Enterprise hits and misses – vanity metrics are exposed, DeFi deflates, and the connected consumer ignores brands

Main story – Counting connected consumers – where do brands go here?

MyPOV: The connected consumer has gained the diginomica spotlight, via a new report from Salesforce. Stuart started things with Trust and honesty – what the Connected Customer wants from brands in the Vaccine Economy. So what have we learned?

Various parties have noticed that what could be called ‘pandemic goodwill’ – when consumers are willing to blame poor customer service due to the nature of the macro -emergency – is now thin and ‘because of COVID … ‘is no longer reason many people are willing to accept.

In fact – even the supply chain snafus may be more than brand annoyance, as evidenced by the baby formula shortage/crisis in the US. In this situation, where only a few brands are leading the shortage, I’m not sure how the so -called “connected consumer” can exercise a lot of power. But that doesn’t mean the omni-consumer isn’t applying brand pressure. Stuart cites two other takeaways from the report:

• 71% of consumers have changed brands in the last 12 months (good brand news)
• Consumers are increasingly unfaithful to the brand (the flip side – and not very good news for brands)

Stuart outlaws the health/fitness industry, where brands are on a pandemic rollercoaster. What’s next for the Vaccine Economy Peloton? Not the best news, Stuart wrote:

Will money-constrained people choose to spend their money on a Peloton subscription or will they prefer to pay at the real-world gym? This week, we got a partial answer to that question when the price of the Peloton share fell 20% as quarterly revenues dropped from $ 1.26 billion. (Connected Fitness – tires will appear on Peloton bikes as the underlying tech issues emerge)

How does the Peloton form the earth? By combining its omni-act. Stuart quotes the CEO of Peloton’s app:

Unaided brand awareness is like 4%. So this is the greatest app no ​​one has ever heard of. And we really need to fix that … we can’t get there without making the digital app a huge success. I mean, that’s pretty clear. And we can’t get there without extensive international business.

Two things jump: riding high in one market (pandemic seasons) can lead to a cold shower the next. Especially when your tech infrastructure/delivery is exposed. A revealing quote from the CEO of Peloton saw the gap between many IT shops and best in class:

I mean, really, do we have to wait until the end of June to be able to test the website? That’s something that will take 1.5 days on Netflix, even earlier.

Meat lessons here – and maybe a CIO also feels the heat, I guess. Stuart even considers these themes in Connected Fitness-WeightWatchers which are set to cut digital calories as omni-channel facts emerge on the Vaccine Economy.

Diginomica picks – my top stories on diginomica this week

• Robot ethics needs to be specific, says Durham University – Robot ethics is a task at best – despite the widespread deployment of robotics. Coming to a new report at Durham University, Chris sees a lot of problems, starting with “robot” as a term: “It is far from clear whether they are talking about software or intelligent, autonomous hardware – of the kind that, frankly, does not yet exist, at least not on a sophisticated level.. “
• 29 tips on what to do on the first day as a new CIO – Mark Chillingworth has rounded up 29 CIO pointers. I choose: “Be fully aware of cultural differences between geographies and understand the drivers for different areas. Not everywhere is the same in the UK/US. “
• Loneliness and its impact – a growing challenge for technology leaders – Another watchdog from Mark, on an unnoticed subject that deserves airtime. Empathy and policy are both needed here; Integrating empathy with policy is the hard part.

Vendor review, diginomica style. Here are my top three choices from our vendor range:

SAP Sapphire 2022 Orlando – diginomica event scope: I was on the ground in Orlando, chasing stories and doing the pester-the-execs “Jon has another question from diginomica”, with more to follow. Scroll down for podcast links.

Our Kinexions22 supply chain coverage is runningincluding the pn-the-ground event scheduled to formally begin next week in San Diego:

Some other vendor picks, without quotables – the madness of the event (and rounds) continues:

Jon’s grab bag – For the first time that DeFi’s trendy buzz has turned into hits and misses, it’s a good thing. Now, not so much: DeFi meltdown as Luna, UST, and other plunge tokens (by Chris). Also Chris, how is it for a CIO gig? The CIO of the UK Space Agency is preparing the launch pad. Finally, Brian has it too grilled rump roast Tough Affection for Marketers The Problem with Tech Marketing – and How to Cure It!

Best on the enterprise web

My top seven

Vanity Metrics: The Skin-Deep Data Problem-Raven Intel’s Bonnie Tinder earned post-of-the-week awards by a wide margin:

There are (2) main sayings when looking at metrics. #1 – who measured it and how was the measurement done? and #2 – why is this metric important? Or, more importantly, whether towards what is the purpose of the end of the scale.

But if we’re going to admit that vanity metrics are a problem – and they are – we still need to get better. The last section of the Tinder article is a very good list of superior enterprise KPIs, including:

Metrics that matter most:
1. Business Value Delivered (1. revenue improvement, 2. cost reduction, or 3. working capital improvement)
2. Stakeholder Adoption. Do my users actually use the system for the intended purpose?
3. Customer Experience (measured by CSAT and stakeholder churn or satisfaction if an internal initiative — e.g. employee experience)

More best options on the web:

• Business architects are in charge of the digital revolution – Joe McKendrick notes the changing role of the enterprise architect: “They is responsible for a digital enterprise architecture. It’s a completely different ecosystem that they need to maintain. “
• DEA Investigating Breach of Law Enforcement Data Portal – Krebs does what he does: “Hackers can use EPIC to search a variety of records, including those for motor vehicles, boats, guns, aircraft, and even drones.. “
• The Great Security Debate: Is Patching Worthless? – You don’t hear an argument against patching very often, but it’s an instructive debate.
• How remote collaboration affects change-This study on the disadvantages of remote work for deeply innovative projects is an interesting one, but has many nuances (for example: modern collaboration tools seem to reduce the shortcomings).
• Cable’s Last Laugh – Ben Thompson investigates the surprising stability of the cable, in the face of cutting the cord that should have destroyed it.
• SAP Sapphire podcasts and video reviews – If you want more post-game fodder, I’m attracted to some of it. I brought Josh Greenbaum with me: The underground SAP Sapphire Orlando ’22 Review (plus a quick chat on the show floor with Geoff Scott, CEO ASUG). Then me and Holger Mueller disputing Sapphire Orlando takeaways in her video show, adorned with live rebuttal comments from SAP’s Meg Bear.

Whiffs

I don’t call it a breeze, but, when the wind gets ground, you won’t see me here:

It’s certainly not a breeze of Gartner’s Hank Barnes, but I’m not sure where else to feature the lyrics of the enterprise song, which was inspired by New Order:

This one is sadder than whiffy, but when one of my favorite content techniques started flogging in NFTs, I had to call BS (see my listener comment here: Joe Pulizzi Breaks Down Web3 And The Creator Economy – This Week’s Six Pixels of Separation Podcast). As I said in the comment, if it’s Web 3.0, count me.

Finally, I take another free Twitter shot, and the relish in the feeling:

See you next time … If you find an #ensw pieces that qualify for hits and misses – in good or bad ways – let me know in the comments as Clive (almost) always does. Most Enterprise hit and miss articles are selected from my curated @jonerpnewsfeed.

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