People First: The Primacy of People in the Communications Industry

People First: The Primacy of People in the Communications Industry

People First:

Intelligent Automation

Liquid Workforce

Platform Economy

Predictable Disruption

Digital Trust

The Primacy of People in the Digital Age

Copyright © 2016 Accenture. All rights reserved. 2

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.

We take a look at these trends and their potential for disruption though the lens of Communications Service Providers

Trend 1: Intelligent Automation

4Copyright © 2016 Accenture. All rights reserved.

As artificial intelligence advances, Communications Service Providers are harnessing intelligent automation to redefine their businessesby reimagining the art of the possibleIntelligent Automation: Building better workers (digital and human)Creating the essential new co-worker for the digital age

Intelligent automation is about creating self-learning digital platforms that deliver a consistently engaging user experience. New business models will be created on these digital platforms. It’s not just about operational efficiency.

Machines and software intelligence will be the newest recruits to the workforce, bringing new skills to help people do new jobs, reinventing what’s possible.

Copyright © 2016 Accenture All rights reserved.

IPSoftVirtual AgentSource: Amelia IPSoft, 2015.

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 demandthat 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.

http://www.ipsoft.com/what-we-do/amelia/

Trend 2: Liquid Workforce

Communications Industry business leaders are realizing that a more liquid workforce can become their new competitive advantage

Tomorrow: Adaptable workforces organized around projects, with embedded training.

Static workforces organized around specific skills and functions


Intelligent automation isn’t an option, it’s mandatory.

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3 high-level takeaways:

AI as a core competence:Pervasive capability for every

aspect of your business

Power to drive change:Drive change through automation

People first:Successfully driving change means

adapting the enterprise: organization, culture, skills, experience.

Copyright © 2016 Accenture. All rights reserved.


XiaomiCustomer EngagementSource: Digital Transformation of Industries World Economic Forum, January, 2016.

Digital leaders follow a lean approach to both core and support functions. Xiaomi, a low-end Android smartphone manufacturer and also the second most valuable unicorn. In 2014, it sold 61 million handsets, bringing in annual revenues of more than $12 billion. Xiaomi promotes an entrepreneurial culture, fostering a family-like setup, focused on mentoring, collaboration and adhocracy. Xiaomi’s flat structures consist of its core founders, department leaders and 4,300 employees with an intense focus on performance and quality.

Results/Impact: The company engages customers in an informal way by involving fans in discussions on product design, product development and promotions.

http://reports.weforum.org/digital-transformation-of-industries/wp-content/blogs.dir/94/mp/files/pages/files/digital-enterprise-narrative-final-january-2016.pdf

http://reports.weforum.org/digital-transformation-of-industries/wp-content/blogs.dir/94/mp/files/pages/files/digital-enterprise-narrative-final-january-2016.pdf

What to expect next

Corporate Education Will Replace Some Higher Education

Rise of Digital Reputation

Fully Liquid Enterprise

Predictive Workforce


Trend 3: Platform Economy

This is a big picture change

Traditional Value-Chain Business Models

Value creation is two-way and continuous – and has the

Communications Industry right at the center of the digital economy

Value creation is linear and one-way

Platform-Driven Business Models

DevelopersPublishersContent ownersRetailServices

Platform EcosystemProduction Distribution Marketing Consumer Network



TelefonicaM2M Control Centre PlatformSource: Telefonica Vivo and Jasper Launch Internet of Things Platform in Brazil with Telefonica Global SIM Jasper, July 9, 2015.

The platform, provided by Jasper, a global Internet of Things (IoT) platform leader, enables businesses in any market to easily deploy, manage and monetize IoT services. With the Vivo M2M Control Center platform, Telefónica Vivo now offers a turnkey solution for Brazilian enterprises in any industry – including utilities, automotive, security, healthcare, consumer electronics, smart cities and more.

Results/Impact: The Vivo M2M Control Center can be easily configured for the unique needs of any business model, providing businesses with real-time control and visibility of their connected devices, in addition to mobile service management, support diagnostics and flexible billing required to grow a successful connected services business.

http://www.jasper.com/press-news/press-releases/telefonica-vivo-and-jasper-launch-internet-things-platform-brazil




Key Takeaways

The strategic use of technologies to create platform business models is driving

unprecedented growth opportunities in the rapidly expanding digital economy.

Driven by the new rules of business, platform business models represent the most profound disruptive change in the

global macroeconomic environment since the Industrial Revolution.

While tech and digital born organizations have been dominating the digital economy

with record-high market caps, non-tech digital leaders across all industries are developing platform strategies now (the

new tech leaders).

From the moment network, device, application and content were first brought together to create new value streams, the Communications Industry has been driving the platform economy.


Trend 4: Predictable Disruption

No industry change will remain truly isolated

The result?Reshaping of industry boundaries

Disruption felt on a large scale, where the impact is widespread and pervasive.

The Communications Industry is both an agent of change and an object of change.



Telstra HealthSource: https://www.telstrahealth.com/

The way healthcare is delivered is changing. Telstra Health is embracing that change by building solutions designed to builda better connected health system.

Telstra Health division has invested around $100 million in acquisitions, joint ventures and other businesses, and is aiming for $1 billion in revenue from its GP telemedicine service, ReadyCare by 2020.

https://www.telstrahealth.com/

3 high-level takeaways:

Industry boundaries are already blurring, shifting

market power to newcomers

Digital ecosystems are becoming the foundation

for the next wave of enterprise disruption

Enterprises can gain visibility into the disruptive forces of ecosystems and take

action now by developing strategies to forge new roles and new paths


Trend 5: Digital Trust

In today’s digital business environment, trust is built on two major components: Ethics and Security

83% of respondents to the Accenture Technology Vision 2016 survey agreed that “Trust is the cornerstone of the digital economy.”

Cognitive AI refocuses cybersecurity from impenetrable perimeters to inherent data integrity.



AT&TOut from perimeter security and move toward application and database securitySource: How AT&T Is Virtualizing Security WSJ CIO Journal, May 18, 2015

AT&T is rethinking how it approaches security as it upgrades its data centers and network to better handle growing data and video traffic. AT&T’s new architecture is a plan to virtualize its infrastructure. That means replacing complex pieces of hardware with software that runs on standard, off-the-shelf hardware. As it virtualizes the servers and switches that funnel traffic in its network, AT&T is also virtualizing security. AT&T wants to secure individual applications or databases within the data center using security software

Results/Impact: As AT&T stands up virtual data centers and transitions to a software-defined network, it is will essentially “shrink-wrap” a security protection around the new elements.

http://blogs.wsj.com/cio/2015/05/18/how-att-is-virtualizing-security/

http://blogs.wsj.com/cio/2015/05/18/how-att-is-virtualizing-security/

Key Takeaways

Ethics and security must be primary considerations in any

digital transformation.

Exposure to risk scales in proportion to digital business operations.

To protect against downside risk, businesses must foster strong ethical, effectively use

security to protect against external threats, and build trusting relationships with

ecosystem stakeholders.

In procuring new technologies, security and ethics must be

evaluation criteria.

Look for opportunities to build trust at every engagement point

along the customer journey.



Create a people first strategy for transitioning the organization.

Establish a top down strategic commitment to AI and data science; cultivate your data talent, develop machine learning skills.

Build an engagement strategy that empathises with the needs of your millennial workforce.

Create a clear distribution of work between short and long term employees that plays to their strengths and communicate it.

Identify parts of the business that are prone to business platform models and those most vulnerable to disruption from them.

Communicate a vision of where your company and its people fit in an economy without industry sector segmentation andwith boundary-less competition.

Take an inventory of the ecosystems related to your business and prioritise by potential for impact on your organisation.

Ask your team for innovative ideas for how to use emerging digital ecosystems.

Create a people first strategy for transitioning the organization.

Establish a top down strategic commitment to AI and data science; cultivate your data talent, develop machine learning skills.

Intelligent Automation Liquid Workforce Platform Economy Predictable Disruption Digital Trust

Next steps for the Communications Industry

Summary:


Thank you#techvision2016https://www.accenture.com/us-en/cmt-communications

https://www.accenture.com/us-en/cmt-communications?&c=cmt_comdatechss_10000003&n=smc_0416