At Concur client roadshow in Washington, D.C. Roadshow, guest speaker Ted Schadler, co-author of "Empowered" (Harvard Business Review Press) and Principal Analyst at Forrester Research, Inc., provided insight into the industry trends, and how these are impacting your Corporate and Government Travel and Expense (T&E) initiatives. This presentation was followed by Concur's SVP and GM, Federal Government Jim Lucier to talk about how Concur is harnessing digital disruption. Learn more on digital disruption from Forrester: http://bit.ly/1gpluQU

1. Making Leaders Successful
Every Day

2. Taking Advantage Of Digital
Disruption In Travel And Expense
Ted Schadler, Coauthor of Empowered
November 13, 2013

3. Agenda
› What is digital disruption?
› How does it affect markets?
› How can you take advantage of it?
© 2013 Forrester Research, Inc. Reproduction Prohibited
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4. What in the world is digital disruption?
When companies adopt
technology, they do old
things in new ways;
When companies internalize
technology, they find
disruptive new things to do.
© 2012 Forrester Research, Inc. Reproduction Prohibited

5. Digital disruptors raise the bar
› They build better product experiences
› That create stronger customer relationships
› Doing it all faster than before
Digital disruption economics requirethis.
permit
© 2013 Forrester Research, Inc. Reproduction Prohibited
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6. How digital disruption economics work
Old disruption
10 x
the innovators
Digital disruption
1/10th
the cost
100X
the power
Source: October 27, 2011, “The Disruptor’s Handbook” Forrester report
© 2013 Forrester Research, Inc. Reproduction Prohibited
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7. Disruption isn’t new . . .
Image source: Photo Dictionary (www.photo-dictionary.com)

8. . . . but digital disruption is
Source: NBC News and The Associated Press (http://photoblog.nbcnews.com/)
Image source: Associated Press (AP.org)
© 2013 Forrester Research, Inc. Reproduction Prohibited
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9. How does digital disruption affect
markets?
Platform creators
Experience creators

10. Digital disruptors can be a positive force
›
›
›
›
Dramatically improve services
Support new patterns of life and work
Ultimately, cut service costs
. . . Including those in travel and expense

11. Mobile devices are on the rise, fueled by
employees’ desire for freedom
© 2012 Forrester Research, Inc. Reproduction Prohibited

12. Expense and travel app adoption lags on
smartphones and tablets
“Which applications do you use on
these devices for work?”
Email
Intranet portal
File sync & share
Expense apps
Travel apps
Source: Forrester Forrsights Global Workforce Survey, 2012
© 2013 Forrester Research, Inc. Reproduction Prohibited
65%
21%
16%
15%
24%
24%
14%
19%
22%
16%
19%
15%
90%
75%
60%
Computer
(N = 2,699)
Tablet
(N = 605)
Smartphone
(N = 1,303)
Base: Information workers using each device
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13. 52%
Are “frustrated when something I
want isn’t on my phone.”
Base: Highly mobile adults
23%
“Checked my travel itinerary” on
a mobile device.*
*Base: 675 adults taking 2 or more
business trips in the last 12 months
Source: North American Technographics® Community Panel (US, Canada)
*Source: North American Technographics Auto and Travel Survey, Q3 2013
© 2013 Forrester Research, Inc. Reproduction Prohibited
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14. “We found a lower fare
for your flight”
(that takes
sophisticated
analytics)
© 2013 Forrester Research, Inc. Reproduction Prohibited
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15. 84%
See data as critical to
planning, budgeting, and
forecasting.
Base: 603 business and IT decision-makers
71%
Will spend IT budgets on analytics
and big data in the next 12 months*
*Base: 617 North American IT decision-makers
Source: Forrsights Strategy Spotlight: Business Intelligence And Big Data, Q4 2012
* Source: Forrsights Services Survey, Q3 2013
© 2013 Forrester Research, Inc. Reproduction Prohibited
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16. Three steps to harnessing digital disruption
1. Look for service & delivery inefficiencies
2. Embrace new platforms for performance
3. Seek alliances that improve service & delivery
© 2013 Forrester Research, Inc. Reproduction Prohibited
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17. Thank you
Ted Schadler
+1 617.613.5975
tschadler@forrester.com
Twitter: @tedschadler