Esteban Kolsky
Esteban Kolsky is the founder and principal of thinkJar, a Customer Strategy consulting and think tank organization helping vendors and user successfully become better, more open, and more collaborative organizations. More information about thinkJar
Oracle’s Approach Makes Sense (But It Sucks)
If you follow the conference circuit you’d know that Oracle held its user group conference this past week – Oracle Openworld 2014 was held at the Moscone Center between Sunday afternoon and — well, today officially. First off, I did not attend in person. I watched the keynotes from the comfort of my home office […]
Mobile First? Mobile Only? Mobile Also?
The rise of mobile has been fast and furious. With an estimated 6.8 billion subscriptions for almost 7 billion citizens of this world it is nothing short of befuddling. This quick rise of mobile apps, almost like nothing ever seen before, has taken most organizations by surprise. As a result, virtually none of them have […]
Predicting the Future is Hard, Try Anticipating it Instead
With the advent of Big Data and faster and better data processing capabilities we are seeing a surge in predictive intelligence solutions; everyone is trying to predict the future to their advantage. The question though is, are they? Can the future be predicted? The main issue I have with predictive intelligence and “the next best […]
Sensors, Sensors, Everywhere Nor Anything to Measure
With my apologies to The Rime of The Ancient Mariner, I want to draw your attention the latest and greatest concept to hit Enterprise Software: the Internet of Things and the myriad sensors that come with it. The concept is not novel, the original idea behind the Internet was to connect the many devices (computers […]
Digital Transformation Adoption: A Point-by-Point Update
We did it! Finally, we reached peak of the hype cycle for Digital Transformation. Congratulations, we couldn’t have done it without your help. Thank you! I first wrote, seriously, about it earlier this year after many years of mentioning the coming paradigm shift that would revolutionize business (not an evolution like social media and social […]
Measuring Customer Service Usage One More Time
For the third year in a row, and consistently growing in responses and popularity, it is time to measure what’s been happening in Customer Service. The survey, conducted by thinkJar and sponsored by KANA for the past three years, is a great way to showcase what’s going on in Customer Service, what has changed in […]
Time For Tiedosta: To Know About Knowledge
In the late 1999 and into early 2000 I was the CTO for a startup. The product was ahead of its time (“can you put it in an email?” it the comment from a VC that still haunts me to this day — as if) and it was a platform play. Inconsequential to this post. […]
What’s the Future of Feedback? Stay Tuned…
Back in 2001 – while an incredible talented, young, and successful Gartner analyst – I wrote a research note introducing the concept of Customer Feedback Systems. In it I wrote about how feedback was poorly done as stand-alone surveys or outsourced entirely to market research firms (that in turn took too long to deliver insights) […]
Infor, The Teenager
I attended the Infor Innovation Summit in NYC last week. It was a good event, headlined by Infor CEO’s Charles Phillips and most of his senior staff. There were lots of presentations – but also oodles of conversations and questions with the ~60 analysts in attendance (from all walks of like, independent to large research house). […]
I’m Getting Engaged!
I know, I know. I said I would never do it again. They said it could never happen. But, at the end of the day you knew it had to happen. Right? I mean, no matter how hard I fought it, how bad I wanted not to – I have to do it. I have […]
