lines between our work and personal lives are dissolving, and this leads to a greater upside of being always connected and have deeper relationships with those that are not. It also means a downside of society expectations that we're always around and available for colleagues, customers, and beyond. In the future, a balance will be sought as we seek to achieve the goals of family, friends, work, and our own personal desires. All of this is being ironically written at 430 am on a Sunday am.
Q: How can people keep up with what you’re working on?
J.O.: A great question, thanks. There are a few sources of information to find out, I'll lead with the first which is my blog at web-strategist.com. A few times a week I'll publish my industry insights (hires, trends, forces, funding, M&A, business needs) as well as on twitter where I'll point to all the news that's fit to print @jowyang. As my research reports go live (we publish them for all to read --called Open Research-- at no cost) they'll emerge on my blog, or checkout the research tab to find out more now. http://www.web-strategist.com/blog/research/
Q: Recently, you’ve been working with us here at Oracle on something exciting coming up later this week. What’s on the horizon?
J.O.: Absolutely! This coming Thursday, September 13th, I’m doing a webcast with Oracle on “Managing Social Relationships for the Enterprise”. This is going to be a great discussion with Reggie Bradford, Senior Vice President of Product Development at Oracle and Christian Finn, Senior Director of Product Management for Oracle WebCenter. I’m looking forward to a great discussion around all those issues that so many companies are struggling with these days as they realize how much social media is impacting their business. It’s changing the way your customers and employees interact with your brand. Today it’s no longer a matter of when to become a social-enabled enterprise, but how to become a successful one.
Q: You’ve been very actively pursued for media interviews and conference and company speaking engagements – anything you’d like to share to give us a sneak peak of what to expect on Thursday’s webcast?
J.O.: Below is a 15 minute video which encapsulates Altimeter’s themes on the Dynamic Customer Journey and the Sentient World.
I’m really proud to have taken an active role in the first ever LeWeb outside of Paris. This one, which was featured in downtown London across the street from Westminster Abbey was sold out. If you’ve not heard of LeWeb, this is a global Internet conference hosted by Loic and Geraldine Le Meur, a power couple that stem from Paris but are also living in Silicon Valley, this is one of my favorite conferences to connect with brands, technology innovators, investors and friends.
Altimeter was able to play a minor role in suggesting the theme for the event “Faster Than Real Time” which stems off previous LeWebs that focused on the “Real time web”. In this radical state, companies are able to anticipate the needs of their customers by using data, technology, and devices and deliver meaningful experiences before customers even know they need it. I explore two of three of Altimeter’s research themes, the Dynamic Customer Journey, and the Sentient World in my speech, but due to time, did not focus on Adaptive Organization.
Oracle WebCenter is the center of engagement for business—powering
exceptional experiences for customers, partners, and employees. It connects
people, process, and information with the most complete portfolio of portal,
Web experience management, content, imaging and collaboration technologies.
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