Surprising skills for Leadership in the digital age Dr Nicola J Millard, Customer Experience...

Surprising skills for

Leadership in the digital age

Dr Nicola J Millard,Customer Experience Futurologist, [email protected] @DocNicola

Copyright: BT Global Services, 2014

Be inclusive: 5 generations at work by 2020.

Source: London Business School, 2013

Copyright BT Global Services, 2014

Provide constant feedback & look at different ways to measure & motivate people.


Create community: mind the generation gap!

Different attitudes to technology and to knowledge sharing.

“Baby boomers will remain committed to email and deeply suspicious of social media at work, whilst Generation Y and Z rely on a number of social and mobile platforms to communicate”,

London Business School FoW Consortium, Generational Cohesion Report, 2013.


My day would be significantly more productive if there was better info sharing

52%

68%

54%

Gen Y

Gen X

Baby boomers

Note: (Gen Y, 18-34), (Gen X, 35-50) and (Baby boomers 50+)

Use IM at work:

Gen Y – 31%

Gen X – 28%

Baby boomers – 19%

I am frustrated with the technology available at work

I don’t mind working out of work hours if I can do my own thing during work hours

62%

38% 42%

Gen Y Gen X Baby boomers

56%

64%

59%

Gen Y Gen X Baby boomers

Remember: One size doesn’t fit all.

I like to get instant feedback on my ideas & suggestions from colleagues77%

I am out and about a lot, away from office

Travel more than 10 hours a week for meetings or appointments

57%

Get a lot of work done in places like Café’s

I regularly check in on work comms out of hours

NOT asked IT to re-configure desktop PC in last year

When stay at home for personal reasons use Annual Leave

IntrovertExtrovert

47% 26%

31% 14%

31% 14%

68% 53%

37% 56%

25% 35%


“People wear me out. I have a small circle of people who don't, the rest are just hard work, for me, that is. Nothing against the people. I'm just not geared for constant engagement like that”, Introvert.

© British Telecommunications plc 6

Be the perfect party host .Collaboration is a core competency: be social, define shared goals, facilitate networking, develop trust, reward contribution, crowdsource ideas.



Be an architect.Engineer spaces that help collaboration and productivity (in the real and virtual world).

Home worker“Coffice” worker

Activity based working

Virtualised working


Physical spaces: friends meet at a few meaningful places, strangers pass randomly.Thanks to

Sandy Pentland, MIT

Collaboration: Trader performance vs. idea flow.


Understand collaboration: digital footprints.

Digital connections.

Understand the effects of distance: study of a Czech bank.

Branch 1 Branch 2 Branch 3

Thanks to Andy Lippman, MIT

1 3 2


© British Telecommunications plc

10

Be an engineer.Leverage appropriate new technologies, choose the right tool for the job, foster virtual trust and resist your inner caveman.

Poor Rich



Be an empath.Create engagement and balance.

I worked for a guy who would use out of hours emails and phone calls as a control and bullying tactic. He would want to prove that you were always available… it’s one of the reasons I loathe Blackberries”, Male, UK.

“

Interruptions

Multitasking

Task

Switching

No time

to think!

Multiple

demands

Stress

Control

VirtualFace Time

36.4% of UK users in the Cambridge study found technology at least sometimes disrupted family life, with 10.5% finding that disruption regular.


Be a revolutionary:

Execs want easy collaboration & communication

78% better comms would make a big difference to success

44% of orgs allow 1 in 4 employees or more to BYOD or use software like Facebook/Twitter for work purposes

62% Gen Y are frustrated by comms technology at work

1 in 2say if we all worked 20% fewer hours we’d achieve just as much

21% use their own iPad for work

Brands want control of data & working practices

4%I lost my phone/laptop/tablet which had work documents/data on

56%I worry about how careful fellow employees are with our organisations confidential data

Use for personal reasons at work

32% Facebook

22% LinkedIn

16% YouTube

16% Twitter

53%of IT decision makers say that employees wanting to use their own devices causes real problems

1:4I should be more careful with data protection

Employees are consumers too

Creating the App-y Employee.

Open your eyes: “Wear” Your Own Device!

Copyright BT Global Services, 2014Copyright BT Global Services, 2014

2014Professor Steve Mann, Cyborg.

2014

Thank You

Dr Nicola J Millard,Customer Experience Futurologist, BT [email protected] @DocNicola

Surprising skills for Leadership in the digital age Dr Nicola J Millard, Customer Experience...

Documents

Transcript of Surprising skills for Leadership in the digital age Dr Nicola J Millard, Customer Experience...