| This week's sponsor is CA Technologies. |  | Webinar: Rethinking Enterprise Mobility Management – Beyond BYOD
Thursday, May 29th, 12pm ET / 9am PT Our panel of experts will help you understand how to develop effective strategies that accelerate mobility transformation and prepare your organization for the mobile future. Register Today! |
Editor's Corner: The last great customer experience Also Noted: Spotlight On... As OpenStack grows, can it remain open?
Patent trolls get a break; Cable TV providers can't catch a break; and much more...  Follow @fierceentcomm on Twitter
News From the Fierce Network:
1. Are you ready for the Second Machine Age?
2. Security change pace is record-breaking, but not fast enough
3. AU government to unify sites on Drupal, public cloud
FierceEnterpriseCommunications is taking a publishing holiday on Monday, May 26 and will next publish on May 29, 2014.
| This week's sponsor is Mashery. |  | Delight & Engage Customer with Mobile APIs Read this success story and learn how a robust API and secure API Management powered Keep's iOS app to become one of the most popular apps in the Lifestyle category in the iTunes App Store. Read now! |
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The last great customer experience
 One of the things you hear as a journalist covering a trade--you'll hear it until your ears bleed--is this month's definition of what it means to be a great company. Many companies are in the business of altering customer perception, and the most direct way to go about that job is to outsource it. Luckily there are plenty of journalists eager for work.
The definition that's been going around--and you've heard it too yourself--is that at the end of the day (and believe me, when you've heard this enough, you come to wish the day would finally end), every great company is in the business of delivering great customer experiences. At technology conferences, the word "experience" has replaced "interface." When you log onto a SaaS application, for example, you're taken to the "streaming experience" where various networked conversations converge in a symphonic mesh. The act of logging on has been dubbed an experience in itself. And if all this streaming and logging has sent your potty-trained mind back down the drain, there's an experience there too. "The experience begins when the user approaches the AT200 smart toilet and the seat lid opens smoothly and automatically--a graceful hands-free operation that's as effortless as it is hygienic," reads a March press release from American Standard. "All cleansing functions are enabled by a sensor as soon as the user sits down on the seat, which has adjustable heating for additional comfort." There should be no question that the end goal of every business is to please its customer. But there is a danger when we delve too far into the psychology of being pleased--when, after adjusting the metrics of customer pleasure, we discover a formula for satiating the customer without providing any significant value whatsoever. A customer can be pleased by the service a company performs without her experiencing anything measurable at all. In fact, you could say that the key job of an indisputably useful and honorable company like Waste Management is to minimize the customer experience as much as possible. If there is an experience, perhaps there's a problem. But there is a vast and growing class of customers throughout the world who have been successfully conditioned by retailers and service providers into accepting, and even by some miracle appreciating, experiences that a sociologist can only describe as humiliating. This came to my mind this morning while brewing coffee, watching an ad on the morning news showing some buffoon dancing madly around a gas pump, extolling the virtues of being "pumped." At what point did we as a society come to accept not only $4.00-per-gallon fuel but the impersonal acts of self-service pumping and self-service paying, as positive customer experiences? Have we as a people grown so accustomed to being gouged that we've come to not only accept it but, like rats in a laboratory given shocks at regular intervals, welcome it and miss it in its absence? The true humiliation of wandering vast cinder-block warehouses, picking through colossal bins of strewn underwear while being spoon-fed samples of something suspended in yogurt that millions of us commonly accept as a "great shopping experience," could not have been swallowed whole by the same nation that rescued the world on D-Day. This is a conditioning that has been enabled over time by a people accustomed more to defeat than victory. At what point did we come to surrender our pride and swallow whole the notion of 140 character smoke-signals not only as communication but as an ideal, something to be honored, as a great social experience that binds a people together? This is the crux of the deliberation over "net neutrality:" not whether a network operator has a right to manage its own assets in its own way. It does, and it should. Rather, it is a realization among the Internet users of the world (not unlike, in the brilliant movie "Wall-E," when folks on a spaceship saw a green leaf for the first time and realized it used to mean something once) that a new opportunity exists for service providers to simply recreate the warehouse store and the gas pump and the airport security line and the high-speed traffic lane and the cattle prod, in the context of digital communication. In the era of the milkman, service used to be better, but communications used to be worse. We have managed somehow to sustain and protect a very thin veil separating the freedom of choice that the Web represents, and the "great customer experience" that is the proclivity of the companies that pipe the last mile of it to our homes and offices. In deference to companies like Comcast, I shall refrain from naming names. But something deep in our souls tells us that, given the opportunity, such companies will systematically recreate the era of long-distance calls; of "Be Kind, Rewind;" of 30-minute newscasts with 17 minutes of news; of $5 Sunday papers with two columns of news; of the 15¢ photocopier and the $1 fax machine. We know that "commercially reasonable" contract clauses, limitations and consent agreements will perforate this thin veil. And to the extent the Internet changes, it will be marketed to us as an "improved customer experience." This time, will we do something more than succumb? -SF3 Read more about: customer experience
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Today's Top News 1. Cisco CEO Chambers: Most corporations will die unless networks can adapt
 A packed attendance hall at Moscone Center in San Francisco Monday afternoon came to see the always bold, always vibrant Cisco CEO John Chambers. For the 2014 Cisco Live keynote, Chambers did not disappoint. In a dynamic mix of ecstatic optimism and overwhelming cataclysm, Chambers predicted a completely upset networking and computing market as soon as 2018--on account of an economic shakedown that he says will render as many as two-thirds of the world's corporations today non-existent entities.
Cisco will survive this shakeout as Chambers predicts it, of course, but literally no other manufacturer devoted to the networking space will survive what the CEO describes as a phenomenon beyond disruption--one that will leave any hardware player that has invested in the present architecture of Internet networks, at the very least, irrelevant. "You watch what's about to occur in the industry, you're going to see a brutal, brutal consolidation in the IT," intoned Chambers, "where out of the top five players, only two or three of us will be meaningful in as quick as five years... By the way, the same thing's going to happen in each of your industries in the private sector." The survivors, as Chambers described them, will be companies and even cities that undergo a form of introversion, absorbing and recycling their customer-facing functions to concentrate first and foremost upon producing technology, and then adapting new customer functions to their emerging platforms. Specifically in the IT market, Chambers did not personally list which companies would survive and which would die. But his accompanying slide did. In a graphic that depicts Cisco sailing calmly through the carnage of the past quarter-century and on into 2018, the following key players were shown as being cast aside: Juniper Networks, Check Point, Ruckus, Palo Alto Networks, Avaya, Aruba, F5 Networks, ShoreTel, Riverbed, Huawei, Arista, Fortinet, Brocade and Polycom. Whether Chambers personally reviewed the slide before it was shown is unknown. If he had, he might have noticed F5 Networks as an implementer of Cisco technology, including Application Centric Infrastructure (ACI)--an implementer with a major presence at this year's conference. 
The surviving companies in the 2018 column of the slide along with Cisco are: IBM, HP, Dell, Intel, SAP, Microsoft and Oracle. (Apple, which Chambers personally praises as a consumer technology leader, gets a free pass.) Though Chambers did not mention these companies by name, he did say in his keynote address that the technology companies that survive the shakeout, as he predicts it, will be those that embraced a new vision of technology platforms as networks built entirely upon flexible architectures. "What we have to do is learn from what Apple taught many of us: It has to be simple." Referring to his company's new DX80--literally an Android-based videoconferencing device engineered to replace desktop PCs--he added, "You'll see it will be literally seamless as we move forward. All of us know there will be bumps along the way, but you can only get seamless if you have architectures. It will be smart where decisions, storage and most of the processing power will be made at the edge of the environment, at the edge of the network." Toward the end of his speech, Chambers referenced the DX80 again, specifically referring to Android as one of the factors that will "transform the way you work" on the desktop. "How do you make it so simplistic to use," he asked rhetorically, "almost like an Apple device--an iMac or an iPad combined with telepresence?" But switching to the opposite end of the network, in the cloud formation Cisco refers to as the "Internet of Everything," Chambers stated the transformation necessary for business survival will only be possible by way of a network that can learn and adapt to the functions given to it. Simple M2M models of an Internet of Things, he said, are "way too simple." He added, "You will see us really talk about how this goes in terms of predictive analytic models, how you leverage Application Centric Infrastructure to anticipate before the loads occur, and adjust to them ahead of time; how you automatically, pro-actively balance on actions that occur. Think about what you can do with security here--dynamically adjusting the network's behavior." Related Articles:
Cisco Android desktops: Its bid to replace PCs in the office
Cisco rejects leaving a backdoor key for governments, omits mentioning Huawei Read more about: Cisco, John Chambers
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| This week's sponsor is Meru Networks. |  | Download the White Paper "802.11ac in the Enterprise: Technologies and Strategies" to learn from industry expert Craig Mathias about the technologies behind 802.11ac, deployment misconceptions and review steps that every organization should take in getting ready for 802.11ac.
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2. Survey: Organizations are slowly abandoning dedicated conferencing tools
In one of the more shocking data points to emerge from a new Frost & Sullivan survey of 1,028 IT professionals in the U.S. and Europe conducted in 2013, lesser numbers of respondents said their organizations plan to use video and conferencing tools by 2016 than the numbers who said those organizations use such tools today. "Video conferencing is obviously still a hot topic," explained F&S principal analyst Rob Arnold during a webcast Wednesday, "and arguably there's a lot of hype around it. But video is everywhere in the consumer world now, so I believe the hype is actually coming to reality, and our data shows that in terms of adoption of cloud-based and software-based video conferencing." While some 51 percent of respondents said their organizations currently use vcon tools, only 46 percent of the same people said they plan to continue using them into 2016. A similar drop was indicated for audio conferencing tools: 44 percent use them today, while 39 percent plan to continue. 
Is this an indicator that companies are switching out their stand-alone equipment in favor of unified communications and collaboration (UCC) components? Two data points suggest the answer is no: first, the steep drop in companies planning to continue using their existing headsets--which are critical in UCC. Secondly, the reverse trend for Web-based conferencing, where a few more companies plan to adopt services by 2016 than use them today. These data points were verified by a separate question: Which services do enterprises plan to move to the cloud? The greatest plurality of respondents said they plan to move their collaboration apps to the cloud within one year, with conferencing and instant messaging tools tying for second. At the bottom of this list were telephony programs, social media apps and unified messaging. 
Frost & Sullivan vice president Melanie Turek believes UCC customers are being confused by mixed messages from the marketing divisions of major manufacturers. "The marketing messaging is a definition that's created by the vendors," says Turek, "and then there's the reality of what the buyers and end users think and care about. And this is one of those markets that has definitely been co-opted on the marketing side. The terms 'UC' and 'UCC' has been used by vendors of all sizes to define things that I think [we at F&S] would not actually consider UCC. There are telephony vendors out there--all they do is offer hosted voice, and they call it 'UC' or 'UCC.'" SMB customers, Turek adds, will be less likely to do business with a company like Cisco, and thus more likely to fall into the traps laid by smaller vendors who only deal directly with VARs, which themselves are more likely, she said, to employ "a marketing fudge." But is it conceivable that customers are simply rejecting UCC products, and dedicated, on premise conferencing tools because they find no value in them? After all, larger customers tend not to purchase these components all at once, but rather one department at a time, as pilot projects. If enterprises are the customers rejecting the tools, perhaps it's not the SMBs that fall into these traps. This theory is validated by more F&S data showing that, while large enterprises constitute the greatest plurality of organizations using conferencing tools today, they're also the groups with the steepest drops in planned future use. I put this question to the F&S team. Rob Arnold responded that, at the beginning of UC a decade ago, PBX vendors raced to push every application toward access through the first, new UC clients. "It really wasn't about, what does this mean to the business?" Arnold continued. "It was all about productivity, productivity, productivity. And I think from a design perspective, it was fine. I think from the way it was marketed, it was really soft. And I think we're finally getting to the point now where we talk about UC as something that is a business enabler, or can enhance your business and its processes, so it works smarter, rather than, 'Look at this cool thing I have on my desktop.' It seems like that development race has kind of cooled off a little bit, and now we're talking more about usability, the user experience and how that affects how employees perform. And I think that's what businesses care about, not necessarily what color their UC client is, or how flashy it is." Related Articles:
Cisco Android desktops: Its bid to replace UC in the office
Cisco on UC: We have to think like a consumer tech company Read more about: audio conferencing, frost & sullivan
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3. Another side of net neutrality: The case in favor of Title II
When Federal Communications Commission Chairman Tom Wheeler first raised the specter of Title II in late April, it was with reference to the part of the Telecommunications Act of 1996 that was intended to provide a framework for regulating the Internet infrastructure. It was introduced the way a substitute teacher threatens to assign seating in a classroom. It's not what anyone wants, evidently, but if he has to resort to it in order to restore some order to net neutrality, he's prepared to swallow his pride. Lost amid that drama was the question of what Title II really is. There's a common perception (and I've certainly done my part to advance it) that the principle of a "common carrier" applies best to the regulation of telephone service. Now, a former staffer in the office of one of the lawmakers who drafted the '96 Act--the late Sen. Ted Stevens (R-Alaska), who literally wrote the words on the bill's draft pages--tells FierceEnterpriseCommunications that lawmakers knew full well at the time that the phrase "common carrier" applied to the transport mechanism at the infrastructure of the Internet. Earl Comstock went on to serve as CEO of the COMPTEL trade organization for seven years, including testifying before Congress in hearings on net neutrality and other legislation. His term having recently ended, Comstock now serves as a practicing attorney with the law firm Eckert Seamans Cherin & Mellott, LLC focusing on federal legislative affairs. In an extended interview with us, Comstock said he agrees with advocates of a system where the applications and functions that the Internet provides are unregulated, by the FCC or anyone else. But the underlying network of networks deserves oversight, and he believes Title II is better suited to that task than anything the FCC has attempted since. "What the basic tenet of 'common carriage' deals with is, essentially, unreasonable discrimination," says Comstock. "Everybody seems to think that, if I say it's common carriage, I can never discriminate or do anything. No, you can. But you can't do it on the basis that you don't like people who are wearing black shoes, and you do like people wearing white shoes. That kind of arbitrary distinction doesn't fly. On the other hand, if I happen to be somebody who's using a million minutes and therefore you're going to give me a discount of a penny a minute, because I'm buying a lot, that's a normal sort of reasonable distinction that could be made." The key difference, Comstock continues, is that the carrier cannot then deny the same discount to some other customer. Buying products in bulk or high-quantity at a discount has almost never been prohibited by law, unless those products are deemed hazardous substances or dangerous chemicals. In Verizon v. FCC, the Appeals Court ruled that the FCC lacked the authority to regulate Internet service as in terms of a common carrier, in the same context that is used to describe it as an information service. But as Comstock points out, the court provided a roadmap with which it could enforce common carrier: by essentially striking the context which that enforcement would inherently contradict. Back in 1980, the FCC implemented a concept of structural separation between telecommunications facilities and telecom functions or applications. This was necessary to artificially create a system whereby the "Baby Bells" broken off from the original AT&T Corp. could compete in what was then called the "enhanced services" market. That FCC regulatory regime, today known as Computer II, gave birth to the notion of infrastructure separate from applications in the law (it had been part of telecom architecture for some time, of course). "What the basic tenet of 'common carriage' deals with is, essentially, unreasonable discrimination. Everybody seems to think that, if I say it's common carriage, I can never discriminate or do anything. No, you can. But you can't do it on the basis... of arbitrary distinction."
–Earl Comstock, Former CEO, COMPTEL That same regime was carried forth in the '96 Act, says Comstock, which as he interprets it, states that as long as all service providers can obtain access to the underlying transport layer on equal terms with one another, the terms themselves would not need to be regulated. As time passed, he says, successive Congresses and successive Commissions lost track of how new technologies (broadband, Wi-Fi, cloud) were from a legal perspective scaled-up versions of the same basic constructs. "Essentially the FCC made a decision, for whatever reason, that they did not like the framework that Congress had adopted. So they started defining people as 'information service providers'--a term not found in the statute--in order to create a situation for which Congress had supposedly provided no rules... Using their status as the 'expert agency,' they got away with it... The FCC decided to overturn their prior decisions, but they also, frankly, presented a lot of false information to the courts. They made blatantly wrong statements about the nature of the services being offered." Those statements were formal interpretations of Congressional mandates of how the FCC should carry out its regulatory mandate, to which the law says, when in doubt even the courts must defer ("Chevron deference"). In Part 2 of our conversation with Earl Comstock next week, we'll talk about how he believes the original legal building blocks for sensible Internet regulation---legal precedent dating back to 1954--were obscured by a more populist perspective of the Internet as both an inviolable structure and a human right. For more:
- see my article on International Business Times on the net neutrality roadblock Related Articles:
FCC's net neutrality dissenters: Deregulation is better alternative
FCC Chair: Swallow 'commercially reasonable' or I'll sic Title II on you
FCC Chairman Wheeler: There's the Internet, then there's interconnection Read more about: Net Neutrality, FCC
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4. Cisco Android desktops: Its bid to replace PCs in the office
There are three key preconceptions about the modern technology market which are all being challenged in one fell swoop today: 1) Cisco is a manufacturer of networking components that also dabbles in the videoconferencing market; 2) Android is an operating system for smartphones and small devices; 3) the screen that occupies the desktops of people's offices is itself mostly occupied by Microsoft Windows. In an unusual and somewhat unexpected bid today, to kick off its annual conference in San Francisco, Cisco introduced two hardware components aimed at executives and managers who have desktop PCs, who don't use them much anymore except for conferencing and are eager to get rid of them. They're being called "desktop collaboration devices." Cisco's new models DX70 and DX80 are full screens with cameras attached. But while they perform the videoconferencing functions that Cisco is mainly known for, the company's collaboration marketing director, Chris Wiborg, confirmed to FierceEnterpriseCommunications that both models are full Android devices, including the ability to download and install apps from Google's Play Store.  "This unit [DX80] by itself is an Android desktop," said Wiborg. "Behind the scenes, what you're seeing is a video conversation, but it actually is an Android device in and of itself." The videoconferencing function of DX80--and, by extension, DX70--is an app that the Android system is multitasking. A user can pinch-to-zoom the video screen, and shrink it to reveal a desktop that's not much different in style or function than that of a Samsung Galaxy smartphone.
Similar to the company's existing EX90 model, the DX80 will be able to split screens. One device, such as a smartphone or tablet, can be plugged in via HDMI. Its output is then presented in what Cisco calls a "two-up" mode, alongside the current vcon stream. "What we expect in some cases is, you just don't need an additional monitor on your desk anymore," continues Wiborg, "given the size of this, and given some of the functionality that you can pipe into it through the HDMI connection." In its early promotional photos of DX70 and DX80, Cisco is careful to show laptop PCs tucked away in the corner. These new devices may not be personal computers unto themselves. But the borderline between a PC and an Android device is blurring, and Wiborg confirmed that, with the DX80's wireless keyboard, a user could easily install Google Apps and run them on the system performing some of the same functions for which users rely upon PCs today. A virtual desktop session with a Windows OS, such as can be achieved with Microsoft's Remote Desktop Client for Android, is not at all out of the question. Cisco needs to move multi-party, hardware-driven videoconferencing into rooms other than the conference room. To that end, the company has realized that it could not add a vcon system to an existing office without simply adding to the clutter. Most executives don't want more screens unless they're in the stock trading or media businesses. "Let's assume your productivity app is in the cloud. Guess what?" says Wiborg. "I can essentially replace a lot of things you do with one of these units. We're not positioning it as a replacement for the PC because there are certain things that you're going to be able to do there that you're not, on a pure Android device. If I've got a tablet, I may still have a PC for certain things. But if I'm consuming documents and sharing them in a collaborative session, this [DX80] is all I need." The 23-inch diagonal DX80 will include some features seen on other Cisco vcon devices, including the ability to filter out all other noise from a conversation except the sound of the speaker, depending on where the speaker is positioned and where she may be moving. DX80's U.S. list price will be $3,990. The 14-inch DX70 will be available in configurations starting at USD$2,750. Both will support the company's expanded on-premise telepresence, as well as its new cloud-based Collaboration Meeting Room service. The latter promises to let registered users host meetings from whichever device they happen to be nearest to, ranging from a smartphone to the DX80, by way of WebEx if necessary. Participants can join in from any standard endpoint of their choice, including a PC or tablet running Microsoft Lync. Related Articles:
Cisco fights to keep videoconferencing screens relevant
Cisco on UC: We have to think like a consumer tech company Read more about: Cisco, Chris Wiborg
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Also Noted SPOTLIGHT ON... As OpenStack grows, can it remain open? This edition of Spotlight features three articles on the same topic, because I'd like you to see the different angles here: Evidently the emergent theme from last week's OpenStack conference was, there's a right way and there's a wrong way. Whenever any community comes to the realization that what it's doing truly is of significance, it takes a step back and starts re-evaluating its standards and practices. This is a good and necessary step, but it's important that in the process, it's cautious about whether its response to that re-evaluation forces itself to stop being a community. Read more:
OpenStack and Cloud Foundry [ActiveState company blog]
HP strengthens commitment for open networking and the open cloud [Linux.com]
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