Amex social business innovation 2012 02
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Mike Handes @mikehandes [email protected] Social Business, A/NZ, IBM Social Business Social Business Transforming Relationships for Growth, Transforming Relationships for Growth, Innovation, and Efficiency Innovation, and Efficiency
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Transcript of Amex social business innovation 2012 02
Mike Handes@[email protected]
Social Business, A/NZ, IBM
Social BusinessSocial BusinessTransforming Relationships for Growth, Transforming Relationships for Growth, Innovation, and EfficiencyInnovation, and Efficiency
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Mainframe
PCs
Internet
Social
Departmental
What’s your Social Business Agenda?
The Fifth IT Era: The era of Social
Engaged
Transparent
Nimble
Social BusinessSocial Media
Primarily marketing and PR Encompasses organization and business processes
Social Media vs. Social Business
How Does Your Organization Stand Out?
Social Biz
New Channels
Healthier Eco-system
StrongerRelationships
Workforce Optimisation &
Ideation
Listen, Learn, Measure, Take Action
B2BB2B
B2EB2E
B2CB2C(your domain)(your domain)
ConsumerConsumer DomainDomain
SocialSocialAnalyticsAnalytics
Marketing
The benefits of Social Business to marketing are real
Realized benefit - median improvement %
Increase effectiveness of awareness (realized by 52% of respondents)
Increased effectiveness of conversion(realized by 52% of respondents)
Increase revenue(realized by 18% of respondents)
(*) “The rise of the networked enterprise. Web 2.0 finds its payday” – McKinsey Global Survey Results, 2010
Customer Service
Are you ready?
Customer Service is key to the success of any business. CEOs agree…
Source: IBV CEO Study, 2010
95% of standout organizations will focus more on “getting closer to the customer” over the next 5 years, 14% more likely than their peers.
– IBM CEO Study 2010
How can becoming a Social Business help you meet this goal?
"We estimated that around 70% of our work during the crises was proactive...previously up to 90% of the unit's work in crises was reactive.”
Realized benefit - median improvement %
Increase speed of access to internal experts(realized by 52% of respondents)
Reduce external communications expense(realized by 53% of respondents)
Increase speed of access to internal knowledge(realized by 77% of respondents)
(*) “The rise of the networked enterprise. Web 2.0 finds its payday” – McKinsey Global Survey Results, 2010
Value of Social Business for Customer Service
Social Biz
StrongerRelationships
B2BB2B
B2EB2E
B2CB2C(your domain)(your domain)
ConsumerConsumer DomainDomain
SocialSocialAnalyticsAnalytics
Paid Search
MobileMobile
Display Ad Social
Natural Search
How do people find you?
Socialise from your site and Social Media sites
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Enable customers to get problems resolved quickly
Drive innovation by supporting idea contribution
Allow customers to provide feedback
Social Biz
Healthier Eco-system
B2BB2B
B2EB2E
B2CB2C(your domain)(your domain)
ConsumerConsumer DomainDomain
SocialSocialAnalyticsAnalytics
Leverage the Ecosystem
$90 million in reduced support center costs
Realized benefit - median improvement %
Increase speed of access to external experts(realized by 40% of respondents)
Increase number of successful innovations(realized by 28% of respondents)
Reduce time to market for new products/services(realized by 29% of respondents)
(*) “The rise of the networked enterprise. Web 2.0 finds its payday” – McKinsey Global Survey Results, 2010
Value of Social Business for R&D and New Product Development
Social Gov
Listen, Learn, Measure, Take Action
G2BG2B
G2EG2E
G2CG2C(your domain)(your domain)
ConsumerConsumer DomainDomain
SocialSocialAnalyticsAnalytics
Social Biz
Workforce Optimisation &
Ideation
B2BB2B
B2EB2E
B2CB2C(your domain)(your domain)
ConsumerConsumer DomainDomain
SocialSocialAnalyticsAnalytics
Every week, 42% of people use the wrong information to make decisions
91% of CEOs say they need to restructure the way their organizations work
Every week businesses waste 5.3 hours due to inefficient processes
Employees spend 25% of their time just looking for information
18% of the average working day is spent on ''work that wasted time and effort'' - Australian Productivity Pulse survey
Why is it important to use social software in the enterprise?
A lot of the issues are symptoms of an overwhelmed content-centric model
We believe content revolves around people
Do we create opportunities for serendipity?
Profiles - access a persons 360 degree view
● Quickly find the people and expertise you need and tag them
● Post a status message informing your network of what you are doing
● Grow and maintain your professional network and tag them
● Communicate to your network your expertise and content
Respond faster and make better decisions
FIND me a person that knows about..
Profiles and Tags search
Break Down Silo's
LowesSharing selling best practices and
contributing over
$1M in additional revenue
- Serendipity Happens, Dachis Group
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Embedded Experiences
Embedded experiences ease transient interactions
with content within mail and other applications.
Activity Streams provide attention management
Goals• Drive Revenue & Profit Through…
– Attracting Millennium Workers– Attracting Millennium Customers– Capture and Share Expertise
Sun Life
Culture• Executive Sponsorship• Social Guidelines and
Policies• IdeaShare: 330 New Ideas
Realized benefit - median improvement %
Increase speed of access to internal knowledge(realized by 77% of respondents)
Reduce internal communicationsexpense(realized by 60%)
Increase speed of access to internal experts(realized by 52% of respondents)
(*) “The rise of the networked enterprise. Web 2.0 finds its payday” – McKinsey Global Survey Results, 2010
Value of Social Business for HR and Talent Management
Mike HandesMike HandesSocial Business IBM Software Group
Sydney, Australia+61 2 9463 [email protected]
@mikehandeswww.twitter.com/mikehandes
