Acquity Group - Social Enterprise PoV

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

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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

steven.beauchem@acquitygroup.comlinkedin.com/in/stevenwbeauchem

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