Empowered

© 2010 Forrester Research, Inc. Reproduction Prohibited1 © 2009 Forrester Research, Inc. Reproduction Prohibited

Rebalancing The Matrix: How Empowerment Affects Every Group

Ted Schadler, Vice President & Principal Analyst

Coauthor of Empowered

June 7, 2011

© 2010 Forrester Research, Inc. Reproduction Prohibited3

This analysis resonates with Forrester’s data

Employees are not all the same – they segment into groups

The requirements and opportunities in each group vary

But in general, these things are true for every employee:

– Empowerment matters – it drives problem-solving

– Consumerization matters – it drives groundswell innovation

– Collaboration matters – it improves productivity and outcomes


Four groundswell technologies empower customers and employees alike

Smart mobile devices

Social technology

Pervasive video

Cloud computing

services

Pervasive video

124 million Skype users*

37% use it for business*

Social technology

500 million on Facebook

26% use social for work

Smartphones

35% use smartphones

14% use one for work

Cloud computing

Startups use the cloud

18% use SaaS for work

* Source: Skype S1 filingSource: Forrsights Workforce Employee Survey, Q3 2010 (Base: European information workers)


Source: Flickr (http://www.flickr.com/photos/sepblog/3555130776/)

Only an empowered employee

can serve the needs of an

empowered customer.



HEROhighly empowered and resourceful operative


HEROes are the natural

inhabitants of The Commons.

They innovate, advocate, and lead.

They also use technology to do it.


Employees agree: they have better technology at home than at work

67%

58%

47%41%

Gen Y (18-30) Gen X (31-44) Younger Boomers (45-54)

Older Boomers + Seniors (55+)

“The technology I have at home is better than the technology I have at work”*

*6 to 10 responses on a

scale of 1 to 10, where

10 = “Describes me

completely”Source: Forrsights Workforce Employee Survey, Q3 2010

Base: 5,519 information workers


What percentage of information workers . . .

. . . do at least one

of those things?

. . . pay for a smartphone

used for work?

. . . download and regularly use

applications on a work computer?

. . . regularly use unsanctioned,

login-required Web sites for work?

Base: 2,287 European information workers

8%

14%18%

30%

Source: Forrsights Workforce Employee Survey, Q1 2011


Why do employees harness do-it-yourself technology?

46%

37%

27%

Base: 2,287 European information worker HEROes

It is something I use at home

and want to use for work

It is better than what

I’m provided at work

I needed it, and my company

didn’t provide an alternative

Source: Forrsights Workforce Employee Survey, Q1 2011


Employees master technology at

home then see ways to use it to solve

customer and business problems.


We call it the empowered workforce

http://www.forrester.com/empowered


HEROes are different because they:

Innovate

– 33% of HERO employees have improved a work process in the last year

– Only 13% of disenfranchised employees have

Advocate

– HERO employees net advocacy score is +32%

– Disenfranchised employees net advocacy score is only -20%

Lead

– 28% of HERO employees lead teams

– Only 16% of disenfranchised employees lead teams


There are three reasons that

you must empower employees.

(Besides the fact that they will

inevitably empower themselves.)


Source: Flickr (http://www.flickr.com/photos/sepblog/3555130776/)

Reason No. 1: engagement

Only an empowered employee

can serve the needs of an

empowered customer.



Empower employees, so they can engage to solve customer and business problems

HERO

compact


Reason No. 2: innovation

Employees harness

technology to find new and

better ways to get things done.


Source: Britannica (http://www.britannica.com/) and WCM Associates LLC (http://www.wcmfg.com/KaizenSupplies.htm)


Deloitte Australia: Yammer spread virally


Reason No. 3: listening

To know what’s going on,

employees need the same

tools that customers have.

Source: Twitter (http://search.twitter.com/search?q=toyota)


Your customers drive the empowered agenda

Engage

What is IT’s role? What is your role?

What is the role of marketing? Sales? Customer service? Products?

What has to change?

Technology empowers people: mobile, social,

video, cloud

Empowered customers

Empowered employees

Listen


Who moves to the new commons?

Who stays where they are?


Three things to analyze for each quadrant

Which quadrants grow over time? Which ones shrink?

How important is consumerization for people in this quadrant?

How important is empowerment for people in this quadrant?

Grow or shrink?

Consumerization?

Empowerment?

© 2010 Forrester Research, Inc. Reproduction Prohibited24Source: Sogeti

Grow or shrink?

Consumerization?

Empowerment?

Grow or shrink?

Consumerization?

Empowerment?

Grow or shrink?

Consumerization?

Empowerment?

Grow or shrink?

Consumerization?

Empowerment?

© 2009 Forrester Research, Inc. Reproduction Prohibited

Thank you

Ted Schadler

+1 617.613.5975

[email protected]

Twitter: @tedschadler

http://blogs.forrester.com/ted_schadler

www.forrester.com

www.forrester.com/empowered

Empowered

Technology

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