Leveraging Moments of Truth

eGain is touting a report from Forrester Consulting and my friend Ian Jacobs purporting to show that omnichannel customer service is stagnant or worse when it comes to delivering service that customers need and want. Ian does good work and I am in agreement with him on this, but I have trouble with some conclusions, specifically the implication that the problem can be solved with more software. Now, I am a proud software bigot, but I am also fond of the saying, “If you take your car to Midas, you’re going to get a muffler.”

The original article can be found here: http://www.ecommercetimes.com/story/82580.html?rss=1

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Cloud Consulting Acquisitions Accelerate

The recent flurry of consulting company acquisitions focused on cloud computing is another clear indication of the accelerating shift of IT systems and enterprise applications to Software as a Service, Platform as a Service and Infrastructure as a Service alternatives. IT and business decision-makers are no longer asking why they should move to the cloud, but instead are trying to figure out exactly where, when and how to capitalize on the rapidly expanding array of SaaS, PaaS and IaaS options.

The original article can be found here: http://www.ecommercetimes.com/story/82556.html?rss=1

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HP Follows IBM's Lead With Enterprise Applications for Workday

HP on Tuesday announced HP Enterprise Applications Services for Workday — essentially consulting services for customers of Workday’s Software as a Service. Workday is an HCM package that unifies human resources, talent management, payroll and financial management. It is cloud-based and fully enabled for mobile use. All customers work with just one version of the application, so everyone gets the same update. HP has executed “the industry’s largest deployment of Workday to date” to its more than 300,000 employees, taking only 14 months.

The original article can be found here: http://www.ecommercetimes.com/story/80609.html?rss=1

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