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Social Enterprise BriefingAn Acquity Group PoV October 2012
OUTLINE
» About Acquity Group
» Our perspective on the Social Enterprise
» Case studies
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About Acquity Group
Acquity Group is a leading Digital Strategy, Design and Technology company.
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CREATING A NEW WAY TO LOOK AT DIGITALDigital requires a whole new way of thinking about your business, employees, customers and marketplace to create innovative solutions, agility and advantage.
Governance
StrategyBusiness Consultants
DesignDigital Agencies
TechnologyIT Consultants
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• Digital Business Strategy
• Digital Brand Strategy
• Channel Strategy
• Digital Marketing Strategy
• Content & Commerce Strategy
• Social Enterprise Strategy
• Mobile & Social Strategy
• Customer Experience Strategy
• Digital Intelligence Strategy
• Online Measurement & Optimization
TechnologyDesign
Strategy
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• Digital Landscape Integration
• User Testing
• Site Mapping
• Wireframing
• Brand Analysis
• Brainstorming
• Tactical Solutions
• Concepting & Design
• Digital Marketing
• Rapid Prototyping
• Rich Media Development
• Content Strategy
• Technical & Creative Writing
• Search Engine Optimization
Strategy
TechnologyDesign
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• Content & Commerce Architecture / Roadmaps
• Collaboration & Social Media
• Content Management, Commerce, Portal & Search Implementations
• Mobile Apps & Platforms
• Front-end Development
• Digital Intelligence Hosting & Managed Services
• Content Migration Planning & Execution
Strategy
Design Technology
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LEADERS OF DIGITAL CHANGE
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Brian K. Walker and Peter Sheldon - Analysts, Forrester
As an independent digital agency focused on eCommerce, experience design, and experience management solutions, Acquity Group received top scores on the report’s scorecard in these areas.
Acquity Group tied for first in both "commerce services focus" and "eCommerce focus," third in "customer experience and design services," and third in "hosting support."
The Forrester Wave™: Global Commerce Service Providers, Q1 2012Forrester has recognized Acquity Group for its deep eCommerce expertise and robust vision for multichannel commerce in an expert evaluation of the leading global commerce service providers
Acquity Group is a digital strategy and solutions partner to approximately 50% of the FORTUNE 100.
DEEP ENTERPRISE EXPERIENCE
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Perspective:the Social Enterprise
“Actively disengaged employees cost companies $370 billion annually in lost productivity.”
Gallup Employee Engagement Index (2012)
“86% of employees who believe their company is doing a ‘good job’ with communications and internal social media would encourage others to work there (vs. only 51% who believe their company does a ‘poor job’).”
3rd Annual Employee Engagement Study, Gagen MacDonald (2011)
“66% of employees say effective social intranets increased knowledge sharing in the workplace.”
The Enterprise 2.0 User Profile, Forrester (2011)
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WHAT IS A SOCIAL ENTERPRISE?“An organization that has put in place the strategies, processes and solutions to engage all the individuals within its ecosystem (employees, customers, partners, suppliers) to maximize the co-created value.”
CUSTOMER ENGAGEMENT(via Social Media)
EMPLOYEE ENGAGEMENT(via Social Intranet)
ChannelsCommunities
ConversationsConversion
CommunitiesConversations
Cultural ChangeCreation
Source: Acquity Group
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SOCIAL ENTERPRISE DRIVERS
» Context
» Innovation
» Knowledge
» Communication
» Teaming
» Globalization
» Purpose
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Context
Yesterday
InformationToday
Relationships
Innovation
Yesterday
ControlToday
Orchestrate16
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Knowledge
Yesterday
OrganizedToday
Organic
Communication
Yesterday
FacilitateToday
Anticipate18
Teaming
Yesterday
AuthorizedToday
Emergent 19
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Globalization
Yesterday
MultilingualToday
Hyperlocal
Purpose
Yesterday
MarketingToday
Meaning
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OBJECTIVES OF THE SOCIAL INTRANET
Build Functional & Cultural Affinity
Enable Collaboration
Foster HumanNetworks
(Local & Global)
Sustain Productive Dialog
Facilitate Innovation
Empower Career Success
Accelerate Insight and Knowledge Development
Gateway to Work & Life Tools
ANYTIME, ANYPLACE, ANYHOW
Source: Acquity Group
“I see four priorities:
First, we must become a truly global company.
Second, we must understand the business challenges that retailers will face and solve them.
Third, we need to play an even bigger leadership role on social issues that matter to our customers.
And most important, we must do all of this while keeping our culture strong everywhere.”- Mike Duke, Walmart Annual Shareholders’ Meeting (2010)
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Listening for business leaders describingSocial Enterprise needs:
EXAMPLE: MAPPING BUSINESS NEEDS TO THEOBJECTIVES OF THE SOCIAL INTRANET
Build Cultural &
Functional
Affinity
Enable
Collaboratio
n
Facilitate
Innovation
Accelerate
insight
and Knowledge Dev.
Foster Huma
n Networks
Sustain
Productive
Dialog
Empower
Career Succe
ss
Gateway to Workand Life
Tools
“become a truly global company” ✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔
“understand [and solve] business challenges” ✔ ✔ ✔ ✔ ✔ ✔
“[lead on] social issues that matter to our customers” ✔ ✔ ✔ ✔ ✔
“keep our culture strong everywhere” ✔ ✔ ✔ ✔ ✔ ✔
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“People focus on technology, but it’s just an enabler.”
William Lynch, CEO Barnes & Noble, 2011
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KEY COMPONENTS OF A SOCIAL INTRANET ARCHITECTURE
PeopleSuccess
Mgt.
Process Culture
Platform
SOCIALINTRANET
ARCHITECTURE
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GLOBAL ENTERPRISES RECOGNIZE THE BUSINESS CRITICAL NATURE OF SOCIAL INTRANETS
N = 3,500 business executives surveyed by MIT Sloan Management Review (2012)
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STRATEGIC DECISIONS ARE INFORMED BY “WHERE YOU ARE” vs. “WHERE YOU’RE GOING”
Inactive Exploring Converging Transforming Optimizing
People
Process
Platform
Culture
Success Management
Leadership Support
+24 MONTHSTODAY
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KEY CHANGE PRIORITIES FOR THE SOCIAL INTRANET
People
• Build Human Networks
Process
• Design for Decisions
Platform
• Anytime, Anyplace, Anyhow
Culture
• Create the “New Normal”
Success Management
• Measure and Optimize
Leadership Support
• Positive, Visible, Engaged
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YOU’RE NOT ALONE: MOST COMPANIES ARE STILL SORTING THIS OUT
Beginner6%
Experimental33%
Formalized22%
Mature21%
Advanced18%
What’s your organization’s social enterprise maturity level?
N = 81 companies with over 250 employees interviewed by Altimeter Research (Q4 2011).
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BTW, YOU NEED TO BUILD FOR SOCIAL AND MOBILE…SIMULTANEOUSLY
2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011*0
20
40
60
80
100
120
140
4753
60
70
82
93
102109
113 114118
8 10 1417
2330
39
49
58
70
79
Mobile-cellular subscriptions per 100 inhabitants
Developed Na-tions
Developing Na-tions
Pe
r 1
00
in
ha
bit
an
ts
* Estimate.The developed/developing country classifications are based on the UN M49, see:http://www.itu.int/ITU-D/ict/definitions/regions/index.htmlSource: ITU World Telecommunication /ICT Indicators database
* Estimate.Source: ITU World Telecommunication / ICT Indicators database
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SOCIAL INTRANET SUCCESS IS A GAME-CHANGER
Source: Jive Software 2010 survey of 350 companies.
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What
should you do?
Be Purpose-DrivenFoster Associate InnovationBuild Global Communities
Create a Dynamic WorkforceUnderstand the Employee Journey
Improve Employee SatisfactionEmpower the Extended Enterprise
Accelerate Change/AdoptionBuild Associate Loyalty
Change the Game
Why
should you do it?
Increase ProductivityImprove Retention
Reduce CostsSustain Competitive AdvantageIdentify New Revenue Streams
Increase Speed-to-MarketManage RiskImprove ROI
How
will it get done?
Leadership EngagementRelationship Focus
Deciding How to DecideCultural AwarenessConsensus BuildingFlexible Governance
Solution FitQuick WinsRoadmap
Scalable Plans
SOCIAL INTRANET STRATEGY SHOULD ANSWER…
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Steven BeauchemSocial Enterprise Solution Leader
[email protected]/in/stevenwbeauchem
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