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People First: The Primacy of People
in the Digital Age
Copyright © 2016 Accenture All rights reserved.#TechVision2016
Change is the new normal. According to our global technology survey of
more than 3,100 IT and business executives, 86 percent of the executives
anticipate that the pace of technology change will increase rapidly or at an
unprecedented rate in their industry over the next three years.
Many companies, already reeling from the impacts of technology and the
changes they need to make in response, find themselves temporarily
overwhelmed—some even paralyzed as they absorb the magnitude of the
tasks ahead.
Getting past the digital culture shock that so many businesses find
themselves in today sounds daunting. But fortunately there are models
already available for inspiration. Not only have many large tech companies
established thriving digital cultures, but there are also early adopters in
other industries showing the way ahead.
Digital Culture Shock
We are in the midst of a major technology revolution, specifically a digital revolution.
Our research model and analysis shows that digital is now dominating every sector of the economy.
Copyright © 2016 Accenture. All rights reserved.
People First:
Primacy of
People in the
Digital Age
Every Business is
a Digital Business
2013
2015
2016
Accenture Technology Vision:
The Evolution
From Digitally
Disrupted to
Digital Disrupter
Digital Business
Era: Stretch
Your Boundaries
2014
Copyright © 2016 Accenture. All rights reserved. 3
Copyright © 2016 Accenture All rights reserved.#TechVision2016
Every year, the Technology Vision team partners with
Accenture Research to pinpoint the emerging IT
developments that will have the greatest impact on
companies, government agencies, and other organizations
in the next three to five years.
As technology advancements continue to accelerate at an
unprecedented rate - dramatically disrupting the workforce -
companies that equip employees, partners and consumers
with new skills can fully capitalize on these innovations.
Those that do will have unmatched capabilities to
continuously create fresh ideas, develop cutting-edge
products and services, and disrupt the status quo.
Winners in the Digital Economy Will Put People First
Copyright © 2016 Accenture. All rights reserved.
People First: The Primacy of People in the Digital Age
Intelligent
Automation
Liquid
Workforce
Platform
Economy
Predictable
Disruption
Digital
Trust
5
The Accenture Technology Vision 2016 identifies five technology trends fueled
by the people first principle and that are essential to business success in the digital economy.
Copyright © 2016 Accenture. All rights reserved.
Technology Vision Evolution 2014–2016
Copyright © 2016 Accenture. All rights reserved.
Trend 1
Intelligent
Automation The essential new
co-worker for the
digital age
7Copyright © 2016 Accenture. All rights reserved.
Copyright © 2016 Accenture All rights reserved.#TechVision2016
Intelligent automation is the launching pad for new growth
and innovation. Powered by artificial intelligence, the next
wave of solutions will gather unprecedented amounts of
data from disparate systems and—by weaving systems,
data and people together—create solutions that
fundamentally change the organization, as well as what it
does and how it does it.
Copyright © 2016 Accenture. All rights reserved.
SiemensAutomated production lines
• Siemens automated some of its production lines to the point where they can run unsupervised for several weeks, with 1150 employees mostly
operating computers and monitoring the production process
• Results/Impact: This effort is one step in a larger effort that Siemens and
others are pursuing to create the fully Self-Organizing Factory (aka
industrie4.0)in which the machines largely organize themselves, supply
chains will automatically link themselves together, and orders will be
directly converted into manufacturing information that is incorporated into the production process. This will make the industrialized manufacture of
highly customizable products a reality.
Industry: #Industrial Equipment
Region: #ASG
Source: “Germany Develops ‘Smart Factories' to Keep an Edge,” Marketwatch, October 27, 2014;
“Manufacturing: Self-Organizing Factories,” Siemens, October 1, 2014.
9
IPSoftVirtual agent
• Amelia, a cognitive knowledge worker who learns as she works, is a virtual agent who understands what people ask and feel when they call for
service. Using the same instruction manuals as, for example, call center
operators, Amelia can be deployed straight from the cloud in a fraction of
the time. She learns as she works and provides high-quality responses
consistently, every day of the year, in every language customers speak.
• Results/Impact: Whereas many other technologies demand that humans
adapt their behavior in order to interact with “smart machines,” Amelia is intelligent enough to interact like a human herself. This equips her to
deliver a top quality customer experience for any of the businesses in
which she is deployed.
Industry: #Technology
Region: #US
Source: “Amelia,” IPSoft, 2015.
10
TimbreAutonomous drone waiters
• Singapore’s Timbre restaurant has autonomous drones now flying dirty dishes off customer tables, instead of waiters carrying dishes to and from
the kitchen.
• Results/Impact: The robots will bring the food from the kitchen to the
dining area and waiters will just need to wait for the food to ‘arrive in style’
before taking the food from the robots and serving it to the customers at
the table. This is achieved without the waiters leaving the dining area at all,
thereby increasing the interaction time between the waiters and the customers. The waiters will also always remain in sight of the customers, to
be ready to attend to the customers’ every need – no more “disappearing”
into the kitchen to collect the food
Industry: #Hospitality
Region: #APAC
Source: Singapore restaurant shows off autonomous drone waiters”, Tech in Asia, February 10, 2015
11
Trend 2
Liquid
Workforce Building
the workforce
for today’s
digital demands
12Copyright © 2016 Accenture. All rights reserved.
Copyright © 2016 Accenture All rights reserved.#TechVision2016
By exploiting technology to enable workforce transformation,
leading companies will create highly adaptable and change-
ready enterprise environments that are able to meet today’s
dynamic digital demands. This liquid workforce competitive
advantage is apparent as IT and business executives
surveyed report that “deep expertise for the specialized task
at hand” was only the fifth most important characteristic they
required for employees to perform well in a digital work
environment – other qualities such as ‘the ability to quickly
learn’ or ‘shift gears’ were ranked higher.
Copyright © 2016 Accenture. All rights reserved.
Copyright © 2016 Accenture All rights reserved.#TechVision2016
GEBuilding Fluidity Through Autonomy
• GE is taking a new approach toward their organization that they are calling FastWorks, derived from Lean startup principles. This approach
emphasizes working faster and smarter with a larger focus on the customer.
In building this new approach to the organization, one critical point was
delivering more autonomy to employees. Approvals for pivoting and project
changes were cut, dramatically reducing the amount of time it took for turnaround.
• Results/Impact: Organizations piloting this new approach (Appliances, Transportation) were able to deliver results at half the cost, twice the speed,
and ultimately more than double the normal sales rate. To extend the
impact GE now has 80 trained FastWorks‘coaches’ they are distributing
throughout the organization. In one case, GE Transportation was able to
rapidly react to new EPA regulations and build a new regulation-compliant diesel engine for seafaring vessels an expected two yearsahead of
competitors.
Industry: #FS
Region: #US
Source: “How GE Applies Lean Startup Practices,” Harvard Business Review, April 23, 2014.
14
Copyright © 2016 Accenture All rights reserved.#TechVision2016
15
ZapposManagement structure based on the tasks
• Online clothing retailer Zappos encourages millennials to join their workforce and adapt to different ways of working, whether it’s integrating
robots or on-demand workers. Zappos believes that “the best ideas and
decisions are made from the bottom up”. Soon, Tony Hsieh may not carry
the title of CEO but become another employee with no title.
• Results/Impact: Holacracy, a management structure based on the tasks a
company needs to accomplish, rather than a standard reporting structure, is
at the core of Zappos culture.
Industry: #Retail
Region: #US
Source: How Blue Apron And Zappos Use Data To Disrupt Themselves, The Economic Times, October 9,
2015.
Trend 3
The Platform
EconomyTechnology-driven
business model
innovation from
the outside in
16Copyright © 2016 Accenture. All rights reserved.
Copyright © 2016 Accenture All rights reserved.#TechVision2016
Industry leaders are unleashing technology’s power
by developing platform-based business models and
strategies to capture new growth opportunities, ultimately
driving the most profound change in the global
macroeconomic environment since the Industrial Revolution.
This is reinforced by 81 percent of our survey respondents
who agree that platform-based business models will
become part of their organization’s core growth strategy
within three years.
Copyright © 2016 Accenture. All rights reserved.
Copyright © 2016 Accenture All rights reserved.#TechVision2016
18
PhilipsPlatform for healthcare
• As a leader in the digital revolution in healthcare, Philips is launching Philips HealthSuite platform with 3 tech partners - Salesforce.com, Amazon IoT,
and Alibaba Cloud. With a platform business model Philips is driving new
growth paths that complement its core business in medical equipment. The
platform business model lives alongside the traditional product business.
Reinventing its leadership role in healthcare industry, Philips’ strategic goal is to grow market share across six core markets that have combined
addressable market of US$100b.
• Results/Impact: Philips is tapping into the power and entirely new growth
opportunities of a platform ecosystem. The platform provides Philips with a
greater role (penetration & share) into the individual markets, and provides
more leverage the more powerful effect of connecting (integrating) the
markets together.
Industry: #Healthcare
Region: #US
Source: “Philips and Salesforce.com Announce a Strategic Alliance to Deliver Cloud-Based Healthcare
Information Technology”, Salesforce, June 26, 2014; Philips to sharpen strategic focus by establishing two market-leading companies in Lighting solutions and in HealthTech, combining Healthcare and Consumer Lifestyle, Philips, September 23, 2014
Copyright © 2016 Accenture All rights reserved.#TechVision2016
19
GE Industrial Internet Platform
• GE has coined the term “Industrial Internet” to describe its vision of a future where intelligent networks of machines operate through multiple
forms of software, sensors, data, and analytics. To fulfill this vision, GE
launched its Predix initiative, with very ambitious goals to provide a
common platform across numerous GE business units and product lines.
Employing some 10,000 software engineers, GE aims to “software-define” everything it makes, from trains and planes to nuclear power plants, with
the clear objective of extending the reach of the company’s vision and
ecosystem well beyond GE itself.
• Results/Impact: Although GE launched Predix in on a base of 40
internally developed offerings, the company is opening up the platform
externally to all companies. A dominant force in many of its markets, GE
truly “gets” the value of opening up its platform and creating innovation with an ecosystem.
Industry: #Technology
Region: #US
Source: “About GE Software,” GE website, 2014; "Minds + Machines Roundup: One Platform, 40 Predictivity
Solutions, and Predix for All," GE Software, October 9, 2014.
Trend 4
Predictable
DisruptionLooking to digital
ecosystems
for the next
waves of change
20Copyright © 2016 Accenture. All rights reserved.
Copyright © 2016 Accenture All rights reserved.#TechVision2016
Fast-emerging digital ecosystems are creating the
foundation for the next big wave of enterprise disruptions
by straddling markets and blurring industry boundaries;
forward-thinking leaders can proactively predict these
ecosystem trajectories to gain a competitive advantage.
Companies are already significantly or moderately
experiencing ecosystem disruption, with 81 percent of
survey respondents indicating that they are seeing this
in their industry.
Copyright © 2016 Accenture. All rights reserved.
Copyright © 2016 Accenture All rights reserved.#TechVision2016
22
UberVaccines on demand
• UberHEALTH, a pilot program in Boston which will allow users to order vaccines like flu shots on demand, pushing up against one of the biggest
seasonal money makers for pharmacies and healthcare providers.
• Results/Impact: With its existing network of cars and customers and a new
skill set – registered nurses – Uber created on-demand delivery while it was
not see as a competitor by traditional heath care organizations.
Industry: #Healthcare
Region: #US
Source: “Bringing House Calls Back with UberHEALTH,” Uber Newsroom, October 23, 2014.
Copyright © 2016 Accenture All rights reserved.#TechVision2016
23
GoogleDriverless cars
• NYC signed a contract with Google to start bringing Google’s patented driverless cars into the New York Taxi fleet. The mayor’s office said that
there would be 5,000 driverless cabs on New York City streets by 2016. The
Zipper model is similar to that of the yellow cab, and customers can either
hail a Zippie — which will be recognized by Google’s above-head-mounted
super sensors as a signal to stop — use the Zippie Android app on smartphone, or hit one of the over 50,000 giant red “+1” buttons that will be
placed around the city. Once customers are in the vehicle, they can either
speak desired destination into the Zippie’s “G-phone”, or G-chat destination
to the Zippie via smart phone.
• Results/Impact: The new driverless taxi system is expected to save New
York City money in the long term — as the vehicles will only be leased and
not owned in a program similar to Google’s solar power system for homes.
Industry: #Automotive
Region: #US
Source: "Google Signs Agreement with NYC Mayor to Replace NYC Taxis With Driverless Google Cabs“,
Inhabitat New York City, April 2015
Trend 5
Digital Trust
Strengthening
customer
relationships
through ethics
and security
24Copyright © 2016 Accenture. All rights reserved.
Copyright © 2016 Accenture All rights reserved.#TechVision2016
Trust is a cornerstone of the digital economy, said 83
percent of survey respondents. To gain the trust of
individuals, ecosystems and regulators in this new
landscape, businesses must focus on digital ethics as a
core strategy; better security, on its own, won’t be enough.
Copyright © 2016 Accenture. All rights reserved.
Copyright © 2016 Accenture All rights reserved.#TechVision2016
26
AppleRely On Trust To Enter New Markets
• Apple’s efforts to be transparent in how it uses and secures customer data is testimony to the value this leading brand places on trust: strong security
and ethics that are ‘baked in’ give customers confidence that their digital
footprints are secure and private, easing the transition to and adoption of
the Apple ecosystem. Apple told a U.S. Federal Court that, “forcing Apple to
extract data [from mobile devices] … could threaten the trust between Apple and its customers and substantially tarnish the Apple brand.”
• Results/Impact: As Apple has shown, trust differentiates competitors in the digital economy where businesses can reach vastly more people, iterate
quicker, and make faster, better decisions than ever before.
Industry: #Technology
Region: #US
Source: ”Apple Tells U.S. Judge ‘Impossible' to Unlock New iPhones,” Reuters, October 20, 2015.
People First: The Primacy of People in the Digital Age
Intelligent
Automation
Liquid
Workforce
Platform
Economy
Predictable
Disruption
Digital
Trust
27
The Accenture Technology Vision 2016 identifies five technology trends fueled
by the people first principle and that are essential to business success in the digital economy.
Copyright © 2016 Accenture. All rights reserved.
Copyright © 2016 Accenture. All rights reserved.
Thank you
#techvision2016
www.accenture.com/technologyvision