People — the missing ingredient for digital transformation

2

Digital transformation is reshaping the way we live and work, how we buy products and services, what we expect from our daily interactions with friends and colleagues. Businesses are experiencing massive disruption as they respond and attempt to capitalize on the on-going changes. And the stakes are high.

3. Digital transformation — what are we actually talking about?

5. The imperative to transform

6. People — the missing link in transformation strategies

9. Critical Success Factors — what’s in the frame?

10. The people-centric elements of Critical Success Factors

11. C-Suite executives — success is a shared responsibility

12. Areas of focus for digital initiatives

13. Organisational vision & strategy

14. Employee journey

15. Employee engagement

16. Knowledge management

17. Infrastructure – The right tools for the job

18. Marketing

19. Partner/supplier engagement

20. Customer relationships & Support

21. Social, mobility, analytics & cloud

22. Innovation and product development

23. Business outcomes: what can you achieve with Jive?

24. The art of possible

25. The digital maturity roadmap

29. Financial outcomes

30. Take the right approach to digital maturity

31. Jive & digital transformation

33. Talk to us about Jive for your business

ContentsHow to navigate

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Digital transformation — what are we actually talking about?In two words—behavior change. As new technologies have emerged, people have embraced them, leading to massive shifts in human behavior. Nowhere is this more powerfully demonstrated than in the rise of social media.

Facebook is a cultural phenomenon — barely 12 years old but boasting 1.44 billion monthly users. Twitter turns 10 this year and has 310 million active users. LinkedIn has grown to 443 million members since launching in 2003. These are just three examples. But they demonstrate that people like to connect and share as one community.

443 million members

1.44 billion monthly users

310 million active users

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“Digital transformation is the profound

and accelerating transformation

of business activities, processes,

competencies and models to fully leverage

the changes and opportunities of digital

technologies and their impact across

society in a strategic and prioritized way.”

At home and work, people are making new technologies part of their everyday lives. Now businesses have to catch up, and in this context, digital transformation takes on a different meaning:

i-scoop.eu/digital-transformation

“Becoming a digital enterprise requires far

more profound changes than merely investing

in the latest digital technologies. Companies

will need to search for new business models,

fundamentally rethink their operating models,

revamp how they attract and foster digital

talent, and consider afresh how they measure

the success of their business.”

Defining it is one thing. Achieving it is quite another. The World Economic Forum sets out the challenge well, saying:

World Economic Forum White Paper. Digital Transformation of Industries: Digital Enterprise 2016

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The imperative to transform

Digital transformation is happening, and it’s accelerating. No other single trend, including demographic shifts (61%) and global economic power dynamics (58%), came as close as digital did in capturing the attention of CEOs1.

1January PwC survey https://www.pwc.com/gx/en/ceo-survey/2016/landing-page/pwc-19th-annual-global-ceo-survey.pdf2https://www.capgemini.com/resource-file-access/resource/pdf/the_digital_talent_gap27-09_0.pdf

Nearly nine in ten organizations see digital transformation as a competitive opportunity, but an almost identical percentage admit to not having the necessary skills to compete2 . To remain competitive and agile, businesses need an effective transformation strategy.

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People — the missing link in transformation strategies

When people talk about digital transformation, they often focus on Social, Mobile, Analytics and Cloud technologies. However, the reality is that digital transformation has a much wider impact. It is more far-reaching than just technology. If we look at how the digital market is evolving, it is very clear that people are a constant and at the heart of digital evolution.

2000 20202010

Web

People

e-Business

People

Business

Digital Business

People

Business Things

Digital Marketing

People

Business Web

Autonomous Business

People

Business Things Smart

Machines

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But it takes more than new technologies to achieve this.

Successful digital transformation strategies harness the collective intelligence of employees, partners and customers. It combines both the internal and external activities of people, applications, machines and/or “things” into a borderless ecosystem of communication and collaboration. A collective that is available across all devices and on demand.

New digital business models are emerging for companies with mature digital transformation strategies that enable them to engage these communities. This is where you can gain competitive advantage.

And the strategy must also factor in boundaries of collaboration that now extend beyond the enterprise and people to include the Internet of Things—an ecosystem that stands at 6.4 billion things today and is growing by 5.5 million a day.

Harnessing the collective intelligence of employees, partners and customers is a critical success factor for digital transformation.

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The essence of digital transformation comes down to people and how their digital behaviors are changing.

Employees are already bringing their social habits and expectations into the workplace. Today, we’re all used to the instant convenience of using any device, and any platform — Facebook, Twitter, WhatsApp — to reach people, follow conversations and feel included.

This is why we believe digital transformation must go further than connecting information and systems. For Jive, success lies in putting people at the core of transformation by enabling effortless communication and collaboration. When employees can work in ways that suit them, they’re more likely to stay with you and succeed in their job. This will become an increasingly important factor in recruiting and retaining digital talent, especially as Generation Z enters the workplace.

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Critical Success Factors — what’s in the frame?With an alarmingly long trail of failed digital transformation initiatives reported across industries, it has become increasingly apparent that, in order for organizations to successfully achieve their desired digital maturity, there are key elements that must be encompassed by their strategy.

Read more about:

The organization (vision, structure, objectives & culture etc.)

The customer value attained through delivering an exceptional customer experience / brand loyalty return rate

The way people align to these organizational objectives by working together (be it with colleagues, customers, partners, supply networks and others in the value chain) to achieve measurable outcomes

The processes / collaboration flows that underpin the execution

The technology that enables it

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THE PEOPLE-CENTRIC ELEMENTS OF CRITICAL SUCCESS FACTORS

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The people-centric elements of Critical Success FactorsEffective execution of transformation strategies depends on having a prepared and motivated workforce, achieving operational excellence, delivering unique value to customers, realizing financial results and meeting stakeholder expectations. This is aligned with the view that, regardless of the technologies being transformed, the characteristics of a successful digital transformation initiative are “people-centric” in nature; the scope of which can be centered around the transformation of the employee journey, partner/supplier journey and customer journey.

Keeping focus on the “people-centric” view and ensuring a prepared and motivated workforce requires consideration and inclusion of the following key elements in healthy digital transformation strategies:

1 Communicate the direction

• Set and align on missions and strategies across the C-level suite and cascading this throughout the organization.

• Evolve the organisational structure to include new roles to support emerging business models.

• Develop expert communities, inspire thought leadership, drive culture and enhance communication effectiveness.

3 Build efficient processes

• Streamline and optimize operations management processes.

• Improve processes that enhance customer value such as marketing, customer selection, acquisition and retention.

• Enhance processes such as R&D and those that improve the environment and health and safety of communities.

5 Provide the right tools for the job

• Improve the use of existing technology, researching emerging technologies and overlaying it with strategy.

• Consolidate “stove pipe” systems, integrating existing business systems.

• Provide the right tools for the job, support mobility and, crucially, align business and IT.

2 Onboard, engage and retain the right people

• Improve employee engagement and talent management.

• Retain tacit knowledge, attract and retain quality resources.

• Improve on-boarding and training.

4 Provide access to relevant, contextual knowledge and information

• Manage explicit knowledge.• Reduce information silos.• Improving industry knowledge, increasing

the use of the knowledge base (internal and external).

6 Deliver unique value

• Improve CSAT scores and nurture customer relationships.

• Increase customer value and build loyalty and brand reputation.

• Develop and strengthen partner networks/third-party relationships.

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C-Suite executives—success is a shared responsibility Unlike many trends that disrupt the status quo for businesses, digital transformation is within executives’ control. Success requires a team effort across the C-Suite as many aspects of digital transformation cut across individual roles. The Chief Information Officer cannot be expected to work in isolation.

Let’s look at strategic alignment. This is likely to be driven by the CEO and Chief Communication Officer, but there are implications for company culture in how it’s communicated, which brings in the Chief HR Officer. It’s an opportunity to enhance dynamic communication across the organization and improve employee engagement.

Similarly, optimizing the customer’s digital journey may require a parallel effort to enable new ways of working for employees. In this case the Chief Experience Officer, Chief HR Officer and Chief Digital Office/Enterprise Architect need to collaborate to make the initiative successful.

Sometimes the Chief Finance Officer spearheads an efficiency drive through ongoing digitization — which can involve all C-level individuals across the business.

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BUSINESS OUTCOMES

FINANCIAL OUTCOMES

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Areas of focus for digital initiativesRoles and responsibilities at C-level vary from one organization to the next—but every individual in a C-level role has a part to play in creating or supporting initiatives and activities that push the business towards digital maturity.

Starting with ‘Organizational vision & strategy’, we look at how Jive supports initiatives in each of these areas.

Organisational vision & strategy

VIEW

Employee journey

VIEW

Infrastructure – The right tools for

the job

VIEW

Knowledge management

VIEW

Social, mobility, analytics & cloud

VIEW

Innovation and product development

VIEW

Business outcomes: what can you achieve

with Jive?

VIEW

Partner/Supplier engagement

VIEW

Customer relationships &

Support

VIEW

Marketing

VIEW

BUSINESS OUTCOMES

THE ART OF THE POSSIBLE

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Organisational vision & strategyJive’s interactive intranet captures, retains and transfers knowledge across organizations. It combines the social perspective of the organization with intellectual assets across the enterprise. This enables organizations to accelerate their improvement in both knowledge and experience to become leaner, with greater efficiency to deliver their business activities.

“Nearly 9 in 10 organizations

see digital transformation as

a competitive opportunity”

Source: https://www.capgemini.com/resource-file-access/resource/pdf/the_digital_talent_gap27-09_0.pdf

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Employee journeyIn an increasingly competitive labour market, organizations need to make the right impression with prospective talent from the word go. The on-boarding process must give new joiners the best possible introduction to company culture and their new colleagues. And this positive engagement must be sustained in order to retain the best people.

Jive provides the entire employee journey to attract, hire, retain and stimulate alumni communities. As such, Jive customers report the benefits shown below.

90% 28% 95% 85% 43%experience more job satisfaction

average increase in productivity

feel more connected to colleagues

report an increase in strategic alignment

report a reduction in employee turnover

Attract Onboard Develop Engage Transition

EMPLOYEE ENGAGEMENT

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Employee engagementWork has gotten more fragmented and complicated as organizations struggle to keep up with the accelerating pace of business. We’re working in more ways, in more places, with more different kinds of people, information and tools. It’s getting harder than ever for businesses to keep employees connected, engaged and productive.

Jive’s Interactive Intranet connects people, information and systems in a single digital workplace that opens up company-wide communication and knowledge-sharing, unites and engages employees, and powers rapid collaboration among employees, partners and customers.

For employees, Jive’s enhanced connection and visibility makes their working lives easier. They’re in tune with the corporate vision, able to work in ways that suit them and empowered to excel in their role.

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Knowledge managementHarnessing collective intelligence

Jive replaces information silos with living knowledge networks, where collective knowledge is captured, shared and remembered. It connects people, information and communities across silos, functions and hierarchies to surface and spread knowledge via sharing, commenting, liking and @mentioning.

With smart, personalized search (content, people and places) for knowledge discovery and higher engagement and adoption, Jive amplifies the network effect, generating and capturing more institutional knowledge.

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Infrastructure – The right tools for the jobJive communities modernize employee support by harnessing and distributing the latent knowledge that exists in the company.

Reduce helpdesk costs by offloading a significant number of how-to and popular break-fix questions to the employee community.

Employee questions and issues resolved quickly via peer-to peer support, self-service and information sharing.

IT’s time is freed up for strategic projects.

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Marketing Online customer engagement community

At a time when “the customer is king,” companies have to earn loyalty and repeat business by providing great experiences, on-going satisfaction and authentic, long- lasting relationships with their customers. That’s impossible to do with traditional one- way marketing.

Jive’s online customer engagement community is a digital hub where customers can engage directly with their peers and brand experts, wherever they go and on whatever device they prefer. The Jive community provides the ability to drive and track targeted actions across the entire customer lifecycle. It also gives you an unprecedented source of customer intelligence that reveals customers’ behaviours and motivations. You can identify your influencers, track trends and optimize your community for engagement, developing deep relationships that cement loyalty.

“It’s just really easy for

customers to find what

they’re looking for, get

fast answers and make

connections that foster

enthusiasm and brand

loyalty.”

15

$8M

$3M

content management platforms replaced

saved in 3 years via easier content creation

saved per year through faster call handling

T-Mobile: jivesoftware.com/customers

Customer Results: T-Mobile

T-Mobile uses Jive to power T-Community; the backbone of customer knowledge, collaboration and sharing for the company’s service and frontline sales team.

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Partner/supplier engagementOpen collaboration has become critical within the supply network to bring people, ideas, systems and data together to align business goals and boost cooperation.

Supplier engagement and support

Jive enables you to break down siloes and extend the advantages of digital transformation along your supply network, focusing on efficiency, transparency and risk exposure. Companies at different stages of the supply network can work together to gain shared value. This creates trusted, collaborative value networks, improving cost structures, productivity and flexibility.

Partner Community

Jive partner communities allow you to communicate and collaborate with your partners in ways that email, phone, meetings and the occasional conference simply cannot. By serving up training, knowledge, virtualized online events, targeted communications and answers, our partner communities let you educate, support and collaborate with partners, with rich content in a scalable way. You can provide content and completely branded partner mobile apps, whether online or off to give you a competitive edge and drive higher partner satisfaction.

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Customer relationships & supportCustomer Service Community

Jive customer service communities are the quickest way to deflect calls and cut costs while providing online self-service and peer-based support that really works. They tap the collective experience of your customers, providing a place where they connect, share their knowledge and answer each other’s questions. In effect, they become a part of your service team. Which means you can deploy your reps more strategically, focusing on the toughest cases and highest-priority accounts.

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Social, mobility, analytics & cloudSocial, Mobility, Analytics & Cloud (SMAC) are the four main technologies providing the pillars for digital transformation. But leveraging these technologies effectively and cohesively has proved challenging for organizations.

Jive engages employees, partners and customers, with adaptive mobile solutions that provide the flexibility and capability of your ecosystem across multiple devices. It provides analytics to understand the way your ecosystem collaborates and interacts.

And state-of-the-art cloud services ensure your business can focus on its core strengths while Jive provides the platform needed for world-class digital business.

“Survey respondents rated

current IT systems as the third

biggest obstacle to achieving

digital transformation.”

http://www.cmo.com/features/articles/2015/3/23/mind-blowing-

stats-digital-transformation.html

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Innovation and product developmentJive communities provide a “virtual destination” for ideas – a place where members can submit, comment and collaborate on ideas. Crucially, they can vote on and rank ideas to make sure the best ones bubble up to the top, and track the status of those ideas. The community can also recognize and reward top innovators and collaborators. This establishes a culture of innovation throughout your company and accelerates ongoing ideation.

By connecting people regardless of time zones, geographies or organizational hierarchies, communities can be set up to gather ideas to improve products, find new revenue opportunities, reduce costs and improve processes.

This enables you to capture the voice of your customers and marketplace, decreasing time-to-revenue by quickly acting on ideas.

• Harness the creativity of your best and brightest employees

• Take advantage of market opportunities otherwise hidden

• Reduce the cost of innovation

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Business outcomes: what can you achieve with Jive?The Jive platform is not just about connecting and communicating. It also drives meaningful outcomes for your business, such as reducing costs, improving efficiency and boosting customer loyalty.

Our clients have felt the benefits of Jive. These figures come directly from their data.

27%

34%

Decrease in duplicated tasks

Decrease in time to find information and experts

29%

37%

Increase in executive communication

Increase in project collaboration and productivity

34%

25%

Increase in employee connectedness

Decrease in onboarding time

24%

27%

Decrease in need for travel

Reduction in email sent

32%

26%

Increase in ideas generated within the company

Decrease in time needed for meetings

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The art of the possible Reaching digital maturity is a journey. Every company has different priorities. Wherever you are in your journey, whichever area you want to prioritize, Jive can help.We can take you through the key stages of digital maturity, establishing a ‘digital-first’ mindset for your employees and new ways of working internally, before building on this to transform how you work with suppliers, customers and beyond.

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Lines of Business

Collaborative supply

networks

Supplier engagement

Partner support centre

Supplier onboarding

Brand marketing

Device usage marketing

Device add-on services

Brand events

Customer journey

Customer support

Customer communities

Customer Experience

Supply Network

Digital Workspace

Employees CustomersPartners Eco-system

Connected Business

Mature customer relationships

Operations management process

Customer management

Innovation / product leadership

build brand reputation

Device behavior

communites

Machine contact centres

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The digital maturity roadmap

Stage 1—Digital WorkspaceEnabling better communication, collaboration and engagement internally.

When departments break free from siloes and people can connect across your organization, great things happen.

Jive’s employee experience hub facilitates the digital workspace within your organization – a foundation stone for ongoing digital transformation. It provides one place for company news, learning, sharing, connecting and communicating. This improves collaboration across lines of business and fosters a culture of connection between employees, powering new ideas, new ways of working and new efficiencies.

Lines of Business

Collaborative supply

networks

Supplier engagement

Partner support centre

Supplier onboarding

Brand marketing

Device usage marketing

Device add-on services

Brand events

Customer journey

Customer support

Customer communities

Customer Experience

Supply Network

Digital Workspace

Employees CustomersPartners Eco-system

Connected Business

Mature customer relationships

Operations management process

Customer management

Innovation / product leadership

build brand reputation

Device behavior

communites

Machine contact centres

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Lines of Business

Collaborative supply

networks

Supplier engagement

Partner support centre

Supplier onboarding

Brand marketing

Device usage marketing

Device add-on services

Brand events

Customer journey

Customer support

Customer communities

Customer Experience

Supply Network

Digital Workspace

Employees CustomersPartners Eco-system

Connected Business

Mature customer relationships

Operations management process

Customer management

Innovation / product leadership

build brand reputation

Device behavior

communites

Machine contact centres

The digital maturity roadmap

Lines of Business

Collaborative supply

networks

Supplier engagement

Partner support centre

Supplier onboarding

Brand marketing

Device usage marketing

Device add-on services

Brand events

Customer journey

Customer support

Customer communities

Customer Experience

Supply Network

Digital Workspace

Employees CustomersPartners Eco-system

Connected Business

Mature customer relationships

Operations management process

Customer management

Innovation / product leadership

build brand reputation

Device behavior

communites

Machine contact centres

Stage 2—Supply NetworkImproving collaboration and support for your partners and suppliers.

Jive allows you to extend the advantages of digital transformation into your supply network, sweeping away old boundaries and limitations. Through its single, secure platform, you can bring together the right people at the right time with relevant information, which helps to drive planning, decisions and actions.

Jive doesn’t just enable better support through expert communities and knowledge sharing. It’s also about progressive working, such as co-innovation and product development. And it opens up more possibilities as it enables collaboration across geographies, platforms, vendors, devices, and industries.

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Lines of Business

Collaborative supply

networks

Supplier engagement

Partner support centre

Supplier onboarding

Brand marketing

Device usage marketing

Device add-on services

Brand events

Customer journey

Customer support

Customer communities

Customer Experience

Supply Network

Digital Workspace

Employees CustomersPartners Eco-system

Connected Business

Mature customer relationships

Operations management process

Customer management

Innovation / product leadership

build brand reputation

Device behavior

communites

Machine contact centres

The digital maturity roadmap

Lines of Business

Collaborative supply

networks

Supplier engagement

Partner support centre

Supplier onboarding

Brand marketing

Device usage marketing

Device add-on services

Brand events

Customer journey

Customer support

Customer communities

Customer Experience

Supply Network

Digital Workspace

Employees CustomersPartners Eco-system

Connected Business

Mature customer relationships

Operations management process

Customer management

Innovation / product leadership

build brand reputation

Device behavior

communites

Machine contact centres

Stage 3—Customer ExperienceExtending your reach to boost customer engagement.

From winning new customers, to retaining them and turning them into brand advocates – Jive supports customer engagement at every brand touchpoint.

Jive can help marketing budgets go further while opening up new possibilities for brand promotion and sales messages. For example, live streaming a product launch to your customer community means you reach more people for less, and get immediate feedback. Customers get the content they’re interested in and can make their voices heard.

Jive helps you deliver the level of digital engagement that customers expect today – reaching them with relevant messages in the channels and on the devices they prefer.

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Lines of Business

Collaborative supply

networks

Supplier engagement

Partner support centre

Supplier onboarding

Brand marketing

Device usage marketing

Device add-on services

Brand events

Customer journey

Customer support

Customer communities

Customer Experience

Supply Network

Digital Workspace

Employees CustomersPartners Eco-system

Connected Business

Mature customer relationships

Operations management process

Customer management

Innovation / product leadership

build brand reputation

Device behavior

communites

Machine contact centres

The digital maturity roadmap

Stage 4—Connected BusinessReaching the wider ecosystem to embrace technologies such as IoT.

Be ready for the next big thing with Jive

As a digitally-mature organization that has transformed through each of the key roadmap stages, you are poised to take advantage of new technologies as they emerge. The Internet of Things is already becoming mainstream. And who knows what the next innovation will be?

With a digital culture embedded, collective intelligence shared and the right structures in place, we’ll make sure you’re ready for it – with the platform you need to extend your thinking, create new business models and reap the rewards.

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Productivity Value

Engagement

Costs

Financial outcomes

$47 - $79

$32 - $61

$5 - $8

30%

25%

billion in operations-related value by becoming social busineses

Jive is a social platform, bringing people together to strengthen your organization. The financial benefits of bringing social technology to business can be seen in this research by McKinsey Global Institute.

billion worth of value for the retail financial services sector

billion benefit from applying social technology to product development techniques

Reduce customer acquisition costs by as much as 30%

Find answers from internal experts, improving employee productivity by up to 25%

Operations

Customer Service

Enterprise-wide Collaboration

Product Development

Marketing & Sales

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Take the right approach to digital maturityBy working with Jive, we will help you to:

Define a solution roadmap to meet your business objectives and gain a digital competitive advantage4 Discover ways to maximize your

investment in Jive5 Build a cross-functional strategic alliance with other business areas to support your digital journey6

Understand how other companies in your industry are engaging the digital customer1 Identify the differences between

your current journey and digital customer trends2 Learn which solutions the best-of-

breed digital companies are using for new business models3

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Jive & digital transformation

Crucially, it lets you harness the collective intelligence of employees, partners and customers, enabling them to collaborate, communicate and innovate in smarter ways by connecting expertise, knowledge, content, experience, applications and devices within and beyond the enterprise.

In today’s market we are witnessing a complete transformation of business as we knew it. Traditional value chains have been subsumed

by value networks. Organizations are poised to capitalize by powering these networks.

Supporting common values and shared beliefs

Jive enables vertical communication as well as horizontal, creating a closer connection between the C-Suite and those teams on the frontline. It also provides a platform for cross-functional business collaboration. Internally, this is positive for morale, culture and productivity.

Jive is a digital workplace application that unites people and information. It reaches beyond your business, applications and systems, and forges links with your wider network.

People need to feel part of the team, in touch with what the company is doing, and empowered in their role.

Jive also drives the extension of collaboration flows beyond the traditional corporate boundaries. This is vital in order to achieve a dynamic, knowledge-based and globally networked business ecosystem that fosters collaboration, relationship building, co-creation, participation and sharing.

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Further reading

Download our additional resources to read expert analysis of the challenges ahead, and learn how Jive can help your business capitalize on the opportunities to unite people and information.

Redefining the CIO for the Next Generation Enterprise

In this exclusive Jive e-book, industry analyst Brian Vellmure takes a deep dive into the challenges and opportunities facing today’s CIO.

Future of Enterprise Social Networks—The Interactive Intranet

Discover how to make your intranet truly interactive with this e-book, written by Larry Hawes, Principal Analyst at Dow Brook Advisory Services.

Improve Employee Engagement With a Digital Workplace

See how you can build an employee-centric digital workplace in this report from Aberdeen Research.

The Future of Intranets and Enterprise Social NetworksWhy businesses need an interactive intranet

Redefining the CIO Envisioning and Enabling the Next Generation Enterprise

Executive Leadership Series

Jive is the leading provider of modern communication and collaboration solutions for business. For more information, visit www.jivesoftware.com © 2016 Jive Software, Inc. All rights reserved

Talk to us about Jive for your business

jivesoftware.com/about-jive/contactTel +44 118 402 6900

When you put people at the heart of digital evolution in your organization, it creates real business impact, fosters innovation and sets the platform to drive value across the enterprise.We’ve done this for companies around the world and in all sorts of industries. We can do it for you too.

Put people at the heart of digital transformation

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