1、INTO THE NEW Provocative thinking, transformative insights, tangible outcomes WE, THE POST-DIGITAL PEOPLE Can your enterprise survive the tech-clash? TECHNOLOGY VISION 2020 #TECHVISION2020 From tech-clash to trust: organizations need to focus on value and values In a world where digital is everywher

2、e, peoples interactions across society are changing. They are reevaluating their relationships with businesses and governments. They are rethinking their actions in a globally interconnected economy and seeking more sustainable products and services. And they are reexamining whether the value that e

3、nterprises deliver is fully aligned with their core values. Technology is an intrinsic part of this process, to the point where it has become deeply embedded in how people work and live. Enterprises have furthered this reliance by weaving technologies into their product and service offerings and how

4、 they are delivered to customers. But the existing business and technology models that organizations have used for years are under increasing scrutiny. Despite broadly using and benefitting from technology, people are expressing concerns about how it is used and what it is used for. And they are adv

5、ocating for change. The message? In the future, people dont just want more technology in our products and services; we want technology that is more human. Enterprises that ignore this message will face an existential tech-clash, in which todays models are incongruous with peoples needs and expectati

6、ons. To avoid this impending crisis, companies must reexamine their fundamental business and technology models in a responsible wayto create a new basis for competition and growth. Trust and accountability are the new litmus tests for businesses in a world where digital is everywhere. Creating a mor

7、e inclusive future that is better for all people is the new mindset. Success will require an innovative approach to innovation itself. The theme of our Accenture Technology Vision this yearWe, the Post-Digital Peopledescribes what is happening now and outlines new ways for enterprises to build a bet

8、ter, human-centered future. Once again, technology is the catalyst to steer the realignment. Companies that take the lead with a shared-success mindsetand invite collaboration with customers, employees, ecosystem partners, governments and the publicwill create new opportunities for growth in a way t

9、hat benefits all. This year marks the 20th anniversary of our Tech Vision, and we are proud to share it as part of Accentures deep commitment to your organizations ongoing success. We look forward to helping you think about what comes next, using these tech trend insights and pragmatic steps to driv

10、e tangible business value and widespread societal trust. Paul Daugherty Chief Technology in fact, many are unknowingly speeding toward technological deadlock. Theyre poised to flood the world with purportedly smarter products and services like intelligent assistants and immersive experiencesoffering

11、s that hold deeply transformative potential for both people and the enterprise. But enterprises are embedding digital everywhere just as customers and governments are bringing more scrutiny to the role technology plays in their lives. With technology as the foundation of the enterprise, leaders need

12、 to update their models and bring business value in line with peoples values, or future innovations stand to be rejected and fail. Enterprises are facing their next big challenge. Up until now, businesses have largely benefited from following the technology roadmap laid out by digital pioneers. Now,

13、 digital technology is evolving from an advantage to a basic expectationand yesterdays best practices are turning into todays shortcomings. To grow and compete, enterprises will need to revisit their fundamental models of business and technology, rebuilding them to align better with people today. 12

14、345 Introduction 6Technology Vision 2020 | We, the Post-Digital People #TECHVISION2020 Leading in the future will demand rethinking core assumptions about how an enterprise works and redefining the intersection between people and technology. Every business assumption and entrenched approach is up fo

15、r review and reinvention toward people-centric models. Companies must reengineer the experiences that bring people and technology together; they must raise questions about the democratization of data and technology, and they must reevaluate the application and value of intelligencewhat technology is

16、 providing for people, and the ways its changing people in the process. This reimagination of the enterprise offers tremendous opportunity to those that take the lead. In every industry, companies current successes are happening in spite of their foundations, not because of them. When leaders succes

17、sfully rebuild their technology models to deliver the human focus theyve lost, they will be poised to do far more than meet expectations. Theyll set the new standard that every competitorin every industrywill be forced to try to meet. Getting there is the greatest challenge the C-suite will face dur

18、ing the next decade. The success of the next generation of products and services will rest on companies ability to elevate the human experience. None of the steps on the journey are incremental changes, nor are they as simple as finding the next technological tool to do what youre already doing toda

19、y. Leading in the future will demand rethinking core assumptions about how an enterprise works and redefining the intersection between people and technology. 12345 Introduction 7Technology Vision 2020 | We, the Post-Digital People #TECHVISION2020 To move forward, enterprises must first acknowledge t

20、he essential role technology plays in peoples lives today, and how that relationship is changing. The reason that the increasingly strong and symbiotic connection between people and technology is meeting resistance is not because technology has ceased to be valuable. Its because enterprises have not

21、 yet re-oriented to just how meaningfully people treat technology today. People are changing. Why arent you? 12345 Introduction 8Technology Vision 2020 | We, the Post-Digital People #TECHVISION2020 52% of consumers say that technology plays a prominent role or is ingrained into almost all aspects of

22、 their day-to-day lives. An additional 19% report that technology is so intertwined with all aspects of their day-to-day lives that they view it as an extension of themselves. In retrospect, this isnt surprising Just 20 years ago, digital access was limited by dial-up connections and desktop PCs, an

23、d individuals remained predominantly anonymous online. Tools like e-mail, forums and e-commerce were more efficient or far-reaching than analog counterparts, but hardly vital to peoples existence. Companies didnt need to closely consider the impact of technology in their customers lives; our digital

24、 lives were distinctly separate from our “real” ones. Its hard to find that kind of separation today as technology has become an inextricable part of the human experience. More than half the worlds populationa whopping 4.5 billion peoplehave access to the internet.1 People are ever- connected on eve

25、ry type of device, globally spending an average of 6.4 hours online daily.2 Even distinctions about “screen-time” are becoming an obsolete way to look at reality as technology permeates the physical world. Daimler is integrating intelligent voice control into its Mercedes-Benz vehicles, letting driv

26、ers ask their car questions about traffic, weather and more.3 Samsungs digital assistant Bixby is interacting with people in their homes via the companys FamilyHub line of refrigerators.4 And the last mile is becoming a thing of the past as companies like FedEx, Amazon and Postmates use robots and d

27、rones for delivery right to customers doorsteps.5 Not only is technology a symbiotic part of peoples lives, its also being embedded in the building blocks of society. Take the evolution underway in education: China is investing $30 billion in edtech by 2020 to ensure its 230 million K-12 students ha

28、ve access to individualized learning platforms.6,7 In Indonesia, non-profit group Room to Read is closing the countrys illiteracy gap by building an open-source platform that provides access to childrens stories, literacy education videos and training videos for teachers.8,9 And technology isnt just

29、 transforming how people learn, but also what they learn: bootcamps that teach coding and web development skills have grown 11x in the last six years.10 Given the starring role technology has in peoples lives, it makes sense that we take technology personallyand why we expect so much more from it go

30、ing forward. Just as many current models fail to account for the growing impact of technology, our unconditional love for unlimited technology is fading. Some are labelling todays environment a “tech-lash,” or backlash against technology. But that description fails to account for the fact that were

31、using technology more than ever. Rather, its a tech-clasha collision between old models that are incongruous with peoples current expectations. 12345 Introduction 9Technology Vision 2020 | We, the Post-Digital People #TECHVISION2020 Some are labelling todays environment a “tech-lash,” or backlash ag

32、ainst technology. But that description fails to account for the fact that were using technology more than ever. Rather, its a tech-clasha collision between old models that are incongruous with peoples current expectations. 12345 Introduction 10Technology Vision 2020 | We, the Post-Digital People #TE

33、CHVISION2020#TECHVISION2020 Technology Vision 2020 | We, the Post-Digital People Smart products are appearing everywhere, but businesses create walled gardens around them, turning a world of unprecedented choice and customization into one of ecosystem lock-in. Privacy and security concerns around th

34、e troves of valuable data people produce lead to hesitation and distrust. AI is being applied to bigger challenges, but is still largely focused on automation, leading people to worry about losing their livelihoods. And the issues leading to tech-clash are changing constantly as technology becomes e

35、ver more prominent in peoples lives. AI systems today are being used to decide whether a job candidate should proceed to an interview or recommend whether criminal defendants should be allowed to post bail.11 As the capabilities of AI-driven systems have grown beyond automating boring or repetitive

36、tasks, to making decisions that directly impact peoples lives, the fact that many of these systems are still “black-box” leaves people skeptical about the fairness and effectiveness of the algorithms.12 This deadlock must be broken, or the progress of the last 20 years will grind to a halt. Governme

37、nts from the European Union, United States, Brazil and other countries are attempting to ease the burden by creating new rules, guidelines and practices.13, 14, 15 But lawmakers are limited to addressing or changing existing modelsnot building new ones. The true path to solving the tech-clash rests

38、in the domain of the enterprise, driven through what products and services companies build and how they offer them to customers, employees and ecosystem partners. For people to accept the flurry of new product and service innovations that companies are eager to introduce, a major reckoning must take

39、 place. Companies must synchronize the business and technology models that drive enterprise value with peoples evolving expectations. 12345 Introduction Technology Vision 2020 | We, the Post-Digital People #TECHVISION2020 11 Leaving the roadmap behind With the roadmaps of the past two decades, compa

40、nies successfully wove technology throughout the business, but tech-clash makes these blueprints irrelevant going forward. What does that mean for enterprises? Theres no defined path left to follow. Everyone is working from the same blank slate, but that doesnt mean theyre working with nothing. Ther

41、es a larger guiding light: companies should look to peoples core values to see how success could take shape. 12345 Introduction 12Technology Vision 2020 | We, the Post-Digital People #TECHVISION2020 76% of executives agree that organizations need to dramatically reengineer the experiences that bring

42、 technology and people together in a more human-centric manner. Businesses must challenge existing models to create something wholly new. Inventing a better, human-centered future for people requires a virtuous circle of trust, data and deeper experiences. Consider just one of the challenges todays

43、models create. Peoples informationwhether medical, shopping or other datais generated, stored, shared, accessed and controlled by the companies and ecosystems with which they do business, and sometimes even by businesses with whom they have no direct relationship. As these ecosystems grew to provide

44、 expansive personalization and valuable services, companies were relied on to steward more data and manage increasingly complex relationships. But now customers are growing hungry for more input on how their data is used, and many businesses lack the mechanisms needed to provide that engagement. In

45、this absence, customers can grow wary of businesses and potentially distrust them too. Governments, sensing that distrust, are looking to impose consumer access and control requirements on personal data. But where peoples expectations are outgrowing todays standards, disruptors see the beacon of opp

46、ortunity. One company introducing a new model for this relationship is Inrupt, a startup founded by Tim Berners-Lee (the originator of the world wide web) and a business partner to scale a data-linking architecture called Solid.16 The Solid movement emphasizes trust. Individuals data is stored and u

47、sed across the web through “pods,” which can contain personally identifiable information, financial records, contact lists, content subscriptions and morebut people can decide where their personal data is hosted and determine which companies or machines can access their pods. They can also revoke th

48、at access at any time and even delete all their information with a click of a button. Its the beginning of a new kind of platform that gives people more agency and builds clear lines of sight for companies about how to best engage with customers. 12345 Introduction 13Technology Vision 2020 | We, the

49、 Post-Digital People #TECHVISION2020 Opportunities are knocking These new models represent new ways to unlock value for both customers and enterprises alike. For instance, the Known Traveller Digital Identity (KTDI) program, a World Economic Forum initiative to deliver a better travel experience by shifting the paradigm on how data is shared through the ecosystem.17 The blockchain-based solution encrypts an individual travelers critical identity data, like passport information, and stores it on the travelers ow