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HP Social Intelligence Discovery Workshop
Understand the social media opportunity
Social media—recognize the value
The onset of new social media technologies has fundamentally changed the way people communicate. Information flows between friends and family efficiently and instantaneously, to any location, via numerous devices. Communication channels have expanded to include social media networks, blogs, forums, and chat rooms. People communicating through these new channels are also information consumers. What they do online illustrates their lifestyle choices, buying preferences, and brand perception— potentially valuable insights for companies seeking to grow their business. Recognizing the value of these new social data sources and leveraging them appropriately is a relatively new challenge for many organizations.
Until now, customer management approaches relied on information captured from corporate transaction databases. But today, the power of social media connects consumers to one another, your business, and your competitors—in real time, offering rich insights. It also enables you to prepare for—and exploit—these valuable information sources. We accomplish this by completing a series of exercises that align social media approaches with your business strategy. During the workshop, HP consultants convey valuable information about the new social intelligence landscape: • How social intelligence is applied today • How other companies use social intelligence • What it takes to be successful with social intelligence • How you can tap into new unstructured data sources from multiple channels At the end of the workshop, you receive a clear roadmap that identifies how to start building a social intelligence program. You will learn how to: • Scan Identify competencies that need to be developed, establish context, align your business and IT, and identify challenges • Focus Target improvements to be made, identify the value potential, and identify stakeholders • Act Set objectives, agree to a plan, and establish accountability
Putting information to work
A successful social intelligence initiative is a priority for success in today’s real-time, always-connected market. It can enhance any business strategy. Using a defined and integrated set of tools and techniques, social intelligence solutions can help you: • Listen Where data is captured from online and social media systems to help describe a customer’s experience • Understand The ability to integrate and analyze all customer data using powerful technologies and accelerators to create valuable new insights • Engage Deliver new information and insights to new and existing customer management processes, and enable business decision-makers to act quickly, decisively and appropriately Point solutions such as individual social media “listening” applications are only one component of a social intelligence initiative. To harness the true potential of social intelligence, companies must deploy a broad information management and analytics program, tightly linked with the overall business strategy. An excellent way to start your social intelligence strategy is by participating in the HP Social Intelligence Discovery Workshop.
Visioning social intelligence
The first step in the HP Social Intelligence Discovery Workshop is a half-day session between HP consultants and your key executives. The session begins with a presentation by an industry leader who provides a 12- to 18-month road map for social intelligence. During this presentation, you receive extensive details on the long-term value of a strategic social intelligence program. The outcomes of this visioning session include: • Shared understanding of the potential for social intelligence in your environment • Two or three potential social intelligence use cases for your organization, such as marketing, sales, experience management, collaboration, risk and fraud management, product and service management, and customer analytics and insight • Identification of key dimensions and high-level metrics for the business value of social intelligence • Next steps plan for the remainder of your discovery process
Align social media with business strategy
The HP Social Intelligence Discovery Workshop is an interactive, executive-level program. It is designed to help you create a process for using rich, unstructured information collected and mined from external channels, internal call notes, emails, and other sources to discover how customers feel about your company and products.
Discerning discovery findings
Following the half-day visioning session, HP conducts guided Discovery Workshop interviews with five to eight participating stakeholders. Covered under a nondisclosure agreement, each interview is conducted individually, with two HP Discovery consultants attending. Sample questions and topics include: • What are your organizational roles—stakeholders and beneficiaries? • What business objectives—sales, brand awareness, compliance, and customer support—could be positively influenced? • How do you currently leverage existing customer insights by business function? • How can resources be allocated to make the best use of social media channels? • What are your channels to market and influencers? • How do you identify and measure customer relationships and satisfaction throughout the lifecycle? • How do you measure program success? • How do you implement change management now? • What will be different for a social intelligence program? • How would social intelligence impact your competitiveness? After your Discovery Workshop interviews are complete, HP consultants assess the findings to discern how best to deploy social intelligence at your organization. HP also refines preliminary social intelligence scenarios and value frameworks.
The next step is to reconvene to interactively review and discuss the lessons learned during the interviews. The half-day Consensus Building Workshop enables your executives to decide how best to move forward with a social intelligence program. The desired outcomes of this workshop include: • Agreement on potential business benefit of a strategic social intelligence program • Identification and prioritization of possible roadblocks • Identification of next steps • Statement of work that includes possible outcomes, including social intelligence blueprint, proof of concept, and/or prototype implementation Also included in this half-day workshop is a session on use-case scenario-building. This customizable, business-focused approach helps identify potential opportunities as they pertain to your social intelligence program. During this facilitated session, you work with HP consultants to define roles—internal and external responses and relationships, cases and conditions, and systems and sources—IT and non-IT. The result is a model that identifies exactly what needs to be done and by whom.
Your next step
Call your HP representative today. Discover how the HP Social Intelligence Discovery Workshop can help you better understand the social media opportunity. To learn more about how HP can help you create a social intelligence program, you can also visit hp.com/go/BI.
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© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. 4AA4-2059ENW, Created June 2012 Share with colleagues