October 26, 2017
Blogs
October 23, 2017
Cisco Buys BroadSoft: The Best Defense is Offense
By Jim Lundy (Aragon Research) – Today, Cisco announced it is buying UCC provider BroadSoft for roughly U.S. $1.9 Billion. There are multiple reasons for this move, and while some of them are defensive, that's not a
September 28, 2017
Microsoft Teams Replaces Skype for Business
By Jim Lundy (Aragon Research) – At the Microsoft Ignite conference this week in Orlando, Microsoft finally confirmed what had long been rumored: Microsoft Teams is replacing Skype for Business. It isn't that the
September 26, 2017
Understanding Three Prevalent Types of Customer Centric Cultures
By Jim Sinur (Aragon Research) – What does a customer centric culture really look like? This blog will explore three major types of customer centric cultures: community based, chameleon based, and commodity based. A
September 19, 2017
Making the Case for Customer Journey Mapping: Two Approaches
By Jim Sinur (Aragon Research) – Some organizations believe investing in customer journey mapping includes buying technology—to assist in creating and maintaining the best customer journeys for a variety of custom
September 13, 2017
Three Key Success Factors to Transform Your Customer Experience
By Jim Sinur (Aragon Research) – Are you proud of your customer experience? Most top executives are not! According to a recent Harvard Business Review Analytic Services study with in-depth interviews involving 68
September 6, 2017
Three Ways to Future Proof Your Customer Experience
By Jim Sinur (Aragon Research) – In this competitive digital marketplace, it's becoming more and more difficult to obtain 'customers for life.' In order to maximize the lifetime value of a customer, you have to be pVMworld 2017: Cloud, Partners, Security, and Workspace One
By Jim Lundy (Aragon Research) – I attended VMworld 2017 in Las Vegas and have to say it was one of the best VMworlds in recent memory. Clearly, cloud messaging was in the air and even the partner landscape started
August 29, 2017
The Secret to Creating Excellent Customer Journeys
By Jim Sinur (Aragon Research) – Does your organization designate the touchpoints around how your customers should interact with your systems and your employees? While this approach is common among enterprises, i
August 28, 2017
Board Wars: Why Uber’s New CEO Won’t Last 24 Months
By Jim Lundy (Aragon Research) – Yesterday, Uber announced its new CEO Dara Khosrowshahi, who has been running and growing Expedia for a number of years. Khosrowshahi will now be challenged with fixing the multitude
August 23, 2017
How Demolishing Silos Will Improve the Customer Journey
By Jim Sinur (Aragon Research) – Every organization practices some degree of labor and skill specialization because of the limits of what people can do, what organizations of people can do, and system constraints. T
August 22, 2017
Allego Challenges Brainshark and CallidusCloud in Sales Training
By Jim Lundy (Aragon Research) – Allego, based in Needham, Massachusetts, focuses on developing a mobile-first video sales learning platform. It had a strong first half of 2017, displaying a growing demand for video
August 16, 2017
Week in Tech: Apple, FrontSpin, Orion Labs, Zoom
By Jim Lundy (Aragon Research) – Last week was a busy week in tech. This blog provides a summary of the Tech Titans prepping for fall launches and startups who are trying to make their mark. Apple Preps for the iPhLeverage Robotic Process Automation Bots and BPM for Success
By Jim Sinur (Aragon Research) - Today, Robotic Process Automation (RPA) bots hold the exciting promise of replacing low level tasks initially and assisting human activity in the future. At the same time, Business
August 9, 2017
Three Ways to Use Robotic Process Automation in Your Enterprise
By Jim Sinur (Aragon Research) – Hiring consultants or temps has been a proven way for enterprises to add additional support to address workplace challenges, problems, or to balance out the workload. Today, enterprise
August 2, 2017
Nuxeo Preps for Growth, Adds Chris McLaughlin as CMO
By Jim Lundy (Aragon Research) – OpenText’s loss is Nuxeo’s gain. When Dell EMC announced last September that it was selling its EMC Division to OpenText, it was clear that not all the Documentum executive
August 1, 2017
Three Major Types of Intelligent Bots to Use Now and in the Future
By Jim Sinur (Aragon Research) – Organizations have a number of sources for productivity, but bots look to be one of the most promising. While customer service-friendly bots are often the first off the launchpad, the
July 25, 2017
Three Types of AI to Leverage at the Customer Experience Level
By Jim Sinur (Aragon Research) - In the race to become a fully digital business, organizations have been taking advantage of better emerging methods and technologies applied to customer interactions, operational proCisco Flips a Switch, Pivots to Software and Security
By Jim Lundy (Aragon Research) –A funny thing happened at Cisco Live 2017 - Cisco made a pivot to Software. We're not talking Collaboration, as Cisco has done that for years. Cisco announced what it calls Intent-based
July 19, 2017