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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.
Citation preview
March 7, 2013
Top Technology Trends in 2013
Daniel Backhaus, Infuz
Moderator
James HilliardHilly Productions
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Presenter
Daniel BackhausMarketing VPInfuz
08/22/2012
Digital Technology TrendsDaniel Backhaus@InTheBackhaus
Daniel.Backhaus@infuz.com
March 6th, 2013
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Today’s Webinar
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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.
DIGITAL CONVERGENCE DEFINED01 WHAT IT IS & WHY IT MATTERS
WHY NOW?02 KEY DRIVERS AND THEIR ROLE
WHAT IT MEANS TO BUSINESS03 OPPORTUNITY & RISK – TWO SIDES OF THE COIN
SUMMARY & CONCLUSION05 QUESTIONS, ANSWERS, MORE INFO
EXAMPLES04 SOME CURRENT REAL-WORLD PROJECTS
DIGITAL CONVERGENCE DEFINED01 WHAT IT IS AND WHY IT MATTERS
Change before you have to.
Jack Welch
Convergence is Happening Everywhere
Technological convergence is the tendency for different technological systems to evolve toward performing similar tasks.Definition courtesy of Wikipedia
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We seed this trend everywhere from automobiles to smartphones, as devicesand 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.
Today’s Smartphones are REALLY Smart
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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.
Today’s Smartphone
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The Internet is Going Mobile
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Mobile is Local.
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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
So, What’s the Big Deal?
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What is your customer intelligence quotient?Chief Marketing & Sales Officer Forum | McKinsey
http://bit.ly/10g3pgG
02 KEY DRIVERS AND THEIR ROLEWHY NOW?
In times of rapid change, experience could be your worst enemy.
J. Paul Getty
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 forStandards effective integration and more reuse
Utility & Business models have matured and widespread adoption provideBenefit the needed customer – and revenue base – to sustain lasting
innovation
Cloud The computing equivalent of utility infrastructure, allowing newComputing apps and services to build on one another and share investment
Adoption has Reached Critical Mass
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
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WHAT IT MEANS TO BUSINESS03 OPPORTUNITY & RISK – TWO SIDES OF THE SAME COIN
A pessimist sees the difficulty in every opportunity; an optimist sees the opportunity in every difficulty.
Winston Churchill
What the Mobile Internet Means to Consumers
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The always-connected, anytime / anywhere nature of the mobile Internet empowers the consumer and changes behaviors in many ways
Price, but also quality, reliability, service, availabilityTransparency
Convenience Access to virtually anything, anywhere, anytime
Discovery Tap into the collective knowledge of others
Social Share, collaborate, communicate… on a massive scale.
Flexibility Location and time become less important
What the Mobile Internet Means to Business
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The always-connected, anytime / anywhere nature of the mobile Internet will affect business dramatically
With access to pricing, reviews, etc. it becomes hard to hideTransparency
Resources Size becomes less important as playing field is leveled
Reach Network effect and social graph can vastly expand reach
Data Cloud computing means access to data and analytics
Cost Digital ads, earned media, UGC = big impact @ low cost
Which Platforms / Approaches are Best?
Who Are Consider your business, the strength of your brand, the nature ofYou? 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 Can You Be careful what you wish for. A lot of new customers, buying at aSupport? 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.
What Are Your Are you looking to drive incremental sales, footfall or build loyalty?Goals? Effective and realistic goal-setting is crucial.
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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
Participant SURVEY
What Industry Are You in?
- Retail- Restaurant / Hospitality- Travel & Tourism- Professional / Business Services- Manufacturing- Distribution / Logistics /
Transport
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EXAMPLES04 SOME CURRENT REAL-WORLD PROJECTS
Action is the real measure of intelligence.
Napoleon Hill
Some Mobile Consumer Applications
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Listing & Navigation Reviews Deals & Coupons Loyalty Payment
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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.
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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 combinesgeo-location with the ability to request a car, track its approach, communicate with the driver via messaging, integrated payments and receipts.
Things To Come
SUMMARY / CONCLUSION05 QUESTIONS & ANSWERS
For every complex problem there is an answer that is clear, simple, and wrong.
H. L. Mencken
Thank You!
Daniel BackhausVP, Marketing
@inTheBackhauswww.DanielBackhaus.com Daniel.Backhaus@infuz.com 404.819.2694
www.infuz.com
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@GoToAssist
March 7, 2013
IT Support TrendsTechnology to Keep Employees Productive
Jessica Brown
Sr. Content Manager, GoToAssist
© 2013 Citrix | GoToAssist
MOBILE DEVICES
• 4.8B smartphones by 2016• 39% of US adults own a tablet• Average of 3 networked devices per
user globally: smartphone, tablet, laptop…
10BMORE APPLICATIONS UNIQUE CONFIGURATIONS
• Average user has 14 business applications, 22 personal apps, 3 computing platforms
50%• Every device is unique,
personalized once used• Average corporation has 1M+
unique user configurations• 50% of employees contingent and
outside the firewall by 2020
INFINITE
Net-Net: Exponential IT support burden
User’s work and life are spread across multiple devices, apps, configurations, and locations
© 2013 Citrix | GoToAssist
It’s really about no disruption in today’s cloud-connected world
and
keeping people productive
UPTIME
© 2013 Citrix | GoToAssist
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
Why IT service leaders choose Citrix
3737 © 2013 Citrix | Confidential – Do Not Distribute
Uptime matters: Keeping people productive
Cloud Services for IT Support
Service for Your Mobile, Social
WorldContinuum
of CareFrustration-free
Software
© 2013 Citrix | GoToAssist
Business Challenges• 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
In Action: Citrix IT Support Everything Tech LTD.UK Managed service provider
© 2013 Citrix | GoToAssist
It’s about no disruption.
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
In summary and next steps
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Your people’s uptime matters
Daniel BackhausInfuzwww.danielbackhaus.com@InTheBackhaus
Jessica BrownGoToMeetingwww.gotomeeting.com@gotomeeting
James HilliardHilly Productionswww.hillyproductions.com@hillyprods
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Thank you!
Work better. Live better.
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