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People-Centric Growth: The Primacy of People
in the Digital Age
The 2016 Customer Vision pushes every
C-Suite executive to consciously choose
the most impactful combinations of five
business-technology trends for their
refreshed customer and growth strategies.
These five trends for tomorrow are
remaking the front office today with
implications for Marketing, Sales and
Service as now “every customer is a
digital customer”.
Winners in the Digital Economy
Will Put People First
Copyright © 2016 Accenture. All rights reserved.
People-Centric Growth: 5 Trends
Intelligent
Automation
Liquid
Workforce
Platform
Economy
Predictable
Disruption
Digital
Trust
3
Five technology trends fueled by the people first principle are essential to
business success in the digital economy.
Copyright © 2016 Accenture. All rights reserved.
Trend 1
Intelligent
Automation Fundamental change
of operation,
business, and
individuals
4Copyright © 2016 Accenture. All rights reserved.
Intelligent automation will change the game
of creating customer value
Copyright © 2016 Accenture. All rights reserved.
• Fully “digital-do-it-yourself”
(DDIY) experiences
• Reaching into all aspects of
everyday life
• Automating business
processes
• Enabling mass customization
of products and services.
Trend 2
Liquid
Workforce Extraordinary results
at the intersection of
humans and
machines
6Copyright © 2016 Accenture. All rights reserved.
Copyright © 2016 Accenture. All rights reserved.
The power from technology AND your
people, not technology OR your people
The race for efficiency through
automation and digital has
outpaced the real opportunity for
workforce improvement.
Trend 3
The Platform
EconomyTechnology-driven
business model
innovation from the
outside in
8Copyright © 2016 Accenture. All rights reserved.
Copyright © 2016 Accenture. All rights reserved.
Re-architecting the customer experience
is critical in creating a successful platform
business model
• Developing new technology platforms
and the platform-based business
models and strategies they enable.
• Moving from fragmented customer
experiences to connected, integrated,
cumulative interaction building across
all stakeholders
Trend 4
Predictable
DisruptionLooking to digital
ecosystems for the
next waves of growth
from the Internet of
Every…Things
10Copyright © 2016 Accenture. All rights reserved.
Copyright © 2016 Accenture. All rights reserved.
Capitalizing on the Internet of Things
isn’t for everyone …
… it’s an all-encompassing effort
that identifies new growth
opportunities and starts from a
conscious choice as to whether
you will develop/lead an
ecosystem or engage as part of
others’ ecosystems
Trend 5
Digital Trust
The new value
exchange in today’s
digital economy
12Copyright © 2016 Accenture. All rights reserved.
Copyright © 2016 Accenture. All rights reserved.
Trust is hard enough to achieve, but in
today’s digital age this is even more
complex
However, if companies get it
right, there is a chance to
monetize this data for company
and customer alike – and build a
deeper level of trust
Copyright © 2016 Accenture. All rights reserved.
Thank you
#customervision2016
www.accenture.com/customervision