- Forrester Councils
- Councils Overview
- log in
Posted by Henry Dewing on January 19, 2012
IBM, as always, put on a really big show at Lotusphere this year. More than 5,000 attendees from all walks of IT and business came together to find out how IBM could help them execute their business strategies — and IBM promised to help them make their business social, and thus more personal and effective. Every IBM executive that I heard present or spoke with had one thing in mind: how to help customers evolve the culture of business from one where employees hoard information and rely on their own ability to solve problems to get themselves and their firm ahead to one where sharing information and insight enables better decision-making and better customer service.
Over two and a half days, I talked to (or heard presentations from) dozens of companies leveraging social technologies to accelerate their business, including:
All of these companies leveraged social tools from IBM, but the results were ultimately driven by employees adapting to a culture of sharing and mutual accountability. Engaging with peers, customers, or suppliers in human ways to solve problems and create solutions is the key to creating value — social platforms are just a tool.
This is the lesson for vendors: continue to create the tools that enable businesses to leverage the wisdom of the crowd, moving from a group of individuals pursuing a shared goal to a team working together to “enchant” their customers (Guy Kawasaki coined this phrase and repeated it when onstage on Tuesday).
IT professionals will have to learn how to adapt these tools to their business and processes, but more importantly they will have to show their users how to work in a culture where sharing information is ultimately more valuable than hoarding it.
Lead BT Transformation
Develop customer-obsessed strategies to drive growth »
Forrester's CX Index
Predict how actions to improve CX will affect revenue performance.
Measure the customer experiences that matter most »