Worth reading (or at least scanning), the entire report (registration required). There's also this link Global CEO Study: The Enterprise of the Future. Note: right now the registration link seems broken but I assume someone will notice and fix it.
IBM Global CEO Study: CEOs Battle to Keep Up With the Pace of Change
... Overall, 83 percent of surveyed CEOs expect substantial change in the future, an increase of 28 percent in just two years. However, CEOs report their ability to effectively manage change is increasing at a far slower pace.
... CEOs point specifically to their own customer base as the source of the most important changes they will have to address, as two new and more demanding classes of customers emerged: the 'information omnivore,' and the 'socially-minded' customer. Of all the trends identified in the study, surveyed CEOs plan their most substantial increases in investment in response to these customer sets.
... The "information omnivore" craves all types of information and often broadcasts its views and expectations worldwide via the Internet. These customers are swapping passive roles for much deeper involvement. "Consumers" are becoming "producers," often creating entertainment and advertising content for their peers, while demanding flexibility and responsiveness from companies with whom they choose to do business. Although these customers are more demanding, the majority of CEOs do not see them as a threat, but as an opportunity for differentiation based on meeting the heightened expectations of this group, and capitalizing on new market opportunities that will emerge.
... CEOs agreed that customer expectations around corporate social responsibility ('CSR') are increasing, and that CSR will play an important role in differentiating an enterprise in the future. Customers are coalescing around organizations' CSR profile -- including, but not limited to "green" initiatives -- and are increasingly demanding socially-minded products, services, and even supply chains.
... Overall, the CEOs see opportunities in CSR and are using it for their competitive advantage. They indicated that CSR is critical to maintaining current market share.
... Eighty-six percent of the CEOs surveyed plan substantial changes in the capabilities that distinguish leading organizations -- their knowledge and asset mix. CEOs expect to carefully calibrate business model designs based on principles of global integration, which includes global searches for sources of expertise, resources and assets that can help it differentiate.
... For more information on additional findings from the study, visit www.ibm.com/enterpriseofthefuture.