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Business made Social - How social technologies and behaviour are changing the Enterprise and the relationship to customers12_en_3

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Presentation at GUIDE Executive Club, Munich, 27-03-2012

Presentation at GUIDE Executive Club, Munich, 27-03-2012

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  • 1. Stefan Pfeiffer | Marketing Lead Social Business Europe27/3/2012Business. Made SocialHow social technologies and behaviour are changing theEnterprise and the relationship to customers © 2012 IBM Corporation
  • 2. To consider: IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s sole discretion. Information regarding potential future products is intended to outline our general product direction and it should not be relied on in making a purchasing decision. The information mentioned regarding potential future products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. Information about potential future products may not be incorporated into any contract. The development, release, and timing of any future features or functionality described for our products remains at our sole discretion. 2 © 2012 IBM Corporation
  • 3. The 5th IT-Age:The Social Business Age Social Internet PCs Departmental Mainframe 3 3 © 2012 IBM Corporation
  • 4. We are in the age of the Dandelion4 © 2012 IBM Corporation
  • 5. Major Trends in the Age of the Dandelion  New Workplace Concepts – New Workplace and Working Time Models together with a global economy are changing the nature of work significantly.  Smart Phones & Mobility & BYOD – Users bring their own device: Smart Phones and Tablets, Apps like Dropbox are used for work.  Social everywhere - Social Channels are everywhere and having significant impact, in politics, private and for sure in business, too.  Cloud – Despite all legal discussion around Coud: The Cloud is already there, used privately and will enter IT. 5 © 2012 IBM Corporation
  • 6. These trends are amplifying each other  New Workplace Concepts – New Workplace and Working Time Models together with a global economy are changing the nature of work significantly.  Smart Phones & Mobility & BYOD – Users bring their own device: Smart Phones and Tablets, Apps like Dropbox are used for work.  Social everywhere - Social Channels are everywhere and having significant impact, in politics, private and for sure in business, too.  Cloud – Despite all legal discussion around Coud: The Cloud is already there, used privately and will enter IT. 6 © 2012 IBM Corporation
  • 7. „IDC Predicts Cloud Services, Mobile Computing, and Social Networking to Mature and Coalesce in 2011, Creating a New Mainstream for the IT Industry.“ Via http://www.idc.com/getdoc.jsp?containerId=prUS225933107 © 2012 IBM Corporation
  • 8. Home Office8 © 2012 IBM Corporation
  • 9. Home Office Resistance to working remotely can come from employees with concerns over the boundaries of their personal time being compromised. It can also come from employers concerned over employee abuses of working remotely in the form of personal calls from the corporate mobile phone or reduced productivity combined with less time in the office. Provided that clear expectations and a "contract" between employer and employee is set, these concerns can be overcome and abuses from either side can be mitigated. June 2010, IDC #221309E9 © 2012 IBM Corporation
  • 10. Think beyond IT – The nature of work is changing! Working World of the FutureTemporary Contracts & Lifelong employerCrowd SourcingFlexible working hours 9 to 5 – fixed office hoursHome Office & Remote OfficeWorkPrivate Life Business & Career Worklife Balance 10 © 2012 IBM Corporation
  • 11. Home Office? The wrong term … Mobile OfficeToday, the “office” is where you are 11 © 2012 IBM Corporation
  • 12. Type me …12 © 2012 IBM Corporation
  • 13. Move me ...13 © 2012 IBM Corporation
  • 14. Touch me ...14 © 2012 IBM Corporation
  • 15. The Game Changer: Das iPad  Bill Gates gave it a try 2001.  „The tablet era has just begun, but  Steve Jobs succeded 2010. Forrester Research is already predicting  37% of US IT workers are using tablet sales in the U.S. will overtake technology they master first at home, netbook sales by 2012, and desktop then bring to work. sales by 2015.“  Via http://techcrunch.com/2010/06/17/forrester-tablets-outsell-  64% of GenY download unauthorized netbooks/ applications at least once a week to get their job done 15 © 2012 IBM Corporation
  • 16. The Game Changer: Das iPad  Bill Gates gave it a try 2001.  Steve Jobs succeded 2010.  37% of US IT workers are using technology they master first at home, then bring to work.  64% of GenY download unauthorized applications at least once a week to get their job done 500 500 450 450 400 400 350 80 350 300 300 60 250 250 40 200 200 150 150 20 100 100 0 50 50 0 Tablets 0 PCs Smartphones 2010 2011 2010 2011 2010 2011 16 © 2012 IBM Corporation
  • 17. Hear me ...17 © 2012 IBM Corporation
  • 18. Technology is dramatically changing the way we live How I Buy How I Work Interacting with peers Collaborating from and engaging with the anywhere at any time. company. How I Create Tapping into a wide variety of insight and expertise. 18 © 2012 IBM Corporation
  • 19. People are empowered like never before Find and share Rise of social networking Bringing social tools information instantly and mobile devices into the enterprise • 155 million tweets sent • Social networking • 37% of US IT workers are via Twitter each day accounts for 22% of all using technology they • More than 7 billion pieces online time master first at home, of content shared each • Smartphone and tablet then bring to work week on Facebook shipments now outpace • 64% of GenY download • The age of the PCs unauthorized applications Shareaholics at least once a week to get their job done Source: Facebook, 2011 Source: Nielsenwire, 6/1/2010, Morgan Stanley Source: Forrester: Forrsights Workforce Survey 2011 19 © 2012 IBM Corporation
  • 20. Traditional roles and processes across the businessnetwork are evolving Employees Customers Partners self-forming teams around leading the conversations becoming on-demand fast moving opportunities that define brands extensions of the enterprise As barriers between people disappear, organizations are learning to tap into collective intelligence, advocacy, and distributed talent to drive business results.20 © 2012 IBM Corporation
  • 21. Initiative D21 / TNS Infratest: „The Digital Society in Germany – Six UserTypes in Comparison“ 21 © 2012 IBM Corporation
  • 22. Initiative D21 / TNS Infratest: Still 53 % Digital Outsiders and OccasionalUsers in Germany 22 © 2012 IBM Corporation
  • 23. The E-Mail-Generation and the Facebook-Generation Traditional Users primarily use E-Mail.  The Networking Generation are primarily: 76 %. Social Networks are only used by 29 %.  E-Mail is out, Sharing is in.  SMS / Messaging is in.  They are driving Social Networking into the Enterprise! 23 © 2012 IBM Corporation
  • 24. Facebook for the Enterprise?24 © 2012 IBM Corporation
  • 25. It is much more25 © 2012 IBM Corporation
  • 26. Profiles Home page Find the people you need See whats happening across your social network Communities Work with people who share Social Analytics common roles and expertise Discover who and what you don’t know via recommendations Files Post, share, and discover documents, Micro-blogging presentations, images, and more Reach out for help your social network Wikis Bookmarks Create web content together Save, share, and discover bookmarks Activities Blogs Organize your work and tap your Present your own ideas, and learn professional network from others Forums Ideation Blogs Exchange ideas with, and benefit from Gather structured feedback through the expertise of others Ideation Blogs from customers/employees Media Gallery Upload images and videos for viewing Platform Services and share inline in community Activity Streams, Notifications, Reputation and Expertise, Tagging, Filtering, Searching, Feedback an Ideation26 © 2012 IBM Corporation
  • 27. Social Network Mail & Calendar Share Activity Stream Presence Social Intelligence27 © 2012 IBM Corporation
  • 28. Embedded Apps: Edit directly within the Activity Stream (Example SAP)28 © 2012 IBM Corporation
  • 29. The “Activity Stream” consolidates all events from all relevant Business systems Connections Mobil iNotes Notes Portal29 Designs subject©to change 2012 IBM Corporation
  • 30. The future of mail is social IBM Connections Mail is the evolution of collaboration and messaging  Not a product – a service you can tap into wherever you are  Brings all your interactions together in one place – mail, social homepage, communities, centralized/shared information, business applications and processes  Accessible from anywhere – using your device of choice  Tailored to you and your device Evolved capabilities  Simple – intuitive and easy to use  Integrated – find what and who you need in one place, without switching between applications  Social – the familiarity of e-mail in the context of a social networking experience  Secure – mitigates security risks 30 © 2012 IBM Corporation
  • 31. The future of mail is social IBM Connections Mail is the evolution of collaboration and messaging  Not a product – a service you can tap into wherever you are  Brings all your interactions together in one place – mail, social homepage, communities, centralized/shared information, businesssocial networking “Very soon, you wont be able to see email and applications and processes separate. Email will not die, it will in fact have more flavour and will be  Accessible from anywhere – using your device of choice more integrated."  Tailored to you and your device -- Neha Gupta, senior research analyst, Gartner Evolved capabilities  Simple – intuitive and easy to use  Integrated – find what and who you need in one place, without switching between applications  Social – the familiarity of e-mail in the context of a social networking experience  Secure – mitigates security risks 31 © 2012 IBM Corporation
  • 32. Be In Mail Without Being In Mail 32 © 2012 IBM Corporation
  • 33. Lotus Notes Social Edition – Homepage 33 © 2012 IBM Corporation
  • 34. Lotus Notes Social Edition - E-Mail 34 © 2012 IBM Corporation
  • 35. The E-Mail-Generation and the Facebook-Generation Traditional Users primarily use E-Mail.  The Networking Generation are primarily: 76 %. Social Networks are only used by 29 %.  E-Mail is out.  SMS / Messaging is in.  They are driving Social Networking into the Enterprise! IBM Lotus Notes Social IBM Connections Next Edition with Social Mail Outlook – social enabled 35 © 2012 IBM Corporation
  • 36. Always on … and always Social! (by Flowtown – Social Media Marketing Application) 36 © 2012 IBM Corporation
  • 37. MOBILE MOBILEMobile is becoming thetail that wags the IT dog. ® Ted Schadler, Forrester37 © 2012 IBM Corporation
  • 38. Mobile Home Page – with Activity StreamOptimised forSmartphones:E-Mail,Calendar andsocial Content Mobile Activity Stream 38 © 2012 IBM Corporation
  • 39. Realtime Communication: Mobile Devices become primar Device Multiple Platforms to be supported The Future ● Native Meeting-Applications for Android / iOS ● Distribution through App Stores ● Mobile Audio & Video 39 © 2012 IBM Corporation
  • 40. Design Principles Simplify user actions Consumable information flow It is more than only E-Mail! 40 © 2012 IBM Corporation
  • 41. More on Design Principles Optimized Mobile Access Moving from sending to sharing Mobile User Experience changes Desktop User Experience 41 © 2012 IBM Corporation
  • 42. Emerging new Social Model of Communications Context Event Objective Social Networks & Enterprise Content Management Profile Who knows? What do they know? Who trusts them? Blogs Ratings Do I need to interact with them? Wikis & Content Files Communications & Collaboration Are they available? How do they prefer to communicate? IM Voice Video Meeting Email Social 42 © 2012 IBM Corporation
  • 43. A new Social Model of Communication evolves Kontext Event Ziel Social Networks & Enterprise Content Management Profile Wer weiss es? Was wissen sie? Vertrauenswürdig? Instant Messaging (Chat), Video and Audio, Soft Phone, Online Meetings Blogs Ratings including Video are a natural ingredient Macht eine„Social Workplace“. Sinn? of the Kontaktaufnahme Wikis & Inhalte Files Kommunikation & Collaboration Verfügbar? Wie am besten kommunizieren? IM Voice Video Meeting E-Mail Social 43 © 2012 IBM Corporation
  • 44. Social doesnt stop in your lobby 44 © 2012 IBM Corporation
  • 45. A social business optimizes interactions among people tocreate business value and gain competitive advantage Customers Employees Partners As barriers between people disappear, organizations can tap into collective intelligence, advocacy, and distributed talent across their entire business network to drive business results.45 © 2012 IBM Corporation
  • 46. Social businesses redefining their industries Redefining how banking can be done Transforming patient care Transforming innovation through global Reinventing how medical collaboration knowledge is shared globally46 © 2012 IBM Corporation
  • 47. GAD is transforming banking into “smarter banking” byredefining how it interacts with customers Browser based solution in a private banking cloud Providing exceptional service to customers Increasing efficiency and lowering costs Enabling new service models with banks Customer Care and Insight47 © 2012 IBM Corporation
  • 48. Bayer is transforming product innovation for competitiveadvantage A new collaboration platform to foster the innovation process Transforming interactions among peers Reducing duplication of efforts Leveraging collective knowledge and real- time expertise Lightweight Nano Foam CO2 as Raw Material Product and Service Innovation48 © 2012 IBM Corporation
  • 49. Premier is transforming delivery of patient care and savinglives A transformative infrastructure connecting providers, payers and patient data Intelligence Transforming data into real, actionable, personalized information Enabling members to drive performance Information Increasing effectiveness of treatment and reducing costs Insight Customer Care and Insight49 © 2012 IBM Corporation
  • 50. Children’s Hospital of Boston is saving lives by redefininghow medical knowledge is shared globally PICU without walls is breaking down knowledge barriers Enabling social network learning Increasing efficiency and decreasing cost of care Increasing access to expert knowledge across the globe Workforce Optimization50 © 2012 IBM Corporation
  • 51. Time for Social Business: Communities everywhere 51 © 2012 IBM Corporation
  • 52. My Social Business: Communities everywhere Social Channels EULUC (Twitter, Dialog with Facebook, customers Slideshare ...) Supplier Community Project Management / Information Sharing w3.Connections Multiple Communities (from Mac to Marketing) 52 © 2012 IBM Corporation
  • 53. How to make it work: Business and IT must come togetherBusiness IT53 © 2012 IBM Corporation
  • 54. RETHINK the way you do business Business IT54 © 2012 IBM Corporation
  • 55. The Social Business Agenda A Align Organizational Goals & CultureSocial Business G Gain Social Trust E Engage through Experiences N Network Your Business Processes D Design for Reputation & Risk Management A Analyze Your Data 55 55 Source: “Get Bold: Creating a Bold Social Media AGENDA for Your Business” by Sandy Carter, © 2012 IBM Corporation ISBN: 0132618311, Copyright © 2011, IBM Press
  • 56. My 10 Social Business Predictions for 20121) It is more than a Facebook for the Enterprise Unternehmen (but it helps explaining the value).2) E-Mail gets social. And Social Software integrates Social Mail and Calendaring.3) Of course Text messaging, but more and more Video and Audio become important in Realtime Communication.4) We are in the Age of the Shareaholics: From Sending to Sharing.5) We enter the Age of Co-Editing. From the Office-package to the Social Editor. Content Management (ECM) gets integrated with Social Software, one reason is Governance, Risk Management & Compliance (GRC).6) Activity Streams are not only a flow of information and a news feed, but become important for embedded editing of Business events. Standards like OpenSocial allow easier integration.7) A Social Business is always Mobile Business. Mobile devices, Tablets and Smart Phones drive eas of use of Business Software.8) Facing the enormous amount of information setting this information into context becomes more and more important. Social Analytics helps managing the news ffed and puts information into context.9) Socialize your Web Sites: The web sites of an enterprise need to be uptodate, attractive, mobile, interaktive und dialogue driven.10) In the Age of Social Business people are in the centre and create value, not documented. Therefore more and more companies decide for Social Software from IBM to „socialize“ their Microsoft environment, even or in particular Sharepoint. 56 © 2012 IBM Corporation
  • 57. Vielen Dank! Stefan Pfeiffer IBM Deutschland GmbH Marketing Lead Social Business Wilhelm Fay Str. 30-34 Europe 65936 Frankfurt Tel +49-7034-643-1233 Stefan.Pfeiffer@de.ibm.com Twitter: DigitalNaiv Blog: http://digitalnaiv.com http://www.silicon.de http://de.linkedin.com/in/stefanpfeiffer 57 © 2012 IBM Corporation
  • 58. © Copyright IBM Corporation 2012 IBM Deutschland GmbH IBM Allee 1 D-71138 Ehningen Germany Produced in Germany All Rights Reserved IBM, the IBM logo and Lotus are trademarks of International Business Machines Corporation in the United States, other countries or both. Other company, product and service names may be trademarks or service marks of others. References in this publication to IBM products and services do not imply that IBM intends to make them available in all countries in which IBM operates. The information contained in this documentation is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this documentation, it is provided “as is” without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this documentation or any other documentation. Nothing contained in this documentation is intended to, nor shall have the effect of, creating any warranties or representations from IBM (or its suppliers or licensors), or altering the terms and conditions of the applicable license agreement governing the use of IBM software.58 © 2012 IBM Corporation

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