Gamification of BUSINESS

FUTURE OF THE ENTERPRISE

JUNE 20, 2012

Kevin AkeroydSVP Field Operations, Badgeville

Today’s Speakers

Wes Wasson CMO, Citrix

Agenda…

Future of the EnterpriseWes

Gamification & Engagement of the Enterprise Kevin

Open Q&A

| mobile work styles & cloud services

Consumerization

New Generation

Globalization

Mobility

Cloud Services

Instant Anything

v e l o c i t y

ma

gn

itu

de

Employees | Customers | Competitors

Realize that gamification is not about virtual pigs

1

Admit you’re no longer in control

2

Employees join Companies

Embrace the power of community

2

350 productsLarge TeamTwo Years

10,000 productsOne guy part time

90 days

Gamification…

Engagement becomes Pervasive

Gamification not Enough

The Future…

Key Themes

Rise of Reputation

Social becomes Ubiquitous

Behavior Data = Big Data

ENGAGEMENTMECHANICS

GAME MECHANICS

SOCIAL MECHANICS

REPUTATION MECHANICS

Drive, measure, & reward high value behaviors

with smart gamification

Socialize, recommend, and notify users about

contextually rich behaviors

Elevate user status across all your communities

of engagement

Not just Gamification…

PLATFORM APPROACH

COMMUNITIES

CRM SOCIAL COLLABORATION

LMS/HR CMS

SOCIAL WEB

YO U R C U S T O M E R S

WEBSITES & MOBILE APPS

MARKETING/ANALYTICS

YO U R E M P LOY E E S

Enterprises will take a

ENTERPRISESYSTEMS

APPLICATIONS

WEBSITES & MOBILE

EVERYWHERE

YOUR ENGAGEMENT LAYER

UCE / TV / Media

KIOSK, EVENTS, POINT OF

SALE

Drive Engagement

Example

Connect Multiple Stakeholders

CONNECTING PARTNERS, CUSTOMERS AND EMPLOYEES

EMC COMMUNITYPOWERED BY JIVE & BADGEVILLE

THE VISION

• Reward Completion of Tasks

• Encourage Similar High-Value Behavior

• Expertise Location

Across the EnterprisePLATFORM APPROACH

External Support

Community

CRM Support System

The Behavior Platform

Key Behaviors Across All Apps

Social Collaboration

Platform

Example

Enterpr ise Wide Consumer

EMPLOYEES SUPPLY CHAIN

CUSTOMERS PARTNERS & DEVELOPERS

Oracle as an ENGAGEMENT

ACROSS ALL AUDIENCES

ISV / OEM PARTNER

CRM HEALTH SCIENCES

LMS/HR ON DEMAND

Oracle as a ENGAGEMENT

ACROSS ALL APPS

RISE OF REPUTATION

IN A SOCIAL CUSTOMER BASE OR SOCIAL ENTERPRISE, REPUTATION IS

EVERYTHING!

Rank, Status, ReputationRECOGNITION

VIP Access, Moderation, Stronger Votes, Badges, Points

PRIVILEGES

Discounts, Free Shipping, Prizes, Bonuses, Commission Spiffs, etc.

MONETARY

SOCIALNESS OF CUSTOMER OR ENTERPRISE

PER

CEIV

ED

VA

LU

E O

F R

EW

AR

D

RISE OF REPUTATION

IN A SOCIAL CUSTOMER BASE OR SOCIAL ENTERPRISE, REPUTATION IS

EVERYTHING!

I want everyone to know it!

Country Club

Linked In

The Office Twitter

My Peers

FacebookChurch

HomeResume

Business SchoolGoogle

Example

Lots of Communities

Mobile Device

Disk Drives

Virus Software

Laptop

Networking, InternetStorage

PeripheralsDesktop

Servers

ALL SILOS!

COMMUNITIES

CRM COLLABORATION SOCIAL CMS, KM

SOCIAL COMMERCE

D E L L C U S T O M E R S

DELL MOBILE, WEB, BLOGS

IDEATION

D E L L E M P LOY E E S

Lots of Platforms

WHAT DID WE DO?

Social! Social! Social! It’s a Revolution!!!

SOCIAL BUSINESS SOFTWAREAbout $1 Billion Worth

I LOVE SOCIAL SOFTWARE, BUT HERE’S THE REALITY…

WORKERS THAT LEVERAGE SOCIAL SOFTWARE TOOLS

(Forrester, September 2012)

12 %

ENTERPRISESYSTEMS

APPLICATIONS

WEBSITES & MOBILE

EVERYWHERE

Make It All Social

UCE / TV / Media

KIOSK, EVENTS, POINT OF

SALE

Social needs to be

SO WHERE DO THEY GO?

Somewhere Other Than Your Site

The Behavior Graph

DELIVER THE SAME SOCIAL EXPERIENCEON THEIR OWN SITE, MOBILE, APPS

Where It’s…

Your Product Your Content Your Users

Social Context Rich Activity Stream Surfacing Valuable Behaviors In Real-TimeAcross Site

Social Context Or Tie It to Specific Site Content or Filter by Category

New!

Real-Time Notifications Catalyze Users By Showing Them What’s Happening Right Now

Find people to connect with…

And follow them

But Don’t Just Follow People…

Follow Content & Products, Too

purchaserefer

LTVtime on site

social support

registerrepeat visits

page views

share

postvotecomment like

BIG BEHAVIOR DATA

Engagement Retention Conversion People

tweet

recommend

ANALYTICS, B.I.Engagement Retention Conversion People

Telco • Frequency • # of Activities

• Lifetime Value• Churn Reduction

• Registration• ARPU

• Growth in User Base• Growth in Active Users• Total Unique Users

Tech • Frequency • # of Activities

• Lifetime Value• Retention %

• Registrations• Course Completion

• Growth in User Base• Growth in Active Users• Total Unique Users

Retail/ ecommerce

• Repeat Visits• Time to visit after

purchase

• Lifetime Value• Churn Reduction• Referral

• Add to Cart• Purchase Velocity• Purchase Amounts

• Growth in User Base• Growth in Active Users• Total Unique Users

CGP/Consumer Electronics

• Repeat Visits• Time to visit after

purchase• Lifetime Value• Churn Reduction

• Add to Cart• Purchase Velocity• Purchase Amounts

• Growth in User Base• Growth in Active Users• Total Unique Users

Energy• Growth in User Base• Growth in Active Users• Total Unique Users

Media• Frequency• # of Activities• Virality - Sharing

• Active Player Growth• WAU Growth• Targeted Referral

• Page Views• Video Plays• Sponsorship Conversion

• Growth in User Base• Growth in Active Users• Total Unique Users

Health/ Education

• Repeat Visits• Logging Workouts• Setting Goals

• Increase lifetime usage• Lapsed User Analysis

• Registration• Increase in Frequency

• Growth in User Base• Growth in Active Users• Total Unique Users

purchaserefer

LTVtime on site

social support

registerrepeat visits

page views

share

postvotecomment like

BIG BEHAVIOR DATA

CRM MARKETING SERVICE OFFER MGMT.

tweet

recommend

PLATFORM APPROACH Enterprises will take a

Platform

Apps“Cloud Connector”

Interoperability Developer Toolkits, APIs, Mobile SDKs

DESIGN APPROACH Enterprises will take a

Frameworks, Deployment Automation

Behavioral Psychology, Social Game Design, Social Loyalty, Employee Incentives,

Reputation Management, Behavioral Analytics

Expertise