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June 8, 2012
#futureofwork
Charlene LiFounder and Principal Analyst@charleneli
The Future Of WorkSocial and Mobile Technologies That Will Matter
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The connected customer sees the world differently, requiring dynamic, real-time engagement
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Meeting the needs of Dynamic Customers requires Adaptive Organizations
Rigid Organizations Adaptive Organizations
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Four Technologies That Matter
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Work Gets Fun Thanks To Gamification
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Making work “fun” has been an age-old pursuit
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Enterprise apps aren’t exactly “fun”!
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Reward points for specific behaviors8
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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.
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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
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”.
Poll: How likely is your organization to deploy internal gamification in the next 12 months?
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Rich Mobile Apps Make Selective Appearances
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Enterprise Mobility Takes Various Forms
Corporate Information
Access
Complex Computing
Field Collaboration
Goal: On the go access to common information.
Goal: Gathering, collection and collaboration of
information gathered in the field.
Goal: Access to a full
computing experience, from anywhere.
© 2011 Altimeter Group
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Executive dashboard for iPads
Source: Quadbase
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Bass Pro Shops is deploying a mobile sales learning program with iPads (via OnPoint Digital)
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The program is intended to replace the current online training, done on a shared
workstation in the break room.
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Rehab care uses tablets to bring information to patients in new ways
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Chatter allows any employee to share expertise anywhere, at any time
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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.”
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Device and Interactions Get Smarter
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My smartphone isn’t very smart19
Who do I talk with mostRespond to quicklyOr ignore completely
Prioritize my contacts based on behavior
Add travel time based on my locations
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What would you do with a Watson in your pocket?
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“By the end of this decade, the equivalent of Watson will fit in our
pocket.” – Dr. John Kelly
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Social Data Remakes Workflows
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Enterprise Social Networks Provide Context
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Performance reviews today
“So, what have you done for the last year?”
“Well, I did that big project last October
and in June I went to a conference.”
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Constant feedback on enterprise social networks change performance reviews
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• Information creation increases• Data captured implicitly• Data readily accessible &used
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Performance reviews in the future
“Looking at your activity, it appears you've really
gained the support of the IT team for our plan.”
“Yes, and you can see that at first they didn't
back in October.”
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How to Prepare
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#1 Establish your Enterprise Mobile Control Plane
Mobile Workforce
TechnologyGovernanceBusiness Case
Control Plane
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Control Is The Foundation Of Mobile Business
Corporate Information
Access
Complex Computing
Field Collaboration
Need: Content
Need: Collaboration
Need: Consumption
Mobile Control Plane
TechnologyGovernance
Mobile Device ManagementOwnership
Service Management Policy
Data Synchronization
Identity & Access Management
© 2011 Altimeter Group
1. Presence• # of fans and
followers• Corp comm or
agency
2. Engagement• Two-way
conversations• Dept specialists
3. Formalized• Department
goals• Hub and spoke
4. Strategic• Business unit
goals• Multiple hub &
spoke
5. Holistic• Enterprise goals• Chief Social
Business Officer
#2 Assess your Social Business Maturity30
Poll: Where are you in terms of social business maturity?
© 2011 Altimeter Group
#3 Create a coherent social business strategy31
1. Discovery
Determine goals and objectives
Assess readiness
Competitive and opportunity analysis
Understand dynamic customer journey
2. Strategy Development
Establish three year vision
Develop and prioritize initiatives
Lay out the three year roadmap
3. Organizational Development
Hub & Spoke creation
Listening roadmap
Training roadmap
© 2011 Altimeter Group
#4 Invest in training32
But most organizations will spend less than $25,000 on social media training
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Offer training at all levels of the organization3
Center of Excellence
Executives
EmployeesBusiness
Units
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#5 Prepare for changes in information flow and decision making
Rigid Organizations Adaptive Organizations
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Develop the ability to give up the need to be in control
© 2011 Altimeter Group
Charlene Li
charleneli.com/blog
Twitter: charleneli
For slides, send an email to
For more information & to buy the
books
charleneli.com
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