Preface: There’s an App for That! xi
Introduction: Turning Inside Out 1
PART I THE TECHNOLOGY OF THE SOCIAL MOBILE CLOUD 5
Chapter 1 A Remote Control for the World 7
The Three Technologies 7
Lessons from the History of the Internet 9
The History Lesson: Big Picture Thinkers Survive the Game 12
Build for the Social Mobile Cloud 15
The Time Is Now 16
Social Networking Is the Fastest Growing Technology Ever 17
The Cloud: The Connective Tissue 18
Buy a Smartphone Now 20
Chapter 2 Social Means Connected: Compete with Yourself, Collaborate with Others 23
The Social Network 24
Co-Creation 28
Compete with Yourself 29
Sign Up for a Social Network Today—on Your New Smartphone 30
Your Employees and Business Partners in Social Networks 32
Chapter 3 Mobile: The Great Untethering 35
The New Technical Capabilities 36
Connectivity 38
Reality Redefined: The Physical World with Data Overlay 40
Life Streaming: Access to a Photographic Memory 41
Cyborg 42
BYOD and the Consumerization of IT 43
Chapter 4 Plug Yourself into the Cloud 45
Four Key Technologies 45
Benefits of the Cloud Are Heavenly for Business 47
Drawbacks of the Cloud—Just Like Any Grid 48
Leveling the Playing Field 49
Plug Yourself into the Cloud 50
PART II HOW BUSINESS WILL BE CHANGED BY THE SOCIAL MOBILE CLOUD 51
Chapter 5 ADAPT: Adapting to Change 53
Technological Changes 53
At the Core of Today’s Change: Transaction Cost Economics 56
Chapter 6 Persistent Digital Engagement: The New Digital Consumer 59
Customer Service Is the New Marketing 61
Connecting Digitally at the Physical Point of Sale 61
Embrace Transparency 63
Chapter 7 Digitization: The Rising Value of Information in Products and Services 65
Innovation Drivers 66
Wireless Sensors in Everything and Everywhere 67
Application Programming Interfaces for Everything 68
Software Is Everywhere 68
Chapter 8 Crowd Storming, Crowd Sourcing, Collaboration, Co-Creation 71
More People = Faster and Better Decisions 72
Group Collaboration = Faster and Better Outcomes 72
Extend Engagement and You Increase Value for Everyone 73
Chapter 9 Hierarchy Will Yield to Networks, Remaking Organizations 75
Seniority and Control of Information 75
Finding New Business Model Solutions 77
Chapter 10 How We Buy: Redefining Shopping and Payment 79
Business Model Shift 1: For Retailers, the Customer Is in Control 79
Business Model Shift 2: Pay from the Comfort of Your Own Phone 82
Business Model Shift 3: Corporate Currencies 85
Business Model Shift 4: Insuring Corporate Currencies 87
Business Model Shift 5: Accepting (Multicurrency) Mobile Payments 88
Business Model Shift 6: Transforming the Purchase Experience with Mobile Payments 89
Chapter 11 The Game of Work, the Work of Game 93
Business Model Shift 7: Turning Work into a Game 93
Business Model Shift 8: Data-Driven Decision Making and a Culture of Experimentation 97
Business Model Shift 9: Experience Is the Dominant Value 103
Chapter 12 Work and the Workplace Reimagined 105
Forces of Change 105
Business Model Shift 10: Dynamic Networked Social Sales and Support Staff 107
Business Model Shift 11: Workforce Collaboration to Improve Safety and Quality 110
Business Model Shift 12: Transparency and Openness 111
PART III UNDERSTANDING CHANGE: HOW TO ADAPT TO THE SOCIAL MOBILE CLOUD 117
Chapter 13 Understanding Change 119
Punctuated Equilibrium 120
Reinvention 121
Chapter 14 Undoing Our Resistance to Learning 123
HIDE 124
Trains, Phones, Record Players: The Cause of What ? 135
The Crucial Skills for Twenty-First-Century Success 136
Continuous Learning: You’re Either Growing or Shrinking 137
Chapter 15 Systems Thinking 141
Looking at the Whole 141
Shifts in Focus 144
Tools to Assist with Optimizing Details 145
Interactive Data Visualization 147
Steps to Systems Thinking 148
Chapter 16 Decision Making 149
SAFE 149
Committing to Adapting 151
The Continuously Iterative Business Plan 153
Chapter 17 Seven Steps to Adaptability 155
Step 1: Why We Resist Change 155
Step 2: Embrace Data and Analytics 156
Step 3: Understand the Power of Social Collaboration 156
Step 4: Why We Resist Learning 156
Step 5: Use New Learning Tools 157
Step 6: Learn to Use Systems Thinking 157
Step 7: Decision Making 157
Afterword: Digital Transformation: What Will You and Your Business Look Like 10, 20, 50 Years from Now? 159
Appendix: PwC Thought Leadership on Social, Mobile, Analytics, Cloud (SMAC) 165
About the Author 217
Index 219
