future tech for concur user conference
Post on 30-Oct-2014
1.473 Views
Preview:
DESCRIPTION
TRANSCRIPT
1-10 © 2009 IDC Copyright 2008 IDC
Michael Fauscette, Group Vice President, SBS
1-10 © 2009 IDC
Social Business
Lasting Change Cloud
Mobility
New Normal
1-10 © 2009 IDC
1-10 © 2009 IDC
Why do I care?
Customers are congregating.
There is a massive aggregation of thoughts and perspectives.
Customers are talking about your company/your products.
Customers are tired of old interaction models that are defined by the company and at the company's convenience.
Customers want a voice & will seek out opportunities to be heard.
1-10 © 2009 IDC
2010: Business has changed!
http://www.telegeography.com/product-info/map_internet/images/internet_map09_lg.gif
• Connected
• Global
• Competition
• Innovate!
• Mobile
• BYO workplace
1-10 © 2009 IDC
Social Business
• Connected
• BYO Workplace
• Socialytics
• People as the platform
Changing culture
1-10 © 2009 IDC
Social Business
Internal
External
Sales – Marketing – Product – Support - Service
Blogs – Communities – Social Networks - Ideasourcing – Microblogs – Syndication – Virtual Conference - Video
Wiki’s – Social Analytics – Collaboration – Mashups – Platforms -
1-10 © 2009 IDC
What’s happening?
8
Sales The “mom & pop” effect Mining social data Predicting needs
Marketing Sentiment My way Customer defined products/services Loyalty (+analytics)
PR Transparency Collaborate / partner 1:1
Customer Service Community When, where, how Preventative User generated content
1-10 © 2009 IDC
Social Software Solutions
Consumer Apps CRM Content
Apps Collab PLM
Socialytics
Social Platforms
Stand-a-lone Social Apps
Embedded Social
Features
Stand-a-lone Social
Platforms
HCM Financials SCM EPPM
1-10 © 2009 IDC
Social Software Solutions Vendors
Consumer Apps CRM Content
Apps
Online Community Platforms
Facebook LinkedIn MySpace Twitter Google Apps
SocialText Lotus Connections Sharepoint Jive Google Apps
Collab
Concursive UserVoice Oracle Bright Idea Lithium Neighborhood America Omniture
Google Apps Cisco Eos Reality Digital MyLife OneRiot Wink
Socialytics
1-10 © 2009 IDC
“There’s an app for that!”
Mobility
1-10 © 2009 IDC
Mobility
• The new enterprise desktop
• Augmented Reality
• Context aware applications / location based
• Android is the next “killer” product for Google
1-10 © 2009 IDC
The Next Gen Web – Mobile Users
Share Of U.S. Online Users Also Accessing The Internet Through a Mobile Device
Also Mobile Use 31.9%
No Mobile Use 68.1%
n = 3176. Mobile users = respondents who reported using one of the following to access the Internet: portable game console, feature phone, smart phone, Internet tablet, personal media player, personal navigation device, e-book reader. * Source: Digital Marketplace Model and Forecast v1.3 draft, forthcoming.
Total number of U.S. Internet users in 2008: 247.1M*. Total number of U.S. mobile Internet users: 78.8M.
Time: 45 hr/wk total 38 hr/wk Stationary 7 hr/wk Mobile (5%)
1-10 © 2009 IDC
The Next Gen Web - Mobile Content
0% 20% 40% 60% 80% 100%
Cars Business and finance
Travel Technology
Health Sports
Local information Entertainment
Weather News
Mobile Usage Stationary Usage
1-10 © 2009 IDC
Augmented Reality: Location + Context + Content
1-10 © 2009 IDC
The Next Gen Web
Static Web
Social Web
Transaction Web
Semantic Web
Web 1.0 Web 1.5 Web 2.0 Web 3.0
?
1-10 © 2009 IDC
The Next Gen Web
? Real-time Mobile Ubiquitous access Built for Web communication Decentralized Modular / reusable Increasing interconnectedness
1-10 © 2009 IDC
With Video….
Trust Connection Visual instincts
1-10 © 2009 IDC
With Video….
1-10 © 2009 IDC
With Video….
1-10 © 2009 IDC
Some Implications for the Travel Industry
Social Customer Service
Ranking / Ratings – The Wisdom of Crowds
Ubiquitous information access
Virtual conferencing
Mobile Real-time
Always on Transparent
Video Trust
1-10 © 2009 IDC © 2008 IDC
Michael Fauscette mfauscette@idc.com Twitter: @mfauscette Blog: www.mfauscette.com
Contact
top related