rsssocialbusiness IDC RSS alerts Results from IDC's Industry IT and Communications Survey — U.S. Retail Banking: Transformation Takes Center Stage Improving Experiences for Customers and Employees <P>This IDC Perspective highlights the results from IDC's 2017 <I>Industry IT and Communications S</I><I>urvey</I><I> — U.S. Retail Banking</I><I>.</I> While digital transformation continues to be the rallying cry for many banks looking to modernize their IT solutions, the overall sentiment appears to have now become more evenly divided between improving the customer experience and the employees experience. </P><P>According to Marc DeCastro, research director at IDC Financial Insights, "The investments being made in IT by U.S. banks and credit unions is growing faster than revenue, and most of this is being earmarked on transforming how banks utilize technology for themselves and for their customers. Over the past few years, the industry has done a great job at improving the customer's experience, and although there is still lots of room for improvement there, it does make sense that we now focus more attention on providing employees with that same level of investment."</P> IDC Perspective Tue, 17 Jul 2018 04:00:00 GMT Marc DeCastro China's Smart City Trends, 2Q18 Update <P>This IDC Market Presentation touches upon all favorable aspects of Smart City in China, including definition, mission and purpose, key programs, market size and forecast, subvertical breakdowns, pilot projects, and technology foundations. </P><P>It then explains in full details what are the uniqueness for Smart City in China, what are the drivers and inhibitors, what was seen in 2017, and what is happening in 2018. </P><P>It also provides a holistic view of the Smart City ecosystem and key players, market entry barriers in terms of subverticals, trending construction models, and market forecast to general contractors. </P><P>Towards the end, it shares the future trends of Smart Cities in China and illustrates a significant Smart City form factor — government-run smart business parks. Specifically, how city governments have been using smart business parks for industry transformation (new, existing), investment promotion, services and efficiency improvement, and innovation-driven growth; and how vendors are engaging them to help drive digital transformation and industry/ecosystem.</P> Market Presentation Thu, 12 Jul 2018 04:00:00 GMT Chris Dong Canadian Consumer Survey Indicators, 2018: Wireless, Internet, TV, and OTT Video Services <P>This IDC Survey presents findings from IDC's recent consumer surveys on the TV services, wireless, internet, and OTT video markets in Canada.</P><P>Results presented outline consumer perceptions and the current state of TV, wireless, and internet services markets in Canada, discussing service provider satisfaction and recommendation metrics, interest in and usage of new next-generation services, and pricing nuances and bundling. Cuts by various demographic and service factors (age group, region, and others) are shown where relevant.</P><P>This document is useful for market intelligence roles, product managers, and product marketers who seek to understand the state of the TV, wireless, internet, and OTT video service market in 2018, consumer plans for these services, and new end-user behaviors and intentions.</P> IDC Survey Fri, 29 Jun 2018 04:00:00 GMT Emily Taylor, Manish Nargas Instagram TV Foreshadows the Curated Creator Content Category <P>Creator content is at a categorical legitimacy tipping point. Instagram TV (IGTV) has the potential to be the "nudge," as it fills a long-form video gap in Facebook's "family" of services in what is probably the most logical spot (Instagram). In this Link, we argue that success will require more curation and real up-front investment, neither of which should be terribly complicated for Instagram. </P> IDC Link Tue, 26 Jun 2018 04:00:00 GMT John Jackson IDC MaturityScape: Social Media Management 1.0 <P>This IDC study describes the IDC MaturityScape for social media management.</P><P>"The goal of being a social business is to create a seemingly unfair advantage for your company by being more responsive, developing greater market insights, and creating better value and experiences than your competitors," according to Wayne Kurtzman, IDC's research director for Social and Experiential Solutions. "Brands that embrace this challenge have crossed a major obstacle presented by the digital transformation of business."</P> IDC MaturityScape Mon, 25 Jun 2018 04:00:00 GMT Wayne Kurtzman Customer Experience Strategies: Designing an Omni-Channel Experience <P>This IDC Perspective discusses the requirement for and current state of providing omni-channel access to customers and the process of planning that strategy. Using survey data, readers will gain an understanding of the channels currently in deployment and the degree to which consumers are using that channel in their interactions. Finally, a model for considering which channels of access and the benefits to an organization is provided to aid strategic planning. </P><P>"Loosely integrated channels of service without cross context knowledge or sense of customer history will not be tolerated by consumers in the near future," said Mary Wardley, IDC program vice president, Customer Care and CRM. "Organizations need to take advantage of the current digital transformation cycle with a focus on customer experience to implement the foundation for current and future state omni-experience."</P> IDC Perspective Fri, 22 Jun 2018 04:00:00 GMT Mary Wardley Instagram at 1 Billion Users, Now with Long Video — Not a Bad "Plan B" — and More Facebook Announcements <P>Instagram, the visually engaging sibling of Facebook, now has 1 billion monthly active users (MAUs). An array of announcements yesterday included Instagram long-form video to compete with YouTube, Facebook's new influencer marketing platform for brands, and the reemphasis of the free offer for nonprofit organizations for the collaboration platform Workplace by Facebook. The subtler message: Instagram is now a viable and engaging "Plan B" if, for some reason, the first mega–social network, now with 2.1 billion monthly active users, fades over time. </P> IDC Link Thu, 21 Jun 2018 04:00:00 GMT Wayne Kurtzman The Chatbot Development Landscape and Key Development Considerations <P>This IDC Perspective examines practices in software development for chatbots used for the customer service, HR, and compliance use cases.</P><P>"While developers enjoy an embarrassment of riches with respect to developer tools used for chatbot development, they tend to gravitate a core cluster of chatbot development frameworks such as Amazon Lex, IBM Watson, Google's Dialogflow, and the Microsoft Bot Framework," said Arnal Dayaratna, research director, Software Development at IDC. "With respect to languages, developers evinced strong affinities for Python and Java. Separate from considerations about development languages and frameworks, organizations that pursued chatbot development concurred on the importance of customizing chatbots to reflect the specificity of their audiences and setting realistic expectations about return on investment."</P> IDC Perspective Mon, 18 Jun 2018 04:00:00 GMT Arnal Dayaratna Using SharePoint to Manage Enterprise Content: Enterprise Content Management and File Synchronization Software User Needs and Strategies Survey, 2017 <P>This IDC Survey Spotlight provides results and analysis from a survey of 375 technology influencers and/or decision makers in U.S. organizations with 20+ employees. The respondents came from organizations that had deployed or were evaluating enterprise content management (ECM) or file synchronization and sharing (FSS) software and directly influenced the decision, budgeting, planning, and strategy associated with technology acquisition.</P><P>"These results highlight the various roles that SharePoint plays in managing enterprise content," according to Holly Muscolino, research vice president, Content Technologies and Document Workflow. "Organizations should carefully evaluate their own deployments to better understand how these technologies can successfully integrate with the SharePoint ecosystem."</P> IDC Survey Spotlight Wed, 13 Jun 2018 04:00:00 GMT Holly Muscolino Microsoft Significantly Expands Its Developer Collaboration Portfolio with GitHub Acquisition <P>Targeting leverage with developers and incorporation of key code management and software collaboration platform capabilities for its developer portfolio, Microsoft announced the acquisition of GitHub for $7.5 billion in Microsoft stock. With 28+ million users, many of which are not currently Microsoft developers, GitHub offers the potential to significantly expand Microsoft's ability to interact with developers worldwide. Microsoft affirmed its commitment to retaining the openness of the GitHub platform, a critical aspect for the acquisition's future success once the deal closes. Since Microsoft has been the largest single contributor to GitHub-hosted projects and has leveraged GitHub for internal development over the past years, GitHub has had opportunities to work closely and positively with Microsoft already, according to GitHub cofounder and current CEO Chris Wanstrath. Once the acquisition is completed, the company will run as a distinct entity within Microsoft, headed by Microsoft VP Nat Friedman.</P> IDC Link Tue, 05 Jun 2018 04:00:00 GMT Melinda-Carol Ballou, Al Gillen, Arnal Dayaratna, Jim Mercer, Larry Carvalho