Building Blocks for the Enterprise of the Digital Age | Enterprise Digital Summit Paris 2016 | Closing Keynote by Dion Hinchcliffe

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I gave the closing keynote to Enterprise Digital Summit Paris 2016 earlier this month to explore today's building blocks in creating a truly digital organization. People are the most important building block, but after that it's the key components of digital workplace, digital business, and the transformation it takes to get there. Lastly, we need a platform for change at scale. I increasingly believe that is online communities of change agents.

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Building Blocks for the Enterprise of the Digital Age | Enterprise Digital Summit Paris 2016 | Closing Keynote by Dion Hinchcliffe

  1. 1. 7SUMMITS Building Blocks for the Enterprise of the Digital Age
  2. 2. 7SUMMITS 1) Digital Trends 2
  3. 3. ‹#› Digital Disruption is Here Now: Evidence of Urgency
  4. 4. ‹#› Failure to Adapt to Technology Conditions the #1 Threat Average Corporate Lifespan Has Fallen Dramatically As a Result
  5. 5. ‹#› How Traditional Change is Untenable And Why New Models are Needed Today: Slow linear tech change by doing it all centrally Tomorrow: Fast exponential change by enlisting broader networks (people and 3rd parties at scale) to adopt, adapt, and transform The Dislocation Most Organizations Are Heading Towards rateofchange increasing headwinds as legacy baggage slows change Ideal change rate that more closely matches market’s change rate by Dion HinchcliffeFrom http://zdnet.com/blog/hinchcliffe on
  6. 6. ‹#› Today’s Digital Vision Consensus Access Customer Engagement Style Empowerment Touchpoints Engagement Reactive Proactive-> From To Traditional Consumerized-> Corporate Solutions Self-Actualized-> Fragmented -> Integrated B2B, B2C B2Community->
  7. 7. ‹#› The Rise of Customer Experience Management (CEM) vs. CRM Today, CEM is a Digital-First Activity
  8. 8. ‹#› Motivation: The Strategic Value of Investing in Digital Customer Experience
  9. 9. ‹#› Data Shows Loyalty Leaders Invest in Customer Experience
  10. 10. ‹#› Digital Marketing Priorities for 2016 Source: SmartInsights, February 2016
  11. 11. ‹#› State of B2C Social Engagement by Industry in 2016 Source: SmartInsights, February 2016
  12. 12. ‹#› Mobile is the Engagement Platform for the Future
  13. 13. ‹#› The Internet of Things: Everything Is About to Be Connected Top Issues: Standards Security Data Volume
  14. 14. ‹#› We’ll Engage with “Smart Everything” Soon: AI and Conversational Interfaces
  15. 15. ‹#› Bots Will Be On the Front Line of Engagement, For Better or Worse
  16. 16. ‹#› A 2016 Imperative: Building and Controlling Open Digital Business Platforms
  17. 17. ‹#› The Current State: Social Business • The use of open sharing and participation at the core of how we work with our stakeholders and manage our organizations • And explicitly taking advantage of the rules (power laws) that make digital networks uniquely powerful • Aimed at business objectives • Usually through social tools • Creates or leaves behind more value at each step in the process • Works best with new technology • And new thinking • But leading companies are now
 reaping major benefits today • Estimated to be a $23 billion industry by 2019, growing at an impressive 26% annually. 
 Source: Technavio Local Social Business Strategy social business committee/ center of excellence Local Social Business Strategy Local Social Business Strategy coordination, cross-pollination, best practice capture, support, governance Social Business Strategy global agile & iterative organization
  18. 18. ‹#› New Data on Where Social Business Value Lies • On average half of social business stakeholders say social tools have better enabled digital activities • But some areas are particularly high value • Order to cash • Demand planning • R&D • These are not areas that most focus on with social business. Source: How social tools can reshape the organization, McKinsey, May 2016
  19. 19. ‹#› What Social Business Participants Think Will Happen Next Source: How social tools can reshape the organization, McKinsey, May 2016
  20. 20. ‹#› Bottom Line: Less Fixed Everything, More Dynamic Connected Change Source: GCHQ’s Boiling Frog Report, May 2016
  21. 21. 7SUMMITS 2) Building Blocks 21
  22. 22. ‹#› "Digital is not the big breakthrough. It's the change in people's behavior." - Gabriele Maltinti
  23. 23. ‹#› The key: Digital engagement is a single connected continuum… Social Businessenterprise ecosystem customers + world business partners workers integrated vision intranet extranet Internet …with people as the fundamental building block
  24. 24. ‹#› Where This Pervasive Connectedness Is Taking Us: Ecosystems
  25. 25. ‹#› So Communities Are The Construct… • Hierarchies,
 bureaucracies,
 other methods
 of control have value • But we’ve discovered that self- organizing groups of people are the single most powerful human construct - Open Source - Facebook, etc. - Blockchain Tenet #1: Anyone can participate.
 Tenet #2: Create shared value by default.
 …Because They Have Most Scale, Diversity, and Connectedness
  26. 26. ‹#› Key Digital Insight: More Connectedness = More Shared Value team-based department scale enterprise scale ecosystem scale crowd scale • Anyone can participate • Formal social capital (connectedness) is accumulated for later leverage • Contributions are visible and shared by everyone (network effects by default) • Collaborative scenarios are able to and encouraged to scale • Enabling diverse participation is a core design value • Emergent outcomes possible and much more likely High Connectedness, Scale, Diversity Low Connectedness, Scale, Diversity • Upfront assumptions on who can participate • Social capital usually not possible or encouraged • Contributions mostly shared by initial participants • Not optimized for scale • Diversity not a central design parameter more social, more open, more strategic, more shared value, more emergent #social media #community #forums #ESN #CMS/DMS/ECM #intranets #portals #messaging #uc #email
  27. 27. (cc) 2016 7Summits, LLC | Creative Commons. Some Rights Reserved. | @dhinchcliffe 7Summits LLC Building Blocks: Comparing the Types of Collaboration and Engagement 27 E-mail IM/Chat/UC Wikis Blogs ESN Community Scale 1000s 10s 10000s 100000s 100000s 1000000s Open, Visible, Shared with All No Maybe Yes Yes Yes Yes Only w/ Who Is Invited Yes Probably No No No No Needs New Digital Skills* No No Maybe Maybe Yes Yes Works Best w/ Community Managers No No Sometimes. Sometimes. Yes Yes * = Working Out Loud, PKM, etc. Interrupts Work Yes Yes No No No No
  28. 28. ‹#› We’ve Learned to Let The Network Do The Work.... THE CORE DIFFERENCE BETWEEN EARLIER GENERATIONS OF COLLABORATION
  29. 29. ‹#› Using Community At the Center of Work
  30. 30. ‹#› Wirearchy Social Business Emergent Management Theories, Methods for Modern Leadership in the Digital Age blogs wikis enterprise social networks social CMS unified communications online communities IM/Chat e-mail groupware collaboration suites digital organization
 support tools chronologicalevolution Social Technology for Mass Collaboration and Self-Organization •Inspire•Enable•Empower crowdsourcing •Re-imagine •Transform •Improve Core Institutional Business Practices leadership management operations governance hiring budgeting resource allocation project management product development marketing and sales All of This Is Leading Directly to New Ways to Manage and Work
  31. 31. ‹#› WHAT PEOPLE DO IS WHAT DEFINES DIGITAL ENGAGEMENT Digital Engagement Value Chain
  32. 32. ‹#› Also Giving Rise to The Collaboration Paradox 32 “The More Tools We Have, The Less Connected We Seem”
  33. 33. ‹#› What the Collaboration Landscape Really Looks Like 33
  34. 34. ‹#› And Everyone Is A Collaboration Expert Now Shadow C ollaboration For Better Or Worse
  35. 35. ‹#› A Larger Scale, More Nuanced Solution point-to-point team, department, project enterprise-wide all stakholders, internal and external Hub B Hub A A Multilayered Collaboration Strategy supporting layer App A App D App G App F App H App E App C App B App I search compliance analytics records retention backup security community management governance a mass collaboration platform, such as ESN or online community that integrates well a team-scale collaboration platform that integrates well Customers Partners
  36. 36. ‹#› Ultimately, Orgs Will End Up Connecting All These Communities
  37. 37. ‹#› Thus Digital Transformation Requires Enlisting the Full Organization… …And Community is The Best Platform for Broad Change at Scale Source: Dion Hinchcliffe, 7Summits
  38. 38. ‹#› Companies Must Build a Scalable Digital Metabolism for Change
  39. 39. ‹#› Companies That Change Nature of Supply, Demand Have Best Chance 2016
  40. 40. ‹#› One Key to Results: Holistically Organizing for Digital Transformation
  41. 41. (cc) 2016 7Summits, LLC | Creative Commons. Some Rights Reserved. | @dhinchcliffe 7Summits LLC 41 Building Blocks for Workforce Engagement
  42. 42. ‹#› Building Blocks for Digital Business
  43. 43. (cc) 2016 7Summits, LLC | Creative Commons. Some Rights Reserved. | @dhinchcliffe 7Summits LLC Content and Conversation Digital Engagement Building Blocks: A Traditional View 43 People Marketing ContentBrand Assets SEO SEM Digital Ads Social Participation Communities Advocacy Programs Experience Channels Web sites Microsites Ad Networks Mobile Apps Social MediaE-mail Contact Center VR Experience Management Policy Management Analytics Automation Value-Added Functions Personalization Customer Journey Mapping Design Thinking Creative Design UX Push Control & Value Organization No Co-Creation Org Does All The Work
  44. 44. (cc) 2016 7Summits, LLC | Creative Commons. Some Rights Reserved. | @dhinchcliffe 7Summits LLC Standing It On Its Head: The Marketplace Leads Engagement & Value Creation 44 Content and Conversation Marketing ContentBrand Assets SEO SEM Digital Ads Social Participation Communities Advocacy Programs Consumers Experience Channels Web sites Microsites Ad Networks Mobile Apps Social MediaE-mail Contact Center VR Experience Management Policy Management Analytics Automation Personalization Value-Added Functions Customer Journey Mapping Design Thinking Creative Design UX Pull Control & Value Organization Architecture of ParticipationPlatforms for Co-Creation
  45. 45. (cc) 2016 7Summits, LLC | Creative Commons. Some Rights Reserved. | @dhinchcliffe 7Summits LLC Conclusion: Digital Change Works Best with a Platform 45
  46. 46. (cc) 2016 7Summits, LLC | Creative Commons. Some Rights Reserved. | @dhinchcliffe 7Summits LLC Digital Lessons: What Worked in the Past, Won’t Work in Exponential Era, So… 46 Let the Market Do the Work Decentralize Innovation, Growth, & Scale Leverage the Power Laws (i.e. Network Effects) Accumulate Social Capital for the Long Haul Fast Forward Past Cultural Blockers Seek Opportunity, But Don’t Chase Fads • Earned/Owned Marketing • Advocacy Programs • Support + R&D Communities • Open APIs and Hackathons
  47. 47. (cc) 2016 7Summits, LLC | Creative Commons. Some Rights Reserved. | @dhinchcliffe 7Summits LLC Most Of All, Don’t Forget: Digital Transformation is About People 47

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