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“Socialized business process” — the idea of adding social tools to traditional business processes — is unlikely to work in the long term. The enterprise is now transitioning to social network–based communication as introduced by social tools, and there is a fundamental conflict in communication models with business-process-centric business. In order to better explore these rapidly changing dynamics, this report presents a new cultural model for doing business in the 21st century. Read more »

“Social customer service” refers to those services that provide customer support via social media channels. Providing such services is no longer merely a niche or specialty sideline. Challengers, or disruptors who were early with the new technology, are working to expand and integrate their offerings into enterprise systems and processes. Read more »

Content owners, whether they are publishers, retailers, or marketers, are always looking for new ways to deliver a unique experience to their customers. We call this content personalization. Key trends in this area are led by a collection of technologies that we call post-programming curation. These technologies use the best of behavioral tracking, collaborative filtering, audience targeting, and dynamic content presentation. Read more »

For online media companies, social platforms like Facebook and Twitter bring many opportunities as well as risks. An intelligent and proactive social media strategy can expand a brand’s reach. But the more heavily a media company relies upon a social media platform the more it relinquishes control over the customer experience. Read more »

Establishing a startup’s business infrastructure early provides a number of critical benefits, including smoother financings and effective employee management. Sections of this paper discuss each of the above benefits and provide suggestions for management teams that will facilitate establishment of an appropriate infrastructure. Read more »

Optimizing content is crucial as customers migrate from being passive recipients to becoming active contributors. This opportunity presents a fresh set of challenges, not only for those in traditional broadcast industries but also for content managers and enterprise leaders. Read more »

Educational-technology startups are poised to disrupt the trillion-dollar U.S. education market. Those companies that will succeed in helping change this space will offer tools and products that make learning a social, interactive experience students can access anytime, anywhere. Read more »

Crowdsourcing could save up to 70 percent when compared to traditional business-process outsourcing. Read more »

Understanding the benefits of workforce analytics will help HR departments make a compelling argument for investing in this technology. Read more »

Team-task-management tools like Do, Trello, and Asana are taking the lead. Read more »