The document outlines IDC's social business predictions for 2014. Key predictions include communities becoming critical across enterprise functions beyond just peer support; ESNs becoming the platform for better business decisions through sense and respond models connecting data, devices, and people; and the emergence of true customer experience capabilities as companies leverage connected apps and communities. Open platforms and simplifying solutions are seen as essential for socializing all applications and integrating marketing tools.

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
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3. Social Business
Partner Experience
Management (PXM)
Socialytics
Digital Commerce
Employee Experience
Management (EXM)
ESN and Innovation
Management
Customer Experience
Management (CXM)
Mobile
Cloud
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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.
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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.

6. Communities
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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
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8. ESN Becomes the Platform for Making
Better Business Decisions
Systematic support for ad
hoc decisions
Automation
Limit
Copyright 2013 IDC

9. Acquisitions?

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
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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
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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.