Health Organizations Must Embrace Digital Advancements to Scale Health Expertise & Empower Customer Experiences, Says Accentu...
June 08 2017 - 6:32AM
Business Wire
Annual outlook predicts five converging digital
trends that will shift how healthcare applies key innovations
Leading healthcare organizations must embrace advances in
artificial intelligence (AI), digital ecosystems and other
technologies to empower consumer experiences and scale health
expertise to meet changing demand, according to a report by
Accenture (NYSE: ACN) presented today at the annual America’s
Health Insurance Plans (AHIP) Institute & Expo in Austin.
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The report, Accenture Digital Health Technology Vision 2017,
identifies five trends that Accenture predicts will converge over
the next three to five years to reshape the healthcare experience:
AI is the New UI; Ecosystem Power Plays; Workforce Marketplace;
Design for Humans; and The Uncharted.
The five digital trends Accenture identified and their likely
impact on the healthcare industry are described below.
- AI is the new UI. The growing
role of AI in healthcare is moving beyond a back-end tool to the
forefront of the consumer and clinician experience, becoming a new
user interface (UI) that underpins the ways individuals transact
and interact with systems. Today’s AI-powered machines can perform
triage to augment clinician decision-making, serve as advisors
toward an optimal outcome, suggest options based on user behavior
or patterns, and even orchestrate tasks across multiple channels to
achieve desired outcomes. Emphasizing its growing importance of AI,
more than four-fifths (84 percent) of healthcare executives
surveyed as part of the research believe that AI will revolutionize
the way they gain information from and interact with consumers, and
nearly three-quarters (72 percent) of health organizations surveyed
are already using virtual assistants to create better customer
interactions.
- Ecosystem Power Plays. While
health enterprises are increasingly integrating their core business
functionalities with third-party platforms, they need to adopt a
rich and robust portfolio of digital partners to compete with
future business ecosystems. Accenture’s research found that
two-thirds (66 percent) of health organizations are taking steps to
participate in digital ecosystems, 90 percent of health executives
believe it is critical to adopt a platform-based business model,
and more than three-quarters (78 percent) of the executives believe
that competitive advantage will be determined by the strength of
the partners and ecosystems they choose.
- Workforce Marketplace. Driven by
a surge in on-demand labor platforms and online work management
solutions, traditional hierarchies are being replaced with open
talent marketplaces, which four-fifths (80 percent) of health
executives surveyed believe will drive profound shifts in their
economics. Case in point: More than two-thirds (71 percent) of
health executives said they are already using on-demand labor
platforms, and the same number (71 percent) believe that building a
strong liquid workforce will help them win the war on talent.
- Design for Humans. The new
frontier of digital experience is about designing technology for
individual human behavior. Ninety percent of health executives
believe there’s a gap between the wants and needs of health
consumers; four in five (81 percent) believe organizations need to
understand where people want to be and shape technology to act as
their guide, and four in five (82 percent) also believe that
organizations that truly tap into what motivates human behavior
will become the industry leaders. This shift is transforming
traditional personalized relationships into something more
valuable: interactions that span beyond a physical lifestyle or
care setting.
- The Uncharted. Healthcare
enterprises are not just creating new products and services;
they’re shaping the uncharted. More than two-thirds (68 percent) of
health executives surveyed said their organizations are entering
entirely new digital industries. From technology standards, to
ethical norms, to government mandates, in an ecosystem-driven
digital economy, one thing is clear: a wide scope of rules still
needs to be defined. For example, two-thirds (66 percent) believe
that many of their innovations in progress fall into gray
regulatory areas. To fulfill their digital ambitions, 42 percent of
these healthcare enterprises have already joined a consortium to
self-regulate, taking on a leadership role to help shape the new
rules of the game.
“When we adapt technology to the people that use it in
healthcare, it creates new opportunities for patients to take
control of when and where they want to receive care services,” said
Kaveh Safavi, M.D., J.D., senior managing director of Accenture’s
health practice. “With the convergence of these five trends, the
health industry will increasingly tap digital technologies to
empower human labor, personalize digital services and free-up
clinician time to focus on where they’re needed most.”
To learn more, register for the Accenture 2017 Digital
Health Tech Vision Webcast taking place on July 25 at 11am
Eastern Time.
Methodology
Accenture’s Technology Vision is developed annually by the
Accenture Labs. For the 2017 report, the research process included
gathering input from the Technology Vision External Advisory Board,
a group comprising more than two dozen experienced individuals from
the public and private sectors, academia, venture capital firms and
entrepreneurial companies. In addition, the Technology Vision team
conducted interviews with technology luminaries and industry
experts, as well as with nearly 100 Accenture business leaders.
In parallel, Accenture Research conducted a global online survey
of more than 5,400 business and IT executives across 31 countries
and 16 industries to capture insights into the adoption of emerging
technologies. The healthcare industry report is based on C-level
responses from 104 health organizations. The goal of the survey was
to identify the key issues and priorities for technology adoption
and investment. Respondents were mostly C-level executives and
directors, with some functional and line-of-business leads, at
companies with annual revenues of at least US$500 million, with the
majority of companies having annual revenues greater than US$6
billion.
About Accenture
Accenture is a leading global professional services company,
providing a broad range of services and solutions in strategy,
consulting, digital, technology and operations. Combining unmatched
experience and specialized skills across more than 40 industries
and all business functions – underpinned by the world’s largest
delivery network – Accenture works at the intersection of business
and technology to help clients improve their performance and create
sustainable value for their stakeholders. With approximately
401,000 people serving clients in more than 120 countries,
Accenture drives innovation to improve the way the world works and
lives. Visit us at www.accenture.com.
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AccentureJenn Francis, +
1-630-338-6426jennifer.francis@accenture.com
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