… Risky, Loaded and Ready to Help You Improve Your Business
 The Global Human Capital Journal’s coverage of the Forrester Consumer Forum 2007 continues with this session on the disruptive power of customers’ Web 2.0 activity. Charlene Li, Vice President and Principal Analyst, Forrester Research, briefed the conference on the disruptive character of consumer empowerment, which she and Josh Bernoff call “groundswell.” She explained why customers were revolting, a “ladder of participation” to describe who is driving the change and some suggestions for turning revolt into reform.
The Global Human Capital Journal published the overall conference wrap as well as in-depth coverage of several sessions. Access all through the link to the conference logo (right). Other articles will be published in the days ahead, and we invite you to subscribe to the forum’s RSS feed to be notified as they are published.
I assume that the title’s double entendre was intentional, but in any case, it captures many marketers’ attitudes toward the so-called Web 2.0 revolution. “We don’t want our customers to change. We want to maintain our marketing […]
Web 2.0 World Challenges Brands to Understand Value Propositions—Inner Human Desire Is the Keel
 The Global Human Capital Journal’s coverage of the Forrester Consumer Forum 2007 continues with this session on Playboy Enterprises’ experience with integrating social technologies into its multichannel offerings. Christie Hefner, Chairman and CEO, gave a doubly-valuable presentation because she addressed her company’s journey to online customer engagement and explained how Playboy’s transition was affecting its advertisers. It was obvious that she is a leader who rolls up her sleeves and understands her business.
The Global Human Capital Journal published the overall conference wrap as well as in-depth coverage of several sessions. Access all through the link to the conference logo. Other articles will be published in the days ahead, and we invite you to subscribe to the forum’s RSS feed to be notified as they are published.
Hefner’s advice for senior marketers was to remember that human beings are not fundamentally being changed, even though the way in which they relate and communicate may be changing dramatically. Our humanity, desires and impulses are a constant. Moreover, the […]
Social Computing at an Inflection Point—Preparing to Be Overwhelmed
The Global Human Capital Journal’s coverage of the Forrester Consumer Forum 2007 continues with this session on Delta’s experience with customer blogs. Moderator Henry H. Harteveldt did an excellent job setting up the session and letting Laura R. Hunnicutt, Delta’s General Manager of Customer Experience, talk with the audience about some real-world practical problems of moving executives’ legacy thinking to Web 2.0. Having enterprise visionaries and thought leaders added tremendous value to the conference.
The Global Human Capital Journal published the overall conference wrap and will have several other in-depth articles in the days ahead. You can be notified as to their publication by subscribing to the forum’s RSS feed.
This session showed that social computing can have a powerful strategic impact at inflection points in companies’ histories. As everyone knows, Delta is recently out of bankruptcy, and the airline business is difficult on a good day. The company is in a period of high risk-high reward, and Laura gave the audience a heartfelt behind-the-scenes look at the company’s Web […]
Dell and Procter & Gamble Innovation Leaders Share Web 2.0 Transformation Insight—The Slow Boil
The Global Human Capital Journal’s coverage of the Forrester Consumer Forum 2007 continues with this session on what I’ll hazard to call Innovation 2.0 ,^). David Armano of Critical Mass moderated this an infectious session. It was clear that Proctor & Gamble’s Stan Joosten and Dell’s Manish Mehta had been in the innovation trenches, and their comments were extremely valuable.
A key ingredient to Web 2.0’s transformational potential is that the technology is an order of magnitude more explicit, easy to use and less costly. It’s possible, and desirable in many cases, to take small steps. On the other hand, Dell took a risky step in launching Direct to Dell in the midst of serious customer service problems, and it leveraged blogs to turn the situation around.
The Global Human Capital Journal published the overall conference wrap as well as in-depth coverage of several sessions. Access all through the link to the conference logo (right). Other articles will be published in the days ahead, and […]
Case Studies Presage Imminent Adoption of Social Technologies—Emerging Markets Prize In Balance
A who’s who of global marketing executives convened on the Hilton Chicago October 11-12, 2007 for two days of cramming on social networks, emerging technology and transformation. It certainly felt like an inflection point: analysts’ insights and technology pioneers’ zeal were tempered by corporate stories in the trenches. Based on my experience with previous adoption curves, I predict a significant jump in Web 2.0 adoption by corporations next year.
Depending on your industry, the next six months will be your last chance to be early to market. As success stories become more widespread and executives realize that Web 2.0 has very low barriers to adoption due to the social Zeitgeist and a relatively low price point, the use of social technologies will rapidly become mainstream. The main barrier to adoption is cultural resistance and organizational inertia.
Although this was not a technology conference, in my conclusions, I will provide some insights about why and how Web 2.0 represents a fundamentally new technology value proposition that makes it […]
Over-Publicized Problems and Unusual Opportunities—A Way to Monetize Collaboration?
 Financial Markets World held its conference, Web 2.0/Enterprise 2.0 in the Capital Markets Industry, in New York City on 17 September 2007. Invited as a panelist on the bleeding edge track, “Web 3.0: Where Are We Going,” I nonetheless had time to scribble some notes to cover some of the sessions.
Enterprise 2.0 is being adopted by investment banks and the capital markets industry, but adoption is being dampened by two flies in the ointment: 1) the industry is highly regulated, and compliance forces firms to have control of their data, which means CIOs are hesitant to try new technology that may introduce risk; 2) enterprise 2.0 doesn’t yet have a locked and loaded business case. It’s early, and all conference sessions reflected that.
The Global Human Capital Journal’s coverage comprises summaries of all the sessions, as well as more in-depth coverage of three of the sessions. To access all the articles in one click, use the Financial Markets World tag. This article contains the summaries as well as my analysis and conclusions of […]
Adoption Weakened by Compliance Risk and “So Obvious It’s Invisible” Value Proposition
 The Global Human Capital Journal’s coverage of Financial Markets World’s Web 2.0 in the Capital Markets Industry conference continues. In this session, Dion Hinchcliffe, a leading writer and consultant in Web 2.0 and Enterprise 2.0, described how capital markets firms were adopting Enterprise 2.0. After some general points on enterprise 2.0 adoption, he referenced early work of Dresdner Kleinwort, AOL, T. Rowe Price, Wells Fargo and JP Morgan. As usual, I’ll summarize his remarks before sharing my analysis and conclusions.
Dion has collaborated repeatedly with O’Reilly, the folks who officially coined the term “Web 2.0” and hold one of its most well attended conferences. He began his presentation with the definition of Web 2.0: (using) “networked applications that explicitly leverage network effects.” In my view, that means purposely leveraging P2P (peer to peer) technology. They scale exceptionally quickly because they are easy to use, people who like to use them do so on their own time and for their […]
A Glimpse Inside the Emerging Divide between Wall Street Professionals—How Many Goldman Employees Are on Facebook?
The Global Human Capital Journal’s coverage of Financial Markets World’s Web 2.0 in the Capital Markets Industry conference continues. In this session, Tom Steinthal of the BSG Alliance wrapped the conference by crystallizing several Web 2.0 concepts with passion and panache. Tom is Managing Director of BSG Alliance’s Financial Services practice. Previously he has managed equities technology teams at Goldman Sachs, Donaldson, Lufkin & Jenrette, Credit Suisse, JPMorgan Chase and Prudential. Further back, he led Nasdaq technology teams and designed and implemented Nasdaq trade order management and market making systems. He has been a member of various Nasdaq and NASD technology committees and has been Series 7, 3 and 55 licensed.
Wall Street firms will increasingly get caught up in several threads of culture change, but he emphasized two: the generational divide and, related to it, collaboration vs. control. In this context, “building an enterprise 2.0 system ’employees’ will use” must take into account very different styles of working and […]
Just Released—CSRA Market Advisory Highlights How I-Banks are Using Web 2.0 to Drive Competitiveness
![Enterprise 2.0 A Game-Changer for Investment Banks [Market Advisory]](http://rollyson.net/wp-content/uploads/2007/09/Mkt_Advisory.gif) This summer, “Enterprise 2.0” began to get legs as the new moniker for applying Web 2.0 to the enterprise, reflecting that pragmatists are raising their eyes for an exploratory glance. The market advisory shares how global investment banks are using Enterprise 2.0, and it suggests action steps for executives to take this year and next. Here is the executive summary and a few choice concluding points:
Enterprise 2.0 Enables Executives to Digitize and Monetize Collaboration for the First Time
This is so simple that many will miss it and open themselves to disruptive competition…
Banks increasingly use wikis, blogs and other Web 2.0 tools for mission-critical processes, as shown through the examples of Citi, DrKW, Morgan Stanley, ING and JP Morgan.. Enterprise 2.0 is a new term that denotes corporate adoption of Web 2.0 and social software tools. It offers investment banks an unusual opportunity to reduce risk and improve their earnings and profits by increasing returns on process, human and knowledge capital. However, Enterprise 2.0 also confronts banks […]
Converged Experience Presages Telecoms Transformation—Reexamining the Value Proposition
 CTOs Chris Rice (AT&T), Pieter Poll (Qwest), Mark Wegleitner (Verizon) and Matt Bross (BT) agreed that the discrete services that telecoms now offer would morph into a seamless, hyperavailable cloud of communications services. The converged experience will be seamless, feature-rich and accessible when, how and where consumers want. Telecoms’ ability to deliver will drive their stock prices in the near term and was the focus of the discussion.
From an operational perspective, telecoms have been too focused on product/service P&L. Now they have to eliminate barriers between products, so the customer can have a context-appropriate, seamless experience. The first phase of this transformation is bundling existing services; however, the real value will come from innovating new services. All applications will be unified around an IP (Internet Protocol) infrastructure. Telecoms don’t need to integrate networks; they need to build networks that interoperate.
Between the lines and longer term, telecoms must reexamine their value propositions because we are coming to the end of the era in which custom applications and proprietary interfaces were necessary to integrate networks’ “islands of automation.” Network-centric software […]
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