Accenture - Innovation at Work

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Accenture - Innovation at Work

  1. 1. NTC 2010 Innovation at Work Kathryn P. Samuels Robert C. Casselman Copyright © 2008 Accenture All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
  2. 2. A 24-month history of technology BYOC 2
  3. 3. ...and then there are the millenials... • Prefer technology over FTF • No secrets online • Email is passé • Life over work • Choose what they use • Always on, always texting • Free software & content • Expect instant access, • Expect latest technologies 24/7 services • Oblivious to corporate policies 3
  4. 4. Powershift: From Institutions to People 4
  5. 5. Why Should You Care? Internal efficiencies Serving a changing world 5
  6. 6. How Can Technology....  Help Alzheimer’s patients live independently?  Provide museum visitors a more personalized experience?  Drive down health care costs and improve doctor-patient relationship/understanding/ intimacy?  Connect non-profits with donors? 6
  7. 7. M is The New e “...the most significant change in mobility is not the new interface to the phone; it is the phone becoming the interface to everything else…” Depth of Penetration Pace of Innovation 7
  8. 8. Mobile Phones Becoming the Interface to the World Usability & Access to Design People Voice Access to Games Touch Messaging Data Web Motion Access Personal Feedbac Mobile Location Services k Storage Device Location Media Camera BlueTooth Social Ecosystems Networks NFC Real World Payment Interaction and Shopping 8
  9. 9. Aging Safely Vision - A Holistic Framework for Living More Independently with Dementia The Aging Safely Vision was derived from the key challenges that surfaced during the feasibility study and tested qualitatively to identify critical pursuits. Safety and Security Environmental Home Safety Diary Child Assessments • Cross-functional Person with In-home survey of Trip Minder benefits Caregiver Alzheimer’s / safety risks Travel monitoring • Composite of Dementia multiple home Wander Deter sensors In-home proximity • Comprehensive understanding of Follow Me subscriber’s In-home / outdoor behavior combo • Rich context about Find Me subscriber’s Outdoor tracking conditions Facilities • Improve Quality of Care Health • Peace of Mind • Keep Person Safe at Memory Data Profile Home Minder Analytics • Deliver Care Mobile med. compliance Efficiently 9
  10. 10. Comfort Zone Dashboard Picture MedicAlert + SafeReturn Location Low Battery Setting Home Address Alert Management Day Zone Night Zone + Special Event Zone Help Center 10
  11. 11. Entire Family Personalizes Alerts and Notifications Text or Email 11
  12. 12. Location Mapping “Find Me” Current Location “Follow Me” Constant Location “History” Previous Locations 12
  13. 13. How Can Technology....  Help Alzheimer’s patients live independently?  Provide museum visitors a more personalized experience?  Drive down health care costs and improve doctor-patient relationship/understanding/ intimacy?  Connect non-profits with donors? 13
  14. 14. Challenges for the Museum  Costs are increasing  Attendance is declining  Donations are declining  Competition is fierce  Staying relevant 14
  15. 15. How to Evolve the Visitor Experience  Think broadly but agree on attainable goals  Capitalize on strengths but focus on areas of improvement  Document your digital strategy  Separate “wish list” into manageable projects  Find good sponsors and leverage partnerships 15
  16. 16. A New Brand of Museum Tour • Visitors can take a tour depending on their interests, available time, or age of group. • Tours consist of a list of exhibits and their locations. • The tour takes the visitor from where they are to the next closest exhibit. • When the visitor is near the exhibit, additional content can be provided. 16
  17. 17. Hunting for Digital Treasure • A fun game where visitors are presented with clues to help them find exhibits on the treasure hunt. • The application directs the visitor to the exhibit hall where the item is located. • Points are accumulated and “experience” levels are awarded. • This engages the visitors in education and encourages repeat visits. 17
  18. 18. How Does It Work? Location Server Wired Network Si Core network Firewall capabilities can be Network Management upgraded and/or augmented to support Access PoE Switches new location services Wireless Controller Core Network Switch Access Point Access Point Access Point Wireless network can be utilized for a variety of applications beyond just the original purpose of location finding Wireless Network 18
  19. 19. Lessons Learned  Secure the necessary resources  Understand the environment  Pick a platform  Manage the network  Keep it simple 19
  20. 20. How Can Technology....  Help Alzheimer’s patients live independently?  Provide museum visitors a more personalized experience?  Drive down health care costs and improve doctor-patient relationship/understanding/ intimacy?  Connect non-profits with donors? 20
  21. 21. An IT-Enabled, Information-Driven and Multi- Device Connected System with More Accountable Health Consumers Outcome Wellness/prevention Mobile driven and multi-condition mgt and R&D eMedicine World class back office Outcomes based Health reimbursement consumer Onsite clinics Health Records Interoperable EMRs Evidence Based Medicine IT enabled Fact based Rev Cycle Mgt Consumer decision support Source: HealthVault with Accenture 21 comments/modifications
  22. 22. How Can Technology....  Help Alzheimer’s patients live independently?  Provide museum visitors a more personalized experience?  Drive down health care costs and improve doctor-patient relationship/understanding/ intimacy?  Connect non-profits with donors? 22
  23. 23. Communication, Collaboration, Communities, & Content Community Collaboration Content Communication 23
  24. 24. …from ‘need to know’ to ‘good to know’… 24
  25. 25. … talk ‘with me’ not ‘at me’… 25
  26. 26. … from ‘tell me’ to ‘show me’… 26
  27. 27. Social Media Trends Customer Adoption Channel Diversity Rapid adoption of new social channels New customer behaviors •Facebook: 300M active users, 200% annual growth •78% of people trust the recommendations of others •Twitter: 800% annual growth •Blog readers are 38% more likely to buy 766,944 views 4,123 ratings VS. Customer touch point fragmentation 27 Power shift introducing new risks •Lack of unified relationship with the customer •Brands can be damaged in hours •Dozens of channels; new channels emerging in months •Lack of control over external social channels 27
  28. 28. The Social Opportunity  Increase donations Main Benefits of Using Social – Add product ratings and reviews – Target and acquire new customers Media Marketing According to US – Run, track and pilot viral campaigns that spread Marketing Executives, October through sharing 2008 % of Respondents  Improve brand loyalty 85.4% Customer Engagement – Recognize and empower influential brand advocates 65.0% Direct Customer Communications – Listen and answer customer questions and 59.5% Speed of Feedback / Results complaints 59.1% Learning Customer Preferences  Innovate 51.5% Low Cost – Gather deeper customer insight from social networks 48.2% Brand – Listen to customers and crowd-source innovation 42.3% Market Research  Avoid and reduce costs 40.1% Credibility of the Crowd 37.2% Reach – Sense and timely react to crisis – Reduce call center calls by letting consumers help 21.2% Great Lead Generation Source each other and avoiding answering the same 17.5% Customer Service questions  Identify partnership opportunities Source: Marketing executives Networking Group (MENG), *Social Media in Marketing* as cited in press release, November 6, 2008 28
  29. 29. In Summary How can technology…  Help Alzheimer’s patients live independently?  Provide museum visitors a more personalized experience?  Drive down health care costs and improve doctor-patient relationship/understanding/intimacy?  Connect non-profits with donors? 29
  30. 30. Contact Us Thanks for your attention today. We’d love to hear from you! Kathryn P. Samuels Senior Executive Accenture Technology Labs kathryn.p.samuels@accenture.com Robert C. Casselman Senior Manager Accenture Wireless Technology Consulting robert.c.casselman@accenture.com 30

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