Reality Check: People and Organizations in the Digital Age
•
5 likes•3,637 views
This document profiles Jane McConnell, an advisor and analyst who has conducted research on digital transformation in large organizations for over 17 years. Some of her key findings include: - Digital capabilities have increased, with 80% of organizations allowing blogging/posting in 2008 and 65-70% enabling enterprise collaboration tools by 2014. However, only 53% find learning and 40% find customer service to be easy in digital workspaces. - Top-performing customer-facing teams are more likely to allow bring-your-own devices and use collaborative technologies. - While most organizations have a digital strategy, only 10% have fully implemented comprehensive frameworks and 49% communicate strategies poorly. - Improving customer experience and
Recommended
Recommended
More Related Content
What's hot
What's hot (20)
Similar to Reality Check: People and Organizations in the Digital Age
Similar to Reality Check: People and Organizations in the Digital Age (20)
More from Jane McConnell
More from Jane McConnell (10)
Recently uploaded
Recently uploaded (20)
Reality Check: People and Organizations in the Digital Age
- 1. 1 Jane McConnell • Advisor • Analyst • Workshop Facilitator People and Organizations in the Digital Age Reality Check jane@netjmc.com @netjmc
- 2. 2 They heard & said…
- 3. Researcher - Analyst - Writer 3 Harvard Business Review • AccorHotels • Air Liquide • Alcatel-Lucent • Allianz Global Assistance • BNP Paribas • Cartier • LafargeHolcim • Nissan • Renault • Rexel • SNCF • Société Générale • Sodexo • Vinci Strategy Advisor 17 years of extensive hands-on consulting experience with intranet and digital workplace strategy in over 60 large, global organizations. Ten years of research: annual surveys and reports since 2006 Tracking the trends in bringing our own devices to work. The company cultures that help or hinder digital transformation. Paris-based workgroup.
- 5. 5 It’s happening slowly but surely.
- 6. 6 Digital maturity is not a question of age
- 7. 7 Capability deployment Individuals - blogging, commenting, posting info directly Enterprise - networking, communities, team spaces… 80% 2008 Impact for people Individual and Enterprise 65-70% 2014 2016 Data collected end 2016, published in The Organization in the Digital Age 2017
- 8. Can people learn and develop their skills and knowledge in the natural flow of work? 8 53% in 2016 data Data collected end 2016, published in The Organization in the Digital Age 2017
- 9. 9 Capability deployment Individuals - blogging, commenting, posting info directly Enterprise - networking, communities, team spaces… 80% 2008 Impact for people Very easy or Relatively easy 53% Individual and Enterprise 65-70% 2014 Learning in the flow 40% 2016 2016 Data collected end 2016, published in The Organization in the Digital Age 2017
- 10. Can customer-facing people find the information they need, provide rapid service, collaborate with their customers and colleagues and in general have a smooth and efficient work experience? 10 0% 25% 50% 75% 100% Very easy Relatively easy Somewhat difficult Very difficult Impossible N/A 39% in 2016 data Data collected end 2016, published in The Organization in the Digital Age 2017
- 11. 11 Capability deployment Individuals - blogging, commenting, posting info directly Enterprise - networking, communities, team spaces… 80% 2008 Impact for people Very easy or Relatively easy Serving the customer 33% 39% 53% Individual and Enterprise 65-70% 2014 Learning in the flow 40% 2016 2016 2016 Data collected end 2016, published in The Organization in the Digital Age 2017
- 12. Can your organization can retain the knowledge and know- how of experts and specialists when they leave the organization? 12 0% 25% 50% 75% 100% Very confident Relatively confident Somewhat confident Not confident Not at all confident N/A 13% in 2016 data Data collected end 2016, published in The Organization in the Digital Age 2017
- 13. 13 Capability deployment Individuals - blogging, commenting, posting info directly Enterprise - networking, communities, team spaces… 80% Retaining knowledge 13% 2008 Impact for people Very easy or Relatively easy Serving the customer 33% 39% 53% Individual and Enterprise 65-70% 2014 Learning in the flow 40% 2016 2016 2016 Data collected end 2014, published in The Organization in the Digital Age 2015
- 14. 14 It’s happening faster at the edges.
- 15. 15 “As the gig economy continues to grow, many people will find themselves in a world of work that sales and customer service people have inhabited for years.” • Disconnected from the organization • Incentivized by performance • Living in the outside world https://www.linkedin.com/pulse/going-rogue-new-normal-jane-mcconnell Is going rogue the new normal?
- 16. 16 The Bring Your Own Movement Much Higher In Top Performing Customer-Facing Workforces • Top Segment: the 4% that responded “very easy” for customer-facing workforce • All: full survey base of approximately 300 companies https://hbr.org/2016/05/tracking-the-trends-in-bringing-our-own-devices-to-work BYOD Bring Your Own (Mobile) Device Top Segment All Financial Top Segment All Financial Top Segment All Financial 25% 50% 75% 100% Officially allowed Not officially allowed but tolerated BYOPC Bring Your Own Computer BYOPA Bring Your Own Application/ Public Cloud Services Data collected end 2014, published in The Organization in the Digital Age 2015
- 17. 17 Top Performing Customer-Facing Workforces: More Collaborative and Social https://hbr.org/2016/05/tracking-the-trends-in-bringing-our-own-devices-to-work Data collected end 2014, published in The Organization in the Digital Age 2015
- 18. 18 Yes, it’s a journey - but how long?
- 19. 19 10% 52% Comprehensive, clear, being implemented Strategy Building strategy and aligning initiatives into coherent framework Different independent initiatives A few isolated initiatives 26% 7% 20% 57% Compelling vision Yes Work in progress No 13% 20% 49% Communicated clearly Yes Work in progress No 28% (% of “No opinion” not shown here) Data collected end 2016, published in The Organization in the Digital Age 2017
- 20. 20 Digital transformation - primary focus Increase efficiency 20 40 60 80 100 Improve exis1ng business models Improve customer experience Improve employee experience Facilitate innova1on Strengthen digital mindset Improve decision-making Find new business models Support talent management All Maturingx NETJMC Data collected end 2016, published in The Organization in the Digital Age 2017
- 21. 21 CEO 11%5% 38% 47%C-level 58%43% 2014 Responsibility for digital strategy at the highest levels 2016 Data collected end 2016, published in The Organization in the Digital Age 2017
- 22. Senior management is still lagging. 100% Vocal + resources + participation + sustained commitment 15% Vocal + resources + visible participation19% Vocal support + resources54% % of Don’t Know not included Data collected end 2016, published in The Organization in the Digital Age 2017
- 23. Think about… Data collected end 2016, published in The Organization in the Digital Age 2017
- 24. 24 Jane McConnell • Advisor • Analyst • Workshop Facilitator People and Organizations in the Digital Age Reality Check jane@netjmc.com @netjmc