Social business online information 201112

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This presentation was given at Online Information conference where I talked about Digital Transformation.

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Social business online information 201112

  1. 1. Social Business Let’s transform how business is done Alpesh Doshi Fintricity E: alpesh.doshi@fintricity.com M: +44 7973 822820 W: www.fintricity.com presented at: Online Information 2012
  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 Enterprise Social will impact every business unit Social business is actually about Business Transformation Operational Transformation Marketing Transformation Sales Transformation Customer Service Transformation Human Resources Transformation Digital Transformation
  4. 4. Social Enterprise Characteristics We can see the sources of data below and their weighting and quantity of information for those sources Engaged. Social Business connects people internally and externally to engage with each other in the ecosystem `````` Transparent. A social business removes boundaries between people within the enterprise and people outside Agile. A social business is nimble reacting in real time and making better and quicker decisions ` Deepen Customer Relationships 88% of IBM CEOs in a recent survey cited ‘getting closer to the customer as the most important dimension to their strategy Drive Operational Effectiveness Drive innovation and change faster to build new products and services. Gather requirements straight from the customer Optimise the Workforce 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 in Transform the way we deal with customers, and work with them Customer Acquisition Customer Experience Customer Innovation Engage and Optimize 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. Listening • Customer information and Data Discovery • Customer Collaboration • Customer and Intelligence • Marketing through collaboration • Connected company • Integrated across BU • Customer Collaboration environments • Operational integration • Sell data and content • Provide thought leadership • Customer collaboration to solicit ideas product/ service • Use for market research • Crowdsourcing
  6. 6. Context Culture Process Metrics People Policies Regulations Internal business objectives Ways of working Company and employee behaviors Alignment for resources and funding Decision making formalized and accountability clear Measurement established for: financial; performance; resources Centralize analytics functions Clarity of roles and responsibly Accessibility of training Define acceptable, unacceptable, desired and undesired behaviors among internal and external audiences Social’ becomes embedded in the fabric of the organization because it impacts many areas. It requires comprehensive business strategy and approach to ensure consistent experiences, reliable content creation, data governance, scale, analytics. Social Requires a Strategic Approach
  7. 7. Applications of Social Business Some real examples of where Social Business is already being effective ? Collect data from the outside Now: Tap into rich info from sites to customize offer and message (age, profession, interests) reach into his network 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 Personal Experience Creation Now: Put customers at the centre of your business and refocus all services that way. Digitally. Before: Products first, customers second Personal Influence Tracking Now: Know how more about customers and their individual preferences in business and personally Before: very little information Increased level of insight, engagement & true two-way conversations and business Brand Ambassadors B2B Market Engagement Customer Relationship Management ? Allow employees to talk externally and represent the bank, building trust and awareness in the relevant areas Build better relationships with Customers and provide value beyond transactional banking relationships through your own or third party communities Integrate collaboration and Listening into CRM systems for better customer insight and relationship management across the bank Extends across: Sales, Marketing, Customer Service, Operations, Risk, Finance, IT
  8. 8. How is this delivered? A Unified Digital Workspace! The new social business environment will be delivered through a browser based, unified digital 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 Listening Alpesh Doshi, Fintricity m: +44 7973 822820 w: www.fintricity.com b: www.alpeshdoshi.com o: +44 870 020 1656 t: @alpeshdoshi l: www.linkedin.com/in/alpeshdoshi

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