Showing posts with label social business. Show all posts
Showing posts with label social business. Show all posts

Mobile Expert Video Series: Jeff Wallace Part 4

In this short video interview with Cognizant's Mobile Practice Lead, Jeff Wallace, we discuss the future of enterprise mobility, mobile strategies and the role of the cloud in enterprise mobility.  Grab some popcorn!

Video Link: http://youtu.be/dfZl7TWRYIc

Watch Part 1 - http://youtu.be/RaIsHhED1O4
Watch Part 2 - http://youtu.be/UrqiiUSuKeM
Watch Part 3 - http://youtu.be/ljeI4ahZBtw


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Kevin Benedict, Head Analyst for Social, Mobile, Analytics and Cloud (SMAC) Cognizant
View Linkedin Profile

Read the whitepaper on mobile, social, analytics and cloud strategies Don't Get SMACked
Learn about mobile strategies at MobileEnterpriseStrategies.com
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility

Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and SMAC analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

Mobile Expert Video Series: Sahara Alexis, Part 2

In this short video I ask Sahara Alexis, Cognizant's Head of Advisory Services for Mobility, to explain Mobile COEs (Centers of Excellence), their value and how they should be organized.

Video Link:  http://youtu.be/QKyRDjYh64k

Missed Part 1 of this interview?  Watch it here!



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Kevin Benedict, Head Analyst for Social, Mobile, Analytics and Cloud (SMAC) Cognizant
View Linkedin Profile

Read the whitepaper on mobile, social, analytics and cloud strategies Don't Get SMACked
Learn about mobile strategies at MobileEnterpriseStrategies.com
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility

Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and SMAC analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

SMAC, Mobile Collaboration and Google

Have you had a chance to review the full inventory of Google's solutions and apps lately?  I have been working with many of them this week and am impressed with how Google is enabling enterprises to become true social businesses.  It is very interesting how they are not just demonstrating cool and innovative solutions but entirely new ways of running and managing businesses.

If fact, Jon Reed, John Appleby and myself recorded a Google+ Hangout session this week on the subject of enterprise mobility.  I will post the link of the recorded session as soon as it is ready.  I suggest that all businesses should study Google Hangout and understand how powerful it is.  Google Hangout is now embedded in Google Docs, Sheets and other apps.  Anytime you need to collaborate, simply push the Hangout button in the document.  Very interesting and useful!

I have also been collaborating with a group of folks around the country this week using Google Docs.  All of us can login and collaborate in real-time on the same document.  We can comment, edit and track who is adding what.  At the top of the document you can see all the people who are collaborating on the document at any moment in time.  It was an education in collaboration.
My job title is Head SMAC Analyst for Cognizant.  SMAC (social, mobile, analytics and cloud)  represents a disruptive technological, cultural and workforce shift.  It is about connecting and collaborating whenever and wherever you are located.  Google enables workers to collaborate and access their online content, sheets, docs, notes, photos, videos, etc., across any mobile device, anywhere there is an Internet connection.  This is incredibly useful and convenient, although it takes some education to take full advantage of it.

Collaboration requires a different mindset.  Instead of individuals working on a document and then using email to send it for review by others, you can all just login to the same document in the cloud.  There are no versioning issues in this model.  Also, if you have a question about a document or sheet, again, just push the Google Hangout button on the document or sheet and invite your colleagues to gather around the item and discuss it in real-time.

Google seems to have passionately embraced SMAC and is demonstrating this by incorporating SMAC concepts and strategies in their entire inventory of solutions and apps.  With Google+ and Google Hangouts, Sheets, Docs, Blogger, Sites, Drive, Keep, etc., they are again showing the enterprise how to connect with mobile workers and effectively collaborate.  This is the death of distance some person smarter than me wrote recently.

Google is not just focused on the social component of the SMAC stack.  They have the market leading mobile operating system with Android.  They support analytics in many forms including Google BigQuery, Google Analytics and Google Universal Analytics.  They continue to demonstrate innovation with many forms of maps, navigation and location-based services.

We may associate Google mainly with their search engine, but don't miss how they are educating the world on becoming a social business using SMAC strategies.

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Kevin Benedict, Head Analyst for Social, Mobile, Analytics and Cloud (SMAC) Cognizant
View Linkedin Profile

Read the whitepaper on mobile, social, analytics and cloud strategies Don't Get SMACked
Learn about mobile strategies at MobileEnterpriseStrategies.com
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility

Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and SMAC analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

My YouTube Video Channel on Enterprise Mobility

I checked my YouTube channelhttp://www.youtube.com/user/kevinrbenedict/videos, this morning and there are now 245 video interviews with mobility experts published there.  Did you know you can subscribe and be notified each time a new interview with a mobility expert is uploaded?  Among those interviewed are dozens from SAP, many mobile platform and MDM vendors, industry analysts and yours truly pontificating about mobile strategies.

I like to encourage you to enjoy yourself while watching these, but if that is not possible, at least grab some popcorn.
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Kevin Benedict, Head Analyst for Social, Mobile, Analytics and Cloud (SMAC) Cognizant
View Linkedin Profile

Read the whitepaper on mobile, social, analytics and cloud strategies Don't Get SMACked
Learn about mobile strategies at MobileEnterpriseStrategies.com
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility

Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and SMAC analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

Mobile Strategies Top 55 Articles

For those of you who are employed, and perhaps actually have a family and social life, you will have purposely avoided reading many of the articles I have written over the past 24 months.  That is to be celebrated!  However, some of the articles you missed may actually be worth a read so I have compiled a list of the top 55.  Enjoy!

The Best of Mobile Strategies:
  1. Thoughts on Mobile Strategies and Social Collaboration
  2. Time-Space Compression
  3. Speed, Mobility and Online Sales
  4. Connecting the Strategic to the Tactical - Enterprise Mobility
  5. Mobility, Business Transformation and the 5th Dimension
  6. Infonomics and Enterprise Mobility
  7. M2M, Enterprise Mobility and Healthcare
  8. M2M and Enterprise Mobility - The Convergence
  9. M2M, SAP and Enterprise Mobility
  10. SAP's Mobility Vision - Any Way You Want It
  11. SAP's Sanjay Poonen Discusses Mobile Strategies with Kevin Benedict
  12. Learning about the Real World of Enterprise Mobility in Scotland
  13. Avengers, Enterprise Mobility and Network Centric Warfare
  14. Enterprise Mobility, Mobile Sensors and Data Collection
  15. Mobile Strategies and Consumer Products Companies
  16. Mobile Strategies and Situational Awareness
  17. Guidance on Selecting a Mobile Solution Vendor
  18. Development Models for Enterprise Mobility
  19. The Black Hole of Enterprise Mobility Apps
  20. Can You Handle the Truth about Enterprise Mobility and Big Data?
  21. Money Ball, Big Data, The Internet of Things and Enterprise Mobility
  22. Enterprise Mobility - A Business or IT Strategy?
  23. Mobile Strategies, PIOs, Optimized Intersections and Patterns of Life, Part 1
  24. Mobile Strategies, PIOs, Optimized Intersections and Patterns of Life, Part 2
  25. How Long is too Long for Mobile App Development?
  26. Conjecture, Enterprise Mobility and Mobile Strategies
  27. Enterprise Mobility, Remote Sensors and Nervous Systems
  28. Mobility and 4D Field Services
  29. More on Mobility and 4D Field Services
  30. Enterprise Mobility and Institutional Memory
  31. Mobile Apps the Front End to Big Data and Artificial Intelligence
  32. Velocity in Field Services
  33. Enterprise Mobility is Not for Everyone, Just Most
  34. The Value in a Mobile Enterprise Solution
  35. Enterprise Mobility, PIOs and PIVs
  36. Mobile Apps and the Marriage of My Virtual and Physical Worlds
  37. Thoughts on Enterprise Mobility, Mobile Banking and Global Economies
  38. Research on Enterprise Mobility
  39. Smart Ideas and Enterprise Mobility
  40. Field Services, Enterprise Mobility and Strategies
  41. The Benefit of Custom Mobile Applications
  42. Enterprise Mobility - A Tank Half Full
  43. Enterprise Mobility, Netcentric Operations and Military Mobility
  44. Death by Mobile App
  45. Consumer Smartphones or Industrial Grade Smartphones?
  46. What I am Learning about Enterprise Mobility
  47. More on Change Management and Enterprise Mobility
  48. Social Networking and Enterprise Mobility in Less Developed Regions
  49. Recruitment and Enterprise Mobility
  50. Enterprise Mobility and Manned/Unmanned Systems Integration Capabilities
  51. Where Should Mobile Intelligence Reside?
  52. The Importance of Mobile EAM and M2M
  53. Enterprise Mobility Application Predictions
  54. Managing a Mobile and Network Centric Operation, Part 1
  55. Managing a Mobile and Network Centric Operation, Part 2
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Kevin Benedict, Head Analyst for Social, Mobile, Analytics and Cloud (SMAC) Cognizant
View Linkedin Profile

Read the whitepaper on mobile, social, analytics and cloud strategies Don't Get SMACked
Learn about mobile strategies at MobileEnterpriseStrategies.com
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility

Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and SMAC analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

Pondering BYOD - Is it Really Viable?

I have been involved in enterprise mobility for many years, and have watched enthusiastically as mobility has evolved into a massive technological, societal and cultural force.  I have witnessed mobility changing entire industries and driving growth.  I have studied the impact of mobility on companies and productivity.  I now wonder at what point are mobile solutions so important to a business that companies cannot afford to support a BYOD strategy.

This morning I was reading a new detailed whitepaper on BYOD titled "Making BYOD Work for Your Organization."  The paper is very thorough and identifies what companies should be considering, but I can't help thinking BYOD is complex, difficult to management and expensive to support.  I wonder if BYOD is really as beneficial as many claim.  I wonder if all the added complexity, governance and risk is actually factored into ROIs around BYOD.  I read one report last year that claimed BYOD was much more expensive to support than company liable devices.

What do you think?  Have you tried both and tracked the costs?  If so, I would love to hear from you.

I have also been pondering the changing role of mobile solutions in companies.  Mobile solutions have evolved into mission critical solutions.  Solutions that businesses require to complete day to day tasks.  Are businesses OK with letting these mission critical processes and solutions be run on a device of their employees' choosing?  What if the mobile device breaks and the employee has not budgeted to replace it, so they don't?  Can companies require their employees to replace a BYOD device so they can continue to be productive?  At what point do employees' decisions negatively impact customer service and productivity?

It seems to me that as mobile devices become required tools for productivity, the business must take more steps to ensure the process and solutions work.  There are also considerations around achieving economies of scale in the app development process and support of mobile devices.  There need to be standards of some sort to maximize efficiencies.

Here is a silly scenario I would invite you to consider.  An automobile manufacture decides to allow employees to bring their own tools to the assembly line.  The manufacture argues their employees would be happier to bring their favorite tools from home.  As a result there are thousands of different tools on the factory floor, some of better quality than others.  Some tools work well, others don't.  Soon tools are breaking, getting lost and needing replaced.  Each time a tool has a problem it impacts the production of automobiles.  Sometimes an employee does not have the money to replace their tools when they break.  The assembly line stops.

At some point, perhaps now, mobile solutions are as important to a business as the right tools on an assembly line.  When must a business step in to ensure maximum productivity around mobile devices?

I think BYOD is often promoted by MDM/MAM (mobile device management or mobile application management) vendors as a justification for buying their solutions.  Not a bad approach, but again I wonder if the BYOD trend is actually in the best interest of most businesses.

I think if a company embraces a BYOD strategy, then they should look to simplify mobile apps and standardize on HTML5, so they can easily support the maximum number of mobile devices.  If a company chooses both native app development and a BYOD strategy, they risk being buried in an avalanche of complexity.

Mobility is powerful and supports efficiencies and productivity gains.  Mobile solutions support social and collaborative business processes in real time.  These benefits are massive.  I would encourage companies not to delay receiving these benefits by making the support of mobility more difficult that it needs to be.

I want to hear your opinions on BYOD.  What do you think?  Please comment!!!
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Kevin Benedict, Head Analyst for Social, Mobile, Analytics and Cloud (SMAC) Cognizant
View Linkedin Profile

Read the whitepaper on mobile, social, analytics and cloud strategies Don't Get SMACked
Learn about mobile strategies at MobileEnterpriseStrategies.com
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility

Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and SMAC analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

Let's Talk about Social and Mobile Integration with SAP!

In this interview from my Mobile World Congress 2013 Interview series with SAP's Vishy Gopalakrishnan, Vice President, Global Center of Excellence - Mobile Solutions, we discuss the integration of social with mobile, enterprise systems and processes.  Grab some popcorn!

Video Link: http://youtu.be/GQg43tAI4ic


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Kevin Benedict, Head Analyst for Social, Mobile, Analytics and Cloud (SMAC) Cognizant
View Linkedin Profile

Read the whitepaper on mobile, social, analytics and cloud strategies Don't Get SMACked
Learn about mobile strategies at MobileEnterpriseStrategies.com
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility

Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and SMAC analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

2013 Mobility Trends

In this short video I review the findings and predictions from Gartner and comScore for 2013 mobility and other digital trends.  Enjoy!  Video Link: http://youtu.be/YYmKYkQwWnw

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Kevin Benedict, Head Analyst for SMAC, Cognizant
Read The Future of Work
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility
Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and SMAC analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

Mobility and Collaboration Platforms, Part 2

OK, I am almost ready to get off of my soap box about how enterprise mobility and collaboration platforms, working together as part of SMAC (social, mobile, analytics and cloud), are creating a huge sea change in how businesses are run.  In this short video I share some additional areas that will be impacted by these changes.  Enjoy!
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Kevin Benedict, Head Analyst for SMAC, Cognizant
Read The Future of Work
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility
Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and SMAC analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

Mobile Expert Video Series: Cognizant's Ved Sen

This week I was in four different countries in four days teaching mobile and social strategies for the enterprise.  While in London, I was able to corner mobility expert and my friend, Ved Sen, and film a quick interview.  In this segment, I ask him about the latest trends he is seeing and hearing about in Europe in 2013.  If you would like to contact Ved Sen and ask his advice on anything enterprise mobility related click here.
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Kevin Benedict, Head Analyst for SMAC, Cognizant
Read The Future of Work
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility
Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and SMAC analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

Mobility is the Conduit of Business Transformation

This week I am teaching mobile and social strategies and will be visiting four countries in four days.  This type of schedule is a blur of airports, meeting new people and learning more about how mobile and social solutions are being used in the real world.  While on these trips I have a lot of time to ponder on flights.

I have been thinking a lot lately about the the word conduit - a means by which something is received and/or transmitted, as a useful way of describing mobile devices.  Mobile devices are a conduit for voice communications.  Mobile devices are a conduit for social networks.  Mobile devices are a conduit for email, news, data collection, photos/videos, and now as e-wallets and mobile payments.  So much of our lives are now run through this conduit.

In the last couple of weeks I have spent time with over a dozen companies keenly interested in the impact of mobility and social trends on their business.  In each case, the impact will be different, but significant.  In many cases the impact of these trends will be monumental.

Let's talk about retail financial services for a moment.  In the book Bank 3.0 by Brett King, he states, "Retail financial service brands today are a collection of experiences, increasingly defined by multichannel interactions and customer discussions and debates in the social media space."  The term multichannel interactions means communicating with a bank or other retail financial services company through a variety of different means including online, call centers, mobile, ATM (machines), physical offices, etc.  Increasingly, however, these interactions are via mobile devices.

King uses the phrase a "collection of experiences" to describe a financial services company's interactions with customers and prospects.  These experiences, often via online and mobile, are now the discussion of the blogosphere and social networks.  As a result, it is critically important that companies invest time and money to ensuring these experiences are the best they can be.

Social networks are accelerators for good or bad.  If something good happens, the world can know about it in seconds.  Likewise, if something bad happens the world can know about it in seconds.  The rules of the PR game have changed.  Increasingly people go to their networks for recommendations rather than to the manufacturer of the product or the provider of a service.  They trust their networks more than the companies providing the product.

Companies need to operate their businesses and invest in their businesses to meet their customers via the channels their customers are using.  If customers are moving away from visiting physical buildings and preferring to interact with a company via a mobile app, then companies need that mobile app to be the very best possible.  Companies that resist supporting the interaction channels preferred by their markets are in trouble.  If you work for one of these companies - right the ship.
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Kevin Benedict, Head Analyst for SMAC, Cognizant
Read The Future of Work
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility
Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and SMAC analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

Is Social and Mobile Collaboration a Thing for the Enterprise?

This week I have been working with companies in the Benelux on social and mobile strategies.  Today, I met with one CIO who says they have done POCs (proof of concepts) with three different social collaboration platforms, and each time the projects failed to catch on and be used by employees.

I also recently read a ZDNet article that included an interview with Jive's CEO Tony Zingale.  In this article, "Zingale acknowledged that the failure rate on social software that's merely flipped on and expected to work wonders is 'pretty high.'  He adds, 'You have to learn how to be social and collaborate.'"

How does a company learn to be social and collaborate? Is this a technology issue or a change management issue?  We as individuals have jumped into the social and collaboration scene pretty easily.  We use Facebook for ourselves and our soccer clubs.  We tweet and use Dropbox to share all kinds of files, we use email distribution lists to organize school events, and we follow our friends and business contacts on LinkedIn.  The big question, however, is where does a business receive value from incorporating "social collaboration" internally?

My analysis is that business "collaboration" is an absolute requirement.  Mobile communications, smartphones and tablets have brought real-time data and real-time interactions to us all.  We receive real-time news, updates and business intelligence that enables us to make real-time data driven decisions no matter our location.  However,  we don't work in isolation or in a vacuum.  We still often need other people's input, recommendations and feedback.  It is a logical next step to have the capability to collaborate in real-time - to form a real-time and mobile collaboration group that can discuss and debate an issue, make a plan and act via mobile devices.  This capability is just as important when working with family, soccer clubs, friends, employees, customers or partners.  

Today, we all collaborate, it is just done badly.  We schedule 10 individual's entire day around a conference call that is often irrelevant or dominated by only a couple of opinionated people.  A great deal of time is wasted and little collaboration happens.  A better use of time and talent would be to create a collaboration session, and schedule a time period (e.g. 1-3 hours) to collaborate on a topic.  Invitations are sent, and people can share their thoughts and opinions back and forth during the designated collaboration period.  They can collaborate when it is convenient for them.  They can collaborate while listening in on endless conference calls.  They can conduct research and return with a thoughtful opinion.  They can fit their collaboration around customer calls and meetings.

Collaboration is a requirement for business.  The question is simply how to best collaborate, and what platforms and mobile technologies are best suited to help us.  


Kevin Benedict, Head Analyst for SMAC, Cognizant
Read The Future of Work
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility
Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and SMAC analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

Social and Mobile Rocking Organizational Charts and Processes

Yesterday in my research on enterprise mobility and social businesses, I came across two statements that I want to share with you.  They are from the book Social Business By Design.
  1. The impact of new social models and enabling tools, combined with the means to employ them effectively (think mobile), are remaking the landscape of business, society, culture and government.
  2. Social business is one of the biggest shifts in structure and process of organizations in business history.  It taps into entirely new sources of creative output (everyone on the network...mostly mobile), relinquishes structure that reduces productive outputs, and inverts methods of traditional control and decision making in work processes (as anyone on the network can contribute).
I don't think most businesses are yet aware of how transformational the SMAC (social, mobile, analytics and cloud) wave really is.  In my SMAC strategy workshops I compare this wave to a tsunami.  It does not care if social collaboration and enterprise mobility are budgeted in your three year plan, it is happening today, budget or not.

The Arab Spring, sprung without warning.  It was inspired by a shared situational awareness and organized by social networks and collaboration platforms.  We see similar flash responses to Bank of America raising service fees, and Netflix and Instagram changing their policies.  The world is a different place in 2013.  Companies must recognize the impact of real-time news and information flowing 24 hours a day around the world on mobile devices.  They must adapt their methods, operations and communication strategies to meet these new realities.

Companies can no longer control their brand or communications.  The crowds on social networks now control your brand and communications.  If you wish to influence the crowd, you must listen, engage, have a plan and a philosophy on how to participate.

This new reality significantly impacts how companies must address the needs of their employees, customers, prospects and partners.  People no longer look to the manufacturer or to the corporate office for answers, they ask the crowd on the social networks.  The sentiment of the crowd is where truth lies today, whether it is true or not.

Companies that seek to control all information and communications lose credibility in today's world.  Today businesses must be active members of the online community and be willing to participate in conversations about their business, products and services.  They must apologize when they make mistakes, thank the community for constructive feedback and share both good and bad on the networks.  Companies that embrace this social business concept will develop a community of loyal followers.

I am a long time enterprise mobility guy.  I default to thinking about moving data out to mobile apps and collecting data to sync back into an enterprise system.  The efficiencies are important in these scenarios, but today's SMAC developments are far more impactful and transformational.  They aren't just about efficiencies, they are about a revolution in business.
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Kevin Benedict, Head Analyst for SMAC, Cognizant
Read The Future of Work
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility
Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and SMAC analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

Mobile Devices, Management Structures and SMAC, Part 2

Last week a gentleman called asking my advice on mobile CRMs.  We discussed the size of his company and the specifics of his needs, but then he said something that was profound.  He said, "I don't think I need to collect and update a lot of contact information in the CRM these days, because it is all available online on social networking sites."  It is true!  I can track down just about anyone in seconds on my iPhone.

Today, if someone gets a promotion or changes job status, we can see that instantly on LinkedIn.  We can stay connected no matter if his work phone number and email changes.  The social and mobile CRM is upon us.

I was reading an Aberdeen report this week on SoMoCo (social, mobile, cloud) trends.  Here are the reasons companies said they are embracing the social CRM in particular:
  • Converse with customers on channels preferred by them (66%)
  • Provide information to groups of customers (54%)
  • Monitor customer sentiment (47%)
  • Collect customer feedback without solicitation (31%)
In addition, 66% of companies surveyed said they are using social channels to collaborate internally on customer issues.  My next article will explore how using social collaboration platforms and mobile devices used internally are changing the nature of management.

Also, I just finished a book entitled Social Business By Design that was quite enlightening.  I will be discussing this book and how it relates to mobility later in the week.

Read Part 1 of this Series here.


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Kevin Benedict, Head Analyst for SMAC, Cognizant
Read The Future of Work
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility
Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and SMAC analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

Mobile Devices, Management Structures and SMAC, Part 1

One of the best whitepapers I have read in a long time is, Don't Get SMACked - How Social, Mobile, Analytics and Cloud are Reshaping the Enterprise.  What I particularly like about this paper is its courage in predicting the future and exposing trends that most people may not yet be tracking.  I am a mobile guy, and mobility is deeply integrated into all aspects of SMAC (social, mobile, analytics and cloud).  Without mobility, many of the trends identified in this paper simply would not be happening.

Here is an excerpt, "The vast majority of Global 2000 companies currently manage through a command-and-control hierarchy.  However, millenials prefer to work in heterarchies instead of hierarchies.  What is a heterarch or "wirearchy" as it is also called? It is a dynamic network of connected nodes (most often connected via mobile devices) without predefined priorities or ranks." ~ Don't Get SMACked, Future of Work, Cognizant, November 2012

If you work in a big company and are in a hurry to find an answer, would you rather contact a person with the right title, or a person with the right answer?  Most of us would choose, "The person with the right answer!" Wouldn't you?

The following excerpt discusses power in terms of where the most emails are sent, not just where the titles lie, "In these networks [wirearchies], status is earned through knowledge and a willingness to share... the organizational chart may represent bestowed power, while the e-mail chart may represent earned power."  What does this mean?  It means the real powers in an organization are with those who know things and are willing to share them, not just the people with the titles.

SMAC trends are changing the very manner in which organizations operate.  SMAC is not only shaking up management structures and the way companies operate, but also countries and world politics.  Yikes!  I for one, as a political science major in college, find the SMAC trend to be a fascinating one to watch evolve.

I recommend companies developing an enterprise mobility strategy today, spend some serious time understanding the SMAC trend and how the mobility platforms being considered can help your organization support and evolve with this trend.

Read Part 2 in this series here.
Read Part 3 in this series here.
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Kevin Benedict, Head Analyst for SMAC, Cognizant
Read The Future of Work
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility
Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and SMAC analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

Mobile and Social Businesses are Changing Management

In the picture to the right, would it really matter if you took one small step to the left or right, or even one step back?  Probably not.  You are squashed either way.  I found this quote in the book Social Business by Design, "The real challenge is acting strategically enough to matter." ~ Dion Hinchcliffe and Peter Kim.

That quote resonates with me.  I don't think many companies have yet to understand the enormity of change happening in our society right now.  Aberdeen Group calls it SoMoCo (social, mobile, cloud), Gartner calls it the "Nexus of Forces" (social, mobile, information and cloud), Cognizant calls it SMAC (social, mobile, analytics and cloud).  The combination of these forces, all on your smartphone and tablet, are transforming entire industries and markets.

I speak with companies on a regularly basis that have mobility strategies that look like this:
  • Pilot mobile CRM apps
  • Pilot mobile HR apps
  • Pilot mobile BI reports for managers
The question I would ask again is: "Are these apps strategic enough to matter, and are you deploying at a fast enough pace to matter?"  

The pace of change is happening many times faster than most budget cycles and three-year plans support.  Businesses must recognize the pace of change, so they can know the pace they must respond.  The following quote I found in an article titled, Can Social Media Sell Soap? by Stephen Baker, "The impact of new technologies is invariably misjudeged because we measure the future with yardsticks from the past."

What does this quote mean to you?  To me it means we are measuring mobile ROIs with yardsticks, when we should be measuring in miles.  SMAC must be recognized for the importance and revolution it is.
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Kevin Benedict, Head Analyst for SMAC, Cognizant
Read The Future of Work
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility
Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and SMAC analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

Twitter, Smartphones, TV and Real-Time Feedback

There was an interesting article by John Letzing in the The Wall Street Journal on December 18, 2012, titled Twitter Creates New TV Metric.  It was about a new partnership between Twitter and the TV ratings giant Nielsen Co.  Apparently, Twitter becomes very active around different TV shows and Nielsen wants to be able to monitor and report on this activity.

Letzing writes that the joint service called, Nielsen Twitter TV Rating, will develop a metric based on Twitter activity.  These days, TV viewers increasingly have one hand on the remote and the other on their smartphone tweeting.  The new service will gauge "the reach of the TV conversation on Twitter," and provide "TV networks and advertisers the real-time metrics required to understand TV audience social activity."

This is a fascinating development to me.  It is a real-time-virtual-meets-human-meets-virtual-meets-bigdata (#VMHMVMBD) solution.  My apologies for the acronym.  It just seemed like a requirement.  This kind of real-time feedback has the potential to significantly impact broadcasters, TV production companies and the advertising industry.  I can imagine companies wanting to get immediate viewer feedback on new ad campaigns before making long term commitments.  I can see completely new business models erupting based on real-time tweets.  I can see companies connecting ad agency fees and contractual terms to the real-time social sentiment.

This partnership demonstrates more time-space compression.  There is less time between an event and event feedback.  Less time between feedback and adjustments or changes.  Viewers opinions from across a wide geographical landscape are immediately known.

The increasing pace of business introduced by social, mobile, analytics and cloud solutions will be a very interesting development in 2013.
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Kevin Benedict, Head Analyst for SMAC, Cognizant
Read The Future of Work
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility
Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and SMAC analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

Measuring the Value of Social and Mobile Solutions in the Enterprise


"The impact of new technologies is invariably misjudged because we measure the future with yardsticks from the past."  Stephen Baker

How does one measure the value of mobilizing and socializing an enterprise?  In the book Social Business by Design: Transformative Social Media Strategies, written by Dion Hinchcliffe and Peter Kim, they report that in 2010, McKinsey and Company published survey results of companies engaged in social business activities that  showed firms engaged systematically in social business processes had 24 percent higher revenue.  Frost and Sullivan found similar results showing companies that deployed social tools saw improved performance in innovation (68 percent versus 39 percent that didn’t deploy), sales growth (76 percent versus 50 percent that didn’t deploy), and profit growth (71 percent versus 45 percent that didn’t deploy).  From those results it appears something good happens to companies when they embrace the social business concept.  I think it is too early to say exactly how these improvements happened, but at this stage it is simply important to recognize the correlation.

Measuring the ROIs for mobile and social is difficult.  We know the exercise of determining an ROI is useful in order to set priorities, but most of us, down deep know these innovations are important and necessary even if we cannot exactly identify the ROI.  They have significantly changed the way we all communicate in our personal lives, and they are guaranteed to change the way we communicate in our work lives as well.  These innovations are changing the very way business is done.   At the least we should be studying these trends and engaging in pilot projects.

Some of the most significant changes social and mobile technologies are making in the enterprise today are based on:
  • faster communications
  • more open exchanges of ideas
  • reduced communication channel hierarchies that prevent open communication
  • communication accountability - names are associated with ideas
  • faster identification of problems
  • knowledge exchange
  • more collaborative decision-making
  • shared situational awareness
  • data-driven decision-making
What is the value of having enterprise-wide situational awareness?  What is the value of being able to see an entire project or account discussion in one collaboration site?  What is the value of eliminating artificial barriers to ideas and innovations?  It is a whole new way of doing things and we may have to develop new yardsticks for measuring these capabilities.
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Kevin Benedict, Head Analyst for SMAC, Cognizant
Read The Future of Work
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility
Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and SMAC analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

Interviews with Kevin Benedict