New research from Accenture and HfS reveals that the future belongs to organizations with Intelligent Operations: Those that use diverse data driven by applied intelligence and human ingenuity to empower insight-led decision making, exceptional customer experiences and breakthrough business outcomes. Read the full report at www.accenture.com/IntelligentOperations

1. KEY RESEARCH FINDINGS

2. ADAPT,
TRANSFORM
OR BE LEFT
BEHIND
New research* from Accenture and HfS reveals
that The Future Belongs to Intelligent Operations:
Those organizations that harness diverse data
driven by applied intelligence and human
ingenuity to empower insight-led decision
making, superior customer experiences and
breakthrough business outcomes.

3. To survive and thrive today and tomorrow, enterprises
must be able to act quickly—with intelligence, insight,
and confidence—to changes in the competitive and
customer landscape.
Agility, flexibility, and responsiveness are now the keys
to enhancing and optimizing the customer experience
and delivering superior business outcomes.

4. 50%
ENHANCE CUSTOMER EXPERIENCE
Designing a customer experience strategy is the top driver of better
operational agility, but 50% say their back office is not keeping pace
with requirements to support evolving customer expectations.
80%
KEEP UP WITH DISRUPTORS
Nearly 80% of organizations are concerned with disruption and
competitive threats, especially from new digital-savvy entrants.
80%
ENABLE DATA-DRIVEN PREDICTIVE DECISIONS
But almost 80% estimate that 50% to 90% of their
data is unstructured and largely inaccessible.
ORGANIZATIONS BALANCING MULTIPLE PRIORITIES

6. #1 #2 #3 #4 #5
INNOVATIVE
TALENT
DATA-DRIVEN
BACKBONE
APPLIED
INTELLIGENCE
LEVERAGING
THE POWER
OF THE CLOUD
SMART
PARTNERSHIP
ECOSYSTEM
FIVE ESSENTIALS OF
INTELLIGENT OPERATIONS
When combined, these five ingredients can drive the required step-change and lasting
transformation that companies need to compete today and in the future.

7. FIVE ESSENTIALS OF
INTELLIGENT OPERATIONS
#1
INNOVATIVE TALENT
Organizations need creative and
entrepreneurial talent who understand
digital technologies, industry and
functional priorities.
Finding such people will require a
much more agile human resources
function and strategic partnering.
50%
Ranked creativity and
entrepreneurial spirit
as the top workforce
requirement today.
But nearly half believe
HR talent acquisition is
not keeping up with the
needs of the business.
1/2

8. #2
DATA-DRIVEN BACKBONE
Structured and unstructured data across
internal and external ecosystems is the
backbone for breakthrough insights.
FIVE ESSENTIALS OF
INTELLIGENT OPERATIONS 92%
Believe the ability to make
data-driven decisions will
have a major impact on
achieving business goals.
But in over 80% of
organizations, 50% to
90% of unstructured
data goes unused.
80%

9. #3
APPLIED INTELLIGENCE
Integrated Automation, Smart
Analytics, and Artificial Intelligence can
help companies transform operations.
But using those tools effectively
requires human ingenuity and business-
savvy talent.
FIVE ESSENTIALS OF
INTELLIGENT OPERATIONS 90%
Nearly 90% believe
automation and AI
will help them achieve
their business goals.
Over 50% stated it
takes months or years
for business functions
to change in response
to business needs.
50%

10. #4
LEVERAGING THE
POWER OF CLOUD
Cloud ties together all the ingredients
of Intelligent Operations, integrating
diverse data across platforms in a
secure environment with significant
cost and speed-to-market advantages.
FIVE ESSENTIALS OF
INTELLIGENT OPERATIONS 90%
Over 90% expect cloud-
enabled capabilities such
as plug-and-play digital
services and enterprise-
grade holistic security.
But 49% still have legacy
technology across half
their enterprise functions.
49%

11. #5
90%
Over 90% said working
closely with partners
will be important to meet
business objectives.
Said new ways of
partnering across the
ecosystem is a top-
three talent need.
SMART PARTNERSHIP
ECOSYSTEM
The ecosystem brings complementary
skill sets and new technologies to
drive innovation.
46%
FIVE ESSENTIALS OF
INTELLIGENT OPERATIONS

12. ARE YOUR BUSINESS
OPERATIONS FUTURE-PROOF?
FIVE QUESTIONS ALL ORGANIZATIONS MUST SUCCESSFULLY
ADDRESS TO ENSURE THEIR FUTURE VIABILITY
Do you have the
right talent to
navigate the future?
1
Can you get to the
right data to drive
real transformation?
2
Are you deploying
applied intelligence
to innovate faster?
3
Is your infrastructure
agile and flexible to
anticipate customer
requirements?
4
Are you establishing
smart partnerships and
fully leveraging their
innovation potential?
5

13. BECOME THE
INTELLIGENCE ENGINE
FOR YOUR BUSINESS
Answering that call will require a fundamental shift in
operations strategy and powerful new capabilities.
With Intelligent Operations organizations can drive superior
decision-making, exceptional customer experiences and
breakthrough business outcomes and act swiftly to steer a
new course with confidence.

14. SURVEY DEMOGRAPHICS
The Future Belongs to Intelligent Operations, 460 enterprise respondents survey, 2017, HfS Research and Accenture.
INDUSTRY
FUNCTIONAL AREA JOB TITLE REVENUE U$D RESEARCH
METHODOLOGY
The research is based on the responses
of 460 participants that are involved in
buying decisions related to technology
and services.
The interviews were conducted in
Q3 2017 with a combination of
telephone and online surveys, with
follow up to open in-depth questions.
39
25
21
98
96
56
45
41
39
HR
Supply Chain/
Logistics
Customer Care
IT
Finance &
Accounting
Procurement
Shared Services/
Operations
Marketing
Sales
<$10Bn
>$10Bn
Between $3B & $10B (322)
Greater than $10B (138)
Total responses: 460
163
100
119
78
Director
VP
Senior VP
CEO
35%
22%
26%
17%
60
53 50
35 34 33 32 32 31 31 31
20 18
Retail
Banking
Consumer Goods
High Tech
Software & Platform
Oil & Gas
Utilities
Energy
Healthcare
Insurance
Life Sciences
Telecom
Chemicals
12 COUNTRIES SURVEYED
US (130)
NA
Canada (30)
UK (30)
EALA
Germany (30)
France (30)
Italy (30)
Spain (30)
Brazil (30)
Australia (30)
APAC
Japan (30)
Singapore (30)
China (30)

15. THANK YOU
www.accenture.com/IntelligentOperations
Copyright © 2018 Accenture. All rights reserved.
To hear more from us on Intelligent Operations, visit our blog