Making It Work
Philadelphia 15 conference
May 5-7 2015

Tuesday | Wednesday | Speakers | Tracks | Social events

Program : Thursday, May 7th 2015

Time: 8.00 am
Breakfast & Registration

Come pick up your conference badge and enjoy breakfast with fellow conference participants. We encourage attendees and speakers alike to join, get the discussion going first thing and set the scene for the rest of the day.

Time: 9.00 am - 9.15 am

Conference opening with Janus Boye (DK), J. Boye
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Time: 9.15 am - 10.00 am

Keynote: Transforming the way we collaborate with and manage the workforce

Speaker: Alan Pelz-Sharpe (USA), 451 Research
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In this keynote, Alan will follow the money and look at where Silicon Valley investments are being made that will profoundly shape the future of workplace technology.

If you thought that Enterprise Social Networks and the next generation of Intranets was all about building communities you may be surprised at what is round the corner.

Leveraging, analyzing and automated learning from Social Data is what its all about.

But advanced technologies (that are already present in many organization) raise ethical, legal and transformational issues that are rarely discussed publicly and this session will raise many discussion points for you and the way your organization embraces or rejects the technology opportunities and challenges ahead.

Time: 10.15 am - 11.00 am

So you think you need a User Experience team?

Track: Customer Experience Design
Speaker: Shawn Berven (USA), Johnson & Johnson

Having a great user experience is seen as a delighter and differentiator. The success of Apple shows that customers care how their products look and work. To achieve a great experience, you need a group of people focused on creating the experience, but does this group need to be internal? Johnson & Johnson Diabetes Solutions thought it did. After using external design agencies for years, JJDS decided to bring this capability in-house and build its own UX team.

It’s now been almost 4 years since the team was created. Has everything worked perfectly? No. Has it worked better than using external agencies? Definitely, and this is apparent in the quality of work, integration of the team into the greater organization, as well as by the pretty impressive savings of cost and time. But there’s still room to grow and improve, and at the end of this talk we will work together to strategize ways to make the JJDS UX team work even better, as well as discuss ways to apply these learnings to your own organization!

Key things this session will focus on:
• Why, and even if, you should build an internal UX capability
• Who you should hire, and why
• How you make the team successful
• Q&A on how to apply these strategies to different situations and needs

Four Steps to create a self-service web site that works

Track: Digital Leadership
Speaker: Marcy Goode (USA), Pitney Bowes
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Companies have been creating self-service web sites to drive clients to help themselves for both account and product support for years. There are various opinions and questions about support sites and their value to both the company and its clients. Some familiar questions you may have heard are as follows: Is it better to have clients call or help themselves? Does it really help the company save money? Would customers really use it? Do clients prefer to call? I’m here to tell you that it works and there’s a simple formula to create one at your company.

Pitney Bowes is a decade into its success with a support site. With many successes and lessons learned, Pitney Bowes is a great case study of an enterprise that has evolved its self-service program to meet the goals of both our business and our clients.

1. Alignment with call center operations and knowledge management is the key to success. Without your partners in lock step, a self-service strategy will fall short.
2. A global platform ensures consistency and is both reusable and scalable. Shared templates allow for increased time to marketing and global content management.
3. A consistent user experience design and SEO strategy is at the heart of ensuring that clients find the information they need to solve their problems.
4. An adoption plan that addresses changing business rules and processes, client communications and onboarding plans.

Although the steps look fairly simple, the tactics to support them can get complicated and fast. There are some key decisions that I’m working on that will influence the success of the support site:
- How do you measure the success of self service?
- Should we take the phone numbers off all our products and communications to force a drive to web?
- Should we force all our clients to create an online account as part of our adoption plan?
I’m interested for your opinions on how you answer these questions at your company. There may not be a one size fits all, but we can certainly discuss a number of options and alternatives that can help each of us to take a step forward in this space.

Where do you do it?

Track: Intranet & Digital Workplace
Speakers: Lesley Crook (UK), GlaxoSmithKline & Matt Bartow (USA), GlaxoSmithKline

This session starts with the brief story of how GSK’s Yammer service became a success and includes how they:
- took a disruptive idea to a fully supported, flourishing and responsive network
- encouraged co-workers to embrace the platform using their adoption strategy and month-long launch campaign
- realised the importance of a healthy network with business groups that support business strategies, company behaviours and values; but also the importance of social groups that flatten hierarchies with authentic leadership participation.

Our speakers from GSK will then will demonstrate how to measure the all important enterprise social network business value and ROI:
- using a unique qualitative, generic, business value mapping model that comes from a Lean Sigma approach that might be used in the business case and/or used to publicise success stories
- introduces and raises the relevance of “business intelligent hash tags”
- helps to share knowledge networking stories, cultural sentiments; capture meaningful, actionable and tacit insights - not data
- enables working out loud in a network, creating a positive but somewhat disruptive flow – working up and out of silos

In the final part of the session, we would like to hear your views on our launch and adoption strategy, and if you might leverage our generic qualitative model at your company? #itsfree

Size really doesn’t matter – The Value of Customer Communities

Track: Social Business
Speaker: Michael Dieterle (USA), RES Software
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Are you interested in increasing engagement with your organization's brand? Customer communities are a popular means to achieving this goal, but starting them can seem overwhelming. Online communities are commonly associated with large companies like SAP's SCN or consumer product markets like My Starbucks Idea. However, their benefits apply to small and medium sized business in the same way.

Michael's talk seeks to encourage organizations of any size to implement customer communities. He will explore the pros and cons when setting out on improving your customers' experience via this powerful communication channel.

Time: 11.15 am - 12.00 am

Caring for Experiences – because like puppies, they’re for life, not just for Christmas

Track: Customer Experience Design
Speaker: Richard Dalton (USA), USAA

As practitioners in the experience discipline, we are woefully short of techniques and tools to help us care for and manage experiences – to understand the health of our touchpoints and channels, whether they’re meeting our users’ needs, how to prioritize funding across them, and what will happen to them if we pull or push any of the myriad back-office levers they’re connected to.

So at USAA we’re creating our own Touchpoint Management System. It provides a user-centric lens to all of our back-office enablers – the products, services, advice, funding, business rules, etc. – showing how they all link to the thousands of touchpoints across channels that our members interact with millions of times a day. It will provide a collaborative measurement and analysis environment to our 27,000 employees enabling us to effectively manage our member experience and ensure that it continues exceed the high expectations of our members.
Join Richard as he shares details and benefits of this revolutionary new system.

Surfacing the tragic mistakes to avoid

Track: Digital Leadership
Speaker: Jake DiMare (USA), Agency Oasis
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Apple Watch, Gear VR, internet toasters…Does it seem like every time we turn around there’s a new opportunity to reach customers on the horizon? Although most organizations will never consider the effectiveness of toasting a logo onto their customer’s rye bread, it’s quite likely they’re thinking through the digital transformation necessary to successfully publish, engage, and measure across an ever-expanding landscape of emerging channels with personalized and contextual customer experiences. Orchestrating this delivery so it’s seamless, integrated, and consistent is no trivial task and the transformation necessary to be successful involves leadership vision, technology, enablement, and processes.

In this 45 minute session we will explore some of the early mistakes many organizations make when planning and preparing for the digital transformation necessary to support Omnichannel Marketing. After a short presentation on the subject we’ll open it up to discussion and collaboratively seek new ideas on how to succeed. Although this session will be focused on digital leadership, the challenges we will discuss are applicable across the organization and all are welcome.

Three ways you can rock at employee engagement (like Sage)

Track: Intranet & Digital Workplace
Speaker: Karen Hamilton (USA), Sage Software
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We all aim for high levels of employee engagement, but how to achieve it in your organization isn’t as simple as adopting what’s working for the masses. How do you identify communication approaches that mesh with your employees? What factors influence how you decide to employ multimedia, social channels, and gamification? What KPIs should you track to demonstrate success or to be able to course-correct with agility?

In discussing these themes together in a roundtable setting, you’ll hear about the top three communication styles that resonate with Sage North America colleagues: video newsreels, contests, and employee-only hashtags. You’ll learn how we measure effectiveness and engagement, see some of our numbers, and receive templates that you can take back to your organization to try out.

Community and Events and Gamification… Oh Yes!

Track: Social Business
Speaker: Todd Moran (USA), Schneider Electric
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Above all else social business must provide utility- meaning purposeful value, value to people who engage with it, value to the organizations who implement it. That value is born of a vigilant focus on business needs, so in a summarized sense- use cases. Come engage in this spirited presentation and discussion about the application of social business to a highly relevant and very common use case for the corporate world, non-profits, and academia alike- that being events.

I will share a very recent real-world case study within Schneider Electric as we explore and dialog about integrating social business (community) to a critical, nearly ubiquitous use case for almost every organization (events), with the infusion of the ever-growing-in-popularity engagement accelerator (gamification), all bundled together in pursuit of a phenomenal digital customer experience.

Practical know-how, candid commentary, legitimate best practices. I aim to bare all, oh yes! (figuratively speaking, of course). Come join me for this up close and insightful dialog.

Time: 12.00 am - 1.00 pm

Time: 1.00 pm - 1.45 pm

Websites and Assistive Technology

Track: Customer Experience Design
Speaker: Kevin Rydberg (USA), Siteimprove & Keith Bundy (USA), Dakota State University

This presentation will benefit anyone who is involved in creating web content, or has a stake in their organization's website development and maintenance.
Kevin Rydberg from Siteimprove and Keith Bundy, who is blind, will demonstrate the difficulties blind people have when navigating most websites, and then they’ll show how a site with accessible coding practices can greatly improve the user experience and reduce common barriers. This presentation offers ways to implement accessible code and is geared for those involved in creating web content, or those with a stake in their organization's website development and maintenance.

Enterprise eService Solution Delivery in a Global Environment

Track: Digital Leadership
Speakers: Dan Backhaus (USA), Delaware Consulting, Timothy Steleman (USA), Delaware Consulting & Phil Myers (USA), Lenovo
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The focus of our talk is on complex enterprise solution development, integration, and deployment in a global environment and some of the unique challenges this entails.

We illustrate these by examining a recent case study, the design, development and deployment of Lenovo’s global support site, one of the largest Sitecore implementations in operation today.

Results Delivered
Listen to the key players from Lenovo and Delaware Consulting share their stories of a great project that took nearly 18 months to bring to life in its initial phase and one that continues to this day as the solution continues to expand and evolve. Learn about the challenges encountered – and overcome – as the team formed and began work on this ambitious undertaking. Hear how they collaborated online, on 2 AM conference calls and in person, often traveling 30+ hours for a 6-hour project discussion.

Perhaps most valuable, join this very interactive session to hear what they feel were the keys to success, including process maturity, relentless focus on communications, documentation, and an openness to different cultures, points of view, and ways of doing things. While we will also present a brief summary of the operating results – number of customer requests served, investment ROI, savings achieved, etc. – the focus in this talk is on you, the audience, and your questions, with a lot of time reserved for animated discussion, interaction and questions.

If you work in a multinational setting and are considering a complex IT project that will be delivered by a globally distributed team this is a session you can’t afford to miss.

Listen to your Users: Building an Intranet using “User Centered Design”, a Novartis Case Study.

Track: Intranet and Digital Workplace
Speaker: Marek Nowakowski (USA), Novartis
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How do you decide what features and content make it on your new Intranet? Too often these decisions can get made in a meeting room full of Intranet business owners who want their stuff to be front and center. Other times these decisions might be made by an Intranet development team and perfectly suit their needs but no one else’s.

In our opinion doing anything without a very significant involvement of real users is a risky proposition.

In this session we’ll discuss:
- What User Centered Design is
- How to structure an Intranet design project with significant user engagement built-in
- Steering the steering committee with good user research
- How to get the most out of your user interactions through quality workshops and feedback sessions
- Translating research into design
- Turning users into evangelists for your project

This session is a case study where all concepts are illustrated through examples from a recently completed Intranet redesign at Novartis.

How to Measure and Benchmark your Enterprise Social Network

Track: Social Business
Speaker: Rachel Happe (USA), Community Roundtable
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Are you struggling to measure your internal communities or prove value? Having difficulty getting the resources you need to be successful? Come to this session to understand how to think about and measure both the investments you need to make and the returns - and then how to measure and benchmark those in a way that will make you and your program more successful.

This session will cover:
- The value of benchmarking
- How to use benchmarking to improve outcomes
- Examples and models for defining what to measure
- Building a research backed roadmap and budget
- How to translate metrics into ROI

Time: 2.00 pm - 3.00 pm

Expert panel

Learn more about the Expert panel discussion and be a part of the discussion to share perspectives.

Dan Backhaus (USA), Delaware Consulting
James Channings (UK), MMT Digital
Rose Cameron (USA), Penn State University

Time: 3.15 pm - 4.00 pm

Mythbusting: The Pursuit of Value and Delight in Experience Design

Track: Customer Experience Design
Speakers: Vincent Matyi (USA), ZS Associates & Melissa Visintin (USA), ZS Associates

Sure, you're aware of tools like journey mapping to identify touch points in time where your products, services and brand influence the audience you serve, but have you embarked on the next step to explore and examine the design opportunities that bring the highest value to people? Have you synthesized those interactions to focus and intentionally bring forward the most positive outcomes and benefits? Are you aware of the difference between designing to create functional interactions vs. invoking delight?

Melissa and Vincent will clarify the line between user experience and customer experience. They will guide you through the value proposition canvas so you can infuse your journey map with positive outcomes and benefits for the most important moments. This interactive session will give you tools and models to help you prioritize the design outcomes in your UX Strategy. Not to be missed if you're tired of hearing fluffy buzz words like "empathy" and “voice of the customer” as two veterans provide you with a no-nonsense framework for leaping UX work forward in your organization.

Designing Data-Inspired Digital Experiences

Track: Digital Leadership
Speaker: Sean Wood (USA), Independent digital experience advisor
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In this session, we'll discuss how big data insights can be used to inspire great digital products and customer experiences. Forward-thinking companies are transforming into digital experience-driven organizations in order to meet customer needs with business objectives. Yet among the volume of rich customer data, they often lose sight of the human element. Attendees will learn how to become data-inspired and design digital experiences that delight customers to build brand loyalty and drive greater demand.

Empowering Search to Drive Intranet Adoption

Track: Intranet & Digital Workplace
Speaker: Nate Green (USA), Intermountain Healthcare

To ensure a successful Intranet, a robust and easy to use search is crucial. Search has become an increasingly powerful feature of SharePoint which has capabilities going far beyond finding content. Powerful features of SharePoint 2013 Search allow companies to build new functionality with dynamic pages and content with little to no code. Utilizing these features is most effective in conjunction with content that is properly architected and optimized for searching. It is common for companies to come to the realization that their content isn't well architected and search isn't working as they'd hope. Intermountain Healthcare in Salt Lake City, Utah has encountered this challenge and have taken some novel approaches to overcoming it. In this session, we will discuss both the strategy and technical implementation of steps taken to improve their corporate Intranet's content searchability. We will discuss how these steps were taken using off the shelf SharePoint components and custom developed tools. Attendees will learn approaches to bring together the power of SharePoint 2013 search and proper content architecture to create a powerful search experience for their end users.

Selling the Shift: How to Effectively Navigate Change Management

Track: Social Business
Speaker: Kirsten Laaspere (USA), Akamai Technologies
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How many New Year’s Resolutions have you ever really stuck to? If you’re like the majority of the world, your best intentions likely didn’t see you past the first few weeks of the year. This does not reflect poorly on a person’s ambitions but rather on how they structured the resolution. Big, bold goals may sound good, but if you don’t have actionable steps to follow, you will likely fall short. A goal without a plan is just a wish.

By combining familiar concepts with real world business applications, learn how you can ease users into making a change in culture or process through purposeful, manageable, and cohesive shifts.

In this session we’ll cover:
- Identifying the right big goals
- Prioritizing for time, effort, and impact
- Breaking out manageable action items
- Selling the audience, not the task

Time: 4.15 pm - 5.00 pm

Balancing Consistency and Disruption in your User Experiences

Track: Customer Experience Design
Speaker: Dan Lewis (USA), Judge Group

We are constantly balancing between pushing innovation and using best practices within our user experiences. There is one side that wants to push, differentiate, and disrupt current paradigms within a market - yet the risk must be tempered with constant and expected behaviors within our sites and applications.

For example, Uber does not exist without Google Maps. The disruption was because of an underlying business problem, but leverages already established patterns and experiences for delivery. Smartwatches are becoming popular not because there is a novel pattern for a disc to be strapped to one’s wrist and provide data, rather the degree of sophistication as a result of a desire to disrupt mechanical watches in favor of small smart devices

This talk will look at examples of user experiences that are balancing disruption with consistency to great success. Finally, we will learn strategies to strike this balance in your own projects.

Bottom line is that we really see that most of the “disruption” in digital technology comes from existing user experiences embraced as a vehicle for change. The same should be looked at for your own projects. What works now? What is the business problem to be disrupted? What existing pattern aids in disruption?

Translating Innovation

Track: Digital Leadership
Speaker: Rose Cameron (USA), Penn State University
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So, they hired you to innovate… To stretch their boundaries and extend their existing investments. So, why is it you sometimes feel that you’re preaching to a congregation of people who don’t understand your religion and, frankly, don’t want to get anywhere near your baptismal font?

Being an innovator can be a hard slog. Now that you’ve gone beyond the heady first months of being a glamourous shiny new object, what does it take to really make innovation happen? How do you navigate your environment when you're at an org that is may be silo'd, tiered or have a senior leadership team that wants innovation but isn’t quite sure what that means or what it takes? Where you may/may not have the relationships necessary to create change?

This presentation/discussion is all about navigating that space. Learning how to verse your management in a “networking, trust and test mentality”. Helping your company flex new muscles so that they see change as an opportunity vs a threat to all with which they’ve become comfortable.

We’ll discuss:
- Fostering trust through developing a culture that uses innovation daily
- Making networking make sense to people whose power base was built on silos
- Helping management understand the world of iterative development and imperfection when they’ve been schooled to never launch until it’s 100%

Minimalize your Intranet Content

Track: Intranet & Digital Workplace
Speaker: Andy Jayne (USA), Cigna
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We’ve all heard that “less is more” and “simplicity sells,” but we rarely see this in action on intranet homepages. In fact, we often see the opposite: too much information plastered across homepages in an attempt to give everyone what they want (including those pesky political concessions).

Research shows that too many choices actually push people away instead of engaging them, so what does that mean for our content-heavy intranets? Could our attempt to provide everything an employee digitally needs actually be decreasing usage of the very tools created to make us more efficient?

During this session, we’ll:
- Take a look at the research that backs up the ‘less is more’ philosophy
- Show some examples of homepages that are busier than toy stores on Christmas Eve
- Ask attendees to share their biggest ache on their own homepages (prepare to share!)
- Explore methodologies for minimalizing your intranet homepage content in order to increase usage and informational value within your organization

The overall goal is to find the balance between information overload and information dearth; to make your homepage work for your audience.

Taking the Complexity Out of Enterprise Social Business Transformation

Track: Social Business
Speaker:Gary Liu (USA), Unisys
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Transforming to an enterprise social business platform is a complex undertaking and requires a clear strategic vision, objectives and goals, leadership and stakeholder alignment, and a compelling case for change in order to secure adequate funding and resourcing. It also requires the ability to identify and prioritize business issues and requirements in order to build a holistic, end-to-end implementation road map, leveraging the right mix of social technologies, employee engagement and integration with business processes in order to derive the maximum ROI from social technologies.

Gary Liu will share the company’s award-winning framework and approach to enterprise social business transformation that enabled its 23,000 globally dispersed employees to connect, share and learn via a common enterprise-wide collaborative social platform. In this session you’ll discover:

-How to make social collaboration an intrinsic part of your corporate culture
-How to drive operational efficiency, streamline innovation processes and increase its market agility
-How to position “Communities” as hub of knowledge sharing environment
-How to leverage social data analytics to measure success and business value

Time: 5.15 pm - 6.15pm

Town hall

Join expert panelists in an engaging, fast-paced debate on key issues for 2015 and beyond.

Time: 6.30 pm

Farewell Dinner

More about the farewell dinner

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