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Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
Socialytics:   Convergence of Social, Big Data, Analytics
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Socialytics: Convergence of Social, Big Data, Analytics

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The next big thing in SOCIAL -- Socialytics -- the convergence of social, big data, and analytics

The next big thing in SOCIAL -- Socialytics -- the convergence of social, big data, and analytics

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  • 1. © 2013 IBM Corporation Sandy Carter | VP, Social Business Evangelism IBM Corporation Follow me @ sandy_carter http://twitter.com/sandy_carter Subscribe to my blog http://socialbusinesssandy.com/ Socialytics: Convergence of Social, Big Data, Analytics
  • 2. © 2013 IBM Corporation2 What is a Social Business? Engaging, Transparent, and Nimble 1. Business and Web 2.0: An interactive feature, McKinsey Quarterly, 2013; 2. Harvard Business Review Analytics Services; 3. Conspire, Mobile Millennials Want Consumer Tech at Work, and They Want It Now, March 2013, https://ibm.biz/BdxeFL; 4. IBM® 2012 Social Business Study, 5 IDC 2010 - 2013 ROI is REAL! McKinsey Highlights! 1 ↑ marketing effectiveness 20% ↑ sales revenue 15% ↑ customer sat 20% Social by the Numbers 79% using 2 45% take lower pay 3 73% CEOs #1 Customer Engagement 4 #1 Market Leader in Social Software Platforms, ranked #1 for four years running5
  • 3. © 2013 IBM Corporation3 The New World Sees Convergence! Analytics Big DataSocial Business Business Process
  • 4. © 2013 IBM Corporation4 Value will be created not for “market segments” or demographics, but for Individuals4 Results require Leadership1 5 The power of social sharing information: Expertise and Trust 3 Innovation is becoming part of Corporate Culture: Predictive Capabilities and Ideation Social Networks are the new Production Line2 5 Ways Convergence Matters
  • 5. © 2013 IBM Corporation5 From Memorizing to Finding Trusted Sources 5 The power of social sharing information: Expertise and Trust
  • 6. © 2013 IBM Corporation6 Justin Bieber Twitter Followers: 7.4 Million Reactions Generated: 294 Reactions per 1K followers: 0.04 Twitter Followers: 86,000+ Reactions Generated: 3,291 Reactions per 1K followers: 38 MASS INFLUENCER / TIPPER Twitter Followers: 6,900+ Reactions Generated: 1,281 Reactions per 1K followers: 186 38 186 0.04 Courtesy of DeepMile Corproation Courtesy of DeepMile Corproation Trust = reactions; not followers 5
  • 7. © 2013 IBM Corporation7 Social Network Analysis visualizes based on interactions…5 …identifying experts and relationships
  • 8. © 2013 IBM Corporation8 5 Discovering Expertise: The ROI of an Answer Finding Expertise Crowdsourcing the hot topics
  • 9. © 2013 IBM Corporation9 5 Discovering Expertise: The ROI of an Answer Finding Expertise with social tagging expert rating and certifications
  • 10. © 2013 IBM Corporation10 5 Discovering Expertise: The ROI of an Answer Contacting via traditional and social means
  • 11. © 2013 IBM Corporation11 5 Discovering Expertise: The ROI of an Answer in Social mail… Warranty Question Hi William – I need your help regarding a warranty question for outdoor furniture. Can we talk specifics today? Sandy Sent from my iPhone Hey William, can you help me with a question regarding a warranty question for outdoor furniture. William T Smith Hi William – I need your help regarding a warranty question for outdoor furniture or on the Connections board Receive it on Sametime…
  • 12. © 2013 IBM Corporation12 5 Discovering Expertise: The ROI of an Answer Experts can forward questions to peers or communities
  • 13. © 2013 IBM Corporation13 5 Discovering Expertise: The ROI of an Answer Ranking expertise socially ROI • 30% Increase access to experts • 20-25% knowledge worker productivity
  • 14. © 2013 IBM Corporation14 Prudential captures and shares expertise to increase competitive advantage5 “I Want a Blog”— Susan Blount, Prudential’s General Counsel • Increased communication from the leadership team • Drive talent mindset and Prudential core competencies • Connect subject matter experts to enhance products and services
  • 15. © 2013 IBM Corporation15 Value will be created not for “market segments” or demographics, but for Individuals4
  • 16. © 2013 IBM Corporation16 Targeting individuals through analytics dramatically increases customer satisfaction4
  • 17. © 2013 IBM Corporation17 To Ensure Individual Needs are met, Big Data enables you to Optimize and Engage on an Individual Basis4
  • 18. © 2013 IBM Corporation18 Knowledge of individuals enables you to better target your marketing efforts4
  • 19. © 2013 IBM Corporation19 Analytics Helps You Understand and Anticipate; Giving You the Conviction to Act4 Social Hanger
  • 20. © 2013 IBM Corporation20 Innovation is becoming part of Corporate Culture: Predictive Capabilities and Ideation3
  • 21. © 2013 IBM Corporation21 Predicting Profitable Segments and Services 3 • Used social predictive capability: Identified profitable offerings • New pay-as-you-go service • Expanding beyond data and voice
  • 22. © 2013 IBM Corporation22 Bosch includes crowdsourcing and partners to drive product development3
  • 23. © 2013 IBM Corporation23 Business Pattern: Knowledge Sharing Crowdsourcing events, innovations, & more3 Ideation: Becoming part of corporate culture and predicting future client experiences • 24,000 threads • 127,856 posts • More than 11million words – or about 200 novels
  • 24. © 2013 IBM Corporation24 Recruiting Marketing Product Development New Old 2 Customer Service • 'Push' marketing • Market Segmentation • Brand advocates • Segments of one • Invest R&D • Ideas from inside • Crowdsource • Predictive markets • Paper resume • Executive search • Social reputation & influence • LinkedIn • Call center • Online self-service • Twitter & other social channels • Customer communities Social Networks are the new Production Line
  • 25. © 2013 IBM Corporation25 2 Children’s Medical of Dallas embeds social in Customer Service • 75% reduction in calls • 5% increase in referrals
  • 26. © 2013 IBM Corporation26 1 Leaders set Strategy with a Social Business Agenda • Engaged younger audience • 125% increase in new visitors • Reachable network of 14 million Amadori Group embeds social in Marketing2
  • 27. © 2013 IBM Corporation27 2 Cabela’s embeds social in Recruiting • 5% increase in employee engagement in the first year
  • 28. © 2013 IBM Corporation28 2 Cemex embeds social in Product Development Improve Clinker Factor Reduction Alternative fuels and biomass Promote Development & Sales of New RM ProductsConstruction: 21st Century Infrastructure Projects Value Propositions Aligned to Market Needs Global Initiatives New global brand in one-third of the time
  • 29. © 2013 IBM Corporation29 Results require Leadership1 1. Transparent 2. Authentic 3. Likeable 4. Collaborative 5. Non believer in silos 6. Explorer of new tools 7. Comfortable with fast decision making 8. Active in internal & external networking 9. Passionate about engagement & dialogue 10. Actively looks for new ideas from employees and clients Servant Leader Top 10 Attributes of a Social Leader
  • 30. © 2013 IBM Corporation30 1 Leaders drive Culture Cultural Theme Culture Questions C = Current D = Desired 1 2 3 4 5 Boundaries Isolated functions Cross functional cooperation Teaming Individual competitive Team oriented Learning Slow adopting new skills Continuous Learning Culture Management Style Controlling Delegating Vertical Comms Bureaucratic, formal channels Free communication up the org Open Comms Guarded Communication Open Communication Initiative Follow specific instructions Take initiative Risk Tolerance Punish mistakes Learn from mistakes Pace Slow, cautious pace Fast pace Rules / Process Keep to rules Ignore rules Hierarchy Many organizational layers Few organizational layers
  • 31. © 2013 IBM Corporation31 Source: “Get Bold: Creating a Bold Social Media AGENDA for Your Business” by Sandy Carter, ISBN: 0132618311, Copyright © 2011, IBM Press 1 Leaders set Strategy with a Social Business Agenda
  • 32. © 2013 IBM Corporation32 Value will be created not for “market segments” or demographics, but for Individuals4 Results require Leadership1 5 The power of social sharing information: Expertise and Trust 3 Innovation is becoming part of Corporate Culture: Predictive Capabilities and Ideation Social Networks are the new Production Line2 5 Ways Convergence Matters
  • 33. © 2013 IBM Corporation33 What to do now for MORE Business Value! CXO Studies Define Business Value Establish Strategy Accelerate Adoption Learn Act Social Patterns Whitepaper
  • 34. © 2013 IBM Corporation34 Follow me @ sandy_carter http://twitter.com/sandy_carter Subscribe to my blog http://socialbusinesssandy.com Available Now ISBN-10: 0132618311 ISBN-13: 9780132618311

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