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 customer sees the world differently, requiring dynamic, real-time engagement 2 © 2011 Altimeter Group

3. 3 Meeting the needs of Dynamic Customers requires Adaptive Organizations Rigid Organizations Adaptive Organizations © 2011 Altimeter Group

4. Four Technologies That Matter © 2011 Altimeter Group © 2012 Altimeter Group

5. Work Gets Fun Thanks To Gamification © 2011 Altimeter Group © 2012 Altimeter Group

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 Apps Make Selective Appearances © 2011 Altimeter Group © 2012 Altimeter Group

13. 13 Enterprise Mobility Takes Various Forms Corporate Information Access Field Complex Computing Collaboration Goal: Goal: Goal: Gathering, collection and collaboration of information gathered in the field. On the go access to common information. Access to a full computing experience, from anywhere. © 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 Altimeter Group

19. 19 My smartphone isn’t very smart Who do I talk with most Respond to quickly Or ignore completely Prioritize my contacts based on behavior Add travel time based on my 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 Remakes Workflows © 2011 Altimeter Group © 2012 Altimeter Group

23. 23 Enterprise Social Networks Provide Context © 2011 Altimeter Group

24. 24 Performance reviews today “Well, I did that big project last October and in June I went to a conference.” “So, what have you done for the last year?” © 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 “Yes, and you can see that at first they didn't back in October.” “Looking at your activity, it appears you've really gained the support of the IT team for our plan.” © 2011 Altimeter Group

27. How to Prepare © 2011 Altimeter Group © 2012 Altimeter Group

28. 28 #1 Establish your Enterprise Mobile Control Plane Mobile Business Case Technology Governance Workforce Control Plane © 2011 Altimeter Group

29. 29 Control Is The Foundation Of Mobile Business Corporate Information Access Field Complex Computing Collaboration Need: Content Need: Need: Collaboration Consumption Mobile Control Plane Technology Governance Mobile Device Management Service Management Policy Ownership Data Identity & Access Management Synchronization © 2011 Altimeter Group

30. 30 #2 Assess your Social Business Maturity 5. Holistic • Enterprise goals • Chief Social Business Officer 4. Strategic • Business unit goals • Multiple hub & spoke 3. Formalized • Department goals • Hub and spoke 2. Engagement • Two-way conversations • Dept specialists 1. Presence • # of fans and followers • 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 Development Organizational Development Discovery Determine goals and objectives Establish three year vision Hub & Spoke creation Assess readiness Develop and prioritize initiatives Listening roadmap Competitive and opportunity analysis Lay out the three year roadmap Training roadmap Understand dynamic 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 Excellence Executives Business Units Employees © 2011 Altimeter Group © 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 © 2011 Altimeter Group

36. © 2011 Altimeter Group © 2012 Altimeter Group