From culture to communication: Why the success of your ITIL initiative depends on many factors

One of the world's most famous (or infamous) structural frameworks for process and communication management is ITIL. ITIL often is used to generate results in a service-oriented organisation. ITIL benefits frequently cited include improved customer and user satisfaction, as well as increased service-orientation for IT staff. ITIL can increase professional standards by implementing best practices for specific processes, reducing costs, and clarifying organisational...

By Ron van Haasteren, 01 November 2019, 0 comments. Categories: Collaboration, Data & Analytics, Employee Education, Employees, Marketing.

Are CIOs investing in the right technology to manage the next phase of digital transformation?

Have you noticed that your digital transformation projects are getting shorter in implementation periods? How often have you discovered a new technology that could change the outcome of what you are doing midway through a project, when it wasn’t available at the outset? Are you increasingly nervous of your competitors stealing a march on you in the race to transform?

I don’t expect...

By Neil Lonergan, 01 August 2019, 0 comments. Categories: Applications, CIO, IoT, Marketing.

Humanising automation: Understanding the five senses of artificial intelligence

In reality, AI's true potential can only be realised when organisations approach it like a portfolio of technologies, with different attributes, that work together to optimise operational efficiency whilst delivering better service levels and improving the customer and user experience.

This concept of a portfolio of technologies working together can be illustrated further by what I refer to...

By Christopher Stancombe, 10 May 2019, 0 comments. Categories: Applications, Data & Analytics, IoT, Marketing, Productivity.

10 ways AI and machine learning are revolutionising omnichannel

Disney, Oasis, REI, Starbucks, Virgin Atlantic, and others excel at delivering omnichannel experiences using AI and machine learning to fine-tune their selling and service strategies. 

AI and machine learning are enabling omnichannel strategies to scale by providing insights into the changing needs and preferences of customers, creating customer journeys that scale, delivering consistent experiences.

For any omnichannel strategy to succeed, each customer touchpoint needs to be orchestrated as part of an overarching customer...

By Louis Columbus, 12 March 2019, 0 comments. Categories: Applications, Employees, Marketing.

Why Amazon is the almost perfect marketplace for the Fortune 100

Chief procurement officers (CPOs), key people who decide where and how to spend a company’s budget, have a front row seat to the unnerving trend of employees flocking to Amazon to buy what they need for work with little or no regard to policy. The allure is just too great compared to the alternative - corporate purchasing software with comparatively terrible UX.

While some company...

By Christian Lanng, 29 November 2018, 0 comments. Categories: CIO, Enterprise Mobility, Marketing, Productivity.

10 charts that will change your perspective of Amazon Prime’s growth

  • 70% of Americans with incomes of $150,000 or more who shop online have Amazon Prime memberships
  • Amazon Prime international customers will grow at a 56% compound annual growth rate (CAGR) between 2016 to 2018
  • Amazon shipped more than 5 billion items in 2017 with Prime worldwide
  • By 2022 there will be 56 million Amazon Prime Video subscribers in the U.S., and 122 million worldwide

Net Sales at Amazon reached $177.9bn in 2017, a 31% increase from $136bn in 2016 and 

By Louis Columbus, 19 March 2018, 0 comments. Categories: CIO, Marketing, Mobile Analytics.

How to get the most out of your CRM system – and keep your customers from the brink

Acquiring new customers requires investing significant time and money, so it’s always more prudent to make every effort to keep the ones you have. Even a modest improvement in customer retention can significantly help grow your business.

You probably have all the tools you need in your CRM system, but it’s possible that your employees aren’t using the system fully. Perhaps they think the system doesn’t make their job any easier, or the data is unreliable.

Here are five pointers to...

By Stephan Romeder, 07 March 2018, 0 comments. Categories: CIO, Employees, Marketing, Productivity.

How banking, manufacturing and telecoms will spend their ICT budgets in 2018

Global ICT spending will hit almost $4 trillion (£2.8tn) in 2018 according to IDC – and while the consumer market will have the largest share, major investments will take place in the manufacturing, banking, and professional services spaces.

The consumer market will account for $1.5tn in ICT spending in 2018, IDC added, but on the industrial side, banking, discrete manufacturing, telecommunications and professional services will be the four largest industries for spending. Banking will be the...

By Enterprise CIO, 02 February 2018, 0 comments. Categories: CIO, Data & Analytics, Marketing, Mobile.

MobileIron and Google Cloud partner on enterprise cloud services for operators

Enterprise mobility management (EMM) provider MobileIron and Google Cloud have announced they are to collaborate on a new end-to-end platform for enterprise cloud services.

The two companies will combine Orbitera, a cloud commerce platform which Google Cloud acquired in 2016, with MobileIron’s app distribution, security, and analytics. The proposed result will be aimed at operators and enterprises, with potential features including customised bundles and customised branding.

As MobileIron sees it, the...

By James Bourne, 30 January 2018, 0 comments. Categories: Enterprise Mobility, Marketing, Security.

IDC forecasts global digital transformation spending to hit almost $1.3 trillion in 2018

Global spending on digital transformation technologies, such as hardware, software and services, is expected to grow at a CAGR rate of 17.9% between now and 2021, according to new analysis from IDC.

Worldwide spending on DX technologies is expected to be nearly $1.3 trillion in 2018, marking an increase of 16.8% over the $1.1 trillion spent in 2017.

A major part of DX spending in 2018, amounting to $662 billion, will be used for enhancing existing technologies that support new or expanded operating models as...

By Enterprise CIO, 19 December 2017, 0 comments. Categories: CIO, Enterprise Mobility, Marketing.

Dreamforce 2017 shows progress in Salesforce's push into AI

Company steps up investment in Einstein platform

A few weeks ago, I had the pleasure of attending Salesforce's annual Dreamforce event in San Francisco. The event saw an astonishing 170,000 attendees, made up of customers, partners and members of the Salesforce community.

Salesforce is firing on all cylinders at the moment following a monster quarter in which revenue grew 25 percent, making it the fastest enterprise software company to reach $10 billion in annual revenue.

One of the most interesting areas...

By Nicholas McQuire, 06 December 2017, 0 comments. Categories: App Platforms, Collaboration, Marketing.

Why companies investing in AI today should expect a revenue spike by 2020

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Organisations investing in artificial intelligence (AI) anticipate a 39% revenue rise by 2020, while faster growing firms are more likely to be further ahead in their AI initiatives, according to a new study from IT consulting firm Infosys.

The survey, which polled 1,600 senior business decision makers at large organisations globally, found that alongside the revenue rise, businesses which forge ahead with AI will expect a 37% reduction in costs by 2020. More than three quarters...

By James Bourne, 17 January 2017, 0 comments. Categories: Collaboration, Marketing, Productivity.

Are you marketing your apps to employees in the right way?

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A few months ago, we discussed an interesting idea: in your enterprise, you don’t have users—you have “internal customers.” In other words, rather than treating employees as users who must use your app, you should think of them as customers—people with different choices who should use your app because they want to.  

That idea has been kicking around a lot in our heads recently, so we thought we’d...

By App47, 03 October 2016, 0 comments. Categories: Applications, Employee Education, Employees, Enterprise Mobility, Marketing.

Mobility matters: How managed mobility relates to the finance department

Too often, enterprises mix up managed mobility services (MMS) and telecom expense management (TEM) as one and the same. It can be confusing for finance departments because they understandably focus on cost savings potential above all else. Since MMS includes expense management as part of its services offering, enterprise mobility confusion can occur.  However, MMS gives finance the tools to take control of spend and other departments tons of additional benefits.

An MMS partner should implement cross...

By MOBI, 10 August 2016, 0 comments. Categories: Employees, Enterprise Mobility, Marketing.

Why the Salesforce acquisition of Quip impacts the future of collaboration

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Opinion In case you missed it earlier this week, Salesforce has continued its acquisition spree, purchasing Quip for $582 million (£440m) – or $750m if you include cash incentives. That may seem like a staggering sum to pay for a four-year-old 40-person startup, but not when you consider what’s at stake: ownership of the CRM and collaboration market.  

The deal is not only a shot across...

By Alex Gorbansky, 05 August 2016, 0 comments. Categories: Collaboration, Marketing, Mobile, Productivity.

Salesforce acquires Quip for $582m: What happens from here?

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Cloud software giant Salesforce has agreed to acquire Quip, an enterprise collaboration software provider, for around $582 million (£440m) of company stock.

San Francisco-based Quip, which is led by former Facebook CTO Bret Taylor and Google App Engine founder Kevin Gibbs, offers a plethora of methods to reimagine Outlook, Word, and more. One of the firm’s key concepts,

By James Bourne, 02 August 2016, 0 comments. Categories: Cloud , Collaboration, Marketing, Productivity.

No longer science fiction: How VR is infiltrating the business landscape

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A year ago, judging the future based only on what we could see, we would probably have concluded that virtual reality (VR) would, for the foreseeable future stay within the realm of gaming and retail, rather than breaking out into the mainstream.

However, with funding for VR having reached around $3-3.5 billion in 2014, interest in virtual reality is now gaining momentum. Innovative companies incorporate it into their processes; from the world’s first operation streamed globally through

By Chris Lawrence, 18 July 2016, 0 comments. Categories: Enterprise Mobility, IoT, Marketing, Wearables.

Digital transformation key but strategy unclear, argues research

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A new piece of research released by IFS – the enterprise software provider rather than the financial institute – argues that while the vast majority of enterprises are keen on pursuing a digital transformation strategy, two in five don’t know how to go about it.

86% of the almost 500 senior decision makers across a variety of industries including manufacturing, automotive and energy argued digital transformation would play a key role in their market, yet 40% do not...

By James Bourne, 11 July 2016, 0 comments. Categories: CIO, Employees, Marketing, Productivity.

The future of service management: A leadership manifesto

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Benjamin Franklin once said, “Tell me and I forget. Teach me and I remember. Involve me and I learn.” A pillar of the United States and a foundation of the very civilisation in which we live, Franklin was an innovator, a person who helped us live within our current time. He was a businessman and an entrepreneur, and he understood the requirements of service to others, even those people within his own organisation: “As we enjoy great advantages from the invention of others,...