1. Rebalancing The Matrix: How
Empowerment Affects Every Group
Ted Schadler, Vice President & Principal Analyst
Coauthor of Empowered
June 7, 2011
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2009

2. Source: Sogeti
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3. 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
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5. Four groundswell technologies empower customers
and employees alike
Smartphones Cloud computing
35% use smartphones Startups use the cloud
14% use one for work 18% use SaaS for work
Cloud
computing
Smart services
mobile
devices Pervasive
Social video
technology
Social technology Pervasive video
500 million on Facebook 124 million Skype users*
26% use social for work 37% use it for business*
Source: Forrsights Workforce Employee Survey, Q3 2010 (Base: European information workers)
* Source: Skype S1 filing
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6. Only an empowered employee
can serve the needs of an
empowered customer.
Source: Flickr (http://www.flickr.com/photos/sepblog/3555130776/)
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7. HERO highly empowered and resourceful operative
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8. HEROes are the natural
inhabitants of The Commons.
They innovate, advocate, and lead.
They also use technology to do it.
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9. Employees agree: they have better technology at
home than at work
“The technology I have at home is better than the
technology I have at work”*
67%
58%
47%
41%
Gen Y (18-30) Gen X (31-44) Younger Boomers Older Boomers +
(45-54) Seniors (55+)
Base: 5,519 information workers
*6 to 10 responses on a
scale of 1 to 10, where
10 = “Describes me
Source: Forrsights Workforce Employee Survey, Q3 2010 completely”
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10. What percentage of information workers . . .
. . . do at least one
of those things?
30%
. . . regularly use unsanctioned,
login-required Web sites for work?
18%
14%
. . . download and regularly use
applications on a work computer? 8%
. . . pay for a smartphone
used for work?
Base: 2,287 European information workers
Source: Forrsights Workforce Employee Survey, Q1 2011
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11. Why do employees harness do-it-yourself technology?
It is better than what
I’m provided at work 27%
I needed it, and my company
didn’t provide an alternative 37%
It is something I use at home
and want to use for work 46%
Base: 2,287 European information worker HEROes
Source: Forrsights Workforce Employee Survey, Q1 2011
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12. Employees master technology at
home then see ways to use it to solve
customer and business problems.
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13. We call it the empowered workforce
http://www.forrester.com/empowered
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14. 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
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15. There are three reasons that
you must empower employees.
(Besides the fact that they will
inevitably empower themselves.)
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16. Reason No. 1: engagement
Only an empowered employee
can serve the needs of an
empowered customer.
Source: Flickr (http://www.flickr.com/photos/sepblog/3555130776/)
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17. Empower employees, so they can engage to solve
customer and business problems
HERO
compact
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18. 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)
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19. Deloitte Australia: Yammer spread virally
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20. 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)
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21. Your customers drive the empowered agenda
Technology empowers
people: mobile, social,
video, cloud
Empowered Listen Empowered
employees Engage customers
What is IT’s role? What is your role?
What is the role of marketing? Sales? Customer service? Products?
What has to change?
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22. Who moves to the new commons?
Who stays where they are?
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23. 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?
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24. Grow or shrink? Grow or shrink?
Consumerization? Consumerization?
Empowerment? Empowerment?
Grow or shrink? Grow or shrink?
Consumerization? Consumerization?
Empowerment? Empowerment?
Source: Sogeti
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25. Thank you
Ted Schadler
+1 617.613.5975
tschadler@forrester.com
Twitter: @tedschadler
http://blogs.forrester.com/ted_schadler
www.forrester.com
www.forrester.com/empowered
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