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Latest knowledge, strategy and insights from Oracle Switzerland

  • October 8, 2020

The Dilemma of Smart Things

Sandhya Prabhu
Alliance & Channels Cloud Leader

The shift to a cloud-based model is an example of forever beta, as providers continuously evolve their offerings for customers with new capabilities and better features” Laurent Teissier, Oracle Business Group, Accenture Switzerland

The Accenture Technology Vision for Oracle 2020 is an annual forecast of technology innovation. Amongst the five key post-digital trends that are unfolding, trend #3 looks at the “Dilemma of Smart Things”. Find out more by accessing the full report.

Today customers can see the value of products grow and change over time rather than remaining static, thus enterprises begin to design products capable of developing and expanding both services and experiences over time.

We call this the “forever beta” state, which challenges the traditional concept of product ownership. One of the risks is that customers could constantly have to play catch-up, not knowing if the next system update is bringing exciting new capabilities, a critical security refresh, a new user interface to learn or a dramatic change to functionality. This is the beta burden: the unintended consequences when products, and their contained experiences, are constantly in flux.

"We found that 74% of execs say, their organization’s connected products and services will have more, or significantly more, updates over the next three years" 

The evolving digital experience is designed to differentiate and extend the usefulness and life span of a product. The shift to a cloud-based model is an example of forever beta, as providers continuously evolve their offerings for customers with new capabilities and better features.

For us, moving our applications to the cloud and offering them via subscription has enabled us to work more closely with our customers as a trusted business partners that can support with the changing needs and continued growth through regular updates to our applications and products.

One of the technologies that is proving its worth here is chatbots. This technology can have a big positive impact on many business interactions, enabling an enhanced customer experience and automating activities that previously required staff interaction.

Oracle Digital Assistant has built on the chatbot concept by developing a service that is modular and context aware and equipped with libraries to support rapid development for conversational user interfaces. We continue to develop digital assistant services that integrate directly with Oracle Cloud. Oracle customers are able to augment and turn on these digital assistant capabilities and build custom ones, enabling them to bring this technology to their entire portfolio including offerings not supplied by Oracle.

Innovation is clearly a key pillar for Hilton, leveraging new technologies to create a unique experience for its guests. They also realized that employee experience is just as important as customer experience and is meeting these their expectations through several digital technologies like mobile, virtual reality for training and digital chatbots to answer common questions. These repetitive tasks are well-suited for automation and chatbots, providing more free time for the HR team to spend on high-value tasks that require white glove human service.

Turning customers into partners

We also provide the capability for customers to build the kinds of products and services that can help them turn their own customers and even their employees (as we saw in Trend 1) into partners.

One example of this kind of approach is Accor, the largest hotel company in Europe with more than 5,000 hotels and 33 hotel brands in 111 countries. The company is embracing the cloud with Accenture’s help to develop and roll out an employee-centric platform, leveraging the capabilities of Oracle Cloud Infrastructure services and Oracle Cloud Human Capital Management. The mobile solution is designed to serve as a digital companion in employees’ pockets and includes information on: My Career opportunities, My Performance and Feedback, My Team and My Learning.

The digital companion was designed to look and feel familiar to other devices and apps employees use in their daily life. It’s also intended to be the preferred channel for connecting with and empowering employees who are “deskless” and mobile throughout their workday. The platform further supports Accor’s key HR functions and offers a range of support services to hotel managers. And in the wake of COVID-19, Accor is using the learning features of the platform to help train employees on its elevated hygiene and safety measures.

Collaborating with clients as true partners and leveraging cloud-based platforms enables fast, efficient development and implementation of new capabilities.

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