Kathy Gibson was at Accenture TechVision 2018 – Enterprises have to change the way they connect with customers and employees as technology fundamentally changes the business landscape.
Pervasive connectivity is a reality, and for the most part this is good – but for the first time customers are becoming aware of who they connect to, says Willie Schoeman, MD of Accenture Technology.
“Customers are now reading the labels of the enterprise – and it’s important for companies to define their own labels and not let someone else do that.
For the last few years, companies have been obsessed with becoming digital, Schoeman says, and this has morphed into the intelligent enterprise and a focus on people.
“Today, we see that these intelligent enterprises are here to stay. They are growing, and they are in every part of the ecosystem.”
In South Africa 80% of executives believe that technology is embedding itself in the fabric of society.
“South African businesses and IT executives are increasingly embracing the power of technology with 80% of those surveyed agreeing that it can help companies weave themselves seamlessly into the fabric of daily life,” Schoeman says. “Many people may not even realise that they are interacting with new innovations like AI. If you’ve received an automated telemarketing call or interacted with a chatbot online then AI has already influenced your life.
“There is no ambiguity: technology is changing the way we live, work and play.”
Accenture has identified a number of technology trends that are driving these changes.
Citizen AI: raising AI to benefit business and society
As artificial intelligence grows in its capabilities – and its impact on people’s lives – businesses must move to “raise” their AI presence to act as responsible, productive members of society, says Dr Roze Philips, MD of Accenture Consulting.
The report shows that 72% of South African executives agree that in the next two years, AI will work alongside humans in their organisations as a co-worker, collaborator and trusted advisor. This is slightly lower than the global average of 81%.
Nevertheless, 78% of South African executives report that their organisations seek to gain customer trust and confidence by being transparent in their AI-based decisions and actions, compared to 72% globally.
Extended reality: the end of distance
Virtual and augmented reality technologies are removing the distance to people, information, and experiences, transforming the ways people live and work, according to Rory Moore, innovation lead at Accenture.
Only 54% of South African executives believe it will be important or very important to leverage XR (cross reality) solutions to close the gap of physical distance when engaging with employees and customers.
While this is far lower than the global average of 80%, Accenture says this is likely due to the lower connectivity and computer literacy levels in the country, which means local managers are still focussed on other challenges. This is probably why only 13% of South African executives state it is very important for their organisations to be a pioneer in XR solutions compared to a global average of 27%.
However, the local mining and engineering industries are more likely to adopt XR (60%) compared to others such as consumer goods (30%). For example, the heavy engineering industry uses remote experts to assist fieldworkers to repair vehicles.
Data veracity: the importance of trust
By transforming themselves to run on data, businesses have created a new kind of vulnerability: inaccurate, manipulated, and biased data that leads to corrupted business insights, and skewed decisions.
Kabelo Makwana, MD: technology consulting at Accenture, points out that a fairly large portion of South African executives (73%) agree with their global counterparts (79%) that organisations are basing their most critical systems and strategies on data, yet many have not invested in the capabilities to verify the truth within it.
Frictionless business: built to partner at scale
Businesses depend on technology-based partnerships for growth, but their own legacy systems aren’t designed to support partnerships at scale, says Hans Zacher, MD: strategy at Accenture.
Only 18% of South African businesses report working with double or more partners than they were two years ago. This is half the global average of 36%. Many South African companies are still using legacy systems that were not built to support the technology-based partnerships that underpin how companies currently interact with clients and competitors.
Companies that invest in microservices architectures and use blockchain and smart contracts to build strong technology-based partnerships will be the ones that redefine how businesses transact in the future.
At present, only 31% of South African executives state that blockchain and smart contracts will be critical or very critical to their organisations over the next three years versus a global average of 60%.
Internet of thinking: creating intelligent distributed systems
Businesses are making big bets on intelligent environments via robotics, AI and immersive experiences, Zacher says. But to bring these intelligent environments to life, they must extend their infrastructures into the dynamic, real-world environments they want to reach.
A mere 33% of South African executives believe it will be critical over the next two years to leverage customer hardware and hardware accelerators to meet the computing demands of intelligent environments versus a global average of 63%.
Robotics, immersive reality, artificial intelligence and connected devices are bringing a new level of technological sophistication to the physical world.
Current predictions suggest that by 2020, smart sensors and other Internet of Things (IoT) devices will generate at least 507,5 zettabytes of data. This will necessitate the development of special-purpose and customisable hardware to support real-time systems requirements.