1. NTC 2010
Innovation at Work
Kathryn P. Samuels
Robert C. Casselman
Copyright © 2008 Accenture All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.

2. A 24-month history of technology
BYOC
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3. ...and then there are the millenials...
• Prefer technology over FTF
• No secrets online • Email is passé
• Life over work • Choose what they use
• Always on, always texting • Free software & content
• Expect instant access,
• Expect latest technologies
24/7 services
• Oblivious to corporate policies
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4. Powershift: From Institutions to People
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5. Why Should You Care?
Internal efficiencies Serving a changing world
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6. 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?
6

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…”
Depth of Penetration
Pace of Innovation
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8. Mobile Phones Becoming the Interface
to the World
Usability & Access to
Design People
Voice
Access to
Games Touch Messaging Data
Web
Motion
Access
Personal
Feedbac
Mobile Location
Services
k
Storage
Device Location
Media Camera BlueTooth Social
Ecosystems Networks
NFC
Real World Payment
Interaction and
Shopping
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9. 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.
Safety and Security
Environmental
Home Safety Diary
Child Assessments • Cross-functional
Person with In-home survey of Trip Minder benefits
Caregiver Alzheimer’s / safety risks Travel monitoring
• Composite of
Dementia multiple home
Wander Deter sensors
In-home proximity • Comprehensive
understanding of
Follow Me subscriber’s
In-home / outdoor behavior
combo • Rich context about
Find Me subscriber’s
Outdoor tracking conditions
Facilities
• Improve Quality of
Care Health
• Peace of Mind
• Keep Person Safe at Memory Data Profile
Home Minder Analytics
• Deliver Care Mobile med.
compliance
Efficiently
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10. Comfort Zone Dashboard
Picture
MedicAlert + SafeReturn Location
Low Battery
Setting
Home
Address
Alert Management
Day Zone Night Zone + Special Event Zone
Help Center
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11. Entire Family Personalizes Alerts and
Notifications
Text or Email
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12. Location Mapping
“Find Me”
Current
Location
“Follow Me”
Constant
Location
“History”
Previous
Locations
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13. 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?
13

14. Challenges for the Museum
 Costs are increasing
 Attendance is declining
 Donations are declining
 Competition is fierce
 Staying relevant
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15. How to Evolve the Visitor Experience
 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
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16. A New Brand of Museum Tour
• 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.
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17. Hunting for Digital Treasure
• 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.
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18. How Does It Work?
Location Server
Wired Network
Si
Core network Firewall
capabilities can be Network Management
upgraded and/or
augmented to support
Access PoE Switches
new location services Wireless Controller
Core Network
Switch
Access Point Access Point Access Point
Wireless network can
be utilized for a variety
of applications beyond
just the original
purpose of location
finding
Wireless Network
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19. Lessons Learned
 Secure the necessary
resources
 Understand the
environment
 Pick a platform
 Manage the network
 Keep it simple
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20. 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?
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21. An IT-Enabled, Information-Driven and Multi-
Device Connected System with More
Accountable Health Consumers
Outcome
Wellness/prevention Mobile driven
and multi-condition mgt and R&D
eMedicine
World class
back office
Outcomes
based Health
reimbursement consumer
Onsite
clinics
Health
Records
Interoperable
EMRs
Evidence
Based
Medicine
IT enabled Fact based
Rev Cycle Mgt Consumer
decision support
Source: HealthVault with Accenture 21
comments/modifications

22. 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?
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23. Communication, Collaboration,
Communities, & Content
Community
Collaboration
Content
Communication
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24. …from ‘need to know’ to ‘good to
know’…
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25. … talk ‘with me’ not ‘at me’…
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26. … from ‘tell me’ to ‘show me’…
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27. Social Media Trends
Customer Adoption
Channel
Diversity
Rapid adoption of new social channels New customer behaviors
•Facebook: 300M active users, 200% annual growth •78% of people trust the recommendations of others
•Twitter: 800% annual growth •Blog readers are 38% more likely to buy
766,944 views 4,123 ratings
VS.
Customer touch point fragmentation 27 Power shift introducing new risks
•Lack of unified relationship with the customer •Brands can be damaged in hours
•Dozens of channels; new channels emerging in months •Lack of control over external social channels
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28. The Social Opportunity
 Increase donations Main Benefits of Using Social
– Add product ratings and reviews
– Target and acquire new customers Media Marketing According to US
– Run, track and pilot viral campaigns that spread Marketing Executives, October
through sharing 2008
% of Respondents
 Improve brand loyalty 85.4% Customer Engagement
– Recognize and empower influential brand advocates 65.0% Direct Customer Communications
– Listen and answer customer questions and
59.5% Speed of Feedback / Results
complaints
59.1% Learning Customer Preferences
 Innovate 51.5% Low Cost
– Gather deeper customer insight from social networks 48.2% Brand
– Listen to customers and crowd-source innovation
42.3% Market Research
 Avoid and reduce costs 40.1% Credibility of the Crowd
37.2% Reach
– Sense and timely react to crisis
– Reduce call center calls by letting consumers help 21.2% Great Lead Generation Source
each other and avoiding answering the same 17.5% Customer Service
questions
 Identify partnership opportunities Source: Marketing executives Networking Group (MENG), *Social
Media in Marketing* as cited in press release, November 6, 2008 28

29. In Summary
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?
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30. Contact Us
Thanks for your attention today. We’d love to hear from you!
Kathryn P. Samuels
Senior Executive
Accenture Technology Labs
kathryn.p.samuels@accenture.com
Robert C. Casselman
Senior Manager
Accenture Wireless Technology Consulting
robert.c.casselman@accenture.com
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