A New Blueprint for the High
Performance Digital Company
And the end of the back-office as we know it…
Digital change is coming fast.
62%
52%
63%
believe digital
will drive
major
industry
change
expect digital
to cause
significant
or complete
transformation
change
fear losing
customers
if they don’t
embrace
digital
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Only 30%
of major
business
processes
currently rely
upon digital
technologies
(for 4 out of 5
respondents)
Over 30%
say digital
transformation
of their
business
is driving need
for crossfunctional
cooperation
Only 1/3
have technology
in place that
underpins and
shapes the
entire customer
experience
2
Recurring services revenue is the future.
IoT Supplier Revenue Opportunity by Offering Type
USD Billions; 2020
Computing
& Storage
Comms
& Networking
Analytics, Apps, & Services
$262
$18
$17
$31
$328
80% of IoT Supplier Revenue will come
from services
“Things”
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3
Customers are in the driving seat.
72%
72%
70%
67%
67%
expect more
consumer-like
interaction and
convenience
require
more agility,
flexibility,
and response
speed
always
monitor
and evaluate
suppliers,
and require
ongoing
engagement
now have
more decision
stakeholders
with distinct
needs and
goals
have advanced
sourcing and
procurement
with more
decision
influence
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4
Traditional operating models are at a breaking point.
Historical Operating Model Characteristics
3-5 Year Cycle Times
Product
Development
Fire & Forget Product Development
IP as Primary Value Driver
Platforms
Lifecycle
Management
Periodic Sales Process
Licenses & True-ups
Patch and Upgrade
Provision &
Deploy
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Enterprise Deployment Programs
Ship It
5
Traditional organizational models are broken.
Back Office
Systems
Front Office
Teams
IT
CRM
Sales & Marketing
IT
Billing
Finance &
Marketing
IT
Configuration
Product / R&D
IT
Support
Service
IT
ERP
Finance
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“Technology is siloed
and too difficult to use
to craft cross-channel
experiences.”
Accenture - Cutting Across the CMO – CIO Divide
6
The new operating playbook for Digital business.
Digital Operating Model Characteristics
Rapid, Continuous & Instrumented Delivery
Product
Development
Ecosystems vs. End-to-End Stacks
Insights & Outcomes as New Drivers
Perpetual Customer Engagement
Lifecycle
Management
Evergreen Sales Processes
Provision &
Deploy
Land & Expand
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Path-Finding
Operate It
7
Functional integration is key to success.
Customer & Partner Experience
Portfolio
Integration
Product
Development
Ecosystem
Innovation
Operations
Integration
Selling & Channel
Management
Pricing,
Contracting
& Billing
Financial
Management
Service
& Support
Applied Analytics
and Customer Insight
Copyright © 2015 Accenture. All rights reserved. Accenture Confidential Information.
8
The blueprint for a high performance Digital company.
New Service-Driven Business & Operating Models
In-built
Security
Customer Engagement with Meaningful and Unique Experiences
Connected
Devices
Digital Manufacturing &
Digital Supply Chain
Digital Sales
Cloud &
Infrastructure
Driven
Digital Products in Extended, Composite Enterprises
Analytics-Led Operations & Decision-Making
Optimize Enterprise Operations
Copyright © 2015 Accenture. All rights reserved. Accenture Confidential Information.
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