Michael Fauscette discusses how business is being transformed by social, mobile, and cloud technologies. Customers are increasingly congregating online and sharing their thoughts, while expecting to interact with companies through new digital channels. This is driving organizations to adopt social media strategies, leverage mobile apps, and provide content through cloud services in order to better engage customers.

1. Michael Fauscette, Group Vice President, SBS
©Copyright 2008 IDC
2009 IDC 1-10

2. New Normal
Social Business Mobility
Cloud Lasting Change
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3. Twitter
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4. 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.
© 2009 IDC 1-10

5. 2010: Business has changed!
• Connected
• Global
• Competition
• Innovate!
• Mobile
• BYO workplace
http://www.telegeography.com/product-info/map_internet/images/internet_map09_lg.gif
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6. Social Business
• Connected
• BYO Workplace
• Socialytics
• People as the platform
Changing culture
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7. Social Business
External
Sales – Marketing – Product – Support - Service
Blogs – Communities – Social Networks - Ideasourcing
– Microblogs – Syndication – Virtual Conference - Video
Wiki’s – Social Analytics – Collaboration – Mashups –
Platforms -
Internal
© 2009 IDC 1-10

8. What’s happening?
Sales Marketing
 The “mom & pop”  Sentiment
effect  My way
 Mining social data  Customer defined
 Predicting needs products/services
 Loyalty (+analytics)
PR Customer Service
 Transparency  Community
 Collaborate / partner  When, where, how
 1:1  Preventative
 User generated
content
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9. Social Software Solutions
Consumer
Apps Collab CRM Content PLM
Apps
Social Platforms
Socialytics
EPPM SCM HCM Financials
Stand-a-lone Embedded
Stand-a-lone
Social Apps Social Social
Platforms Features
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10. Social Software Solutions Vendors
Consumer
Apps Collab CRM Content
Apps
Online Community Platforms
Socialytics
Concursive
Facebook SocialText UserVoice Google Apps
LinkedIn Lotus Oracle Cisco Eos
Connections
Bright Idea Reality Digital
MySpace Sharepoint
Lithium MyLife
Twitter Jive
Neighborhood OneRiot
Google Google Apps America Wink
Apps Omniture
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11. Mobility
“There’s an app for that!”
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12. Mobility
• The new enterprise desktop
• Augmented Reality
• Context aware applications / location
based
• Android is the next “killer” product for
Google
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13. The Next Gen Web – Mobile Users
Share Of U.S. Online Users Also Accessing The
Internet Through a Mobile Device
Time: 45 hr/wk total
38 hr/wk Stationary
7 hr/wk Mobile (5%) Also Mobile Use
31.9%
No Mobile Use
68.1%
Total number of U.S. Internet users in 2008: 247.1M*.
Total number of U.S. mobile Internet users: 78.8M.
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.
© 2009 IDC 1-10

14. The Next Gen Web - Mobile Content
News
Weather
Entertainment
Local information
Sports
Health
Technology
Travel
Business and finance
Cars
0% 20% 40% 60% 80% 100%
Mobile Usage Stationary Usage
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15. Augmented Reality: Location + Context + Content
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16. The Next Gen Web
Web 1.0 Web 1.5 Web 2.0 Web 3.0
Static
Web
Transaction
Web
Social
Web ? Semantic
Web
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17. The Next Gen Web
?  Real-time
 Mobile
 Ubiquitous access
 Built for Web communication
 Decentralized
 Modular / reusable
 Increasing
interconnectedness
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18. With Video….
 Trust
 Connection
 Visual instincts
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19. With Video….
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20. With Video….
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21. Some Implications for the Travel
Industry
 Mobile
 Social Customer  Real-time
Service
 Ranking / Ratings –
The Wisdom of Crowds
 Trust  Video
 Ubiquitous information
access
 Virtual
 Always on conferencing  Transparent
© 2009 IDC 1-10

22. Contact
Michael Fauscette
mfauscette@idc.com
Twitter: @mfauscette
Blog: www.mfauscette.com
© 2008 IDC
© 2009 IDC 1-10