The Future of Communication and Collaboration for Business
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Freedom Communications & Microsoft hosted the Future of Communcations and Collaboration for Businesses at the House of Commons on 28th November 2013. This powerpoint includes slides from all speakers: Chris Luff, Director, Freedom Steve Tassell, Enterprise Social Lead, Microsoft Greig Valentine, Head of Solution Consultancy, Freedom Andrew McManus, CIO, National Exhibition Centre Pat Botting, Managing Director, Freedom
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The Future of Communication and Collaboration for Business
- 1. The Future of Communication and Collaboration for Business 28th November 2013
- 2. The Future of Communication and Collaboration for Business Chris Luff, Director, Freedom Steve Tassell, Enterprise Social Lead, Microsoft
- 3. Question? Who was the only British Prime Minister to be assassinated?
- 4. Spencer Perceval, KC (1 November 1762 – 11 May 1812)
- 9. Here & Now
- 10. CEO – Business Transformation CFO – Cost Reductions CIO – Innovative Working Environment CTO – Environmental Outcomes from Innovation CMO – Social Media Communications It is about the future!
- 12. What’s on the minds of business executives in 2013?
- 13. Megatrends shaping the next decade Transforming the way we work Mobility 2016 By , smartphones and tablets will put power in the pockets of 1.4 billion global citizens. Social Cloud Big data Millennials will make up 70% Digital content will grow to 75% of the American workforce by 2025 of organizations are either using or investigating cloud computing solutions 8ZB by 2015. up more than 300% from 2011
- 14. Microsoft’sinnovation approach Helping you harness the new era of Mobility Social Cloud ► Connecting people in real time ► Enabling colleagues to connect and share in real time ► Helping you embrace the right IT for your business ► Enabling users to embrace insight naturally ► Helping you become more engaged with your customers ► Enabling you to make more of your existing investments ► Helping your business to move fast and first ► Delighting users with the best experiences ► Helping accelerate broad adoption ► Enabling smart, engaging experiences Big data
- 15. But is technology holding us back? In 2013 a YouGov survey revealed that 84% Of UK workers are not inspired by their job.
- 16. Working together to transform businesses Successful organisational change is: 10% 40% 50% technology culture leadership UK office workers are doing over 2 billion hours of unpaid overtime at the weekend every year.* Leaders need to spearhead cultural and behavioural change within their organisation to nurture new thinking and innovation.
- 18. Delighting customers First UK Retail Bank for 100 years, mission to revolutionise how banks do business Open 7 days a week, 362 days a year early until late ATM cards are issued whilst you wait “Kill the Stupid Rule” program Giveaways- lollipops, dog biscuits
- 19. A second wave
- 20. Flexible working
- 21. It’s all about trust
- 23. We’re on a journey We need to use modern technology enabling a better way of working. to focus on outcomes not process improvements. to rethink the way we work together.
- 24. Useful information • Visit: www.businessreimagined.org • Join the discussion on Twitter #bizreimagined • Download a free copy of the book @ http://www.harriman-house.com/busre
- 25. Live Collaboration in Practice – Latest Technology Demos Greig Valentine, Head of Solution Consultancy, Freedom
- 26. What is Microsoft Lync?
- 34. Looks Simple Doesn’t it
- 35. Key Considerations Business Requirements Business Analysis & User Adoption Confirmation
- 36. Key Considerations – Business Requirements Business Requirements A Lync solution is not an infrastructure project. Business Analysis & User Adoption Lync is a solution, not a product Confirmation Critical milestones, referencing business requirements
- 37. Lync and Network Consultants Charlotte Copley Lync Consultant Zoe O’Neil Contact Centre Consultant Pat Rodgers Network Consultant Paul Buxton Lync Consultant
- 38. 30 Minute Break
- 39. National Exhibition Centre: Unified Communications & Collaboration Vision The View From the CIO Andrew McManus, CIO, NEC group
- 46. CONFERENCES UK’S No.1 CONVENTION CENTRE. Over 400 events per year
- 48. Show an image of NIA Refurb
- 49. MemoryHaus Show image of Peter Pan
- 50. Show image of resorts world and HS2
- 51. The beating heart of Birmingham Creating the ultimate audience and client experience Increased audience capacity of 15,640 and 6,000 sqm of new floorspace Destination development including retailing
- 52. What’s important for our customers
- 53. The Customer Journey Now “ We see the advert We buy a ticket ”
- 54. The Customer Journey Now “ Or maybe we queue up ”
- 55. The Customer Journey Now “ Excitement Builds ”
- 56. The Customer Journey Now “ We reach the venue ”
- 57. The Customer Journey Now “ We buy things ”
- 58. The Customer Journey Now
- 60. An Employee
- 61. A Typical NEC Employee’s Day • Sales • Pre-event Planning • Heavy use of phone and face to face
- 62. A Typical NEC Employee’s Day • Event Delivery • A lot of paper • Radios • Face to Face
- 63. A Typical NEC Employee’s Day • Big sites • A lot of walking and some running • Face to Face
- 64. A Typical NEC Employee’s Day • Rest needed • Post event review • Face to Face
- 65. So What Are Our Plans • This suits our current needs BUT • • • • Reliant on Face to Face Many manual processes Access to knowledge is tricky Customers’ experience isn’t integrated
- 66. Future Plans
- 67. Mobile
- 69. Social
- 71. The Summary Mobile Access to our services Cloud Expansion to handle peaks Social Connection to our customers Data Understanding behaviours and our operations
- 72. Our Plans • Communications Platform • Connectivity • Cloud to meet demand • BI and Data Management
- 74. The Customer’s New Journey • Forthcoming Events push out • Pre-register • E-Tickets • Additional Content
- 75. The Customer’s New Journey • Prepare • Add services • Pre-order • VIP experience
- 76. The Customer’s New Journey • Navigate • Live information • Pre-order • eTickets
- 77. The Customer’s New Journey • Bespoke experience • Content Downloads • Live Sharing
- 79. Employee Journey Customer Knowledge Customer Insight Collaboration Idea Sharing Constant Collaboration Event Building Live Information Next Sales Performance Stats
- 80. Summary • Customers’ experience • Bespoke Experience • Employee Effectiveness
- 81. Summation Pat Botting - Managing Director, Freedom Communications
- 82. In Summary… Chris Luff & Steve Tassell from Microsoft presented… • The main drivers for business executives right now • The megatrends for the rest of this decade • The Microsoft approach to address the four main areas simultaneously, and now • Current enterprise technology is holding us back • Technology, Culture, Leadership • The new industrial revolution has started, the technology is here & now
- 83. In Summary… Greig Valentine from Freedom presented… • High level Lync features - what Lync is • Examples of how Lync works in the life of employees, customers & suppliers • The solution - how the infrastructure requirement is configured • The migration path from PBX and ISDN to SIP, SBC and Lync • The holistic approach
- 84. In Summary… Andrew McManus, CIO NEC Group, presented… • Key issues and demands for a large, diverse and ambitious organisation • The customer engagement • The employee engagement, currently • The NEC’s plan to harness Cloud, Mobile and Data technologies • The planned solution for a Unified Communications platform - Lync • Enhanced customer experience, enhanced employee experience
- 85. And finally, The Reality of Lync • Lync 2013 is a very, very sophisticated telephone system • End of life PBX technology is fundamentally dead • Unified Communications & Collaborative working is the way forward, the new way of working • Lync significantly enhances the employee and customer experience • Industry and commerce are under immense pressure to deliver the very best • Microsoft Lync is here now and not really an option • Freedom is here to help
- 87. Thank You…
- 88. Thank you for coming! Please take the opportunity to ask questions over Champagne and Canapés in the Churchill Room
Hinweis der Redaktion
- . TODAY SET THE SCENE WITH A NUMBER OF STATICS AND FACTS SHOW OF HANDS DIGIT USED FOE PHONE DIGITAL IMMIGRANTS ...... NATIVES THERE ARE NO SURPRISES HERE PRESSURE ON THE PUBLIC SECTOR IS DRIVEN BY AN INCREASING POPULATION WITH A NEED TO DRAMATICALLY CUT COSTS WE ARE LIVING LONGER FACT .... LAST FIVE YEARS THE OVER 65s UP 16 % THE OVER 80s UP 40% THATS A GOOD THING RIGHT ...............WE ARE LIVING LONGER HAS ANYONE READ MARK STEVENSON AN OPTIMISTS TOUR OF THE FUTURE .......HES EXPLORES TRANSHUMANISM - NANO TECHNOLOGY AND BIOTECHNOLOGY AND ITS EFFECTS ON OUR FUTURES HOW THEY ARE TESTING RIGHT NOW TISSUE SPECIFIC STEMCELLS SELF HEALING OUR LIFE EXPECTANCY OVER THE LAST 30 HAS INCREASED BY AN ESTIMATED 3 MONTHS PER ANNUM .... WITH NEW TECHNOLOGIES THERE ARE ESTIMATES THAT PEOPLE APPROACHING THEIR 50 s WILL LIVE FOR OVER 200 years WHEN I TOLD LIZZI MY WIFE THIS SHE STARTED WATCHING OUR WEDDING VIDEO .... WHY ..I ASKED .... JUST WANTED TO SEE IF I SAID TILL DEATH DO US PART IN OUR VOWS .. IT IS CLEAR THAT THIS CANNOT GO ON – WE HAVE TO FIND WAYS OF COPING – WE HAVE TO USE INNOVATION TO DRIVE SYSTEMIC CHANGE
- Timing: 4 minutesPresenter Guidance: Consider incorporating stats from the slide into your talking track. For example, 70 percent of CIOs see mobile as the most disruptive technology over the next decade. Spending on big data will double over the next three years. Today on 3 percent of the digital universe is tagged, though despite 50 percent yoy growth in data, it’s expected that a third of digital data will be tagged and therefore useful for analysis by 2020. Key Point:Four megatrends are emerging that we believe will be dominant forces of change over the coming decade: mobility, social, cloud, and information.These four megatrends are not only happening simultaneously, but are highly interconnected. Unlike other major shifts in technology where typically there has been one predominant trend (such as the introduction of mainframe and, later, client/server computing), businesses must address all four of these trends simultaneously.Gartner reports that, “Cloud, social networking, mobility, and the strategic use of information are the four forces that combine to create a new era of computing and new opportunities for business. The majority of CIOs see digital technologies making an impact in combination rather than in isolation.”As mentioned earlier, IDC sees that these four megatrends collectively represent the next major platform. Script:As we look across what is happening in the technology industry today and the many conversations that our account teams have had with hundreds of enterprise IT leaders, four megatrends are evident. These trends not only represent what is most important to our customers today, but what we feel are likely to be the dominant forces of change in the coming decade.The proliferation of new device types, along with the connectivity of the cloud, is making us more mobileand changing the way we work and play. As technology becomes more immersive, we also expect it to help us develop more personal and social connections with colleagues and customers.The connectivity the cloud offers is changing what we expect from technology. With an always-on connection, apps can provide innovative new services with instant scalability and attractive economics.While business intelligence (BI) has been important for a great number of years, the explosion in connected devices and apps is generating an exponential growth in data and the need to get better insights from information.At Microsoft we’re directly witnessing and experiencing these megatrends, but we’re not alone in our belief of their importance. According to IDC, “In 2012, the ICT industry's shift to its third major platform of growth — built on mobile, cloud, social, and big data technologies — will accelerate.” In contrast to what they refer to as the first (mainframe) and second (PC/server) platforms, they estimate that by 2020, “…enterprises’ highest-value leverage of IT will be driven by these third-platform technologies as well as an explosion of new solutions built on the new platform and rapidly expanding consumption of all of the above in emerging markets.” These four megatrends are not only happening simultaneously, but are highly interconnected. Unlike other major shifts in technology where typically there has been one predominant trend (such as the introduction of mainframe and, later, client/server computing), businesses must address all four of these trends simultaneously.Gartner reports that, “Cloud, social networking, mobility, and the strategic use of information are the four forces that combine to create a new era of computing and new opportunities for business. The majority of CIOs see digital technologies making an impact in combination rather than in isolation.”As mentioned earlier, IDC sees that these four megatrends collectively represent the next major platform. Transition:You are not alone. Microsoft has reinvented and evolved our core business strategies in response to these four megatrends. Additional Information:Frank Gens, "IDC Predictions 2013: Competing on the 3rd Platform.” IDC. Doc #238044. November 2012. http://www.idc.com/research/Predictions13/downloadable/238044.pdf70% mobile- Gartner Press Release, “Gartner Executive Program Survey of More Than 2,000 CIOs Shows Digital Technologies Are Top Priorities in 2013”, 16 January 2013. http://www.gartner.com/newsroom/id/2304615In 2013, 1/3 app development- IDC, IDC Predictions 2013: Competing on the 3rd Platform.57% enterprise social - Forrester, Mapping the Value of Social Business and Collaboration. Nov 2012.70% of CIOs cloud first - IDC, IDC Predictions 2013: CIO Agenda. December 3, 2012.54% public cloud spending - CEB, CIO Results of the 2012 Budget Benchmark. Oct 2012.Spending on big data - IDC, IDC Predictions 2013: Competing on the 3rd Platform. [no publication date provided]Percent of digital universe tagged - IDC (sponsored by EMC), "The Digital Universe in 2020: Big Data, Bigger Digital Shadows, and Biggest Growth in the Far East.” Dec 2012.Total digital content 50% to 4Zb - IDC, IDC Predictions 2013: Competing on the 3rd Platform. [no publication date provided]
- Timing: 1 minute Key Points:Microsoft has a clear vision for how you can take advantage of the megatrends to evolve your business. Script:As I mentioned earlier, we believe that it is essential to address all four of these megatrends simultaneously,as they collectively represent what we see as the next-generation computing platform. And we believe that Microsoft has the most compelling business and product strategy for these megatrends—helping you harness these quickly changing technologies for business advantage:Mobility: Our strategy offers a consistent and desirable experience for users, while enabling IT to embrace choice in the marketplace without compromising information security.Social: Our current technology provides a foundation for the social enterprise today and we’re making significant investments to deliver an increasingly people-centric platform.Cloud: We believe that the vast majority of enterprises will be managing a hybrid cloud environment and we’re delivering familiar and flexible platform options that enable you to choose what’s right for your business―today and in the future.Big data: Our investments reflect a belief that enabling insight across the organization for an exponentially growing amount of data helps businesses be more reactive to the market, while also supporting centralized, managed analytics for predictable business management.Transition: We believe that our comprehensive approach to delivering enterprise-class solutions is what sets us apart in being able to help you address these megatrends.
- A 2013 study in the UK revealed that 84% of the workforce weren’t engaged – essentially they weren’t happy in their work.Technology is part of the problem. Our lives outside work have been enhanced by a rich mixture of interactive technologies, while most of our work lives are still dominated by systems – admittedly many of them developed by Microsoft – that keep us tied to our desks? Working together but separately. Email was developed to improve the way office memos were delivered. Now we seem to use it for everything and it shapes many of our working days. Of course email is useful, but it’s not always the best way of communicating. Yet it’s taken over many of our working lives. We believe technology should liberate us rather than constraining us. That’s why we’re spearheading a campaign called Business Reimagined to spark off conversations among business decision makers about how we should really be working today.
- Transforming businesses isn’t all about technology. For the transformation to be successful at least 40% of the shift needs to be cultural and 50% needs to be about changing the way businesses are led.So that’s why we need to engage with business leaders and the people who make the crucial decisions in organisations to talk about this major change we all need to be thinking about making. We’re not asking you to make a sales pitch. It’s not about selling Microsoft solutions or products. It’s about sharing our vision of a reimagined world of work that’s based on the best way of doing things rather than the way we’ve always done it.
- If you could restart your business from scratch today, with no preconceptions, think about how technology could make it better. Could your business be more flexible, efficient and responsive as well as greener? And could your employees be happier? Any downturn is an opportunity for businesses to take a look what they’re doing and rethink it. Now is the time to rethink how we can use technology better to transform the way we work. And how technology needs to evolve to help become not just more productive, but more creative and more effective.
- Why is it that in business we have this tendency to stick to what we’ve done for the last ten, 20 years or more? As technologists and business decision makers we need to take a step back and think about how we could do things better. www.metrobankonline.co.uk In 1973, with the notion that you could strongly influence customer loyalty by providing great service, Vernon Hill founded the Commerce Bank. In the early 70s remember, bankers viewed branches as a cost center, and because of this, they were actively trying to keep their customers out of the branch. You may recall bank account promotions that benefitted customers if they did all their banking at an ATM, never actually using the services of the branch. Vernon’s approach was the exact opposite. He believed that the industry's reliance on machine banking had led to de-investment in bank branches, to the detriment of consumers who prioritized in-person service. In order to promote customer loyalty through service, they did things like:had longer opening hours, including evenings and weekends; opening ten minutes earlier and later than advertised hoursremoved glass from teller booths for a more open customer experiencehad pet-friendly policieshad giveaways such as lollipops and dog biscuitslet customers use coin-counting machines for freehanded out pens in response to rival banks’ practice of chaining pens to deskshad a “Kill the stupid rule” program, whereby employees who suggested an alternative to a stupid rule were paid $50and he awarded his staff if a nearby rival bank closed its branches.And in the end, Commerce Bank was sold for $8.5 B. This story reinforces that customer centricity is really nothing new. In fact, you can read about this story in the CEO’s book – Fans, not customers where Vernon Hill reveals that the secret lies in not just satisfying customers but in amazing and delighting them. The challenge is that the stakes are different today and the way you orchestrate it is much more complex. He will get to see how those changes might impact his choices as he is now moving his paradigm to the UK—not exactly a bastion of customer service excellence where he has started Metro Bank -- Britain’s first new High Street bank in over 100 years. They offer banking focused on the customer through unparalleled levels of service and convenience. Indeed their new motto is “Love your bank at last!” As you might imagine, they have a unique, customer-focused retail business targeted at reinventing the rules of retail banking, making every effort to remove all ‘stupid bank rules’ from day to day services to offer simpler and more convenient banking to their customer.Of course, Metro Bank, is doing some things differently – they are among the first banks to take their entire operation to the cloud and they have chosen Microsoft Dynamics CRM and Office 365 to help create their differentiated customer experience. We offer banking focused on the customer through unparalleled levels of service and convenience. With our unique, customer-focused retail business we reinvent the rules of retail banking, making every effort to remove all stupid bank rules from our day to day services to offer simpler and more convenient banking to you. Our Vision“Amazing the Customer means providing unparalleled Customer service, making sure every transaction goes quickly and smoothly. It means fulfilling Customer needs, even anticipating them. More than that, it means turning Customers into FANS. We want them to tell their family members, friends and business associates about the products and superior services we provide.” - Vernon W. Hill, II. ChairmanIn all our stores you'll find a traditional face to face service with no requirement to book an appointment to discuss your banking needs and card and cheque printers so you can walk away with everything you need to start using your account immediately*. We aim to exceed the expectations of our customers every day. Metro Bank started with four stores in 2010 in Holborn, Earl's Court, Fulham and Borehamwood. Now with 19 stores across Greater London, Metro Bank continues its rapid expansion with the aim of having 200+ stores by 2020. Opening hours - All StoresMonday - Friday: 8am to 8pm Saturday: 8am to 6pm Sunday: 11am to 5pmMetro Bank are the first new retail bank in the UK for over 100 years, their mission is to revolutionise the way banks do business by providing an 'amazing' customer experience - their words - and they see the MS technology platform they have deployed as a core enabler in achieving that. The CEO Craig Donaldson is also extremely well connected and very happy to tell our story.
- Over the last couple of years we’ve seen a wave of people bringing their tablet and smartphone devices in to work – bring your own device – and businesses looking at ways to incorporate this new technology, safely and effectively.We’re going to see a second wave of ‘consumerisation’ but this time looking at services. Social media is now starting to make an impact in the business world. We’re not talking about getting companies to use Facebook, but for example using the social graph – which employees are connected with who – to change the way they sell. It’s about a new culture of collaboration.But when it works, social collaboration is disruptive, breaking down organisational boundaries. That’s why so many businesses’ attempts to use it fail – they aren’t following through with the relevant cultural change.
- Most businesses have already realised that working doesn’t have to mean being in the office. With the technology available today, flexible working is becoming more accepted. We need to look at the best possible ways we can use technology to make the workforce agile, effective and contented.Don’t just think working from home. Working flexibly should mean freeing up employees to work whenever and wherever is best depending on the tasks they need to get done. Some major companies are striking the right balance, though it’s usually their more senior staff who get the freedom of flexibility. For example Mike Dean, MD of top consulting firm, Accenture, is responsible for hundreds of staff and business worth millions but works on the move out of a small rucksack.
- Unfortunately most flexible workers still feel constrained to appear visible when they’re not in the office, sending extra emails and making extra phone calls and even working longer to compensate for not being there. All this undoes the benefits of working away from the office. We need to develop more trust in each other and give employees and colleagues the freedom to work where, and when, works best for them.
- In 1943 Thomas Watson, chairman of IBM, believed there was a world market for five computers. Look where we are today! And in 1973 Margaret Thatcher told the BBC’s Valerie Singleton that she didn’t think there would be a woman prime minister in her lifetime. Just six years later she was PM.In his book A Brief History of Tomorrow, Jonathan Margolis calls this problem the arrogance of the present. We can’t judge tomorrow by the way things are today. When camera phones first came out, who could have imagined that people would be taking geotagged photos of fly tipping and sending them to their local council to get them to clear it up? We need to be open to evolving the way we work according to the technology available, without ever forgetting that it’s just there to help us.
- We’re just embarking on this exciting journey to help businesses reimagine how they work. The time is right and we’re optimistic that this will revolutionise our relationships with clients, benefiting us all.
- Immediacy of communication e.g. get it doneAll based on presence, who is available and enabling the right form of communicationIntuitive and simple to use by the user, all available from a single clientDesktop share, again from the users UC single interface enabling location independent support scenario’s.
- Due to ease of use full collaboration including video and document share becomes a day to day activity that does not require planning or even conscious thought.All forms of conferencing, voice \ video are enabled out of the box for both internal and external users with no additional licensing including sizing.Any device, anywhere ………….Fully immersive collaboration experience, especially around multi party video, so cost saving in terms of travel costs but also productivity.
- Integration into desk top applications enabling presence and communication e.g.Outlook, sharepoint document authors …….Simplicity setting up a conf call e.g. drag and drop
- Clothes Show Live and Good Food on now
- The ICCICC is one of Europe’s premier conference and meeting venues.The venue hosts around 400 events every year and accommodates about 300,000 delegates.
- Key Points:8th busiestin the worldActs last week include Stereophonics and Arctic MonkeysNext few weeks – Boyzone, Avenged Sevenfold, JLS and Status Quo
- I see this as the ways of workingI expect people to be far more informal in how they connectEmail is merely one channel of manyWhether we use Lync or Yammer people are expecting and are able to communicate through multiple channels – but they expect an instant response.
- So forfor a business as diverse as ours we need to work effectively with high quality communications services.We need to recognise that the way our customers want to be treat and how they want to experience our services is changingWe need to recognise that our consumers expect to be able to interact with our services and tailor their experienceWe need to recognise that the four ley technology trends will not only assist our customers but provide a major opportunity for our employees to work far more effectively