Accenture - Innovation at Work
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Copyright © 2008 Accenture All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. NTC 2010 Innovation at Work Kathryn P. Samuels Robert C. Casselman
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Transcript of Accenture - Innovation at Work
Copyright © 2008 Accenture All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
NTC 2010Innovation at Work
Kathryn P. Samuels
Robert C. Casselman
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A 24-month history of technology
BYOC
3
...and then there are the millenials...
• Free software & content
• Email is passé
• Choose what they use
• Oblivious to corporate policies
• Expect latest technologies
• Life over work
• No secrets online
• Always on, always texting
• Prefer technology over FTF
• Expect instant access,
24/7 services
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Powershift: From Institutions to People
5
Why Should You Care?
Internal efficiencies Serving a changing world
6
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?
How Can Technology....
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…”P
ac
e o
f In
no
va
tio
nD
ep
th o
f Pe
ne
tratio
n
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Mobile Phones Becoming the Interface to the World
Games
Location Services
Social Networks
Media Ecosystems
Payment and
Shopping
Personal Feedbac
k
Real World Interaction
Usability & Design
Access to Data
Access to People
Mobile Device
Voice
Messaging
Web Access
Location
BlueTooth
NFC
Camera
Storage
Motion
Touch
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Environmental Diary
• Cross-functional benefits
• Composite of multiple home sensors
• Comprehensive understanding of subscriber’s behavior
• Rich context about subscriber’s conditions
Wander DeterIn-home proximity
Find MeOutdoor tracking
Memory Minder
Mobile med. compliance
Person with Alzheimer’s /
Dementia
• Improve Quality of Care
• Peace of Mind• Keep Person Safe at
Home• Deliver Care
Efficiently
Data ProfileAnalytics
Facilities
Child Caregiver
Follow MeIn-home / outdoor
combo
Trip MinderTravel monitoring
Safety and Security
Health
Home Safety AssessmentsIn-home survey of
safety risks
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.
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Comfort Zone Dashboard
MedicAlert + SafeReturn
Alert Management
Day Zone
Home
Address
Night Zone + Special Event Zone
Location
Setting
Help Center
Low Battery
Picture
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Entire Family Personalizes Alerts and Notifications
Text or Email
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Location Mapping
“Find Me”Current Location
“Follow Me”Constant Location
“History”Previous Locations
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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?
How Can Technology....
Costs are increasing
Attendance is declining
Donations are declining
Competition is fierce
Staying relevant
Challenges for the Museum
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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
How to Evolve the Visitor Experience
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• 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.
A New Brand of Museum Tour
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• 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.
Hunting for Digital Treasure
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Wireless Network
Wired Network Location Server
Network Management
Wireless ControllerAccess PoE Switches
Firewall
Core Network Switch
Access PointAccess PointAccess Point
SiSi
How Does It Work?
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Core network capabilities can be upgraded and/or augmented to support new location services
Wireless network can be utilized for a variety of applications beyond just the original purpose of location finding
Secure the necessary resources
Understand the environment
Pick a platform
Manage the network
Keep it simple
Lessons Learned
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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?
How Can Technology....
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An IT-Enabled, Information-Driven and Multi-Device Connected System with More Accountable Health Consumers
Source: HealthVault with Accenture
comments/modifications
IT enabled Rev Cycle Mgt
Fact basedConsumer
decision support
Onsiteclinics
Outcome drivenR&D
Wellness/preventionand multi-condition mgt
Outcomesbased
reimbursement
EvidenceBased
Medicine
Mobile and
eMedicine
InteroperableEMRs
HealthRecords
World classback office
Health consumer
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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?
How Can Technology....
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Communication, Collaboration, Communities, & Content
Communication
CollaborationCommunity
Content
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…from ‘need to know’ to ‘good to know’…
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… talk ‘with me’ not ‘at me’…
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… from ‘tell me’ to ‘show me’…
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Social Media Trends
27Customer touch point fragmentation •Lack of unified relationship with the customer
•Dozens of channels; new channels emerging in months
766,944 views 4,123 ratings
Customer Adoption
Channel
Diversity
VS.
Power shift introducing new risks •Brands can be damaged in hours
•Lack of control over external social channels
New customer behaviors •78% of people trust the recommendations of others
•Blog readers are 38% more likely to buy
Rapid adoption of new social channels •Facebook: 300M active users, 200% annual growth
•Twitter: 800% annual growth
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The Social Opportunity
Increase donations– Add product ratings and reviews
– Target and acquire new customers
– Run, track and pilot viral campaigns that spread
through sharing
Improve brand loyalty– Recognize and empower influential brand advocates
– Listen and answer customer questions and
complaints
Innovate– Gather deeper customer insight from social networks
– Listen to customers and crowd-source innovation
Avoid and reduce costs– Sense and timely react to crisis
– Reduce call center calls by letting consumers help
each other and avoiding answering the same
questions
Identify partnership opportunities Source: Marketing executives Networking Group (MENG), *Social
Media in Marketing* as cited in press release, November 6, 2008
Main Benefits of Using Social
Media Marketing According to US
Marketing Executives, October
2008
85.4% Customer Engagement
65.0% Direct Customer Communications
59.1% Learning Customer Preferences
51.5% Low Cost
48.2% Brand
42.3% Market Research
40.1% Credibility of the Crowd
37.2% Reach
21.2% Great Lead Generation Source
17.5% Customer Service
% of Respondents
59.5% Speed of Feedback / Results
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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?
In Summary
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Thanks for your attention today. We’d love to hear from you!
Kathryn P. SamuelsSenior ExecutiveAccenture Technology [email protected]
Robert C. CasselmanSenior ManagerAccenture Wireless Technology [email protected]
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