When he commented on my blog post, Albert Vargas posed Geoffrey Moore and I an interesting question. He asked, “What are some key elements that you should consider when architecting a System of Engagement (S.O.E)?” Systems of Engagement have been in place ever since the dawn of time. For example, the first marketplace was a system of engagement. We have innovated our technology in today’s world to the point where BYOD, mobility and social media have served as catalysts to trade a whole new set of assets — information! So the question is not about architecting a System of Engagement. Instead, it is about architecting our ecosystem around these Systems of Engagement.
I am a big fan of Geoffrey Moore. His key messages around Applications Transformation and the Cloud correlate perfectly with my own. For instance, take my assertion that CIOs need a System of Engagement with the CMO based on a Geoffrey Moore interview. Earlier, I wondered if Mother Nature is the CIO of the planet. So I was very interested when I read the session abstract for HP Discover 2013 Track Keynote: How the user is the new center of IT, which references Moore's observation that the “… next trillion dollars of IT spend will be directed at Systems of Engagement.”
And I’m thinking: Why not?
At HP Discover 2013 in the DT3253 session, I would be presenting on Predicting the Future with Systems of Engagement — the manner in which we can use innovative analytical techniques to predict human behavior. We have access to brontobytes of information in this new world of Big Data. But if enterprises don't take the right action, it will remain just that — raw data with minimal realization of financial gains from information — the most valuable asset in the enterprise. Remember infonomics?
Enterprises invest in ERP/CRM because they are seeking an opportunity to standardize business processes while rationalizing siloed environments. Consumer-driven markets have increased the need for large organizations to listen to their customers, driving the adoption of CRM applications enabled by mobile devices and social media. But investing in these packages is only the first step. Companies must follow up with the right steps to maximize their return on these software investments.
In a recent interview, Geoffrey Moore explained that embracing Systems of Engagement and integrating them with the traditional Systems of Record will prepare enterprises for the competitive Future of IT. But, what are Systems of Engagement? Are these systems that compile the right information at the right time based upon the data available in the Systems of Record? Perhaps. Let us take a look at three real-life scenarios that highlight why Systems of Engagement are vital to enterprises looking to be key players in the future of Enterprise IT.