Citrix Webinar based on my blog post from December 7th, 2012. Topics include digital convergence, mobile payments, mobile marketing, big data, metrics & analytics, mobile computing and the impact on business. The original Webinar can be accessed at http://learn.gotomeeting.com/030713-NA-G2MC-IT-WBRARC-S?ID=70150000000YldL Abstract: We will discuss some of the most relevant current digital technology trends – including the rapid rise of the mobile Internet, cloud computing, the increasing importance of data and analytics, and the evolution of social media – and examine their impact on business. Some of the topics examined will include: - Convergence: As mobile devices become more powerful and connected, applications become smarter, faster, and more useful. All in the palm of your hand. - Location-based services: Today’s always on, always connected consumer offers new marketing opportunity. And some risks as well. - The rise of the machines: Big data, powerful algorithms and constant analysis replaces guesswork as machines know more about humans than we do ourselves. - Practical, real-world examples: From mobile payments, via targeted, contextual offers at POS to advanced segmentation, targeting and attribution, we will use several real-world examples of how these trends are affecting business today, and how they will define success tomorrow. It should be noted that, while there are large companies and huge investments driving many of these trends, the effects will be felt by everyone, and the benefits will be available to smart businesses of any size. This webinar will take special care to focus on aspects of particular relevance to small and mid-size companies.

1. Top Technology Trends in 2013
Daniel Backhaus, Infuz
March 7, 2013

2. Moderator
James Hilliard
Hilly Productions

3. Text only questions
and comments
Type questions here
3

4. Follow Us
#TechTrends
@InTheBackhaus
@hillyprods
@GoToMeeting

5. Presenter
Daniel Backhaus
Marketing VP
Infuz

6. Digital Technology Trends
Daniel Backhaus
08/22/2012
@InTheBackhaus
Daniel.Backhaus@infuz.com
March 6th, 2013
6

7. Today’s Webinar
Loosely based on my blog Post from December 4th titled
Top Business Technology Trend Predictions for 2013, accessible at
http://danielbackhaus.com/top-business-technology-trend-predictions-for-2013
Of the 7 trends identified, we will focus primarily on the rise of
mobile computing and digital convergence, since these have the
greatest – and most disruptive – impact on business.
I will make this Webinar deck available on SlideShare.
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8. 01 DIGITAL CONVERGENCE DEFINED
WHAT IT IS & WHY IT MATTERS
02
WHY NOW?
KEY DRIVERS AND THEIR ROLE
03
WHAT IT MEANS TO BUSINESS
OPPORTUNITY & RISK – TWO SIDES OF THE COIN
04
EXAMPLES
SOME CURRENT REAL-WORLD PROJECTS
05
SUMMARY & CONCLUSION
QUESTIONS, ANSWERS, MORE INFO

9. Change before you have to.
Jack Welch
01 DIGITAL CONVERGENCE DEFINED
WHAT IT IS AND WHY IT MATTERS

10. Convergence is Happening Everywhere
Technological convergence is the tendency for different
technological systems to evolve toward performing similar tasks.
Definition courtesy of Wikipedia
We seed this trend everywhere from automobiles to smartphones, as devices
and systems become “smarter”, more dynamic, and more integrated.
Our focus today is primarily on the modern smartphone, the mobile
applications that run on it, and their impact on business and our daily lives.
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11. Today’s Smartphones are REALLY Smart
A comparison in the performance between the
ENIAC computer (1946) and the original iPad (2010):
Weight:
30 tons versus 680g (4.4 million % reduction)
Cost:
$6 million versus $600 (100 000 % reduction)
Speed:
385 versus 21.6 billion operations per second (5.6 billion % increase)
Compare these advances to other industries such as transportation, energy,
manufacturing, etc. Then imagine what the NEXT 50 – or just 5 – years might bring.
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12. Today’s Smartphone
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13. The Internet is Going Mobile
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14. Mobile is Local.
Mobile Internet users differ from desktop.
Generally, they are more task-oriented, often
“in the funnel”, either searching for a
product or service, reading reviews or
research or transacting.
SOURCE: McKinsey & Co. November 2012
14

15. So, What’s the Big Deal?
What is your customer intelligence quotient?
Chief Marketing & Sales Officer Forum | McKinsey
http://bit.ly/10g3pgG
15

16. In times of rapid change, experience
could be your worst enemy.
J. Paul Getty
02 WHY NOW?
KEY DRIVERS AND THEIR ROLE

17. Infrastructure is Driving Innovation and Adoption
Adoption of Smartphones are on a tear, providing incredible computing power,
Smartphones massive connectivity, and ubiquitous access
Common The establishment and adoption of common standards allows for
Standards effective integration and more reuse
Cloud The computing equivalent of utility infrastructure, allowing new
Computing apps and services to build on one another and share investment
Utility & Business models have matured and widespread adoption provide
Benefit the needed customer – and revenue base – to sustain lasting
innovation

18. Adoption has Reached Critical Mass

19. Participant SURVEY
Which Mobile Internet Applications / Services Does Your
Business Use?
- Listing/Review Services (Yelp, YP, etc.)
- Loyalty
- Daily Deals or Coupons
- Own Branded Mobile Application
- Mobile Payments
19

20. A pessimist sees the difficulty in every
opportunity; an optimist sees the opportunity in
every difficulty.
Winston Churchill
03 WHAT IT MEANS TO BUSINESS
OPPORTUNITY & RISK – TWO SIDES OF THE SAME COIN

21. What the Mobile Internet Means to Consumers
The always-connected, anytime / anywhere nature of the mobile Internet
empowers the consumer and changes behaviors in many ways
Convenience Access to virtually anything, anywhere, anytime
Transparency Price, but also quality, reliability, service, availability
Discovery Tap into the collective knowledge of others
Flexibility Location and time become less important
Social Share, collaborate, communicate… on a massive scale.
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22. What the Mobile Internet Means to Business
The always-connected, anytime / anywhere nature of the mobile Internet
will affect business dramatically
Resources Size becomes less important as playing field is leveled
Transparency With access to pricing, reviews, etc. it becomes hard to hide
Reach Network effect and social graph can vastly expand reach
Cost Digital ads, earned media, UGC = big impact @ low cost
Data Cloud computing means access to data and analytics
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23. Which Platforms / Approaches are Best?
Who Are Consider your business, the strength of your brand, the nature of
You? your product or service, your competition, and your culture.
Who Are You Your target audience may affect your platform focus as well.
Targeting? Teens are different from mid-career professionals.
What Are Your Are you looking to drive incremental sales, footfall or build loyalty?
Goals? Effective and realistic goal-setting is crucial.
What Can You Be careful what you wish for. A lot of new customers, buying at a
Support? discount can overwhelm and crush profits. Do you have the right
resources and enough of them? Doing less, but better, will often
deliver better results.
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24. Change Requires Adaptation
The mobile Internet and the convergence of applications and business
models pose a threat to many businesses, but also offer great opportunity
– if addressed properly.
Get comfortable with the new reality, learn, explore, and experiment:
 Build your Presence
 Manage the Message
 Deals and Offers
 Think Social / Adopt a Team Approach
 Emerging Payments
 Loyalty
24

25. Participant SURVEY
What Industry Are You in?
- Retail
- Restaurant / Hospitality
- Travel & Tourism
- Professional / Business Services
- Manufacturing
- Distribution / Logistics / Transport
25

26. Action is the real measure of
intelligence.
Napoleon Hill
04 EXAMPLES
SOME CURRENT REAL-WORLD PROJECTS

27. Some Mobile Consumer Applications
Listing & Navigation Reviews Deals & Coupons Loyalty Payment
27

28. Ostensibly just a GPS navigation app,
Waze is really a powerful marketing and
coupon platform.
Integrated with Facebook, Yelp, YP,
FourSquare and more, Waze uses
social media concepts and crowd-
sourced information to build maps,
update traffic information in real-time
and help users find the cheapest gas,
the nearest restaurant, or track where
their friends are.
28

29. Barely 2 years old, mobile
application startup Uber is in
the process of shaking up
the urban transport industry
by offering sedan service at
prices comparable to
traditional yellow cabs.
The application combines
geo-location with the ability to request a car, track its approach, communicate
with the driver via messaging, integrated payments and receipts.
29

30. Things To Come

31. For every complex problem there is an answer
that is clear, simple, and wrong.
H. L. Mencken
05 SUMMARY / CONCLUSION
QUESTIONS & ANSWERS

32. Thank You!
Daniel Backhaus
VP, Marketing
@inTheBackhaus
www.DanielBackhaus.com
Daniel.Backhaus@infuz.com
404.819.2694
www.infuz.com
32

33. IT Support Trends
Technology to Keep Employees Productive
Jessica Brown
Sr. Content Manager, GoToAssist
@GoToAssist
March 7, 2013

34. User’s work and life are spread across multiple devices,
apps, configurations, and locations
10B
MOBILE DEVICES
50%
MORE APPLICATIONS
INFINITE
UNIQUE CONFIGURATIONS
• 4.8B smartphones by 2016 • Average user has 14 business • Every device is unique, personalized
• 39% of US adults own a tablet applications, 22 personal apps, once used
• Average of 3 networked devices per 3 computing platforms • Average corporation has 1M+
user globally: smartphone, tablet, unique user configurations
laptop… • 50% of employees contingent and
outside the firewall by 2020
Net-Net: Exponential IT support burden
© 2013 Citrix | GoToAssist

35. It’s really about no disruption
in today’s cloud-connected world
and
keeping people productive
© 2013 Citrix | GoToAssist

36. The answer:
Citrix Cloud Services for IT Support
• Unwavering focus on keeping people productive
• Purpose-built for today’s cloud-connected world
• Customers delighted by the support experience to
maintain their productivity
• Remote support market maker and cloud
computing heritage
• Global enterprise-grade infrastructure
© 2013 Citrix | GoToAssist

37. Why IT service leaders choose Citrix
Service for Your
Cloud Services Mobile, Social Continuum Frustration-free
for IT Support World of Care Software
Uptime matters: Keeping people productive
37
37 ©2013 Citrix | Confidential – Do Not Distribute
© 2013 Citrix | GoToAssist

38. In Action: Citrix IT Support
Everything Tech LTD. Business Challenges
UK Managed service provider • Difficulty handling more customers and higher volumes
• Slow support response by jumping between IT tools, duplicative work
• Reactive: monitoring hampered by missing reporting, alerts: not unified
• Struggle to support mobile workstyles: traveling clients, distributed staff
• Clients complain: support session experience, lack of self-service
Citrix IT Support Solution:
• Unified IT support solution: intelligent monitoring, streamlined service-desk, live
trouble-shooting
• Service desk linked to support and monitoring: smart workflows and resource
management. Service desk knowledge repository of recorded support sessions
• Support any device, from any device: remarkable experience for clients, staff
• Proactive monitoring: full visibility into entire network, to know before the client
Big Results
• Handle ~20% more volume: shortened resolution time using new knowledge
repository and optimized ticket and resource management
• New revenue stream using proactive monitoring: software, hardware upgrades
• Remarkable user experience: 24x7 support, any device, instantly productive
© 2013 Citrix | GoToAssist

39. In summary and next steps
Citrix Cloud Services for IT Support
keep people productive
• Cloud Services for IT Support
• Service for Your Mobile, Social World
• Continuum of Care
• Frustration-free Software
It’s about no disruption.
Your people’s uptime matters
© 2013 Citrix | GoToAssist 39

40. Daniel Backhaus Jessica Brown James Hilliard
Infuz GoToMeeting Hilly Productions
www.danielbackhaus.com www.gotomeeting.com www.hillyproductions.com
@InTheBackhaus @gotomeeting @hillyprods

41. How’d we do?
Fill out the survey that opens after you leave the
webinar

42. Thank you!

43. Work better. Live better.