IDC 2014 Social Predictions Webinar

Social Business Predictions 2014Communities become Critical

IDC Social Business Team

@IDCsocialbiz

Who Are We?? IDC Social Business Predictions Webinar

2

Michael

Fauscette, GVP

Software Business

Solutions

@mfauscette

Mary Wardley, PVP

Apps, CRM and CX

@mwardley

Vanessa Thompson,

Research Manager,

ESN and

Collaborative Tech

@vanessathomps

Lisa Rowan, RVP,

HR and Talent

Mangement Services

@lisarowan

Social Business

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Customer Experience

Management (CXM)

Employee Experience

Management (EXM)

Partner Experience

Management (PXM)

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In

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Dig

ital C

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Cloud

Mobile

Top Trends

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• 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.

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 vendor5. ESN are becoming a platform for killing data / organizational / application

silos – open is a critical feature6. 2014 is the year for Employee Experience7. Embedding social functionality reaches 2nd generation of maturity 8. Changing business models help drive social workflow and innovation9. 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.

Social Business Predictions

Communities

6

Market Consolidation in Digital Marketing

Arena Will Continue…..


GRAPHIC or CHART

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?

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 3.20 3.40 3.60 3.80 4.00

Compensation management

Learning management

Career and succession planning

Performance management

Recruiting

Importance of Integrating Social


2014

2014

2014

Source: IDC survey of HR executives, March 2013, n=512

Next Generation Platform

Sales

IntelligencePerformance

Field

Support

Customer

Service

Idea Sourcing

Procurement

Transaction – Decision - Relationship

In the Cloud

Personal

Cloud

Copyright 2013 IDC

2nd Generation of Social in Applications and

Platforms

Changing Business Models Help Drive

Social Workflow and Innovation

Pressure Forces Emergence of

„Connected Experience‟


Connecting Assets to People and the Social

Network

• 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).

Essential Guidance

Thank You

17

Michael

Fauscette, GVP

Software Business

Solutions

@mfauscette

Mary Wardley, PVP

Apps, CRM and CX

@mwardley

Vanessa

Thompson, Research

Manager, ESN and

Collaborative Tech

@vanessathomps

Lisa

Rowan, RVP, HR and

Talent Mangement

Services

@lisarowan

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 vendor5. ESN are becoming a platform for killing data / organizational / application

silos – open is a critical feature6. 2014 is the year for Employee Experience7. Embedding social functionality reaches 2nd generation of maturity 8. Changing business models help drive social workflow and innovation9. 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.

Technology

IDC 2014 Social Predictions Webinar