Archive for July, 2011

Arise the new CEO: Chief eXperience Officer

July 14, 2011

Since the early days of the web, marketeers have espoused the merits of “managing customer experience” and how online it is only the “experience” that will differentiate companies as the web brings pricing transparency. Certainly in the case of the latter issue, the rise of “comparison” sites has highlighted the fact that price alone can not be a long term strategy. Post the Internet bubble bursting the issue of customer experience has for many had to take a back seat while organizations strove cost cutting measures to remain profitable or even just to survive in the midst of recession.

However more recently it seems that customer experience is again getting more prominence and importance in organizations. I believe mobile has had a role to play in creating this renewed excitement with the apps showing “the art of the possible”: engaging user interfaces with greater usability. It’s no surprise to see experience champions rallying their brethren troops to create their own community of professionals in the field. Founded by Bruce Temkin (previously an analyst at Forrester) , the CXPA (Customer experience Professionals Association) is a organization focused on creating standards and best practice in Customer Experience Management. As a non profit organization it’s sponsors in Adobe, Microsoft and SAP. Whilst it is early days there are enough credible people involved to make this a success in an area which sorely requires standards.

But what really captured my attention this week was an announcement by US Insurance company Mass Mutual, appointing a Chief Customer Experience Officer, the remit of this role is to manage “central oversight of the end-to-end experience for MassMutual customers to ensure a consistent, favorable and efficient interaction across the organization”. What’s interesting about this is that whilst most C level directors recognize the importance of customer experience, very few actually have someone in their company whose prime responsibility is managing customer experience.

So well done to Mass Mutual and hopefully we see many more similar appointments, in the meantime however the CXPA or someone of the same ilk needs to bring some much needed standards and best practices to a field crowded with self proclaimed “experts”.

http://experiencematters.wordpress.com/

http://www.massmutual.com/aboutmassmutual/newscenter/pressreleases

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The web battle: HTML5 vs Silverlight vs Flash

July 7, 2011

My previous posts about “The end of Silverlight” and “The end of Flash” both raised active debate. The general view was that I knew too little about Silverlight and Flash to make such brash claims and whilst there is some truth in that it also transpired that the general awareness of what HTML5 can do today, and what it promises when complete is poor, and that is the issue that my run of posts on HTML5 has really sought to address. Hopefully for those that haven’t had any exposure to HTML5, my posts have been of value.

However, we know that Adobe is already building / supporting HTML5 development through tools like Dreamweaver and that Microsoft is also doing the same with Visual Studio. So at the very least in the short to medium term both will have dual strategies.

The longer term is much more difficult to forecast, there is a place for both especially for rich multimedia applications and gaming, but for business applications there is going to be small minority of applications that could possibly require them. In the report by Gartner (“The (not so) Future Web”, they too agree saying that “Gartner expects leading RIA vendors to maintain a pace of innovation that keeps them relevant, but for a gradually shrinking percentage of Web applications.”

However one can’t completely ignore that web technology is evolving fast and that new spec’s are filling in the gaps for HTML5 already for example work is already in progress for TV and Gestures as well as previously mentioned 3D graphics. We are seeing major new releases of browsers with greater support for HTML5 being launched at a faster rate than ever before, coupled with a battle for the fastest JavaScript engine. A new release of JavaScript promises much better standardization as well as new features.

The developer forums are now awash with an outcry from loyal Microsoft developers demanding to know the future of Silverlight in Microsoft’s grand plans, where once there was no doubt that Silverlight is core to Microsoft. IMHO I doubt Microsoft will make a U turn on Silverlight, but I will re-iterate that the need for Silverlight in business applications will lessen as HTML5 matures.

Whilst I’ve been an active follower and advocate for HTML5, what I see lacking is a roadmap and vision for HTML, a lot more detail about how the semantic web will evolve and what it means to developers in the short and medium term. This is something the vendors seem much better at and is no wonder developers buy-in to certain technologies over others.

In the end as always the real question is not which is the better technology but what is the appropriate technology for what you need to achieve and the audience and platforms you are targeting.

http://www.adobe.com/devnet/dreamweaver/articles/dwhtml5pt1.html

http://visualstudiogallery.msdn.microsoft.com/d771cbc8-d60a-40b0-a1d8-f19fc393127d

http://www.w3.org/standards/webofdevices/tv

http://www.w3.org/standards/webofdevices/multimodal

http://www.khronos.org/registry/webgl/specs/1.0/

http://www.ecma-international.org/publications/standards/Ecma-262.htm