LATEST THINKING
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Our View of Digital
Accenture has aligned its offerings around the digital customer and the digital enterprise and created capabilities in and across these areas.
Our View
Accenture helps businesses and governments redefine how they serve connected customers and operate connected enterprises. It offers complete, integrated digital business and technology services - digital marketing, analytics, and mobility - to deliver tangible results for both the real and virtual worlds.
We see digital from both the customer and the enterprise perspectives:
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Digital customer, where we are changing how our clients engage and interact with their customers, patients and students
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Digital enterprise, where we are helping clients fundamentally rethink their strategies and enable new operating models and business processes, create connected product platforms, and improve their analytics and collaboration capabilities to enhance productivity.
CUSTOMERS, CHANNELS & MARKETS
Digital customers, digital channels, and digital markets are accelerating the pace of change in each industry, and we believe this will continue. We are helping our clients thrive in this competitive environment.
Accenture Digital works with many industry leading clients, including eight of the top ten global retailers and nine of the top 10 in banking, as well as all of the top 10 companies in consumer products, telecomm and pharmaceuticals.
We have helped our clients capture more than $100 billion in commerce and sales worldwide—from hotel reservations booked, to consumer electronics purchased, to business-to-business transactions completed.
Accenture and Lacoste: Establishing a Digital Presence in China
Accenture is helping Lacoste quickly establish an optimized digital presence in a strategic market with the cloud–enabled, multichannel Accenture E-commerce Solution for China.
Lacoste selected Accenture due to its multichannel platform, excellent track record in navigating the legal and cultural challenges related to launching online businesses in China, and ability to deliver quality online experiences to Chinese consumers for other brands and businesses.
Through close collaboration, Accenture is helping Lacoste achieve its goal of turning China into its largest retail market through an optimized digital presence.
Digital channels hold the potential to vastly expand the customer experience, yet many companies’ omni-channel capabilities have not kept pace with the digital evolution.
To create the relevant, customized experiences consumers demand, companies need cross-channel order visibility, internationalization services, segmentation, predictive analytics, dialogue marketing and personalization capabilities. We have found that achieving consumer relevance across all channels, consumer intent segments and geographies is a key differentiator between high and low performers.
Maintaining relevance—what we call the “R Factor”—requires actionable data insights, segmented content and enabled technologies, as well as continual monitoring and response to new consumer insights.
The Accenture Omni-channel Commerce Solution provides unique end-to-end capabilities that help you drive revenue and optimize your operations – combining our industry know-how, technology insights and global scale.
It means you reap the benefits of more integrated, scalable technology and back-end processes, as well as leveraging cross-channel marketing expertise, greater organizational flexibility and collaboration.
Why creating an integrated customer experience is key to sustaining a strong competitive advantage.
Download the PDF [PDF, 961 KB]
UPS Global Business Services: Focusing on Customer Experience
This video illustrates how UPS has engrained the customer experience attitude through employee engagement and aligning business and functional goals. It outlines how customer satisfaction reporting received from new processes and support for its business units has led to its success.
Capabilities
Digital Strategy & Business Architecture
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Digital Sales
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Digital Customer Services
Fjord, Design & Innovation from Accenture Interactive
Case Studies
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Accenture and Lacoste: Establishing a Digital Presence in China
Accenture is helping Lacoste quickly establish an optimized digital presence in a strategic market with the cloud–enabled, multichannel Accenture E-commerce Solution for China.
Lacoste selected Accenture due to its multichannel platform, excellent track record in navigating the legal and cultural challenges related to launching online businesses in China, and ability to deliver quality online experiences to Chinese consumers for other brands and businesses.
Through close collaboration, Accenture is helping Lacoste achieve its goal of turning China into its largest retail market through an optimized digital presence.
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Accenture Helps mBank Revolutionize User Experience in Online Banking
Accenture’s collaborative approach and unified global team helped Polish online bank mBank rebuild its online presence from scratch.
“Accenture is our strategic partner and supported us from the very beginning in our journey to rebuild mBank’s online presence...”MICHAL PANOWICZ
Managing Director, New mBank Project
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Uniting Rugby Fans Around the World
Discover how social helped the Australian Rugby Union (ARU) change the game
The ARU has partnered with Accenture to use cutting-edge technology—including analytics, mobility and innovative cloud-based customer relationship management systems to build a unique experience for its members and fans and create a vibrant commercial future for the organization.
Digital Enterprise
The other aspect of digital focuses on the Digital Enterprise. Here, we are helping our clients to enable new operating models and business processes, connected product platforms, analytics and collaboration capabilities to enhance productivity.
An enterprise rooted in digital can significantly enhance productivity by freeing up employees to handle higher-level priorities and drive continued innovation. A digital enterprise is not just a computerized business, organization, or government - it is an entity that incorporates digital technologies to create results and solve problems for its stakeholders through innovative strategies, products, processes and experiences.
Having undergone a digital transformation, organizations will be able to offer new products, services and value to customers, patients and citizens that were not even imagined just a few years ago. We are helping our clients unleash the potential of digital.
A key feature of the digital enterprise is its ability to bring people together, regardless of location. In this video, Accenture Chief Information Officer Andrew Wilson describes how leveraging internal social collaboration tools is integral to driving business forward in the digital era.
Enterprise Capabilities
Digital Strategy & Business Architecture
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Digital Corporate Functions
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Digital Supply Chain, Manufacturing and Operations
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Digital Connected Products
Fjord, Design & Innovation from Accenture Interactive
Industrial Internet of Things
In the Digital Enterprise, the evolving Industrial Internet of Things (IIoT) can significantly up the ante for industrial companies, as identified in a recent Accenture report.
The IIoT generates data essential for developing corporate operational efficiency strategies – which points to a key capability organizations must master in order to transform their enterprise digitally: in a research report from Accenture and GE, nearly two-thirds of industrial companies said they use big data analytics to monitor equipment and assets to identify operational issues and enable proactive maintenance
Digital Water
Thames Water: Using data to optimize the UK’s largest provider of water
Thames Water is responsible for supplying public water and wastewater management for much of Greater London and the Thames Valley. By using Accenture’s Smart Grid services, the company can access real-time data to improve their overall performance.
Thames Water aimed to use data to provide efficient, high-quality customer service. Accenture will help by creating a single view of the company’s operating systems and assets, such as pipe and treatment facilities.
Between September 2013 and March 2015, Accenture will implement advanced analytics, which will enable more efficient water sourcing and remote asset monitoring. The data will help the utility giant anticipate equipment failures and respond in near real-time to critical situations, such as leaks or adverse weather events.
Leadership
Michael (Mike) R. Sutcliff
Group Chief Executive—Accenture Digital
Mike Sutcliff is group chief executive of Accenture Digital, which integrates digital assets, software and services across digital marketing, analytics and mobility to help clients drive growth and create new sources of value.
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