Slides from my keynote this afternoon in Paris at the Enterprise 2.0 SUMMIT. Overview of where social business is, what the macro trends are, and the story about consumerization, big data, analytics, ...
Slides from my keynote this afternoon in Paris at the Enterprise 2.0 SUMMIT. Overview of where social business is, what the macro trends are, and the story about consumerization, big data, analytics, and much more.
Alex Williams, Editor at SiliconAngleAs usual, Dion Hinchcliffe provides a thorough, complete look at the social enterprise and its direction.1 year ago
Enterprise 2.0 Summit 2012 Closing Keynote - Next-Generation Ecosystems And its Key Success FactorsPresentation Transcript
Next-Generation EcosystemsAnd its Key Success FactorsDion Hinchcliffe (@dhinchcliffe)
Introduction Spring 2012 Dion Hinchcliffe • ZDNet’s Enterprise Web 2.0 • http://blogs.zdnet.com/Hinchcliffe • ebizQ’s Next-Generation Enterprises • http://www.ebizq.net/blogs/enterprise •• EVP of Strategy http://dachisgroup.com • mailto:dion.hinchcliffe@dachisgroup.com • : @dhinchcliffe® 2012 Dachis Group 2
Dachis GroupSocial Business Trends 2012• Implementations are getting bigger and Enterprise growing faster than ever Community• Virtually all data continue to show sustained real-world benefits (McKinsey, IBM, Frost and Sullivan, AIIM)• Everything is becoming social: Social features are appearing in virtually all types of applications• There continues to be considerable confusion about who “owns” social in the organization• The predicted social data explosion: It happened• Mining insight from social data has now become a major industry (#bigdata, #analytics)• The blur between internal and external social business has not progressed as far as many thought• The first serious talk about open social business standards has begun(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 3
Dachis Group Other Social Business Trends for 2012 social analytics and BI better integrated social business processes more budget enterprise-level organization Social Business move to mobile for social business internal external blurring begins but social apps does not widely occur community management becomes strategic(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 4
3 Recent Examples® 2012 Dachis Group 5
Dachis Group Status as of December, 2011 Source: Alcatel-Lucent(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved.
Dachis Group(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved.
Dachis Group(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved.
Looking at the data® 2012 Dachis Group 9
Dachis Group Types of Business Gains Possible with Enterprise Social Media Self-Reported Average Industry Improvements From Large Organizations 25-30% faster access to expertise 10-20% reduction in 30% faster customer travel and Increased Productivity Revenue Creation care processescommunication costs Overcoming Shorter distance and external time zone support 10-15% reduction in barriers to cycles collaboration 18% higher customercommunication costs satisfaction 10% decrease in Self- Faster 10% higher customer operational costs service Increased content location of customer loyalty experts satisfaction sharing More Better & retention rapid new business hire ramp- decisions up Improved connections Less time between spent departments 15% increase in 20-30% increase in looking for and internal Improved information teams global sales successful innovations access to expertise processes & ideas 30% increase in 10% increased revenue Cost Reduction Connected Culture speed of access to knowledge 35% increase in collaboration 20% lower communication costsSource: Synthesis of McKinsey, Dachis Group, and other social business benefits data. (cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 10
Dachis GroupFully social organizations get outsized benefits Source: 2011 McKinsey Web 2.0 Survey(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 11
Dachis GroupThe Lesson: Social business is... part of a single continuum... one unified ecosystem Social Busine enterp rise ec s osyste s m rnet t ane Inte customers + extr world t ane business partners intr Social integr ated Innovation Crowdsourcing vision workers Social Marketing Social CRM Customer Communities Enterprise 2.0 (cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 12
Social isn’t happening in a vacuum• Major forces of change co-exist• Many of these significantly impact social® 2012 Dachis Group 13
Dachis GroupThe good news: Technology and productivity(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 14
Dachis GroupBut is this coming from technology investments?(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 15
Dachis GroupWho is currently leading innovation?(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 16
Dachis GroupYet 60% of CIOs believe they should be drivinggrowth and productivity. Source: Deloitte Survey, 2011(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 17
Dachis GroupBut technology change is happening fastertoday than ever before • A tsunami of new mobile devices and technologies • A pervasive wave of social media • The rumbles of cloud computing and SaaS • The shift to DIY • A flood of Big Data(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 18
Dachis GroupA perfect storm of change(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 19
Dachis GroupHappening almost all at once(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 20
Dachis GroupKey data point #1: Mobile• Smart mobile devices outshipped PCs in early 2011• Tablets are expected to on par with PCs by 2015• Smart mobility strategies (particularly the iPad) have now become a top priority of most Fortune 500 CIOs• Global mobile data going geometric is going to be the largest challenge to growth and use• App stores are creating all new conduits between IT suppliers and workers(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 21
Dachis Group Mobile Internet Ramping Up Faster Than Desktop Internet by 5x Source: Mary Meeker, Morgan Stanley(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved.
Dachis GroupKey data point #2 The Adoption Rates of E-mail, Social Networks, and E2.0• Social is now the dominant form of 1B Internet 100% communication on projected the planet 750M 75% Enterprises Global Users Percent of• Enterprises are 2-4 imate years behind the high est 50% rest of the world. 500M low estimat e• Yet data shows 25% that revenue of 250M social businesses 2006 2007 2008 2009 2010 2011 is 24% higher on average. Consumer Social E-mail Enterprise 2.0 Profitability is Networks better too. Sources: comScore, Hitwise, and The Radicati Group, Forrester, APC, Intellicom, Neilsen Norman Group, Social Business Council, NetStrategy/JMC- Source: McKinsey and Frost & Sullivan(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 23
Dachis GroupHundreds of public social networks...(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. ...channel fragmentation 24
Dachis GroupDozens of internal social channels• E-mail• Text messaging• Instant messaging• Meetings and conference calls• Enterprise 2.0• Social CMS• Knowledge management• Intranets• Online communities(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 25
Dachis GroupThe Cloud Is Increasingly Subversive• It’s in our worker’s homes• It’s on their laptops and PC at work• It’s in our worker’s pockets• It’s the world’s largest IT department• It has all the data• It has all the apps• It has all the people(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 26
Dachis Group So Workers Have Moved... And Companies Have Fallen Behind • Social • Mobile • New Digital Channels - Cloud - App Stores • Approximately 1 Billion “Digital Natives” Have Migrated In the Last 3 Years(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved.
Dachis GroupA new mindset has arrived: Consumerization• “It’s not so hard, I can do this myself.” DIY• “There’s an app for that.”• “I’ll just use Facebook on my own device.”• “What’s the URL for that?”• “We’ll ask for forgiveness instead of permission.”• “This app is way too hard to use. I’ll use my own.” Simple Fast Easy And Works The Way They Want It To(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 28
Dachis GroupA tidal wave of data• 80-90% of IT information is not accessible• The amount of information today is just a trickle compared to what it will be in 2-3 years• It will require all new technologies and skills that IT departments don’t have(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 29
Dachis Group(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 30
Dachis GroupAnother Way ofLooking At All This World Workers IT(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 31
Dachis GroupPremise: Tech is becoming pervasive and user-driven• In 2000, only 10% of IT was unsanctioned or outside of central control• Today that’s 30% and climbing quickly.• Shadow use of social media is particularly pronounced CoIT Traditional IT 2000 2010(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 32
Dachis GroupTogether, all of this is unsustainable And it impacts how we build our new ecosystems(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 33
Dachis GroupWe Must Become Resilient to Constant Change There is great economic and social value in achieving this (in pink above)(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 34
Dachis GroupHow do we design for loss of control?• “Make change an integral function. Native.” - JP Rangaswami frequent adaptive course cycles of corrections change refinement growth disruption renewal(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 35
Dachis GroupCoIT: Enabling Social Business Innovation• A consumer notion of IT• Driven bottom-up and guided from top-down• In other words: Cooperative IT Consumerized IT Cooperative IT #CoIT(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 36
Dachis GroupThe Future of IT: Consumerization & Cooperation • Broad enterprise uptake of consumer tech • Business-led solutions with IT support • Consumerization CoIT • Disruptive software distribution models • IT as enabling business infrastructure of the workplace • • Exponential increases in apps/devices • Decentralized governance Rise of shadow IT pressure to change (10% ten years Tec Social Computing ago, nearly a 3rd today) h Consumer Tech Enterprise Evolution nol • ogic Shadow IT Adoption SaaS makes al narrowing Cloud Computing/SaaS enterprise cloud Dis gap apps just a URL rup Next-Gen Smartphones away tion App Stores • Smartphones the The Business/IT new “IT dept in Divide Line control vs. progress your pocket” of profit center vs. overhead change backlog IT Dept. • Tech savvy business Business lack of alignment users leading the unlike competencies differing priorities charge with their Common Ground own vision
Dachis Group The 21st Century Organization Radical Change, Social Engagement, Ecosystems, and Knowledge Flows: Customers + va The World lue inn ov a tio n refinement Workers growth me tco emergent outcome ou disruption rge nt renewal eme dig ita ome ld outc emergent eliv er y cycles of int en eme change tion rge nt o al utco ou lifecycle of tco me me knowledge flows
In the meantime, social data continues toaccumulate • Containing vast quantities of useful information • But we’re just learning how to deal with it® 2012 Dachis Group 39
Dachis Group Data (and knowledge) is increasingly visible in social channelsIt no longer “evaporates” or is hidden (cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 40
Dachis Group value(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 41
Dachis GroupBut is all this observable information valuable? story(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 42
Dachis GroupObservable work: The issues• 1 day a week is spent by workers looking for info to do their jobs. Source: Forrester• Half of work in developed nations is tacit knowledge. Source: McKinsey• Social channels cause data volumes to grow vastly after several years. Source: Jive• 80-90% of most business data is submerged in IT systems and not accessible. Source: Various including Gartner, IDC, others(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 43
Dachis Group“Information overload is not the problem. It’sfilter failure.” - Clay Shirky(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 44
Dachis GroupOur information landscape is now measured inmillions of exabytes 1 EB = 1,000,000,000,000,000,000 B = 1018 bytes = 1 billion gigabytes = 1 million terabytes• Social ecosystems are largely responsible.• The good news: Information is no longer submerged.• However, it is increasingly becoming an onslaught. Visible Knowledge Us(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 45
Dachis GroupComparing analytics with search Seeing the Finding the shape of the needle haystack analytics versus search(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 46
Dachis GroupHow do we get to the third wave?• Cloud computing? SOA?• Open APIs and supply chains?• Decentralized IT?• Better data warehouses?• Improved search engines?• Recommendation systems?• Business re-engineering? The Goal: Breaking down• How about analytics? information silos and obscured information inside and outside of our organizations to get to value(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 47
First, it’s about listening® 2011 Dachis Group. 48
Dachis GroupThe new flow of business • Maintain an understanding of everything the marketplace knows • Be able to connect the dots of social • Tap widely and deeply into the activity across all channels top social channels • Wield strategic insight that can be • Pick up important social leveraged across the organization signals in near real-time Listen Analyze • Initiate responses systematically • Centralized capacity to update from policy with less duplication and listening capabilities as the with high degrees of automation social marketplace continues • Share and provide access to data to rapidly evolve and insight to all stakeholders • Enable all stakeholders to access vital social activity informs New products, Social Business services, and Capability products informs Social Business Connect with customers in their Engage Processes channel of preference to drive high value activities such as better customer care, product input, innovation, and sales(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 49
Dachis GroupHow will we listen? http://apps.facebook.com/friendwheel• Personally In our social environments On our devices With our social capital For our work• Using strategic tools To automate To scale With aggregate social capital To guide the business(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 50
Dachis GroupStrategic social media data analytics exists• But are are just emerging from infancy• Focus primarily on the outside world• Strongly favor new social environments over older style and vertical communities• Have limited analytics abilities• Don’t connect well to existing reporting tools and data warehouses• Are relatively expensive (compared to free)They also exist where you don’texpect them(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 51
Dachis GroupNascent social analysis: Reputation systems• Plug-ins or E2.0 application features that allow user feedback of contributions• Including posts, comments, and even tags• Example: LiquidPub• Allow quality and portable reputations to be established over time in E2.0 ecosystems• Most useful for newish or large social business environments(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 52
Dachis GroupWhat is social analytics used for?• Sentiment analysis• Expertise location• Critical situation tracking• Root cause analysis• Trend extraction• Sociology• Knowledge mining & discovery• Social capital management• Social supply chain• And much more(cc) 2011 Dachis Group. Creative Commons. Some Rights Reserved.
Dachis GroupSocial + data analytics = business intelligence(cc) 2011 Dachis Group. Creative Commons. Some Rights Reserved.
Dachis GroupWhat a social business ecosystem looks like • Complete view of internal and external social media • Analytics and visualization of vital trends and events • Automated evaluation and prioritization of strategy & policy issues Big • Operational pipeline Data Listen & Analyze • Business objectives • Social business “rules of the road” • Social media policy Social Innovation • Structural and process reforms Social Marketing Guide Strategy • Transformational Social CRM roadmap and Social Workforce Policy Crowdsourcing The World Social Business • Manage, support, and Community cultivate the participative aspects of social media- Management Engage based business solutions, both internal and external • Interact with customers, business partners, and workers to help and guide Feedback Loop them towards useful and virtuous cycle business outcomes (cc) 2011 Dachis Group. Creative Commons. Some Rights Reserved.
Dachis GroupKey Success Factors• Everyone must be able to participate• Turn on network effects by default• Cultivate the right communities• Plan for change and the unexpected• Remove barriers to participation• Listen, analyze, and engage continuously• Integrate social into the flow of work(cc) 2011 Dachis Group. Creative Commons. Some Rights Reserved.
Marty Thompson
thanks 1 year ago