Power of the Individual
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When technology lets one person change the world, organisations need to respect and work with this shift in power.
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Power of the Individual
- 1. Power of the individual
- 2. • Anyone can use technology to have a global, instantaneous impact • This power shift fuels autonomy and magnifies the influence of the individual • Opinions can remain individual or drive mass collaboration • Smart organisations embrace this When technology lets one person change the world, organisations need to respect and work with this shift in power.
- 3. • The rise of the individual is a symptom of the way new technologies are changing the way we live — from the way we socialise, learn, campaign, protest, develop ideas, interact with public services and government — through to the way we work. • The same technology that‟s given the impetus to the individual is being used by smart organisations to reach out to the people crucial to their livelihoods, putting the individual at the heart of their operations. © British Telecommunications plc Why it matters
- 4. 4 Immediacy is a watchword for smart organisations • Monitoring comment • Responding in real-time Social media as an effective communications channel: • Metropolitan Police used Twitter during riots to notify citizens about the situation, requesting emergency calls only. 999 waiting times slashed to zero as a result. Responsiveness is critical to successful operation in a connected world © British Telecommunications plc 4 Social media redefines the global landscape
- 5. The individual rules in retailopia Smart retailers expect seamless transition across channels and universally high service standards Customer expectations in the retail sphere are non-negotiable The challenge is to innovate, improve systems, hold-down costs and boost adaptability to meet expectations and maintain profitability • Aurora Fashions recognised the business potential of the multi-channel retail approach. • They embraced e-commerce and gave all brands fully- transactional web sites that are integrated with all existing systems. • Customers can see online and buy in store, or see in store and buy online. • The seamless experience reinforces loyalty, boosts satisfaction and encourages repeat business. © British Telecommunications plc
- 6. Tailoring the contact centre to the individual Bespoke perceptions and right-time service secure customer satisfaction The Department for Work and Pensions (DWP) used a contact-centre platform to manage a new Employment and Support Allowance scheme entirely by phone. This brought challenges: • Reducing call handling times • Dealing with increased call volumes An IP telephony platform linked to a customer relationship management system enabled efficient claims tracking, effective call routing to the most qualified agent, and knowledgeable call handling. A self-service option was also included. © British Telecommunications plc
- 7. The individual is taking control of transactions Embracing „channel shift‟ satisfies customers and can unlock savings. Surrey County Council embraced channel shift, and has cut the cost of phone and web contacts from 79p to 49p since 2007 making savings of £175,000 in its contact centre. © British Telecommunications plc
- 8. The flexibility of one © British Telecommunications plc 8 •The power of individuals lies at the heart of trends like flexible working, BYOD and the unified communications that can make them work. •BT 2012 collaboration research revealed that 34 per cent of under 35s and 40 per cent of directors or general managers would consider moving employer if the organisation‟s use of communications technology doesn‟t keep up-to-date with trends. •Cisco‟s IBSG Horizons Study found that ninety-five per cent of participants allow BYOD in some way.
- 9. Safety in numbers? • Individuals have the power to spark mass collaboration or cause irreparable damage to an organisation. • Norfolk County Council Children‟s Services department brought all its data together on one, cloud-based system. But they needed to ensure it was protected by the highest levels of security, so they went to BT. Paul Fisher, Assistant Director, Children‟s Services (Business and Compliance) said: “[The whole project was] achieved without compromising data security. We know at a technical level that the virtual data centre itself is incredibly secure.”
- 10. So what does it all mean? © British Telecommunications plc Technology gives individuals the power to change the world; this cannot be ignored by organisations. Service providers — from hospitals to retailers — can achieve efficiencies by giving individuals more freedom to help themselves. Multichannel retailing is changing the world of retail and customers expect a seamless, channel- agnostic service. The power social media gives customers has shifted the balance of power away from the organisations that serve them. Reputations can be shattered if security is compromised; keeping customer information secure a big responsibility. Individuals expect their opinions to be heard and acknowledged, so a rapid response from organisations is vital.
Editor's Notes
- Technology is making the world a more democratic place than ever before.In an instant a blog, tweet, or video clip can be seen by millions around the world, and can shift opinions. The power shift drives autonomy – self-service, self-diagnosis, control over when, where and how work is done. The individual now has the power to lead or contribute to mass collaboration.The same technology that’s given them this power is being used by smart organisations to reach out to the masses and interact with customers.The expectations of the individual are being put at the heart of their operations.
- Economies are inter-dependent and, even if growth is unbalanced, the rise of one economy presents opportunities for others. The BRIC countries are on a steep curve of growth and as Jim O’Neil, chairman of Goldman Sachs Asset Management, said: “Unless we are seeing a major collapse of those economies, it’s a huge opportunity for investors.” And hard on the heels of the BRIC countries come the MIST countries of Mexico, Indonesia, South Korea and Turkey; in terms of GDP and fund holdings the MIST nations are already the biggest markets in Goldman Sachs’s N-11 Equity Fund and are out-performing the BRIC countries. These opportunities call for greater interaction, and the organisations that can facilitate international partnerships will be at the heart of that.
- Success can ironically have its own pitfalls, and rapid growth can stretch the capabilities of organisations as they suddenly find themselves with a global outlook.Electronics manufacturer, Haier Group, found that rapid growth left it with a wide area network managed by a variety of service providers. Complexity, compatibility and instability all dogged the company as it expanded, and those problems were made worse by the pressure being put on it by its worldwide supply chain.Now with a simple, global network from BT, the group has seen significant improvements in the system, helping it enjoy its growth, and thrive in the unbalanced economy.
- The Singapore Exchange (SGX) has an enterprise at the heart of east-west trade, and bridges the gap in the unbalanced economy.It connects investors in the West looking to capitalise on growth in the Far East, and to facilitate those connections, the exchange has invested in a managed connectivity service from BT between its Asian hub and customers in London and Chicago. It is the first Asian exchange with hubs in the US and Europe.Singapore Exchange is a great example of why the fact that growth is happening over there and not here is no reason for panic. Connectivity means opportunity is everywhere, and organisations and their customers can find each other anywhere. It’s technology that helps SGX offer a better customer experience -crucial to increasing customer stickiness; in the unbalanced economy organisations need to make sure all customer-facing activities are as streamlined and efficient as possible.
- The Singapore Exchange (SGX) has an enterprise at the heart of east-west trade, and bridges the gap in the unbalanced economy.It connects investors in the West looking to capitalise on growth in the Far East, and to facilitate those connections, the exchange has invested in a managed connectivity service from BT between its Asian hub and customers in London and Chicago. It is the first Asian exchange with hubs in the US and Europe.Singapore Exchange is a great example of why the fact that growth is happening over there and not here is no reason for panic. Connectivity means opportunity is everywhere, and organisations and their customers can find each other anywhere. It’s technology that helps SGX offer a better customer experience -crucial to increasing customer stickiness; in the unbalanced economy organisations need to make sure all customer-facing activities are as streamlined and efficient as possible.
- The Singapore Exchange (SGX) has an enterprise at the heart of east-west trade, and bridges the gap in the unbalanced economy.It connects investors in the West looking to capitalise on growth in the Far East, and to facilitate those connections, the exchange has invested in a managed connectivity service from BT between its Asian hub and customers in London and Chicago. It is the first Asian exchange with hubs in the US and Europe.Singapore Exchange is a great example of why the fact that growth is happening over there and not here is no reason for panic. Connectivity means opportunity is everywhere, and organisations and their customers can find each other anywhere. It’s technology that helps SGX offer a better customer experience -crucial to increasing customer stickiness; in the unbalanced economy organisations need to make sure all customer-facing activities are as streamlined and efficient as possible.
- Financial restrictions have been a fantastic catalyst for the growth of cloud. Cloud services offer organisations the flexibility and adaptability to expand without risk or large investment in infrastructure. From data-centre services to cloud-based contact centres, cloud helps organisations get the most from their resources in the unbalanced economy.
- Technology is making the world a more democratic place than ever before.In an instant a blog, tweet, or video clip can be seen by millions around the world, and can shift opinions. The power shift drives autonomy – self-service, self-diagnosis, control over when, where and how work is done. The individual now has the power to lead or contribute to mass collaboration.The same technology that’s given them this power is being used by smart organisations to reach out to the masses and interact with customers.The expectations of the individual are being put at the heart of their operations.