NetSuite announced results of its sponsored study at this week's National Retail Federation show in New York, shedding light on technology adoption in a retail setting. The study suggests that merchants are not doing what customers would want and that they have a misguided perception of the situation. The findings indicate that merchants may have gotten some things very wrong.

There's been way too much obsessing about how artificial intelligence and machine learning will eliminate jobs. For example, 60 Minutes recently ran a feature about AI venture capitalist Kai-Fu Lee, one of many stories predicting the elimination of jobs and a dystopian takeover of the world, or so it seems, by machines. Lee is a persuasive voice.

To say I'm typically not a fan of CES would be an understatement, but this year was very different. A combination of better logistics and fewer people at the show, coupled with some truly earth-shattering content, made CES a must-attend event this year. One of the things that jumped out at me is that IBM announced a compelling fix for the border wall controversy.

After several years of instability on this list, 2018 saw things settle down a bit. In past years, blogs would make the list for a flurry of great posts one year, then fizzle the next. Sometimes, bloggers would change careers and their CRM content would dry up. Once in a while, a great blogger would get hired by a major vendor and see his or her output bent to fit the corporate line.

Why have Microsoft and Apple been wasting the time of their users? My latest irritation concerns the disappearance of the Microsoft Word "Recent" folder from my MacBook. It was simply gone. Vanished. Poof. To make matters worse, this same thing has happened twice this month. From what I've heard, this problem has been occurring for many years. It just affects different users each time.

For those who try to keep their finger on the Linux community's pulse, 2018 was a surprisingly eventful year. Spread over the last 12 months, we've seen various projects in the Linux ecosystem make great strides, as well as suffer their share of stumbles. All told, the year wrapped up leaving plenty to be optimistic about in the year to come, but there is much more on which we can only speculate.

Disruptive innovations are only disruptive for as long as it takes competition to develop and thus create a market. Worse, for the disruptor, the niche it created can spawn other niches. Social networking provides a vivid example. First, there were networking sites that could help you find a job or a sales lead. Then there were social sites whose purpose was simply, well, networking.

We are approaching critical mass on a number of technologies that we will see increasingly this year. This wave will start at CES, where we will see an impressive number of attempts at personal robots and AI-powered digital assistants. Most will fail, but both the failures and the few successes will set the stage for the first true mobile personal robots that will arrive in the following years.

I've been writing a forecast column every year at least since W was president. Nothing's wrong with that, lots of people do. However, I often find that my forecast is more of a wish list than a true prognostication, so this time I'll dispense with the fiction of analytical rigor and just say what I think needs to happen. First, the industry is consolidating. The big and successful companies are competing on a different plane than the smaller ones.

Picking a product of the year is anything but trivial because the products I cover every week range from headphones to laptops to books, cars and more. So, I thought I'd try something different this year and pick six products that each deserve the title and then name a winner that stands out from the rest. This allows me to simplify the task and get around a bit of a writer's block I've been having on this subject.

When I think of corporate responsibility, one company tends to float to the top, and that is Cisco. With massive efforts to train people all over the world in the critical networking skills needed to secure and expand global communications, Cisco has been taking a major chunk out of joblessness. It has invested millions to reduce homelessness near its headquarters, for example.

The cable TV industry has been changing over the last decade and lately has been penetrating the wireless space. Brands like Xfinity Mobile, Spectrum Mobile and Altice Mobile have emerged. Cable One, a smaller cable television company, has announced its new brand, Sparklight. Could this be its first step toward offering a wireless service? That's the direction I think it could be heading.

Oracle narrowly missed its number last quarter, so it was good to see the company come roaring back -- it made a lot of money. More importantly, many analysts have conceded that Oracle has reached a point in its infrastructure deployment where it can mount a serious challenge to other providers and supply the needed cloud services for its ERP and cloud database businesses.

The Dunning-Kruger effect is a cognitive bias that leads relatively unskilled individuals to believe their ability is be much higher than is accurate. The individuals might be highly skilled and successful in other areas, but they behave like novices in new areas outside of their skill zones. The bias was observed experimentally for the first time in 1999, by David Dunning and Justin Kruger.

Why would Apple want to put Qualcomm out of business? It'is because Apple uses a lock-in strategy, where once on an Apple platform it is painful to get off. Most of the smart Apple iPhone users I know actually use Google apps and Google's infrastructure and other third-party tools on their iPhones, so if they want to move to an Android phone they can move almost seamlessly.

Oracle has filed a suit in federal court over the $10 billion Pentagon JEDI contract to be awarded to a single vendor. Oracle claims that the single-vendor award is unfair and illegal, a claim it first filed with the GAO, or Government Accountability Office. The suit followed the GAO's denial of Oracle's claim. My first instinct was to call this legislative entrepreneurship.

You can roughly chart a product's lifecycle based on how it is sold, and this may be having a profound effect on CRM. In general, product categories start with disruptions but commoditize over time, and because of this, the economy needs to be refreshed with new disruptions to drive it. Disruption dominates the early phases of category growth, and the best use case is not always apparent.

December has become consistent with the Chinese curse, "May You Be Born In Interesting Times." We are up to our armpits in wars. Qualcomm and Intel are fighting for 5G control, and Intel is tearing itself apart. Microsoft passed Apple in valuation, largely because it has not been focusing on Apple. The Huawei founder's daughter has just been arrested, at the request of the U.S.

IBM's artificial intelligence creation Watson wowed the world with its appearance on the TV game show, Jeopardy! less than a decade ago. It was amazing to see a computer play against human beings and do so well. It showed how IBM was on a rapid growth path. However, in the years since, it has been struggling to maintain that leadership position as the AI growth wave has been building.

The hoopla over vertical market or industry CRM might be eclipsing a similar move that does the same kind of thing but with less fanfare. In the end, we might be discussing two iterations and just a difference of degree. The proliferation of CRM development platforms by companies like Microsoft, Oracle, and especially Salesforce, is changing how we regard core functionality.

This is the time of year for a product guide. I'm a big fan of products most people don't have that solve a specific work problem, as well as those that could make your life easier, more comfortable or more fun. I like to give gifts that people actually would use. In some cases, due to the cost, these may be things you'd buy only for yourself, a spouse, or a relative you really want to impress.

Andy Jassy, CEO of Amazon Web Services, announced that AWS customers would be off all Oracle databases by the end of 2019 and running on one of Amazon's database products. This is not the first time the market has heard something like this, but this time could be different. The statement comes on the heels of Amazon spending significant coin on Oracle licenses a few months ago.

My only question about Salesforce's recent revenue announcement is why the company described the vast majority of its nonprofessional services revenues as "subscription and support." Proserv revenues were appropriately small, at $224 million, while subscription and support was $3.17 billion, or 26 percent more than the same quarter a year earlier. Nice going, by the way.

I'm a longtime Jaguar fan. I've owned a ton of them over the years, and I've had both good and bad experiences with the cars. Currently I own two -- a 1970 XKE and a 2014 F-Type -- and they are about to get a sibling. I've ordered a new Jaguar I-Pace, which is the first legitimate challenger to Tesla, which surprised the automotive industry much like Apple surprised the mobile phone industry.

Earlier this year, in response to reports that Russian actors had used Facebook to disrupt the 2016 election, I wrote a few pieces about how one might go about fixing the problem. I am not sure I have solutions for everything, but what motivates me is the sagging feeling that settles in whenever society throws up its hands and punts. We can do better.

You would think that a successful company like Apple would want to learn what ticks off its customers, and then fix the problems. You would think that it would learn that its negative-thinking artificial intelligence assistant, known as "Siri," is ticking off users. Few people want to hear the opinion of a computer, especially when it contradicts their own opinion in a negative way.

Several years ago, my wife and I invested in a project called "Sanctuary Belize" and, like many of the investors, we were incredibly excited about the prospect of retiring in paradise. After a time, things just weren't adding up. The company supposedly put controls in place to reverse course, but we exited the project. As it turned out, those controls either were not put in place or failed.

Amazon recently disclosed its 2015 decision to scrap a recruitment tool used to hire talent, after finding that it had a bias against women. While this story has been covered sufficiently, there is a much greater story still to tell: A substantial amount of the AI technology that currently is used for recruitment and human resources purposes has been acting independently for some time.

How do they really know? That's the question that immediately comes to mind in reviewing the top-level data from Voxpro's recent survey of customers and their relationship with chatbots. The data show that 68 percent of consumers haven't used chatbots to contact a brand. About 1,000 people answered the survey. How reliable is that number, though? I'm not disrespecting Voxpro -- just the opposite.

The shift of live content from traditional broadcast television to online sources has significantly changed the video industry -- and especially, the news media industry. News typically derives its value and attracts viewers with live updates and real-time engagement. The rise of live online alternatives extends those capabilities to nontraditional voices in the digital realm.