Automation is a scary word for the average worker, but implemented correctly, it can have enormous benefits for companies, customers, and even the workforce. In this webinar, automation expert Mary Lacity explains how thoughtful adoption of bots and automated services can make the difference in the outcome for all stakeholders.

As organizations explore how software robots — or bots — can help automate administrative tasks and decisions, it pays to keep in mind some of the risks that come with the territory.

Early adopters of software robots exemplify how companies generate tangible benefits via service innovations in three ways: (1) by developing an approach to service automation supported by top management, (2) by initiating effective processes that deliver value to customers and employees, and (3) by building enterprise-wide skills and capabilities. Managers interested in capturing the benefits of service automation need to pursue all three avenues.

MetroTwit is a tool that helps Twitter users track their Twitter feeds, see several columns at a time and easily tweet, reply or retweet. MetroTwit’s managers use Facebook to talk to customers and let them help each other with questions.

Given that technology-based social networking has been transforming social norms for the past decade, will social networking and social software have a similarly transformative effect on business? Are they already doing so? How are enterprises benefiting? MIT Sloan Management Review and Deloitte asked thousands of managers about how their companies are using social media tools — and how important those tools are becoming to their organizations. Here’s what they said.

The rapid adoption of technology-based social networking has been transforming politics and social norms on a global scale for a decade. Will social networking and social software also transform business? MIT Sloan Management Review and Deloitte surveyed 3,478 managers from companies in 115 countries and 24 industries. This report identifies how social technologies are creating value and innovations in the marketing function, but also in product development, operations and leadership.

The winning technology company at this year’s MIT $100K Entrepreneurship Competition had its roots in an experience that began with frustration.

How can the chief information officer of a large business application development organization choose which, if any, of new software process technologies to adopt? CIOs and other managers seeking advice on new software process technologies should learn from the lessons of technological change in other domains — while recognizing the relatively unique features of software process technologies.