TECHNOLOGY VISION 2020
Can your enterprise survive the tech-clash?
WE,THE
POST-DIGITAL
PEOPLE
Provocative thinking, transformative insights, tangible outcomes

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We, the Post-Digital People #TECHVISION2020
What happens when
people’s expectations
for technology conflict
with businesses’ models
for delivering it?
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Leading in the future will
demand rethinking core
assumptions about the
intersection between
people and technology.
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#TECHVISION2020We, the Post-Digital People

We, the Post-Digital People
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#TECHVISION2020
4
As companies enter the future,
digital technology is evolving from
an advantage to a basic expectation,
and yesterday’s best practices are
turning into today’s shortcomings.

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People’s perceptions
of and relationships with
technology are changing.
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#TECHVISION2020We, the Post-Digital People

6Technology Vision 2020 | accenture.com/technologyvision
#TECHVISION2020We, the Post-Digital People
On one hand, people are seemingly
rejecting technology. “Tech-lash,”
or backlash against technology,
is appearing in several forms.
Movements like digital detoxing,
tracking screen time and reducing
social media usage are ways people
are seeking to balance the role
technology plays in their lives.
Regulations like GDPR from
the European Union and more
from the United States, Brazil and
other countries are redefining the
relationship between people and tech.
People Government

7Technology Vision 2020 | accenture.com/technologyvision
#TECHVISION2020We, the Post-Digital People
On the other hand, by almost all
metrics, people are increasing their
use of and intimacy with technology.
More than half the world’s
population—a whopping 4.5 billion
people—have access to the internet.
Internet World Stats: Usage and Population Statistics. (n.d.).
People are ever-connected on every
type of device, globally spending an
average of 6.4 hours online daily.
Salim, S. (2019, February 4). More Than Six Hours of Our Day
Is Spent Online. Digital Information World.
>50% 6.4 hours

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We, the Post-Digital People #TECHVISION2020
These seemingly opposite
positions are indicative
of a tech-clash—a clash
between old models that
are incongruous with
people’s expectations.
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Can your enterprise
survive the tech-clash?
The promise of a world made better and easier by
technology is being trapped behind models, architectures
and governing structures that have not realized their
full potential nor created adequate value. To survive the
tech-clash, enterprises need to re-think these models.
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#TECHVISION2020We, the Post-Digital People

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We, the Post-Digital People #TECHVISION2020
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Models that companies
have relied on for decades
are leaving value on the table.
Take healthcare technology. A world with seamless, secure and
personalized healthcare is possible with existing technology, but is
blocked by existing ecosystem, application and company models:
┃ Closed ecosystem
models mean different
levels of technology
access and different
standards, creating
obstacles to smooth
experiences.
┃ Application-centered
data models create
fragmented, even
conflicting, data about
patients, while go-
betweens, regulators
and gatekeepers
all add friction.
┃ Company-centric data
ownership models have
created concerns about
security, privacy and
ethical issues that keep
patients and providers
alike wary of new
technological solutions.

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11
People are changing,
why aren’t you?
To move forward, businesses must first
acknowledge the essential role technology plays
in people’s lives today, and how that relationship
is changing people’s needs and expectations.
We, the Post-Digital People

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We, the Post-Digital People #TECHVISION2020
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Companies must challenge
existing models to create
something wholly new.
Solid, a data-linking architecture, emphasizes trust and is designed
to spark innovation. Individuals’ data is stored and used across the
web through “pods.” People can decide where their personal data is
hosted and determine which companies or machines can access their
pods. They can also revoke that access at any time and even delete
all their information with a click of a button.

13Technology Vision 2020 | accenture.com/technologyvision
#TECHVISION2020We, the Post-Digital People
Inventing a better, human-centered
future for people requires a circle of
trust, data and deep experiences.
The Known Traveller Digital Identity (KTDI) program places humans at the center of
the data ecosystem. This World Economic Forum initiative created a blockchain-based
solution that gives individual travelers control over their own data by encrypting and
storing critical identity data, like passport information, on the traveler’s personal
mobile device. Travelers alone determine who gets access, with access revoked
when a transaction is completed, maximizing privacy and mitigating security risks.

We, the Post-Digital People
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Trust is the currency
in an era where digital is
everywhere. Addressing
tech-clash demands
models built on trust
that go beyond just
product-level
responsibility.
Expanding Responsibility
Microsoft is embracing a new model of
accountability that goes far beyond its
products or customers. As the company
has researched and developed more
advanced technology, it has strived for
responsible innovation. The company
built an ethical framework to guide its
development of AI and backed state
legislation around proper use of facial
recognition technology.

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#TECHVISION2020We, the Post-Digital People
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The time to start this
transformation is now.
┃ Identify where tech-clash is
impacting your organization,
and where your technology
strategy might be at odds
with customer expectations.
Leave no stone unturned
and challenge existing
models wherever needed.
┃ As you master distributed
ledgers, artificial intelligence,
extended reality and quantum
(DARQ), ensure that you are
putting a radically human
focus on the new products
and services you build.
┃ Build sustainable and ongoing
relationships with customers by
using every step of the customer
journey as an opportunity to build
trust. Grow your impact beyond
individual customers by
maintaining accountability
at a societal level.
Defuse
Tech-clash
Build Human-
Centered Models
Foster Deeply
Trusting Relationships

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Can your enterprise survive the “tech-clash”?
We, the Post-Digital People
AI and Me
Reimagine the
business through
human and AI
collaboration
The Dilemma of
Smart Things
Overcome the
“beta burden”
Robots in
the Wild
Growing the
enterprise’s reach –
and responsibility
Innovation
DNA
Create an engine for
continuous innovation
The I in
Experience
Helping people
choose their own
adventure

Thank you
#TECHVISION2020
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