ibm smarter workforce

8/8/2019 Ibm Smarter Workforce

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Smarter WorkforceManagement


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Todays Agenda

Moderator : Elliot Markowitz - Vice President of Strategic Content Development - Ziff Davis Enterprise

Eric Lundquist - Vice President of Strategic Content - Ziff

Davis Enterprise

Barton Goldenberg - President - ISM Inc.


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Interactivity Tips

1. Ask A Question

2. Download a PDF copy of todays presentation


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The Millennials

Go Where They Are Embrace Text Messaging Email is old school Collaboration is key Expect Expertise It is a smartphone world Mix life with work You are renting their time Legacy hardware equals bad morale Show me the flex time


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The Millennials

Learn to orchestrate the cloud. Sign up for a GoogleApps for Business account

Start Yammering or Chattering. Buy an Apple computer and sign up for $99 one year,

one on one training Become a smartphone sandbox expert Sign up for a Dropbox ( http://www.dropbox.com/ ) or

Box.net ( http://www.box.net/ ) account
http://www.dropbox.com/http://www.box.net/http://www.box.net/http://www.dropbox.com/


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The Millennials

Tablets, yeah Sign up, read the Foursquare for business section of

their blog ( http://foursquare.com/businesses/ ) andthink about how your business can use geo location.

Twitter. Yeah, you need a Twitter account Social network analysis Get a WiFi enabled printer and try print anywhere and

cloud printing applications
http://foursquare.com/businesses/http://foursquare.com/businesses/


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Smarter Workforce Management

Barton Goldenberg

December 21, 2010


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President & Founder of ISM, Inc.

CRM, Social Media and Contact Center

Strategic Advisor to global, best-in-classorganizations since 1985

Author: CRM in Real -Time (2008 )CRM Automation (2003 )The Guide to CRM Automation

(annual publication since 1989)

Barton Goldenberg


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10

Sample Customers
http://us.macmillan.com/default.aspxhttp://www.google.com/imgres?imgurl=http://pdc-amd01.poly.edu/~suel1/dbir2009/images/IBM_logo.jpg&imgrefurl=http://pdc-amd01.poly.edu/~suel1/dbir2009/registration.html&usg=__HK5w3NQfg3Fct1S8CL_cGt3B250=&h=1164&w=2435&sz=366&hl=en&start=2&itbs=1&tbnid=MuIYzE7gaWQMqM:&tbnh=72&tbnw=150&prev=/images?q=ibm+logo&hl=en&gbv=2&tbs=isch:1http://www.google.com/imgres?imgurl=http://www.itmart.co.th/upload/product/brand/20090421160732_samsung-logo.jpg&imgrefurl=http://www.itmart.co.th/upload/product/brand/&usg=__yOGNG7jj5DOUn6rZAyI8SulLGVw=&h=350&w=1048&sz=18&hl=en&start=2&itbs=1&tbnid=rKGYtoQxBCy1CM:&tbnh=50&tbnw=150&prev=/images?q=samsung+logo&hl=en&sa=G&gbv=2&tbs=isch:1http://www.google.com/imgres?imgurl=http://21stcenturyartist.net/yahoo_site_admin/assets/images/iphone-wallpaper-giorgio-armani-logo.29743204_std.jpg&imgrefurl=http://21stcenturyartist.net/services&usg=__-xYoT_hb7fgm5oTWX4u5Q6Y8z5g=&h=480&w=320&sz=53&hl=en&start=1&itbs=1&tbnid=5RYeLn38RUfCgM:&tbnh=129&tbnw=86&prev=/images?q=Giorgio+Armani+logo&hl=en&sa=G&gbv=2&tbs=isch:1http://images.google.com/imgres?imgurl=http://www.sayalhobbies.com/images/brandLogos/McGrawHill_logo.jpg&imgrefurl=http://www.sayalhobbies.com/CatalogBrandLogos.asp&usg=__AbcpnZ40YIBzk9anGpFBV5_3B58=&h=293&w=312&sz=13&hl=en&start=3&tbnid=0Ls0beniRilKHM:&tbnh=110&tbnw=117&prev=/images?q=McGraw-Hill+logo&gbv=2&hl=en&sa=Ghttp://www.deltafaucet.com/wps/portal/deltacom/kcxml/04_Sj9SPykssy0xPLMnMz0vM0Y_QjzKLd4439vIHSZnFW8aHOepHogtZIoR8PfJzU_WDgFKR5kAhy6BA_aic1PTE5Er9sLz8olygmcH63voB-gW5oRHlPqmOAD3WUio!/delta/base64xml/L3dJdyEvd0ZNQUFzQUcvNElVRS82X0NfM0pM


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The Digital Client

Generation Y (Millennials)

Only know digital technology

75 million in US 750 million globally (3 billion by 2015)

45% of world population by 2015

11 hours/day digitally connected (53 hrs/week)

90% research, 50% purchase on Web


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Smart Phones as Pocket PCs

Apple iPhone with OS X iPhone edition

Googles Android

RIMs Blackberry

Windows Mobile 7.0

Palms Web OS

Nokia Symbian


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1.3 billion cell phones sold annually Smart phone penetration: >65% by 2015

Mobile subscribers worldwide:

- 4.5 billion in 2010


Applications downloads worldwide:


- 36 billion in 2014

Phone Obsession


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Social Media Wave

A set of highly interactive technologytools that leverage the fundamentalhuman desire to interact with others

On-line communities that allow people to getinformation, opinions, solutions and ratings directlyfrom each other rather than from organizations

A new way for organizations to communicate withand relate to employees, consumers, partners andother stakeholders
http://images.google.com/imgres?imgurl=http://concept2inc.com/db3/00213/concept2inc.com/_uimages/crmhandshake.bmp&imgrefurl=http://concept2inc.com/_wsn/page3.html&h=400&w=379&sz=297&hl=en&start=6&usg=__U-zF0iAh0YMb7LsmAkC6fK1nmRo=&tbnid=IimnM4QSKmUqbM:&tbnh=124&tbnw=117&prev=/images?q=loyal+customer&gbv=2&hl=en&sa=G


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Social Media Tools

Blogs

Wikis

Video

RSS

Widgets

Podcasts

Social networks

Other (ratings, polls, forums, idea sharing)


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Preferred Communications Source

In 2009, more people communicated via social

networks than via email.

Source: 2009 Nielsen Study


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Impact

This collaboration that kids got through social

networking is the future of business

John Chambers
http://images.google.com/imgres?imgurl=http://us.gizmodo.com/gadgets/images/cisco.jpg&imgrefurl=http://gizmodo.com/gadgets/home-entertainment/cisco-to-go-consumer-148833.php&h=311&w=450&sz=18&hl=en&start=16&um=1&tbnid=aKBRgMbG_yIDxM:&tbnh=88&tbnw=127&prev=/images?q=cisco&svnum=10&um=1&hl=en&sa=G


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Digital Client Challenges

Always-on, always-connected

Multi-channel

Business in an instant


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People50%

Process30% Technology20%

Smarter Workforce Management


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Products

- Report A- Report B- other

Customer Svc

- Current- Historic

Financial- Current sales- LTV

Operations- Claims issues- Billing issues

Competitiveinformation

Activities- Date- Result- Follow-up

Customer Info

- Name, addressphone, email, contact& channel preferences

- Therapeutic areas

Customer News

- Financials

- M&A- Mgmt team

Marketing- Campaigns- Next best offer- Market research

Sample Customer Profile

Customer Insight- Product launch

feedback- Customer survey


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Sample Customer Profile

Products

- Report A- Report B- other

Customer Svc

- Current- Historic

Financial- Current sales- LTV

Operations- Claims issues- Billing issues

Competitiveinformation

Activities- Date- Result- Follow-up

Customer Info- Name, address

phone, email, contact& channel preferences

- Therapeutic areasCustomer News

- Financials- M&A- Mgmt team

Marketing- Campaigns- Next best offer- Market research

Customer Insight- Product launch

feedback- Customer survey

Social Media

insights


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Phone Email

Music

Video

Facebook

Social Networking

Games

Diary

Alarm Clock

Address Book

Mobile Desktop

Camera

Internet Browser

Instant Messenger

Pager

SMSNewspaper

Source: RIM

Critical Tool Integration

Sales Automation Tool


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Change Management Ladder

Awareness

Understanding

Acceptance

Involvement

Commitment


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Closing Observations

Smart organizations welcome the digital client,acknowledge the inherent challenges, and adjust

their processes, technology and cultures to achievesmarter workforce management


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How to Connect with ISM

Barton Goldenberg Bloghttp://bartonjgoldenberg.wordpress.com/

@BGoldenbergISM

ISM/Barton Goldenberg

ISM Inc.
http://bartonjgoldenberg.wordpress.com/http://www.google.com/imgres?imgurl=http://blogs.trb.com/community/news/fort_lauderdale/forum/facebook_logo.png&imgrefurl=http://blogs.trb.com/community/news/fort_lauderdale/forum/&usg=__gcLQYBT0pPfqwhXixFij8aT6XhA=&h=311&w=311&sz=54&hl=en&start=2&itbs=1&tbnid=b_65DXkKSdvnIM:&tbnh=117&tbnw=117&prev=/images?q=Facebook+logo&hl=en&gbv=2&tbs=isch:1http://www.google.com/imgres?imgurl=http://alumni.maryville.edu/s/1014/images/editor/Logo-LinkedIn.gif&imgrefurl=http://alumni.maryville.edu/s/1014/index.aspx?sid=1014&gid=1&pgid=208&cid=533&usg=__zVEhfPtK--4xQccEL4I0EfiuCIE=&h=256&w=256&sz=10&hl=en&start=3&itbs=1&tbnid=dvl-9FLxrSH23M:&tbnh=111&tbnw=111&prev=/images?q=Linked-In+logo&hl=en&sa=G&gbv=2&tbs=isch:1http://www.google.com/imgres?imgurl=http://www.ynpn.org/s/936/images/editor/Twitter_logo.jpg&imgrefurl=http://www.ynpn.org/s/936/start.aspx?sid=936&gid=1&pgid=999&usg=__XMFUmECaUBV2y3UPZ8TOehFF0s0=&h=1129&w=1153&sz=76&hl=en&start=2&itbs=1&tbnid=-9pcu7db62D6WM:&tbnh=147&tbnw=150&prev=/images?q=twitter+logo&hl=en&sa=G&gbv=2&tbs=isch:1http://bartonjgoldenberg.wordpress.com/


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Questions


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