Workplace 2020 Keynote at Leadership Summit 2013

Workplace 2020

® 2013 Dachis Group 3

IntroductionDion Hinchcliffe

• ZDNet’s Enterprise Web 2.0• http://blogs.zdnet.com/Hinchcliffe

• ebizQ’s Next-Generation Enterprises• http://www.ebizq.net/blogs/enterprise

• Chief Strategy Officer• http://dachisgroup.com

• mailto:[email protected]

• : @dhinchcliffe

Spring 2012

http://blogs.zdnet.com/Hinchcliffe

http://blogs.zdnet.com/Hinchcliffe

http://www.ebizq.net/blogs/enterprise

http://www.ebizq.net/blogs/enterprise

http://hinchcliffeandco.com/

http://hinchcliffeandco.com/

mailto:[email protected]


® 2013 Dachis Group 4

What will work look like at the end of this decade?

What will it mean?

(cc) 2013 Dachis Group. Creative Commons. Some Rights Reserved.

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We Live In Era of Change

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2013 2020Lifespan of

S&P 500 Company ~15 years ~9 years

Portion of Digital Natives in Workforce 35% 75%

Speed at which data in world doubles ~2 years 3 months

Core Focus of IT Systems of record

Systems ofengagement

Percentage of ITunder CIO control 66% 10%


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Communication is changing

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Usage delta on common workplace communications tech


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An entire generation of technology is shifting...

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Happening almost all at once

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Pervasive disruption is here...


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The good news: Technology is driving business productivity

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But is this coming from traditional IT?

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Is IT leading innovation today?

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Yet 60% of CIOs believe they should be driving growth and productivity.

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Source: Deloitte Survey, 2011


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But technology change is happening faster than ever before

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Tablet

The tablet is the fastest adopted mainstream technology in history


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Workers

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IT

Another Way ofLooking At This

World

(Not To Scale)


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New Digital Engagement Channels Are Now The Focus

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And wherethe value is...


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The channel shift has been global

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From: Social Business By Design, 2012

1.3 billon

people


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Yet most businesses are still immature with digital

Webinars

social mediaP2P video

online video

direct mailmobileapps

Competent Maturing

Immature

cloud

big data gamification


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Is all this change worth it?Life Expectancy of S&P 500 Company Pace of Technology Change

Human Population Growth


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The future: The fast co-evolution of tech & business

• Technology makes all new things possible

• Society and business adopt the new tech...

• Driving new aspirations, expectations, and innovations...

• Which creates new technologies...

• Today: Cycles in years and months

• 2020: Weeks and days

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technology

business


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Driving systemic changes in business and IT

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The Types of Workplace Change

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Technological

Cultural

Structural

Process

new types of devices

smart mobility

open APIs

social media

new UXs

comfort with self-service

app stores

tech savvinesspredilection for sharing

desire for work flexibilityexpectations of

job security

virtualization of workforce

social media communities

peer production

crowdsourcing

user generated content

social business processes

networks of networks

non-hierarchicalmanagement

wearable tech

big data

community management


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What will these workers be like?

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Source: Cengage


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As we move to community-led workplaces...

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• Story of Valve: A major company that is entirely non-hierarchical and self-organized

• Story of Intuit: A company that used mass peer production with its customers to create breakthrough customer care See case study in Social Business By Design


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Workforce engagement is the challenge

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The opportunity: In large companies, most employees are not well engaged


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Yet the benefits of better engagementcould not be more clear...

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The management view of engagement

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A physical view of the future engaged workplace

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The case for building more engaging workplaces

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Source: AON

Only in North America is engagement declining


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Perhaps the most significant change...

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Mobile is where engagement will happen

• Smart mobile devices outshipped PCs in early 2011

• Tablets are expected to on par with PCs this year

• Smart mobility strategies (particularly the iPad) have now become a top priority of most Fortune 500 CIOs

• Global mobile data going geometric is going to be the largest challenge to growth and use

• App stores are creating all new conduits between IT suppliers and workers

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Mobile Internet Ramped Up Faster ThanDesktop Internet by 10x

Source: Mary Meeker, Morgan Stanley

® 2013 Dachis Group. Confidential and Proprietary

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But Channel Fragmentation Is Now The Norm

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400 social networks with over 1 million users = aggregate audience of about 1,400 million

2 billion mobile Internet users + 100 millionnext-gen smart phone users across hundreds of device types

Have Become The De Facto Primary Channels for Customer and Worker Engagement

+


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The Risks of Inaction on Mobile Engagement


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The Smart Mobility Lesson

•Mobility isn’t just about computing that can move around

•It’s a fundamental re-invention of computing

•Powerful new business possibilities now exist

•We must reinvent our businesses around what these new platforms make possible


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Why Smart Mobility is qualitatively different

• Sensors (and lots of them)• Always connected• Location awareness in 3D space• App stores• Long battery life• Always on• Touch-based interfaces• Voice control• New operating systems• Integrated usage


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Opportunity - The Stories

• Augmented Reality • Real-time Translation• The “Taxi” Button• Multi-point Video Conferencing• The CRM “lite” app & “walking the line”• Business intelligence


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Wearable Work Tech

Hitachi Business Microscope Google Glass

Enterprise Smart Watches


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Machine Brain Interfaces


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Everything will have an IP address


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Replicator technology has arrived

• 3D scanning and printing will fundamentally remake supply chains

• Design becomes the most important element of business

• Homes and workplaces will increasingly focus on suppliers of design, rather than suppliers

• For many industries, workers will have to move from building things to designing them

• A growing majority of things will eventually be 3d printed for work or home


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What other changes to the workplace?

• Rethinking the office• Virtual spaces. They’re

back.• Unification of

communication• Mass, open

participation in business processes

• Community-centric work platforms

• The collaborative economy mobile office pods


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Key data point #2

• Social is now the dominant form of Internet communication on the planet

• Enterprises are 2-4 years behind the rest of the world.

• Yet data shows that revenue of social businesses is 20+% higher on average. Profitability is better too.

- Source: McKinsey and Frost & Sullivan

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The Adoption Rates of E-mail, Social Networks, and E2.0

20112006

1B

750M

500M

250M

2007 2008 2009 2010

Sources:

Glo

bal U

sers

projected

ConsumerSocialNetworks

E-mail

100%

75%

50%

25%

Enterprise 2.0

comScore, Hitwise, and The Radicati Group, Forrester, APC, Intellicom, Neilsen Norman Group, Social Business Council, NetStrategy/JMC

high estimate

low estimate

Per

cent

of

Ent

erpr

ises


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Hundreds of public social networks...

44...channel fragmentation


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21% increase in bottom line in Q4 2011


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Organizations that extensively use social media have 1.6 times higher profit growth.

-Frost and Sullivan


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The benefits of social engagement

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Fully social organizations get outsized benefits

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Source: 2011 McKinsey Web 2.0 Survey

3,103 large firms represented in total


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The biggest challenge: Engaging at scale

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The Cloud Is Increasingly Subversive

• It’s in our worker’s homes• It’s on their laptops and PC at work• It’s in our worker’s pockets• It’s the world’s largest IT department• It has all the data• It has all the apps• It has all the people

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A new mindset has arrived: Consumerization

• “It’s not so hard, I can do this myself.”• “There’s an app for that.”• “I’ll just install this myself.”• “What’s the URL for that?”• “We’ll ask for forgiveness instead of permission.”• “This app is way too hard to use. I’ll use my own.”

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Simple Fast Easy

And WorksThe Way

They Want It To

DIY


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A tidal wave of data

• 80-90% of IT information is not accessible

• The amount of information today is just a trickle compared to what it will be in 2-3 years

• It will require all new technologies and skills that IT departments don’t have

• Google Search and Analytics has taught all of us how easy it should be

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Our information landscape is now measured in millions of exabytes

• Social ecosystems are largely responsible today.• Soon it will be sensors that are the dominant data

source.• The good news: Information is no longer

submerged.• However, it is increasingly becoming an onslaught.

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1 EB = 1,000,000,000,000,000,000 B = 1018 bytes = 1 billion gigabytes = 1 million terabytes

VisibleKnowledge Us


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“Information overload is not the problem. It’s filter failure.” - Clay Shirky

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Big Data in the future workplace

• Obtain simple, easy to use business intelligence tools anyone can use

- Don’t forget Google is a big data app• Should be cross silo• Must integrate internal

and external data• Must provide actionable business-level insights,

not just raw stats• Some existing BI tools can do this• Then “Moneyball” your business processes• But brand new online services will typically bring

this to your organization

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Last year, WiseWindow, a syndicated data provider, provided its real-time social media sentiment measurement technology, Mobi, across Bloomberg's network of 300,000 desktop terminals.The Story:

The Motivation:

WiseWindow showed social media sentiment correlated with stock returns, saying “Only the aggregate opinions from ALL sources are truly predictive of an industry's stock prices." Their social data analysis was found to boost investment returns by over 30% annually.

Industry: Finance

In 2011, when the 5.8 magnitude earthquake hit Virginia, Twitter turned out to be the first and richest source of data, even over the official U.S. Geologic Survey.

The Story:

The Motivation:Many visualizations have been created to show how the information about natural disaster (see the Wall Street Journal example below, on the Virginia earthquake) The U.S. Geologic Survey is now exploring how to use social media to augment its own reports, which take 2-20 minutes to issue.

Industry: Disaster Management

T-Mobile wanted to get out ahead of customer defections to other carriers. They needed an accurate and scalable source of information. They looked to social media.

The Story:

The Results:The firm integrated big data across their IT systems, using near real-time the analysis of 33M customer data records, web logs, billing data and social media information. The result: The company was able to cut customer defections in half in a single quarter.

Industry: Telecommunications

Source: Financial Times

® 2012 Dachis Group

So. How Do We Get There?

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For IT, tech change today is nearly unsustainable

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Rethinking tech adoption

• Ignoring technology change isn’t the answer

• Maintaining backlogs isn’t the answer• Giving up isn’t the answer• Proceeding in the same direction isn’t the

answer• Letting everyone do whatever they want

isn’t the answer

• Should we look at new models for IT?

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Facing Reality:IT is becoming pervasive and user-driven

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• In 2000, only 10% of IT was unsanctioned or outside of central control

• Today that’s 30% and climbing quickly.• Gartner now says 90% by 2019

2000 2010

CoIT

TraditionalIT

2013


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We Must Become Resilient to Constant Change

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There is great economic and social value in achieving this (in pink above)


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How do we design for loss of control?

• “Make change an integral function. Native.” - JP Rangaswami

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growthrefinement

disruptionrenewal

cycles ofchange

frequentadaptivecourse

corrections

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Designing The Future Workplace• Empower workers and business

partners on the edge: New techfundamentally changes what’s possible

• Unconstrain: Provide everyone simple, easy to understand rules of engagement for social, mobile, big data, and cloud.

• Lay the foundation for managing and governing 10-100x more IT and data.

• Throw out the traditional IT playbook & go “emergent.”• Identify future workforce skills, then cultivate or hire for

them.- Engagement skills of every flavor- Both IT & the business must become design thinkers- Continuously cultivate, measure, and optimize workforce

engagement• Become a change agent and an IT revolutionary. You

might not have your job in it’s current form long anyway.


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Also See: Social Business By Design

• Published May, 2012• From John Wiley & Sons• The definitive management

strategy guide and handbook on social business.

• Explores major real-world successes and how to emulate them..

• The most complete and business-focused statement on what social business is and why it’s strategically vital.

• Recently #1 in Amazon’s Hot New Releases

• Companion Web site at

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http://socialbusinessbydesign.com



Thank [email protected] | @dhinchcliffe

