Posts Tagged ‘Collaboration’

Open Innovation, Collaboration & Engagement – Drive Business Transformation

My presentation on Open Innovation, Collaboration & Engagement – Drive Business Transformation at Salesforce Chicago Customer Company Tour, April 2013

Topics Covered:

– Become a Customer Company

– Journey of a Social Customer

– Innovation Challenges

– Why Open Innovation

– Business Benefits & Value

– Use Cases

Presentation Link:


In today’s social world, our customers and partners are more connected than ever and are becoming self-organizing knowledge networks. It’s a world where companies who know how to tap into these networks and engage them will drive business transformation, create innovative products & services and succeed in the long-term.

Today, products and services are brought to life outside through engagement models and technology platforms that connect internal employees with partnerships and communities outside of an organizations 4 walls. Open Innovation enables the process and platform  that bring you closer to your ecosystem (employees, partners, vendors, customers, consumers, brand advocates, etc) while finding ways to create something new.

To connect, engage and co-innovate with customers, companies will need to communicate and collaborate efficiently internally at every stage of the customer’s journey.

• Marketing teams will need to connect & collaborate with customers and partners, continuously monitor and listen in to their conversations, collaborate with other internal teams to do campaigns effectively, create leads & opportunities.
• Sales teams will need to connect & collaborate with customers and partners, collaborate with other internal teams on deals, source and provide the best information back to customers
• Service teams will need to connect & collaborate with other internal team to provide the necessary support & customer intimacy quickly at all times and across various channels.
• Companies will need to continuously mine and analyze data to gather the necessary business and customer insights and share it back to the networks to make the necessary business decisions.

This integrated hyper-connecting and self-organizing knowledge networks will drive business transformation , customer engagement & satisfaction, innovation, creativity & productivity across the value chain.

Journey of a Social Customer

Journey of a Social Customer

Open Innovation Framework

Open Innovation Framework


Drive Business Transformation & Engagement Through Gamification – Part 1

August 12, 2012 1 comment


We as humans always like to have choices, overcome challenges, improve skills and be social with others. This is especially true for employees within organizations where employees need to be connected, collaborative, engaged and motivated to meet the necessary goals and objectives. Today less than one third of the workforce is engaged which results in $300B loss annually.

The consumer-oriented gamification platforms are transforming the way that people communicate, collaborate, engage and compete with others. These have the potential to transform the way employees can share, learn, collaborate, communicate and engage effectively and efficiently within an organization and with their customers and partners. Organizations are always looking for better ways to improve collaboration, motivate and engage employees, improve customer and partner engagement, achieve high performance, manage innovation better, facilitate employees to learn and master new skills & adopt new tools quickly.

According to recent studies done by Harvard Business Review, McKinsey, Workspace Research Foundation and others, organizations that manage disengaged employees resulted in the following

  • 32.7% decrease – Employee’s impact on operating income
  • 17% – Employees who say they know how to meet customer’s needs
  • 13% – Employees who would recommend their company’s products and services
  • 3% – Employees who actively advocate for their company
  • 3% – Employees who say their job brings out their creativity
  • 11% – Employees who say they are very often happy at work
  • 6.19 days – Average sick days taken per year
  • 84% – Managers who don’t know how to accurately measure their teams
  • 7% – Employees fully understand their company’s missions and what’s expected of them in order to help achieve these goals

See related post on ‘Drive Business Transformation Thru Enterprise Collaboration & Gamification Presentation – Enterprise 2.0 Conference, 2012’

See my collection of Gamification Infographs in Pinterest

Gamification has been generating a lot of buzz over the past 2 years and it’s high on the Gartner “Hype” curve as shown below. Per Constellation Research, by 2013 50%+ of all social business/collaboration initiatives will include an enterprise gamification component. Per Gartner, by 2014 70%+ of the 2000 largest global companies will use gamification for at least one aspect of their organization and by 2015 50% of companies that manage innovation processes will gamify those processes.

Many organizations have leveraged this emerging technology very successfully internally and externally with customers and partners to meet various goals and objectives.

I have developed a strong passion in Gamification second to Social Business/Collaboration and truly believe that Gamification will transform business and will lead to more engagement across the enterprise. Let’s start with some basics in this post and I will deep dive in to basics, myths, strategy, framework, methodologies, best practices, pitfalls and use cases in my future posts.

What’s Gamification?

Gamification is the application of Game Mechanics & Principles into Non-Gaming environments to improve “Engagement”, “Motivation” & meet “Desired Outcomes” by tapping inherent Human Motivations.

Following are some top business benefits and value:

  • Fosters and improves employee engagement, performance & motivation
  • Improves customer engagement & loyalty
  • Increases participation in key programs
  • Expedites learning & mastery of new skills
  • Facilitates and improves adoption of new technologies & business processes
  • Improves collaboration & innovation
  • Increases sales and services improvements

Gamification is about human motivation, engagement and changing behavior to meet the desired outcomes. By addressing the discretionary performance (shown below), organizations can achieve more productivity, engagement & performance. Gamification is one of solutions that can be applied successfully to address this gap.


For example, check out the following 2 videos that specifically target the human motivation to get the desired outcomes.



Following are some great examples of how organizations have successfully leveraged and applied Gamification to meet he desired business outcomes.

  • NTT Data Americas rolled out a collaboration platform and months later only a hundred or so employees were actively using it. To encourage better adoption, the company introduced the concept of karma points and badges, and soon enough, the collaboration platform shot up to 4K active participants. An extension of the collaboration effort was to encourage employees on the platform to assist each other in solving typical help desk problems instead of relying on IT. This has freed up IT department to work on bigger picture projects that it otherwise would not have gotten to. Click here to learn more about this use case.
  • Deloitte Leadership Academy launched an innovative digital executive training program for more than 10,000 senior executives in over 150 companies around the world. Deloitte leveraged and applied gamification to its leadership development programs to improve adoption, engagement and take learning to the next level so that participants feel a sense of accomplishment as they contributed, shared knowledge and completed learning programs.  Participants received badges, rewards and they shared these on their social networks. Click here to learn more about this use case.
  • Samsung launched an innovative customer loyalty program called Samsung Nation to engage with their customers, learn about their needs, gather ideas and feedback and most importantly connect with during and between their purchase cycles. Samsung leveraged and applied gamification successfully to its social loyalty programs where customers can earn badges, move up the ranks and have fun discovering everything has to offer. Customers can unlock badges and level up just by visiting, reviewing products, watching videos, participating in user-generated Q&As, and much more. Customers can also see what others are doing in real time and even uncover a few surprises along the way.

Appreciate your feedback!!

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Business Transformation Through Enterprise Collaboration – AIIM Social Business Conference 2012

March 21, 2012 1 comment

My presentation on Business Transformation Though Enterprise Collaboration at AIIM Social Business Conference 2012.

Following are the topics…

  • Top Technology Trends
  • Business Needs & Challenges
  • Enterprise Collaboration – Overview, Key Tenets
  • Strategy & Approach
  • Top Obstacles & Adoption Challenges
  • Adoption Strategies
  • Sample Architecture Reference
  • Implementation Approach – Maturity Model
  • Enterprise Gamification + Collaboration – Value?
  • Sample Metrics

Click on the image to view the deck


Enterprise Collaboration breaking down Silos

We had a great conversation with IT Business Edge on how Social Intranet is breaking down silos and helping our organization moving forward and have more collaboration, communication and innovation.

Click here to view the interview/article.

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Categories: Collaboration Tags: ,

Enterprise Collaboration Project Recogntion by Computerworld 2011 Honors Program

Recipient of 2011 Computerworld Honors Program Laureate award under the “Collaboration” category for implementing Collaboration technologies that transformed business and created “true” value to the organization.

Technology Solutions included: Enterprise Collaboration & Innovation Platform, Document Management & Collaboration, Digital Media Management & Collaboration and Cloud Security & Identity Management.

Project Information Link: Enterprise Collaboration

Award Case Study:

Collaboration Award Category Description

Recognizes organizations for the innovative use of IT to promote knowledge-sharing and enable collaboration on mutually beneficial economic, social, environmental,   health or research initiatives across organizations, industries, countries and/or continents.

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