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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