Every year Forrester’s Groundswell Awards recognize the most innovative social and mobile programs with a measurable business impact. Once again in the business-to-employee (B2E) category we received many outstanding examples of companies empowering their employees with these technologies to solve customer and business problems. This year’s entries highlight a growing sophistication in how companies are applying mobile and social to transform their operations. This year’s entries featured:
More complex mobile and social technology integrations. Both our Mobile winner and runner-up combined mobile forms and location data with a social application to more efficiently allocate resources in the field. We received multiple entries in the Collaboration category featuring companies applying gamification to communities and to CRM, and as well as integrations between real-time and asynchronous collaboration tools. These integrations multiply the power of the technologies and create new and interesting use cases.
More targeted customer impacting applications. Customer-facing employees often represent a direct opportunity to show the business impact of social and mobile technologies. This year’s entries saw a number of applications to empower sales, field operations, and customer service roles with tools to increase customer engagement and improve satisfaction scores by speeding up delivery and equipping employees with the right information.