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Social Business Predictions 2014
Communities become Critical
IDC Social Business Team
Who Are We??
IDC Social Business Predictions Webinar

Michael
Fauscette, GVP
Software Business
Solutions
@mfauscette

Vanessa Thompson,
Research Manager,
ESN and
Collaborative Tech
@vanessathomps

Mary Wardley, PVP
Apps, CRM and CX
@mwardley

Lisa Rowan, RVP,
HR and Talent
Mangement Services
@lisarowan

2
Social Business

Partner Experience
Management (PXM)

Socialytics

Digital Commerce

Employee Experience
Management (EXM)

ESN and Innovation
Management

Customer Experience
Management (CXM)

Mobile

Cloud
© IDC Visit us at IDC.com and follow us on Twitter: @IDC

3
Top Trends
• Enterprise Social Networks expanding to reach and connect inside out and
outside in – APIs – connecting people, data and things
• From Social Applications to Applications that are Social – embedding social
into everything (round two) – the “next generation platform”
• True customer experience – connected apps and experiences
• Collision of analytics and social – making better business decisions
• Community continues to expand across multiple enterprise use cases –
innovation management, marketing, service, sales, partner management
and enablement, etc.

4
Social Business Predictions
1.

The use of community platforms moves beyond peer to peer support as
more businesses start to leverage communities across a variety of
enterprise functions
2. Market consolidation in digital marketing arena will continue but we are 3
years away from a comprehensive cloud – CMO in driver‟s seat
3. ESN becomes the platform for making better business decisions – sense
and respond models
4. SAP and/or Oracle will acquire a community vendor
5. ESN are becoming a platform for killing data / organizational / application
silos – open is a critical feature
6. 2014 is the year for Employee Experience
7. Embedding social functionality reaches 2nd generation of maturity
8. Changing business models help drive social workflow and innovation
9. This year we expect to see the emergence of a 'true' customer experience
capabilities - pressure forces emergence of „connected experience‟
10. Connecting assets to people and the social network – New ways to
leverage sensor data and the ESN platform to drive automation and better
decisions.
Communities

6
Market Consolidation in Digital Marketing
Arena Will Continue…..
but we are 3 years away from a comprehensive cloud – CMO in
driver’s seat
How many of your marketing channels
can you manage in one place?

GRAPHIC or CHART

© IDC Visit us at IDC.com and follow us on Twitter: @IDC

7
ESN Becomes the Platform for Making
Better Business Decisions

Systematic support for ad
hoc decisions

Automation

Limit

Copyright 2013 IDC
Acquisitions?
APIs / Open Platforms
2014 the Year of Employee Experience
 Employers can‟t affect
“engagement”
 Can‟t measure
engagement
 Can affect experience
 Predict:
• More social UX
• Heightened collaboration
• More transparent
performance measurement
• Faster feedback
• Just-in-time coaching,
mentoring

Importance of
Integrating Social
Recruiting
Performance
management

2014

Career and
succession planning

2014

Learning
management

2014

Compensation
management
3.20 3.40 3.60 3.80 4.00
Source: IDC survey of HR executives, March 2013, n=512

© IDC Visit us at IDC.com and follow us on Twitter: @IDC

11
2nd Generation of Social in Applications and
Platforms
Personal
Cloud

Sales
Intelligence

Performance

Idea Sourcing

In the Cloud
Next Generation Platform

Transaction – Decision - Relationship
Customer
Service

Procurement

Copyright 2013 IDC

Field
Support
Changing Business Models Help Drive
Social Workflow and Innovation
Pressure Forces Emergence of
„Connected Experience‟

© IDC Visit us at IDC.com and follow us on Twitter: @IDC

14
Connecting Assets to People and the Social
Network
Essential Guidance
•

Open is the key for socializing all applications

•

Vendors must simplify and integrate solutions for the new marketing organization to
be successful

•

Employers and vendors stop focusing on employee engagement and focus on
employee experience instead

•

The ESN is the key platform for building a better decision model for businesses.
Connect data, connected devices and people in real time for a sense and respond
model.

•

The community platform is the underpinning for all of the other social business
initiatives for employees, partners and customers. The customer community is an
essential tool for the next generation of support / service, marketing and sales (in
other words, it‟s essential for driving a successful CX strategy).
Thank You
Michael
Fauscette, GVP
Software Business
Solutions
@mfauscette

Vanessa
Thompson, Research
Manager, ESN and
Collaborative Tech
@vanessathomps

Mary Wardley, PVP
Apps, CRM and CX
@mwardley

Lisa
Rowan, RVP, HR and
Talent Mangement
Services
@lisarowan

17
Social Business Predictions
1.

The use of community platforms moves beyond peer to peer support as
more businesses start to leverage communities across a variety of
enterprise functions
2. CMOs / businesses continue to struggle with assembling a digital
marketing suite out of a multitude of fragmented and incompatible apps.
3. ESN becomes the platform for making better business decisions – sense
and respond models
4. SAP and/or Oracle will acquire a community vendor
5. ESN are becoming a platform for killing data / organizational / application
silos – open is a critical feature
6. 2014 is the year for Employee Experience
7. Embedding social functionality reaches 2nd generation of maturity
8. Changing business models help drive social workflow and innovation
9. This year we expect to see the emergence of a 'true' customer experience
capabilities from many companies as we start to drive CX enabled through
connected apps and devices plus leveraging the power of community.
10. Connecting assets to people and the social network – New ways to
leverage sensor data and the ESN platform to drive automation and better
decisions.

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IDC 2014 Social Predictions Webinar

  • 1. @IDCsocialbiz Social Business Predictions 2014 Communities become Critical IDC Social Business Team
  • 2. Who Are We?? IDC Social Business Predictions Webinar Michael Fauscette, GVP Software Business Solutions @mfauscette Vanessa Thompson, Research Manager, ESN and Collaborative Tech @vanessathomps Mary Wardley, PVP Apps, CRM and CX @mwardley Lisa Rowan, RVP, HR and Talent Mangement Services @lisarowan 2
  • 3. Social Business Partner Experience Management (PXM) Socialytics Digital Commerce Employee Experience Management (EXM) ESN and Innovation Management Customer Experience Management (CXM) Mobile Cloud © IDC Visit us at IDC.com and follow us on Twitter: @IDC 3
  • 4. Top Trends • Enterprise Social Networks expanding to reach and connect inside out and outside in – APIs – connecting people, data and things • From Social Applications to Applications that are Social – embedding social into everything (round two) – the “next generation platform” • True customer experience – connected apps and experiences • Collision of analytics and social – making better business decisions • Community continues to expand across multiple enterprise use cases – innovation management, marketing, service, sales, partner management and enablement, etc. 4
  • 5. Social Business Predictions 1. The use of community platforms moves beyond peer to peer support as more businesses start to leverage communities across a variety of enterprise functions 2. Market consolidation in digital marketing arena will continue but we are 3 years away from a comprehensive cloud – CMO in driver‟s seat 3. ESN becomes the platform for making better business decisions – sense and respond models 4. SAP and/or Oracle will acquire a community vendor 5. ESN are becoming a platform for killing data / organizational / application silos – open is a critical feature 6. 2014 is the year for Employee Experience 7. Embedding social functionality reaches 2nd generation of maturity 8. Changing business models help drive social workflow and innovation 9. This year we expect to see the emergence of a 'true' customer experience capabilities - pressure forces emergence of „connected experience‟ 10. Connecting assets to people and the social network – New ways to leverage sensor data and the ESN platform to drive automation and better decisions.
  • 7. Market Consolidation in Digital Marketing Arena Will Continue….. but we are 3 years away from a comprehensive cloud – CMO in driver’s seat How many of your marketing channels can you manage in one place? GRAPHIC or CHART © IDC Visit us at IDC.com and follow us on Twitter: @IDC 7
  • 8. ESN Becomes the Platform for Making Better Business Decisions Systematic support for ad hoc decisions Automation Limit Copyright 2013 IDC
  • 10. APIs / Open Platforms
  • 11. 2014 the Year of Employee Experience  Employers can‟t affect “engagement”  Can‟t measure engagement  Can affect experience  Predict: • More social UX • Heightened collaboration • More transparent performance measurement • Faster feedback • Just-in-time coaching, mentoring Importance of Integrating Social Recruiting Performance management 2014 Career and succession planning 2014 Learning management 2014 Compensation management 3.20 3.40 3.60 3.80 4.00 Source: IDC survey of HR executives, March 2013, n=512 © IDC Visit us at IDC.com and follow us on Twitter: @IDC 11
  • 12. 2nd Generation of Social in Applications and Platforms Personal Cloud Sales Intelligence Performance Idea Sourcing In the Cloud Next Generation Platform Transaction – Decision - Relationship Customer Service Procurement Copyright 2013 IDC Field Support
  • 13. Changing Business Models Help Drive Social Workflow and Innovation
  • 14. Pressure Forces Emergence of „Connected Experience‟ © IDC Visit us at IDC.com and follow us on Twitter: @IDC 14
  • 15. Connecting Assets to People and the Social Network
  • 16. Essential Guidance • Open is the key for socializing all applications • Vendors must simplify and integrate solutions for the new marketing organization to be successful • Employers and vendors stop focusing on employee engagement and focus on employee experience instead • The ESN is the key platform for building a better decision model for businesses. Connect data, connected devices and people in real time for a sense and respond model. • The community platform is the underpinning for all of the other social business initiatives for employees, partners and customers. The customer community is an essential tool for the next generation of support / service, marketing and sales (in other words, it‟s essential for driving a successful CX strategy).
  • 17. Thank You Michael Fauscette, GVP Software Business Solutions @mfauscette Vanessa Thompson, Research Manager, ESN and Collaborative Tech @vanessathomps Mary Wardley, PVP Apps, CRM and CX @mwardley Lisa Rowan, RVP, HR and Talent Mangement Services @lisarowan 17
  • 18. Social Business Predictions 1. The use of community platforms moves beyond peer to peer support as more businesses start to leverage communities across a variety of enterprise functions 2. CMOs / businesses continue to struggle with assembling a digital marketing suite out of a multitude of fragmented and incompatible apps. 3. ESN becomes the platform for making better business decisions – sense and respond models 4. SAP and/or Oracle will acquire a community vendor 5. ESN are becoming a platform for killing data / organizational / application silos – open is a critical feature 6. 2014 is the year for Employee Experience 7. Embedding social functionality reaches 2nd generation of maturity 8. Changing business models help drive social workflow and innovation 9. This year we expect to see the emergence of a 'true' customer experience capabilities from many companies as we start to drive CX enabled through connected apps and devices plus leveraging the power of community. 10. Connecting assets to people and the social network – New ways to leverage sensor data and the ESN platform to drive automation and better decisions.

Editor's Notes

  1. MF
  2. MF / all
  3. Photos.com #124030220 MAW CMO - Digital - inbound issues - continue to struggle with assembling a digital marketing suite out of a multitude of fragmented and incompatible appsMarketing channel proliferation is outpacing solution consolidationBuyers move seamlessly between devices, locations, sources, and modes (inbound/ outbound) and expect vendors to follow.But there is no single platform to deliver seamless brand experiences … yetMarket consolidation and vendor competition heats up as suppliers attack marketing space over fragmented digital marketing suite to woo the CMO
  4. MF / VT
  5. MF
  6. VT With ESN as a platform exposing the right level of API's gives extended benefits both back to the ESN and the business. API as a distribution channel = wider reach 3rd Party innovation - external collaboration and building partnersLock in - when API's become part of another company's business process it becomes sticky, extending business value.
  7. LR
  8. MF
  9. VTObvious example, Netflix Robyn Wright GG win for actress in a TV series, with the series produced by Netflix. The fundamental change is the focus on giving consumers a better video viewing service — rather than about preserving an antiquated source of profits. Shift from DVD mail to online streaming where the company developed the skills to win in online streaming, through Content (albeit there was a transition phase with up to 60% rate increases). The changes in communities, ESN as an embedded platform and exposing API's are really just building blocks to enable a company to change the way they operate and the way they manage innovation. Developing the skills to execute alongside this changing platform is equally as important.
  10. MAWCustomer, employee and partner experiences are disconnectedIsolated applications are handling discrete functions When connected – no facility for monitoring, closed-loop insight or automated process changeCustomers are the ones putting the experiences together at the point of completion – not necessarily with a positive outcome
  11. CD / MF