Amex social business innovation 2012 02

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Amex social business innovation 2012 02

  1. 1. Social BusinessTransforming Relationships for Growth,Innovation, and Efficiency Mike Handes @mikehandes mhandes@au1.ibm.com Social Business, A/NZ, IBM
  2. 2. 2
  3. 3. The Fifth IT Era: The era of Social Social Internet PCs DepartmentalMainframe What’s your Social Business Agenda?
  4. 4. Social Media vs. Social Business Social Media Social Business Nimble Engaged TransparentPrimarily marketing and PR Encompasses organization and business processes
  5. 5. How Does Your Organization Stand Out?
  6. 6. 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
  7. 7. Marketing
  8. 8. 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
  9. 9. CustomerService
  10. 10. 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
  11. 11. "We estimated that around 70% of our work duringthe crises was proactive...previously up to 90% ofthe units work in crises was reactive.”
  12. 12. 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
  13. 13. Stronger Relationships B2B B2C (your domain) Social Biz ConsumerB2E Domain Social Analytics
  14. 14. How do people find you? Natural Search Display Email Ad Social Mobile Paid MobileSearch
  15. 15. 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
  16. 16. HealthierEco-system B2B B2C (your domain) Social Biz Consumer B2E Domain Social Analytics
  17. 17. Leverage the Ecosystem $90 million in reduced support center costs
  18. 18. 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
  19. 19. G2B G2C (your domain) Social Gov ConsumerG2E Domain Social AnalyticsListen, Learn, Measure, Take Action
  20. 20. B2B B2C (your domain) Social Biz Consumer B2E Domain Social Workforce AnalyticsOptimisation & Ideation
  21. 21. 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
  22. 22. A lot of the issues are symptoms of an overwhelmed content-centric model
  23. 23. We believe content revolves around people
  24. 24. Do we create opportunities for serendipity?
  25. 25. 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
  26. 26. FIND me a person that knows about.. Profiles and Tags search
  27. 27. Break Down Silos LowesSharing selling best practices and contributing over $1M in additional revenue - Serendipity Happens, Dachis Group
  28. 28. Embedded Experiences Embedded experiences ease transient interactions with content within mail and other applications. 51
  29. 29. Activity Streams provide attention management
  30. 30. 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
  31. 31. 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
  32. 32. Mike Handes Sydney, AustraliaSocial Business +61 2 9463 5220IBM Software Group mhandes@au1.ibm.com @mikehandes www.twitter.com/mikehandes

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