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This IDC study presents our worldwide social media team of analysts' view of key drivers and outcomes relating to the evolution of social media.

"Social media is the new telephone," according to Wayne Kurtzman, IDC's research director of Social and Experiential Solutions. "We are at the intersection of customer experience and social experience. Several rapidly accelerating technologies will create a new layer of opportunity and complexity that will require companies to be social, not just do social."



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