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Michael Fauscette, Group Vice President, SBS

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Social Business

Lasting Change Cloud

Mobility

New Normal

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Twitter

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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.

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2010: Business has changed!

http://www.telegeography.com/product-info/map_internet/images/internet_map09_lg.gif

• Connected

• Global

• Competition

• Innovate!

• Mobile

• BYO workplace

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Social Business

• Connected

• BYO Workplace

• Socialytics

• People as the platform

Changing culture

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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 -

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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

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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

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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

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“There’s an app for that!”

Mobility

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Mobility

• The new enterprise desktop

• Augmented Reality

• Context aware applications / location based

•  Android is the next “killer” product for Google

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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%)

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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

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Augmented Reality: Location + Context + Content

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The Next Gen Web

Static Web

Social Web

Transaction Web

Semantic Web

Web 1.0 Web 1.5 Web 2.0 Web 3.0

?

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The Next Gen Web

?  Real-time  Mobile  Ubiquitous access  Built for Web communication  Decentralized  Modular / reusable  Increasing interconnectedness

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With Video….

 Trust  Connection  Visual instincts

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With Video….

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With Video….

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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

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Michael Fauscette mfauscette@idc.com Twitter: @mfauscette Blog: www.mfauscette.com

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