Social Business - Alpesh Doshi


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Social Business - Alpesh Doshi

  1. 1. Social BusinessLet’s transform how business is done Alpesh Doshi Fintricitypresented at: E: alpesh.doshi@fintricity.comOnline Information 2012 M: +44 7973 822820 W:
  2. 2. A world of Social Business The integration of Social Business into Enterprise Design is causing a shift in the way businesses work
  3. 3. Social Affects the whole EnterpriseSocial will impact every business unitSocial business is actually about Business Transformation Operational Transformation Marketing Transformation Sales Transformation Customer Service Transformation Human Resources Transformation Digital Transformation
  4. 4. Social Enterprise CharacteristicsWe can see the sources of data below and their weighting and quantity of informationfor those sourcesEngaged. Social Business connects Deepen Customer Relationshipspeople internally and externally to engage 88% of IBM CEOs in a recent survey citedwith each other in the ecosystem ‘getting closer to the customer as the most`````` important dimension to their strategyTransparent. A social business removes Drive Operational Effectivenessboundaries between people within the Drive innovation and change faster toenterprise and people outside build new products and services. Gather requirements straight from the customerAgile. A social business is nimble reactingin real time and making better and quicker Optimise the Workforcedecisions Use Social technologies to connect, build` relationships and collaborate effectively to discover skills and expertise in delivering value to the enterprise. Capturing all activities along the way
  5. 5. Customer Lifecycle – bring the customer inTransform the way we deal with customers, and work with them Listening Customer and Market Insight. Using modern technologies and digital web, together with 3rd party sources, detailed market and customer information can be collected on activities, trends, sentiment, customer networks, m&a etc. Engage and Optimize Customer Acquisition Customer Experience Customer Innovation • Customer information and • Integrated across BU • Customer collaboration to Data Discovery • Customer Collaboration solicit ideas product/ • Customer Collaboration environments service • Customer and Intelligence • Operational integration • Use for market research • Marketing through • Sell data and content • Crowdsourcing collaboration • Provide thought leadership • Connected company
  6. 6. Social Requires a Strategic ApproachSocial’ becomes embedded in the fabric of the organization because it impacts manyareas. It requires comprehensive business strategy and approach to ensure consistentexperiences, reliable content creation, data governance, scale, analytics. Context Regulations Internal business objectives Policies Culture Define acceptable, unacceptable, desired and Ways of working undesired behaviors among internal and Company and employee behaviors external audiences People Process Clarity of roles and responsibly Alignment for resources and funding Accessibility of training Decision making formalized and accountability clear Metrics Measurement established for: financial; performance; resources Centralize analytics functions
  7. 7. Applications of Social BusinessSome real examples of where Social Business is already being effective Customer Collect data from the outside Brand B2B Market Now: Tap into rich info from sites to Relationship customize offer and message (age, Ambassadors Engagement profession, interests) reach into his network Management and make inferences to gain additional information ? Before: off-/online insight ? Provide value to customers in conducting business Better tailored information and services to customers Before: Shares brochures with customers Allow employees to Build better Integrate collaboration talk externally and relationships with and Listening into Personal Influence Tracking represent the bank, Customers and CRM systems for Now: Know how more about customers and building trust and provide value beyond better customer their individual preferences in business and awareness in the transactional banking insight and personally relevant areas relationships through relationship Before: very little information your own or third management across party communities the bank Personal Experience Creation Now: Put customers at the centre of your Increased level of insight, engagement & true two-way conversations and business business and refocus all services that way. Digitally. Extends across: Sales, Marketing, Customer Service, Operations, Risk, Finance, IT Before: Products first, customers second
  8. 8. How is this delivered? A Unified Digital Workspace!The new social business environment will be delivered through a browser based, unifieddigital workspace. The browser becomes the tool of choice (and its mobile variant) All work will be done in the browser (or mobile app). No more moving to separate applications to find data, find people, take action Line of Business (LOB) systems will have data pulled into the UDW All data and information will be pulled from sources systems, in real time and connected (using semantics and other ‘data connection’ technology) The network centric enterprise will be represented by Social Objects As the enterprise transitions into being network centric, the social graph containing social objects will appear in the UDW to put Social Objects (people, data, apps) into this environment Significant Business Transformation will be required to make it real! Do not underestimate the business and technology transformation that is required. It’s a new Way of Work internally and externally
  9. 9. Thank you for ListeningAlpesh Doshi, Fintricitym: +44 7973 822820w: www.fintricity.comb: www.alpeshdoshi.como: +44 870 020 1656t: @alpeshdoshil: