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Taking Advantage of Digital Disruption in Travel and Expense

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At Concur client roadshow in Washington, D.C. Roadshow, guest speaker Ted Schadler, co-author of "Empowered" (Harvard Business Review Press) and Principal Analyst at Forrester Research, Inc., …

At Concur client roadshow in Washington, D.C. Roadshow, guest speaker Ted Schadler, co-author of "Empowered" (Harvard Business Review Press) and Principal Analyst at Forrester Research, Inc., provided insight into the industry trends, and how these are impacting your Corporate and Government Travel and Expense (T&E) initiatives. This presentation was followed by Concur's SVP and GM, Federal Government Jim Lucier to talk about how Concur is harnessing digital disruption. Learn more on digital disruption from Forrester: http://bit.ly/1gpluQU

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  • 1. Making Leaders Successful Every Day
  • 2. Taking Advantage Of Digital Disruption In Travel And Expense Ted Schadler, Coauthor of Empowered November 13, 2013
  • 3. Agenda › What is digital disruption? › How does it affect markets? › How can you take advantage of it? © 2013 Forrester Research, Inc. Reproduction Prohibited 3
  • 4. What in the world is digital disruption? When companies adopt technology, they do old things in new ways; When companies internalize technology, they find disruptive new things to do. © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 5. Digital disruptors raise the bar › They build better product experiences › That create stronger customer relationships › Doing it all faster than before Digital disruption economics requirethis. permit © 2013 Forrester Research, Inc. Reproduction Prohibited 5
  • 6. How digital disruption economics work Old disruption 10 x the innovators Digital disruption 1/10th the cost 100X the power Source: October 27, 2011, “The Disruptor’s Handbook” Forrester report © 2013 Forrester Research, Inc. Reproduction Prohibited 6
  • 7. Disruption isn’t new . . . Image source: Photo Dictionary (www.photo-dictionary.com)
  • 8. . . . but digital disruption is Source: NBC News and The Associated Press (http://photoblog.nbcnews.com/) Image source: Associated Press (AP.org) © 2013 Forrester Research, Inc. Reproduction Prohibited 8
  • 9. How does digital disruption affect markets? Platform creators Experience creators
  • 10. Digital disruptors can be a positive force › › › › Dramatically improve services Support new patterns of life and work Ultimately, cut service costs . . . Including those in travel and expense
  • 11. Mobile devices are on the rise, fueled by employees’ desire for freedom © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 12. Expense and travel app adoption lags on smartphones and tablets “Which applications do you use on these devices for work?” Email Intranet portal File sync & share Expense apps Travel apps Source: Forrester Forrsights Global Workforce Survey, 2012 © 2013 Forrester Research, Inc. Reproduction Prohibited 65% 21% 16% 15% 24% 24% 14% 19% 22% 16% 19% 15% 90% 75% 60% Computer (N = 2,699) Tablet (N = 605) Smartphone (N = 1,303) Base: Information workers using each device 12
  • 13. 52% Are “frustrated when something I want isn’t on my phone.” Base: Highly mobile adults 23% “Checked my travel itinerary” on a mobile device.* *Base: 675 adults taking 2 or more business trips in the last 12 months Source: North American Technographics® Community Panel (US, Canada) *Source: North American Technographics Auto and Travel Survey, Q3 2013 © 2013 Forrester Research, Inc. Reproduction Prohibited 13
  • 14. “We found a lower fare for your flight” (that takes sophisticated analytics) © 2013 Forrester Research, Inc. Reproduction Prohibited 14
  • 15. 84% See data as critical to planning, budgeting, and forecasting. Base: 603 business and IT decision-makers 71% Will spend IT budgets on analytics and big data in the next 12 months* *Base: 617 North American IT decision-makers Source: Forrsights Strategy Spotlight: Business Intelligence And Big Data, Q4 2012 * Source: Forrsights Services Survey, Q3 2013 © 2013 Forrester Research, Inc. Reproduction Prohibited 15
  • 16. Three steps to harnessing digital disruption 1. Look for service & delivery inefficiencies 2. Embrace new platforms for performance 3. Seek alliances that improve service & delivery © 2013 Forrester Research, Inc. Reproduction Prohibited 16
  • 17. Thank you Ted Schadler +1 617.613.5975 tschadler@forrester.com Twitter: @tedschadler

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