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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:

  • Dina Vekaria-Patel - We chose to highlight Dina for her work evangelizing and educating Pearson colleagues on the value and use of social and business communities. She does this through 1:1 and group training, as well as peer-to-peer resources like webinars, how-tos and her awesome “People of Pearson” advocates vlog.
  • Dori Gray - Dori does an impressive job managing Medidata Express, where she connects employees to each other and to the information they need. She ran a Jive space with 40,000 people in her last role, which inspired her passion for collaboration. She’s an active, valued member of this very community (AureaWorks).
  • Ellen Anderson - Ellen maintains a vibrant Thomson Reuters community and Jive’s largest cloud instance, with a 70-80% active user rate and 236 engagement index. We appreciate her time as a dedicated and thoughtful member of our Jive Customer Advisory Board, and love that she’s proud to be “raising independent, fierce, smart, and awesome nerds.”
  • Hazem El Mahmoudi -  At Faurecia, Hazem leads the implementation of new Jive feature packages from building through testing and validation, and coaches users and admins on how to use Jive most effectively. He’s also a big help here on AureaWorks, where he actively answers questions and proposes new ideas.
  • Helen Chen - Helen of Carbon Black leads Jive’s Boston Area User Group, setting up group meetings and connecting peers. She’s also earned an AureaWorks “Above and Beyond” badge for all of her daily collaboration on AureaWorks, where she quickly and accurately helps other members. And, of course, we can totally relate to her passion for Fitbit, Instant Pots and video production!
  • Tanya Burak - Tanya does a great job running Savills’ global intranet and internal communications strategy, supporting more than 12,000 users across 60 countries and 600 offices. She’s also been a huge asset to our community of Jive customers in the UK, leading user groups (and fabulous holiday parties).
  • Tracy Maurer - Tracy’s passion for improving Commvault employees’ work experiences through enterprise collaboration tools shines through every day. Not only does she participate regularly in this community - leading testing groups, helping members, answering questions and sharing her knowledge - she also works directly with our Jive team to constantly improve the product. 

 

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:

  • Bring value to organizations by unlocking human potential and driving deeper employee engagement.
  • Power several new Jive features in the coming quarters, including contextual recommendations, intent-based search, intelligent news feeds and a reimagined digital diary.
  • Create a complete map of an organization's relationships through a highly scalable, graph-based data structure that uses sophisticated algorithms to analyze different types and strengths of organizational relationships.

 

 

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:

  • Contextual recommendations – PeopleGraph will help organizations accelerate their pace of content creation and reduce duplicate work by allowing Jive to recommend related experts and documents in real time as people work.
  • Intent-based searchIn order to help people quickly find what and whom they’re looking for, the PeopleGraph search engine will go beyond keywords to truly understand the real intent of each search. Jive’s new discovery experience will leverage advanced content semantics and valuable intelligence about each person’s interactions to deliver better results.
  • Intelligent news feeds – PeopleGraph will also eliminate digital crowding in Jive news feeds by leveraging its relationship web to prioritize the information people care most about.
  • Reimagined digital diary Jive’s new mobile-first personalized assistant will save people time and ensure more successful, productive meetings. PeopleGraph will enable this by instantly merging a user’s calendar appointments with recommendations of related people and information from multiple digital tools.

 

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.

 

About Aurea

Aurea is the technology behind some of the world's greatest customer and employee experiences, for the largest and most successful brands. Aureas platform, engagement and vertical solutions help companies create exceptional, end-to-end experiences for their customers – driving both retention and growth. Aureas 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.

 

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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:

 

  1. OVATIONS, a module that lets people give digital thanks to colleagues


 

  1. Vodafone Smart City, a gamified module for volunteer activities


 

  1. In touch with Executives, online chat rooms with our top leadership


 

  1. Agile Knowledge Base, where we promote tools for flexible management models

 

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!

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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.

 

About Aurea

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.

 

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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.

 

 

 

It’s awesome to see a long-established company embrace the changing world and thrive in today’s digital landscape – especially when that organization can trace its history back to the early days of the Enlightenment. Few companies in the world are more established or esteemed than Lloyds Banking Group, which today encompasses multiple brands, including Lloyds Bank and the Bank of Scotland, which was founded in 1695!

 

When you’re building on a 321-year old heritage, there's a lot to consider but, in today’s digital world, you have to keep both eyes looking forward. That’s why Lloyds decided a unified collaboration solution for employees was critical to continue to thrive. Jive is not only helping Lloyds Banking Group preserve more than three centuries of corporate memory, 90,000 employees can now carry that collective knowledge into the future and collaborate together to continue to succeed.

 

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.

 

 

Aurea: If you had to sum up what Jive is to Lloyds Banking Group in one sentence, what would you say?

 

Mark: Jive is becoming the heartbeat of Lloyd Banking Group, it’s our pulse. We call the collaboration solution our “Hive,” because it enables colleagues to create stronger relationships and tap into more diverse thinking, which in turn drives greater collaboration.

 

Aurea: What are the top benefits Lloyds has experienced using Jive to power its internal community (Hive)?

 

Mark: We see three main benefits from having Jive in place...

  1. The ability for colleagues to create new connections and foster relationships which they would never have been able to do previously.
  2. The ability to quickly get answers to questions, no matter how random they may seem, either through the power of people’s networks or one of the many specialist communities we have, ranging from Excel help groups, to customer-facing colleague support groups, to new initiative launch groups. Our Community Banking Questions group, dedicated to helping frontline colleagues get answers from their peers or head office colleagues, is our third most popular group receiving 50,000 views a month. In the 6 months since launch, it’s had 2,300 questions posted, of which 99% have had responses, and is now a fantastic knowledge base.
  3. The ability for customer-facing colleagues to be able to share our customers’ experiences with non-frontline colleagues and engage in conversation with them, helping all colleagues better understand what our business is about and how we need to place our customers at the heart of all we do.

 

Aurea: What types of departments and teams use Hive, and how does it help them achieve their personal or company goals?

 

Mark: 99% of our colleagues now have access to Hive and our community reports tell us it’s being used pretty much across the board with all business areas having active rates greater than 80%, and in most cases over 90%. Considering Jive was not designed to replace our existing intranet or SharePoint, and is something colleagues have to actively seek out, these are great numbers. Our Career Community group has over 10,000 followers where colleagues share their tips on development opportunities and support those who are seeking to progress their careers. We’ve had many examples of mentoring and job shadowing opportunities being freely offered by colleagues and it’s really opening up opportunities for colleagues who would otherwise have found themselves restricted to their limited networks and existing business areas. This type of agility is essential for us to grow and adapt to the ever-changing world in which we operate. 

 

This great comment one of our colleagues posted really sums up the benefits we’re witnessing…

 

“Jive has been great and I would encourage everybody to use it! When I’ve had complicated queries Jive has enabled me to get in touch with people who can help that I wouldn't normally be in contact with. It’s really helping staff in the branch network reach out to other departments that we don’t have contact details for. I had a complicated query relating to a legal charge held against a third title number to a property and a stressed customer in branch who was beside himself with worry as it was blocking a purchase going through - within an hour I had someone from the securities team updating the land registry - amazing! I’ve also had IT issues that I’ve gone round in circles with over the phone that have been resolved with a simple message on Jive. Its brilliant and great to see all departments coming together!

 

I also love reading and posting the good news stories - these have inspired my own branch team. The sharing of hints and tips and best practice means branches can learn from each other. It’s also really given staff a sense of achievement and recognition when they are tagged into a great story or people comment on how well they have done. Great to see people taking pride in a job well done. I really feel Jive is helping me widen out - I can communicate with my colleagues all around the country and I’m not contained to my branch or local area anymore.”

 

Aurea: What has Hive's biggest impact been on you, personally? How has it changed the way you work?

 

Mark: I now work out of Hive and just check my emails 2-3 times a day. It has massively reduced the reply-to-all email threads that used to circulate and get out of sync. It also means anyone new joining the team can get immediately up to speed, we don’t lose the knowledge of leavers, and I can bring anyone into a conversation without having to forward emails (and copy everyone else from the original trail back in). It has also challenged me to be more confident to share my work openly, particularly early drafts, and enable others to help shape my thinking or kill non-value adding ideas quickly.

 

Aurea: Looking forward 5 years, how do you foresee Hive supporting your organization's vision?

 

Mark: No one knows exactly what the future of work will look like in 5 years, but we can be pretty certain it will look very different to what it does today. What we do know is that our organisation needs to constantly adapt and change to our customers’ needs - responsiveness and speed of delivery will be essential to staying relevant and competitive. Hive is helping us make this behavioural change by making us more transparent, making our knowledge far more accessible (and no longer something to be hoarded), and helping us feel like a smaller, more connected company than a large complex one.

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.

 

Kosheno recommends organizations define their touchpoints using a combination of people, process and technology (such as Jive) in order to...

  1. Set the Right Impression and Expectations With Effective Onboarding
  2. Create a Sense of Purpose With Top-Down Strategic Messaging
  3. Create a Sense of Belonging via a Bottoms-Up Feedback Loop
  4. Mine Your Employee Sentiment Through Thoughtful Offboarding

 

"Digital enterprise communities can give new and long-time employees alike a forum where they can voice their opinions through discussions, surveys and focus groups, and connect with teammates and leaders, as well as interest- or location-based groups. Your enterprise community not only provides the tactical means to gather employee input, it also allows you to measure engagement. During onboarding, for instance, you can centralize all related materials, then evaluate the sentiment and impact of every interaction with your onboarding content. These metrics will quickly identify whether your onboarding experience is resonating with people and where you can improve."

 

Read the article here: https://www.cmswire.com/digital-workplace/tips-to-improve-engagement-across-the-entire-employee-lifecycle/

Enjoy! Please comment below with your thoughts and feedback!

 

Learn more about employee engagement best practices at Aurea Experience 18!

Boot Camp is FREE for the first time ever! If you haven't registered yet, please do so here: Experience '18 | Aurea Software Hope to see many of you at AE18!

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.

Royal Bank of Canada's Aaron Kim

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/.

 

Royal Bank of Canada's Aaron Kim will speak at Aurea Experience 18

Greiner Bio-One is a global supplier of high-quality laboratory products with more than 1,800 employees and 23 subsidiaries, including production sites in Austria, Brazil, Germany, Hungary, the United States and Thailand. The company develops biotechnology, diagnostics and medical devices, and its BioScience division ranks among the leading providers of specialist products for the cultivation and analysis of cell and tissue cultures.

 

With such a large, diverse and dispersed business, it’s not easy to stay on top of individual customer relationships or manage every single lead, opportunity and interaction worldwide. That’s why Greiner Bio-One decided to adopt Aurea CRM’s comprehensive customer relationship management solution a few years ago.

 

We recently chatted with Ingrid Lamperstorfer, who manages the company’s CRM & EDI initiatives, to learn more about their experience in advance of her presentation at the upcoming Aurea Experience 18 conference in Munich.

 

 

Aurea: How long has Greiner Bio-One been using Aurea CRM?

 

Ingrid: Previously, we used two different CRM tools – eSales and SugarCRM – in just a few countries, so our sales teams were not well-connected. About four years ago, the managing director of our UK subsidiary, Tom Woods, initiated a project to look for a new CRM system that could span the entire organization. The team evaluated nine software vendors, looking for a CRM solution which would both meet all our key workflow scenarios and be configurable to facilitate local operational requirements. We chose Aurea CRM and are rolling it out across Greiner Bio-One.

 

Currently we have around 300 active users in the U.S., United Kingdom, Germany, Netherlands and Belgium, and are in the process of rolling out Aurea CRM to our operations in France and Austria this year. We’ll add eight more countries going forward, with our total user base anticipated to be around 500 people.

 

Aurea: How do your sales reps use Aurea on a daily basis?

 

Ingrid: Our representatives use Aurea CRM as the cornerstone of their day-to-day administration. They can do their activity planning and visit reporting, create new contacts and organizations, assign interests, as well as enter offers in the system and order product samples for customers. All of this relevant customer information is therefore captured in Aurea CRM, where it is then available to a range of interested colleagues, such as line management, product management and marketing departments.

 

Aurea: Do you use any other solutions from Aurea Software?

 

Ingrid: Yes, we started using Aurea Campaign Manager for our email marketing at the end of last year. So far, we’ve done the initial integration with Aurea CRM. Its new user interface is modern and up-to-date, and the product roadmaps both look very promising. We look forward to more seamlessly connecting the two systems as we continue expanding our marketing programs.

 

Aurea: What do your sales reps like best about the CRM software?

 

Ingrid:

For them, it provides high visibility of key information and easy access to everything they need to know in order to prepare for a meeting -- including current and historical pricing, invoice and customer support activity, status of sample requests and offers, etc. They also have access to the latest sales and support information, as well as helpful marketing information (such as conferences the customer recently attended), so they can follow up appropriately.

 

One Aurea CRM feature we use often is the opportunity module, which is especially helpful with all our public-sector contracts. We can create the appropriate offers in the system and track all the information we need for these proposals, including the customer’s pricing requirements. Aurea CRM enables our sales force to see far more customer information than they ever could in the past. 

 

Aurea: What kind of adoption and success are you seeing across the organization?

 

Ingrid: In addition to our sales teams, who make up the majority of our Aurea CRM users, our customer service, marketing, quality control and technical support teams are also now using the solution to both extract data and track and follow up on issues. We are expanding the range of users and user groups as more affiliates go live and we find new opportunities to benefit the business.

 

With our increasing user base, the Aurea CRM platform provides a management tool for the evaluation of either general activities or those of particular interest -- such as activities related to a priority product or campaign. We are currently developing and evaluating our metrics and reporting structures to provide relevant qualitative and quantitative data, as the system and the culture of CRM in this form is still relatively new to many users.

 

Does simultaneously increasing sales, aligning marketing campaigns and improving customer service sound like utopia? Synergy Consultants, a CRM project management consultancy based in Kelkheim and Lüneburg, Germany, achieves exactly this for its clients. Since its first projects dating back to 1999, Synergy Consultants has helped clients gain more customers and build strong relationships with existing ones. They’ve delivered more than 200 value-driven CRM projects and initiatives all channeled through Aurea CRM.

 

In fact, Synergy is hosting an event this week for their customers, and our own Michael Obermaier is honored to be sharing a presentation about use cases and future trends in CX management. If you’re planning to attend, please stop by and tell him hello! In the meantime, to find out more about what Synergy has learned over the years, we recently chatted with their managing partner, Klaus Eichhorn.

 

 

Mark: How long have you been an Aurea partner, and how would you describe your company’s offerings?

 

Klaus: We started as an implementation partner of update.crm back in 1999. When update.crm was acquired, Aurea’s strategy helped us grow our business and our offerings. We have deep expertise in all aspects of Aurea CRM, and we are able to deliver solutions from the earliest touchpoint of the customer journey to every following scenario.

 

Our CRM + Prozesse offerings align processes with efficient software solutions to benefit our customers. We help clients meet their customers’ needs by identifying and addressing relevant customer touchpoints. We provide expertise and tools that help our clients gain new customers and build up strong relationships within their existing customer base, whether through marketing, sales or service processes.

 

Mark: What is your favorite customer story?

 

Klaus: Let me pick out one example. We’ve worked with Stäubli, a robotics and mechatronics company, to improve the sales process. Stäubli is now able to offer specialized services to their customers based on Aurea CRM’s opportunity features. Because they can track the specific needs of each prospect in the opportunity record, their offerings fit much better than before, they’ve increased customer satisfaction and they’ve achieved higher closing rates. In another project, we brought their sales and services together in one system worldwide. This significantly improved cross-team collaboration, which even impacted revenue. Stäubli boosted service revenue with the help of proactive and preventive offerings at the end of machines’ lifecycles at customer sites.

 

We helped Stäubli deploy a global CRM system with Aurea CRM, replacing three different CRM systems in three different divisions. By using Aurea CRM worldwide, they’re experiencing heightened productivity and improved sales metrics. As a global leader in its industry, Stäubli is accelerating its entry into new markets and regions with structured processes and an efficient CRM tool.

 

On the marketing side, we’ve successfully implemented many marketing and promotion processes channeled through Aurea CRM workflows. As a result, our customers in the life sciences and consumer brand industries eliminated Excel work, significantly reduced manual entry and cut time spent on data handling. We also gave these companies better control over their campaign process with automated invitation and response handling. As one outcome, customer satisfaction increased significantly.

 

Mark: What customer experience best practices do you recommend to your clients, based on your extensive experience with our products?

 

Klaus: I always remind people that the more successful CRM implementations are the ones driven by the business. IT is important but cannot play the role of the business. CRM implementations where a C-level sponsor is on board (not all the time – but at a high level) have more speed. And most importantly, there is no successful CRM implementation in the sense of business value and increasing sales where there is no benefit for the user. Forget any initiative that’s all about results without offering real advantages for your day-to-day users.

 

Mark: What do you think are the most important trends enterprises should consider when it comes to digital transformation?

 

Klaus: I would separate between hype and concrete issues that help to improve and accelerate business. To see clearly about this, we recently asked 50 clients about their needs an where they want to concentrate efforts. Here’s what they voted to be their most important issues and interests:

 

Copyright SYNERGY, Lüneburg, Germany, Eichhorn - 2017

We are happy to share Aurea's first CMSwire thought leadership article by our very own Kosheno Moore! Her byline article covers why a company's culture has to be part of the fabric of everyday interactions among employees, and between employees and management.

 

The article offers the following actionable tips, each of which can be supported with the help of an enterprise community like Jive:

  1. Start With the CEO
  2. Define Your Core Cultural Attributes
  3. Integrate Your Attributes Into Company Goals
  4. Actively Reinforce Your Cultural Attributes
  5. Measure Your Progress

 

Read the article here: CMSwire | Transform Your Corporate Culture With These 5 Proven Steps

 

Enjoy! Please comment below with your thoughts and feedback!

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