Rebalancing The Matrix: HowEmpowerment Affects Every GroupTed Schadler, Vice President & Principal AnalystCoauthor of Empo...
Source: Sogeti2   © 2010 Forrester Research, Inc. Reproduction Prohibited
This analysis resonates with Forrester’s data Employees are not all the same – they segment into groups The requirements...
4   © 2010 Forrester Research, Inc. Reproduction Prohibited
Four groundswell technologies empower customers  and employees alike       Smartphones                                    ...
Only an empowered employee                          can serve the needs of an                            empowered custome...
HERO                  highly empowered and resourceful operative7   © 2010 Forrester Research, Inc. Reproduction Prohibited
HEROes are the natural                        inhabitants of The Commons.             They innovate, advocate, and lead.  ...
Employees agree: they have better technology athome than at work                       “The technology I have at home is b...
What percentage of information workers . . .. . . do at least oneof those things?                                         ...
Why do employees harness do-it-yourself technology?               It is better than what               I’m provided at wor...
Employees master technology at         home then see ways to use it to solve           customer and business problems.12  ...
We call it the empowered workforce                             http://www.forrester.com/empowered13   © 2010 Forrester Res...
HEROes are different because they:  Innovate       – 33% of HERO employees have improved a work process in the last year ...
There are three reasons that                      you must empower employees.                                     (Besides...
Reason No. 1: engagement                          Only an empowered employee                           can serve the needs...
Empower employees, so they can engage to solve customer and business problems                                             ...
Reason No. 2: innovation                               Employees harness                           technology to find new ...
Deloitte Australia: Yammer spread virally19   © 2010 Forrester Research, Inc. Reproduction Prohibited
Reason No. 3: listening                                 To know what’s going on,                                employees ...
Your customers drive the empowered agenda                                                    Technology empowers          ...
Who moves to the new commons?                           Who stays where they are?22   © 2010 Forrester Research, Inc. Repr...
Three things to analyze for each quadrant  Which quadrants grow over time? Which ones shrink?  How important is consumer...
Grow or shrink?                                         Grow or shrink?     Consumerization?                              ...
Thank youTed Schadler+1 617.613.5975tschadler@forrester.comTwitter: @tedschadlerhttp://blogs.forrester.com/ted_schadlerwww...
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Empowered

  1. 1. Rebalancing The Matrix: HowEmpowerment Affects Every GroupTed Schadler, Vice President & Principal AnalystCoauthor of EmpoweredJune 7, 20111 © 2010 Forrester Research, Inc. Reproduction Prohibited 2009
  2. 2. Source: Sogeti2 © 2010 Forrester Research, Inc. Reproduction Prohibited
  3. 3. This analysis resonates with Forrester’s data Employees are not all the same – they segment into groups The requirements and opportunities in each group vary But in general, these things are true for every employee: – Empowerment matters – it drives problem-solving – Consumerization matters – it drives groundswell innovation – Collaboration matters – it improves productivity and outcomes3 © 2010 Forrester Research, Inc. Reproduction Prohibited
  4. 4. 4 © 2010 Forrester Research, Inc. Reproduction Prohibited
  5. 5. Four groundswell technologies empower customers and employees alike Smartphones Cloud computing35% use smartphones Startups use the cloud14% use one for work 18% use SaaS for work Cloud computing Smart services mobile devices Pervasive Social video technology Social technology Pervasive video500 million on Facebook 124 million Skype users*26% use social for work 37% use it for business* Source: Forrsights Workforce Employee Survey, Q3 2010 (Base: European information workers) * Source: Skype S1 filing 5 © 2010 Forrester Research, Inc. Reproduction Prohibited
  6. 6. Only an empowered employee can serve the needs of an empowered customer. Source: Flickr (http://www.flickr.com/photos/sepblog/3555130776/)6 © 2010 Forrester Research, Inc. Reproduction Prohibited
  7. 7. HERO highly empowered and resourceful operative7 © 2010 Forrester Research, Inc. Reproduction Prohibited
  8. 8. HEROes are the natural inhabitants of The Commons. They innovate, advocate, and lead. They also use technology to do it.8 © 2010 Forrester Research, Inc. Reproduction Prohibited
  9. 9. Employees agree: they have better technology athome than at work “The technology I have at home is better than the technology I have at work”* 67% 58% 47% 41% Gen Y (18-30) Gen X (31-44) Younger Boomers Older Boomers + (45-54) Seniors (55+) Base: 5,519 information workers *6 to 10 responses on a scale of 1 to 10, where 10 = “Describes me Source: Forrsights Workforce Employee Survey, Q3 2010 completely”9 © 2010 Forrester Research, Inc. Reproduction Prohibited
  10. 10. What percentage of information workers . . .. . . do at least oneof those things? 30%. . . regularly use unsanctioned,login-required Web sites for work? 18% 14%. . . download and regularly useapplications on a work computer? 8%. . . pay for a smartphoneused for work? Base: 2,287 European information workers Source: Forrsights Workforce Employee Survey, Q1 201110 © 2010 Forrester Research, Inc. Reproduction Prohibited
  11. 11. Why do employees harness do-it-yourself technology? It is better than what I’m provided at work 27% I needed it, and my company didn’t provide an alternative 37%It is something I use at home and want to use for work 46% Base: 2,287 European information worker HEROes Source: Forrsights Workforce Employee Survey, Q1 201111 © 2010 Forrester Research, Inc. Reproduction Prohibited
  12. 12. Employees master technology at home then see ways to use it to solve customer and business problems.12 © 2010 Forrester Research, Inc. Reproduction Prohibited
  13. 13. We call it the empowered workforce http://www.forrester.com/empowered13 © 2010 Forrester Research, Inc. Reproduction Prohibited
  14. 14. HEROes are different because they:  Innovate – 33% of HERO employees have improved a work process in the last year – Only 13% of disenfranchised employees have  Advocate – HERO employees net advocacy score is +32% – Disenfranchised employees net advocacy score is only -20%  Lead – 28% of HERO employees lead teams – Only 16% of disenfranchised employees lead teams14 © 2010 Forrester Research, Inc. Reproduction Prohibited
  15. 15. There are three reasons that you must empower employees. (Besides the fact that they will inevitably empower themselves.)15 © 2010 Forrester Research, Inc. Reproduction Prohibited
  16. 16. Reason No. 1: engagement Only an empowered employee can serve the needs of an empowered customer. Source: Flickr (http://www.flickr.com/photos/sepblog/3555130776/)16 © 2010 Forrester Research, Inc. Reproduction Prohibited
  17. 17. Empower employees, so they can engage to solve customer and business problems HERO compact17 © 2010 Forrester Research, Inc. Reproduction Prohibited
  18. 18. Reason No. 2: innovation Employees harness technology to find new and better ways to get things done. Source: Britannica (http://www.britannica.com/) and WCM Associates LLC (http://www.wcmfg.com/KaizenSupplies.htm)18 © 2010 Forrester Research, Inc. Reproduction Prohibited
  19. 19. Deloitte Australia: Yammer spread virally19 © 2010 Forrester Research, Inc. Reproduction Prohibited
  20. 20. Reason No. 3: listening To know what’s going on, employees need the same tools that customers have. Source: Twitter (http://search.twitter.com/search?q=toyota)20 © 2010 Forrester Research, Inc. Reproduction Prohibited
  21. 21. Your customers drive the empowered agenda Technology empowers people: mobile, social, video, cloud Empowered Listen Empowered employees Engage customers What is IT’s role? What is your role? What is the role of marketing? Sales? Customer service? Products? What has to change?21 © 2010 Forrester Research, Inc. Reproduction Prohibited
  22. 22. Who moves to the new commons? Who stays where they are?22 © 2010 Forrester Research, Inc. Reproduction Prohibited
  23. 23. Three things to analyze for each quadrant  Which quadrants grow over time? Which ones shrink?  How important is consumerization for people in this quadrant?  How important is empowerment for people in this quadrant? Grow or shrink? Consumerization? Empowerment?23 © 2010 Forrester Research, Inc. Reproduction Prohibited
  24. 24. Grow or shrink? Grow or shrink? Consumerization? Consumerization? Empowerment? Empowerment? Grow or shrink? Grow or shrink? Consumerization? Consumerization? Empowerment? Empowerment? Source: Sogeti24 © 2010 Forrester Research, Inc. Reproduction Prohibited
  25. 25. Thank youTed Schadler+1 617.613.5975tschadler@forrester.comTwitter: @tedschadlerhttp://blogs.forrester.com/ted_schadlerwww.forrester.com www.forrester.com/empowered © 2009 Forrester Research, Inc. Reproduction Prohibited

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