Best Practice Report

CIOs: Support HEROes — Create Social Innovation Networks Using The PACT Framework

An Empowered Report: Using Social Technologies To Empower Innovation

November 22nd, 2010
With contributors:
Bobby Cameron , Lauren Blackburn


Customers already use social technologies to wrest power away from large corporations. Now employees are also adapting social technologies in pursuit of innovations to support these empowered customers; Forrester calls these employees HEROes (highly empowered and resourceful operatives). By designing social technologies as part of their Innovation Networks, CIOs and their IT teams help establish new Social Innovation Networks — innovation ecosystems employing social technologies to enhance HEROes' innovation. These Social Innovation Networks help drive faster, more effective innovation across the enterprise. And CIOs must rise to the challenge of nurturing and developing these networks across the enterprise while structuring their IT teams to fully support them. Forrester recommends using the PACT framework (process, advocates, culture, and technology) to empower employees and support HEROes across the enterprise.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.