The Future of Work: Social and Mobile Technologies That Matter

1

June 8, 2012

#futureofwork

Charlene LiFounder and Principal Analyst@charleneli

The Future Of WorkSocial and Mobile Technologies That Will Matter

2

© 2011 Altimeter Group

The connected customer sees the world differently, requiring dynamic, real-time engagement


3

Meeting the needs of Dynamic Customers requires Adaptive Organizations

Rigid Organizations Adaptive Organizations

© 2011 Altimeter Group© 2012 Altimeter Group

Four Technologies That Matter


Work Gets Fun Thanks To Gamification


Making work “fun” has been an age-old pursuit


7

Enterprise apps aren’t exactly “fun”!


Reward points for specific behaviors8


9

Badges drive achievement levels

Deloitte uses the program to train clients and consultants, awarding virtual badges and allowing users to “unlock” more complex courses as they advance.


10

LiveOps Inc., which runs virtual call centers, uses gamification to help improve performance of its 20,000 independent contractor call agents.

LiveOps gives out virtual badges and points for tasks such as keeping calls brief and closing sales. Leaderboards let the agents compare their achievements.


1. We already use gamification. Yipee!

2. We have plans to do this. Fingers are crossed.

3. We are looking into it. Fingers are double-crossed.

4. It’s not anywhere on the horizon, but there’s hope on the horizon.

5. Bah-humbug! There’s a reason why work is called “work”.

Poll: How likely is your organization to deploy internal gamification in the next 12 months?

11


Rich Mobile Apps Make Selective Appearances


13

Enterprise Mobility Takes Various Forms

Corporate Information

Access

Complex Computing

Field Collaboration

Goal: On the go access to common information.

Goal: Gathering, collection and collaboration of

information gathered in the field.

Goal: Access to a full

computing experience, from anywhere.


14

Executive dashboard for iPads

Source: Quadbase


Bass Pro Shops is deploying a mobile sales learning program with iPads (via OnPoint Digital)

15

The program is intended to replace the current online training, done on a shared

workstation in the break room.


16

Rehab care uses tablets to bring information to patients in new ways


Chatter allows any employee to share expertise anywhere, at any time

17

Chatter “turns the company into a meritocracy,” according to Marc Benioff, who said SalesForce is “changing the compensation systems to reflect the folks who are really making a difference.”


Device and Interactions Get Smarter


My smartphone isn’t very smart19

Who do I talk with mostRespond to quicklyOr ignore completely

Prioritize my contacts based on behavior

Add travel time based on my locations


What would you do with a Watson in your pocket?

20

“By the end of this decade, the equivalent of Watson will fit in our

pocket.” – Dr. John Kelly


21

21


Social Data Remakes Workflows


23

Enterprise Social Networks Provide Context


24

Performance reviews today

“So, what have you done for the last year?”

“Well, I did that big project last October

and in June I went to a conference.”


Constant feedback on enterprise social networks change performance reviews

25

• Information creation increases• Data captured implicitly• Data readily accessible &used


26

Performance reviews in the future

“Looking at your activity, it appears you've really

gained the support of the IT team for our plan.”

“Yes, and you can see that at first they didn't

back in October.”


How to Prepare


28

#1 Establish your Enterprise Mobile Control Plane

Mobile Workforce

TechnologyGovernanceBusiness Case

Control Plane


29

Control Is The Foundation Of Mobile Business

Corporate Information

Access

Complex Computing

Field Collaboration

Need: Content

Need: Collaboration

Need: Consumption

Mobile Control Plane

TechnologyGovernance

Mobile Device ManagementOwnership

Service Management Policy

Data Synchronization

Identity & Access Management


1. Presence• # of fans and

followers• Corp comm or

agency

2. Engagement• Two-way

conversations• Dept specialists

3. Formalized• Department

goals• Hub and spoke

4. Strategic• Business unit

goals• Multiple hub &

spoke

5. Holistic• Enterprise goals• Chief Social

Business Officer

#2 Assess your Social Business Maturity30

Poll: Where are you in terms of social business maturity?


#3 Create a coherent social business strategy31

1. Discovery

Determine goals and objectives

Assess readiness

Competitive and opportunity analysis

Understand dynamic customer journey

2. Strategy Development

Establish three year vision

Develop and prioritize initiatives

Lay out the three year roadmap

3. Organizational Development

Hub & Spoke creation

Listening roadmap

Training roadmap


#4 Invest in training32

But most organizations will spend less than $25,000 on social media training


Offer training at all levels of the organization3

Center of Excellence

Executives

EmployeesBusiness

Units


34

#5 Prepare for changes in information flow and decision making

Rigid Organizations Adaptive Organizations


Develop the ability to give up the need to be in control


Charlene Li

[email protected]

charleneli.com/blog

Twitter: charleneli

For slides, send an email to

[email protected]

For more information & to buy the

books

charleneli.com
