september 5th switzerland do you do when … · what do you do when machines do everything? ......

© 2017 Cognizant

What DO YOU DO When Machines Do Everything?

September 5th Switzerland

Euan Davis and Mike Cook, Cognizant’s Centre for the Future of Work, Europe

© 2017 Cognizant

Do we understand the digital imperative

Europe accounts for 7% of the world’s

population,

25% of the world’s GDP and over 50%

of its global welfare budget...”

© 2017 Cognizant

7% of the world’s population...

© 2017 Cognizant

25% of the world’s GDP…

© 2017 Cognizant

So…Europe…

© 2017 Cognizant

Europe = x% of global welfare?

© 2017 Cognizant

50%

© 2017 Cognizant

Europe is

under

tremendous

pressure…

9

© 2017 Cognizant7

…key learnings from the data...Europe “gets” the message loud and clear…

© 2017 Cognizant

“Any Noun … any person, place or thing … has a virtual self as well a physical self.”

© 2017 Cognizant12

Companies are competing on “code” The data and information that surrounds

all of us

© 2017 Cognizant

So platforms really matter…

© 2017 Cognizant14

Connected car moves into view

© 2017 Cognizant

Companies are competing on “code” BMW needs 5000 data scientists here!

15

© 2017 Cognizant

Data is changing everything.”

© 2017 Cognizant

EXCITEMENT

Technical wonder

Art of the Possible

FEAR

Layoffs

Company Structures

Industries of the Future

“Capitalist Dream or Labor Nightmare?”

How do you see the Future of Work?

© 2017 Cognizant

“So, what do you do when machines do everything?”

© 2017 Cognizant22

What To Do When Machines Do Everything

• Authors: Center for the Future of Work

• Publisher: Wiley

• Book Published this year..

• www.whenmachinesdoeverything.com

http://www.whenmachinesdoeverything.com/

© 2017 Cognizant23

Why it matters

1. We are entering the second machine age. AI and digital tools and technologies enable new business models and new ways of working and living

2. Companies need a new machine for work. One that blends people and machines together

3. No framework exists for navigating the unprecedented pace of change. Until now....

© 2017 Cognizant Source: The Work AHEAD, 2016, Cognizant Center for the Future of Work24

Automate

Halos

Enhance

Abundance & scalability

Discovery

Getting AHEAD in the age of the new machine

© 2017 Cognizant Source: The Work AHEAD, 2016, Cognizant Center for the Future of Work© 2016 Cognizant. Confidential and not for distribution

Automation

© 2017 Cognizant, confidential and not for distribution © 2017 Cognizant, confidential and not for distribution

We’ve been automating rote work for some time…


Automation in the enterprise has evolved

Creating or rewriting code, writing and

managing APIs, heavy BPS engines and

brittle, complex macros.

Traditional Automation

Interfaces with existing systems and emulates human

behavior. Enabled by low cost computing, storage, and

connectivity at scale.

Intelligent Automation

VS


Rising AI Platform Providers


Industry-specific Accelerated Workflow Smart Processes*Insurance

• Recognition and classification of claims

• Fraud detection

• Critical ‘checks and measures’ for data authenticity

• Policy booking

• Legacy systems consolidation

• Lowering of IT support costs

• Enhancement of supplier collaboration in bulk payments and recoveries typically involved in insurance claims

• Contact Center Automation

Health Care

• Accelerate claims processing, mass uploads, and reconciliations

• EHR/EMR audit of all data

• Simplified access to patient data in legacy systems

• Embedment of RPA in labor-intensive, error prone processes (accelerated workflows)

• Claims administration (claims process optimization)

• Enrollment and eligibility

• Billing and payments

• Patient scheduling

• Enhancement of data quality and compliance


Banking/Capital Markets

• Automating credit card fraud management (including account closures and chargeback processes)

• Enhanced customer query resolution timeframes

• Enhancement of accuracy and compliancy levels

• Reduction in FTE requirements


• Automating the redemption of funds from stocks and shares

• Enhancing customer satisfaction levels


Life Sciences

• Complaint Management

• Customer Interaction

• Procure to Pay

• Invoice Processing

• Quote to Cash

• Customer Setup

• Serious Adverse Event Reconciliation

• Adverse Event Comparison

• Narrative Writing

Technology

• Contract management

• E-Discovery/Digital Asset Management

• Revenue/Liabilities management

• Process automation/augmentation (HR/Legal/Finance)

• Initiative Tracking/Reporting (BI)

• Entitlements tracking/management/SLAs

• Software asset management (SAM)

• Onboarding/Offboarding/Resource Tracking

• Billing and order management

• Procurement/Supply Chain

• Q2C (Quote to cash)

Consumer Packaged Goods (CPG):

• Automating manual processes in data extraction and validation processes

• Order Management

• Reporting

• Automating data transformation of multiple input files received from multiple systems (e.g. ERP)



Halo


Our digital footprint is defined by our “Code Halo”

Wellness

Failed Cyclist

Fly Fishing

Medical Records

Future Obsessed

Mortgage, ISA, Savings

Ex HfS Research

Global Traveler

University of Johannesburg Alumni


Manufacturing business leaders expect

that by 2020 the most impactful technologies will be….


Instrument EVERYTHING


Data has Shifted how Value is Found


Enhance


Would you

attempt to run

Uber without a

GPS?

© 2017 Cognizant, confidential and not for distribution

Man +

MachineReaching new thresholds in

performance and job

satisfaction

37


Enhancement: Man + Machine

Man: The Art of the Job

Judgment – easy for humans but very

hard for computers

• Visual cues, emotion / empathy,

judgment, ethics, social context

• “What’s the right thing to do?”

Machine: The Science of the Job

Computational capabilities – easy for

computers but hard for humans

• Data analysis and pattern recognition

• “Based on all statistical evidence,

what’s the most appropriate next

action?”

38


The Art of Man

and Machine


Abundance

© 2017 Cognizant Source: The Work AHEAD, 2016, Cognizant Center for the Future of Work

An example of abundance

Do you know Rene Panhard

and Emile Levassor?

CHF20,500Do you know

Henry Ford?CHF800


HENRY


Abundance?


Discovery


Edwin Budding

invents the

lawnmower in

Gloucestershire in

1827

The Budding Effect


The Budding Effect:

…has led to the creation of a

CHF 590 billion

sports industry which would be difficult to

have envisioned in 1827.

It’s a stunning lack of imagination to think

today’s technology advances won’t have a

large-scale Budding Effect.


Electricity gave us:

• Telecommunications

• The Movie Industry

• Radio

• Television

• The Transistor

The Car gave us:

• Package holidays

• McDonald’s

• Denner

• Novotel

• Formula One

The Budding Effect:

creating – simultaneously

– the obvious and the

unimaginable.

If history holds, the digital

revolution will drive the

largest Budding effect

yet…creating large

industries by 2045 that

we don’t foresee in 2017

The Budding Effect


“There is one thing stronger than all the armies of the

world…that is an idea whose time has come”

-Victor Hugo

© 2017 Cognizant Source: The Work AHEAD, 2016, Cognizant Center for the Future of Work

Minority Report

(2002)

“There is one thing stronger than all the armies of the

world…that is an idea whose time has come”-Victor Hugo

Terminator 2

(1991)

3D Printing: Liquid to

Solid (2015)

Google Glass

(2013)

Star Trek: Deep Space

Nine (1993)

Microsoft HoloLens

(2015)

Google Self Drive

Vehicle (2014)

iRobot – Audi RSQ

(2004)

Science fiction of yesteryears becoming reality?


Will VR/AR Usher in the Next Budding Effect…..


Discovering: Transforming Healthcare from sickcare to

wellness

Imagine if you could predict

when you were getting sick,

so you could load up on the

right stuff. In ten years, we’ll

all be like, “Can you believe

we used to walk around not

knowing when we'd get

sick? Crazy!"

Kevin Plank

CEO, Under Armour

SXSW 2016 keynote


Convenient and 24/7

Inaccessible

Virtually Mobile, Anytime

Office Hours

Care Team Managed

Transactional, Isolating

Highly Engaged, Empowered

Limited Engagement

A Dramatic Shift To Patient-Centric Care Delivery• CHANGING INDUSTRY LANDSCAPE

57

Patient-Focused

Physician-Centered

Socially Connected

Isolated Individual

Health and Well-Being

Sick-Care

Financial Rewards, Incentives

Limited Consequence

© 2017 Cognizant

› Man: The Art of the Job

› Judgment – easy for humans but very hard for computers

• Visual cues, emotion / empathy, judgment, ethics, social context

• “What’s the right thing to do?”

Machine: The Science of the Job

Computational capabilities – easy for

computers but hard for humans

• Data analysis and pattern recognition

• “Based on all statistical evidence,

what’s the most appropriate next

action?”

60

Work is digitizing, careers are shifting

© 2017 Cognizant62

Our Opportunity

Your Call to Action – Move

AHEAD

• Automate everything you can

• Instrument everything you can

• Enhance every person you can

• Drive the price point of your products

and services down as low as you can

• Discover and invent all of the

possible futures you can

Thank you

Euan Davis

[email protected]

Mike Cook

[email protected]

mailto:[email protected]

mailto:[email protected]

september 5th switzerland do you do when … · what do you do when machines do everything? ......

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