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The Future of Work: Social and Mobile Technologies That Matter
The document discusses the impact of social and mobile technologies on the future of work, emphasizing the need for organizations to adapt to dynamic customer engagement. It highlights the role of gamification in making work enjoyable, as well as the importance of enterprise mobility and social business strategies. Recommendations include establishing a mobile control plane, assessing social business maturity, investing in training, and preparing for shifts in information flow and decision-making.
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The Future of Work: Social and Mobile Technologies That Matter
- 1. 1 The Future Of Work Social and Mobile Technologies That Will Matter June 8, 2012 #futureofwork Charlene Li Founder and Principal Analyst @charleneli
- 2. The connected customersees the world differently, requiring 2 dynamic, real-time engagement © 2011 Altimeter Group
- 3. 3 Meeting the needs of Dynamic Customers requires Adaptive Organizations Rigid Organizations Adaptive Organizations © 2011 Altimeter Group
- 4. Four Technologies ThatMatter © 2011 Altimeter Group 2012
- 5. Work Gets Fun Thanks To Gamification © 2011 Altimeter Group 2012
- 6. Making work “fun”has been an age-old pursuit © 2011 Altimeter Group
- 7. 7 Enterprise apps aren’t exactly “fun”! © 2011 Altimeter Group
- 8. 8 Reward points for specific behaviors © 2011 Altimeter Group
- 9. 9 Badges drive achievement levels Deloitte uses the program to train clients and consultants, awarding virtual badges and allowing users to “unlock” more complex courses as they advance. © 2011 Altimeter Group
- 10. 10 LiveOps Inc., which runs virtual call centers, uses gamification to help improve performance of its 20,000 independent contractor call agents. LiveOps gives out virtual badges and points for tasks such as keeping calls brief and closing sales. Leaderboards let the agents compare their achievements. © 2011 Altimeter Group
- 11. 11 Poll: How likely is your organization to deploy internal gamification in the next 12 months? 1. We already use gamification. Yipee! 2. We have plans to do this. Fingers are crossed. 3. We are looking into it. Fingers are double- crossed. 4. It’s not anywhere on the horizon, but there’s hope on the horizon. 5. Bah-humbug! There’s a reason why work is called “work”. © 2011 Altimeter Group
- 12. Rich Mobile AppsMake Selective Appearances © 2011 Altimeter Group 2012
- 13. 13 Enterprise Mobility Takes Various Forms Corporate Field Complex Information Collaboration Computing Access Goal: Goal: Goal: On the go access to Gathering, collection Access to a full common information. and collaboration of computing experience, information gathered from anywhere. in the field. © 2011 Altimeter Group
- 14. 14 Executive dashboard for iPads Source: Quadbase © 2011 Altimeter Group
- 15. 15 Bass Pro Shops is deploying a mobile sales learning program with iPads (via OnPoint Digital) The program is intended to replace the current online training, done on a shared workstation in the break room. © 2011 Altimeter Group
- 16. 16 Rehab care uses tablets to bring information to patients in new ways © 2011 Altimeter Group
- 17. 17 Chatter allows any employee to share expertise anywhere, at any time Chatter “turns the company into a meritocracy,” according to Marc Benioff, who said SalesForce is “changing the compensation systems to reflect the folks who are really making a difference.” © 2011 Altimeter Group
- 18. Device and Interactions Get Smarter © 2011 Altimeter Group 2012
- 19. 19 My smartphone isn’t very smart Who do I talk with most Prioritize my Add travel time Respond to quickly contacts based based on my Or ignore completely on behavior locations © 2011 Altimeter Group
- 20. 20 What would you do with a Watson in your pocket? “By the end of this decade, the equivalent of Watson will fit in our pocket.” – Dr. John Kelly © 2011 Altimeter Group
- 21. 21 21 © 2011 Altimeter Group
- 22. Social Data RemakesWorkflows © 2011 Altimeter Group 2012
- 23. 23 Enterprise Social Networks Provide Context © 2011 Altimeter Group
- 24. 24 Performance reviews today “So, what have you done “Well, I did that big for the last year?” project last October and in June I went to a conference.” © 2011 Altimeter Group
- 25. 25 Constant feedback on enterprise social networks change performance reviews • Information creation increases • Data captured implicitly • Data readily accessible &used © 2011 Altimeter Group
- 26. 26 Performance reviews in the future “Looking at your activity, “Yes, and you can see it appears you've really that at first they didn't gained the support of the back in October.” IT team for our plan.” © 2011 Altimeter Group
- 27. How to Prepare ©2011 Altimeter Group 2012
- 28. 28 #1 Establish your Enterprise Mobile Control Plane Mobile Business Case Governance Technology Workforce Control Plane © 2011 Altimeter Group
- 29. 29 Control Is The Foundation Of Mobile Business Corporate Field Complex Information Collaboration Computing Access Need: Need: Need: Content Collaboration Consumption Mobile Control Plane Governance Technology Mobile Device Service Policy Ownership Management Management Data Identity & Access Synchronization Management © 2011 Altimeter Group
- 30. 30 #2 Assess your Social Business Maturity 5. Holistic • Enterprise goals 4. Strategic • Chief Social Business Officer • Business unit 3. Formalized goals • Multiple hub & • Department spoke 2. goals Engagement • Hub and spoke 1. Presence • Two-way • # of fans and conversations followers • Dept specialists • Corp comm or agency Poll: Where are you in terms of social business maturity? © 2011 Altimeter Group
- 31. 31 #3 Create a coherent social business strategy 3. 1. 2. Strategy Organizational Discovery Development Development Determine goals and objectives Establish three year Hub & Spoke vision creation Assess readiness Develop and Listening roadmap prioritize initiatives Competitive and opportunity analysis Lay out the three Understand dynamic Training roadmap year roadmap customer journey © 2011 Altimeter Group
- 32. 32 #4 Invest in training But most organizations will spend less than $25,000 on social media training © 2011 Altimeter Group
- 33. 3 Offer training at all levels of the organization Center of Executives Excellence Business Employees Units 2011 © 2012 Altimeter Group
- 34. 34 #5 Prepare for changes in information flow and decision making Rigid Organizations Adaptive Organizations © 2011 Altimeter Group
- 35. Develop the ability to give up the need to be in control © 2011 Altimeter Group
- 36. © 2011 AltimeterGroup 2012
Editor's Notes
- #9 http://www.bunchball.com/products/nitroforsalesforce
- #10 http://online.wsj.com/article/SB10001424052970204294504576615371783795248.html#slide/1Global consulting firm Deloitte employs digital games for its Deloitte Leadership Academy, an executive education program it uses to train clients and consultants. Users receive virtual badges after completing training courses and 'unlock' more complex courses after finishing basic levels.
- #11 http://online.wsj.com/article/SB10001424052970204294504576615371783795248.html#slide/2LiveOps Inc., which runs virtual call centers, uses gamification to help improve performance of its 20,000 independent contractor call agents. It gives out virtual badges and points for tasks such as keeping calls brief and closing sales. Leaderboards let the agents compare their achievements.
- #14 Clipart source: http://www.clker.com/,
- #15 http://www.quadbase.com/
- #16 Bass Pro Shops is deploying a comprehensive mobile learning solution for store retail associatesThe program is intended to replace the current online training now accessible from a shared training workstation located in the break room of their locations. The program places Apple iPad2 tablet devices into each retail location and currently supports all of their sales professionals who sell the BPS Tracker boats and accessories (the most popular boat sold in America). This program is currently in the latter stages of their official "mobile learning pilot" and will actually be moving into production in July across the company.Source:Robert Gadd, OnPoint Digital Inc.
- #17 http://www.apple.com/hk/en/ipad/business/profiles/rehabcare/
- #18 http://www.ecrmguide.com/article.php/3903086http://news.idg.no/cw/art.cfm?id=CDE684FF-1A64-6A71-CE7D0AC7249C8797http://gigaom.com/collaboration/salesforce-embraces-chatter-to-obliterate-and-remake-itself/Salesforce finds that its business is being led by active employees who push the company from within, regardless of their job title. Benioff said this is the vision he had two years ago when he first imagined Chatter and now he believes it is the way of the future for companies.“Salesforce.com has developed an analytics tool to monitor employees' use of the Chatter social-networking platform so that it can offer additional compensation to workers who make valuable contributions” Marc Benioff
- #20 http://iphonestudio.co.uk/iphone_icon_gallery.html
- #26 http://rypple.com/salesforce
- #30 Clipart source: http://www.clker.com/,