As a community management professional, I often think about inclusion. When I think about how to approach inclusive culture, I believe Diversity and Inclusion programs should closely integrate with Internal Communications, Learning & Development and be an integral part of digital transformation conversation. They all funnel up to employee experience and company culture.
I wrote this thought leadership article to consider these four steps to bridge the inevitable digital skills gaps across an organization, including:
What do you think? You can read the full article on CMSWire.
Founded in 1999 in Austria, IT consultancy and service provider Qualysoft helps businesses manage digital transformations and disrupt their IT infrastructure through cutting-edge technologies in areas like customer experience management, application services, e-government and resource management. Of course, this kind of work is a massive undertaking, which is why Qualysoft partners with Aurea CRM in order to deliver the best results possible.
While speaking to Steffen Dudda, CEO at Qualysoft Germany, we learned that Aurea CRM plays a vital part in rejuvenating the way his clients work and handle their own customers. Here are some highlights from our recent discussion:
Mark: How long have you been an Aurea partner, and how would you describe your company’s offerings?
Steffen: Qualysoft became an Aurea partner in early 2015, nearly four years ago. Our IT services span general customizing and programming, process consulting, technical consulting, specification workshops, product-independent CRM consulting and CRM strategies, business consulting, migration analysis and execution, as well as support services.
Mark: Which Aurea products do you specialize in?
Steffen: Qualysoft specializes in the whole product portfolio around Aurea CRM and Aurea Email Marketing.
Mark: Tell us about some of your favorite customer success stories.
Steffen: One example is Energie Steiermark in Austria and Germany. The energy service provider relies on integrated customer relationship management, state-of-the-art SMART Meter solutions, intelligent document management and a comprehensive self-service web portal for customers. In order to better serve their customers at each point of contact and be able to perfectly implement legal requirements for unbundling and SMART Meter, Energie Steiermark and Qualysoft partnered on their strategic “Dachstein” project.
We successfully designed a new architecture for their master data structure, which complies with data protection regulations and the company’s sales and service requirements. This gives customers the opportunity to view and, if necessary, amend or conclude all contracts, correspondence or invoices that they have with all Energie Steiermark companies via a new customer portal. In addition, Aurea CRM’s ticketing module allows for the central management of customer-related activities so that tickets are routed and processed automatically to designated teams based on different criteria.
We also work with Hirslanden, the largest medical network in Switzerland, to support their needs across marketing, guest relations, quality assurance, management, healthline and administration for 18 locations. After connecting Aurea CRM with their email, calendar, web content management system, SAP patient system and central database, Hirslanden was able to better nurture relationships with patients, administer quality measures such as patient surveys and evaluate customer feedback. As a result, the private clinic group now delivers even more personalized patient care across all locations, introduced a largely automated Privé membership, and can automatically update all available doctor data on the website.
Mark: What CX best practices do you recommend to your clients, based on your extensive experience with our products?
Steffen: There are several things we’ve learned along the way to help our clients. We understand which project approaches are most likely to get off the ground smoothly, and what obstacles clients often need to navigate. For instance, we advise clients to consider the importance of maintaining technical documentation. It takes time, especially with frequent document changes between systems, but it speeds up the process of adding or changing features.
Another thing we recommend in conjunction with CRM implementations is a SQL database performance analysis. By optimizing indexes or uncovering opportunities for improvement, our clients get even more out of Aurea CRM. In addition, we’re happy to work with teams on optimizing every last element of their CRM implementation, including email signatures in Outlook, BingMap functions and identifying conditional mandatory fields.
Mark: What do you think are the most important trends enterprises should be considering when it comes to digital transformation?
Steffen: In our opinion, some of the main trends when it comes to customer experience management include artificial intelligence, automation of processes and solutions, chatbots and the digital workplace. Just as important is for people to go back to the basics in the sense of making elementary things important again -- e.g. data quality, social CRM, etc.
Copyright: Qualysoft GmbH
Last month, our CEO Scott Brighton introduced the new Aurea. Scott shared our inspiration for bringing an unlimited approach to enterprise software and our vision for how it will deliver unparalleled value to our customers.
Today, we’ll get into the details. How does Unlimited work? What can you expect? How will it impact your business?
First, the basics. As Scott mentioned, Unlimited is not a program like its predecessor, Aurea Prime. It’s simply the way we do business. Like Netflix is synonymous with its approach to virtually endless content, Aurea now means unlimited access to the world’s first business software library. Nothing to join, no opting in or out. When you’re an Aurea customer, you get all our software. Period.
Next, the logistics. Our entire portfolio of products now lives in our software library. It includes the latest version of every product in both Standard and Enterprise editions, cloud and on-prem where applicable. It’s all there, and you can access all of it without restrictions or fine print.
The way your subscription works is simple. You can take the amount you spend with Aurea today and apply that amount towards each product in the library. For instance, if you currently spend $100,000 per year as a CRM customer, you get $100,000 towards each other product. That means $100,000 towards Jive. $100,000 towards CX Messenger, $100,000 towards AlertFind. The list goes on. If you choose a product of lesser value - great. It’s 100% covered. If you choose a product of greater value, simply cover the difference. And even better - every time Aurea adds a new company or product to the library - you get immediate access to that as well.
How do you deploy new products from the library? Currently, you work with your account executive and they will bring in our team of experts based on the product(s) you choose. If you see something you’re interested in, get in touch with your account executive and he or she will help coordinate the process.
What about support? Every product in the library comes with our Standard Support, which covers day-to-day troubleshooting, bug fixes, etc. You always have the option to upgrade to a premium offering like Platinum or A-List or to engage Professional Services for more complex deployments.
Here’s what this looks like in action. Say you’re a Jive customer. You browse the software library, and notice AlertFind, our emergency notification system. You don’t have a tool like that and it seems worth checking out. You contact your account exec, confirm that your Jive spend covers the AlertFind license you’ll need, then work with the Aurea team to set up a proof of concept. You try it out for a month, determine that it adds value – especially in conjunction with Jive, with which it integrates – and move forward with a full-scale deployment.
You now have the means to easily contact your employees across multiple channels in an emergency or business disruption at no additional cost.
This scenario conveys one of the core values of Aurea Unlimited: the ability to try new things, with very little risk, and either hit the ground running or fail fast. It removes the barriers to innovation and opens up endless opportunities to add incremental value, quickly, efficiently, and cost-effectively. The expectation is not that your entire software stack will suddenly all come from Aurea, but that you will gain the immediate ability to try things that may have otherwise been out of reach.
Best of all, that ability will continue to expand in both breadth and depth. We plan to add new products to the library as we build and acquire them – multiple times per year – as well as enhance our existing offerings. Like Netflix, the Aurea software library is not a static repository but an always-growing portfolio, committed to offering the most relevant and meaningful content to its users.
Every uncharted territory comes with speed bumps, and we expect to improve and hone the Unlimited process as it evolves. For now, we’re drawing a line in the sand: it’s time for a new approach to enterprise software. It’s time that software companies truly enabled their customers’ digital transformation. We believe Unlimited is the best way to make that happen, and like Scott said, we’re betting the business on it.
Questions? Ideas? Your feedback will help us make the new Aurea Unlimited even better, even faster. Get in touch with your account executive to learn more about how you can benefit from Unlimited, starting right now.
Planning ahead? See the Discover Unlimited Possibilities with Aurea (Official Webinar Recording) where you’ll get all the details on how to take advantage of the new Aurea Unlimited.
We hope everyone had a wonderful, engaging and informative time in Munich and New Orleans! Aurea Experience 18 was an amazing opportunity for customers, partners and Aureans to connect with each other and learn how to do more with our Jive communities. What’s more, we had the honor of celebrating our Aurea Experience 2018 Gold Standard Award Winners.
The Results are IN!
It’s been a pleasure to unveil these SEVEN incredible customer winners for this year’s awards. Each one exemplifies the thought leadership attributes we love to see in our Jive customer advocates on AureaWorks, at Aurea Experience and beyond. They’ve all accomplished outstanding employee engagement at their respective organizations through leadership in collaboration, connections and community management.
Congratulations are well-deserved for:
Credit: Andrew Kratz, Social Edge Consulting
Please congratulate all of our winners in the comments below.
Stay tuned for our official recap of the event to come next week - including presentations for reference!
Your AE18 App points will be doubled and added to your AureaWorks profile points by December 14, 2018.
This afternoon at Aurea Experience 18, we issued our official announcement detailing the new Aurea PeopleGraph platform. For those of you who weren't able to watch Scott Brighton's keynote presentation live, check out our press release below, which summarizes many of his key highlights.
In both New Orleans today and Munich last month, Scott discussed how PeopleGraph will:
Aurea PeopleGraph Unlocks the Value of Relationship Intelligence Starting with Jive Enterprise Communities
Aurea Experience 18 explores how unprecedented insight into people’s work relationships will reinvent enterprise connections, discovery and collaboration
NEW ORLEANS, Dec. 4, 2018 – Aurea, the company behind some of the world’s greatest customer and employee experiences, including Jive’s collaboration solution, today unveiled its PeopleGraph platform, which extracts sophisticated relationship intelligence within organizations to power enterprise communities centered around people. At Aurea Experience 18, Aurea CEO Scott Brighton shared how the company is helping its customers unlock human potential and drive deeper employee engagement by leveraging graph database technology to fundamentally transform traditional discovery and collaboration experiences.
“The nature of work has evolved dramatically as more global, virtual and distributed workforces have emerged, creating a clear imperative to re-establish people as the core of the collaboration experience,” said Brighton. “That’s why we reimagined Jive around PeopleGraph as an organizational ‘brain’ that understands each company’s web of ever-changing relationships. With this powerful intelligence, Jive will deliver a vastly improved experience for enterprise collaboration.”
The Aurea PeopleGraph mines billions of organizational connections to create a complete map of a company’s relationships across people, content and activities. This deep insight will drive unparalleled relevance and personalization as Jive releases several innovative collaboration capabilities in the coming quarters, including:
These new collaboration experiences will be underpinned by PeopleGraph’s highly scalable, graph-based data structure built on Amazon Neptune. Each community’s PeopleGraph will use sophisticated algorithms to analyze its full spectrum of people-to-people, people-to-content and content-to-content connections, both within Jive and from other applications across a company’s digital ecosystem. The platform interprets differing types and strengths of relationships – from hierarchical and explicitly defined connections, to implicit connections with people who have similar skill sets, interests and other affinities.
Following the initial launch with Jive, Aurea will roll out PeopleGraph across its entire software library so more businesses can uncover and enrich connections inside and outside their organizations.
About Aurea Experience 18
Aurea Experience 18 spans two free events in Europe and North America, where Aurea customers and partners enjoy three informative tracks with more than 15 breakout sessions on employee engagement, the new digital workplace and customer intelligence. Speakers include more than a dozen customers from organizations such as American Airlines, Carlson Wagonlit Travel, Citi, Commvault, International Committee of the Red Cross, Lloyds Banking Group, Morgan Stanley, Pearson, Schaeffler, Vodafone Ukraine and more. In addition, the conference offers a “boot camp” track, where Jive community managers learn key skills, strategies and best practices for building strategic plans, increasing adoption and driving advanced community use cases. For more information, follow @AureaSoftware and #AureaExperience on Twitter.
Aurea is the technology behind some of the world's greatest customer and employee experiences, for the largest and most successful brands. Aurea’s platform, engagement and vertical solutions help companies create exceptional, end-to-end experiences for their customers – driving both retention and growth. Aurea’s family of companies deliver process management, messaging, customer relationship management, email marketing, project and portfolio management, and collaboration software, as well as industry solutions for retail, insurance, energy and life sciences. Aurea Software, Inc. is an affiliate of ESW Capital. For more information, visit www.aurea.com or follow @AureaSoftware on Twitter.
Aurea and the Aurea logo are trademarks of Aurea Software, Inc. All other trademarks referenced are the property of their respective owners.
Our latest article on CMSwire asks a question Aurea’s product team has been thinking about quite a bit lately: Why did most enterprise social networks struggle while consumer social networks boomed? In my opinion, it’sbecause traditional enterprise tools focused on content instead of people. We believe that for a digital workplace to succeed, it must emphasize the “network” part of social network and enable relationships to be the driving force behind communication and collaboration. How? Graph technology, of course.
Read the full article for my thoughts on people-centric enterprise social and an explanation of exactly why graph technology is such a game-changer.
And, if you haven’t already, I’d encourage you to check out Scott Brighton’s blog post on how graph technology is driving the long-term future of Jive in particular.
Over time, technology companies tend to “rebrand” themselves. They update their logo, change their tagline, pick a new color scheme for their website. Underneath, however, their business model and relationship with their customers remains exactly the same.
At Aurea, we have a new logo. But this is no ordinary rebrand. We are not just freshening up. We have a new mission that fundamentally transforms the heart of who we are, and more importantly, what we do for you.
Today, I am thrilled to introduce the new Aurea.
Let’s start with that new mission statement. We worked hard to distill our reason for being into one sentence, and I believe it accurately communicates what the new Aurea is all about:
Aurea helps global businesses accelerate digital transformation through unlimited access to the world’s first business software library.
The first half of the mission statement is the “why.” Our singular goal is to enable and power your digital transformation. To us, that means that helping you reinvent and disrupt your industry with a host of technologies. The second half is the “how.” We are changing how you consume enterprise software in order to deliver on the “why.”
Digital transformation is sophisticated. It’s typically expensive. And it can be hard. By giving you unlimited access to our rapidly expanding library of software, you can do things that - given the reality of operating budgets - you would not ordinarily consider doing. Things that enable you push forward and create sustainable, competitive advantage in your industry. You can drive change and competitive advantage that is not metered by technology budgets, but is only metered by your company's aspirations and capacity to drive change.
As an Aurea customer, you will have access to every product in our portfolio. It’s not a program or something you sign up for; it will be the fundamental basis of your Aurea relationship and an automatic advantage of being an Aurea customer. Each and every product – cloud and on-premise, Standard and Enterprise – all live in our software library, and as of today, they will all be available to you as part of your library subscription.
While this model may be new to enterprise software, it’s an approach that we’ve all adopted in our personal lives. Netflix. Spotify. These companies changed the way we consume content. They transformed their industries from a model of scarcity and “by the drink” purchase or rental, to one of unlimited access. In the old days, you could only afford so many DVDs or records. That’s economic scarcity. Then Netflix and Spotify came along. Now, with one subscription, you get unlimited access to all their content. Your consumption is metered by appetite, not economics.
This is precisely what we’re doing for enterprise software. Currently, scarcity still reigns. When you’re making bets about what technologies are going to matter and what tools will drive your digital transformation, you’re typically limited by budgets. You can only afford to buy so much IT. You’re forced to place the bets you hope will have the most impact.
To eliminate those constraints, we were inspired by this consumer content model. Bring Netflix to enterprise software. Give you access to everything we have in a library that grows bigger and better over time.
Some of this may sound familiar. Aurea Prime was the first incarnation of this idea … and along the way, we learned that we made it too complicated. You could get this product, but not that product, or only this amount. You could get Standard, but not Enterprise. And the pricing was confusing. It didn’t distinguish between customers who were investing $10 million per year and $10,000 per year. So we decided to change all of that - with the new Aurea.
In the next few weeks, we’ll be sharing more information on how you can take advantage of your Aurea software library subscription. And in 2019 we'll be looking to bring to you more exciting innovation - both by organically innovating on the products already in the library as well as acquiring new software products that can extend or enhance the value of the products you are already using.
Our vision is to spend billions on software so you don’t have to. This is a big idea and a big change. Our mission is to reinvent enterprise software, and we’re betting our business on this concept of unlimited possibility. And we couldn’t be more excited to have you along for the journey.
As you may have heard, our long-time customer, Vodafone Ukraine, was recently honored with a Gold Step Two 2018 Intranet and Digital Workplace Award. The leading Ukrainian mobile operator has been using Jive for four years to successfully fuel employee collaboration and strategic alignment. As a result, the organization doubled its employee net promoter scores, achieved over 88 percent adoption, and saved over $2 million through increased employee efficiency (by spending less time in meetings and making corporate memory searchable).
On November 13, we’ll hear from world-class internal communications experts like Tetiana Kipiani and Andriy Yaremko from Vodafone Ukraine, as well as Anna Kravets, CEO, ANROM Social Business, during our digital workplace track at Aurea Experience 18 in Munich:
Breakout Session: Tuesday, 13 November, 1pm
Title: How to fuel a world-class digital workplace to encourage action, innovation and drive real business results
Recipient of the prestigious 2018 Worldwide Intranet and Digital Workplace Award, Vodaphone Ukraine, and their partner ANROM, share the challenges and lessons learned in achieving over 88 percent community adoption, driving improved employee satisfaction and delivering millions of dollars in cost savings with their Jive community. This session will leave you with plenty of techniques for engaging employees and best practices you can implement within your community today.
In preparation for Aurea Experience, I recently checked in with the Vodafone team to find out more about how they’ve using Jive to achieve these fantastic results. Here are some highlights from our conversation.
Katherine: Which best practices surrounding Vodafone Ukraine’s community adoption and employee engagement are you most proud of?
Tetiana Kipiani, Head Employee Learning & Development and Internal Communications, Vodafone Ukraine:
We are very grateful to the Jive platform for its flexibility and technical possibilities, which have been helping to bring all our ideas to life for the past four years. We are really proud of all the customizations that we were able to implement in PROSTOR (what we call our Jive-powered digital workplace). Those unique features allow us to use the intranet as a driver for organizational change and cultural transformation. They are:
All of these creative UX/UI design solutions effectively support real business processes and strengthen the main vectors of our company's development strategy.
Katherine: How do you think workplace technologies and mindsets need to evolve to address employees’ changing needs?
Natalia Humenyuk, Expert on Employee Development and Internal Communications, Vodafone Ukraine:
We believe all intranet functionality should be interesting, useful and attractive to users in the first place. At the same time, digital workplaces should contribute to the achievement of business objectives. It’s useful to follow the trends as well, because your digital workplace solution must align with the processes and phenomena that are happening globally.
And it's not just about business. Sometimes, to keep users engaged, you need a bit of hype. The source of your inspiration could be found in showbusiness, mass media, etc. For example, for the last couple of years, we have been pursuing the challenge of creating a strong community of corporate bloggers. We call this project “Vodafone’s Bloggers Hub.” We’ve taken employees all around the country and taught them all the subtleties and tricks of vlogging, copywriting, photo blogging, etc. We’ve taken all the risks and just done it.
This case was even recently recognized by global intranet community. The jury of the Intranet & Digital Workplace Awards 2018 noted our project as a unique and courageous example of adding a strong blogging ingredient to the company's corporate culture mix. So, do not be afraid to be modern in a corporate environment -- this is our credo.
Katherine: What are you most looking forward to next week during the Aurea Experience conference?
Andriy Yaremko, Expert on Employee Development and Internal Communications, Vodafone Ukraine:
It will be our first participation in this kind of professional event. We are looking forward to meeting like-minded people. We are ready to share our stories of the ups and downs of our PROSTOR community. We want to learn about the successful use cases of colleagues, intranet trends and, then, use this knowledge to improve Vodafone Ukraine’s PROSTOR. And of course, we will be happy to share some tips from our experience of winning global awards.
This year, we were excited to welcome the International Committee of the Red Cross (ICRC) – an impartial, independent and neutral organization ensuring humanitarian protection and assistance for victims of armed conflict and violence – to the Jive and Aurea family. The organization brought in Jive to empower colleagues to work across regions on important thematic areas such as urban violence and creating better conditions for people living in detention centers. I’ve been inspired over the past year as I’ve had the honor to support the ICRC in their efforts to help manage major change processes and improve social collaboration.
On November 12 and 13, we’ll hear from Ernesto Izquierdo, ICRC's social collaboration project manager, at Aurea Experience 18. He’ll share how the organization is using Jive to enable conversations that cut across hierarchies and locations as part of our opening keynote presentations and our employee engagement track in Munich.
Breakout Session: Tuesday, 13 November, 2pm
Title: Advanced and innovative engagement techniques
Got the basics down for engaging your employees using your Jive platform? Getting to the next level can be a challenge. Ernesto Izquierdo from ICRC and the UBM team have some creative ideas for using Jive as the basis for unique and specific types of engagement, including techniques for more productive meetings and linking peer-to-peer recognition with charitable giving.
In preparation for Aurea Experience, I recently checked in with Ernesto to find out more about how the ICRC is using Jive to support over 50 internal communities and facilitate their work on several humanitarian projects.
Michelle: Which best practices surrounding ICRC communities are you most proud of?
Ernesto: Our colleagues work in over 80 countries, and Jive is enabling us to work together across regions in ways we were not able before. We use Jive to drive conversations about our new institutional strategy and engage our 18,000 staff on a single hub. It helps us get feedback from people who are directly involved with the implementation of our strategy across all the many places we work.
Some of the subjects we work in are highly confidential, and unlisted groups in Jive help those teams discuss topics and securely capture decisions instead of asking questions over email and getting lost in all the exchanges. For example, one of our teams used to send over 100 emails to discuss and validate one biomedical item. Now all this discussion takes place in one single thread via Jive. This improves the effectiveness of our work and ultimately increases our capacity to help people caught up in armed conflict and violence.
Michelle: How do workplace technology and people’s mindsets need to evolve to address employees' changing needs?
Ernesto: Regarding the mindsets, we are building specific trainings for our managers, called
“Managing in the digital age at the ICRC.” Our aim is to explore together how we can do things differently and more effectively with new digital tools. Of course, we need to take a step-by-step approach, listen to what people value about their current ways of working, and show them how new practices such as “working out loud” could help drive our teams to learn from what and how others are doing things, as well as ease communication across hierarchies and silos.
At the same time, we have to understand and respect that not everyone will want to use social technologies. We are the oldest existing humanitarian organization, so we know how to adapt to changing environments. However, the speed with which digitalization is changing work processes and transforming every single aspect of life is still a challenge, but one that we are embracing. In order to facilitate this evolution for digital workplace technologies, we need to invest more and more in user experience, and in providing an easy journey for our ICRC staff. By keeping simple processes to under two or three steps, we can ensure that people maintain their ability to respond quickly to humanitarian needs worldwide.
Michelle: What are you looking forward to next month during the Aurea Experience 18 conference?
Ernesto: I'm looking forward to meeting great community specialists, such as Jon Ingham and Dan Thomas, and seeing how other organizations are using Jive to achieve their objectives. I'd like to have honest discussions, not only about positive achievements, but also about real challenges and how people are tackling them. I'm also really interested to learn more about Jive and Aurea's on-premises roadmap.
We're getting excited for Aurea Experience 18 to kick off next month in Munich, and then this December in New Orleans. As we get closer to this next customer and partner conference, we've announced another speaker in our stellar mainstage lineup: Brad Bebee, principal product manager for Amazon Neptune. Check out today's press release below for more details on what Brad will cover during his keynote, and how Aurea is leveraging Amazon's graph database to power the future of Jive.
Hope to see some of you in Munich or New Orleans very soon!
Aurea Plans to Unveil PeopleGraph, a New Technology Leveraging Amazon Neptune that Will Power the Future of Jive Software
Aurea Experience 18 to detail innovative relationship intelligence platform; feature mainstage keynote by AWS’s Brad Bebee on the advantages of graph databases
AUSTIN, Texas, Oct. 30, 2018 – Aurea Software, the company behind some of the world’s greatest customer and employee experience solutions, including Jive Software, today announced that Brad Bebee, principal product manager at Amazon Web Services (AWS), will keynote at Aurea Experience 18 on November 12 in Munich and December 4 in New Orleans. Alongside Aurea CEO Scott Brighton, Bebee will explore how companies like Aurea are leveraging Amazon Neptune, a fast, reliable, fully managed graph database service that makes it easy to build and run applications that work with highly connected data sets.
“At Aurea, we’ve been committed to AWS for nearly a decade, which is why we’re so pleased to have Brad join us at Aurea Experience this year,” said Scott Brighton, CEO at Aurea Software. “He’ll discuss the power of Amazon Neptune, and how we’re re-establishing people as the center of enterprise social networks in order to create a vastly improved experience for enterprise connection, discovery and collaboration.”
At Aurea Experience 18, Brighton will unveil details of the massively scalable PeopleGraph technology Aurea is building on Amazon Neptune. Aurea’s new PeopleGraph will take relationship intelligence to an unprecedented level of sophistication to support enterprise communities centered around people. This underlying platform will eventually span Aurea’s entire software library to help businesses uncover and enrich different types of relationships inside and outside their organization.
About Aurea Experience 18
Aurea Experience 18 spans two free events in Europe and North America, where Aurea customers and partners will enjoy three informative tracks with more than 15 breakout sessions on employee engagement, the new digital workplace and customer intelligence. Speakers include more than a dozen customers from organizations such as American Airlines, Carlson Wagonlit Travel, Citi, Commvault, International Committee of the Red Cross, Lloyds Banking Group, Morgan Stanley, Pearson, Schaeffler, Vodafone Ukraine and more. In addition, the conference will offer a “boot camp” track, where Jive community managers can learn key skills, strategies and best practices for building strategic plans, increasing adoption and driving advanced community use cases. For more information, follow @AureaSoftware and #AureaExperience on Twitter.
Aurea Software, Inc. is the technology behind some of the world's greatest customer and employee experiences, for the largest and most successful brands. Aurea's platform, engagement and vertical solutions help companies create exceptional, end-to-end experiences for their customers – driving both retention and growth. Aurea's family of companies deliver process management, messaging, customer relationship management, email marketing, project and portfolio management, and collaboration software, as well as industry solutions for retail, insurance, energy and life sciences. Aurea is an affiliate of ESW Capital. For more information, visit www.aurea.com or follow @AureaSoftware on Twitter.
Aurea and the Aurea logo are trademarks of Aurea Software, Inc. All other trademarks referenced are the property of their respective owners.
A few years years ago, I had the privilege of working with Katrin Fischer, the social intranet project manager at Schaeffler Group, on the early stages of their Jive launch. The other day, I had a chance to catch up with Katrin about how things have been going since then, and get a sneak peak of her upcoming presentation at Aurea Experience, where she’ll be discussing Schaeffler’s evolving digital transformation, and how her team is getting and keeping employees engaged and working in new ways.
Schaeffler is a global automotive and industrial supplier with more than 92,000 employees in over 50 countries. In the interview below, Katrin explains how the company’s collaboration and communication have evolved since replacing their 15-year-old intranet four years ago. In particular, she describes how Jive (aka “Schaeffler CONNECT”) now serves as the organization’s primary communications platform, corporate memory repository and virtual meeting place for employees from every division, region and function – ultimately building a transparent culture of cooperation while improving efficiency and strategic alignment.
Michelle: Which best practices surrounding Schaeffler’s community adoption and employee engagement are you most proud of?
Katrin: Last week we hosted an event at our headquarters in Herzogenaurach called “Coffee to CONNECT,” where we conducted a small info fair. In advance, we asked within our network if anybody wanted to share their best practices with the audience, and one of the volunteers was the community manager of our global product data management community. He manages more than 1,000 colleagues in his worldwide network and was so excited about the communication possibilities he now has with Jive. This is what he had to say:
“...Lots of things have become a lot easier. The global overview of our meetings, agendas and topics. Searching, finding and sharing information saves me a lot of time.”
This best practice is just one example of many. We now have more than 2,000 groups in Schaeffler CONNECT, ranging from small project teams to huge cross-organizational expert communities. In particular, I am proud of our “Ask the Schaeffler CONNECT experts” group, where we provide our users a place to raise questions, provide feedback and exchange information. A lot of their questions are answered by other interested colleagues who use Jive intensely, which really helps my team reduce our support efforts. In addition, the global multiplier network we started two years ago has been a success. We now have more than 300 guides all around the world who help us spread the CONNECT message throughout the Schaeffler organization.
Michelle: How do you think workplace mindsets need to evolve to address changing business needs?
Katrin: In my project, our huge challenge is how to help change employees’ mindsets (and also those of management) to prepare them for the needs of the changing business world. With Jive, we have introduced a global platform that already provides easier, more intuitive and flexible possibilities for communication and collaboration. Our challenge now is to succeed with changing our communication culture – a long and sometimes hard journey.
In my opinion, this is not a technological challenge. We already have a broad set of tools available and the necessary infrastructure to help people improve their daily work, as well as communication and collaboration with their colleagues and external partners. However, it can be confusing for users to know when they should use which tool, and so we need to define clear use cases and to provide them with guidance through the app jungle.
Michelle: What are you most looking forward to in November during the Aurea Experience conference?
Katrin: For me, the exchange with other Jive users is always the most interesting. I look forward to seeing presentations of other customer projects and use cases, and learning what works well for them. In Germany, we already have a quite close network of German companies using Jive. I am really looking forward to meeting them in Munich and also meeting new faces and making new contacts. Of course I am also highly interested in the Jive roadmap and new developments in the software – in particular, Jive’s on-prem and mobile strategies.
We recently sat down with the company’s collaboration programme lead, Mark Mazza, in advance of his colleague Dan Thomas’ presentation at the upcoming Aurea Experience 18 conference in Munich. Mark shared insight into how Jive is helping Lloyds constantly adapt and change to customers’ needs.
Read more here!
Here at Aurea, we’re closely observing happenings in the CRM space as we continue to evolve and build out our differentiated product vision for Aurea CRM. Recently, I was asked to share some of my perspectives on the future of CRM in an article for a German publication called Big Data Insider. For those of you who read German, feel free to take a read and let me know your thoughts.
For the rest of you, I’ll summarize my key points here. Two of the biggest trends we’re seeing in CRM these days surround mobile and big data. Mobility (and in particular, offline enablement, which we offer through Aurea CRM’s mobile clients) is especially key for driving sales adoption amongst reps who are always on the road, often in areas with poor Internet connections. In addition, intelligent CRM capabilities are becoming more and more critical for modern solutions, as buzzwords like artificial intelligence and machine learning start delivering real value. Every business is looking for ways to increase work productivity, and CRM systems of the future will enable this through more sophisticated customer intelligence that proactively detects important patterns in your customer activity, relationships and networks.
Of course, with all this data, security is increasingly critical for CRM systems, especially here in Europe where GDPR is top of mind. And finally, social is an area that no sales team should overlook, since these channels contain a treasure trove of valuable information about your customers that can be leveraged to inform and accelerate sales cycles.
What additional trends are you seeing in your business? I look forward to discussing these topics and much more with those of you who are joining us at Aurea Experience 18 in Munich next month.
Continuing our recent thought leadership momentum, today I'm excited to share another great CMSwire article by our own Kosheno Moore! This piece delves into ways companies can bring more rigor to their employee engagement strategies at each stage of the employee lifecycle.
Read more here!
If your business is looking to truly improve the employee experience and increase engagement, it’s not enough to just roll out an intranet and hope that does the trick. While putting the right platform in place is important, it is essential to also have digital leaders who advocate for your community’s transformative power across the organization.
That’s why we’d like to congratulate our customer Aaron Kim, head of Digital Workplace Solutions at the Royal Bank of Canada, who was recently awarded Digital Leader of the Year by Digital Workplace Group (DWG) in partnership with Simpler Media Group (SMG)/CMSWire. The prestigious award recognized Aaron for his leadership on RBC Connect, Royal Bank of Canada’s enterprise community (powered by Jive), among other projects.
Through Aaron’s leadership, RBC Connect has grown to more than 63,000 active users and 3,600-plus active communities. His strategy for the next five years is to continue evolving RBC Connect to meet the company’s and employees’ ever-changing needs. By doing so, Aaron’s goal is to keep the RBC Connect experience for employees simple and keep their engagement high.
One of the things that most impresses us about Aaron is that he makes time to contribute to the broader business community by sharing his valuable insights around collaboration, digital transformation, and trends in business communications. Check out his latest articles in Biznology or this recent video interview from Intra.NET Reloaded Boston.
We’re also pleased to announce that Aaron and his colleague – Sajneet Sodhi, program IT director at RBC – will speak at Aurea Experience 18 in New Orleans this December about how they’re expanding the Global 500 bank’s use of Jive to take adoption and engagement to the next level. Interested in attending? You can still grab a spot here: https://www.aurea.com/experience18/.