by Debbie Polishook, group chief executive of Accenture Operations
Perhaps the single most important question facing businesses today is this: what is the most effective way to adapt to change? This is because the pace and scale of change is unlike anything we’ve ever seen before, and the table stakes much higher: in this volatile environment even the most established company can quickly become history. It’s increasingly clear that businesses need to put their operations and processes on a more flexible footing and find new ways to anticipate and benefit from the winds of change.
There are, according to the results of Accenture’s latest research study with HfS[1], three main drivers behind the need to reimagine business processes in enterprises:
These three challenges are, to an extent, the same problem viewed from different angles: how organizations can effectively onboard, integrate and use data at scale to drive competitive differentiation and adapt to changing market and technological conditions. Businesses that can solve this problem will be best placed to create compelling customer experiences, effortlessly adjust to change, and operate efficiently.
So how can businesses go about meeting these challenges? The answer is becoming increasingly clear: the future will belong to businesses with Intelligent Operations. These are organizations that embed agility in their DNA and use a wide variety of data to drive applied intelligence and human ingenuity to empower next-generation, real-time decision making, exceptional customer experiences and breakthrough business outcomes.
We’ve identified five key steps to help businesses pivot to Intelligent Operations and prepare for the future.
Whatever the sector, modern enterprises must balance a wide range of priorities, including enhancing the customer experience, keeping up with competitors and driving productivity. Importantly, business processes are now seen as a key lever to achieve these goals: according to our survey, driving growth was the most important trigger for operational transformation (24 percent) ahead even of cost cutting (20 percent). In the future, operations will have a new, more strategic role in enabling real-time, predictive decision-making, far-superior business outcomes, and breakthrough customer insights. Intelligent Operations will provide the mechanism for this change.
Click here to download Accenture and HfS Research’s Intelligent Operations report.
Debbie Polishook is group chief executive of Accenture Operations. In this role, she oversees Accenture’s comprehensive portfolio of business process services as well as Infrastructure and cloud services, including the Accenture Cloud Platform.
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