Download - Empowered
© 2010 Forrester Research, Inc. Reproduction Prohibited1 © 2009 Forrester Research, Inc. Reproduction Prohibited
Rebalancing The Matrix: How Empowerment Affects Every Group
Ted Schadler, Vice President & Principal Analyst
Coauthor of Empowered
June 7, 2011
© 2010 Forrester Research, Inc. Reproduction Prohibited2Source: Sogeti
© 2010 Forrester Research, Inc. Reproduction Prohibited3
This analysis resonates with Forrester’s data
Employees are not all the same – they segment into groups
The requirements and opportunities in each group vary
But in general, these things are true for every employee:
– Empowerment matters – it drives problem-solving
– Consumerization matters – it drives groundswell innovation
– Collaboration matters – it improves productivity and outcomes
© 2010 Forrester Research, Inc. Reproduction Prohibited4
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Four groundswell technologies empower customers and employees alike
Smart mobile devices
Social technology
Pervasive video
Cloud computing
services
Pervasive video
124 million Skype users*
37% use it for business*
Social technology
500 million on Facebook
26% use social for work
Smartphones
35% use smartphones
14% use one for work
Cloud computing
Startups use the cloud
18% use SaaS for work
* Source: Skype S1 filingSource: Forrsights Workforce Employee Survey, Q3 2010 (Base: European information workers)
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Source: Flickr (http://www.flickr.com/photos/sepblog/3555130776/)
Only an empowered employee
can serve the needs of an
empowered customer.
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HEROhighly empowered and resourceful operative
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HEROes are the natural
inhabitants of The Commons.
They innovate, advocate, and lead.
They also use technology to do it.
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Employees agree: they have better technology at home than at work
67%
58%
47%41%
Gen Y (18-30) Gen X (31-44) Younger Boomers (45-54)
Older Boomers + Seniors (55+)
“The technology I have at home is better than the technology I have at work”*
*6 to 10 responses on a
scale of 1 to 10, where
10 = “Describes me
completely”Source: Forrsights Workforce Employee Survey, Q3 2010
Base: 5,519 information workers
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What percentage of information workers . . .
. . . do at least one
of those things?
. . . pay for a smartphone
used for work?
. . . download and regularly use
applications on a work computer?
. . . regularly use unsanctioned,
login-required Web sites for work?
Base: 2,287 European information workers
8%
14%18%
30%
Source: Forrsights Workforce Employee Survey, Q1 2011
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Why do employees harness do-it-yourself technology?
46%
37%
27%
Base: 2,287 European information worker HEROes
It is something I use at home
and want to use for work
It is better than what
I’m provided at work
I needed it, and my company
didn’t provide an alternative
Source: Forrsights Workforce Employee Survey, Q1 2011
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Employees master technology at
home then see ways to use it to solve
customer and business problems.
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We call it the empowered workforce
http://www.forrester.com/empowered
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HEROes are different because they:
Innovate
– 33% of HERO employees have improved a work process in the last year
– Only 13% of disenfranchised employees have
Advocate
– HERO employees net advocacy score is +32%
– Disenfranchised employees net advocacy score is only -20%
Lead
– 28% of HERO employees lead teams
– Only 16% of disenfranchised employees lead teams
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There are three reasons that
you must empower employees.
(Besides the fact that they will
inevitably empower themselves.)
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Source: Flickr (http://www.flickr.com/photos/sepblog/3555130776/)
Reason No. 1: engagement
Only an empowered employee
can serve the needs of an
empowered customer.
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Empower employees, so they can engage to solve customer and business problems
HERO
compact
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Reason No. 2: innovation
Employees harness
technology to find new and
better ways to get things done.
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Source: Britannica (http://www.britannica.com/) and WCM Associates LLC (http://www.wcmfg.com/KaizenSupplies.htm)
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Deloitte Australia: Yammer spread virally
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Reason No. 3: listening
To know what’s going on,
employees need the same
tools that customers have.
Source: Twitter (http://search.twitter.com/search?q=toyota)
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Your customers drive the empowered agenda
Engage
What is IT’s role? What is your role?
What is the role of marketing? Sales? Customer service? Products?
What has to change?
Technology empowers people: mobile, social,
video, cloud
Empowered customers
Empowered employees
Listen
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Who moves to the new commons?
Who stays where they are?
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Three things to analyze for each quadrant
Which quadrants grow over time? Which ones shrink?
How important is consumerization for people in this quadrant?
How important is empowerment for people in this quadrant?
Grow or shrink?
Consumerization?
Empowerment?
© 2010 Forrester Research, Inc. Reproduction Prohibited24Source: Sogeti
Grow or shrink?
Consumerization?
Empowerment?
Grow or shrink?
Consumerization?
Empowerment?
Grow or shrink?
Consumerization?
Empowerment?
Grow or shrink?
Consumerization?
Empowerment?
© 2009 Forrester Research, Inc. Reproduction Prohibited
Thank you
Ted Schadler
+1 617.613.5975
Twitter: @tedschadler
http://blogs.forrester.com/ted_schadler
www.forrester.com
www.forrester.com/empowered