1、 Connecting, informing, supporting Navigating the human and business impact of COVID-19 in the Communications Source: Accenture Client Value analysis based on iShares Global Comm Services ETF for Communications and an average of S closure of theme parks Suspension of in-person audiences for televise

2、d events Delays in new content accelerate digitization build flexibility and speed into ad sales explore rapid cost reduction and management approaches to optimize resources 1.As stores close, realign workforce to ramp up contact center capacity to handle increase in customer contacts 2.Ensure onlin

3、e commerce is made easy and convenient for both consumers and businesses as demand shifts from physical to digital 3.Pro-actively engage with customers keeping them informed of relevant updates and support services 4.Set up a Design Studio facility to analyze customer data, understand needs and leve

4、rage this to enrich service catalogue and customer offers 5.Support cashflow- challenged consumers and businesses As well as creating an Elastic Digital Workplace for their people, Communications and Media organizations are assessing and quickly mobilizing their responses to the impacts of COVID-19.

5、 Response Governance Business Continuity Network Management Customer Intimacy Content invest savings into growth areas & next investments Customer Intimacy: Set up a Design Studio facility to analyze customer data, understand needs and leverage this to enrich service catalogue and customer offers Sc

6、ale AI powered care and continuously add intents and improve performance Automate customer interactions and redesign and simply processes to reduce call volumes Scale digital journeys Analyze customer data to understand needs and adapt service offering accordingly Identify acceleration programs to b

7、e ringfenced in the crisis Use insights to define winning customer journeys for the Future Home experience, workplace as well as Industry X.O solutions with high relevance for customers today Invest into building platforms to support SMB and to integrate your offerings into the home Invest in digita

8、l operating model and workflow redesigns for Media, to position for accelerated shifts Leverage new platform capabilities and superior insights and customer intimacy to scale and open to a new eco system of partners Launch new businesses in market to support rebuild of economy - next generation SMB

9、platform, Industry X.0 solutions MVP 2 + MONTHS Response Governance: Execute new ways of working and collaboration at all levels of company Deploy current and new technologies to support elastic workforce Business Continuity: Set digital North Star for key operational processes and start acceleratin

10、g key business processes automation Bolster security capability for remote working Network Management: Set up public data lake and collection engine to aggregate network key performance indicators Build AI/machine learning model to dynamically manage supply and demand Assess & redesign network & inv

11、entory flow paths Content & Advertising: Develop market & company scenario plans and responses Evaluate end-to-end content supply chain Assess advertising impacts from content changes Explore rapid cost reduction & management approaches to optimize resources Customer Intimacy: Launch digital omni-ch

12、annel sales/support capability Establish first intents on conversational flows Make sure digital journeys stay digital (apps, messaging,) SPRINT 1-2 WEEKS Response Governance: Set up an Operations Continuity Command Center (OC3) Create and deploy cross-functional rapid response teams to assess chall

13、enges Develop workforce communications plan Manage employee stress and mental health with positive actions and engagement plan Business Continuity: Assess current collaboration and working-from-home technology and ability to scale Create technology plan to deploy at speed Undertake online/digital jo

14、urney walkthroughs Explore options to address service continuity Network Management: Identify and prioritize mission critical network needs Set up a cross-functional Networks team for short-term optimization efforts Content & Advertising: Create distributed workforce management & technology plans fo

15、r core activities across content creation, content distribution & advertising Forecast cash flow impacts Customer Intimacy: Rethink deflection and chatbot functionality for short term improvement and moving to conversational flows 22COVID-19: What to do Now, What to do Next ELASTIC COLLABORATION Rap

16、idly deploy collaboration tools across the organization and build bridges with your customers, partners and suppliers. SEAMLESS NETWORKING Enable reliable and secure remote network connectivity to employees homes and standardize ways of integrating this tech with customers and partners. CULTURE AND

17、ADOPTION Give people the right technology to work remotely, and have a plan to communicate expectations and etiquette to make it easy for people to adapt. DISTRIBUTED CONTINUITY Enhance business continuity plans to include reduction in workforce, travel restrictions and large scale remote working en

18、vironments. People Impact: People Impact: How to Enable an Elastic Digital How to Enable an Elastic Digital WorkforceWorkforce 2323COVID-19: What to do Now, What to do Next ADAPTIVE SECURITY Use exception based processes, expand zero- trust network access approach, and automate with endpoint managem

19、ent detection and response. VIRTUAL WORK ENVIRONMENT Evaluate network, accelerate device deployment, and leverage virtual environments to support increased mobile demand. Accentures people, Accentures people, proven accelerators and proven accelerators and ecosystem partners are ecosystem partners a

20、re available to help enable a available to help enable a rapid responserapid response 24COVID-19: What to do Now, What to do Next We are here to help Francesco Venturini Senior Managing Director, Global Communications & Media Lead Boris Maurer Managing Director, Communications & Media Lead, Europe A

21、ndrew Walker Senior Managing Director, Communications & Media Lead, North America George Nazi Senior Managing Director, Global Network Lead Mike Chapman Managing Director, Media Lead, North America Aurelio Nocerino Managing Director, Network Lead, Europe aurelio.nocerinoA 25COVID-19: What to do Now,

22、 What to do Next SauloL. Bonizzato Senior Managing Director, Communications & Media Industry Leader for Growth Markets Human resilience: What your people need during COVID-19 COVID-19: Navigating the human and business impact COVID-19: Responsive customer service in times of change Productivity in U

23、ncertain Times through the Elastic Digital Workplace Building supply chain resilience: What to do now and next during COVID-19 Further Reading 26COVID-19: What to do Now, What to do Next AboutAccenture Accenture is a leading global professional services company, providing a broad range of services a

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25、 help clients improve their performance and create sustainable value for their stakeholders. With 505,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at Disclaimer This document is intended for general informat

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