how to build a modern social enterprise
TRANSCRIPT
CUSTOMERS
Building a Modern Social Enterprise
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AGENDA
Digital Revolution and Trends
Building a Modern Social Enterprise
Companies are driving business outcomes with SOE
Challenges, Mitigation, and Approach
Demo
Building blocks for SOE
CUSTOMERS
Digital Revolution and Trends
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DID YOU KNOW THAT….
By 2017, CMOs will spend more on technology than CIOs.
Source: Gartner
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SO, WHAT IS DRIVING THIS CHANGE
Then Now
New business models are being created by blurring the digital and physical worlds
Image Courtesy: TESCO Archives
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Social
DRIVEN BY DISRUPTIVE TECHNOLOGIES…
Mobile Big Data and Analytics
….that are converging and driving innovation in marketing
Cloud Internet of Things
Image Courtesy: Flickr
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65% of users start searching for information on a smartphone compared to 29% on PC/ laptop
Anywhere Access Multi-channel
90% of consumers who own multiple connected devices switch between them to complete tasks over time, using an average of three different device combinations each day.
59% consumers want companies to demonstrate that they know her and 64% want them to know what product or services she likes
Personalization
Consumers don’t trust traditional advertising, but 92% of them trust recommendations from people they know and 70% trust consumer opinions posted online.
Social Influence
CONSUMERS HAVE EMBRACED DIGITAL AND HAVE HIGH EXPECTATIONS
Source: Google, IBM Smarter Commerce for Retail, Nielsen
CUSTOMERS
Building a Modern, Social Enterprise
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BUILDING A MODERN SOCIAL ENTERPRISE REQUIRES OUTSIDE AS WELL AS INSIDE ENGAGEMENT
+
WorkforceCustomers
Image Courtesy: Flickr, Burberry
Digital Convergence
Social/ Digital Enterprise
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Inventory, yield, contracting
Corporate/Collaboration
Finance
Middleware, data cache
Mobile
Web and search
Content
Social and eCRM
Customer Analytics and insights
SYSTEMS OF ENGAGEMENT
(Employee and Customer Engagement systems)
SYSTEMS OF RECORD(Operational systems)
• For customers, employees, and partners
• Enabled by modern apps and smart devices
• Leverages social, mobile, analytics, cloud
• For employees• Typically ERP packages
or custom applications• Meant to maintain
transactional data
SYSTEMS OF ENGAGEMENT (SOE) CONSUMED AS MODERN APPS AND SMART DEVICES
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MOBILE
WEB
SERVICEDESK
WEARABALES
NFC
M2M
CRM
CMS
COMMERCE ENGINES
MARKETING AUTOMATION
COMPUTE
IDENTITY
STORAGE
MODERN APPS&
SMART DEVICES
CLOUD PLATFORMS &
INFRASTRUCTURE
PERSONALIZATIONENGINE
PREDICTIONENGINE
CUSTOMERANALYTICS
SINGLE VIEW OF CUSTOMER
ANALYTICS POWERED, CLOUD BASED, SYSTEMS OF ENGAGEMENT
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INNOVATE WITH AGILITY
Global innovation capabilities provides scale and velocity.
Cloud led solutions enables faster time to market.
Connected mobile devices and apps help engage users
seamlessly.
User research led CX engineering ensures adoption.
Be 1 step ahead by converting user engagement into
analytics. Let analytics predict your next innovation.
INNOVATING TO ACCELERATE REVENUE GROWTH THROUGH SOE
INNOVATE WITH END USER ENGAGEMENT
INNOVATE WITH ANALYTICS
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Customer and Employee Engagement
Seamlessly Digital In-Channel Relevance
Single View of Customer
Segment of 1 Personalization
Scale
@
API as Fabric
Cloud as Glue
BE AGILE BE ENGAGED BE ONE STEP AHEAD
7 PIVOTS FOR EFFECTIVE ENGAGEMENT
CUSTOMERS
Companies driving business outcomes with SOE
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STRESS FREE TRAVEL EXPERIENCE THROUGH MODERN APPS
FROM TRANSACTIONS TO A LIFETIME RELATIONSHIP WITH SYSTEMS OF ENGAGEMENT
• Seamlessly digital experience
• Make intelligent suggestions
• Customer centered personalization
• Omni-channel presence
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• Complex intranet implementation for a geographically distributed firm of individual financial advisors.
• Integrated Dashboards to access KPIs
• Ease of discoverability
• Image heavy presentations increased ROI
SOCIAL INTRANET IMPLEMENTATION FOR FINANCIAL COMPANY
SOCIAL INTRANET DRIVES EMPLOYEE ENGAGEMENT
CUSTOMERS
Building Blocks for Systems of Engagement
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PERSONALIZATIONConnect to the Customer
OMNI-CHANNELConnect the Channels
SINGLE VIEW OF CUSTOMERConnect the Context
Connect the Platforms
SOCIAL MEDIA MOBILE
WEB/ E-COMMERCE
KIOSKS
MARKETING AUTOMATION
MULTICHANNEL MARKETING
SOCIAL/ MOBILE COMMERCE AND ENGAGEMENT
PREDICTIVE ANALYTICS
BIG DATADATA QUALITY
AND GOVERNANCE
SOCIAL MEDIA ANALYTICS
PRODUCT/ PRICING
ANALYTICS
CLOUD API
Design the Platforms
CUSTOMER EXPERIENCE RESEARCH
INTERACTION DESIGN
VISUAL DESIGN
INFORMATION ARCHITECTUR
E
SYSTEMS OF ENGAGEMENT FOR 1-CONVERSATION
CUSTOMERS
Challenges, Mitigation and Approach
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Long-term and flexible roadmap for digital
CHALLENGES
Disconnected Digital Projects
Executive Education and SponsorshipNo Executive Sponsorship
Innovation Culture with Change AgentsCultural Inertia
Digital Transformation Team
Actionable Insights drives engagement
Distributed CX ownership Data Overload
MITIGATION
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InsightTouch point Analysis
Design Engineer
T I D E
APPROACH
Assess all aspects of the customer and
employee experience across operational
functions.
Build superior operational and
predictive models
Envision programs for a personalized and relevant
experience across channels.
Integrate and orchestrate all
technologies for long-term engagement.
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DEMO
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CONTACT DETAILS
Sriram Jayaraman
Director of TechnologyAditi Technologies
@Sriramj_77
www.sriramjayaraman.blogspot.in
www.aditi.com
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