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For Enterprise Architecture Professionals

WEBINAR: Deliver On Improving Customer Experience With Collaborative Work Management Tools

May 4, 2015

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When the customer is the central focus of company strategy, employees must become connected to work together more efficiently. Each day's activities are focused on winning, serving, and retaining customers, even if employees are not actually meeting face to face. Sharing information is essential to achieving the strategy, and they find that cross-functional and cross-organizational initiatives are becoming the norm and contain activities that may not be recognized as a formal project. These activities are simply the work that information workers perform every day; however, they are often critical in bringing a product or service to market to win, serve, and retain customers.

Companies are striving for greater agility, forcing them to recognize that the way people work is changing. The path to greater agility is through transparency, connecting the right people at the right time and giving them the information they need to get the job done, wherever they may be located. The need for speed while keeping everyone in the loop has magnified the need for collaborative work management. For example, a financial services firm embarking on a new mobile strategy produces a project team that consists of members from marketing, application development, banking operations, and external mobile development consultants and a media partner. Each person plays a distinct part, but they need to share information and make decisions quickly in order to meet market and customer demand. Traditional project planning tools support schedules and budgets but not necessarily the way people work. Organizations are waking up to the realization that their employees need a simple, easy-to-use solution that lets them keep track of what they're working on, collaborate with team members, and provide transparency to leadership about their performance — all without too much administrative rigor. Forrester defines this as enterprise work management (EWM).

To support this, a significant number of cloud-based solutions have appeared on the market containing simple planning and flexible collaboration options to support tasks that need oversight but not the rigor of traditional project management tools. Adoption of these tools tends to be with a single project team and, if it works for them, grows virally within a company. The power of information they provide is resulting in organizations making the decision to adopt at a broader level. This Webinar examines the capabilities of EWM, the future potential for these types of solutions, and the vendors that represent the market.


  • Digital Deliverables: A Different Way Of Working Required
  • Work Management And Collaboration Tools: Made For Each Other
  • The Road Ahead: The Connected Enterprise

Key takeaways:

  • Select the tools that suit the persona; don't force-feed unnecessary automation. The solution will stick if users find it habitual; it must take away the overhead of "management."
  • For executives, these solutions can provide valuable insight into real productivity. Integration with above-the-line portfolio management tools can round out the portfolio ecosystem.

Vendors mentioned: AffinityLive, Asana, Atlassian, Basecamp, CentralDesktop, Clarizen, EntrySoftware, eXo Platform, Genius Inside, Glip, Huddle, Knowify, Leankit, LiquidPlanner, Logic Software, Microsoft, Planbox, Planview, Podio, Rally, Redbooth, Workamajig, and Workfront

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