The document discusses the future of social business and key trends for 2014. It notes that social networks will increasingly connect people both inside and outside organizations. There will also be a greater focus on customer, employee, and partner experience management through connected applications and analytics. Current investment is highest in customer experience management, while areas like social analytics and innovation management through social tools are growing. The future will see more integrated social capabilities and decision making in real time across enterprise applications and platforms delivered through the cloud.

1. #directions14
Future of Social Business
Michael Fauscette
GVP, Software Business Solutions
@mfauscette
About: www.mfauscette.me

2. #directions14 © IDC 2014 2

3. #directions14 © IDC 2014
The Information Revolution
Economic changes
Technology changes
Social Changes

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Social Business
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How people get work done
How companies provide better experiences to employees,
customers & partners
A primary way to generate content and ideas
A way to define and refine products & services
How people connect online

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Top Trends 2014
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Enterprise Social
Networks connect
inside out and outside
in - connecting people,
data and things
From Social
Applications to
Applications that are
Social and the “next
generation platform”
True customer
experience –
connected apps and
experiences
Community continues
to expand across the
enterprise
Collision of analytics
and social – making
better business
decisions

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Applications to Enable Experiences
Customer Experience
Management (CXM)
Employee Experience
Management (EXM)
Partner Experience
Management (PXM)
ESNandInnovation
Management
DigitalCommerce
Socialytics
Cloud
Mobile
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Current Investment (2013)
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Customer Experience
Management (CXM)
Employee Experience
Management (EXM)
Partner Experience
Management (PXM)
$23.6B
$10.3B

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Current Investment
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EnterpriseSocialNetworks
InnovationManagement
Socialytics
$1.03B $.88B $.723B

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Communities
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Enterprise Systems are Changing
Systematic support for ad
hoc decisions
Automation
Limit

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Making Decisions
People and Data in Real or Near Real Time and in Work Context
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In the Cloud
2020
Platform
Sales
Intelligence
Performance
Field
Support
Customer
Service
Idea Sourcing
Procurement
Transaction – Decision - Relationship
Personal
Cloud

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2020
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Presentation
Service Management
Service Catalog
Orchestration
Common Services: Social – Analytics – AAA (API, Auth, Activity Stream) -
Storage, etc.

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2020 Connected Experiences
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Winners
Customer Experience
Management (CXM)
Employee Experience
Management (EXM)
Partner Experience
Management (PXM)
ESNandInnovation
Management
DigitalCommerce
Socialytics

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Wildcards
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Essential Guidance
Embedding Social and Decision in
Every Enterprise App
Device Agnostic
Connected devices are the central
point for driving positive
experience
Redefining apps and platforms
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18. Questions?
#directions14 © IDC 2014
Michael Fauscette
Group VP, Software Business Solutions
mfauscette@idc.com
@mfauscette
About: www.mfauscette.me
Blog: www.mfauscette.com
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