Experience Management in Collaboration

Blogs, Wikis, Mashups, Instant Messenger, Portals and such are but mere tools enabling a process. The process of transcending Insight into Knowledge into Innovation is the most important thing. Because, this is the growth engine. And the engine needs to be fueled continuously and not just in fits and starts. That is what keeps the train on the journey towards the desired destination.

It is important to emphasize here the true meaning of a process. It is often interpreted as a repetitive mechanical set of actions. Nothing can be farther from the truth.

“A Process is a series of Linked Activities that produces an outcome for a customer. “

These linked activities can be energized based on whether one aims at fulfilling the aspirations, expectations, Wants and  / or the Needs of the Customer. There is no doubt about the fact that the highest strategic returns are from fulfilling the Aspirations (the unstated expectations / needs of the customer). This also creates and Industry Transforming Leadership position for the organization. However, it is critical to note that the customer needs to be prepared / educated to transition from mere expectations oriented deliver to aspirations oriented delivery. Pushing Products and Services to a customer that they are not prepared to receive and derive value are worse than delivering below expectations. This is where the Experiencing comes in. Unless and until Collaboration addresses the four dimensions of Aspirations, Expectations, Wants and Needs through an experience platform, it will remain a largely unsuccessful exercise. Success here should be defined by business results in all the four dimensions of Operations, Customer Loyalty, Financial Profitability & Productivity and Learning & Growth.

The integration of business and IS / IT is no longer a matter subject to negotiation. Real-Time is here to stay with the nature of Communications, Content, Computing being impacted by the development of technology and the pace and trend of change in the way life and business is conducted on this planet. It will not be a long time before a shareholder will wake up and ask the management why the company takes 5 steps as opposed to 2 steps in delivering shareholder every single business cycle. Probably, there will a round of acquisitions by the nimbler and more agile companies who will defeat the economies of scale with demonstrably higher value delivered. Venture Capital is beginning to flow once again and hopefully this time around, entrepreneurs will learn lessons from the dotcom generation and not aim at creating company valuations on paper. If they do, even toilets will not find use for them!!!

About Subbu Iyer

Subbu Iyer is an Innovation & Transformation Leader as with 28 years of serving customers globally. He is currently the Chief Designer & Transformer at Energizing Innovation, an enterprise that is being founded to facilitate continuous growth in enterprises and as a consequence create societal wealth. The Radical Shift that this enterprise intends to employ is focusing on the Potential rather than the Performance of a business. He has been a serial entrepreneur and an intrapreneur in his past life, having founded Nihilent Technologies and Nandaki Systems besides being associated in senior leadership roles with firms such as Coopers & Lybrand, Cambridge Technology Partners, Tata Consultancy Services, Wipro Technologies and Steria.
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