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Making Leaders Successful
Every Day
Prepare For
The
Connected
Business
Connected Enterprise 2014
ICT Media
May 13, 2014
Dr. Stefan Ried
VP, Principal Analyst
...
© 2014 Forrester Research, Inc. Reproduction Prohibited 3
The Age Of The Customer
http://solutions.forrester.com/empowered...
© 2014 Forrester Research, Inc. Reproduction Prohibited 4
We have entered the age of the customer
Source: October 10, 2013...
© 2014 Forrester Research, Inc. Reproduction Prohibited 5
Forrester’s four market imperatives
are motivating new integrati...
© 2014 Forrester Research, Inc. Reproduction Prohibited 6
Age of the customer example: Micro-Insurance
• SureNow Micro-Ins...
Context between systems of engagement and records is
the key integration challenge
Systems of record
host transactions in
...
© 2014 Forrester Research, Inc. Reproduction Prohibited 8
Challenges for the CIO and CEO: There is a threat to laggards th...
© 2014 Forrester Research, Inc. Reproduction Prohibited 9
Progressing From Functions And Features
To The Connected Business
© 2014 Forrester Research, Inc. Reproduction Prohibited
The connected business is much more than UC
Source:February4,2014,...
© 2014 Forrester Research, Inc. Reproduction Prohibited 11
The rise of the collaborative economy
Customers reject push sal...
What are your firm’s plans to adopt collaboration software?
(Percentage of respondents who selected “implemented/expanding...
© 2014 Forrester Research, Inc. Reproduction Prohibited 13
Airlines
Real estate
Mobility boosts competitive advantage and ...
© 2014 Forrester Research, Inc. Reproduction Prohibited 14
The Rise Of The Business Buyer
© 2014 Forrester Research, Inc. Reproduction Prohibited 15
Business buyers are becoming more involved in sourcing decision...
© 2014 Forrester Research, Inc. Reproduction Prohibited
Sellers’ odds of getting a follow-on meeting with IT or business
b...
© 2014 Forrester Research, Inc. Reproduction Prohibited
CIOs have a new role to play in connected business transformation ...
© 2014 Forrester Research, Inc. Reproduction Prohibited 18
Internet Of Things (IoT) Can Connect
Physical Products
© 2014 Forrester Research, Inc. Reproduction Prohibited 19
BYOD-Tablet Drove Mobile Business Software
© 2014 Forrester Research, Inc. Reproduction Prohibited 20
IoT crossing the chasm
© 2014 Forrester Research, Inc. Reproduction Prohibited 21
Checklist For CIOs To Progress Toward
The Digital Business
© 2014 Forrester Research, Inc. Reproduction Prohibited
Lessons learned No. 1: Set up a digital board to plan and navigate...
© 2014 Forrester Research, Inc. Reproduction Prohibited
Lessons learned No. 2: Plan your digital road map in three steps
S...
© 2014 Forrester Research, Inc. Reproduction Prohibited 24
Lessons learned No. 3: Incorporate the Internet of Things
› Add...
© 2014 Forrester Research, Inc. Reproduction Prohibited 25
Thank you
25 Entire contents © 2009 Forrester Research, Inc. Al...
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Prepare For The Connected Business

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Connected Enterprise is the annual networking event organized by ICT Media in The Netherlands for tech management executives and senior tech management decision-makers in the area of communication technology, mobility, cloud computing, virtualisation, unified communications and data centers. The event takes place on May 13 in Fort Voordorp, Groenekan, The Netherlands. For more information see: http://www.connectedenterprise.nl/

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Prepare For The Connected Business

  1. 1. Making Leaders Successful Every Day
  2. 2. Prepare For The Connected Business Connected Enterprise 2014 ICT Media May 13, 2014 Dr. Stefan Ried VP, Principal Analyst Forrester Research
  3. 3. © 2014 Forrester Research, Inc. Reproduction Prohibited 3 The Age Of The Customer http://solutions.forrester.com/empowered-customers
  4. 4. © 2014 Forrester Research, Inc. Reproduction Prohibited 4 We have entered the age of the customer Source: October 10, 2013, “Competitive Strategy In The Age Of The Customer” Forrester report
  5. 5. © 2014 Forrester Research, Inc. Reproduction Prohibited 5 Forrester’s four market imperatives are motivating new integration scenarios Transform the customer experience Embrace the mobile mind shift Become a digital disruptor Age of the customer Turn big data into business insights
  6. 6. © 2014 Forrester Research, Inc. Reproduction Prohibited 6 Age of the customer example: Micro-Insurance • SureNow Micro-Insurance • Escape the insurance competition for some time • Transform the customer experience • Embrace the mobile mind shift • Become a digital disruptor • Turn big data into business insight; e.g., fraud detection
  7. 7. Context between systems of engagement and records is the key integration challenge Systems of record host transactions in the virtual world. Systems of engagement guide people in their physical world. Source: November 16, 2012, “Great Mobile Experiences Are Built On Systems Of Engagement” Forrester report Systems of engagement empower people with context-rich apps to take the next most likely action.
  8. 8. © 2014 Forrester Research, Inc. Reproduction Prohibited 8 Challenges for the CIO and CEO: There is a threat to laggards that fail to adapt to these macro-trends Comms Automotive Music Film
  9. 9. © 2014 Forrester Research, Inc. Reproduction Prohibited 9 Progressing From Functions And Features To The Connected Business
  10. 10. © 2014 Forrester Research, Inc. Reproduction Prohibited The connected business is much more than UC Source:February4,2014,“ConnectedBusiness:ANewStyleOfDoing Business”Forresterreport
  11. 11. © 2014 Forrester Research, Inc. Reproduction Prohibited 11 The rise of the collaborative economy Customers reject push sales and engage in pull buying 49% of consumers freely give advice to others to help them make better decisions. Universal McCann study "The customer does not want choice. He just wants exactly what he wants." Joe Pine
  12. 12. What are your firm’s plans to adopt collaboration software? (Percentage of respondents who selected “implemented/expanding implementation”) 44% 57% All the rest (N = 1,443) Top performers 15%+ (N = 150) Base: software decision-makers from firms with 20 or more employees Source: Forrsights Software Survey, Q4 2013 Businesses that invest more in collaboration tools have higher revenue growth
  13. 13. © 2014 Forrester Research, Inc. Reproduction Prohibited 13 Airlines Real estate Mobility boosts competitive advantage and user engagement by enhancing business process digitization and workflow mobilization • Mobility is about reach and relevancy: • Engage with customers • Empower employees • Enhance and change business processes › Reach more endpoints (smartphones, tablets, laptops, wearables, etc.) › Provide contextual services (user location, preference, and situations)
  14. 14. © 2014 Forrester Research, Inc. Reproduction Prohibited 14 The Rise Of The Business Buyer
  15. 15. © 2014 Forrester Research, Inc. Reproduction Prohibited 15 Business buyers are becoming more involved in sourcing decisions of important IT initiatives Source: February 25, 2013 “New Dynamics Shape IT Services Spending” Forrester report
  16. 16. © 2014 Forrester Research, Inc. Reproduction Prohibited Sellers’ odds of getting a follow-on meeting with IT or business buyers are the same Source: February 7, 2014, “How Often Do Executive Buyers Want To Meet With Reps Again?” Forrester report
  17. 17. © 2014 Forrester Research, Inc. Reproduction Prohibited CIOs have a new role to play in connected business transformation to get business-line managers and CIOs to understand each other Source: February 4, 2014, “Connected Business: A New Style Of Doing Business” Forrester report:
  18. 18. © 2014 Forrester Research, Inc. Reproduction Prohibited 18 Internet Of Things (IoT) Can Connect Physical Products
  19. 19. © 2014 Forrester Research, Inc. Reproduction Prohibited 19 BYOD-Tablet Drove Mobile Business Software
  20. 20. © 2014 Forrester Research, Inc. Reproduction Prohibited 20 IoT crossing the chasm
  21. 21. © 2014 Forrester Research, Inc. Reproduction Prohibited 21 Checklist For CIOs To Progress Toward The Digital Business
  22. 22. © 2014 Forrester Research, Inc. Reproduction Prohibited Lessons learned No. 1: Set up a digital board to plan and navigate the transformation process toward the connected business Source: March 24, 2014 “Case Study: Philips’ Journey Toward Becoming A Connected Business” Forrester report
  23. 23. © 2014 Forrester Research, Inc. Reproduction Prohibited Lessons learned No. 2: Plan your digital road map in three steps Source: March 24, 2014 “Case Study: Philips’ Journey Toward Becoming A Connected Business” Forrester report
  24. 24. © 2014 Forrester Research, Inc. Reproduction Prohibited 24 Lessons learned No. 3: Incorporate the Internet of Things › Add a digital life to physical or service products. › Differentiate with digital services. › Extend or reshape your core business model.
  25. 25. © 2014 Forrester Research, Inc. Reproduction Prohibited 25 Thank you 25 Entire contents © 2009 Forrester Research, Inc. All rights reserved. Stefan Ried +49 69 959 29856 +1 650-581-3844 sried@forrester.com twitter.com/StefanRied blogs.forrester.com/stefan_ried forrester.com/Stefan-Ried http://solutions.forrester.com/empowered- customers

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