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Similar to Empowered (20)
Empowered
- 1. Rebalancing The Matrix: How
Empowerment Affects Every Group
Ted Schadler, Vice President & Principal Analyst
Coauthor of Empowered
June 7, 2011
1 © 2010 Forrester Research, Inc. Reproduction Prohibited
2009
- 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 outcomes
3 © 2010 Forrester Research, Inc. Reproduction Prohibited
- 4. 4 © 2010 Forrester Research, Inc. Reproduction Prohibited
- 5. Four groundswell technologies empower customers
and employees alike
Smartphones Cloud computing
35% use smartphones Startups use the cloud
14% use one for work 18% use SaaS for work
Cloud
computing
Smart services
mobile
devices Pervasive
Social video
technology
Social technology Pervasive video
500 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. 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. HERO highly empowered and resourceful operative
7 © 2010 Forrester Research, Inc. Reproduction Prohibited
- 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. Employees agree: they have better technology at
home 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. What percentage of information workers . . .
. . . do at least one
of those things?
30%
. . . regularly use unsanctioned,
login-required Web sites for work?
18%
14%
. . . download and regularly use
applications on a work computer? 8%
. . . pay for a smartphone
used for work?
Base: 2,287 European information workers
Source: Forrsights Workforce Employee Survey, Q1 2011
10 © 2010 Forrester Research, Inc. Reproduction Prohibited
- 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 2011
11 © 2010 Forrester Research, Inc. Reproduction Prohibited
- 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. We call it the empowered workforce
http://www.forrester.com/empowered
13 © 2010 Forrester Research, Inc. Reproduction Prohibited
- 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 teams
14 © 2010 Forrester Research, Inc. Reproduction Prohibited
- 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. 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. Empower employees, so they can engage to solve
customer and business problems
HERO
compact
17 © 2010 Forrester Research, Inc. Reproduction Prohibited
- 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
- 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. 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. Who moves to the new commons?
Who stays where they are?
22 © 2010 Forrester Research, Inc. Reproduction Prohibited
- 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. Grow or shrink? Grow or shrink?
Consumerization? Consumerization?
Empowerment? Empowerment?
Grow or shrink? Grow or shrink?
Consumerization? Consumerization?
Empowerment? Empowerment?
Source: Sogeti
24 © 2010 Forrester Research, Inc. Reproduction Prohibited
- 25. Thank you
Ted Schadler
+1 617.613.5975
tschadler@forrester.com
Twitter: @tedschadler
http://blogs.forrester.com/ted_schadler
www.forrester.com
www.forrester.com/empowered
© 2009 Forrester Research, Inc. Reproduction Prohibited