The new digital natives, Millenniums, Generation Y or 18-35 year olds, who have grown up with technology all their lives are now radically impacting consumption. This generation is armed with their device of choice (almost as a fashion accessory) that has advanced technology features such as ubiquitous connectivity, powerful hand held devices, and the ability to mash data limits capability. The use of these devices is, or soon will, radically transition your organization's delivery of technology and cannot be discounted. If you discount this evolution, you will soon find at your own peril that it is happening without your knowledge or that you are suffering rapid youth drain from your organization.
Take a look at a couple of my recent experiences with tech savvy users:
The Power of an App
I was with a friend at a conference last week and he asked if I wanted to see a photo of his beloved dog. I was somewhat interested in the animal he spoke about more than his family, and nodded in agreement. To my surprise, as I was expecting to see a photo, my friend pulled out his tablet and showed me a live streaming video of the dog from his home. My amazement continued as my colleague spoke to his dog over the video, and the pup responded with a bark upon hearing his owner's voice. My colleague then checked that the dog's water and food bowls were full, and the temperature inside the home was okay (I have to admit, one of my favorite pastimes is automatically setting the thermostat at my home over the internet.) Just think he was able to control all of this through an App on his tablet.
Last week, I tried to contact my nephew in Australia via email, and when I did not receive a response I gave him a ring, which connected me to his voicemail. Next, I sent him a text message, which he of course instantaneously responded to. Over text, I asked him why he didn't respond to my email or phone call and was greeted with the response that email is for tracking worked related requests only and well texting is an easier/faster way of communicating than the phone; especially given the different time zones we are in!
Consumers and Mobile Apps
I experienced another interesting situation recently with a major financial organization that had recently realized that access to accounts is rapidly transitioning to mobility and they have moved to delivering Apps for their customers on mobile platforms. Now delivering in a mobile rich environment requires a different mindset, more frequent updates, and an intuitive and self-communicating user experience. The functionality of the App usually also needs to support requirements feedback from the customer, so that the consumers can help drive the functionality and future developments of the App.
itSMF New England
If you are looking to find out more on how Consumer Driven IT (CDIT) and its implications are changing industry trends, I encourage you to join me at the New England LIG 5th Annual itSMF Conference in Boston on June 7, 2012. During my afternoon session, "The Consumerization of IT," we will discuss the associations these trends have on today's leading service management practices.
So if you are free on June 7, below are the registration details for itSMF:
Event Name: itSMF New England LIG
Date and Time: Thursday June 7, 2012 - 8 a.m. - 4:15 p.m.
Venue: Le Meridien Cambridge MIT, 20 Sidney Street, Cambridge, MA 02139
- ItSMF Members - $35 RSVP
- HDI Members - $45 RSVP
- Non-Members - $55 RSVP