Ian Truscott

Your Website – Your Customer Service Agent

October 12, 2010October 12, 2010Observations, The Engagement Tierartificial intelligence, Business, Consumer behaviour, Customer engagement, Gerry McGovern, Intelligence, Intelligence analysis, Marketing, Seth Godin;, Social Media, Social Web, Web Engagement, web engagement objectives, web experience

I’m doing some work for a new client, who look at optimizing customer service across multiple channels using, rather interestingly – artificial intelligence. In my research on this I find myself observing an interesting convergence with

On Shanty Towns, Bulldozers, Cats and Website Consolidation…

September 21, 2010September 21, 2010Content Management, GilbaneComputing, Content Management, Digital media, Google;, Scott Liewehr, United Kingdom;, United States;, web content;, Websites, World Wide Web

This blog post is inspired by an excellent conversation I had with my colleague Scott Liewehr a few days ago, about the challenges of managing multiple sites – that ended with the comment “that sounds

Engaging Clouds

September 8, 2010September 8, 2010Observations, The Engagement TierBusiness, Cloud computing, Computing, Customer engagement, digital marketer, Gilbane Group, information technology, Marketing, Mary Laplante, Robert Rose, Software as a service, Web Engagement, web experiences

I was delighted to recently be asked to comment on a paper by Robert Rose over at Big Blue Moose as he dives into the waters of analysis and research with his first paper –

First Gilbane Paper and Dirty Plates

September 6, 2010September 6, 2010Content Management, GilbaneContent Management, Content Management Systems;, content publisher, content technology implementations, Web content management system

August has been a busy month, hence this neglected blog – but I have been unchained from my desk as I am pleased to say that my first paper for Gilbane has been published. In

Into the Engagement Tier…

July 30, 2010July 30, 2010Gilbane, The Engagement Tieranalyst, application server infrastructure, campaign management, Content Management, Content Management Systems;, content management/delivery applications, decoupled systems, Facebook;, Josh Bierhof, Twitter;, web analytics;, web content delivery, web destinations, web site centric world, YouTube

This article was originally published on the Gilbane Blog back in July 2010, when I was an analyst there. That blog has now changed hands and many of the posts removed I wanted to preserve

Day and Omniture to be married – Adobe to pay for the wedding

July 28, 2010July 28, 2010Observations, The Engagement Tier

Alright, hands up who didn’t approach the Adobe acquisition of Omniture with some puzzlement and surprise? Well, now it’s making sense as these proud parents arrange the wedding of their blushing analytics bride to a

Taking the W out of CMS?

June 24, 2010June 24, 2010The Engagement TierAndroid, application server infrastructure, Content Management, Content Management Systems;, Facebook;, iPad, iPhone, Josh Bierhoff, Technology_Internet, Twitter;, web destinations, Web Engagement, web experience, web site centric world

Next in my occasional series where I refer to a different to letter to the one in a TLA (after discussing the R in ECM) – I wondering if it’s time we took the W

Yes, but what does it do?

June 8, 2010June 8, 2010ObservationsHuman Interest

I was in a briefing call today by a large software vendor, it wasn’t a one to one briefing there were a few of us on the call – I am not going to say

Just Read: The Tipping Point

June 1, 2010June 1, 2010Booksauthor, Business, Malcolm Gladwel, Malcolm Gladwell, Seth Godin;, Sociology books, The Tipping Point, Tipping point

In a departure from my normal waffle, I wanted to share a book I’ve just read “The Tipping Point” by Malcolm Gladwell, that I’ve come to very late – it was first published ten years

Things I Learned at Gilbane San Francisco

May 28, 2010May 28, 2010ObservationsAndrew McAfee, Content Management, content technologies, Gilbane analyst, Industry Analyst, Melissa Casburn, Randy Woods, Robert Rose, Social Media, speaker, Sue Ann Reed, web customer experience, Web Engagement, web experience

Last week was my first Gilbane conference as a Gilbane analyst, having in previous years only served variously as vendor booth bunny, guest speaker or panellist and it was great to focus on meeting folks, listening to some great

The ‘M’ in ECM and ERP

May 13, 2010May 13, 2010ObservationsBusiness, Content Management, Enterprise content management, Google;, Information technology management, Supply chain management, Technology

In the discussion of what ECM is, we’ve seen a few analogies lately of comparing ECM (Enterprise Content Management) with ERP (Enterprise Resource Planning)- me included. Most of this discussion is around the ‘E’ (such