Observations – Page 5

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

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 –

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

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

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

On the Jon Marks EPFDW Dilemma

April 22, 2010April 22, 2010ObservationsAPI;, Computing, content author, Jon Marks;, open source product, Philipe Parker, Social Media, software developer, Software engineering, Web Engagement, Zahoor Hussain

Jon Marks (@mcboof) has set a challenge to vendors on his blog – to prioritize various elements of what makes a great CMS product, to choose between Editors, Performance, Features, Developers and producing Websites. I know,

CMS – The Knowledge Workers Industrial Revolution?

April 12, 2010April 12, 2010ObservationsBlog software, Content Management, content management system;, Content Management Systems;, Industrial Revolution, Johnstone Press, knowledge worker, Philippe Parker, Roy Greenslade, The Guardian

Last week it was reported in the UK press that journalists for a local newspaper are going to strike over the implementation of a Content Management System. I found this really interesting and it sparked

Leaving the Tribes and Becoming a Real Boy

April 8, 2010April 8, 2010ObservationsAlterian;, Mediasurface;, The Gilbane Group, Twitter;, Web Engagement

As you probably know, last week I left Alterian, a marketing platform vendor (who just over 18 months ago acquired my previous WCM vendor employer Mediasurface) for The Gilbane Group. Whilst, I’m accustomed to change,

Is WordPress a CMS? Hardly? Barely?

March 3, 2010March 3, 2010ObservationsContent Management, Content Management Systems;, web content;

The perennial “what is a CMS” debate broke out this week, with a fairly innocuous tweet from Dirk Shaw, “I am sorry but wordpress is hardly a web content management system.” that many of our CMS