Software Distribution, Customer Experience and the IoT: Get Ready for Fast, Scalable and Secure Software Delivery

Software Distribution,
Customer Experience
and the IoT
Get Ready for Fast, Scalable and Secure
Software Delivery

David Johnson
Principal Analyst
Melis Unsal
Product Marketing
Manager
Christopher Fan
Senior Product
Manager

4© 2017 FORRESTER. REPRODUCTION PROHIBITED.
First, a Little Background on Customer Experience
The 3 E’s of Customer Experience

How Important is Software Distribution to CX?
› It’s the start of the customer experience journey after the sale
› The quality of your software distribution capability impacts:
• EASE: Is it easy or hard for customers to deploy your products?
• EFFECTIVENESS: Are customers able to deploy them to the right people,
every time, without fail?
• EMOTION: Is the process enjoyable or is it frustrating?
› Psychologically, the effect of negative setbacks on emotion is 3-4
times stronger than the positive impact of progress.
• Poor software distribution has an outsized impact on CX when it fails.
• You must get it right the first time

Improving Customer Experience is the #1 Driver
10%
12%
12%
14%
14%
15%
17%
19%
19%
21%
21%
21%
22%
23%
29%
0% 5% 10% 15% 20% 25% 30% 35%
Achieve better business transparency
Improve business agility for responding to disruption
Consolidating infrastructure
Accelerate transformation to digital
Better leverage our data assets
Create Innovation for the business
Ensure compliance, reduce risks or improve security
Monitor, improve, and optimize process performance
Gain competitive advantage
Streamline processes
Upgrade or replace outdated systems
Key to revenue growth
Develop better products and services
Winning new customers
Improve customer experience
What are the most important goals/drivers your organization considers when planning or
orchestrating your software strategy?

Software Distribution Quality Impacts
› Direct revenue: Conversion & abandonment rates, average order
size, cost per order, margin.
› Support costs: Number of calls, cost per call, time to resolve
› Customer loyalty: Customer sat., feature usage, net promoter
score, customer lifetime value, incremental purchase revenue, etc.

The Problem Is Getting Bigger
› “31 billion devices connected” by 2020 (Intel)
› “41 billion active wireless connections” by 2020 (ABI)
› “50 billion connected devices by 2020” (Ericsson)
› “50 billion things” connected by 2020 (Cisco)
› “75 billion devices connected” by 2020 (Morgan Stanley)

Other Trends Affecting Software Distribution
› Rising user experience expectations of enterprise buyers
› Compliance mandates that require accurate counts for entitlement,
export and record-keeping
› Security mandates requiring software to come from trusted
sources, and frequent software updates
› Today, 44.8% of enterprise application portfolios are vendor-built
• In 2 years, it will still be 44%
› Today, 35.5% of application portfolios are traditional, on-premise.
• In 2 years, we expect it will still be >30%

Budget, security and alignment are the top concerns
13%
15%
15%
17%
19%
20%
21%
23%
25%
25%
32%
43%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
Difficulty mixing architecture governance with Agile and DevOps
Lack of business C-level executive support
Availability of partners to help us
Inadequate change management programs (communications, incentives, etc.)
Lack of strategic vision
Legal and regulatory compliance
Lack of adequate user training
Inadequate or missing relevant internal skills
Inflexible or hard to change culture
Lack of alignment between IT and business
Security
Budget
What are the biggest challenges your firm faces when orchestrating its software strategy?

Source: Forrester’s Global Business Technographics Networks and Telecommunications Survey, 2016

Hot Spots Emerge in Different Industries
Source: The Internet of Things Heat Map, 2016 Forrester report

Kroger’s IoT temperature monitoring helps
customers AND employees
 Kroger’s grocery stores use
IoT to improve food quality
and lower rates of spoilage
 A highly manual process
(2 employee visits a day to
check temperature) replaced
by an automated one
https://www.forrester.com/report/How+To+Design+InternetOfThings+Engagements+In+Retail+Hospitality+And+Travel/-/E-RES135858

Every Device Has a Lifecycle to Manage
• Image/Flash the device
• Initial deployment
• Apply personality, configuration, install apps
• Ongoing patching/updating
• Configuration changes
• Break-fix
• Retirement
Lifecycle Steps

Which Creates Special Problems for Software
Management
› MDM/EMM vendors have limited PC, Mac management capabilities
› IoT platform companies have poor software deployment…
› …or they add to the management tool proliferation problem
› Accurate device targeting with contextual data remains a challenge
› IT pros need both excellent software deployment AND one tool and
platform to do it with for all devices.

Mobile Strains Conventional Software Distribution
Methods
› Devices vary widely in OS platforms, update mechanisms and
software package sizes.
› Example: Updating 20,000 LTE IoT devices with a 100MB package
= 2TB data transfer over wireless network.
› Doing it reliably requires advanced features like checkpoint restart,
peer-to-peer, rapid deployment and validation.
• Perfect set of use cases for a content distribution network

Does your firm have security policies and tools in place for the following types of activities?
5%
5%
4%
4%
5%
4%
4%
4%
14%
13%
10%
12%
12%
10%
10%
9%
34%
33%
32%
32%
31%
33%
31%
30%
45%
45%
48%
48%
49%
50%
51%
52%
3%
4%
6%
4%
2%
3%
4%
5%
Employee use of tablet devices
Employees' personal use of social networking sites like
Facebook and Twitter
Business use of Internet of Things (IoT)/M2M solutions
Business use
Employee use of smartphones
Business use of consumer-oriented file-sharing and sync tools
Business use of SaaS applications
Business use of IaaS and PaaS services
No security policies
We have security policies but no tools to enforce them
We have security policies, but our tools are insufficient
We have security policies, and our tools are sufficient
Only 48% Believe Their Tools are Sufficient for IoT
Global
Base: N=3,158 (Global); Security decision-makers (20+ employees)
Source: Forrester's Global Business Technographics Security Survey, 2016

When thinking about Internet of Things (IoT)/M2M initiatives, what level of concern does each of the following
present for your firm?
58%
59%
60%
60%
61%
62%
63%
65%
67%
73%
Internal hackers
Analytics
Internet of Things (IoT)/M2M device hardening
Physical compromise due to Internet of…
Firmware updates
Lack of authentication and authorization for…
Third party collection of device usage…
Denial of service attacks to intelligent devices
Privacy violations
External hackers
Updating is the Most Important Capability Because…
Base: N=2,053 (Global); Security technology decision-makers who are concerned with the risk that Internet of Things (IoT)/M2M solutions can introduce
to their firm
Source: Forrester's Global Business Technographics Security Survey, 2016

Review
› IoT is driving disruptive change in global business
› The diversity of devices is straining software distribution capabilities
• You need accuracy and reliability
• Entitlements and security
› Enterprise technology decision-makers don’t have the right tools
• Too many consoles
• Too many different targeting and transport mechanisms

FORRESTER.COM
Thank you
© 2017 FORRESTER. REPRODUCTION PROHIBITED.
David K. Johnson
+1 303.522.0579
dajohnson@forrester.com
Twitter: @david_kjohnson
LinkedIn: https://www.linkedin.com/pub/david-
johnson/3/720/610

AKAMAI
Melis Unsal - Product Marketing Manager

©2017 AKAMAI | FASTER FORWARDTM
AUDIENCES
ARE GROWING
DOWNLOAD
CADENCE IS
RISING
DEVICE
LANDSCAPE IS
FRAGMENTED
FILE SIZES
ARE
INCREASING
SOFTWARE
DELIVERY
ISN’T LIKE
IT USED TO
BE

File Sizes are Increasing
Ways to optimize handling of larger files
Smaller initial downloads, more frequent updates1
Prepositioning content on devices close to the end user2
Leveraging various delivery protocols3

Audiences are Growing
Managing Unpredictable Demand Spikes
12AM
11/12
20,000
15,000
10,000
0
Gbps
5,000
12AM
11/20
12AM
11/28
12AM
12/06
12AM
12/14
12AM
12/22
20+ Gbps
12AM
12/30
12AM
01/07
Marketing Campaign
Software/Product Launch

The Device Landscape is Fragmented
Security is a Critical Consideration
Source: Akamai State of the Internet, Security, Q3 2017
TOP DDoS ATTACK
COUNT Q3 2017:
612
Access Control
to manage user access to your
software
Token Authentication
to prevent link sharing
HTTPS-supported delivery
to securely transport content
over TLS
Shared & Custom Certification
to provide an additional layer of
authenticity
Content Targeting
to limit content in certain
geo regions

Download Cadence is Rising
Driving Long-Term User Engagement is Key
Performance
Download failure rates
can be as high as 50%
for large files1
Speed
40% abandon when
software takes too
long to update2
Reliability
Undelivered software
won’t generate
returns for your
business
1 Akamai Internal, https://content.akamai.com/PG1526-PerformanceMatters.html
2 Cooper Waddell, Deconstructing Mobile & Tablet Gaming (EEDAR, 2014), 32.

The Must-Haves for a Download Delivery Solution
Ensure 100% Reliability
for delivery of downloads to even
the most remote users
Enable Visibility and Reporting
into download performance,
fulfillment rates and the user
experience
Provide Flexibility
to work around changes in
network conditions and to
prioritize critical downloads
Improve End User Experience
by efficiently managing speed
and performance of large file
downloads
Secure Delivery to Users
over HTTPS, encryption
capabilities, access control and
token authentication

The Solution

230,000+ SERVERS – 1,400+ NETWORKS – 110+ COUNTRIES
ACCELERATING DAILY TRAFFIC
40+ TERABITS PER SECOND
40+ MILLION HITS PER SECOND
2+ TRILLION DELIVERIES PER DAY
100+ PETABYTES PER DAY
100 MILLION PAGE VIEWS PER SECOND
DAILY MOBILE TRAFFIC PEAKS OF 1 TEREBIT
100+ BILLION API REQUEST PER DAY
Akamai – Making the Internet Fast, Reliable, and Secure
We are the leading provider of cloud services for delivering, optimizing and securing
online content and business applications.

The Solution: Akamai
An integrated solution with a global footprint to ensure your software
and licenses are delivered fast, reliably, and securely.
Media AccelerationDownload Delivery NetStorageForeground
Download
Enhances
performance of
content delivered
over the internet
A delivery solution built
for superior capacity,
scalability, performance,
and availability
Secure, redundant,
cloud storage to
maximize delivery
performance and
reliability.
Improved download
speeds and times for
large files

FLEXERA
Christopher Fan - Senior Product Manager

ELECTRONIC SOFTWARE DELIVERY
• Deliver software electronically, based on
customer entitlements
• Fast, secure and scalable, using the Akamai
Content Delivery Network
• Clear revenue recognition event
• Automate the fulfilment of export compliance
requirements
• Track downloads
Deliver Software to Right Contacts – At the Right Time
33Based on Akamai Technology

FLEXERA + AKAMAI = Partnership for Customer Success
© 2017 Flexera | Company Confidential 34
• What products
need software
delivered?
• What users are
eligible for
download?
Recognize Revenue
Download Receipt
Customer Portal

Ship a Secure
Product and
Protect Your IP
Manage Software,
Devices, and
Customer
Entitlements
Analyze Adoption,
Feature Usage and
Account/Renewal
Health
Monetize and
Drive Recurring
Revenue
SOFTWARE SUPPLIERS:
SHIP A SECURE PRODUCT AND GROW YOUR BUSINESS
Monitor Usage and
Device Data

FLEXNET OPERATIONS
Modular, to Meet Your Demands
Data and Analytics
Products & Customers
Entitlements, Usage, Renewals, ...
E N A B L E N E W
B U S I N E S S M O D E L S
A U T O M A T E S U B S C R I P T I O N
M A N A G E M E N T
D R I V E C U S T O M E R
G R O W T H
87%
Advanced
Lifecycle
Management
Advanced
Organization
Management
Usage
Management
Electronic
Software
Delivery
Customer
Growth
Cloud
Licensing
Service

FLEXERA SOFTWARE MONETIZATION PLATFORM
Data and Analytics
Products & Customers
Entitlements, Usage, Renewals, ...
E N A B L E N E W
B U S I N E S S
M O D E L S
A U T O M A T E
S U B S C R I P T I O N
M A N A G E M E N T
D R I V E
C U S T O M E R
G R O W T H
87%
SaaS
Application
Platforms
Embedded
& Devices
FlexNet Operations FlexNet Licensing
Customer Portal
Integration
Framework
• ERP
• CRM
• Billing
• …
All Deployment ModelsAll Monetization Models

© 2017 Flexera | All rights reserved
THANK YOU
David Johnson
Principal Analyst
dajohnson@forrester.com
Melis Unsal
Product Marketing Manager
munsal@akamai.com
Christopher Fan
Sr. Product Manager
cfan@flexera.com

Software Distribution, Customer Experience and the IoT: Get Ready for Fast, Scalable and Secure Software Delivery

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Software Distribution, Customer Experience and the IoT: Get Ready for Fast, Scalable and Secure Software Delivery