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How to Build a Modern Social Enterprise
 

How to Build a Modern Social Enterprise

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It’s time to switch from a System of Records to Systems of Engagement! ...

It’s time to switch from a System of Records to Systems of Engagement!
With #SystemsOfEngagement you can accelerate your revenue growth, powered by modern apps, smart devices and analytics, thus engaging in one lifetime conversation with your customers.
In this presentation from Sriram Jayaraman, Director of Technology, Aditi Technologies, you will learn how organizations can create a compelling experience to accelerate growth while building a long term relationship with your customers.

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    How to Build a Modern Social Enterprise How to Build a Modern Social Enterprise Presentation Transcript

    • www.aditi.com 2 AGENDA Digital Revolution and Trends Building a Modern Social Enterprise Companies are driving business outcomes with SOE Challenges, Mitigation, and Approach Demo Building blocks for SOE
    • www.aditi.com 4 DID YOU KNOW THAT…. By 2017, CMOs will spend more on technology than CIOs. Source: Gartner
    • www.aditi.com 5 SO, WHAT IS DRIVING THIS CHANGE Then Now New business models are being created by blurring the digital and physical worlds Image Courtesy: TESCO Archives
    • www.aditi.com 6 Social DRIVEN BY DISRUPTIVE TECHNOLOGIES… Mobile Big Data and Analytics ….that are converging and driving innovation in marketing Cloud Internet of Things Image Courtesy: Flickr
    • www.aditi.com 7 65% of users start searching for information on a smartphone compared to 29% on PC/ laptop Anywhere Access Multi-channel 90% of consumers who own multiple connected devices switch between them to complete tasks over time, using an average of three different device combinations each day. 59% consumers want companies to demonstrate that they know her and 64% want them to know what product or services she likes Personalization Consumers don’t trust traditional advertising, but 92% of them trust recommendations from people they know and 70% trust consumer opinions posted online. Social Influence CONSUMERS HAVE EMBRACED DIGITAL AND HAVE HIGH EXPECTATIONS Source: Google, IBM Smarter Commerce for Retail, Nielsen
    • www.aditi.com 9 BUILDING A MODERN SOCIAL ENTERPRISE REQUIRES OUTSIDE AS WELL AS INSIDE ENGAGEMENT + WorkforceCustomers Image Courtesy: Flickr, Burberry Digital Convergence Social/ Digital Enterprise
    • www.aditi.com 10 Inventory, yield, contracting Corporate/Collaboration Finance Middleware, data cache Mobile Web and search Content Social and eCRM Customer Analytics and insights SYSTEMS OF ENGAGEMENT (Employee and Customer Engagement systems) SYSTEMS OF RECORD (Operational systems) • For customers, employees, an d partners • Enabled by modern apps and smart devices • Leverages social, mobile, analytics, cl oud • For employees • Typically ERP packages or custom applications • Meant to maintain transactional data SYSTEMS OF ENGAGEMENT (SOE) CONSUMED AS MODERN APPS AND SMART DEVICES
    • www.aditi.com 11 MOBILE WEB MAIL SERVICE DESK WEARABALES NFC M2M CRM CMS COMMERCE ENGINES MARKETING AUTOMATION COMPUTE IDENTITY STORAGE MODERN APPS & SMART DEVICES CLOUD PLATFORMS & INFRASTRUCTURE PERSONALIZATION ENGINE PREDICTION ENGINE CUSTOMER ANALYTICS SINGLE VIEW OF CUSTOMER ANALYTICS POWERED, CLOUD BASED, SYSTEMS OF ENGAGEMENT
    • www.aditi.com 12 INNOVATE WITH AGILITY Global innovation capabilities provides scale and velocity. Cloud led solutions enables faster time to market. Connected mobile devices and apps help engage users seamlessly. User research led CX engineering ensures adoption. Be 1 step ahead by converting user engagement into analytics. Let analytics predict your next innovation. INNOVATING TO ACCELERATE REVENUE GROWTH THROUGH SOE INNOVATE WITH END USER ENGAGEMENT INNOVATE WITH ANALYTICS
    • www.aditi.com 13 Customer and Employee Engagement Seamlessly Digital In-Channel Relevance Single View of Customer Segment of 1 Personalization Scale @ API as Fabric Cloud as Glue BE AGILE BE ENGAGED BE ONE STEP AHEAD 7 PIVOTS FOR EFFECTIVE ENGAGEMENT
    • www.aditi.com 15 STRESS FREE TRAVEL EXPERIENCE THROUGH MODERN APPS FROM TRANSACTIONS TO A LIFETIME RELATIONSHIP WITH SYSTEMS OF ENGAGEMENT • Seamlessly digital experience • Make intelligent suggestions • Customer centered personalization • Omni-channel presence
    • www.aditi.com 16 • Complex intranet implementation for a geographically distributed firm of individual financial advisors. • Integrated Dashboards to access KPIs • Ease of discoverability • Image heavy presentations increased ROI SOCIAL INTRANET IMPLEMENTATION FOR FINANCIAL COMPANY SOCIAL INTRANET DRIVES EMPLOYEE ENGAGEMENT
    • www.aditi.com 18 PERSONALIZATION Connect to the Customer OMNI-CHANNEL Connect the Channels SINGLE VIEW OF CUSTOMER Connect the Context Connect the Platforms SOCIAL MEDIA MOBILE WEB/ E-COMMERCE KIOSKS MARKETING AUTOMATION MULTICHANNEL MARKETING SOCIAL/ MOBILE COMMERCE AND ENGAGEMENT PREDICTIVE ANALYTICS BIG DATA DATA QUALITY AND GOVERNANCE SOCIAL MEDIA ANALYTICS PRODUCT/ PRICING ANALYTICS CLOUD API Design the Platforms CUSTOMER EXPERIENCE RESEARCH INTERACTION DESIGN VISUAL DESIGN INFORMATION ARCHITECTURE SYSTEMS OF ENGAGEMENT FOR 1-CONVERSATION
    • www.aditi.com 20 CHALLENGES MITIGATION
    • www.aditi.com 21 InsightTouch point Analysis Design Engineer T I D E APPROACH Assess all aspects of the customer and employee experience across operational functions. Build superior operational and predictive models Envision programs for a personalized and relevant experience across channels. Integrate and orchestrate all technologies for long- term engagement.
    • www.aditi.com 22
    • www.aditi.com 23 CONTACT DETAILS Sriram Jayaraman Director of Technology Aditi Technologies sriramj@aditi.com @Sriramj_77 www.sriramjayaraman.blogspot.in
    • www.aditi.com Web | Blog | Facebook | Twitter | LinkedIn