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Esteban Kolsky

Esteban Kolsky

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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)

Oracle’s Approach Makes Sense (But It Sucks)

By Esteban Kolsky on October 3, 2014

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 […]

Posted in Business, Featured Posts | Tagged #oow14, Cloud Computing, Fear Mongering, gartner, Moscone Center, oracle, PeopleSoft, Uncategorized | 1 Response

Mobile First? Mobile Only? Mobile Also?

Mobile First? Mobile Only? Mobile Also?

By Esteban Kolsky on September 25, 2014

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 […]

Posted in Technology / Software | Tagged customer service, Dreamforce, mobile, salesforce.com, Service Cloud

Predicting the Future is Hard, Try Anticipating it Instead

Predicting the Future is Hard, Try Anticipating it Instead

By Esteban Kolsky on September 21, 2014

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 […]

Posted in Trends & Concepts | Tagged #df14, customer service, Dreamforce, Service Cloud

Sensors, Sensors, Everywhere Nor Anything to Measure

Sensors, Sensors, Everywhere Nor Anything to Measure

By Esteban Kolsky on September 18, 2014

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 […]

Posted in Featured Posts, Technology / Software | Tagged customer service, Dreamforce, Internet of Things, IoT, salesforce.com, sensors, Service Cloud | 1 Response

Digital Transformation Adoption: A Point-by-Point Update

Digital Transformation Adoption: A Point-by-Point Update

By Esteban Kolsky on September 16, 2014

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 […]

Posted in Featured Posts, Trends & Concepts | Tagged Chief Digital Officer, digitaltransformation, gartner, google, Hype Cycle, Social Media

Measuring Customer Service Usage One More Time

Measuring Customer Service Usage One More Time

By Esteban Kolsky on August 18, 2014

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 […]

Posted in Business | Tagged $KANA, customer service, Survey

Time For Tiedosta: To Know About Knowledge

Time For Tiedosta: To Know About Knowledge

By Esteban Kolsky on July 8, 2014

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. […]

Posted in Trends & Concepts | Tagged knowledge, Knowledge Management, research, SurveyMonkey, tiedosta

What’s the Future of Feedback? Stay Tuned…

What’s the Future of Feedback? Stay Tuned…

By Esteban Kolsky on July 2, 2014

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) […]

Posted in Featured Posts, Trends & Concepts | Tagged Enterprise Feedback Management, ffedback, gartner

Infor, The Teenager

Infor, The Teenager

By Esteban Kolsky on April 23, 2014

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). […]

Posted in Business, Featured Posts | Tagged Charles Phillips, enterprise software, Infor

I’m Getting Engaged!

I’m Getting Engaged!

By Esteban Kolsky on April 4, 2014

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 […]

Posted in Featured Posts, Trends & Concepts | Tagged customer engagement, Customer Experience

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