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Empowered

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  • 1. Rebalancing The Matrix: HowEmpowerment Affects Every GroupTed Schadler, Vice President & Principal AnalystCoauthor of EmpoweredJune 7, 20111 © 2010 Forrester Research, Inc. Reproduction Prohibited 2009
  • 2. Source: Sogeti2 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 3. This analysis resonates with Forrester’s data Employees are not all the same – they segment into groups The requirements and opportunities in each group vary But in general, these things are true for every employee: – Empowerment matters – it drives problem-solving – Consumerization matters – it drives groundswell innovation – Collaboration matters – it improves productivity and outcomes3 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 4. 4 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 5. Four groundswell technologies empower customers and employees alike Smartphones Cloud computing35% use smartphones Startups use the cloud14% use one for work 18% use SaaS for work Cloud computing Smart services mobile devices Pervasive Social video technology Social technology Pervasive video500 million on Facebook 124 million Skype users*26% use social for work 37% use it for business* Source: Forrsights Workforce Employee Survey, Q3 2010 (Base: European information workers) * Source: Skype S1 filing 5 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 6. Only an empowered employee can serve the needs of an empowered customer. Source: Flickr (http://www.flickr.com/photos/sepblog/3555130776/)6 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 7. HERO highly empowered and resourceful operative7 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 8. HEROes are the natural inhabitants of The Commons. They innovate, advocate, and lead. They also use technology to do it.8 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 9. Employees agree: they have better technology athome than at work “The technology I have at home is better than the technology I have at work”* 67% 58% 47% 41% Gen Y (18-30) Gen X (31-44) Younger Boomers Older Boomers + (45-54) Seniors (55+) Base: 5,519 information workers *6 to 10 responses on a scale of 1 to 10, where 10 = “Describes me Source: Forrsights Workforce Employee Survey, Q3 2010 completely”9 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 10. What percentage of information workers . . .. . . do at least oneof those things? 30%. . . regularly use unsanctioned,login-required Web sites for work? 18% 14%. . . download and regularly useapplications on a work computer? 8%. . . pay for a smartphoneused for work? Base: 2,287 European information workers Source: Forrsights Workforce Employee Survey, Q1 201110 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 11. Why do employees harness do-it-yourself technology? It is better than what I’m provided at work 27% I needed it, and my company didn’t provide an alternative 37%It is something I use at home and want to use for work 46% Base: 2,287 European information worker HEROes Source: Forrsights Workforce Employee Survey, Q1 201111 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 12. Employees master technology at home then see ways to use it to solve customer and business problems.12 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 13. We call it the empowered workforce http://www.forrester.com/empowered13 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 14. HEROes are different because they:  Innovate – 33% of HERO employees have improved a work process in the last year – Only 13% of disenfranchised employees have  Advocate – HERO employees net advocacy score is +32% – Disenfranchised employees net advocacy score is only -20%  Lead – 28% of HERO employees lead teams – Only 16% of disenfranchised employees lead teams14 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 15. There are three reasons that you must empower employees. (Besides the fact that they will inevitably empower themselves.)15 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 16. Reason No. 1: engagement Only an empowered employee can serve the needs of an empowered customer. Source: Flickr (http://www.flickr.com/photos/sepblog/3555130776/)16 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 17. Empower employees, so they can engage to solve customer and business problems HERO compact17 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 18. Reason No. 2: innovation Employees harness technology to find new and better ways to get things done. Source: Britannica (http://www.britannica.com/) and WCM Associates LLC (http://www.wcmfg.com/KaizenSupplies.htm)18 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 19. Deloitte Australia: Yammer spread virally19 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 20. Reason No. 3: listening To know what’s going on, employees need the same tools that customers have. Source: Twitter (http://search.twitter.com/search?q=toyota)20 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 21. Your customers drive the empowered agenda Technology empowers people: mobile, social, video, cloud Empowered Listen Empowered employees Engage customers What is IT’s role? What is your role? What is the role of marketing? Sales? Customer service? Products? What has to change?21 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 22. Who moves to the new commons? Who stays where they are?22 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 23. Three things to analyze for each quadrant  Which quadrants grow over time? Which ones shrink?  How important is consumerization for people in this quadrant?  How important is empowerment for people in this quadrant? Grow or shrink? Consumerization? Empowerment?23 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 24. Grow or shrink? Grow or shrink? Consumerization? Consumerization? Empowerment? Empowerment? Grow or shrink? Grow or shrink? Consumerization? Consumerization? Empowerment? Empowerment? Source: Sogeti24 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 25. Thank youTed Schadler+1 617.613.5975tschadler@forrester.comTwitter: @tedschadlerhttp://blogs.forrester.com/ted_schadlerwww.forrester.com www.forrester.com/empowered © 2009 Forrester Research, Inc. Reproduction Prohibited