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Amex social business innovation 2012 02
 

Amex social business innovation 2012 02

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    Amex social business innovation 2012 02 Amex social business innovation 2012 02 Presentation Transcript

    • Social BusinessTransforming Relationships for Growth,Innovation, and Efficiency Mike Handes @mikehandes mhandes@au1.ibm.com Social Business, A/NZ, IBM
    • 2
    • The Fifth IT Era: The era of Social Social Internet PCs DepartmentalMainframe What’s your Social Business Agenda?
    • Social Media vs. Social Business Social Media Social Business Nimble Engaged TransparentPrimarily marketing and PR Encompasses organization and business processes
    • How Does Your Organization Stand Out?
    • Healthier Stronger Eco-system Relationships B2B B2C (your domain) Social Biz Consumer B2E Domain Social Workforce AnalyticsOptimisation & Ideation New Channels Listen, Learn, Measure, Take Action
    • Marketing
    • The benefits of Social Business to marketing are real Realized benefit - median improvement % Increase effectiveness of awareness (realized by 52% of respondents) Increase revenue (realized by 18% of respondents) Increased effectiveness of conversion (realized by 52% of respondents) (*) “The rise of the networked enterprise. Web 2.0 finds its payday” – McKinsey Global Survey Results, 2010
    • CustomerService
    • Are you ready? Customer Service is key to the success of any business. CEOs agree… 95% of standout organizations will focus more on “getting closer to the customer” over the next 5 years, 14% more likely than their peers. – IBM CEO Study 2010 How can becoming a Social Business help you meet this goal? Source: IBV CEO Study, 2010
    • "We estimated that around 70% of our work duringthe crises was proactive...previously up to 90% ofthe units work in crises was reactive.”
    • Value of Social Business for Customer Service Realized benefit - median improvement % Increase speed of access to internal experts (realized by 52% of respondents) Increase speed of access to internal knowledge (realized by 77% of respondents) Reduce external communications expense (realized by 53% of respondents) (*) “The rise of the networked enterprise. Web 2.0 finds its payday” – McKinsey Global Survey Results, 2010
    • Stronger Relationships B2B B2C (your domain) Social Biz ConsumerB2E Domain Social Analytics
    • How do people find you? Natural Search Display Email Ad Social Mobile Paid MobileSearch
    • Socialise from your site and Social Media sitesEnable customers to getproblems resolved quickly Drive innovation by supporting idea contribution Allow customers to provide feedback 31
    • HealthierEco-system B2B B2C (your domain) Social Biz Consumer B2E Domain Social Analytics
    • Leverage the Ecosystem $90 million in reduced support center costs
    • Value of Social Business for R&D and New ProductDevelopment Realized benefit - median improvement %Increase speed of accessto external experts(realized by 40% of respondents)Reduce time to market fornew products/services(realized by 29% of respondents)Increase number ofsuccessful innovations(realized by 28% of respondents) (*) “The rise of the networked enterprise. Web 2.0 finds its payday” – McKinsey Global Survey Results, 2010
    • G2B G2C (your domain) Social Gov ConsumerG2E Domain Social AnalyticsListen, Learn, Measure, Take Action
    • B2B B2C (your domain) Social Biz Consumer B2E Domain Social Workforce AnalyticsOptimisation & Ideation
    • Why is it important to use social software in the enterprise? Every week, 42% of people use the wrong information to make decisionsEmployees spend 25% of theirtime just looking forinformation Every week businesses 91% of CEOs say they need waste 5.3 hours due to to restructure the way their inefficient processes organizations work 18% of the average working day is spent on work that wasted time and effort - Australian Productivity Pulse survey
    • A lot of the issues are symptoms of an overwhelmed content-centric model
    • We believe content revolves around people
    • Do we create opportunities for serendipity?
    • Profiles - access a persons 360 degree view● Quickly find the people and expertise you need and tag them● Post a status message informing your network of what you are doing● Grow and maintain your professional network and tag them● Communicate to your network your expertise and contentRespond faster and make better decisions
    • FIND me a person that knows about.. Profiles and Tags search
    • Break Down Silos LowesSharing selling best practices and contributing over $1M in additional revenue - Serendipity Happens, Dachis Group
    • Embedded Experiences Embedded experiences ease transient interactions with content within mail and other applications. 51
    • Activity Streams provide attention management
    • Sun LifeGoals• Drive Revenue & Profit Through… – Attracting Millennium Workers – Attracting Millennium Customers – Capture and Share Expertise Culture • Executive Sponsorship • Social Guidelines and Policies • IdeaShare: 330 New Ideas
    • Value of Social Business for HR and TalentManagement Realized benefit - median improvement % Increase speed of access to internal knowledge (realized by 77% of respondents) Increase speed of access to internal experts (realized by 52% of respondents) Reduce internal communications expense (realized by 60%) (*) “The rise of the networked enterprise. Web 2.0 finds its payday” – McKinsey Global Survey Results, 2010
    • Mike Handes Sydney, AustraliaSocial Business +61 2 9463 5220IBM Software Group mhandes@au1.ibm.com @mikehandes www.twitter.com/mikehandes