A discussion of 1) how the nature of work is changing due to massive technology change; 2) why employee and customer engagement needs to be a key strategy in leveraging this technology change; and 3) why organizations need to take seriously the work assumptions of the Facebook generation and radically more demanding expectations of customers.
Regression analysis: Simple Linear Regression Multiple Linear Regression
Leveraging Technology for Employee and Customer Engagement
1. I’m
working
in
a
“Starbucks”
with
my
PC,
my
Android
tablet,
and
my
iPhone…Now
what?
#AIIM12
2. Systems
of
Engagement
Social
and
Era
Mainframe
Mini
PC
Internet
Cloud
Systems
of
Record
Years
1960-‐1975
1975-‐1992
1992-‐2001
2001-‐2009
2010-‐2015
Typical
A
batch
A
dept
A
An
thing
A
web
page
trans
process
document
interacVon
managed
Best
known
Digital
IBM
MicrosoT
Google
Facebook
company
Equipment
Social
Content
Image
Document
Content
Microfilm
Business
mgmt
focus
Mgmt
Mgmt
Mgmt
Systems
3. 1-‐What
kinds
of
radical
changes
are
being
driven
by
technology?
#AIIM12
11. 1. I
know
what
is
expected
of
me
at
work.
2. I
have
the
materials
and
equipment
I
need
to
do
my
work
right.
3. At
work,
I
have
the
opportunity
to
do
what
I
do
best
every
day.
4. In
the
last
seven
days,
I
have
received
recogniVon
or
praise
for
doing
good
work.
5.
My
supervisor,
or
someone
at
work,
seems
to
care
about
me
as
a
person.
6.
There
is
someone
at
work
who
encourages
my
development.
7. At
work,
my
opinions
seem
to
count.
8. The
mission
or
purpose
of
my
organizaVon
makes
me
feel
my
job
is
important.
9. My
associates
or
fellow
employees
are
commiaed
to
doing
quality
work.
10. I
have
a
best
friend
at
work.
11. In
the
last
six
months,
someone
at
work
has
talked
to
me
about
my
progress.
12. This
last
year,
I
have
had
opportuniVes
at
work
to
learn
and
grow.
Source:
Gallup
#AIIM12
13. Engaged
Not
AcVvely
engaged
disengaged
AVG
33%
49%
18%
TOP
67%
26%
7%
Source:
Gallup
#AIIM12
14. $370
billion
lost
The
cost
of
acVvely
disengaged
employees
in
lost
producVvity
(Gallup)
#AIIM12
15. "At
work,
we
give
our
customers
new
ideas"
74%
13%
#AIIM12
16. eight
emoVonal
aaachment
quesVons
and
three
raVonal
loyalty
quesVons
make
up
their
Customer
Engagement
Index
Source:
Gallup
#AIIM12
17. 23%
premium
For
engaged
companies
in
terms
of
share
of
wallet,
profitability
and
revenue
rom
engaged
customers
(Gallup)
OrganizaVons
that
have
opVmized
customer
engagement
outperform
their
compeVtors
by
26%
in
gross
margin
and
85%
in
sales
growth.
#AIIM12
18. 3-‐How
do
we
need
to
change
how
we
think
about
employee
and
customer
engagement?
#AIIM12
31. FragmentaVon
User
content
Social
power
Low
switching
costs
Siloed
systems
Loss
of
customer
control
and
loyalty
#AIIM12
32. Jmancini77
1:40
pm
via
HootSuite
If
someone
doesn’t
contact
me
today
and
let
me
end
run
your
#Satanic
call
center,
I’m
blogging
tomorrow
@xxxxx
Jmancini77
3:40
pm
via
HootSuite
This
is
Day
87
that
I
am
held
hostage
by
@xxxxx’s
ridiculous
#mortgage
refinance
process.
Please
call.
#AIIM12
33. email
service
web
brand
social
Building
a
Strategy
for
Engaging
Future
Customers
#AIIM12