People First: The primacy of people in the digital age

Accenture Technology Vision 2016

People First: The primacy of people in the digital age Focus on Pega Technology®

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.

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 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.

Accenture Technology Vision

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.


In 2016, leveraging the power of a digital business is no longer

simply about incorporating technologies into the organization.

It’s about reinventing the organization—and the culture within

it—to drive innovation, to drive change, to drive the business

into the next generation.

In the “Technology Vision 2016—Focus on Pega Technology,”

you’ll see how Accenture and Pega are helping companies use

the key capabilities of Pega solutions —process automation,

provisioning and personalization—to use technology in a way

that embodies the “People First” mentality. Automation and

disruptive capabilities are undoubtedly powerful. But the real

strengths of Pega technologies is that companies can deploy

them to help their people use the data they gather in ways that

build valuable customer trust.

By providing the data needed to make decisions that respect the

trust customers have invested in them, companies can start to

realize an almost limitless source of value.

Accenture Technology VisionFocus on Pega Technology


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.


Trend 1

Intelligent

Automation The essential new

co-worker for the

digital age

6Copyright © 2016 Accenture. All rights reserved.

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.

Leaders embrace automation because they know it’s the secret to

overcoming the breakneck pace of digital change. The true

visionaries use intelligent automation to create a new digital world

where they are masters of competitive advantage. Their latest

recruits include machines and software intelligence that they are

using to bring new skills to help their people do new jobs and invent

a new future for themselves and the organization.


What we see with our Pega lens:

www.accenture.com/techvisionfocusonpega

When it comes to providing intelligent automation,

one of the core strengths of Pega technologies, is the

ability to automate across disparate systems and

leverage existing corporate assets. That means older

legacy technology environments can secure the

benefits of automation without the necessity of

extensive and expensive re-architecting. In addition,

the ability to operate across channels can bring front-

office and back-office together to create seamless

customer services and interactions that are one of the

hallmarks of intelligent automation

Trend 2

Liquid Workforce Building the workforce

for today’s digital demands


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.


In the digital era, leaders understand that a change-ready

workforce is a prerequisite for success. But the requirements for

managing a digital workforce are very different from traditional

approaches to talent. The workforce needs new skills and has

new expectations to match. How can companies attract, build

and retain the differentiated talent they need – without losing

them to digital native competitors? Delivering the right

experiences and interactions is key.

Together, Accenture and Pega are helping address the

challenges of changing workforce and enable HR process and

workforce transformation across the globe.

One of the key challenges they face in an ever-faster digitally

driven environment is the speed with which new recruits can be

on-boarded to make them as productive as possible, as quickly

as possible. Using the intelligent automation capabilities in Pega

solutions helps streamline HR processes across organizational

boundaries, systems and channels to significantly reduce

onboarding cycle time and enable individuals joining a new

organization to get up to speed as rapidly as possible.



Trend 3

The Platform

EconomyTechnology-driven business

model innovation from

the outside in


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.

Industry leaders are unleashing technology’s power by developing new technology

platforms. Tech companies and digital-born organizations like Amazon, Google, and

Alibaba have long understood the power of digital technologies. Many of their most

ground-breaking products and services are based on platforms. DBOs’ success rests

on two key elements: the technology platforms they’ve built to support their

businesses, and the business models these platforms enable. In the digital economy,

platform ecosystems are nothing less than the foundation for new value creation.



One example, from the healthcare sector, offers a great illustration of

these new platform-based business models in action. ADVANTICS™

Care Pathway Transformation, is a platform-based, data-driven digital

health solution helping hospitals improve patient outcomes and

reducing avoidable costs for patients with chronic cardiovascular

diseases. The Care Pathway Transformation solution uses advanced

analytics to drive actionable insights into care coordination and

patient population health patterns. These reveal opportunities for

improving the consistency and efficiency of care coordination. Using

Pega technologies, the solution, developed by Boston Scientific and

Accenture, enables providers to make more proactive and informed

decisions based on insights into the patient population. Ultimately,

this results in improved patient care, from hospital to in-home support

– and fewer avoidable readmissions.


Trend 4

Predictable

DisruptionLooking to digital

ecosystems for the next

waves of change


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.

Fast-emerging digital ecosystems – such as precision agriculture, the

industrial internet or smart cities – are creating foundations for the

next big wave of enterprise disruption. Digital ecosystems like these,

and the businesses that power them, are already straddling markets

and blurring industry boundaries.

While they raise the threat from new competitors entering the market,

they also create opportunities for large enterprises to disrupt new and

existing markets, leveraging their scale and technology capabilities to

do so. One example comes from a large Brazilian convergent

telecom that’s in the process of implementing the advanced analytics

capabilities in Pega solutions to disrupt its industry sector with highly

targeted, personalized service offerings for every customer. These

will build an integrated “quadruple play” solution that will threaten the

position of providers in cable, TV, broadband and mobile segments.

Pega technologies enable customized bundling of services based on

accurate predictions of likely customer needs. While bundling is a

complex process, Pega solutions are used to simplify the customer

experience by creating exactly the right offering, at the right price

point, for every customer.




Trend 5

Digital Trust

Strengthening customer

relationships through

ethics and security


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.

As each piece of the business world goes digital, opportunities to

catalyze change and scale operations increase exponentially.

Unfortunately, this increased ability to scale also brings

increased exposure to systemic risks.

Consumers, particularly millennials, are increasingly prepared to

share their information with the companies and services they

use. The potential to apply data analytics to learn more about

them and deliver truly personalized offerings, can really support

a company’s differentiation in a crowded marketplace. But the

willingness to share should not be misinterpreted as an open

invitation. Consumers will respond positively only when an offer

is appropriate to their individual context.

This is where the ability of Pega solutions to create context-

specific recommendations is so powerful. The right interventions

at the right time, can help build a trusted relationship, which

remains on the right side of personal without wandering into

territory that the consumer will consider intrusive. Companies

need to make sure they use the potential of analytics wisely.

Otherwise, trust that takes years to build, can be shattered in an

instant.

.Copyright © 2016 Accenture. All rights reserved.



Copyright © 2016 Accenture. All rights reserved. All other trademarks

are the property of their respective owners.

Thank you

#techvision2016


www.accenture.com/pega

For more information, contact:

David Steuer

Managing Director, Accenture

[email protected]

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People First: The primacy of people in the digital age