directions 2013 agenda

~ CONFERENCE AGENDA ~

[subject to change] Directions 2013 Unlocking Value from the 3rd Platform: New Buyers, Offerings, and Competitors Note: Some sessions and speakers are exclusive to one location. If no city is designated, that session or speaker will be available in both Santa Clara and Boston.

7:30 am Registration and Breakfast

7:30 – 10:55 am Coffee Chats and Demos Join analysts, product specialists, and peers to discuss business practices and experience demos that will help you realize future growth potential. These informal tables will be hosted throughout the morning for walk-up service. IDC Tracker Data Visualizations, Eric Prothero, Senior Vice President, Worldwide Trackers Research; Hoang Nguyen, Group Vice President, Worldwide Tracker Product Management and Development; and Kathy Nagamine, Vice President, Worldwide Tracker Business and Market Development As IDC's Trackers continue to expand the dimensions offered in their data sets, there are even more opportunities to find answers to the questions coming from MI, strategic planning, sales, and senior executives within your organizations. Stop by our Demo to view our exciting new developments in the area of tracker data visualizations. Whether it be the IDC Tracker Charts app, Tracker Data Maps, our new Query Tool, or our planned Role-based Tracker Dashboards, you are bound to find something of interest... and are likely to be surprised with all the things we are doing! Marketing Transformation – A Focus at the Intersection of Marketing and Sales, Gerry Murray, Research Manager, CMO Advisory Practice; (Santa Clara only) Michael Gerard, Vice President, Executive Advisory Group, Sales and CMO Advisory Practices; and (Boston only) Sam Melnick, Research Analyst, CMO Advisory Practice A perfect storm has developed which requires sales and marketing to truly collaborate in an effort to optimize the customer creation process across their organization. No longer can each group optimize its processes and technologies independently. Best-in-class technology organizations have established specific initiatives to improve sales and marketing collaboration, focusing first on some of the more important areas of overlap; for example, marketing operations and sales operations working on a more cohesive and better managed lead management pipeline and process; or sales operations taking a more strategic role in the areas of customer intelligence for sales and sales enablement, and working with marketing to improve these areas for the benefit of sales reps. Join us for a discussion about some of these changes that best-in-class sales and marketing organizations have made to improve the productivity of their sales organization and to improve the level of customer engagement. (Ask about our NEW joint marketing & sales benchmarks.)

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8:00 – 8:45 am Breakfast Briefings These early-bird breakouts are open to all. Attendees are welcome to pick up breakfast before proceeding to these sessions. The Social City: Emerging Models of Innovation and Citizen Participation, Ruthbea Yesner Clarke, Research Director, Smart Cities Strategies, IDC Government Insights Two of the key tenets in the Smart City movement are increased innovation and citizen participation in local government. It is not always easy for cities to be innovative; project failures can carry significant political risk as well as monetary costs. In hard financial times for many cities, technology is providing new ways to fund projects, open data is leading to new apps and services, and new models for engaging citizens are emerging. From crowdfunding local projects to app development contests to innovation departments, cities are tapping into the rich local resources of individual citizens, government workers, community groups, academia, and the business community. This session will explore these new models of innovation and citizen engagement in the context of the Smart City. We will discuss and answer the questions: What are examples of successful models of city innovation? What are successful models of citizen engagement? What are key factors that make these initiatives a success and what are their biggest challenges? And, how can ICT vendors and city leaders help bring these initiatives to more cities? Connected Vehicle Ecosystem: Who's in the Driver's Seat? Sheila Brennan, Program Manager, Smart Services and Aftermarket Strategies, IDC Manufacturing Insights The connected vehicle ecosystem is a complex network of stakeholders from automakers to wireless carriers to ERP vendors and third-party service and content providers, each vying in this rapidly evolving market. However, competing business models, disconnects between these stakeholders, lack of clarity regarding the role of government, and poor understanding of consumers lead to slow adoption. This breakfast session will delineate IDC Manufacturing Insights' connected vehicle industry model, the roles of stakeholders, and the challenges facing industry in driving adoption and creating profitable business models. Cloud Decision Economics: Key Business Value Issues that Will Influence Cloud Purchasing, Randy Perry, Vice President, Business Value Strategy Cloud computing has been hailed for its ability to shift expense from capital to operational budgets – promising a new economic paradigm for IT organizations. But for technology buyers migration to cloud presents a strategic investment that requires financial justification. In order to capitalize on the demand for the 3rd platform, IT vendors need to understand the financial issues that are influencing corporate investments in cloud. In this session Randy Perry will discuss how vendors can build successful market strategies by attacking these key issues.


9:00 – 10:25 am General Sessions Welcome and Introduction, Kirk Campbell, President and Chief Executive Officer

Competing on the 3rd Platform: Welcome to the NewOnly

IT Marketplace, Frank Gens, Senior Vice President and Chief Analyst The 3rd Platform marketplace we've foreshadowed and analyzed at IDC Directions for five years — built on Big Data, cloud, mobile, and social technologies — is finally right here in our laps. From 2013 to 2020, about 90% of the industry's growth will be driven by 3rd Platform technologies and solutions — offerings that represent just 22% of today's IT spending. This domination of growth makes the 3rd Platform the only IT marketplace worth competing for, as the rest of IT barely grows at all. And it should now be obvious: At least 80% of competitive energy and investment — for IT vendors and CIOs — must be focused on strengthening 3rd Platform capabilities and offerings. In his opening keynote, Frank Gens will draw the strategic battle lines — and identify the competitive imperatives — of the 3rd Platform marketplace in 2013 and beyond. Issues covered:

IDC's 3rd Platform versus 2nd Platform IT investment forecast Update on the 3rd Platform core competencies of scale, community, and context Early adoption patterns that are now shifting — and present strategic traps Where value (and profit) are migrating — to and from — in the new marketplace Who your key — and sometimes surprising — 3rd Platform competitors and partners are

Re-imagining the Buyer: Why the CMO is the New Technology Power Broker, Kathleen Schaub, Vice President, CMO Advisory Service Is this a great time to be a CMO, or a terrifying one? Transformative forces have elevated CMOs to the hottest new technology buying center and advanced them a seat closer to the President in the boardroom. However, the CMO is under pressure. The self-educated customer is driving unprecedented change in the marketing function. Big data, automation, and an explosion of new communication channels require fundamental new mastery. Are today's CMOs up to the task? Kathleen Schaub explores how technology companies can successfully navigate these new roles and rules to become successful with their new buyers. Issues covered:

Who are the new, self-educated technology buyers? What makes the "new buyer" more powerful and how does this change make the CMO more powerful? What is the new relationship that is required between the CMO and CIO? How is the CMO a change agent for technology purchases not under their control? How can tech companies be successful with the CMO?

10:25 – 10:55 am Networking Break and Coffee Chats and Demos

10:25 – 10:55 am Analyst One-to-One Meetings Open to all attendees by appointment. Visit the Analyst Connection Kiosk to schedule your meetings. Visit www.idc.com/directions13 for a list of analysts available for one-to-one meetings.


10:55 am – 12:05 pm General Sessions

Postcards from the Edge: How Mobile Devices and Mobile Applications Are Reshaping the Workplace, Bob O'Donnell, Vice President, Clients and Displays IT infrastructure and business processes are critical aspects of achieving the 3rd Platform vision, but the rubber really hits the road when the day-to-day work environment for employees and executives starts to evolve. In this session, Bob O'Donnell will describe how cloud-based mobile offerings are changing the experience on the network edge devices that are at the core of everyday work life — whether they're bought by the employer or the employee. From leveraging social media and sharing virtualized workspaces to location-based analytics-driven decision making and even reality augmentation, the confluence of mobile devices with cloud-based services is transforming the work habits of individuals all over the world. Issues covered:

Mobile devices Device virtualization BYOD Mobile applications Augmented reality

Mega Datacenters and Content Depots: The New Physics of IT in the 3rd Platform Universe, Rick Villars, Vice President, Datacenter and Cloud Since the start of the digital age, computing was a highly fixed asset. Today, new deployment options, such as converged systems and cloud architectures, are rapidly turning physical compute resources into a highly liquid asset for enabling the 3rd Platform. Another characteristic of traditional IT environments was that data was highly fragmented and nonreactive. Data created in one application was not accessible or usable by any other. In the world of the 3rd Platform, the barriers/separations between applications and data sets are breaking down. Data attracts more data. It has mass and gravity. In this session, Rick Villars will discuss how this new IT landscape will reshape everything from datacenter designs and placement strategies to how IT solutions providers build, package, and sell products and services. Issues covered:

State of private clouds: The good, the bad, the hosted Hybrid clouds or hybrid datacenters How liquid compute and data gravity change the rules for ISVs and service providers What geographies, industries, or business functions will benefit the quickest and the most

12:05 – 1:30 pm Lunch and Lunchtime Sessions Pick up a box lunch before your meeting or session.

12:05 – 12:35 pm Analyst One-to-One Meetings Open to all attendees by appointment. Visit the Analyst Connection Kiosk to schedule your meetings. Visit www.idc.com/directions13 for a list of analysts available for one-to-one meetings.


12:05 – 1:20 pm Lunch Roundtables Open to all attendees on a first-come, first-served basis. Table 1: (Boston Exclusive) Accountable Care Progress and Future Direction, Cynthia Burghard, Research Director, Accountable Care IT Strategies, IDC Health Insights Healthcare organizations in the U.S. are engaging in fundamentally different healthcare delivery and financing than they have in the past. With many programs, both public and private, showing positive outcomes and sharing challenges, participants in this roundtable will have the opportunity to share experiences and learn from each other. Table 2: Analytics for Marketing and Sales, Gerry Murray, Research Manager, CMO Advisory Practice This discussion with explore emerging applications of analytics to optimize the customer creation process across both sales and marketing. IDC will provide examples of the effective use of analytics and lead a discussion on the operational and organizational challenges of starting and growing a successful analytics function. Table 3: Big Data: V Is for Variety – Strategies and Approaches for Handling Unstructured and Semi-structured Information, Dave Schubmehl, Research Manager, Search, Content Analytics and Discovery The largest part of Big Data is unstructured and semi-structured information: tweets, email, blog posts, video, audio and even text messages. This roundtable will focus on strategies and approaches to handle and extract value and insight from this deluge of information. Table 4: Breakthrough Database Technologies: IMDB, NewSQL, and Big Data, Carl Olofson, Research Vice President, Database Management and Data Integration Software A combination of trends in hardware pricing, cloud deployment, and Big Data have resulted in a range of new database technologies that shatter the old notion that all data management should be concentrated on one or a few standardized disk-based relational database management systems (RDBMS). We will discuss some of these new technologies, including in-memory database (IMDB), dynamic schema RDBMS (so-called "NewSQL"), and highly scalable database management systems (DBMS) of all kinds, and the vendors offering them. Table 5: (Boston Exclusive) Business Process Outsourcing – The Transformation Story, Mukesh Dialani, Research Director, Worldwide BPO and Engineering Services; and Melissa O'Brien, Research Analyst, Worldwide Customer Care BPO Services This lunch roundtable will cover how business process outsourcing (BPO) services are coming of age. Once considered a service that, a decade ago, took over processes that customers either found too expensive or messy to manage, BPO is now moving deeper into the enterprise — providing insights and refining business processes by leveraging technology and industry-specific solutions thereby enabling enterprises to be a lot more agile in responding to changing business dynamics. BPO providers are using platform BPO, BPaaS solutions, social CRM tools, home-based agents, and analytics among many strategies to move up the value chain. Table 6: Changing the Way We Work in the Back-Office as It Becomes Social, Collaborative, Connected, and Mobile, Christine Dover, Research Director, Enterprise Applications and Digital Commerce; and Mary Wardley, Program Vice President, CRM and Enterprise Applications IDC analysts will lead a discussion on how social, collaborative, connected, and mobile are changing the way work is done in the back office and on the manufacturing shop floor as software vendors add newsfeeds, iPad apps, and dashboards to their applications. Table 7: Cloud and Mobile Testing, DevOps, Portfolio Management and Multimodal Development: Leveraging IDC's MarketScapes for Strategic Decisions, Melinda Ballou, Program Director, Application Life-Cycle Management and Executive Strategies Businesses depend on software deployment across multimodal platforms for innovation — from mobile to the cloud and leveraging social media. Yet decision making for automated solutions to enable testing, portfolio, and life-cycle management across these environments is challenging and must also be accompanied by appropriate services, partnering, and process strategies. Meet with Melinda Ballou, coauthor of over 10 IDC MarketScapes, to discuss competitive positioning and leverage of IDC's vendor analysis across these areas.


Table 8: Cloud Decision Economics: A Framework for Optimizing Workload Hosting, Randy Perry, Vice President, Business Value Strategy Cloud computing has been hailed for its ability to shift expenses from capital to operational budgets — promising a new economic paradigm for IT organizations. To better enable the analysis, and quantify the opportunity, IDC has created its Cloud Decision Economics Model and made it available to IT organizations via www.idc.com. Over lunch, we will discuss the key elements of the framework, as well as share aggregated data from the thousands of scenarios loaded into the model. Table 9: Cloud System Software: Evolving from Virtualization into Cloud, Gary Chen, Research Manager, Cloud and Virtualization System Software; and Iris Feng, Research Analyst, Virtualization and System Software While server virtualization focused on abstracting the resources of a single machine and the consolidation of workloads, the emerging cloud system software market introduces an evolutionary new architecture that virtualizes groups of servers at scale. Cloud system software includes solutions from traditional platform providers, including VMware vCloud, Microsoft Windows Azure and Hyper-V Cloud, Citrix CloudStack, and Red Hat CloudForms. In addition, an increasingly competitive third-party market is emerging with solutions from community-driven initiatives such as OpenStack and Eucalyptus and start-ups such as Nimbula and Abiquo. This roundtable will explore the impact of cloud system software for enterprises and service providers, the migration from existing virtualization deployments, and what it will take to win the battle for the datacenter platform of the future. Table 10: (Santa Clara Exclusive) Connected Entertainment in the Living Room, Greg Ireland, Research Manager, Multiscreen Video; and Jonathan Gaw, Research Manager, Worldwide Consumer Market Model Consumers empowered by Web services and networked devices are challenging established business models and technology vendors across the home entertainment value chain. Join us to discuss topics including the future of paid video services, how traditional consumer electronics vendors fit in, and which companies may emerge as winners in the evolving digital home. Table 11: Data as a Service, Michael Versace, Research Director, Worldwide Risk, and Big Data Lead Analyst, IDC Financial Insights Information providers are a life-blood in financial services. But the model is changing, driven by new technology (Big Data, some data sets being too vast to be extracted and transferred to the enterprise) and new user requirements (such as real-time, in-line access). This roundtable discussion will cover examples of data-as-a-service providers and leading-edge applications in banking, capital markets, and insurance industries. Table 12: Developing Mobile Applications: Tools, Approaches and Platforms, Al Hilwa, Program Director, Application Development Software This roundtable will field questions on the emerging tools market for mobile app development and whether HTML5 or native approaches are appropriate. We will discuss the market for cross-platform mobile development tools, its dynamics, and its anticipated growth. We will also cover which platforms or mobile device form factors are gaining traction with developers and how to navigate the ever-increasing complexity of platforms, devices, and form factors. Table 13: Ensuring Business Continuity for Mission-Critical Applications, Jean Bozman, Research Vice President, Enterprise Platforms Group Mission-critical workloads — applications and data — are being run on a wide variety of server platforms. Ensuring availability for all end users and end customers who must access these systems is vital to ongoing business processes within the organization. Otherwise, business would stop — and revenue would be impacted. Today, technologies for virtualization, converged systems, and cloud computing must be planned for, and supported, to maintain critical systems online. Table 14: Enterprise Social Networks: Using Social Software to Increase Productivity and Innovation, Vanessa Thompson, Research Manager, Enterprise Social Networks and Collaborative Technologies During this lunch roundtable discussion, join us for a look at the current research on enterprise social networks (ESN) and how companies are using them to build a culture of collaboration. ESNs provide the key linkage across the business to connect employees to each other, to partners and customers and to content, data and systems.


Table 15: Improving Sales Productivity with Market Intelligence, Michael Gerard, Vice President, Executive Advisory Group, Sales and CMO Advisory Practices Sales and sales operations executives are only just beginning to understand how to better leverage market intelligence to improve sales productivity. Join this roundtable to discuss how best-in-class sales and marketing teams are working together to better tap into market intelligence. Table 16: IT Analytics for Performance and Availability Management, Tim Grieser, Program Vice President, Enterprise System Management Software Big Data and predictive analytics technologies are increasingly being applied to identify, understand and resolve system and applications management issues including incidents, slowdowns and outages. During this roundtable, we will discuss recent directions and trends in IT analytics for performance and availability management. Table 17: (Boston Exclusive) Low-Power Servers and Service Providers, Kuba Stolarski, Research Manager, Servers; and Jed Scaramella, Research Manager, Servers IDC's server analysts will lead a discussion of how ARM-based servers will impact the market over the next few years, with a particular focus on service providers. Table 18: (Boston Exclusive) Machine-to-Machine Ecosystem – Connectivity, Platforms, and Solutions, Suzanne Hopkins, Senior Research Analyst, Mobile Services This roundtable discussion will cover current trends in the machine-to-machine (M2M) ecosystem. Our analyst will outline IDC's taxonomy for the M2M market as well as some of the drivers and inhibitors impacting growth in this segment. The discussion will focus on the connectivity and platform layers of the ecosystem, as well as the challenge facing enterprises in managing this influx of data as a means to better inform business decisions. Table 19: (Santa Clara Exclusive) Mobile Phone Semiconductor Market, Mali Venkatesan, Research Manager, Semiconductors, Emerging Technologies, and Markets; and Les Santiago, Research Director, Semiconductors, Emerging Technologies and Markets The mobile phone semiconductor market is going through a major transition, as smartphones proliferate around the globe and LTE-enabled high-end phones are in demand in developed countries. The analysts will lead a discussion of and share their views on the market, competitive landscape, ecosystem, and software. Table 20: Platform-as-a-Service Update: The Changing Landscape, Stephen Hendrick, Group Vice President, Application Development and Deployment The worldwide public platform-as-a-service (PaaS) market is now undergoing a significant transformation. Hear and participate in the discussion about new PaaS entrants, vendor strategies, and the impact that the PaaS market is having on both software as a service (SaaS) and infrastructure as a service (IaaS). Table 21: Scale-Out File/Object-Based Storage Trends and Happenings, Amita Potnis, Senior Research Analyst, Storage Systems; and Ashish Nadkarni, Research Director, Storage Systems IDC analysts will discuss the findings and analyses from a scale-out IDC MarketScape and preliminary results from their revised file/object based storage solutions report series. Table 22: Security and the Four Pillars: A Discussion, Chris Christiansen, Program Vice President, Security Products and Services Eat lunch with Chris Christiansen to discuss the commonality of security across cloud, mobile, social, and Big Data. We will illustrate business problems and solutions with customer stories. Table 23: Shift to Network Service Virtualization – Impact on Telecom Vendors? Nav Chander, Research Manager, Enterprise Telecom Services; and (Boston only) David Emberley, Research Manager, Telecommunication Infrastructure This roundtable will explore current enterprise trends that are causing telecom service providers to develop more "business service virtualization" service offerings within the telecom service provider market. Our analyst(s) will outline some of these new telecom service offerings and related innovation. The discussion will focus on the wireline product infrastructure opportunities for telecom equipment vendors and how telecom service providers are adopting new product solutions to offer virtualized WAN interconnect solutions for data centers, storage, video conferencing, security and VoIP.


Table 24: (Boston Exclusive) State of the Government Cloud: How Government Agencies Are Transitioning to Cloud and Enterprise Services, Shawn McCarthy, Research Director, IDC Government Insights Government agencies are making significant changes to their enterprise architectures in order to take better advantage of cloud services. Meanwhile, governmentwide efforts to standardize cloud procurements (such as FedRAMP and RACE) have helped agencies fast-track select IT services. This roundtable will explore the state of government cloud computing today, with an eye toward future growth areas. Table 25: The Changing SMB Network and Virtualization Picture, Ray Boggs, Vice President, SMB Research Join Ray Boggs in a discussion of the changing SMB network profile, from virtualization to server and storage deployment. How are SMBs technology environments changing to accommodate the move to mobility and the cloud? What kinds of go-to-market strategies and messages will resonate most with SMBs looking to advance productivity to the next level in an increasingly competitive world? Table 26: (Boston Exclusive) The Consumer Internet – Mobile First, TV Second, PC a Distant Third? Karsten Weide, Program Vice President, Media and Entertainment Consumers have begun replacing the PC with mobile devices as their default access device for the Internet. Mobile access, together with the consumer cloud, social media, and Big Data, is rapidly changing the landscape of consumer IT. Come and join this roundtable to discuss consequences for hardware, software, and media companies, hosted by IDC's Karsten Weide. Table 27: The Future Balance of Power in Connected Computing Platforms, John Jackson, Research Vice President, Mobile and Connected Platforms The past three years alone have witnessed unprecedented upheaval in the mobile and connected computing space. Apple has been the primary disruptive force, but other fundamentally platform-centric competitors such as Google, Microsoft, Amazon, and Facebook are also positioned to set the value agenda in the mobile applications and services space. This roundtable discussion will focus on the motivations, capabilities, business models and strategies of these and other players and will offer opinionated views on what outcomes are expected. Table 28: (Boston Exclusive) The Impact of Consumerization of Technology on Mobile Healthcare, Lynne Dunbrack, Program Director, Connected Health IT Strategies, IDC Health Insights The widespread adoption of personal mobile devices is putting pressure on payers and providers to develop a mobile strategy. Consumers, clinicians, and staff expect, and are demanding, to use mobile technology to interact with the healthcare organization. This roundtable will cover using consumer-facing mobile health applications to engage consumers and clinician-facing mobile point of care applications. Table 29: The Impact of Enterprise Mobility on Financial Services, Marc DeCastro, Research Director, Customer-Centric Bank Strategies, IDC Financial Insights This discussion will explore the impact of mobility within financial services on both customers and employees and will examine how IT must adapt in this dynamic environment. Table 30: (Santa Clara Exclusive) The Intersection of the Digital Home and Mobile Devices: A Discussion of the Technology and Ecosystems Enabling the New Consumer Experience, Michael Palma, Research Manager, Consumer Semiconductors There is a growing intersection between the digital home and media tablets and other mobile devices. We will look at the technology drivers and the enabling ecosystems to enable the sharing of content across multiple screens. Table 31: The Smart City Maturity Model: Key Areas for Assessment, Ruthbea Yesner Clarke, Research Director, Smart Cities, IDC Government Insights This roundtable discussion will focus on IDC Government Insight's Smart City Maturity Model and the nine key assessment areas for maturity. These areas apply not only to cities and local governments but also the vendors that serve them.


Table 32: (Boston Exclusive) Understanding Important Trends Regarding Converged Systems, Eric Sheppard, Research Director, Storage; and Laura DuBois, Program Vice President, Storage This roundtable will be host to an insightful set of conversations regarding converged systems. Technologies covered within converged systems include servers, storage, networking and enterprise systems management software. Participants will find this roundtable to be a useful way to understand how IDC is defining the converged systems markets and the way in which broader IT pressures are influencing when, where and how converged systems are rolled out in real-world environments. Table 33: (Boston Exclusive) Unified Communications and Collaboration: Meeting the Rising Demand, Amy Lind, Research Manager, Broadband, Enterprise Voice and IP Communications Services; and Rich Costello, Senior Research Analyst, Unified Communications and Enterprise Communications Infrastructure Although many businesses recognize the strategic need for unified communications and collaboration (UC&C) and are beginning to consider deployment projects in earnest, most are still grappling with how to implement UC&C within the context of their own business environments. This roundtable will identify the accelerators and barriers to UC&C adoption; examine how vendors, systems integrations, and service providers are tailoring their approaches to marketing and selling UC&C solutions; and explore how the movement toward cloud computing is driving an explosion in the availability and adoption of cloud-based UC-as-a-service (UCaaS) solutions. Table 34: VoLTE, IMS, and RCS: New Tools for Enabling Mobile Operators to Compete with Over-the-Top Providers, John Byrne, Research Director, Wireless Infrastructure; and (Boston only) John Weber, Associate Research Analyst, Mobile Consumer Services While mobile networks are now faster than ever thanks to 3G and 4G/LTE deployments, operators still require solutions from network equipment vendors to address growing competition from a myriad of over-the-top competitors such as Skype, Facebook, and Apple. This discussion will cover technologies such as voice over LTE (VoLTE), IP Multimedia Subsystem (IMS), and Rich Communication Suite (RCS), as well as deployment trends and their role in enabling new operator services and strategies. Table 35: We Are All Remote Workers, Chris Chute, Research Director, Worldwide Digital Imaging and SMB Transformative Technology This lunch roundtable will discuss how advances in mobile hardware, coupled with SaaS vendors focusing on SMBs as a key growth segment, will redefine the role of the employee. Table 36: Windows Renewed: How Windows 8 and Windows Server 2012 Will Impact the Industry, Al Gillen, Program Vice President, System Software Microsoft's new wave of products has been released and supporting technologies are quickly coming online. We expect that 2013 will be a year of rationalization, evaluation and deployment for some Windows products but not for others. Join this discussion on the changing dynamics of the operating systems market. Table 37: Workspace as a Service: Transforming the Virtual Desktop in the Cloud, Brett Waldman, Research Manager, Client Virtualization The rise of mobile and cloud-based applications is transforming the desktop. Gone are the days of "Windows" as we know it. Join this discussion and learn how cloud hosted desktops, desktop applications and data are going to transform how enterprises deliver and manage desktops, devices and applications. Table 38: (Santa Clara Exclusive) Semiconductor Core Technologies: Cloud Infrastructure, Abhi Dugar, Research Manager, Cloud and Mobile Infrastructure Semiconductors; and Shane Rau, Research Vice President, Computing Semiconductors The massive increase in IP data traffic is driving significant architectural shifts in data centers to enable scalability, flexibility, and security. Increasing virtualization, platform convergence, and emerging standards such as Software Defined Networking (SDN) / OpenFlow will impact the value chain of these systems — semiconductor providers, ODMs, and OEMs — and hence the purchase and adoption of semiconductors. This session will focus on the vendors, technologies, and markets for semiconductors and technologies being sold in server, storage, networking, and security systems that are the major components in the enterprise infrastructure and the datacenters of cloud service providers (Google, Facebook, Amazon, and more).


12:40 – 1:20 pm Lunch Special-Interest Sessions Pick up a box lunch before your session. High-Performance Data Analysis: HPC Meets Big Data, Steve Conway, Research Vice President, High Performance Computing; and Chirag Dekate, Ph.D., Research Manager, High-Performance Systems IDC has coined the term high-performance data analysis (HPDA) to describe the convergence of the established data-intensive high-performance computing (HPC) market and the high-end commercial analytics market that is starting to buy and use HPC resources. Simulation-driven HPC is the longest-standing part of this market. It dates back at least to the 1960s, the start of the supercomputer era. From then until today, some important HPC workloads have been data intensive. The newer kid on the high-performance computing block is analytics. It comes in many flavors, from Hadoop to graph analytics. HPDA is being applied not only in established HPC segments (government, university, industry) but also in commercial organizations such as GEICO, Mayo Clinic, and PayPal, whose burgeoning real-time requirements have pushed them into adopting HPC for high-performance data analysis. In this session, IDC's HPC team will provide an overview of emerging HPDA market opportunities and the related requirements for vendors. MPS/ITO/BPO Mashup: The Transformation of MPS to MDS and Business Services, Holly Muscolino, Research Director, Hardcopy Peripherals: Software and Services Enterprises spend more than $26 billion annually in managed document services, and growth rates are in the double digits. Vendors are investing heavily to compete by enhancing capabilities to improve the efficiency of delivering document services and ensure optimal savings. The market is evolving as vendors transform offerings to include managed IT services and managed business process services that are designed to align with their customers' strategic initiatives. This discussion will examine that market transformation and will include a view of the current managed document services landscape and our projections for the next three to five years. In addition, we will look at the end user's perspective, with a view to which services are providing the greatest differentiation and offering the highest customer value. Machine-to-Machine in the Real World: Separating Myth from Reality, Carrie MacGillivray, Program Vice President, Mobile Services, M2M and Network Infrastructure Is the notion of 50 billion connected devices by 2020 going to be a reality or an aspiration spurred by a mobile industry desperate for the next big thing? Carrie MacGillivray will discuss IDC's view of the machine-to-machine (M2M) ecosystem and decompose the layers of this complex market. She will address the opportunities and challenges facing device makers, mobile operators, network equipment manufacturers, software vendors, and Big Data companies. MacGillivray will provide IDC's expectations for the "Internet of things" in the short term as well as reveal our view to the future by highlighting IDC's M2M forecast. Finally, the presentation will lay out the efforts needed to drive growth in this nascent ecosystem.

12:45 – 1:15 pm Analyst One-to-One Meetings Open to all attendees by appointment. Visit the Analyst Connection Kiosk to schedule your meetings. Visit www.idc.com/directions13 for a list of analysts available for one-to-one meetings.


1:30 – 2:10 pm Track Sessions

Track 1: Building a Big Data Road Map for Business Value, Dan Vesset, Program Vice President, Business Analytics, Search and Content Analytics; and Mike Versace, Research Director, IDC Financial Insights Organizations that have begun to embrace Big Data technology and approaches are demonstrating that they can gain competitive advantage by being able to take action based on timely, relevant, complete, and accurate information, rather than guesswork. However, the challenges of data management and analytics in the intelligent economy are likely to overwhelm organizations that are not conversant with Big Data technologies. Join IDC's leading Big Data/analytics analyst, Dan Vesset, and IDC's leading risk management analyst, Mike Versace, as they help you to measure the readiness of your organization for effectively leveraging Big Data trends and technologies. Through IDC's Big Data/Analytics Maturity Model, Vesset and Versace will help you to decide what leading indicator your organization should use to pace the level of technology evolution around Big Data, and how your organization should ready its IT infrastructure and architectures. Track 2: Innovation Management: How Social Technologies Are Changing the Way Companies Design Products and Services, Michael Fauscette, Group Vice President, Software Business Solutions Whether it's economic pressure, changing business models, increasing competition, or any other "business issue," companies today are feeling more and more pressure to produce innovative products and services. Many companies feel that the mantra of "innovate or die" has never been more of a reality than it is in today's rapidly changing business environment, and building a culture of innovation is high on almost every CEO's list of priorities. At the same time, customers' expectations of interaction and involvement with brands that they deal with on a regular basis have changed dramatically. The social Web is in no small way responsible for the change in the way customers want to interact, and at the same time, new business-focused social technologies provide an excellent opportunity for companies to draw customers and partners into the core innovation process. In this session, we will look at the changes that have led to this new emphasis on innovation and at the technologies that can help facilitate a complete innovation management process or "life cycle." In addition, we will look at some "best practices" from recent IDC case studies of companies that are effectively building this new culture of innovation. Track 3: The Social Marketing Mandate, Rich Vancil, Group Vice President, Executive Advisory Strategies Social marketing techniques are gaining momentum in the tech B2B space. Most vendors are moving rapidly from a phase of experimentation to programmatic execution of social listening and speaking. For many vendors, this capability will be not just a marketing issue; it could become a "bet the company" issue, if proper execution is missed. How does your company stack up, in terms of your social marketing proficiency? In this session, Rich Vancil will explore the state of investment in the people, process, and technology that are needed to drive your social marketing to new heights. Case studies of best practices vendors will be profiled and discussed. Track 4: Why the Datacenter of the Future Will Leverage a Converged Infrastructure, Matt Eastwood, Group Vice President and General Manager, Enterprise Platforms The pace of change in organizations of all types continues to accelerate, and this is prompting business leaders to pressure CIOs to deliver new IT services quicker, more reliably, and at lower costs than ever before. This is happening alongside the rapid acceptance of new mobile technologies and cloud delivery models, which are commanding the development of new types of enterprise applications that further enable robust data creation. All of this change is pressuring the staid world of datacenter design and driving the need for a third IT platform. New modular datacenters are emerging that leverage on, off, and hybrid deployment scenarios requiring new levels of reliability, flexibility, scalability, and utilization. In this session, Matt Eastwood will look at the advent of new converged infrastructure offerings and the promise they hold for IT organizations looking to leverage new business strategies that maximize the business value of core enterprise applications and data. The session will look at the impact these new IT models will have on both datacenter staffing and IT infrastructure needs.


Track 5: Connected Computing Platforms and the Future of Value Creation: Control, Common Denominators, and Consequences, John Jackson, Research Vice President, Mobile and Connected Platforms Competitive dynamics between the likes of Apple, Google, Microsoft, Facebook, Amazon, and others will have an increasingly deterministic influence on the way content and services are sourced, created, distributed, consumed, and monetized in 2013. This fundamentally platform-centric competition is a manifestation of the new economic models that will emerge atop what IDC calls the 3rd Platform. To date, this competition has changed the basis of competition, value creation, and value extraction across large swaths of the traditional mobile computing supply side, destroying billions of dollars in enterprise value in the process. And it's far from over. The disruptive effects of these and other platform-centric entities will continue to ripple across the broader ICT domain as well as the market for content, applications, and services. What outcomes can we expect from the battle among these giants of the Internet? What can traditional product-centric companies do to adjust? Will the future be one in which a handful of "closed ecosystems" control much of how applications, content, and services are delivered in the mobile computing environment? This session offers IDC's perspective on the nature of competition between these "platforms," and what it will mean for the market in the medium term.

Track 6: The Consumer Cloud: Emerging Behaviors, Opportunities, and Threats, Greg Ireland, Research Manager, Multiscreen Video The growth and evolution of the consumer cloud and consumer cloud applications and services are fundamentally changing how individuals access, store, share, and consume personal and premium content. Driven by increasingly pervasive connectivity and widespread adoption of media tablets, smartphones, and networked consumer electronics, the growth of the consumer cloud has ramifications on a range of business areas including, but obviously not limited to, content distribution and monetization, connectivity and network capacities, and data backup and security. Understanding the emergence of the consumer cloud is key to understanding opportunities and threats across the consumer technology ecosystem. This presentation will introduce attendees to how IDC defines the consumer cloud and anticipates cloud applications and services to evolve as drivers of new consumer behaviors and disrupters of legacy business models and practices. Drawing on new IDC research, consumer attitudes toward adoption of and spending on cloud services will be discussed. Track 7: Big Data Ecosystems: Where Is the Value? Henry Morris, Senior Vice President, Worldwide Software, Services and Executive Advisory Group Research The past year has seen a flurry of new companies entering the Big Data marketplace at all levels of the stack. The IDC model for Big Data distinguishes four layers of technology: infrastructure, data organization and management, analytics and discovery, and decision support and automation interface. Ecosystems are forming to bring together and integrate technologies across the layers. This raises the question of where the enduring value is, the likeliest place where profits will be made. This session considers indicators such as trends in VC investments, architectural patterns in initial implementations, the impact of open source within the stack, and the structure of ecosystems being formed. Track 8: The Impact of Social, Mobile, Analytics, and Cloud on the Professional Services Industry, Gard Little, Research Director, IT Consulting and System Integration Research; and (Boston only) Ali Zaidi, Senior Research Analyst, IT Consulting and Systems Integration Social, mobile, analytics, and cloud, IDC’s four pillars, have had a dramatic effect on professional services spending, both individually and in combination, as suppliers have launched entirely new practices around these critical technologies. In addition, the four pillars have provided new tools for vendors seeking to add greater value to traditional business process–focused services engagements. IDC will use case studies and supplier examples to model how the four pillars are impacting professional services in three ways – as a substitution effect that decreases spending, as a linear growth effect that increases new spending, and as a growth multiplier effect for spending on related services, projects, or programs. IDC will quantify the impact of the four pillars on professional services spending and will demonstrate how a professional service vendor's value is shifting to the innovation, and improved user experience, it can orchestrate for its customers.


2:20 – 3:00 pm Track Sessions Track 1: Maximizing Business Value of Mobile Technology, John Jackson, Research Vice President, Mobile and Connected Platforms; and Leslie Hand, Research Director, IDC Retail Insights The mobile Internet will be larger than the wired Internet by 2016 and will transform the way companies interact with customers, employees, and partners. Join IDC's John Jackson and Leslie Hand as they help you assess how mobile technology will transform your business and IT's role in this transformation. Jackson and Hand will present IDC's Mobile Maturity Model to help IT executives measure the impact of their current mobile strategy and assess where it is relative to others. They will help you understand and prioritize IT investments and actions to move forward with a mobile strategy and what you need to consider when evaluating the impact on people and processes. Track 2: Customer Experience: The Only Strategy That Matters, Mary Wardley, Program Vice President, CRM and Enterprise Applications The era of true customer intimacy has arrived with the ability through social technologies and channels to easily reach customers and to listen and watch consumers to understand preferences and expectations. Building a compelling customer experience (CX) has become a corporate goal of many leading organizations as a means of competitive differentiation. Customer experience means more than providing a friendly agent in the contact center; it begins at the topmost level of management and extends through every facet of an organization. Through case studies, this session presents how organizations have addressed the core five individual components of customer experience to create customer-centric organizations. The case studies will show how the five individual components of CX — strategy and process, information, people, access, and technology — impact the organization in providing a well-rounded CX-driven organization. Track 3: Market Intelligence for Sales: Increasing Marketing's Impact on Sales Productivity, Michael Gerard, Vice President, Executive Advisory Group, Sales and CMO Advisory Practices The buyer 2.0 demands that its technology vendors better understand their needs and improve the efficiency and effectiveness of the buying process; however, sales teams continue to struggle with meeting these expectations. One of the greatest opportunities for impact is for sales to better leverage market, customer, and competitive intelligence — for example, tapping into share of wallet and growth data to better allocate sales resources, improving the ease of access of customer data to enable sales reps to provide buyers a more personalized buying experience, and delivering more relevant assets and intelligence to buyers to move an opportunity forward. Michael Gerard will present additional details regarding what marketers can do from a market intelligence perspective to improve sales productivity. He will share insights from IDC's CMO and Sales Advisory Practices, as well as providing case studies from best-in-class sales and marketing organizations. Track 4: Evolution or Disruption — Where Are We Headed with Software-Defined Networking? (Santa Clara only) Rohit Mehra, Vice President, Network Infrastructure; (Boston only) Brad Casemore, Research Director, Datacenter Networks The rise of cloud computing has brought change and excitement to the formerly stolid preserve of networking, both in the datacenter and beyond. Software-defined networking (SDN) promises to remake networking, delivering unprecedented network virtualization and rich application-driven programmability and agility. What will that mean, however, for enterprises and service providers running private and public clouds? What kind of penetration is SDN expected to achieve, and will the change be evolutionary and incremental or revolutionary and disruptive? What sorts of capex and opex benefits will SDN deliver, and what types of organizational and infrastructure approaches and resources will be required to get the most from it? Similarly, how will traditional networking vendors as well as SDN start-ups address shifting market dynamics? Will the major networking vendors merely extend and tweak their product portfolios, or will they be compelled to reinvent their business models and reset their strategic plans? In this session, we will explore the potentially far-reaching implications of SDN, both for enterprises and cloud providers and for the vendors that serve them.


Track 5: Smart Connected Devices: Competing in the Multidevice Era, Tom Mainelli, Research Director, Mobile Connected Devices PC refresh rates continue to slow amid increased competition for consumer spend from tablets, smartphones, and other smart connected devices. The fight for market share in the multidevice era of computing is fierce, and many of the new entrants are playing by a different set of rules than traditional IT hardware providers. Today's devices must look good, perform well, and seamlessly work together with other devices. Few consumers have the luxury of going "all in" with a single vendor, and herein lies the opportunity for companies willing to help consumers bridge together disparate clouds, operating systems, and devices. This session offers insights into how consumers buy, use, share, and eventually replace their devices, as well as actionable advice for hardware and software vendors looking to compete across the compute continuum. Track 6: IT Cloud Services at the Crossroads (IaaS/PaaS/SaaS), Robert Mahowald, Research Vice President, SaaS and Cloud Services; Stephen Hendrick, Group Vice President, Application Development and Deployment Research; and Melanie Posey, Research Vice President, Hosting and Managed Network Services Growth in worldwide IT cloud services will be peaking over the next several years as public cloud services become widely available and private clouds begin to pick up momentum. This session examines the key issues driving cloud's big changes in vendor strategies to capitalize on this transition — for smaller players to gain new footholds, and for larger incumbents to solidify/retain their leadership. Service providers are having to add (build, buy, partner for) middleware and apps, and software vendors are having to build out more robust storage, compute, and analytical capabilities, such that we are seeing a real blending in what each has to offer to attract and retain customers. Software vendors can no longer just sell software, IT outsourcers can no longer rely on their long-term contracts with fully dedicated resources, and hosters can no longer just have vanilla Web hosting — none of these vendor types will be able to stay in their comfort zones any longer. A key question for discussion will be how vendors in each cloud segment (IaaS, PaaS, and SaaS) will seek to extend and better differentiate what they bring to market as well as the changing landscape of who they intend to sell to, in a world where more and more successful software providers will need to act like service providers, and service providers will need to build software portfolios. Track 7: New Software Technologies for Big Data and Analytics – Panel, Moderator: Dan Vesset, Program Vice President, Business Analytics and Search and Content Analytics; and Panelists: Carl Olofson, Research Vice President, Database Management and Data Integration Software; Dave Schubmehl, Research Manager, Search, Content Analytics and Discovery; and (Boston only) Maureen Fleming, Program Vice President, Business Process Management and Middleware Big Data is not only about volume but also high velocity and a great variety of data. What are the new technologies that are emerging to manage the data, and will they complement or supplant today's information management technologies? Will there be separate tools for structured and unstructured data monitoring, analysis, and management, or will a new set of tools provide unified access? What are the Big Data integration requirements, and how are they being met? Which vendors are emerging as leaders in the Big Data software market? Where is the next wave of Big Data software updates likely to come from? Track 8: Impact of Cloud Services on the Traditional Services Market, David Tapper, Vice President, Outsourcing and Offshore Services The move to cloud services will have a tectonic impact on the future of the traditional services market. Just consider the impact of "horseless" carriages on carriages, PCs on mainframes, downloading of music on record shops, and ebooks on bookstores. This session will take a look at how the world of services is transforming and how cloud services are shaping this transformation from development and testing services to the full array of outsourcing/managed services. Key topics will include showing how the main drivers are shaping this change, outlining key transformational building blocks, highlighting potential substitution effects, examining the convergence and restructuring of the provider environment, offering a maturity framework in shifting to cloud, and outlining key game changers to target on the journey to cloud services. Finally, this session will offer providers a set of key game changers that can help smooth the transition to a world of cloud services.


3:10 – 3:50 pm Track Sessions

Track 1: Converting Social Software into Business Value, Mike Fauscette, Group Vice President, Software Business Solutions; and Kimberly Knickle, Practice Director, IDC Manufacturing Insights As the adoption of enterprise social solutions increases, barriers have decreased, and the consensus is that more than one solution may be required to support a company's needs. Join IDC analysts Mike Fauscette and Kim Knickle as they help IT executives shape their social business strategy. Fauscette and Knickle will address best practices for converting business needs into projects using the latest social tools and how companies can adopt social business for increased competitive advantage and maximum business value. Track 2: How Companies Are Leveraging Social Technologies for Competitive Advantage, Vanessa Thompson, Research Manager, Enterprise Social Networks and Collaborative Technologies; and (Santa Clara only) Lisa Rowan, Research Vice President, HR, Talent and Learning Strategies As companies aim to capture feedback from the social Web, the Internet, and the broader network of constituents, collaborating in real time and supporting some work processes with social tools will become essential to build a more productive and dynamic business operation. This presentation shares how companies are leveraging enterprise social networks and social talent management software to capture this feedback from inside and outside the firewall. Deciphering the value of social technologies is complex, particularly as many traits of a social business are inherent. Learn how companies are leveraging social technologies to gain competitive advantage and build a more open and transparent business. Three themes will be addressed in the session: sense and respond, the notion that companies are adapting to a market demand not a plan; network behavior, capturing internal and external feedback to contribute to operational and strategic decisions; and locate and recognize, finding the right people, finding the right answers, connecting them, and recognizing/rewarding. Track 3: Data-Driven Deals: The Analytics Arms Race Is On! Gerry Murray, Research Manager, CMO Advisory Practice This session will provide insight into how analytic models are being applied to marketing and sales processes to increase conversion rates, improve productivity, and provide enhanced customer experiences. For example: How did a major enterprise software vendor add 200 million euros to its revenue line without adding sales staff? How did a major sports and entertainment Web site boost subscription revenue by 45% without increasing its marketing program spend? How did one of the Web's most popular financial services sites drive $10 million of new revenue with simple changes to its customer experience road map? By adding analytics, of course. The organizational, staffing, skills, tools, data, and process issues related to creating a successful data-driven approach to customer creation will be discussed. Attendees will learn how to start and grow an analytics team, how to identify the best applications for measurable impact, how to assess and manage issues on the critical path for successful analytics, and how to nurture cultural acceptance of the analytical approach to sales and marketing. Track 4: The Tie That Binds: Security as Common Ground for the Four Pillars, Christian Christiansen, Program Vice President, Security Products and Services The "new normal" is that your company is probably already compromised and you may not know it. New technologies (cloud, mobile, social, and Big Data) enlarge the attack surface, especially when defensive strategies are executed in isolation. Surprisingly, old ideas are applicable to new problems. Over the past few years, advanced organizations realized that compliance with a plethora of worldwide government and industry recommendations required a solution that focused on commonality. Likewise, IDC believes that technologies, policies, and practices must consider the common issues among new technologies for a sustainable solution. In this presentation, Chris Christiansen will focus on solutions based on these common elements and illustrate them with case studies.


Track 5: Assessing the Mobile Enterprise Ecosystem: The Criticality of the $5 Billion Mobile Enterprise Software Markets in 2013, Steve Drake, Program Vice President, Mobile Enterprise Driven by the widespread consumerization of IT and advances in mobile device technology and wireless networks, key mobile enterprise software markets will near the $5 billion mark in 2013 with a combined average CAGR of 31.3% from 2011 to 2016. These core markets include mobile enterprise application platforms (MEAPs), mobile enterprise security, and mobile enterprise management (MEM) software. These three areas represent the core technologies required to build and deploy mobile applications, as well as the ability to manage and secure the devices and information that mobile workers need access to. Convergence is taking place between all three categories, as well as within their submarkets, and cloud-based mobile solutions are becoming the norm across many businesses. Track 6: The SMB Cloud Story: An Unexpected Journey, Chris Chute, Research Director, Worldwide Digital Imaging and SMB Transformative Technology; and Ray Boggs, Vice President, Small/Medium Business and Home Office Research Cloud applications and service adoption are revolutionizing enterprise IT business processes. As IT vendors develop their next-generation software products, it is wholly within a mobile and SaaS context, often with the tablet as a critical IT endpoint device. Yet the enterprise cloud experience is in no way representative of the total corporate cloud story. Currently, small and midsize business (SMB) cloud service adoption varies greatly by company size, and inhibitors often center more around cultural, rather than service attribute, issues. This IDC presentation will outline the unexpected journey many SMBs are taking toward the cloud. Data from IDC's SMB research portfolio will highlight current and future SaaS uptake by company segment (micro, small, and midsize businesses) and compare SMB and enterprise adoption. Major application adoption will be addressed, including first-tier applications like email and productivity, as well as advanced applications such as storage, ERP, CRM, and disaster recovery. The following key questions will be addressed: What are the drivers and inhibitors for SMB cloud adoption? Are small and midsize businesses approaching the cloud with different attitudes? How (and more importantly when) can IT vendors influence customer attitudes? What role will the tablet play in the SMB IT space with regard to application usage, and does this influence the usage of more traditional computing devices? Track 7: Big Data: The Infrastructure Disruption – Panel, Moderator: Ashish Nadkarni, Research Director, Storage Systems; and Panelists: Steve Conway, Research Vice President, High Performance Computing; Jean Bozman, Research Vice President, Enterprise Servers; (Santa Clara only) Rohit Mehra, Vice President, Network Infrastructure; and (Boston only) Brad Casemore, Research Director, Datacenter Networks Big Data puts ever-escalating demands on infrastructure — storage, computing, and networking capabilities. The scale required for Big Data workloads will challenge enterprise datacenters and will lead to an increasing role of service providers building up expanding capabilities in the cloud. What is the infrastructure driving the most demanding Big Data workloads today? What is the mix between enterprise and cloud deployments, and what is the trend? Are new infrastructure solutions needed? What is on the horizon that could disrupt today's state of the market? Panelists will discuss both technology and business initiatives from an infrastructure perspective. Track 8: Enhancing the User Support Experience: The 3rd Platform Brings Enhanced Value, (Boston only) Curtis Price, Program Vice President, Infrastructure Services; and (Santa Clara only) Elaina Stergiades, Research Manager, Software and Hardware Support Services As companies look to deliver a higher-quality support experience, they are increasingly looking to leverage new technologies and tools that put more power into the hands of the end user. This presentation will look at how the four pillars of analytics, cloud, mobility, and social are coming together to provide a broad set of support capabilities that will ultimately increase the customer support experience. Each of these technologies are playing key roles in enhancing the user support experience through improvements in areas like technical support, online support forums, and remote support. However, the most forward-thinking support organizations will utilize all of these technologies together in a mashup offering that provides a comprehensive support offering that will provide high value to end customers. In this session, we will discuss the evolution of support services and how some of the leading-edge support organizations are structuring their support programs to leverage analytics, cloud, mobility, and social. This session will also look at look at how different segments of the market will gravitate toward this new support model and what the key drivers will be. Last, this session will look at the impact that this new support model has on customer satisfaction.


4:00 – 5:00 pm Featured Keynotes

In Santa Clara Information Technology and the Macroeconomy: A Look Ahead, Professor Robert Reich, Professor of Public Policy, University of California at Berkeley

Robert Reich — acclaimed author, professor, and former U.S. labor secretary — will give us a look ahead at the macroeconomy and what it means for information technology. He will explain where the U.S. economy is heading and why, the significance of the looming budget deficit, and America’s other major underlying challenges in education and healthcare. Professor Reich will also explore what’s ahead

for Europe and the future of “austerity economics,” why China is slowing and the critical choices to be made there, and the future of the “global middle class.”

In Boston The Next 20 Years: How Science Will Revolutionize Business and Our Way of Life, Dr. Michio Kaku, Professor of Theoretical Physics, City University of New York For his New York Times best seller, Physics of the Future, Dr. Michio Kaku interviewed over 300 of the world’s top scientists concerning advances in science and technology and how it will affect business, the economy, and our way of life. He discusses how the revolution in biotechnology, nanotechnology, and artificial intelligence will change everything, including capitalism itself. In the future, chips will cost a penny and will be

everywhere and nowhere, cars will drive themselves, the Internet will be in your contact lens, your wallpaper will become intelligent, and human organs can be grown from your own cells. Dr. Kaku explains how this will change the world of finance as well. First, capitalism is being digitalized, industry by industry. The next industries to be digitalized are education and medicine. (Companies that resist this process will go bankrupt.) Second, we are witnessing the birth of “perfect capitalism,” where information is free and ubiquitous, so that the currently uncertain laws of supply and demand become perfect. Third, we are witnessing the historic transition from commodity capitalism to intellectual capitalism. Nations that do not understand the balance between these two forms of capitalism might see their economies implode with time.

5:00 – 5:15 pm IDC Closing Remarks Crawford Del Prete, Executive Vice President, Worldwide Products, and Chief Research Officer

directions 2013 agenda

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