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Showing posts from January, 2017

SAP Earnings 2016 - A Snap Analysis

On January 24, 2017 SAP released its results of their fiscal year 2016 – and the fourth quarter thereof. In a nutshell SAP: ·Delivered to its increased 2020 guidance ·Had an increase of 31 per cent in cloud subscription and support revenue, while still being able to increase the software license and support revenue.Cloud revenue increased especially in Q4 and promises to stay at a high level with a very healthy backlog ·Increased its full year operating profit by 20 per cent to 5.12 Billion Euro (IFRS) ·Has a strong backlog of cloud bookings This success has a slightly negative effect on the company profitability while it negotiates the shift from license revenue to subscription revenue while being in an investment mode. It, however, seems to be driven by an increasing adoption of S/4HANA, a strong increase of the Hybris set of CEC solutions, including e-commerce and increasing traction in the HCM space. So it is broad. Based upon the strong delivery of 2016 SAP expects the cloud business …

AI and Bots will Kill our Future - Or Not

After the Hype2016 has been the year of bots, AI, and automation the beginning of 2017 seems to be the time of looking at wider implications. There is a lot of discussion going on in academia, politics, and on the web, e.g. the one spurred by Denis Pombriant with a very readable article, and two follow-ups here and here, in November and December 2016. Denis, supported by Vinnie Mirchandani, took a very optimistic stance – something that is highly important in times of simplification and pessimism. There is no doubt in my mind that technologies that are driven by artificial intelligence can have a tremendous benefit for both, companies and organizations, as well as consumers. Consumer technology like Amazon’s Alexa, Google Assistant, Siri, generally intelligent home automation, self driving cars, etc., can simplify peoples’ lives tremendously by taking away routine activities or making it just easier to execute them. Organizations can create improved customer and employee experiences via …

Ocean Medallion - Which Customer Problem Does it Solve?

A few years ago Disney embarked on a massive customer experience journey that included the introduction of a ‘Magic Band’. Disney at that time followed (and likely still does) an idea that can be paraphrased as looking at everything through the eyes of the customer and pay attention to all details. During his 2016 CRM Evolution opening keynote Dennis Snow explained this concept and implementation in depth (see also my earlier CRM Evolution post). Dennis talked about the Disney way of creating great customer experiences, which basically follows three simple rules 1.Design your processes with the customer in mind, not with internal/operational priorities; look through the lens of the customer 2.Pay attention to details 3.Create little “Wow Moments”. These add up to a lasting great experience and are easier to achieve than single “big” experiences. To me the most important message that Dennis conveyed is that the simple things and consistency are what matters. Consistently provide little expe…