integrating digital into business

Today’s workshop

1.Current state (take stock)2.Future Trends / Opportunities

(innovation)3.Implications4.Next steps

Current State!

Opportunities & Future Trends

Digital business is delivering returns

Online communities reduce costs

Twitter drives sales

Online Customer Reviews drive sales

Online Forum members commenting drive sales

Forum members reply within 93 seconds – quicker than Customer Service staff?

Online campaigns drive sales

Listening to online channels avoided PR problems

Brand monitoring drove tailored, more effective campaign

Tens of thousands of product and services ideas created

Online component to events drove sales

Staff retention increased

World stage to interact and attract candidates

Charitable donations increased

Online Communities increased sales

Communities reduced customer service enquiries

Increased

$$

Improved service

Reduced costs

People retention

Improved quality

Avoid PR issues

Faster ideas, more of

them

Talent attraction

Whatever people earn, they’re

more than likely to be on Facebook

Customer service through new channels is expected

(doesn’t have to be 24x7 if communicated well)

Online Reputation ~ 5-star matters.

Customer service happens fast (& proactively).

Organisations experiment to find outhow to best use digital.

Leading organisations have explored & learnt how to integrate digital into

processes.

Using online well leads to increased productivity, innovation, greater talent development and generally an easier place to work, and…

The best case study is your own.

Workforce changes

Micro sourcing creates pressure for individuals to become more strategic

Global market and cheap tech means greater ease for new organisations to start

Staff can pioneer ideas and lead their organisation to understand.

Organisation charts change

Ref: @armano again

Collaborative cultures meet faster needs.

“it's simply how all business will operate in one way or another (many are well on

their way)”

WANTED: faster communication.

http://FixMyStreet.com

‘Crowd’ generated information.

“Mash-ups”: data combined – e.g. information from the ‘crowd” overlayed

on a map

Crowdsouring: “Hey Crowd, what are your ideas for our organisation?”

Crowdsourcing: Which idea is most important?

Essential Baby.139,000 parents leaving 10,000 posts a

day.(Australia’s largest online community for

women.)

Discussion: What is important for us to do

now?

~ Next steps ~