Busting the omnichannel - enterprise hacks and chats

In this unscripted chat with Brian Solis, author of a new book on experience design, Jon asks Brian about whether experience design can be a reality given the data silos and culture issues that prevent this from happening. Brian shares his research and provides a view on why user and customer experience can - and must - change. Jon aired out a number of cynical views on customer experience. Brian's answers included starting points for customers on this new "experience architecture."   Yes, you can get Busting the Omnichannel on iTunes

During this informal, on-site podcast taping in Boston, Jon Reed of diginomica.com talks with three members of the Onapsis team (Alex, Alex, and Dave) about what "white hat hacking" means for today's enterprise. The guys also talk about how Onapsis identifies ERP security breaches, and how they work with Oracle and SAP to make sure those companies have appropriate patches before taking security issues public. Yes, you can get Busting the Omnichannel on iTunes.

In this frank video chat from Jon and Den's studio at SAP TechEd Las Vegas, ASUG CEO Geoff Scott offers up strong opinions on ASUG's relationship to SAP and to the German user group DSAG. Scott also shares customer views on S/4HANA and SAP's digital themes. He responds directly to criticisms that ASUG is "soft" on SAP and reacts to Jon's views on customer discounts for S/4HANA migration. Yes, you can get Busting the Omnichannel on iTunes.

in the short version of this SAP TechEd 2015 on-site podcast, Jon Reed and Dick Hirsch kick around the main conference takeaways and the S/4HANA challenge. Dick shares the main themes he was investigating and the latest on the SAP HANA Cloud Platform. SAP's open source initiatives, particularly Cloud Foundry via Hybris YaaS (Hybris as s service), are briefly discussed. Yes, you can get Busting the Omnichannel on iTunes.

Jon went on-site to Conversocial's NYC headquarters for an informal chat with Conversocial CEO Joshua March about the viability of social channels for customer service. March shares what his company has been up to since he and Jon first corresponded and they were a "cool vendor" to watch. Jon shares his social service beefs and March talks about how social customer service shouldn't just be lip service, but lead all the way to resolution. March also speaks to CRM integration, always an issue when you pursue a specialized product. Yes, you can get Busting the Omnichannel on iTunes.

Jon went on-site to Conversocial's NYC headquarters for an informal chat with Conversocial CEO Joshua March about the viability of social channels for customer service. March shares what his company has been up to since he and Jon first corresponded and they were a "cool vendor" to watch. Jon shares his social service beefs and March talks about how social customer service shouldn't just be lip service, but lead all the way to resolution.  This is the shorter 13 minute version for those who like a shorter podcast. Yes, you can get Busting the Omnichannel on iTunes.

In the short version of Jon's chat with SAP Mentor Julien Delvat, live from SAP Controlling 2015, the guys talk about broader predictive trends in the real world, and why predictive is getting traction. They also hash out issues around training and use cases that customers are sharing. For the extended version, which digs into some new HANA and S/4HANA use cases, check Jon's SAP and Enterprise Trends podcast channel. Yes, you can get Busting the Omnichannel on iTunes.

Gary Cokins, internationally-recognized expert and author in EPM and predictive analytics, gives Jon some straight talk on analytics after his keynote at the Controlling 2015 conference. Cokins explains the rise of EPM, and the challenges CFOs are facing. Using memorable phrases like "management by embarrassment," Cokins peels behind predictive hype and explains the role of technology, not as a cure-all, but as an enabler.  Busting the Omnichannel on iTunes.

Vijay returns with Jon Reed to make sense of his adventurous career moves - now full circle and back at IBM. Vijay also expands on a blog post he wrote on social media disillusionment, and the guys hash out options for filtering the enterprise software media noise. A bit more about the problems of predictive and the failings of air travel customer experience, and it's a wrap.  Busting the Omnichannel on iTunes.

In the triumphant return of Vijay Vijayasankar to Jon's podcast series, Vijay talks analytics views from the field. Jon also asks for Vijay's help sorting Internet of Things hype from BS. Vijay also shares some surprising views on agile. Part two of this podcast will get into Vijay's career moves and evolving position on social media. Yes, you can get Busting the Omnichannel on iTunes. 

In the shorter edition, Jon Reed of diginomica digs into the SuccessConnect 2015 show with outspoken SuccessFactors consultant Jarret Pazahanick. The show wrap finds Pazahanick suprisingly upbeat, but there are still key issues to discuss. This shorter version focuses on event news from the show, including Intelligent Services. Note: if you want to hear the full 30 minute directors cut, download that from Jon's SAP and Enterprise trends series. Yes, you can get Busting the Omnichannel on iTunes. 

In the shorter edition, Jon talks with James Sinclair live at SuccessConnect 2015 about the value of cloud platforms, and specifically extensibility on SuccessFactors, with a focus on building apps on the HANA Cloud Platform (HCP) and why that has such an impact on customers. Note: if you want to hear the full 30 minute directors cut, download that from Jon's SAP and Enterprise trends series. Yes, you can get Busting the Omnichannel on iTunes. 

In this two-for-one convo with Kevin Benedict, Jon and Kevin review the high ponts from the Mobile World Gongress in Barcelona, and discuss the challenges of enterprise mobility (iincluding TCO). Kevin also shares the mobile trends he has seen in his global travels, and gives his best advice on how customers should approach mobile projects, and how they should think about the Internet of things and other "disruptions." The guys also hash out HTML5 versus buliding device-specific apps. Yes, you can get Busting the Omnichannel on iTunes. 

In this on-site podcast from the Mobile World Congress show floor, Jon talks with George Yianni of Philips Lighting (inventor of Philips Hue) on why the Internet of Things starts wtih lights, and why smart lights can have a potent impact. In this keynote preview podcast, Yanni explains how a sixty dollar light bulb can actually be a terrific value, and why the network of lights above our heads at work can be a worthwhile move into the Internet of Things. Yes, you can get Busting the Omnichannel on iTunes.  

In this on-site podcast from the Mobile World Congress show floor, Jon talks with Thinfilm CEO Dr. Davor Sutija about Norway startups, the Internet of Things, and how Thinfilm's "little bit smart" bottles are an example of how business models are (rapidly) changing. Yes, you can get Busting the Omnichannel on iTunes. 

In part one of Jon's live Mobile World Congress wrap with diginomica colleague Derek du Preez, the guys review the MWC frenzy from an enterprisey point of view. Is the show taking on a new level of enterprise relevance? Derek also shares his Internet of Things show research, and how he approaches this show from an enterprise journalists' perspective - not any easy thing to do, given the amount of media babble about the latest smart phones. Yes, you can get Busting the Omnichannel on iTunes. 

After day two of Everett McKay's UX Design Essentials course in Atlanta, Jon sat down live with Everett to find out how a developer like himself transformed into a UX instructor - and why UX matters. In this sixteen minute chat, the guys also talk about why intuitive design is a useless cliche (but not a useless concept), why all software has a personality, and why design concepts like forgiveness can change UX for the better. Everett also shares his view on why UX is gaining momentum in the enterprise. Yes, you can get Busting the Omnichannel on iTunes. 

On his recent New York City jaunt, Jon stopped by the international headquarters of Lua, enterprise communications upstart, to talk shop with Lua CEO Michael DeFranco. On this seventeen minute chat, Jon and Michael chat about why enterprise communications need to change. Jon airs out his own email irritations and how solutions like Lua can change the inbox. The guys get into the cultural impact of moving to a better way of working; Jon asks Michael for examples of how Lua is catching on the enterprise. Stories about using Lua in low communications/high stakes situations are hit on before the guys wrap it up. Yes, you can get Busting the Omnichannel on iTunes.

In this live podcast recording from the New York Stock Exchange, Jon Reed and John Appleby discuss the highs and lows from SAP's S4HANA announcement event, billed as the most important SAP product announcement in 23 years. Yes, you can get Busting the Omnichannel on iTunes.

In part two of their content strategy video discussion, Michael Brenner of NewsCred joins Jon Reed of http://www.diginomica.com to dig deeper - into a frank look at the impact of content on marketing, the role of marketing tech and personalization, and the challenges facing the modern CMO. Yes, you can get Busting the Omnichannel on iTunes.