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Consumer Goods’ Future Workforce

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Value is shifting in Consumer Packaged Goods (CPG). The billion dollar multinationals that built the industry are no longer the top drivers of growth. CPG companies can use automation and augmentation in their workforce to catch up with, and surpass, digital disrupters.

As they pivot to these technologies, roles will be impacted. Few will go away completely. Traditional roles will remain, but many will be unrecognizable and new roles will emerge.

Learn how CPG companies can adapt and harness technology to unleash human productivity and transform the future of work with our full report: www.accenture.com/CPGWorkforce

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Consumer Goods’ Future Workforce

  1. 1. FUTURE WORKFORCE CONSUMER GOODS’
  2. 2. Copyright © 2017 Accenture. All rights reserved. 2 The billion dollar multinationals that built the industry are no longer the top drivers of growth. Consumer packaged goods (CPG) companies can use automation and augmentation in their workforce to catch up with, and surpass, digital disrupters. As they pivot to these technologies, roles will be impacted. Few will go away completely. Traditional roles will remain, but many will be unrecognizable and new roles will emerge. VALUE IS IN CONSUMER PACKAGED GOODS This is the new reality.
  3. 3. Copyright © 2017 Accenture. All rights reserved. 3 As resource requirements planning, workload reporting, compensation computation and performance reporting are automated, field sales managers will become “customer strategists.” They will focus on managing people and customers, developing strategies and fostering innovation. FIELD SALES MANAGER EVOLUTION OF THE BUSINESS ACUMEN ANALYTICAL REASONING DIGITAL KNOW-HOW KEY SKILLS:
  4. 4. Copyright © 2017 Accenture. All rights reserved. 4 As journey planning, visit preparation, report generation and analysis are automated, field sales representatives will take on field sales managers’ former responsibilities. They will spend more time partnering with customers and understanding industry trends. Augmentation technologies—from automated lead identification to new ways to demonstrate products in real- time—will transform sales calls. FIELD SALES REPRESENTATIVE EVOLUTION OF THE RELATIONSHIP DEVELOPMENT COMMUNICATIONS INSIGHT INTO COMPETITOR AND CONSUMER TRENDS KEY SKILLS:
  5. 5. Copyright © 2017 Accenture. All rights reserved. 5 As information consolidation, analytics and reporting to support route-to-market strategy definition and review are automated, channel leaders will focus on identifying and capturing value in more complex emerging channels such as D2C and through partners. Channel leads will develop deep strategic partnerships with leading players in their channels. CHANNEL LEAD EVOLUTION OF THE BUSINESS CASE DEVELOPMENT COMMERCIAL ANALYSIS KEY SKILLS:
  6. 6. Copyright © 2017 Accenture. All rights reserved. 6 As administrative functions such as creating invoices and indexing are automated, customer service representatives will spend less time interacting with customers on basic customer requests and inquiries. They will be responsible for proactive customer engagement and supporting high-value, complex customer queries. CUSTOMER SERVICE REPRESENTATIVE EVOLUTION OF THE RELATIONSHIP DEVELOPMENT CONFLICT RESOLUTION INSIGHT INTO CONSUMER TRENDS KEY SKILLS:
  7. 7. Copyright © 2017 Accenture. All rights reserved. 7 Monitor and maintain the robotics systems for the enterprise. ROBOTICS CARETAKER THE FUTURE PROBLEM SOLVING ANALYTICAL THINKING ROBOTIC PROCESS AUTOMATION KEY SKILLS: SCRIPTING TECHNOLOGY ACUMEN SERVICE MANAGEMENT
  8. 8. Copyright © 2017 Accenture. All rights reserved. 8 Focus on the core value chain and how to bring robotics solutions to partners and suppliers. Assess touchpoints with other industries and uncover cross- industry opportunities for the company. ECOSYSTEM ANALYST THE FUTURE BUSINESS CASE DEVELOPMENT BUSINESS ACUMEN INSIGHT INTO MARKET TRENDS KEY SKILLS:
  9. 9. Copyright © 2017 Accenture. All rights reserved. 9 Manage platform relationships and operations with other companies, including co-creating services that ensure the platform delivers strong customer experiences. PLATFORM ORCHESTRATOR THE FUTURE TECHNOLOGY ACUMEN VENDOR RELATIONSHIP MANAGEMENT CONFLICT RESOLUTION KEY SKILLS:
  10. 10. Copyright © 2017 Accenture. All rights reserved. 10 Enhance the customer experience by designing customer journeys to leverage robotics capabilities, while ensuring that all aspects of customer interactions retain a human feel. CUSTOMER EXPERIENCE DESIGNER THE FUTURE DIGITAL KNOW-HOW INSIGHT INTO CUSTOMER NEEDS AND TRENDS DESIGN THINKING KEY SKILLS:
  11. 11. Copyright © 2017 Accenture. All rights reserved. 11 Train specialized Artificial Intelligence (AI) systems to produce desired business outcomes. Produce and curate relevant data sets to teach the AI systems to perform desired tasks. ARTIFICIAL INTELLIGENCE TRAINER THE FUTURE TECHNOLOGY ACUMEN ANALYTICAL THINKING ALGORITHMS AND CODING KEY SKILLS:
  12. 12. AUTOMATION IN CONSUMER GOODS PEOPLE LED, TECHNOLGY ENABLED Learn how CPG companies can adapt and harness technology to unleash human productivity and transform the future of work with our full report: @AccentureStrat Follow us on LinkedIn Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.

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