Accenture Technology Vision 2019 | Full Report
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T he Post-Digital Era is Upon Us ARE YOU R E A DY F O R WHAT’S NEXT? Accenture Technology Vision 2019
TREND 1 DARQ #TECHVISION2019 Power TREND2 Get to Know Me TREND3 Human+ Worker TREND4 Secure US to Secure ME TREND5 MyMarkets
FOREWORD #TECHVISION2019 As every business does indeed Persistent change, challenged assumptions, and this future, along with insights on how to steer your become a digital business… disruption are now the norm, rather than the exception, organization toward continued success. in business and society. And these indicators will only what is next? accelerate and multiply as we progress into the future. Here is the good news: the post-digital era offers The lightning-speed of change, driven by technology, tremendous opportunities and value for business if is taking us from the digital age toward a new reality, enterprises proceed responsibly and strengthen trust. one we call the post-digital world. The power of cloud and artificial intelligence will continue to advance. When combined with The Accenture Technology Vision 2019 lays out the technologies such as distributed ledger, extended inarguably bold and complex path that businesses will reality, and quantum computing, they will reshape not encounter in the coming years, as digital continues to only the business sphere, but also the relationships take hold and the next wave of powerful technologies with individuals—customers, employees and ushers in a new era. ecosystem partners—that are critical to future growth. First let’s look at what is happening today to see As you explore Accenture Technology Vision 2019, where we are headed: everything is becoming digital. think ahead to this new reality with us, and decide Organizations are making enormous strides and how your organization will get ready for what the realizing the benefits of new digital business models post-digital world will bring. and processes. We see examples of this everywhere— in how people shop, work, learn, communicate, Thank you, decide, respond and even elect leaders. Now enterprises are at a crucial turning point. Digital is indeed important, but now it is simply the price of admission for doing business, especially as technologies have swiftly evolved people’s Paul Daugherty, Marc Carrel-Billiard, expectations and behaviors. The next epic disruption Chief Technology & Senior Managing Director, is coming, and our Tech Vision provides a glimpse of Innovation Officer Accenture Labs and Extended Reality 2 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Introduction #TECHVISION2019 The Post-Digital Companies are taking their first steps in a new world—one that tailors itself to fit Era is Upon Us. every moment� It’s a world where products, services, and even people’s surroundings are customized, and where businesses cater to the ARE YOU individual in every aspect of their lives, shaping the very realities they live in� READY FOR Japan’s biggest e-commerce company, Zozotown, is delivering “custom fast fashion.” Its skintight spandex Zozosuits pair with the company’s app to take customers’ exact measurements; custom-tailored pieces from Zozotown’s in-house clothing line 1 WHAT’S arrive in as few as 10 days. Gillette is catering to individual preferences in health and beauty, partnering with 3D printing startup Formlabs to offer 2 customized razor designs. Consumers create their personalized product through the company’s website; the digitally- personalized design is then physically printed and assembled, NEXT? to be shipped directly to their door. 44 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Introduction #TECHVISION2019 And customizing for the individual doesn’t According to our Technology Vision 2019 survey of 6,672 business and IT executives, necessarily require Zozosuits or direct design input. 45 percent report the pace of innovation in their organizations has significantly Sam’s Club developed an app that uses machine accelerated over the past three years due to emerging technologies� learning and data about customers’ past purchases to auto-fill their shopping lists, and plans to add a navigation feature, which will show optimized routes through the store to each item on that list.3,4 Virgin Hotels greets its guests with a cocktail of their choice and a minibar stocked with their favorites, thanks to a digital platform the company uses in place of a rewards program.5 Significantly accelerated 45% Companies like these are figuring out how they can shape the world around people and pick the right moments to offer their products and services. Accelerated Looking at these companies individually, there is a 49% story of hyper-personalization and on-demand digital services. But the collective enterprise efforts reveal a fundamental shift in how people will experience the world for generations to come. Soon, each individual Stayed the same will have their own reality, and every moment will 6% represent an opportunity for companies to play a role in shaping it. What is enabling—and driving—this reality-shaping Slowed shift? The emergence of a post-digital world. We as a 0% society are nearing a turning point in digital enterprise, where more businesses will have completed their digital transformations than not. Digital-era technology, which began as a differentiating advantage years ago, is now expected from every business. But its impact is still changing 55 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Introduction #TECHVISION2019 the relationship between businesses and society, and As the playing field evens out, companies will need to the expectations of individual people. acknowledge a shift in their reality too—around the level of expectations they face from digitally mature Digital-born companies and those completing their customers, employees, and business partners. transformations have showered consumers with Businesses have used technology-driven mass digital products and services. Facebook, Twitter, customization to get more granular with consumers Snapchat, and a constant rotation of new social through a top-down approach: selling two different media brands have become go-to destinations for options, then 10 different options, then 100 different finding and sharing information. Smart home devices options. Companies’ success with this approach has enable contextual interactions between the digital fostered the illusion that they can meet any need, no and physical world (Hey Google, remind me to talk to matter how personal or custom. Now, to meet the accounting staff when I get to the office), direct expectations in the post-digital world, they need to requests for physical products and services (Alexa, turn that illusion into reality. That means order more dish soap), and even digitally driven understanding people at a holistic level and social interactions from wherever people choose (Siri, recognizing that their outlooks and needs change at call Mom with FaceTime). a moment’s notice. The digital saturation of reality has granted companies In the post-digital world, every moment will represent In the post-digital world, with exceptional capabilities. They can understand a potential new market of one. It’s where demand is their customers with a new depth of granularity. They communicated instantly and gratification is expected every moment will have more channels than ever to reach those immediately. What’s more, both are constantly represent a potential consumers. And with every company finally changing, creating an infinite and never-ending converging on the same digital footing, there are stream of opportunities to be met through business- new market of one. more digital ecosystems and more potential partners to-business (B2B) and business-to-consumer (B2C) to help companies create holistic experiences. engagement, as well as in the public sector. The post- digital world is one where technology is the fabric of But as we move collectively into the post-digital era, reality, and companies can use it to meet people these capabilities and advantages are now available wherever they are, at any moment in time—if they rise to every organization. Digital itself is no longer to the challenge. differentiating. With every business heavily investing in digital technologies, how will leaders set themselves apart? 66 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Introduction #TECHVISION2019 A PARALLEL TRANSFORMATION Companies have not been alone on their journey to about which technologies they will or won’t adopt to Post-digital markets are made up of consumers, digital transformation. People have been on a parallel get the experiences they want. Companies must pay business partners, and governments alike enjoying path, incorporating new technologies at an close attention not only to the choices themselves, the spoils of the digital revolution. Fully on- increasingly rapid rate. When mobile phones were but also to the powerful new insights those choices demand or fully customized products are now the first introduced, they took 12 years to reach 50 million can provide about their customers—and about new standard in practically every industry, and sooner users; the internet took just seven to get to the same market opportunities. than later, customers will expect every 6 point. Looking at purely digital technologies, the organization to achieve both. rates become frantic: Facebook reached 50 million Post-digital workers are incorporating technology to users in four years; WeChat, one year. Pokémon GO, complete tasks in new ways, in new types of jobs, but This is not to say digital is old or over. Far from it. the augmented-reality gaming app from Niantic? they are still being hired, trained, and managed in Companies have used the power of digital Nineteen days. pre-digital ways. With the war for talent continuing to transformation to shape themselves, to shape rage, companies must adapt their technology customers and employees, and then to shape People are adopting new technology both quickly strategies to close the divide between themselves people’s expectations. What’s left is using their and completely, and whether they’re customers, and their digitally mature workforce. ongoing digital efforts to shape the market. employees, or even threat actors, they are beginning Companies face a world of renewed expectations to outpace enterprises in their digital transformations. Post-digital threat actors have nearly unlimited and core digital technologies are more critical than They are more knowledgeable about technology points of entry to enterprise. With a global army of ever. But the time for pilots and experimentation is itself and how companies use it, and are becoming connected devices ready to be pressed into service, long past, and leaders must begin to strategize for selective and demanding of what they adopt, and an attack surface that includes not only the what’s next. challenging companies to work with them or adapt to target company but every partner and vendor in the them in different ways. company’s ecosystem, they have the clear advantage. Businesses must respond to this post- Post-digital consumers are enjoying the results of digital threat with a collaborative approach, technology saturation. In a world of unprecedented recognizing that they are not just potential victims, technology choice, people have strong sentiments but someone else’s vector. 77 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Introduction #T#TEECCHHVVIISSIIOONN22001199 GETTING TO THE NEW “MOMENT” Realistically, the world is not yet at the point of Look at JD.com, an e-retail platform and one of the everything being instantaneous. But post-digital fastest-growing companies in China. JD is radically companies are already playing a different game. differentiating itself with its “Toplife” platform—a Companies still completing their digital service that helps third parties sell through JD by transformations are looking for a specific edge, setting up customized stores for unique shopping 7 whether it’s innovative service, higher efficiency, or experiences. Not only do these third parties benefit more personalization. Post-digital companies are from the e-retail personalization, they also have looking for much more. They are out to bypass the access to JD’s supply chain with cutting-edge competition by changing the way the market itself robotics and drone delivery that can reach rural works. From one market to many custom markets— areas. And through a partnership with Walmart, a on-demand, in the moment. physical store in Shenzhen will offer more than 8,000 products available in person or delivered from the 8 Industry lines are no longer a boundary to growth, store in under 30 minutes. By offering and the disruption that came in waves as technology unprecedented customization and speed, JD is matured in the digital era is now ever-present. Any enabling other companies to capture moments, and company can compete with any other or carve out a in doing so creating a new market for itself. new market. Take Amazon partnering with Berkshire Hathaway, an insurance and holding company, and It won’t be long before the standout examples of JPMorgan Chase, a global financial services firm, to today are the norm. Companies are already tackle challenges in healthcare spending. The three investigating the next generation of technologies have pooled their resources in a joint effort that has such as artificial intelligence (AI), distributed ledgers companies in entirely different industries preparing like blockchain, extended reality, and quantum for foundational disruption. computing. The message is clear: “keeping up with the digitals” won’t cut it for what’s coming next. 88 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Introduction #TECHVISION2019 Business leaders looking to do more than just future opportunity. Distributed ledger technology, the low altitudes at which drones fly, partnered with complete their transformations must set new goals in Artificial intelligence, extended Reality, and Microsoft Azure to create a platform that gives state their sights, including: Quantum computing (DARQ) are already having and local authorities authorization, enforcement, and 10 an impact in disparate areas of enterprise. DARQ restriction abilities for drone operation in their areas. • Move your focus to the end. As companies begin technologies will drive the post-digital wave, but The platform also lets companies incorporate to understand instant demand and supply options catching that wave will only be possible with the security and compliance checkpoints into drone- expand, they will have more opportunities than firm foundation of SMAC. Looking even further related workflows. they can pursue. Success will mean carefully down the road? DARQ technologies will enable choosing the specific opportunities companies innovation in such core aspects of the business By positioning themselves as the curators of reality, want to target—and just as important, the ones that they will be foundational for whatever comes companies already have a new level of obligation to not to target—then working backward to after that. society. But being able to deliver for specific and determine how they will get there. constantly changing moments creates challenging As companies move to meet these goals, they must additional questions for businesses that are used to • Define what it means for your business to be post- also accept a new level of responsibility. As one market of many and long-static circumstances. digital as the world moves into a new phase of businesses use technologies to reach further into With limitless opportunities, how do you measure the cooperation. As companies settle on their new people’s lives, shaping the very fabric of reality, they potential impact of products and services on society? goals and the pathways they will take to reach must address the privacy, safety, ethics, and How do you avoid crossing ethical boundaries where them, they must also determine which ecosystem governance questions that come along with that level there are different lines for every reality and moment? partners they need and where their own place in of access. And how does a company responsibly pick the the ecosystem should be. opportunities to target in the first place? When you Look at drone usage, which companies are reach the point of being able to deliver nearly • Master SMAC as a core competency and a incorporating for everything from agricultural anything instantly, it is critical to remember that “can” foundation to rotate to what’s next. When it comes services to public safety, utility monitoring, and doesn’t always mean “should.” to enterprise-level technology strategies, product delivery. They’re even changing what’s companies can never stop moving. Social, possible in healthcare, with Switzerland’s postal It’s every company’s responsibility to understand the mobile, analytics, and cloud (SMAC) combined to service provider using drones to move time-sensitive impact of its moments at scale. drive the biggest enterprise and market lab samples between hospitals and bypass the delays 9 transformations since the dawn of the industrial of ground transport. But this does raise issues of era. At this point, the failure to complete a patient safety, privacy, and data protection that the mastery of SMAC will leave businesses unable to involved organizations must address, as well as serve even the most basic demands of a post- navigating potentially restricted airspace. AirMap, digital world. But success will unlock boundless which operates an airspace management system for 99 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Introduction 2019 TECH #TECHVISION2019 TRENDS This year’s Accenture Technology Vision highlights five emerging trends that will shape businesses over the next three years� In each trend, you will see how digital saturation is raising expectations, abilities, and risk across industries, and how businesses are seeking new ways to differentiate themselves as the world moves into the post-digital era� DARQ Power Get to Know Me TREND Understanding the DNA of DARQ TREND Unlock unique customers and unique opportunities New technologies are catalysts for change, offering Technology-driven interactions are creating an businesses extraordinary new capabilities. Distributed expanding technology identity for every consumer. This ledger technology, artificial intelligence, extended living foundation of knowledge will be key to not only 1 reality, and quantum computing will be the next set of 2 understanding the next generation of consumers, but new technologies to spark a step change, letting also to delivering rich, individualized, experience-based businesses reimagine entire industries. relationships in the post-digital age. 10 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Introduction #TECHVISION2019 Human+ Worker Secure US to Secure ME TREND Change the workplace or hinder the workforce TREND Enterprises are not victims, they’re vectors Workforces are becoming human+: each individual is While ecosystem-driven business depends on empowered by their skillsets and knowledge plus a new, interconnectedness, those connections increase constantly growing set of capabilities made possible through companies’ exposures to risks. Leading businesses are 3 technology. Now, companies must adapt the technology 4 recognizing that just as they already collaborate with entire strategies that successfully created this next generation ecosystems to deliver best-in-class products, services, and workforce to support a new way of working in the post- experiences, it’s time security joins that effort as well. digital age. TREND MyMarkets Meet consumers’ needs at the speed of now Technology is creating a world of intensely customized and on-demand experiences, and companies must 5 reinvent their organizations to find and capture those opportunities as they come. That means viewing each opportunity as if it’s an individual market—a momentary market. 11 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Introduction THE POST-DIGITAL #TECHVISION2019 FUTURE Just as people no longer say they live in the “age of electricity,” the days of calling something digital to insinuate that it is new and innovative are numbered� The word is already passé in the consumer space. Soon, it will be the same for enterprise. There is no need to say you are a “digital business.” If you’re still in business, investing in digital is understood. What does “post-digital” mean for companies? Doubling down on completing their digital transformations to get the most value from those investments—and at the same time, turning a strategic eye toward what’s next. By moving the company’s focus to targets of opportunity, finding a place among the ecosystems of the post-digital era, and mastering digital investments with an eye toward the post-digital future, leaders will position themselves for success for years to come. Your digitized organization will be the foundation from which you drive all future innovation. It’s a tall order; thanks to the power of digital now and post-digital next, the next era will be one of massive customer, employee, and societal expectations. Fortunately, it’s an era of equally tremendous possibility: to deliver for any moment in any reality. 12 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Introduction #TECHVISION2019 COMPLETING THE PICTURE The current three-year set of 2019 Get to Human+ Secure US My DARQ Trends Know Me Worker to Markets Power technology trends relating to Secure ME Accenture’s Technology Vision includes our reports from 2018 and 2017� Accenture’s Technology Vision comprises a three-year set of technology trends, and it’s important to recognize 2018 Citizen AI Extended Data Frictionless Internet that this year’s trends are part of a bigger picture. As Trends Reality Veracity Business of Thinking companies continue to grow as digital businesses, they will need to keep up with the latest technologies, as well as continue to master those that have been maturing. These technologies will collectively inform how enterprises build the next generation of business and create paths toward future growth. 2017 AI is the Ecosystem Workforce Design for The Trends New UI Powerplays Marketplace Humans Uncharted 1313 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Introduction #TECHVISION2019 2018 Trends Trend 1 Trend 3 Trend 5 CITIZEN AI DATA VERACITY INTERNET OF THINKING Raising AI to Benefit Business and Society The Importance of Trust Creating Intelligent Distributed Systems As artificial intelligence grows in its capabilities—and By transforming themselves to run on data, Businesses are making big bets on intelligent its impact on people’s lives—businesses must move businesses have created a new kind of vulnerability: environments via robotics, AI and immersive to “raise” their AIs to act as responsible, productive inaccurate, manipulated, and biased data that leads experiences. But to bring these intelligent environments members of society. to corrupted business insights, and skewed decisions to life, they must extend their infrastructures into the with a major impact on society. dynamic, real-world environments they want to reach. Trend 2 EXTENDED REALITY Trend 4 The End of Distance FRICTIONLESS BUSINESS Virtual and augmented reality technologies are Built to Partner at Scale removing the distance to people, information, and Businesses depend on technology-based experiences, transforming the ways people live and partnerships for growth, but their own legacy work. systems aren’t designed to support partnerships at scale. To fully power the connected Intelligent Enterprise, companies must first rearchitect themselves. 1414 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Introduction #TECHVISION2019 2017 Trends Trend 1 Trend 3 Trend 5 AI IS THE NEW UI WORKFORCE MARKETPLACE THE UNCHARTED Experience Above All Invent Your Future Invent New Industries, Set New Standards Artificial intelligence (AI) is about to become your The future of work has already arrived, and digital Businesses are not just creating new products and company’s digital spokesperson. Moving beyond a leaders are fundamentally reinventing their services; they are shaping new digital industries. To backend tool for the enterprise, AI is taking on more workforces. Driven by a surge of on-demand labor fulfill their digital ambitions, companies must take on sophisticated roles within technology interfaces. platforms and online work management solutions, a leadership role to help shape the new rules of the From autonomous driving vehicles that use computer legacy models and hierarchies are being dissolved game. Those who take the lead will find a place at or vision, to live translations made possible by artificial and replaced with open talent marketplaces. This near the center of their new ecosystem, while those neural networks, AI is making every interface both resulting on-demand enterprise will be key to the that don’t risk being left behind. From technology simple and smart—and setting a high bar for how rapid innovation and organizational changes that standards to ethical norms to government mandates, future interactions will work. It will act as the face of a companies need to transform themselves into truly in an ecosystem-driven digital economy, one thing is company’s digital brand and a key differentiator—and digital businesses. clear: a wide scope of rules still needs to be defined. become a core competency demanding of C-level investment and strategy. Trend 2 Trend 4 ECOSYSTEM POWER PLAYS DESIGN FOR HUMANS Beyond Platforms Inspiring New Behaviors Companies are increasingly integrating their core What if technology adapted to you? The new frontier business functionalities with third parties and their of digital experiences is technology designed platforms. But rather than treat them like partnerships specifically for individual human behavior. This shift of old, forward-thinking leaders leverage these is transforming traditional personalized relationships relationships to build their role in new digital into something much more valuable: partnerships. ecosystems—instrumental to unlocking their next Business leaders recognize that as technology waves of strategic growth. As they do, they’re shrinks the gap between effective human and designing future value chains that will transform their machine cooperation, accounting for unique human businesses, products, and even the market itself. behavior expands not only the quality of experience, but also the effectiveness of technology solutions. 1515 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
#TECHVISION2019 TREND 1 TREND 1 DARQ POWER Understanding the DNA of DARQ UNDERSTANDING THE DNA OF DARQ
Trend 1 DARQ POWER #TECHVISION2019 Imagine movies in the future� Watching a fixed story on a screen will be a relic of technology now. Leaders in quantum hardware Audiences will live inside of the past. In its place: create-your-own TV are connecting their quantum computers to the packages or multi-player, interactive movies at cloud, allowing companies and individuals to stories, fully immersed in home. No more traveling to a theater to watch a experiment with the possibilities of this fictional worlds through virtual movie; instead, people will “travel” into the movie revolutionary new approach to solving reality (VR)� Human-like itself as participants. exponentially complex problems. artificial intelligence characters This may seem farfetched or at least far off, but The world is moving into a post-digital era. companies are already building these kinds of Companies are setting their sights beyond their will respond, anticipate, and interactions in the entertainment industry and organization’s digital transformation, moving react to each audience beyond. Supermassive Games released a VR toward shaping how governments, business experience for “The Inpatient,” letting players partners, employees and individuals interact with 1 member’s choices, and participate in the game in true first person. the world through technology. Future-minded payments and access will be Google is rolling out Duplex, a natural language leaders know that they will need not only every voice assistant so human-like it’s hard to recognize digital tool in their current arsenal to succeed, 2 facilitated seamlessly by as AI, to help people accomplish daily tasks. they’ll also need new ones. The next set of distributed ledger technology� Choon, a blockchain-based music streaming technologies every company will need to master? platform, is attempting to democratize and Distributed Ledger Technology (DLT), Artificial streamline artist royalties.3 Intelligence (AI), Extended Reality (XR) and Quantum Computing. And while the full maturity and widespread adoption of quantum computing may still be years away, companies are beginning to explore this 1717 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 1 DARQ POWER #TECHVISION2019 The next set of technologies every company will need to master: Distributed Ledger Artificial Extended Quantum Technology (DLT) Intelligence (AI) Reality (XR) Computing In other words, “DARQ” matters. Distributed ledgers will expand networks by eliminating understand their partners and consumers at the need for trusted third parties. And quantum unprecedented depth, and together, SMAC helped New technologies are catalysts for change, offering technology will usher in novel ways to approach and companies create major differentiators. Now, extraordinary new business capabilities when applied solve the hardest computational problems. investing in digital is a core expectation of being in appropriately. Individually, each of these four business, and ambitious companies are looking at technologies represent opportunities for businesses When sets of technologies like these converge over a DARQ technologies for the next source of to differentiate their products and services. short period of time, they can spark a step change, differentiation and disruption. As these technologies Collectively, they will open unimagined new pathways letting businesses reimagine entire industries. DARQ reach maturity and converge, they will let businesses into the future. AI already plays a critical role in will be the next set to do this, but not the first. expand upon their digital capabilities to build optimizing processes and influencing strategic intelligent and highly customized, in-the-moment decision-making. Extended reality, an immersive During the digital revolution, social, mobile, analytics, experiences that help shape their customers’, technology, creates entirely new ways for people to and cloud (SMAC) combined to enable one such step business partners’ and employees’ very lives. experience and engage with the world around them. change. These technologies let businesses 1818 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 1 DARQ POWER #TECHVISION2019 SMAC technologies and some of the capabilities they enable Success in the future starts now. As they mature, DARQ technologies will MOBILE Access to information offer businesses huge opportunity. But anywhere there is risk in waiting to make a move. Leaders will be Many ignored SMAC for too long and Expand businesses’ presence in consumers’ the ones best later struggled to keep up with digital- daily lives first businesses. To avoid this mistake SOCIAL prepared to with DARQ, companies must begin S Access to services exploring new capabilities as they anywhere Build communities capitalize on arise, experimenting with and networks online SMAC the value of DARQ combinatorial effects, and using their C Businesses have the digital foundations to launch Spread products through capabilities they need ANALYTICS technologies meaningful and effective pilots. referral codes to understand Leaders will be the ones best prepared consumers and as they partners at a deeper M Increased to capitalize on the value of DARQ Validate products level than efficiency, ever before. reduced costs progressively technologies as they progressively through reviews reach maturity. reach maturity. At this stage, every advantage counts. A Optimized products and services CLOUD Data-driven decision making On-demand computing resources Increased flexibility for businesses Mass access to other SMAC technologies 1919 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 1 DARQ POWER #TECHVISION2019 EXPLORING THE DARQ Across the DARQ technologies, investments and adoption are rising steadily� VR and AR saw a 12 percent increase in investment between 2016 and 2017, reaching $3 billion that year; in the first three months of 2018, companies invested 4 $750 million in AR/VR startups� Distributed ledger investments are exploding, with blockchain and cryptocurrency-focused startups alone collecting almost $3�9 billion in investments in the first three quarters of 2018—nearly 5 three times the total for all of 2017� 2020 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 1 DARQ POWER #TECHVISION2019 Adopted across multiple business units Eighty-nine percent of businesses are already experimenting with one or 18% 15% 13% more DARQ technologies, expecting them to be key differentiators. Each technology is at a different point on the adoption curve, but the first wave Adopted in one business unit 13% of companies using DARQ technologies to drive differentiation is already 23% 22% here. 24% Piloting The Symphony Post-Acute Network incorporated AI and machine learning to improve care for its 80,000 patients, using a cloud-based AI engine to 27% drive predictions and recommendations based on its existing patient 27% 6 25% 23% 22% data. The resulting insights led to a drop in readmission rates from 21 24% percent to less than 19—a huge reduction in a key success metric in Evaluating or planning to pilot healthcare, at a cost savings of more than $13,000 per patient. Similar AI- driven results can be found across industries, with 80 percent of 24% companies reporting that AI is in production in their organization in some 23% 7 22% form. 27% 27% Not planning or evaluating for adoption 11% Others are already creating new value with distributed ledger technology. Don’t know 7% 9% A consortium including AB InBev, APL, and Kuehne + Nagel developed a 2% 3% 3% blockchain solution to save hundreds of millions of dollars for the freight Artificial Distributed Augmented 8 and logistics industry. The approach reduces the need for data entry Intelligence Ledgers/ Reality/Virtual related to transport documentation by up to 80 percent while Blockchain Reality streamlining required cargo checks and customs compliance. Please indicate your organization’s stage of adoption for each of the following emerging technologies today. And while quantum computing is the furthest from full maturity and impractical as a current investment for most companies, advances in quantum research are bringing costs down significantly. The number of qubits (the quantum equivalent of a bit in a traditional computer) in leading chips is accelerating: it took 19 years to get from a chip with two qubits to a chip with 17, which IBM achieved in 2017; later that year, IBM bested its own record with 50 qubits, and by 2018, Google had unveiled a chip with 72.9,10 In concert with these advances, Microsoft, Rigetti Computing, 1QBit, and other leaders in quantum research are increasingly 2121 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 1 DARQ POWER #TECHVISION2019 DARQ technologies and some of the capabilities they enable ARTIFICIAL Automate business making their quantum systems available for INTELLIGENCE functions experimentation via APIs and software development 11 kits (SDKs, or QDKs). These offerings give companies a way to develop and test quantum solutions for Scan unprecedented specific enterprise use cases today. amounts of data Volkswagen has used quantum computing to test DISTRIBUTED LEDGER traffic flow optimization, as well as to simulate the TECHNOLOGY D Make the benefits of chemical structure of batteries, hoping to accelerate analytics more 12,13 Transact without middlemen widely available battery development. The company teamed with or trusted third parties 14 Nvidia to add AI capabilities to future models. DARQ Volkswagen is also testing distributed ledgers with an Large-scale collaboration Q eye to protecting cars from hackers, facilitating and transaction Businesses have the automatic payments at gas stations, creating tamper- among strangers capabilities to build REALITY (VIRTUAL, immersive and AUGMENTED, 15 intelligent worlds. A proof odometers, and more. And the carmaker ASSISTED, ETC) provides step-by-step augmented reality instructions Self-executing 16 to help service employees repair vehicles. smart contracts Companies like Volkswagen with early-stage tests and R New, immersive environments pilots are gaining expertise, forming key partnerships, and building up DARQ capabilities. As the On-demand and technologies mature, this experience will provide the QUANTUM hands free COMPUTING information tools to weave together solutions creatively and strategically—to solve new kinds of problems or attack existing problems in new ways. Solve problems intractable with today’s Discover new drugs computers and materials Transform global cybersecurity 2222 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 1 DARQ POWER #T#TEECCHHVVIISSIIOONN22001199 GAINING COMBINATORIAL EFFECTS As businesses explore new capabilities, some of All four DARQ technologies are, or will be, the DARQ technologies will be more immediately powerful on their own. But as they advance, they will push each other forward relevant than others� When asked to rank the further. Already, early pairings reveal technologies, forty-one percent of business and game-changing combinatorial effects. IT leaders report that AI will have the greatest The blend of AI and XR, for instance, is impact on their organizations over the next three helping to solve one of the biggest barriers to widespread impact for years, while 19 percent say their greatest impact immersive experiences: VR sickness. during the same timeframe will come from Businesses have identified numerous potential applications of XR—like virtual distributed ledgers� But to use the technologies training, “hands-on” education, or even to their greatest potential—now and when all four realistic online shopping—but have been stymied by the symptoms of motion 17 have matured—businesses need to think about sickness that many VR users experience. the value in combining them� To address this, LG Display is partnering with Sogang University in South Korea, where researchers are using a deep 23 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 1 DARQ POWER #TECHVISION2019 learning AI algorithm to lower latency and motion blur. In the future, XR and quantum computing capabilities The solution shortens the time lag between when a could be added to platforms like Adents NovaTrack, person moves and when the display image updates to further transforming industries. With hands-free 18 reflect that movement. augmented reality instructions, warehouse employees could reduce shipping mistakes significantly, while Many leaders are also exploring quantum computing in quantum computers could optimize complex vehicle conjunction with AI. Google AI has a quantum research routing, helping dispatchers coordinate multiple effort aimed at developing quantum processors and vehicles with warehouse locations and rapidly add new algorithms to accelerate machine learning computing destinations. 19,20 tasks. Similarly, IBM released QISKit AQUA Artificial Intelligence, a set of tools and algorithms allowing To take advantage of the transformational new developers to access and run AI experiments on IBM Q capabilities that DARQ technologies will offer, quantum computers.21 businesses must explore the possibilities now all along the spectrum. From the growing pervasiveness of AI in Even before these DARQ technologies have reached enterprise today to the long-range potential of quantum full maturity, businesses can see the value to come— computing in the future, businesses should continue and these examples offer just a glimpse of what leaders experimenting with and applying these technologies to have planned. Microsoft and Adents, a supply tracking transform their businesses. solutions provider, are already integrating distributed ledgers and AI. The companies teamed up to develop a The one certainty is that all four of these technologies blockchain and AI-based product tracking platform, will offer powerful new capabilities to enterprise—and called Adents NovaTrack. The blockchain-as-a-service will amplify the impact of the others. Leaders in the approach offers greater traceability, transparency, and DARQ-driven future will be prepared to combine and security throughout supply chains, guarding against exploit those competencies as the technologies reach counterfeit items. Microsoft’s machine learning and enterprise-level maturity. business intelligence services then help transform the collected data into actionable business insights. 22 . 2424 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 1 DARQ POWER #TECHVISION2019 REALIZING NEW VALUE FROM EXISTING INVESTMENTS As DARQ technologies reach maturity, they will amplify the reach life and storage, the company has improved those features and capabilities of the business, creating new value from existing and, therefore, the Gear VR experience with each new model.25 SMAC investments. While quantum computers will be necessary to power next- Consider how distributed ledgers will work with social platforms. generation technologies, they remain too fragile and Social media created huge and powerful ecosystems and networks expensive for every company to have one. But several leaders of people, but serious pain points like fake news and inadequate in quantum computing have already released software data privacy protections have emerged. Now, distributed ledgers platforms that enable connections to their quantum can give people more agency, helping them verify information and computers via the cloud. Rigetti gives businesses access to control their data.23 Skycoin BBS, for instance, is a distributed social 8-qubit and 19-quibit quantum machines as part of its hybrid platform with no central server or central authority, so people can Quantum Cloud Services platform.26 Alibaba’s cloud service retain their privacy.24 Taking the lead on integrating distributed subsidiary, Aliyun, and the Chinese Academy of Sciences ledger capabilities into social platforms has given businesses a new launched a joint 11-qubit quantum computing service, which way to gain value and distinguish themselves from competitors. they encouraged researchers to use to run algorithms and conduct early quantum experiments.27 Early progress with XR is also closely tied to a major digital technology—mobile. For XR to shape and augment the world at any Strong digital foundations in SMAC will let businesses explore given time, businesses must navigate network connectivity, DARQ technologies in their early stages—a must if companies application development, and processing power. Those with want to stay ahead of competitors. Later, when DARQ successful mobile practices or products will be better prepared for technologies reach full maturity, they will amplify the value of this wave. Already, many VR headsets rely on mobile phones: the earlier technology investments, extending the business into Samsung Gear VR is powered by Android Galaxy phones, and the future. though early complaints about mobile VR centered around battery 25 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 1 DARQ POWER #TECHVISION2019 Even before DARQ technologies have reached full maturity, it’s clear that they are poised to become DRIVING the foundation for next-generation products and services� Already AI and XR offer major competitive advantage in multiple areas, and distributed ledgers THE and quantum computing are expected to drive new innovations in the coming years� When all four technologies are viable at scale, their impact will POST- grow significantly—once again giving companies the opportunity to transform their business models and full industries from the ground up� DIGITAL Leaders looking for a head start on the future must consider the revolutionary successes of SMAC technologies and strive to replicate their impact. Studying how the most successful companies used new capabilities to transform their industries in the past will provide guidance as businesses explore new competencies through DARQ, and a strong digital foundation will help them pilot FUTURE those capabilities while DARQ technologies are still in early stages. DARQ will enable the post-digital era of business and technology, and those looking to lead in that era must start now. For some, this means launching pilots. For others, it means looking into startups and building relationships or making acquisitions. The companies that recognize the opportunity—and begin to explore possibilities and investments with strategic focus—will be leaders in a brand-new competitive landscape. 2626 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 1 DARQ POWER #TECHVISION2019 DECISION POINTS Is your digital • Early stage DARQ pilots will heavily rely on SMAC the digital revolution, and what pitfalls were difficult 1 foundation ready for practices. Prioritize the completion of ongoing or impossible to recover from. This will help you digital transformation efforts. build roadmaps for the growth of DARQ DARQ? technologies, and ultimately determine the optimal • Consider where businesses in your industry time to involve your business in each one. stumbled with SMAC adoption at the beginning of Determine how your • Decide whether you will buy or build your own AI • Begin identifying the best use cases for distributed 2 organization will tools, taking AI training and security requirements ledger technology in your industry. Will you use it into account. internally or to pivot quickly between many business access the DARQ partnerships? technologies that are • Explore different XR use cases in the enterprise. Depending on how you expect to use XR throughout • Establish relationships with leading quantum cloud relevant for your your business, decide whether you should begin vendors and explore new quantum computing business, keeping in building an in-house team to design XR experiences, capabilities as they are made available. mind their different or establish vendor contracts. levels of maturity� 27 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 1 DARQ POWER #TECHVISION2019 DECISION POINTS How are you adding • Approach hiring, training, and employee retention 3 DARQ skills to your with DARQ in mind. As the technologies become more pervasive, expertise will be increasingly in- current workforce? demand. As recruiting DARQ talent becomes more competitive, consider training programs to reskill your current employees and incentivize them to stay. How can you use • DARQ technologies have the potential to transform • Steer your industry toward your company’s 4 DARQ to shape the whole industries from the ground up. Start a future- preferred future with strategic combinations of looking program dedicated to scenario planning. DARQ technologies. Evaluate each combination, future of your Task the team with exploring different possible taking into account what can be implemented today industry? futures for your organization, driven by the industry- and what capabilities they will enable as they level impact of DARQ. mature. Use this information as you build your overall DARQ strategy. 28 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
#TECHVISION2019 TREND 2 GET TO KNOW ME Unlock unique consumers and unique opportunities
Trend 2 GET TO KNOW ME #TECHVISION2019 Globally, 1�7 billion adults are But lending platform SlicePay has found a way to serve previously untapped market of customers. “unbanked,” with no bank unbanked students in India. SlicePay runs “credit” checks by examining applicants’ use of technology. These technology identities are part of an account or access to formal How often they post photos of themselves on vacation emerging enterprise feedback loop, one that first 1 or check into restaurants on social media may seem began to show its potential with the finance. They frequently end like unorthodox measures of financial viability, but they personalization efforts of the digital era. Through 2 up in a financial catch-22: offer useful insight into spending patterns. Combined digital technologies, companies gained new, direct without any financial history, with other tech-derived metrics, SlicePay uses these touchpoints with customers. They used the insights to build applicant profiles that replace resulting “snapshots” of insight into customer they can’t qualify for a loan. traditional financial histories. needs and goals to deliver personalized products Without any loans, they have no and services, which, in turn, gave companies even Another company, Capital Float, operates similarly. If more insight into their customers. financial history. someone applies for a loan for a technology-related endeavor, like buying a car to become a driver for a Now, that technology-driven feedback loop is rideshare app or signing up as an ecommerce seller, about to kick into overdrive. As the world moves one of the data points Capital Float will check is the into the post-digital era, companies are beginning software update status of their mobile phone. It helps to build new products and services that shift the the company evaluate the applicant’s technology one-off, transactional exchanges between savvy, to determine how likely they are to be businesses and consumers to an ongoing, successful in technology-related work. customized relationship. They are moving beyond personalized products to individualized SlicePay, Capital Float, and others have spotted the experiences, creating a one-to-one relationship emergence and growing importance of technology with each customer where technology plays the identities. The sets of technologies people choose to starring and ever-present role. use are now so integrated into their lives that they have become a part of consumers’ identities, and leaders are using those identities to create a new generation of offerings. In SlicePay’s case, its new technology “credit check” lets the company serve a 30 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 2 GET TO KNOW ME #TECHVISION2019 Technology identities are of business and IT executives driven by digital agree that digital demographics, which demographics give their reflect consumers’ organizations a new way to choices across a variety of 83%identify market opportunities devices and services. for unmet customer needs. The transactional interactions of the digital era furniture directly in their physical environment.3 experience, just as it is in daily life. And with every offered snapshots of customers at a single point in Instead of having the customer get home and build a step in those experiences, consumers are leaving time. Now, experiences are beginning to deliver a piece, only to then realize it was not quite what they behind footprints of their technology identity. It’s living, more holistic, and ongoing view of customers’ had hoped, the app revolutionizes the shopping creating a living foundation of knowledge for digital activities, technology capabilities, and experience. People can now make purchasing business, as customers use technology to interact preferences—in addition to their personal needs and decisions by using their very own home as the with them—and other companies they do business goals. It’s the enterprise feedback loop of the post- backdrop of the catalog—and, thanks to Ikea’s with—across multiple points in time. digital era: the more experiences companies deliver, purchase of labor platform TaskRabbit, customers the richer the technology identities that are created. can also seamlessly recruit help to assemble the new The key opportunity for enterprise? Become each The richer the technology identity, the more powerful piece in place.4 individual customer’s ongoing, trusted partner. the experience a company can create. Companies will achieve this by understanding the Other companies have followed suit, replacing dry, technology people use and how they use it, creating The shift toward technology-driven experiences has often frustrating transactions with new technology- the insights needed to integrate seamlessly into the already begun in earnest. Ikea built an augmented driven efforts that bring experience to the forefront of person’s life. reality app that allows customers to browse the the relationship. Look closely at those interactions: company’s catalog and place 3D renderings of technology is an inextricable component of the 31 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 2 GET TO KNOW ME #T#TEECCHHVVIISSIIOONN22001199 B2B organizations have already started to adopt this technology has come to dominate the way people thinking. Companies like Datanyze and the HG Data engage with the world. app on Salesforce AppExchange will mine websites to identify what technology stack a target company is Success for companies, then, is about seamlessly using, or if they have recently changed providers.5,6 integrating into each individual’s technology Vendors can then leverage that information to choices—drawing insights not only from which generate leads and refine sales pitches that both technologies a person has adopted, but also how meet the target company’s specific needs and fit they’re used. Look at the difference in the ways within its existing sets of technology products and people use voice technology: among US adults, 70 services. percent use voice services to play music, 31 percent use them for smart home commands, and just 17 10 For B2C companies, the logic is the same. If percent use them for food delivery or takeout. consumer-facing businesses are betting big on experiences fundamentally driven by technology, Technology identities not only reflect overall they will need to better understand how that consumer identities, they also define new aspects of experience fits into the technology that already exists people’s lives in an era where everything is digital. in a customer’s daily life. Companies that disregard technology identities will inevitably create offerings out of sync with what their The technology that consumers have integrated into customers are able or willing to use. But those that their lives may not be as clearly defined as an successfully grasp technology identities will achieve a enterprise technology stack, but it is just as critical. living, individualized view of each consumer—one People entrust digital services to pay bills, shop, that’s needed to deliver rich, continuous, experience- catch up with friends, get the news, control the lights based relationships in the post-digital age. in their homes, work, and entertain themselves; even social movements like #MeToo are inherently born through technology. More than half of the global population are internet users, and in the US, consumers across generations already spend more 7,8,9 than three hours per day on their mobile devices. Even when it is operating silently in the background, 32 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 2 GET TO KNOW ME #TECHVISION2019 using technology to grow the market of one The innovative technologies and strategies that companies use to interact and engage with their customers are in constant flux. Walmart redesigned the technology backend of its website to distinguish between items people buy for themselves and those they buy as gifts, with an eye toward driving better-targeted 11 Alibaba’s “FashionAI” incorporates recommendations� machine learning into a physical store experience, giving individual customers real-time suggestions and tips as they try on different styles based on the items they’ve 12 already chosen� 33 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 2 GET TO KNOW ME #TECHVISION2019 of executives strongly agree that understanding consumers’ behaviors around technology will 41% be critical for their organization to increase customer loyalty� At first blush, these feel like very different strategies valuable that it has done away with the traditional life new ambiguity and complexity, along with key for customer profiling and improving customer insurance model. Now, the company offers interactive challenges that companies must address. Among experiences—but each is actually a stepping stone to life insurance policies that incorporate clients’ fitness them: recognizing that there are times when the same ultimate goal: the market of one. and health data through wearable devices. John consumers want more technology in their lives, but Hancock’s “Vitality” program policyholders qualify for also times when they do not want it in their lives at all. Savvy businesses are taking their first steps with discounts when they hit certain exercise targets and To successfully establish and maintain ongoing, technology identities to personalize their existing can get personalized premiums and rewards for their intensely individualized relationships with consumers, 13,14 companies must understand that dynamic. In product and service offerings. It’s a smart move; activity. The results speak for themselves: the there is still value to be gained from personalization- average customer with a traditional insurance plan essence, businesses must earn and retain consumers’ driven customer loyalty. But this is just the beginning engages with their life insurance company one to two trust by weighing their needs against the company’s of what is becoming possible today. Leaders can times per year. The new Vitality policyholders engage opportunities—and that will require a non-stop 15 balancing act. push even further to craft new individualized, with John Hancock more than 500 times per year. experiential business models entirely around the technology identities of their customers. Technology is letting businesses maintain ongoing, experience-driven relationships with individual North American life insurance company John consumers in ways that were impossible before. But Hancock has found technology identities to be so with these technology-enabled possibilities comes 34 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 2 GET TO KNOW ME #TECHVISION2019 UNDERSTAND CHOICE TO BUILD TRUST With every future offering poised to be individualized for the market of one, companies must master the granular understanding that technology identities make possible� It’s the difference between creating a tailored, seamless experience that neatly integrates into a specific customer’s life, or losing a consumer’s trust and a potentially lifelong relationship by creating an experience that is out of sync with their needs and expectations� Mastering the use of technology identities begins with understanding their key value: they rely on the power of consumer choice. No one chooses their age, ethnicity, or other characteristics commonly used to categorize people into demographic buckets. But having a Facebook account or a smart home device is a choice. Which brand of smartphone a person carries, or if they carry one at all, is a choice. Whether or not to turn on location tracking, use a wearable fitness device, or let an insurance company monitor driving activity in exchange for a discount—all of these are choices, driven by convenience, accessibility or the trust a person has in a particular company. Choices around technology 35 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 2 GET TO KNOW ME #TECHVISION2019 create many consumer variables that businesses must in the first place. Individual lines will range from “all fever might wonder if their new connected both understand and address. personalization is creepy to me” through to thermometer is being too “chatty” about their “personalization is incredibly useful and I don’t find it household’s health. The most obvious example relates to the question of creepy at all,” plus everything in between—and the individualization and privacy. As companies move line will vary for each different offering. Fortunately for businesses, the very technologies that toward serving the market of one, they must toe the make individualized experiences possible can also line between “useful” and “creepy”—and bear in mind Businesses must also remember that they are not the help companies determine consumers’ preferences that the line will vary for each person. only company that individuals have technology-driven for how tailored those experiences should be. relationships with—and those other relationships may Going beyond the red line for an individual customer affect the lines they draw for your company. Businesses are already collecting the information they could mean all is lost. Case in point: one in five need to build this level of understanding, whether it is consumers report that they would switch to another Thanks to ecosystem connections, companies can for marketing purposes, figuring out how best to brand if a personalization experience was too creepy, access information about a person’s technological communicate with a particular customer, or for and one in five also said they would talk about the footprint even if that person has never interacted with providing support. Now, they must combine the data 16 creepy personalization with others. Yet at the same them. Kinsa’s connected thermometers let customers and use it in new ways to calculate the “creepiness time, nearly half of consumers say they have track their fevers via a smartphone app; Clorox paid quotient” in advance. Coupled with transparency purchased a product they weren’t planning on buying to license the information, using it to direct ads to US about the insights being drawn from their after receiving a personalized recommendation from ZIP codes where people had more fevers (and interactions, companies can use this understanding 17 18 a company. potentially more need for disinfecting wipes). No to build and maintain trust with customers as personally identifying information was ever shared. offerings get more and more individualized. The key takeaway: tailoring offerings to the individual Still, customers who end up seeing ads for also means figuring out just how much tailoring to do disinfecting wipes not long after their child had a 36 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
WHERE’S THE LINE? #TECHVISION2019 Persona 1 Persona 2 Persona 3 “ I am concerned about my privacy “Personalization is helpful, but I “ Personalization always adds value and prefer very little personalization” still weigh it against my privacy” to my digital experiences” Personalized playlists help me expand my musical Personalized playlists help me expand my Personalized playlists help me expand my musical x horizons x musical horizons horizons My navigation app works with my calendar and the My navigation app works with my calendar and My navigation app works with my calendar and the x location services on my phone to suggest x the location services on my phone to suggest location services on my phone to suggest departure times departure times departure times x My fitness-tracking app only knows my location My fitness-tracking app only knows my My fitness-tracking app only knows my location when the app is open location when the app is open when the app is open x I’m letting this online retailer know this item is a gift I’m letting this online retailer know this I’m letting this online retailer know this item is a gift item is a gift I like it when sites help me understand why I like it when sites help me understand why I like it when sites help me understand why I see certain ads I see certain ads I see certain ads I actively manage the kinds of notifications I actively manage the kinds of notifications I actively manage the kinds of notifications I receive I receive I receive 37 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 2 GET TO KNOW ME #TECHVISION2019 UNDERSTANDING THE LIMITS Technology choices have created a wide spectrum of attitudes companies said they didn’t expect to be fully compliant when the 19 around technology, and the European Union’s General Data law went into effect in May 2018. Protection Regulation (GDPR) along with the chaos that surrounded its passage showed just how little attention companies have paid to The honeymoon of unlimited technological access is over. these differing attitudes in the past. The regulation stunned Businesses need to understand how much technology people want business leaders and set off a mass scramble to try to understand to use, how much access they want to allow into their lives, and how the scope of its potential effects for individual companies. Even much individualization they want companies to create without after a two-year delay in enforcement, more than 60 percent of stepping over the line. 38 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 2 GET TO KNOW ME #TECHVISION2019 UNDERSTANDING THE CHOICES AVAILABLE The struggle between privacy and individualization is In the short term, this means that companies may Whether companies opt to compete within multiple the most pressing piece of the growing consumer need to maintain more digital channels to support ecosystems, or forge and focus on their own, is an technological identity, but it is far from the only one. the many combinations of ecosystems found in their increasingly critical question for future strategies. As businesses look to deliver rich, technology-driven customers’ technology identities. Domino’s Pizza, a individualized experiences, they must understand digital leader, demonstrates this by supporting Beyond ecosystems, the direct availability of specific the complexities around the technology each orders through the traditional avenues like a technologies is the other side of the access consumer has access to in the first place. webpage and smartphone apps, but also expanding equation. Just look at the reach of mobile networks. its capabilities to support ordering through Amazon Despite being nearly 10 years into the 4G rollout (and From toll tags to baby monitors to smart meters, Alexa, Google Assistant, Slack, Twitter, Ford’s SYNC with the 5G standard completed in 2018) consumers various technologies from different companies connected car platform, and many more.20 in just five countries have access to an 4G 22 pervade people’s everyday lives. Increasingly, those connection more than 90 percent of the time. If a experiences are delivered through other companies’ In the long run, the expanding choices of technology consumer in an area without 4G coverage isn’t using devices and ecosystems: app-based interactions are ecosystems and services will affect product strategy. a smartphone, it may not be a strict “choice.” distributed via Android or iOS; voice-driven services Like Domino’s, some companies will go after every Companies will have to deal with a spectrum of are accessed through a preferred digital assistant; ecosystem; Philip’s Hue, iRobot’s Roombas, and access levels as they attempt to reach a global smart appliance purchases depend on compatibility Belkin’s Wemo devices all work in concert with a market with technology-driven experiences. with a consumer’s existing smart home management range of digital assistants, maximizing their reach. system. Individual customers will be involved in Others may follow Samsung’s Family Hub refrigerator Connectivity might seem too “nuts and bolts” for many different ecosystems, and to deliver strategy instead: eschewing the horizontal approach, business strategy, but it can have a serious impact. experiences that fit seamlessly into their lives, Samsung introduced its own smart assistant, Bixby, Take Netflix. Initially serving the US market, the companies must navigate all of those relationships. as an inextricable part of the refrigerator itself.21 service was built on the pretext of ubiquitous high- 39 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 2 GET TO KNOW ME #T#TEECCHHVVIISSIIOONN22001199 speed streaming. However, when the company blockchain platform to create transparent accounting decided to take the product global, it quickly realized across mobile carriers, the three companies were able that some of its most avid customers did not have the to develop a proof of concept that allows payments same bandwidth access. Customers in India often using SMS or RCS—two text messaging standards that experienced lag and buffering, so Netflix introduced a operate reliably on 3G networks. The solution extends download feature, initially only available in markets connected banking experiences to customers without where connectivity was not a given. With this high-speed wireless availability. approach, customers could store videos on their devices when they had service, and watch them Businesses need to understand consumers’ full uninterrupted at a later time.23 Similarly, since Indian technology context if they want to deliver rich, customers were primarily mobile users, Netflix seamless experiences in the post-digital age—including invested heavily in mobile video encoding to the issues of access that affect consumer choice. This guarantee the same experience to all customers—no might mean making sure products work in multiple matter their technology context. areas, all with different levels of technology access. Or it might mean serving more people in the same area by Similarly, SoftBank, Synchronoss Technologies, and supporting many different digital ecosystems. Either TBCASoft realized that existing banking apps way, it starts with a clear and constantly updating demanded high-speed wireless access, which meant picture of the technologies that consumers are willing the companies weren’t giving all banking customers to and can incorporate into their lives. the consistent access to mobile payments that they wanted.24 To solve this, they built a solution based on technologies both new and old. By building a 40 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 2 GET TO KNOW ME #TECHVISION2019 EARNING TRUST ONE CONSUMER AT A TIME When companies began their digital Now, with technology ubiquitous in consumers’ lives and transformations, technology was the companies shifting from individual transactions to experience-driven relationships, the opportunity is much means through which they greater. Businesses can use technology identities to build developed and connected with new individualized, seamlessly integrated experiences for the customer bases� Those connections market of one. gave them snapshots of consumer But this opportunity creates great responsibility. Integrating experiences into customers’ lives requires an needs, preferences, and goals—and ongoing, intimate level of understanding; such insights helped drive the first efforts toward rely on a strong foundation of trust, which companies must maintain through every consumer interaction. Those personalization in the digital era� that take on this challenge today will achieve the new level of continuous insight and understanding needed to lead in the post-digital world. 41 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 2 GET TO KNOW ME #TECHVISION2019 DECISION POINTS How is technology an • Identify the consumer technology choices that are 1 inextricable most relevant to your business and develop a plan to both capture and build on these data points to component of your deliver individualized experiences. customers’ identities? Is your company • Ensure that your business is prepared to understand • With every new product you build or service you 2 using customer how technologies are used across a variety of explore, pay close attention to everything from contexts, not just which technologies are used. This consumers’ basic network connectivity to the technology histories will help your business create an individualized view technology ecosystems they choose to participate to build and evolve of consumers—necessary to build a deep, on-going in, and how these variables will affect your relationship with them. offering’s reach and impact. Increasingly, business your understanding decisions will be driven by levels of consumer of individual access to technology. customers? 42 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 2 GET TO KNOW ME #TECHVISION2019 DECISION POINTS How is your business • Build a plan to combine your existing customer 3 determining the knowledge (from marketing, support, and other teams) with data gleaned from technology limits of identities, to determine the relevant “creepiness personalization? quotients” for your customers. 43 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
#TECHVISION2019 TREND 3 HUMAN+ WORKER Change the workplace or hinder the workforce
Trend 3 HUMAN+ WORKER #TECHVISION2019 Businesses have not been going through their Oil and gas drillers at Conoco use a data visualization tool based on a gaming 1 digital transformations alone� Today’s workers engine to troubleshoot malfunctions nearly a mile underground in real time. In Siemens’s “Click2Make” automated factory project, an artificial intelligence (AI) are equipped and empowered by technology, reasoning tool uses the known capabilities of both human and robot workers to 2 incorporating it to perform existing roles in assign tasks, enabling people to work seamlessly with machines. In China, e-commerce giant JD offers three-month-long drone classes to train employees new ways and to adapt for new roles that did for jobs as delivery drone pilots, a job that simply did not exist before the digital not exist in the pre-digital era� With every revolution.3 company making major investments in Across industries and organizations, workers are incorporating technology to technology, a renewed focus on the workforce build on their own inherent skills and experience. The workforce is becoming “human+”: each individual is empowered by their skillsets and knowledge plus a will decide the winners from the losers in the new, constantly growing set of capabilities made possible through technology. post-digital age: across industries, it’s the But as the line between employees and the technology they use blurs, a new workforce that will bring the promise of those divide is emerging. The workforce is evolving at a rapid pace, incorporating new investments to life� technology-driven abilities and skills to deliver value for the company—while the enterprise itself is still optimized for the workforce of the past, leaving a disconnect that reaches throughout the organization. Companies have inadvertently created a new digital divide between themselves and the workforce that has helped them to grow. Leaders are endeavoring to close the gap, adapting the technology strategies that successfully created this next-generation workforce to incorporate their new enterprise needs. At Swisscom, employees were struggling to collaborate across siloed teams and distributed knowledge. With the breadth and depth of experience at Switzerland’s leading telecom provider, someone within its 21,000-person 45 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 3 HUMAN+ WORKER #TECHVISION2019 workforce would certainly have the answer a colleague needed to solve a problem—but finding the right person to ask was a frequent challenge. Now, Swisscom’s workers can pose questions via “Ask the Brain,” an AI-powered solution from Starmind that identifies the relevant experts and 4 automatically shares the inquiry. More than half of questions are answered in less than two hours, and the knowledge of each employee is easily accessible to everyone else. People save the time they would have spent searching out the right expert, and instead spend that time putting the answers to use. By incorporating its workers’ needs into its SKILLS TECHNOLOGY technology strategy, Swisscom has taken a step toward unleashing the full potential of a next- generation workforce—one currently constrained by the very foundations on which it was built. HUMAN+ WORKFORCE This challenge is not limited to a small subset of workers, nor is it restricted to knowledge workers alone. In every industry, technology is changing the way work is done. Workers in Amazon warehouses shifted into roles as robotics operators and 5 technology overseers. At Baker Hughes, field technicians wear augmented reality headsets to access both digital overlays of information and live expertise from off-site engineers in order to fix 6 malfunctioning turbines. 46 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 3 HUMAN+ WORKER #TECHVISION2019 As companies continue to innovate and push into Technology innovation combined with increasing The bottom line for companies? Adapt the new areas of the market, they will necessarily create employee velocity has created an ever-expanding technology strategies that successfully created this new jobs and new roles immersed in technology. Not number of potential paths for workers to explore. But next-generation worker to empower them even only is every job today becoming a human+ role, but that also means an increasing number of career paths further. Through AI, extended reality (XR) and every new role that is created in the future will be for businesses to identify, manage, and support—and sentiment analysis, companies can propel their human+ from the start. so far, companies have not kept up. Talent-finding workforce forward, blazing a trail for the company’s strategies are out of sync with the capabilities of continued growth. In concert with this human+ shift, people are moving human+ workers, and investments in learning and more rapidly between companies. The median years reskilling are far short of where they need to be for the The human+ worker will build the pathway to the next of tenure with a US wage or salary worker’s current high rate of employee transitions to different roles or big wave of innovation. How will your technology 7 employer dropped from 4.6 in 2012 to 4.2 in 2016. companies. Knowledge management and access strategy empower them to get you there? Among those between the ages of 25 and 34, the strategies haven’t kept pace either: more information median tenure with one company is now less than is available than ever for both workers and three years. organizations, but it has become harder to find as people move fluidly between roles. 47 47 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 3 HUMAN+ WORKER #TECHVISION2019 OPTIMIZING THE WORKFORCE MIX The speed and constantly changing nature of And, of course, with the rapid pace of technological change, it is a challenge to human+ career journeys are making it harder for know which skills to target in the first place. Companies’ needed technology skills are in constant flux, yet most still approach talent-finding as they did in companies to add specific skills to their workforce the era of stable career paths. But savvy businesses are finding new ways to through traditional hiring approaches� Top balance their workforce mix, both externally and internally. candidates are off the job market within 10 days, Outwardly, companies are rethinking the way they hire, using technology to and a slow hiring process can lead to a new assess candidates based on capabilities and potential—an approach that is better suited to the adaptability of the human+ worker. Leaders are already employee whose primary skills are no longer a using this as an advantage, moving away from solely reactive skills-based good match by the time a role is filled.8 hiring and looking toward an optimized mix of people. 48 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 3 HUMAN+ WORKER #TECHVISION2019 Unilever has revamped its entry-level hiring process that developers write, but also on variables like In such programs, transparency is key. Accenture with this in mind. Interested candidates begin with a passion, teamwork, and the effort they put into staying employees receive information about how their screening process that includes a series of short current with their skills. specialization was derived, how the algorithms work games, designed to assess a person’s potential fit and how to immediately update their specialization if based on traits like memory, acceptance of risk, and In the war for talent, leaders are recognizing that the they disagree. Areas of specialization, learning whether the person is more likely to read contextual or most important thing about employees is not where opportunities and advancement are also part of 9 emotional cues. An AI-based tool reviews the results, they come from, but how far they can go. ongoing, real-time conversations that people have with eschewing traditional résumé-based evaluation in career counselors, helping them to remain relevant. favor of optimizing for potential. There’s no “wrong” Internally, companies can adapt their technology result; the trait profiles help Unilever better match strategies to seek out the untapped talent in their Used responsibly, workforce data can unlock people’s candidates to open roles. internal human+ workers as well. Businesses have long potential and drive greater value for individuals and the 12 sought to hire and promote from within, both to business. Following an initial effort in North America, Unilever maintain institutional knowledge and to avoid the time saw its applications-to-jobs numbers double within the and expense of an external search. But the methods By adapting their technology strategies, companies first 90 days, and the average time to hire a candidate used for internal sourcing pre-date the technology can identify strong internal candidates for open roles, drop from four months to four weeks. It also saw innovations that have made today’s workforce so and later, match employees with the training needed higher acceptance rates for offers and a major mobile and capable in the first place. to prepare for a role switch. Most importantly, leaders increase in diversity among new joiners. After one can begin to offer employees a consistent experience year, the number of universities represented among Instead, organizations are turning to new solutions that from the time they join the company all the way entry-level Unilever hires increased from 840 to 2,600. can draw upon a wealth of workforce data streams, not through their career—knowing individual workers’ The company later expanded the hiring approach and just self-reported skills and experience. As part of its skillsets and goals, while helping them to better program to 68 countries. talent transformation, Accenture debuted its connect with internal opportunities and resources. “specialization at scale” program: with 469,000 Tech-driven solutions also allow for increasingly employees, the company needed a robust and agile powerful passive recruitment. Cloudflare and Medium way to ensure that the right team, with the right skills, To learn more about using workforce data responsibly have adopted this approach with Aevy, which offers an is ready at the right time to spark innovation. Rather to elevate trust and unlock value, see Accenture’s AI tool that crawls the web to identify good candidates than having employees self-report on skills, artificial report “Decoding Organizational DNA: Trust, Data and for developer positions, analyzing people’s work and intelligence infers an employee’s skills and Unlocking Value in the Digital Workplace.” interactions on GitHub, Stack Overflow, and other specializations. In pilot programs, employees www.accenture.com/workforcedata 10 respected code repositories and developer forums. confirmed that this new analytics engine identified 11 Aevy bases its recommendations not only on the code their specializations correctly 93 percent of the time. 49 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 3 HUMAN+ WORKER #TECHVISION2019 APPLYING TECHNOLOGY TO COMPENSATION AND SALARY NEGOTIATION As organizations evolve their strategies for recruitment and hiring, they must also review their approach to compensation. Even as work becomes more democratized and career journeys more fluid, challenges like gender pay gaps persist. Numerous studies demonstrate that these pay gaps begin before a candidate even interviews for a job, with gender bias in job postings. AI-driven tools can help identify and correct biases related to gender, race, disabilities or age, beginning to even the playing field. The mobility of human+ workers requires a new approach to salary negotiation throughout career journeys as well. Before the digital revolution, workers might only change jobs a few times in a career and were less likely to cross between industries or areas of expertise. That stability and familiarity with a specific area would give them a reasonable idea of fair compensation for their current skills and potential. Now, with workers constantly evolving their skills and moving rapidly between roles, ensuring that compensation is fair and consistently negotiated is essential. Companies can offer tech-driven pay equity awareness, comparing proposed wages against industry averages, so that both applicants and hiring managers have visibility into any potential discrepancies. 50 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 3 HUMAN+ WORKER #TECHVISION2019 TRAINING AND ENGAGEMENT In an era of high employee velocity and constantly shifting skills needs, training and continuous learning are more important than ever. Seventy-eight percent of business and IT executives agree that increasing employee velocity has increased the need for reskilling in their organization. To lead in the human+ era, companies must invest in their workforces through learning and reskilling strategies that prepare employees for changing roles. 51 51 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 3 HUMAN+ WORKER #TECHVISION2019 The good news? Human+ workers are willing and able culture of continuous learning and skills transformation. now using VR during the development stages of new to learn and adopt new tools quickly. The bad: typical Employees were challenged to devote 40 working vehicles, such that workers can design new cars from 17 organizational training approaches limit resources to hours to self-learning during the year, splitting their anywhere. Companies can use these technologies to employees who have been approved for certain time between the company’s digital learning portal— provide connected face-to-face time for their learning opportunities to fill a specific enterprise need. which features courses from providers like LinkedIn and increasingly distributed workforces, improving human Even with workers overwhelmingly reporting that they Coursera—and other opportunities including classroom touchpoints. require new job skills to remain relevant, just 30 courses and on-the-job training. At the end of the year, percent of non-freelancers report participating in skills- the company found that employees had not only met Another option to pinpoint areas where employee 13 related training in the past six months. Compare that the challenge but far exceeded it, nearly doubling the engagement is needed is to use machine learning with more than 40 percent of millennials who rank time spent on online courses alone. They’ve renewed solutions that provide a more frequent and granular 16 learning and development second only to salary as the the challenge for 2019. read on employee satisfaction. Traditional methods for most important benefit in deciding where to work, and measuring engagement are based on roles that 14 companies are headed for trouble. By incorporating training and learning needs into their progress slowly over time; a once-a-year survey can’t technology strategies, leading businesses are matching capture the real-time insights required to power a Rather than limiting their powerful human+ workers to human+ capabilities and potential with both current and digitally mature workforce. only the skills they need today, leaders are investing in future enterprise skills needs. What’s more, this learning platforms and strategies that better prepare approach drives engagement, ensuring that people FICO, a credit scoring service, found that annual workers—and the company—for tomorrow. PayPal have continuous access to opportunities for learning surveys and the added delays of waiting for results left partnered with Udemy to offer on-demand, self- and growth. Companies should pay special attention to the company with obsolete employee engagement 15 directed video learning to its employees. Not only immersive learning, where extended reality (XR) data. The business switched to smaller, ongoing “pulse does the partnership offer immediate learning technologies are creating myriad new opportunities, surveys” to gauge satisfaction—automated and 18 opportunities, it also provides PayPal with better insight and artificial intelligence enables new levels of analyzed with AI to provide fluid insights. Using this into the skills its workers want to target and how best to personalization. approach, FICO saw an 11 percent increase in worker meet those needs. As employees browse through and engagement and a reduction in unwanted attrition for engage with Udemy’s curated videos, PayPal gets in- This XR approach can also bridge the gap between the five consecutive quarters. depth, backend analytics about which topics get the company and the human+ worker in terms of day-to- most interest and which materials are most successful. day management and engagement strategies. Augmented and virtual reality have made remote work Going into 2018, Telenor Group wanted to foster a possible in positions like design and analysis; BMW is 5252 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 3 HUMAN+ WORKER #TECHVISION2019 Companies can also adapt a technology strategy 43 percent of business and IT executives report more than 60 percent of their used for customer engagement to fit workforce workforce will move into new roles within three years requiring substantial needs: passive and real-time measures of reskilling within their organizations due to the impact of technology� engagement via sentiment analysis. Applying machine learning to email or chat content makes it possible for the business to more quickly act on More than 80% 100 employee pain points or frustrations, without having 4% 4% to wait for the next survey or active measure of 90 5% 13% 17% 19,20 61%-80% engagement. (Companies must use care to be 15% transparent, however, about information collected in 41%-60% 43% this way, given the level of in-depth monitoring 70 26% required to generate useful insights.) 28% 20%-40% 60 By gathering workforce engagement data at a speed 31% that matches the rate of employee velocity, Less than 20% 50 companies can better manage attrition and identify 30% opportunities to engage their workforce. Once again, 40 34% some of the innovative technologies that have helped 30 to evolve the nature of work itself can also be used to power it. 20 44% 16% 10 21% 11% 0 Past 3 Today Next 3 Years Years Percentage of workforce that global business and IT executives report have moved or will move into new roles requiring substantial reskilling within their organizations due to the impact of technology. 53 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 3 HUMAN+ WORKER #TECHVISION2019 ENABLING FLUID KNOWLEDGE As human+ workers continue to move more rapidly FLOW throughout and across organizations, companies must address the reality of increasingly distributed knowledge� Both the workforce and the organization as a whole rely on quick access to information to be agile and efficient. But current knowledge management strategies rely on workers themselves to act as stable sources of institutional and industry knowledge—and the high velocity of the human+ worker defies that approach. 54 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 3 HUMAN+ WORKER #TECHVISION2019 It is time for technology strategies that bring The company’s knowledge graph approach allows the knowledge management into the human+ era. With the AI system to reason about expected performance or right approach, companies can redefine the phrase understand how and why components fail. The system “institutional knowledge,” making it a true responsibility not only captures current knowledge but gives workers of the organization itself. a powerful way to examine larger insights. The company itself is becoming a learning organization A major oil and gas company was losing critical through its technology. industry knowledge as its corrosion engineers reached retirement. Even in the case of planned departures, In conjunction with expert-finding solutions like with time available to capture the necessary Swisscom’s “Ask the Brain,” companies can incorporate knowledge, the company struggled to record and these new approaches to organizational knowledge to disseminate the workers’ insights. In response, the get back in sync with the capabilities of their human+ organization adopted a knowledge platform with workers. Enabling employees to query quickly both natural language processing capabilities, indexing their colleagues and the company’s technologies not unstructured data sources like refinery incident reports only empowers the human+ worker, it adds yet another 21 to collect knowledge and insights from workers. The piece to the plus. platform aggregates the information into a single location, making it available to all of the company’s corrosion engineers. Another leading oil and gas company has gone a step further, incorporating knowledge graphs to gather dynamic information about oil well design and operation. Developed by Accenture Labs, the system automatically scans data and extracts information on components, the supply chain, compliance questions, and the company’s workers. The knowledge graph models a human expert’s knowledge, which the system automatically updates through a combination of AI and natural language processing. 55 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 3 HUMAN+ WORKER #TECHVISION2019 EQUALIZING THE INVESTMENT Becoming human+ has expanded the New investments in training and reskilling will better capabilities of the workforce beyond what prepare workers for changing roles. Innovations in AI and XR, coupled with integrated learning platforms, will companies could have imagined just a few empower workers to participate in self-directed learning, decades ago� It is one of the biggest wins from while also giving businesses better insight into the needs and goals of their workforce. Along with new approaches the era of digital transformation: organizations to talent-finding and knowledge management, these can draw on a workforce with a constantly changes will let companies capture the full potential of evolving set of capabilities, comprised of their human+ workers. employees who can more readily adapt to new Through the innovative technologies they’ve used to drive new products and services, companies will find new roles and needs� But supporting and engaging heights of success: empowering the human+ worker will that workforce requires companies to commit drive the organization into the post-digital era. to a level of workforce investment that’s on par with the one in technology� 56 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 3 HUMAN+ WORKER #TECHVISION2019 DECISION POINTS What areas of your • Identify business practices that are still optimized • Select one or more areas for pilot programs that 1 business have the for pre-digital workers. These could include your explore how AI, sentiment analysis, and extended knowledge management strategies, employee reality can help close these gaps. For those already biggest digital divide learning opportunities, or talent-finding and hiring completing pilot programs, select a key focus area between the practices. Make a priority list based on areas where in which to industrialize successful efforts. the divide is creating the largest pain points and company and your missed opportunities. These may include attrition, human+ workforce? difficulty meeting talent goals, or low employee engagement. With in-demand • Review your current approach to talent forecasting. • Identify areas of the business where AI tools can technology skills Identify areas of the business where talent gaps assist in finding talent. These tools can offer value 2 have persisted or grown. For the areas with the for both internal and external talent-finding; you may constantly changing, largest talent gaps, rethink hiring methods. Select wish to begin by prioritizing one of these for initial is your approach to one or more areas for pilot programs that focus on experiments and pilots. employees who will grow with the company, even as talent-finding and roles change. Rather than “reactive” and skills-based acquisition ready for hiring, look for ways to assess candidates by their the post-digital era? capabilities and potential. 57 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 3 HUMAN+ WORKER #TECHVISION2019 DECISION POINTS How are you • Does your company keep track of the roles open access to on-demand training and (where industrializing employees are working toward in their career? applicable) opportunities for XR-driven experiential 3 learning. workers’ transitions • Critically examine your company culture as it between roles, and relates to training. Does it encourage self-directed • Regularly evaluate your training practices by learning? Do company processes and policies back surveying employee opinion: do employees feel enabling them with this up? (For example, are workers allotted time for that they have the resources and support needed the skills they need training/learning, or are they expected to pursue to learn new skills? Look for ways to use machine learning on their own time?) learning solutions to gauge employee sentiment on to succeed? an ongoing basis. Create an open dialogue to • Create a training plan that supports frequent ensure transparency about what is collected and transitions between roles. This should include both how it’s being used. Can your knowledge • Consider how much your company’s store of • Explore platforms that use natural language management institutional and industry knowledge relies on processing to collect and store information from 4 individual workers. If high employee velocity could workers, and knowledge graph solutions that can strategy withstand mean losing valuable information, it’s time to gather information in a way that models a human high employee revamp your company’s approach to knowledge expert’s knowledge and share it back. turnover? management. 58 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
#TECHVISION2019 TREND 4 SECURE US TO SECURE ME Enterprises are not victims, they’re vectors
Trend 4 SECURE US TO SECURE ME #TECHVISION2019 In October 2018, JPMorgan Chase, Mastercard, This cooperative effort is just one example of how companies are evolving to Fidelity, and other global payment firms become more resilient against the new reality of cyberthreats. Today’s ecosystem-dependent business world amplifies exponentially the impact of participated in the first joint cybersecurity cyberattacks: incidents that cripple one enterprise can grow rapidly and exercise meant to test operational preparedness expand to threaten a company’s ecosystem, industry, and beyond. Interconnectedness increases companies’ exposure to risks, and leading during simultaneous attacks of payment businesses are recognizing that while they already collaborate to deliver best- 1 in-class products, services, and experiences, it is high time security joins that systems� Through the process, the companies effort as well. found they have very different approaches on how to respond to threats, when to engage law The level of risk has been rising for some time. Enterprises have been building vast interconnected ecosystems, but only 29 percent of business and IT enforcement, and even hold varying definitions executives report that they know that their ecosystem partners are working of what constitutes a breach� Critically, though, diligently, like they are, to be compliant and resilient with regard to security. Here, “weakest link” takes on a new importance: liability. Now these linkages the exercise allowed the firms to uncover ways are being exploited by attackers—both criminal and state actors alike—to they could better coordinate responses and catastrophic effect. dramatically improved their ability to respond to In connected ecosystems, such attacks can reach unprecedented scale. The threats� WannaCry cryptoworm did not stop at ransoming the data of individual businesses, but exploited an operating system vulnerability to spread across the globe, infecting 300,000 computers spanning 150 countries in a matter of days.2,3,4 The Mirai malware was used to hijack more than 100,000 Internet of Things (IoT) devices and launch an attack on a domain registration services provider in 2016; since then, even though its original developers were caught, 5 new variants have emerged. One such variant, Satori, spread to 100,000 6 home routers in 12 hours. 60 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 4 SECURE US TO SECURE ME #TECHVISION2019 Threat actors also exploit ecosystems that were traders created “shopping lists” of companies whose amend their approach, incorporating security into designed to amplify the reach of information, such as press releases the hackers would target and gave the the collaborative strategies they have used to create social networks. And it has been done to great success: hackers a cut of the ill-gotten profits from trading off powerful and innovative products and services. They researchers from MIT found that attackers have been the stolen information.8 must include growing ecosystem dependencies as able to spread fake news faster than real news, with the part of their own security posture and make security top one percent of fake news stories reaching 1,500 And as more of the physical world is controlled by a cardinal component of how they build 7 people six times faster than real stories. digital devices, the risk and potentially dangerous partnerships. Both are a must for security in a post- impact grows. Researchers at Ben Gurion University digital world. But scale is not the only way digital ecosystems are demonstrated that attackers could drain a city’s amplifying cyberattacks. With the business world water tower without a direct attack on its critical Doing so means shifting away from the “my company dependent on ecosystem connections, even the infrastructure—by instead exploiting vulnerable IoT first” mindset and recognizing that today’s emerging smallest disruption to one service can cascade to irrigation systems, forcing them to overdraw from threats demand a cooperative effort. Enterprises will have a massive business impact on other partners. city reserves.9 need to expand the horizons of their risk assessment And while risk management activities are largely and threat modeling to account for a much wider focused on a company’s internal operations, These examples reflect the harsh new reality of threat landscape. They must spread and share attackers are looking at the whole house of cards. business: as companies find rich opportunity in responsibility for security, starting in their own working with whole ecosystems, they are organization—and begin building security For example, for more than five years, a group of simultaneously extending, and absorbing, the risk partnerships that reflect the ecosystems in which hackers stole insider information about publicly and vulnerabilities of those partners as well. Threat they participate. Security in an ecosystem-driven traded companies—not by attacking the companies actors see ecosystems as an ever-widening attack world is no longer about protecting the themselves, but by targeting the newswire agencies surface, while most businesses still look at organization—it is about protecting everyone. that get early access to press releases from the cybersecurity as strictly an individual effort. To world’s largest businesses. Unscrupulous stock respond to this dichotomy, organizations need to 61 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 4 SECURE US TO SECURE ME #TECHVISION2019 REFRAMING RISK AROUND THE ECOSYSTEM If enterprises hope to collaborate on security across their ecosystem, the first step is reframing their understanding of threats and the subsequent risk those threats pose� In a recent Accenture survey, 71 percent of IT and business executives felt that cyberattacks were a “black box” and did not know how they 10 If leaders cannot assess the impact of an attack would affect the organization� on their own organization, how will they understand the risk posed to their ecosystem partners—or the risks they are accepting through those partnerships? 6262 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 4 SECURE US TO SECURE ME #TECHVISION2019 Addressing this knowledge gap is paramount. Leaders whether that is an attacker or a partner. Doing so evaluations are only done annually; and few have any must develop an organizational competency for improves both threat intelligence and understanding of mechanism for integrating new partners’ controls and evaluating the cyberthreats they and their ecosystem risk exposure—and strengthens their resilience. It alerting into the company’s enterprise management. face. The most resilient companies will be those that enables companies to identify critical dependencies best understand, prioritize, and remediate not only the that demand immediate hardening, or vulnerabilities To address these problems, companies are building threats they face, but also those challenging their that represent potential damage to a partner. new organizational mechanisms to ensure security is a ecosystem, while recognizing the business impacts dedicated part of any corporate strategy. GE has CISOs those vulnerabilities pose to partners. Enterprises can learn lessons from the newly assigned to specific regions and business units, to help 14 established New York City Cyber Command, a inform decision-making at a more granular level. And One way enterprise leaders can better understand the government agency tasked with defending the city’s AT&T established its Security Advisory Council, a board risk they and their ecosystems face is by expanding information infrastructure. The group worked with of cross-functional business and security leaders who their approach to threat modeling. Many companies researchers from Wake Forest University and the meet regularly to discuss the most pressing issues 15 practice threat modeling today, mapping out potential University of Maryland to establish a threat modeling facing the organization. threat actors, vulnerabilities, and vectors of attack, procedure for the unit. Within 30 days, the participants then linking those to the business risk each possibility developed 147 unique mitigation strategies, more than In ecosystem-driven business, enterprises must presents. Yet few, if any, are modeling through the lens 60 percent of which were new to the agency. Within understand the challenges faced by every participating of their entire ecosystem. four months, the agency implemented these strategies company. Reframing risk to account for ecosystem to prevent more than 500 unique intrusion attempts, relationships and proactively making security a part of Consider how Strava, a fitness app, had to suspend thwart privileged account hijackings, and close web business discussions will help companies begin to view 12 services after it was discovered that the app’s server vulnerabilities. their own business the way attackers do, leading to anonymized activity map was inadvertently uncovering better preparation overall. But reconsidering what classified US military sites as soldiers tracked their Threat modeling will help companies expose and constitutes risks for the ecosystem is just the 11 workouts. The data did not present significant risk to understand immediate enterprise and ecosystem risk. beginning. Security and IT operations teams can spend Strava or any privacy risk to individuals, as it was But businesses do not stand still—and neither does days fighting the wrong fires if they do not understand aggregated and not personally identifying. But it was risk. Ecosystem partners are changing constantly, the business impact. this very aggregation, coupled with free access to the bringing with them new business ambitions, priorities, information, that generated substantial risk for a subset and operational maturity—yet assessing security risks is of the company’s customer base—and, in fact, for a a step that is frequently bypassed when these business large group of non-Strava users as well. relationships change or grow. Only 38 percent of businesses report including the chief information Threat modeling across an entire ecosystem lets security officer (CISO) when considering new business 13 organizations put themselves in someone else’s shoes, opportunities. Even among those that do, most 63 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 4 SECURE US TO SECURE ME #TECHVISION2019 DISTRIBUTING RESPONSIBILITY: SECURITY FROM THE INSIDE OUT It is no secret that security professionals are overworked� Today, most security teams only look at five percent of the alert flags 16,17 This isn’t just a threat to the organization, but to they receive� the ecosystem as well� Businesses are already facing more vulnerabilities than they know what to do with; additional ecosystem challenges will only further burden security practitioners, inevitably leading to mistakes and oversights� 6464 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 4 SECURE US TO SECURE ME #TECHVISION2019 To combat this ever-growing challenge, businesses will analysis, and testing are continuous processes. But need to spread responsibility for and ownership of DevOps without the right security tooling can result in security throughout their organization, giving security bad code much faster. And while 27 percent of teams the agility to address the biggest challenges. By companies today test or analyze for security being more strategic with how they position security requirements throughout the entire development internally, companies can make it a business enabler process, 59 percent of organizations still believe 22 rather than a catch-all. security inhibits DevOps agility. Take Xero, an accounting software company. Xero Embracing DevSecOps should be a priority for any handles sensitive data from banks around the world, company operating in an ecosystem-driven enterprise. 18 including Wells Fargo, HSBC, Barclays, and more. To The technology products and applications businesses provide better security for itself and its clients, the build to enable partnerships can introduce a significant company’s security teams operate as service amount of risk. Addressing security early in the 19 providers. The groups maintain incident response development lifecycle is 30 times cheaper than doing teams that are always on call, ready to spring into so in production and integrating security teams into action to address the most serious issues.20 When not DevOps teams allows for continuous improvements to faced with immediate threats, the team helps develop security—transparently.23 The approach gives cybersecurity guidelines for individual departments, developers the early feedback they need to be better allowing them to innovate unencumbered, but with stewards of good code. appropriate safeguards in place.21 Ensuring that security is integrated into each part of the business is especially critical with emerging technology. As IT groups began eschewing the traditional waterfall approach, they turned to DevOps, the agile approach to code development where design, 6565 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 4 SECURE US TO SECURE ME #TECHVISION2019 THE EXPANDING SECURITY TOOLBOX A shortage of security skills has been a long-present challenge for businesses. But new tools are helping developers automate processes and allow testing to happen seamlessly. IBM built the Application Security Open Source Analyzer, a tool that allows developers to scan code automatically and identify open source packages containing vulnerabilities, while also providing remediation instructions.24 Similarly, after Amazon Web Services recognized that misconfigurations of Amazon Simple Storage Service (S3) buckets were the culprit behind a large number of data breaches, it released two new tools: Zelkova and Tiros.25,26 These tools analyze security configurations, providing automated feedback to administrators on the risk of different set-ups for cloud-based applications.27 66 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 4 SECURE US TO SECURE ME #TECHVISION2019 BUILDING A MORE RESILIENT FUTURE In concert with their technology efforts, To manage their risk in this ever-changing environment, companies will have to companies must also evolve their approach to create governance models and policies specifically with these challenges in mind. One-off measures that are negotiated each time a new partner is governance as ecosystem-driven business introduced are inadequate; comprehensive models and policies must ensure that expands. Ecosystems are inherently in flux; the partners and third parties joining the company’s ecosystems adhere to the companies never know who they will be partnering same standard of security—or higher—that they set for themselves. with tomorrow—or whose vulnerabilities will be To begin creating ecosystem-level standards and governance, enterprises should look not just to their partners, but also their broader industry to collaborate. Other putting them at risk� companies, even competitors, are likely to be facing the same challenges, and have opportunities to build solutions that make it safer for every company to conduct business. Take the Vendor Security Alliance, a non-profit organization that will assess, qualify, and audit technology vendors based on a standardized set of security principles.28 The founding partners of this organization were major technology companies like Uber, Square, Palantir, and others that all recognized they are drawing from the same well of vendors. Rather than each company needing to audit individually or blindly trust their vendors, the non-profit created 67 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 4 SECURE US TO SECURE ME #TECHVISION2019 of business and IT executives believe that to be truly resilient, organizations must rethink their 87% approach to security in a way that defends not just themselves, but their ecosystems� a rigid, consistent set of standards along with an Siemens is helping move its entire ecosystem and Beyond industry, enterprises must work more closely auditing body to ensure a better foundation of industry players toward this reality with a Charter of with governments as well. Governments have valuable security for the entire ecosystem. Trust initiative that the company established in 2018.30 cross-sector insight and enterprises are becoming the Partners signing the charter agree to make new front lines where both criminal and state-level It’s a creative solution to a pressing challenge all commitments to a number of cybersecurity tenets. attacks occur. Consider attacks like those faced by businesses face as they work with an increasing These include baking security into the design of Sony Pictures, or more recently the NotPetya attacks number of partners. Across industries, just 39 percent products and technologies, collaboratively innovating that impacted Maersk and FedEx—all of which of companies believe that the data exchanged with on cybersecurity measures, providing transparency involved malware attributed to state-level actors.32,33 strategic partners or third parties are protected on incidents to all participants, and more. Ecosystem Threats that seem criminal may be state-level in adequately by their cybersecurity strategy.29 partners and competitors alike have already signed nature, underscoring the importance of businesses Companies must assess third parties not only on the the agreement, including enterprises such as AES, and governments addressing cybersecurity merits of their business contributions, but also on Airbus, Deutsche Telekom, and Daimler.31 collaboratively. their compliance with security policies and laws in an increasingly complex regulatory environment. 68 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 4 SECURE US TO SECURE ME #TECHVISION2019 Fortunately, there are already efforts underway to build Even without direct partners in mind, there are still and different ecosystems to chase innovative these relationships. The US Department of Homeland ways to collaborate. Netflix is among those leading the opportunities—and that means a constantly expanding Security set up the National Risk Management Center, open-source security charge, sharing internally attack surface for threats and vulnerabilities. If a hub dedicated to creating cross-sector coordination developed security tools with the world since 2014.36 companies are going to join in the pursuit of shared in risk management strategies and improving crisis The company’s free software releases include tools for business outcomes, they need to coordinate their response for threats to critical infrastructure. The effort penetration testing, application-specific distributed efforts for resilience as well. is aimed at ensuring that in the moment of a denial of service (DDoS) simulation, end-user cyberattack, all parties involved know their role and the vulnerability remediation, and more.37 Rather than keep necessary actions to effectively respond to the threat.34 these tools to itself, Netflix understood that a safer Similarly, the European Union established the Cyber internet is a better place to do business. Rapid Response Force, a set of teams that pull in experts from across industries and borders to counter As companies pursue and complete their digital attacks that threaten both public and private sectors.35 journeys, they will find themselves operating in new 69 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 4 SECURE US TO SECURE ME #TECHVISION2019 A UNITED FRONT Cyberattacks are changing, and the By widening their perspective, leaders will gain a better implications for businesses are vast� understanding of their real attack surface, and better prepare themselves for the ecosystem-driven threats that It is time to bring the ecosystem into will only grow in the post-digital world. In the process, the security fold� Limiting a they’ll differentiate themselves as trustworthy defenders, becoming more attractive partners for other businesses, company’s security efforts to only its governments, and consumers alike. own infrastructure is akin to barricading the door of a home under construction before all of the walls have been built� 70 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 4 SECURE US TO SECURE ME #TECHVISION2019 DECISION POINTS How has your • Look beyond your company’s own infrastructure to • Develop a security strategy to continuously assess 1 company’s exposure identify areas where ecosystem connections could and address these vulnerabilities while ensuring the expose you to new vulnerabilities. Conversely, appropriate groups inside your organization are to risk changed in consider areas where your connections to other aware of these threats. light of the push companies have changed those companies’ toward ecosystem- exposure to risk. driven business? Is your company • As you look to form new business partnerships, considering the position security as a cardinal component of those 2 relationships. Take steps to ensure that ecosystem security implications partners can meet your company’s standards around of business-driven security and are actively auditing their own practices. ecosystem moves? 71 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 4 SECURE US TO SECURE ME #TECHVISION2019 DECISION POINTS How is your business • If you are not already integrating security teams 3 reconsidering the into your DevOps teams, explore ways to support such integrations and enable continuous relationship between improvements to security. DevOps and security? How could your • Seek out industry partners as well as competitors to business participate find common goals for addressing security 4 challenges. Perform a security audit of your vendors in security alliances and provide relevant findings to ecosystem or and other ecosystem industry partners who are also using those vendors’ services. If applicable, open source the security ventures around tools your business has developed to get input from cybersecurity a larger community and make these protections standards and more broadly available to others. governance models? 72 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
#TECHVISION2019 TREND 5 MY MARKETS Meet consumers’ needs at the speed of now
Trend 5 MYMARKETS #TECHVISION2019 With companies, workforces, consumers, and industries now inextricably connected, being digital is no longer enough for a business to differentiate itself. But it does give organizations a foothold for their next big opportunity: capturing moments. Paper Boats, a beverage brand operating in India, uses hyper- customization as a key driver of market growth. Its main product is buttermilk soft drinks, but unlike other beverage companies that work hard to drive consistency, the drink tastes different depending 1 on where it is sold. Paper Boats infuses regional flavors like curry leaves, green chili, or ginger that better reflect local tastes—even going so far as to use localized mango varietals to ensure customers in every region are delighted. No opportunity is too small or too fleeting; the company also completes small runs of seasonal beverages to celebrate regional holidays. One such drink— Panakam—is sold for only three days a year. 74 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 5 MYMARKETS #TECHVISION2019 Technology is at the backbone of how Paper Boats new product or service designed not just for a executes these granular strategies. The company specific customer, but for their needs at a specific solicits localized feedback from customers by point in time. surveying them on WhatsApp, using the aggregated data to continuously gain new insight with a Mastering momentary markets will be both an art and proprietary analytics platform. Its factory, fully a science. Delivering for every moment is impractical equipped with Internet of Things (IoT) sensors, is and unnecessary; the art lies in picking the right extremely flexible: changing recipes takes at most opportunities to be both effective and welcomed by two to three minutes, is transacted through consumers. The science is in building a company that computers, and even factors in external variables like can create context-aware, customized products and weather and air pressure to ensure the finished services on demand. 85 percent beverage tastes exactly as intended. Leading businesses are already preparing for a future of executives agree the integration A company like Paper Boats offers a glimpse of how of living in the moment, on both sides of the leaders will capture the opportunity of individual equation. of customization and real/near time moments. As people’s lives become more and more personalized through technology, creating a world Take General Motors. The company installed a 3D delivery is the next big wave of with a multiverse of realities and moments, printer in one of its manufacturing plants, allowing competitive advantage. companies must reinvent their organizations to assembly line workers to print replacements for 2 capture those opportunities as they come. That broken tools on-site the moment they need them. means viewing each moment as if it is an individual This lowered the cost for replacing tools market—a momentary market. significantly—one commonly-used tool cost $3,000 to buy but just $3 to 3D print—and kept lines moving. With direct digital access to customers and increasingly powerful analytics capabilities, For consumers, Zume Pizza rises to moments of companies can understand their current and opportunity through an app that forwards custom potential markets better than ever before. And with orders directly to an assembly line of pizza-making 3 sophisticated backend technology that can reorient robots. The machines roll dough, add sauce, and the business quickly, they can deliver for those cook the pie, letting the company deliver just what markets faster than ever before. Put those capabilities the customer wants up to 20 minutes faster than together and every moment is a chance to deliver a competitors. 75 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 5 MYMARKETS #TECHVISION2019 These pushes toward momentary markets are the it is easier than ever to simply take their business natural evolution of a digitally maturing world. When elsewhere. But opportunity awaits the businesses businesses and consumers increasingly turned to that are prepared to capture the moments when online interactions, on-demand services and they come. customizable products became cheaper and easier to execute. Netflix and Spotify brought Companies that weave a technology strategy to entertainment out of stores and directly into meet and even exceed these growing customer people’s homes; Google and Facebook introduced expectations will find themselves far ahead of the targeted and personalized advertising; Salesforce, competition—and ready for a post-digital future. Amazon, Microsoft, Google, and others offered Their ability to remain continuously relevant—a customizable software and on-demand storage and living business in the face of constantly changing compute power. customer, partner, or employee needs—will set 7 them apart in a way that was not possible before. Exposed to this level of convenience, immediacy, and intimacy, it is no surprise that people now Many have already invested in the tools it will take: expect this level of service from every company. AI will help predict trends and preferences; digital Searches for “same-day shipping” have grown 120 twins and agile manufacturing will provide granular percent since 2015, and there are high expectations context and the capacity to rapidly prototype, around personalization as well, with 71 percent of experiment, and deliver. Your competition may be consumers expressing frustration when shopping well on its way to unlocking momentary markets. experiences are impersonal.4,5 B2B expectations Are you? have also grown: in a recent study by Salesforce, business partners overwhelmingly said that understanding their needs and the way they use products and services is key to winning their 6 business. Miss the moment, and there is no second chance. When unsatisfied, 76 percent of customers believe 76 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 5 MYMARKETS #TECHVISION2019 FINDING THE MOMENTS 8 Before companies can deliver for Companies already do demand planning and goods and unsold stock. In an effort to curb those a given moment, they have to forecasting on a large scale. But with momentary errors, Walmart is deploying robots in some stores to 9 markets, forecasts and predictive models won’t traverse aisles and record stock information. But know that the opportunity exists� be limited to long-range planning or major given the amount of data enterprises have access to That means identifying customer trends; they will be used for everything to today, their anticipation of future needs is not as anticipate key opportunities. good as it can be—and certainly not good enough for needs before their competitors the markets of tomorrow. do—and potentially before In the short term, there are still gains to be made by improving existing forecasting techniques. To anticipate moments of opportunity, companies customers themselves do� Take grocery stores, where forecasting errors must dramatically improve the granularity of their range from 40-60 percent and lead to spoiled forecasting, and the first step is turning to AI. 77 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 5 MYMARKETS #TECHVISION2019 It is not a question of collecting more data; the company created dynamic real-time insight into companies already have information about supply order availability. Now its sales teams can quote chains, customer sentiment, stock, transit times, prices instantly with more accurate delivery and even the weather. The challenge? No team can windows, improving customer conversion and 11,12 tackle this deluge of information alone. satisfaction. The German pharmaceutical company Merck With granular demand forecasting in place to KGaA deployed sensors on factory machines and anticipate and capture opportune moments, in warehouses throughout its supply chain, companies can optimize their existing business and providing a real-time view of operations down to product models. Looking further, the next phase of 10 the individual stock-keeping unit (SKU). Using this projection is getting ahead of larger trends, to see data, and other data from its ERP software, the where the business needs to be in the future. company applied machine learning techniques and generated demand models that outperformed Google already has a “trend spotting” division its previous models 80 percent of the time. dedicated to exactly this. The internet giant leverages its search data to identify trends before they emerge 13 And AI-based forecasting is not limited to future and shares findings with different industries. In demand. Improving the granularity of forecasting another case, to identify the most fashion-forward of lets businesses capitalize on immediate moments, the crowd, New Balance filmed people as they too. Infinera, a telecom equipment provider, used walked in the city during New York City’s fashion to take up to 36 hours to provide accurate quotes week; the company used Google’s TensorFlow on prices and inventory availability. The delay gave machine learning framework to analyze outfits and 14 customers the opportunity to find competing find the individuals with the most exceptional style. quotes, lose interest, or otherwise move on from Thus far, these types of pilots are still limited in scale, Infinera’s business. By using an AI platform to but are poised to influence rapidly businesses’ integrate inventory, scheduling, and pricing data, operating models and strategic planning. 78 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 5 MYMARKETS #TECHVISION2019 TO THE ADAPT MOMENT Identifying moments of opportunity is just the first step. The other piece of the puzzle is being able to compete for those moments when they come� To do that, businesses must deliver precisely what people want Now Sam’s Club has adapted the app to drive an interactive with increasingly specific personalization for the circumstances shopping experience, incorporating a customer’s past of the moment. Leaders are already going far beyond basic purchase data and machine learning to create smart shopping 15 customization, individually tailoring products and services to lists. Moving forward, the company is looking to combine this the needs at hand. tailored experience with beacon technology to suggest optimal routes through the store. Look at the retail industry where people expect their digital presence to follow them into the physical store. Sam’s Club, the Other individualization happens even closer to home. warehouse club owned by Walmart, first introduced a “Scan & Lifebeam’s Vi, described as the first “personal personal trainer,” Go” app two years ago, letting customers scan items as they delivers customized coaching in real time. Based on an athlete’s place them in a cart and bypass the traditional checkout line. individual goals and in-the-moment metrics like heart rate and 79 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 5 MYMARKETS #TECHVISION2019 cadence, Vi can play music at a beat that matches the These are early efforts in an ongoing transformation. knowledge of the location of every ship and cargo step rate a runner should try to hit, or advise her to With an additional suite of technology—including container at a given moment. By sharing this 16 take shorter steps to reduce the strain on her knees. sensors, IoT gateways, and data platforms—Bosch information with partners, the organization will be Some companies have even achieved customization Rexroth is building its vision of the “factory of the able to save shipping operators an estimated of physical products in the consumer’s hands—or their future,” where the entire assembly line will support $80,000 every time they dock. In the long run, ears. After customers first put on Revols earphones, product-oriented design, customization, and Rotterdam could be among the first ports to serve they use a paired app to trigger an in-the-ear molding dynamically scalable product runs to react in a completely autonomous ships—a reality it expects 17 22,23 process. The earphones transform from an initial gel- moment to shifting customer needs. Agile by 2025. like state into a permanent, personalized shape for the manufacturing lets companies deliver highly listener in 60 seconds. personalized products and services before the In the healthcare field, Heidelberg University moment of opportunity is gone. Hospital in Germany is working with Siemens to With expectations around personalization growing and introduce digital twins to patient care. In one new moments of opportunity appearing every day, Underpinning this and other transitions to capture instance, a cardiologist used a digital model of a companies must build the agility to adapt for individual momentary markets are the insights made possible patient’s heart to test the efficacy of different moments at scale. That begins with agile through digital twins. These are digital models of placements of a pacemaker’s electrodes.24,25 This is manufacturing methodology. equipment, machines and a variety of other items that just the beginning of “in-the-moment” exist—or could exist—in the physical world, built on personalization in healthcare, where experts hope Bosch Rexroth has already started introducing these real-time sensor data and contextual information like to use technology to create whole “living” models capabilities in more than 100 factories. The company’s service schedules, operating runtimes, and weather of individual patients. These digital twins could help automatic production assistants are single-arm robots data.20,21 By adopting digital twins, companies can medical personnel evaluate the potential outcomes that can manage complex tasks like assembling and retain a granular digital model of their products, of different treatments for individual patients. welding.The robots are also highly reconfigurable. operations, and more. These twins can be used to When product demands on its Homburg factory monitor, analyze, and simulate plans or potential As companies expand their use of digital twins changed, the existing line was modified over a single actions. across the value chain, they will improve their ability 18 weekend. Simultaneously, Bosch Rexroth is working to respond to momentary opportunities at scale. to enable flexibility and adaptability for its human It is easy to see the value of digital twins in Eventually, the level of insights that these employees. Workstations called “ActiveAssist” are manufacturing. But they will be key for any enterprise approaches enable will also drive the company’s equipped with cameras, projectors, and touch screens looking to serve momentary markets, by enabling ability to see those moments coming—bringing the to display context-relevant information for each greater flexibility and adaptability. The Port of momentary market approach full circle. employee, providing specific instructions, visual cues, Rotterdam, one of the largest shipping destinations in and error correction during the assembly process of Europe, is building a comprehensive digital twin for 19 an individual part. the entire harbor. Port operators will have real-time 8080 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 5 MYMARKETS #TECHVISION2019 POWERED BY NEXT-GENERATION NETWORKS Logistics-focused companies have always been at the forefront of “in-the-moment” challenges� Now, these companies’ efforts show hints of what is possible for every enterprise� Starship Technologies, an Estonian robot manufacturer, is deploying autonomous delivery robots to cities throughout the world.26 In California, customers can order food through Starship’s app, then drop a pin on a map to designate where they want the meal delivered—whether it is their office, home, a park, or wherever they find themselves.27 Amazon, already famous for upending the traditional logistics of retail with its two-day, then same-day, then two-hour delivery, also introduced a solution to the challenges of home delivery by partnering with OnStar, GM, and Volvo to let customers request delivery to the trunks of their cars.28 81 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 5 MYMARKETS #TECHVISION2019 These leaders show how the new momentary world will be built: on the burgeoning IoT market. By 2020, there will be 31 billion connected devices in the world, and that number will more than double to 75 billion by 2025.29 Each device is a new channel, a new source of data, and a new way to identify and reach a momentary market. The catalyst that will boost IoT to its long-awaited full potential is the 5G network. Sixty-two percent of business and IT executives believe 5G will have a significant impact on their industries within the next three years. The standard was completed in June 2018, with mobile providers expected to rapidly grow their networks in 2019 and 30,31,32 2020. The speed, reach, and decreased latency of 5G will put long-standing concerns around connectivity and bandwidth for IoT devices to rest. Far beyond the controlled factory, office, or home environments that IoT devices are largely confined to today, 5G will provide the basis for a truly intelligent network of cars, robots, drones, and more—all of which will be able to communicate and react in real time, wherever people need them. Research correlates higher levels of data traffic across geographic 33 locations with a boost in GDP. Now, mobile data traffic is expected to increase nearly eight times by 2024, at which point 5G networks will carry more data than the combined traffic of 4G, 3G, and 2G 34 networks today. In the face of this explosion of data, companies must anticipate and capture the value from individual moments of opportunity. With 5G making pervasive, real-time intelligence a possibility everywhere, companies will have the technological capabilities to spot moments of opportunity before they come—and capture them before they go. 82 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 5 MYMARKETS #TECHVISION2019 LIVING With every business embracing the importance of digital transformation, companies need to look toward their next opportunity for differentiation—momentary markets. (BUSINESS) Internally, this means preparing the organization to be a truly agile company with the capabilities to identify opportunities and deliver exactly what customers want. But as businesses move in this direction, they must also work to understand FOR THE where they fit into customers’ lives. That granularity of understanding will allow companies to meet people in their moment of need in a post-digital world—to in fact become a different business to every single customer. It is all about choosing the right moments. MOMENT How will your company choose them? 83 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
Trend 5 MYMARKETS #TECHVISION2019 DECISION POINTS How is your company • Identify the forecast areas your business 1 moving closer to could improve with the help of AI. This first step will help your business adopt delivering on- more granular forecasting techniques demand that are better suited for on-demand and experiences? momentary markets. How is your business • Businesses need the technology tools to uncovering discrete capture, understand, and respond to 2 consumer moments as they’re moments of happening. Begin by evaluating the ways opportunity? you currently solicit feedback from individual consumers and determine the effectiveness of each for driving product development. Explore ways of bringing these insights to more groups within your organization. 84 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
#TECHVISION2019 DECISION POINTS How can your • As your business explores IoT applications, • Examine your current product and service business prepare consider how the data generated by sensors development approaches and identify could help build digital twins of your assets and 3 facilities. With these models on hand, use them areas that may prevent your business from today to deliver for to monitor, analyze, and simulate device or being able to quickly respond to moments the momentary facility performance. As your understanding of of opportunity. Look for areas to these tools grow, adapt them for consumer- incorporate agile development and markets of tomorrow? focused digital twins to inform more manufacturing approaches. personalized offerings. 85 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
#TECHVISION2019 ABOUT THE TECHNOLOGY VISION 86 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
#TECHVISION2019 About the Technology Vision RESEARCH METHODOLOGY Every year, the Technology Vision team partners with Accenture Research to pinpoint the Each year, the research process also includes a global survey of thousands of business and IT executives from around the world, to understand their emerging IT developments that will have the perspectives on the impact of technology in business. Survey responses greatest impact on companies, government help to identify the technology strategies and priority investments of agencies, and other organizations in the coming companies from across industries and geographies. years. These trends have significant impact As a shortlist of themes emerges from the research process, the Technology Vision team reconvenes its advisory board. The board’s workshop, a series across industries, and are actionable for of ‘deep-dive’ sessions with Accenture leadership and external subject- businesses today� matter experts, validates and further refines the themes. These processes weigh the themes for their relevance to real-world business challenges. The Technology Vision team seeks ideas that The research process begins by gathering input from the Technology Vision transcend the well-known drivers of technological change, concentrating External Advisory Board, a group of more than two dozen experienced instead on the themes that will soon start to appear on the C-level agendas individuals from the public and private sectors, academia, venture capital, and of most enterprises. entrepreneurial companies. In addition, the Technology Vision team conducts interviews with technology luminaries and industry experts, as well as nearly 100 Accenture business leaders from across the organization. 87 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
SURVEY DEMOGRAPHICS #TECHVISION2019 20 Industries: 1. Aerospace 7. Energy 14. Public Service and Defense 8. Healthcare 15. Retail 2. Automotive 9. Industrial 16. Semiconductors 3. Banking Equipment 17. Software and 4. Consumer Goods 10. Insurance Platforms and Services 11. Life Sciences 18. Transportation 5. Chemicals 12. Media 19. Travel 6. Communications 13. Metals and Mining 20. Utilities Revenues (USD): 1. $50 billion or more 4. $6-$9.9 billion 2. $20-$49.9 billion 5. $1-$5.9 billion 3. $10-$19.9 billion 6. $250-$999 million 27 Countries: (Respondent Location) Roles: 1. Argentina 10. Germany 19. Saudi Arabia (50% Business Executives/50% IT Executives, Director Level and Above) 2. Australia 11. India 20. Singapore 3. Austria 12. Indonesia 21. South Africa • Chief Information Officer • Chief Strategy Officer 4. Brazil 13. Ireland 22. Spain • Chief Mobility Officer • Director of Technology 5. Canada 14. Japan 23. Switzerland • Chief Technology Officer • Director, IT 6. Chile 15. Malaysia 24. Thailand • Chief Marketing Officer • Director of Business Function 7. China 16. Peru 25. UAE • Chief Finance Officer (Non IT-related) 8. Columbia 17. Poland 26. UK • Chief Operating Officer • Director, Line of Business 9. France 18. Portugal 27. United States • Chief Security Officer (Non IT-related) • Chief Information Security Officer 88 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
References #TECHVISION2019 INTRODUCTION 1. Lieber, C. (2018, July 3). Custom Fit Fast Fashion Is 6. Desjardins, J. (2018, June 8). How Long Does It Take to About to Become a Reality. Racked. Hit 50 Million Users? Visual Capitalist. 2. Gillette Uses 3D Printing to Unlock Consumer 7. Pan, Y. (2017, October 10). JD’s New Luxury Personalization. Formlabs website. E-commerce Site “Toplife”, Explained. Jing Daily. 3. Perez, S. (2018, October 28). Walmart’s Test Store for 8. Shieber, J. (2018, February 4). Walmart Brings Its New Technology, Sam’s Club Now, Opens Next Week Partnership With JD.com Into the Food Business. in Dallas. TechCrunch. TechCrunch. 4. Redman, R. (2018, October 29). Sam’s Club Readies 9. Glaser, A. (2017, March 31). The Swiss Postal Service Is New High-Tech Store in Dallas. Supermarket News. Using Autonomous Drones to Fly Lab Samples 5. Gilliland, N. (2017, June 26). How Six Travel and Between Two Hospitals. Recode. Hospitality Brands Use Personalisation to Enhance the Customer Experience. Econsultancy. 8989 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
References #TECHVISION2019 TREND 1 1. The Inpatient. (n.d.). 11. Lardinois, F. (2018, September 7). Rigetti Announces Its 21. Aqua Artificial Intelligence — Qiskit Aqua 0.2.0 2. Nieva, R. (2018, May 9). Google Assistant’s One Step Hybrid Quantum Computing Platform — and a $1M Documentation. Qiskit website. Closer to Passing the Turing Test. CNET. Prize. TechCrunch. 22. Adents and Microsoft Introduce Combined 3. Sharpe, K. (2018, June 26). Blockchain Music Streaming 12. Korbelová, M. Volkswagen Tests Quantum Computing Blockchain, AI, IoT and Serialization Solution for Service to Increase the Amount Musicians Earn for for Traffic Flow Optimization. (2017, March 21). Euro Unsurpassed Supply Chain Security and Transparency. Their Work. Cointelegraph. Logistics portal. (2018, June 14). Business Wire. 4. VR/AR Global Investment Report and Outlook 2018. 13. Volkswagen Tests Quantum Computing in Battery 23. Arnold, A. (2018, May 29). How Social Media Can (2018, March 15). Virtual Reality Venture Capital Research. (2018, June 7). Volkswagen AG website. Benefit from Blockchain Technology. Forbes. Alliance. 14. Edelstein, S. (2018, January 8). Volkswagen and Nvidia 24. Skycoin BBS: Social Media for You. (2017, November 5. Venture Capital Firms Go Deep and Wide with Partner on AI. Digital Trends. 15). Skycoin website Blockchain Investments. (2018, October 1). Diar. 15. Blockchain Systems at Volkswagen AG. Volkswagen 25. Feltham, J. (2018, August 11). Samsung’s Galaxy Note 9 6. Korolov, M. (2018, April 18). New AI Tools Make BI AG website. Is the Most Powerful Gear VR-Ready Phone Ever. Smarter — and More Useful. CIO. 16. Virtual Technologies. Volkswagen AG website. VentureBeat. 7. State of Artificial Intelligence for Enterprises. (2017, 17. Samit, J. (2018, February 6). A Possible Cure for Virtual 26. Lardinois, F. (2018, September 7). Rigetti Announces Its October 11). Teradata. Reality Motion Sickness. Fortune.Wiggers, K. (2018, Hybrid Quantum Computing Platform — and a $1M 8. Industry Consortium Successfully Tests Blockchain May 28). LG Develops AI to Deal with Nausea in VR. prize. TechCrunch. Solution Developed by Accenture That Could VentureBeat. 27. Peng, T. (2018, February 23). Alibaba Launches 11-Qubit Revolutionize Ocean Shipping. (2018, March 14). 18. Wiggers, K. (2018, May 28). LG Develops AI to Deal with Quantum Computing Cloud Service. Medium. Accenture Newsroom. Nausea in VR. VentureBeat. 9. Giles, M. (2018, March 9). Google Thinks It’s Close to 19. Quantum. Google AI website. “Quantum Supremacy.” Here’s What That Really Means. 20. Domain Experts, Welcome to Quantum: Introducing MIT Technology Review. QISKit ACQUA. (2018, June 13). [CT400]. IBM website. 10. Qubit Counter. MIT Technology Review. 9090 TECHNOLOGY VISION 2019 THE POST-DIGITAL ERA IS UPON US
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