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   The Future Of Work
   Social and Mobile Technologies
   That Will Matter


June 8, 2012

#futureofwork

Charlene Li
Founder and Principal Analyst
@charleneli
The connected customer sees the world differently, requiring
                                                                2




                  dynamic, real-time engagement




© 2011 Altimeter Group
3


       Meeting the needs of Dynamic Customers
       requires Adaptive Organizations




        Rigid Organizations      Adaptive Organizations



© 2011 Altimeter Group
Four Technologies That Matter




© 2011 Altimeter Group
  2012
Work Gets Fun
                         Thanks To Gamification




© 2011 Altimeter Group
  2012
Making work “fun” has been an age-old pursuit




© 2011 Altimeter Group
7


       Enterprise apps aren’t exactly “fun”!




© 2011 Altimeter Group
8


       Reward points for specific behaviors




© 2011 Altimeter Group
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


       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


       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
Rich Mobile Apps Make
                         Selective Appearances




© 2011 Altimeter Group
  2012
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


       Executive dashboard for iPads




                                       Source: Quadbase

© 2011 Altimeter Group
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


       Rehab care uses tablets to bring information to
       patients in new ways




© 2011 Altimeter Group
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
Device and Interactions
                              Get Smarter




© 2011 Altimeter Group
  2012
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



       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




© 2011 Altimeter Group
Social Data Remakes Workflows




© 2011 Altimeter Group
  2012
23


       Enterprise Social Networks Provide Context




© 2011 Altimeter Group
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


       Constant feedback on enterprise social networks
       change performance reviews
                            • Information creation increases
                            • Data captured implicitly
                            • Data readily accessible &used




© 2011 Altimeter Group
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
How to Prepare




© 2011 Altimeter Group
  2012
28


       #1 Establish your Enterprise Mobile
       Control Plane




                                                       Mobile
          Business Case   Governance   Technology
                                                    Workforce



                          Control Plane




© 2011 Altimeter Group
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


       #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


       #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



       #4 Invest in training




       But most organizations will spend less than
            $25,000 on social media training
© 2011 Altimeter Group
3


       Offer training at all levels of the organization


                                       Center of
                         Executives
                                      Excellence




                         Business
                                      Employees
                          Units




  2011
© 2012 Altimeter Group
34


       #5 Prepare for changes in information flow and
       decision making




        Rigid Organizations        Adaptive Organizations



© 2011 Altimeter Group
Develop the ability
     to give up the need
     to be in control




© 2011 Altimeter Group
© 2011 Altimeter Group
  2012

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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 customer sees 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 That Matter © 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 Apps Make 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 Remakes Workflows © 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 Altimeter Group 2012

Notas del editor

  1. http://www.bunchball.com/products/nitroforsalesforce
  2. 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.
  3. 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.
  4. Clipart source: http://www.clker.com/,
  5. http://www.quadbase.com/
  6. 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.
  7. http://www.apple.com/hk/en/ipad/business/profiles/rehabcare/
  8. 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
  9. http://iphonestudio.co.uk/iphone_icon_gallery.html
  10. http://rypple.com/salesforce
  11. Clipart source: http://www.clker.com/,