You are probably thinking – she just released the ITSM Implementation Service Providers Wave for North America a few weeks ago with a blog, why didn’t she bring up the partnership story then? Because picking the right partner for ITSM SaaS is just as important as picking an implementation service provider for success. Everyone knows that when you pick a SaaS provider, they are responsible for the delivery operations of that service. But I find clients who know very little about what the delivery capabilities are for the ITSM SaaS vendors and in the past we did not have a method of highlighting the differences between delivery capabilites. In the newly released Forrester Wave: ITSM SaaS Delivery Capabilities report, I take the 10 vendors we have classified as having an “established” client base in the Market Overview: IT Service Management SaaS Tools Update, 2014 report and applied 30 evaluation criteria to detail these differences.
(1) Rapidly improving their mobile services. Yes, this is now true of many banks around the world, but its especially true in Australia. Following our reviews, CommBank announced updates to its app that would move the bank from 64 out of 100 to 69 out of 100, and up from 14th place globally, based on our reviews of 32 banks across 11 countries, to joint 7th. Westpac has already migrated 1.2 million customers to its new web based platform, which would move the bank from 62 to 77 out of 100, and 2nd place overall in our global reviews, up from 16th. These are dramatic positional swings in a very short period of time.
While it isn’t as big a market as China (or even India) and may have a higher cost of living, which can make establishing a beachhead there expensive, Australia has significant enough similarities to the western world — a well-educated populace, a high income citizenship and desire for new technologies and innovations — to make success here far easier. And if you are doing ROI calculations around this decision, it has a key advantage over its Asian peers: higher acceptance of cloud services.
How does greater cloud-readiness translate into higher ROI? Because your company can leverage cloud-based services to reach and serve Australian customers faster, cheaper, and with a better economic model that maximizes the profitability of crossing shores. And in our latest Forrester report, we show you how Australian companies are using the cloud and achieving success through this activity.
Over the past 12 months, we did not observe any new, viable emerging retail technologies, but rather an escalation in hype and some enhancements in the already-existing digital technologies plotted on the 2013 Hype Cycle. Perhaps we are in a period of calm before the “digital business” storm, so retailers should capitalize on this opportunity to consolidate applications, such as master data management, master content management, and customer order and fulfillment management, because these technologies will form the foundational backbone of retailers’ application portfolios in current and future retail business models.
Fast movers along the hype cycle included Retail 3D Printing and Retail Mobile Shopping (Nonpayments). Gartner clients can read more about these and other retail trends. Here are just a few important research pieces in addition to the hype cycle:
- Predicts 2014: Digitalization in Retail Means M-Commerce Grows, E-Commerce Slows, Personalization Misfires and 3D Printing Transforms
- Cool Vendors in Retail, 2014
- Survey Analysis: Mobile Real-Time, Personalized Offers Will Fail Without Transparency of Intent and Multichannel Consumer Insight
- Business Moment: Using a Paint Purchase to Sell Laundry Detergent
- Top Retail Business and Technology Trends
- Survey Analysis: Continuous Loop Merchandise Feedback Programs Require Responses and Rewards for Customers
From Hilton’s perspective, the business benefits could be substantial: Driving loyalty and active preference for Hilton hotels; better customer satisfaction and customer experience scores; and up-sell to more services. For example, at check-in, promotions for room upgrades can be presented right on the user’s smartphone, potentially increasing the chance of acceptance.
Disney's MagicBand: A $1 Billion Technology Investment In Customer Experience
Yet it’s not just Hilton – nor just smartphones – at play here. Starwood is rolling out similar functionality in its apps for W Hotels and aloft. Other mobile solutions employ wearable technologies in “B2B2C” scenarios – i.e. instances in which the company provides the wearable tech to customers: