Tuesday Jun 05, 2012

Social Business Forum Milano: Day 2

@YourService. The business world has flipped and small business can capitalize  by Frank Eliason (twitter: @FrankEliason )

Technology and social media tools have made it easier than ever for companies to communicate with consumers. They can listen and join in on conversations, solve problems, get instant feedback about their products and services, and more. So why, then, are most companies not doing this? Instead, it seems as if customer service is at an all time low, and that the few companies who are choosing to focus on their customers are experiencing a great competitive advantage. At Your Service explains the importance of refocusing your business on your customers and your employees, and just how to do it.

  • Explains how to create a culture of empowered employees who understand the value of a great customer experience
  • Advises on the need to communicate that experience to their customers and potential customers
  • Frank Eliason, recognized by BusinessWeek as the 'most famous customer service manager in the US, possibly in the world,' has built a reputation for helping large businesses improve the way they connect with customers and enhance their relationships

Quotes from the Audience:

Bertrand Duperrin@bduperrin
social service is not about shutting up the loudest cutsomers !

Paolo Pelloni @paolopelloniGautam Ghosh @GautamGhosh

RT : you need to change things and fix the approach it's not about social media it's about driving change 

Company Experience = Product Experience + Customer Interactions + Employee Experience

Engage or lose! Socialize, mobilize, conversify: engage your employees to improve business performance

Christian Finn (twitter: @cfinn)

First Christian was presenting the flying monkey :-) 

Then he outlined the four principals to fix the Intranet:

1. Socalize the Intranet

2. Get Thee to a Single Repository

3. Mobilize the Intranet

4. Conversationalize Your Processes

Quotes from the Audience:

Engaged employees think their work bring out the best of their ideas

I like 's "conversify your processes" A nice related concept to "narrating your work", part of working out loud.

Organizations are talent markets - socializing your intranet makes this market function better

For profit, productivity, and personal benefit: creating a collaborative culture at Deutsche Bank

John Stepper (twitter:@johnstepper) Driving adoption of collaboration + social media platforms at Deutsche Bank.

John shared some great best practices on how to deploy an enterprise wide  community model  in a large company. He started with the most important question

What is the commercial value of adding social ?

Then he talked about the success of Community of Practices deployment and outlined some key use cases including the relevant measures to proof the ROI of the investment.


Community of practice -> measure: systematic collection of value stories 

Self-service website  -> measure: based on representative models

Optimizing asset inventory - > measure: Actual counts 

This use case was particular interesting.  It is a crowd sourced spending/saving of infrastructure model.  User can cancel IT services they don't need (as example Software xx).  5% of the saving goes to social responsibility projects.

The John outlined some  best practices on how to address the WIIFM (What's In It For Me) question of the individual users: 

- change from hierarchy to graph

-  working out loud = observable work + narrating  your work 

- add social skills to career objectives - example: building a purposeful social network course/training as part of the job development curriculum

And last but not least John gave some important tips on how to get senior management buy-in by establishing management sponsored division level collaboration boards which defines clear uses cases and measures. This divisional use cases are then implemented using a common social platform. 

Thanks John - I learned a lot from your presentation!  

Quotes from the Audience:

Ana Silva@AnaDataGirl

what's in it for individuals at Deutsche Bank? Shapping their reputations in a big org says

Ana Silva @AnaDataGirl

Any reason why not? MT is Deutsche B. experience on applying social inside company applicable to Italian people?

Your career is not a ladder, it is a network that opens up opportunities -

Oscar Berg @oscarberg

: Institutionalizing collaboration is next - collaboration woven into the fabric of daily work

Ana Silva @AnaDataGirl

talking about how Deutsche Bank is using to build purposeful CoP & save money

Social Business Forum Milano: Day 1

Here are my impressions of the first day of the Social Business Forum in Milano

A dialogue on Social Business Manifesto - Emanuele Scotti, Rosario Sica

The presentation was focusing on Thesis and Anti-Thesis around Social Business

My favorite one is:

social business manifesto theses #2: organizations are conversations - hello Oracle Social Network :-)

Here are the Thesis (auto-translated from italian to english)

From Stress to Success - Pragmatic pathways for Social Business - John Hagel

John Hagel talked about challenges of deploying new social technologies. Below are some key points participant tweeted during the session.

Favourite quote this morning 'We need to strengthen the champions & neutralise the enemies' John Hagel. Not a hard task at all ;)
Minimize the power of the enemies of change. Maximize the power of the champions - John Hagel
John Hagel change: minimize the power of the enemies
John Hagel social software as band-aid for poor leadtime/waste management? mmm
"information is power. We need access to information to get power"John Hagel, Deloitte &Touche
Information is power and Knowledge is subversive. John Hagel
john Hagel: innovation is not rational.
John Hagel: change is a political (not rational) process

Enterprise gamification to drive engagement - Ray Wang

Ray Wang did an excellent speech around engagement strategies and gamification

More details can be found on the Harvard Business Review blog

Panel Discussion: Does technology matter? Understanding how software enables or prevents participation

Christian Finn, Ram Menon, Mike Gotta, moderated by Paolo Calderari


Below are the highlights of the panel discussions as live tweets:

Q: social silos: mega trend social suites - do we create social silos + apps silos + org silos ...
A: Social will be less siloed - more integrated into application design. Analyatics is key to make intelligent decisions
- A: its more social be design then social by layer - Better work experience using social design.
Ram Menon: A: Social + Mobile + consumeration is coming together
Q: What is the evolution for social business solution in the next 4-5 years?
Adoption: A: User experience is king - no training needed - We let you participate into a conversation via mobile and email
A:Adoption - how can we measure quality? Literacy - Are people get confident to talk to a invisible audience ?
Ram Meno: A:Adoption - What should I measure ? Depend on business goal you want to active?
Q: How can technology facilitate adoption
Ram Menon: 100% of data is in a system somewhere. 100% of collective intelligence is with people. Social System bridge both worlds
Adoption is specific to the culture of the company
- drive adoption is important - activity stream + watch list is most important feature in a social system
Ram Menon respond: there is only 1 questions to ask: What is the adoption? you like this ? :-)
- just replacing old technology (e.g. email) with new technology does not help. we need to change model/attitude
Ram Menon: CEO mandated to replace 6500 email aliases with Social Networking Software
A: How to bring interface together . Going from point tools to platform, UI, Architecture + Eco-system is important
Q: How is technology important in Social Business A: - technology is enabler , user experience -easy of use is important
particiapte in panel "Does technology matter? Understanding how software enables or prevents participation"

About Enterprise 2.0,Community Equity, Semantic Web, Social Enterprise and how to Build Vibrant Communities


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