People First: The Primacy of People in the Communications Industry

People
First:
The Primacy of People
in the Communications
Industry

People First:
Intelligent
Automation
Liquid
Workforce
Platform
Economy
Predictable
Disruption
Digital
Trust
The Primacy of People in the Digital Age
Copyright © 2016 Accenture. All rights reserved. 2
The Accenture Technology Vision 2016 identifies five technology trends fueled by the
people first principle and that are essential to business success in the digital economy.
We take a look at these trends and their potential for disruption though the lens of
Communications Service Providers

Trend 1:
Intelligent Automation

4Copyright © 2016 Accenture. All rights reserved.
As artificial intelligence advances, Communications Service Providers
are harnessing intelligent automation to redefine their businesses
by reimagining the art of the possible
Intelligent Automation: Building
better workers (digital and human)
Creating the essential new co-worker
for the digital age
Intelligent automation is about creating self-
learning digital platforms that deliver a
consistently engaging user experience. New
business models will be created on these digital
platforms. It’s not just about operational
efficiency.
Machines and software intelligence will be the
newest recruits to the workforce, bringing new
skills to help people do new jobs, reinventing
what’s possible.

Copyright © 2016 Accenture All rights reserved.
IPSoft
Virtual Agent
Source:
Amelia IPSoft, 2015.
Amelia, a cognitive knowledge worker who learns as she works,
is a virtual agent who understands what people ask and feel when
they call for service. Using the same instruction manuals as, for
example, call center operators, Amelia can be deployed straight
from the cloud in a fraction of the time. She learns as she works
and provides high-quality responses consistently, every day of the
year, in every language customers speak.
Results/Impact: Whereas many other technologies demand
that humans adapt their behavior in order to interact with
“smart machines,” Amelia is intelligent enough to interact like a
human herself. This equips her to deliver a top quality customer
experience for any of the businesses in which she is deployed.

Communications Industry business leaders are realizing that
a more liquid workforce can become their new competitive
advantage
Tomorrow: Adaptable workforces organized
around projects, with embedded training.
Static workforces organized around specific
skills and functions

Intelligent automation isn’t an option, it’s mandatory.
8
3 high-level takeaways:
AI as a core competence:
Pervasive capability for every
aspect of your business
Power to drive change:
Drive change through automation
People first:
Successfully driving change means
adapting the enterprise: organization,
culture, skills, experience.
Copyright © 2016 Accenture. All rights reserved.

Xiaomi
Customer
Engagement
Source: Digital
Transformation of Industries
World Economic Forum,
January, 2016.
Digital leaders follow a lean approach to both core and support
functions. Xiaomi, a low-end Android smartphone manufacturer and
also the second most valuable unicorn. In 2014, it sold 61 million
handsets, bringing in annual revenues of more than $12 billion.
Xiaomi promotes an entrepreneurial culture, fostering a family-like
setup, focused on mentoring, collaboration and adhocracy. Xiaomi’s
flat structures consist of its core founders, department leaders and
4,300 employees with an intense focus on performance and quality.
Results/Impact: The company engages customers in an informal
way by involving fans in discussions on product design, product
development and promotions.

What to expect next
Corporate Education
Will Replace Some
Higher Education
Rise of Digital
Reputation
Fully Liquid
Enterprise
Predictive
Workforce

This is a big picture change
Traditional Value-Chain Business Models
Value creation is two-way and
continuous – and has the
Communications Industry right at
the center of the digital economy
Value creation is linear
and one-way
Platform-Driven Business Models
Developers
Publishers
Content
owners
Retail
Services
Platform Ecosystem
Production Distribution Marketing Consumer Network

Telefonica
M2M Control
Centre Platform
Source: Telefonica Vivo and
Jasper Launch Internet of
Things Platform in Brazil with
Telefonica Global SIM
Jasper, July 9, 2015.
The platform, provided by Jasper, a global Internet of Things (IoT)
platform leader, enables businesses in any market to easily deploy,
manage and monetize IoT services. With the Vivo M2M Control
Center platform, Telefónica Vivo now offers a turnkey solution for
Brazilian enterprises in any industry – including utilities, automotive,
security, healthcare, consumer electronics, smart cities and more.
Results/Impact: The Vivo M2M Control Center can be easily
configured for the unique needs of any business model, providing
businesses with real-time control and visibility of their connected
devices, in addition to mobile service management, support
diagnostics and flexible billing required to grow a successful
connected services business.

Key Takeaways
The strategic use of technologies to create
platform business models is driving
unprecedented growth opportunities in the
rapidly expanding digital economy.
Driven by the new rules of business,
platform business models represent the
most profound disruptive change in the
global macroeconomic environment since
the Industrial Revolution.
While tech and digital born organizations
have been dominating the digital economy
with record-high market caps, non-tech
digital leaders across all industries are
developing platform strategies now (the
new tech leaders).
From the moment network, device, application and
content were first brought together to create new value
streams, the Communications Industry has been driving
the platform economy.

Trend 4:
Predictable Disruption

No industry change will remain truly isolated
The result?
Reshaping of industry boundaries
Disruption felt on a large scale,
where the impact is widespread
and pervasive.
The Communications Industry is
both an agent of change and an
object of change.

Telstra Health
Source:
https://www.telstrahealth.com/
The way healthcare is delivered is changing. Telstra Health is
embracing that change by building solutions designed to build
a better connected health system.
Telstra Health division has invested around $100 million in
acquisitions, joint ventures and other businesses, and is aiming for
$1 billion in revenue from its GP telemedicine service, ReadyCare
by 2020.

3 high-level takeaways:
Industry boundaries are
already blurring, shifting
market power to newcomers
Digital ecosystems are
becoming the foundation
for the next wave of
enterprise disruption
Enterprises can gain visibility into the
disruptive forces of ecosystems and take
action now by developing strategies to
forge new roles and new paths

In today’s digital business
environment, trust is built
on two major components:
Ethics and Security
83% of respondents to the Accenture
Technology Vision 2016 survey agreed
that “Trust is the cornerstone of the
digital economy.”
Cognitive AI refocuses cybersecurity
from impenetrable perimeters to
inherent data integrity.

AT&T
Out from perimeter
security and move
toward application and
database security
Source:
How AT&T Is Virtualizing
Security WSJ CIO Journal,
May 18, 2015
AT&T is rethinking how it approaches security as it upgrades its
data centers and network to better handle growing data and video
traffic. AT&T’s new architecture is a plan to virtualize its
infrastructure. That means replacing complex pieces of hardware
with software that runs on standard, off-the-shelf hardware. As it
virtualizes the servers and switches that funnel traffic in its network,
AT&T is also virtualizing security. AT&T wants to secure individual
applications or databases within the data center using security
software
Results/Impact: As AT&T stands up virtual data centers and
transitions to a software-defined network, it is will essentially
“shrink-wrap” a security protection around the new elements.

Key Takeaways
Ethics and security must be
primary considerations in any
digital transformation.
Exposure to risk scales
in proportion to digital
business operations.
To protect against downside risk, businesses
must foster strong ethical, effectively use
security to protect against external threats,
and build trusting relationships with
ecosystem stakeholders.
In procuring new technologies,
security and ethics must be
evaluation criteria.
Look for opportunities to build
trust at every engagement point
along the customer journey.

Create a people first
strategy for transitioning
the organization.
Establish a top down
strategic commitment to
AI and data science;
cultivate your data
talent, develop machine
learning skills.
Build an engagement
strategy that
empathises with the
needs of your millennial
workforce.
Create a clear
distribution of work
between short and long
term employees that
plays to their strengths
and communicate it.
Identify parts of the
business that are prone
to business platform
models and those most
vulnerable to disruption
from them.
Communicate a vision
of where your company
and its people fit in an
economy without
industry sector
segmentation and
with boundary-less
competition.
Take an inventory of the
ecosystems related to
your business and
prioritise by potential for
impact on your
organisation.
Ask your team for
innovative ideas for how
to use emerging digital
ecosystems.
Create a people first
strategy for transitioning
the organization.
Establish a top down
strategic commitment to
AI and data science;
cultivate your data
talent, develop machine
learning skills.
Intelligent Automation Liquid Workforce Platform Economy Predictable Disruption Digital Trust
Next steps for the Communications Industry
Summary:

Thank you
#techvision2016
https://www.accenture.com/us-en/cmt-communications

People First: The Primacy of People in the Communications Industry

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