consumer goods’ future workforce
TRANSCRIPT
FUTUREWORKFORCE
CONSUMER GOODS’
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The billion dollar multinationals that built the industry are no longer the top drivers of growth. Consumer packaged goods (CPG) companies can use automation and augmentation in their workforce to catch up with, and surpass, digital disrupters.
As they pivot to these technologies, roles will be impacted. Few will go away completely. Traditional roles will remain, but many will be unrecognizable and new roles will emerge.
VALUE IS
IN CONSUMER PACKAGED
GOODS
This is the new reality.
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As resource requirements planning, workload reporting, compensation computation and performance reporting are automated, field sales managers will become “customer strategists.” They will focus on managing people and customers, developing strategies and fostering innovation.
FIELD SALESMANAGER
EVOLUTION OF THE
BUSINESS ACUMEN
ANALYTICAL REASONING
DIGITAL KNOW-HOW
KEY SKILLS:
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As journey planning, visit preparation, report generation and analysis are automated, field sales representatives will take on field sales managers’ former responsibilities. They will spend more time partnering with customers and understanding industry trends. Augmentation technologies—from automated lead identification to new ways to demonstrate products in real-time—will transform sales calls.
FIELD SALESREPRESENTATIVE
EVOLUTION OF THE
RELATIONSHIP DEVELOPMENT
COMMUNICATIONS
INSIGHT INTO COMPETITOR AND CONSUMER TRENDS
KEY SKILLS:
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As information consolidation, analytics and reporting to support route-to-market strategy definition and review are automated, channel leaders will focus on identifying and capturing value in more complex emerging channels such as D2C and through partners. Channel leads will develop deep strategic partnerships with leading players in their channels.
CHANNELLEAD
EVOLUTION OF THE
BUSINESS CASE DEVELOPMENT
COMMERCIAL ANALYSIS
KEY SKILLS:
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As administrative functions such as creating invoices and indexing are automated, customer service representatives will spend less time interacting with customers on basic customer requests and inquiries. They will be responsible for proactive customer engagement and supporting high-value, complex customer queries.
CUSTOMER SERVICEREPRESENTATIVE
EVOLUTION OF THE
RELATIONSHIP DEVELOPMENT
CONFLICT RESOLUTION
INSIGHT INTO CONSUMER TRENDS
KEY SKILLS:
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Monitor and maintain the robotics systems for the enterprise.
ROBOTICSCARETAKER
THE FUTUREPROBLEM SOLVING
ANALYTICAL THINKING
ROBOTIC PROCESS AUTOMATION
KEY SKILLS:
SCRIPTING
TECHNOLOGY ACUMEN
SERVICE MANAGEMENT
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Focus on the core value chain and how to bring robotics solutions to partners and suppliers. Assess touchpoints with other industries and uncover cross-industry opportunities for the company.
ECOSYSTEMANALYST
THE FUTUREBUSINESS CASE DEVELOPMENT
BUSINESS ACUMEN
INSIGHT INTO MARKET TRENDS
KEY SKILLS:
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Manage platform relationships and operations with other companies, including co-creating services that ensure the platform delivers strong customer experiences.
PLATFORMORCHESTRATOR
THE FUTURE
TECHNOLOGY ACUMEN
VENDOR RELATIONSHIP MANAGEMENT
CONFLICT RESOLUTION
KEY SKILLS:
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Enhance the customer experience by designing customer journeys to leverage robotics capabilities, while ensuring that all aspects of customer interactions retain a human feel.
CUSTOMER EXPERIENCEDESIGNER
THE FUTURE
DIGITAL KNOW-HOW
INSIGHT INTO CUSTOMER NEEDS AND TRENDS
DESIGN THINKING
KEY SKILLS:
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Train specialized Artificial Intelligence (AI) systems to produce desired business outcomes. Produce and curate relevant data sets to teach the AI systems to perform desired tasks.
ARTIFICIAL INTELLIGENCETRAINER
THE FUTURE
TECHNOLOGY ACUMEN
ANALYTICAL THINKING
ALGORITHMS AND CODING
KEY SKILLS:
AUTOMATION IN CONSUMER GOODS PEOPLE LED, TECHNOLGY ENABLED
Learn how CPG companies can adapt and harness technology to unleash human productivity and transform the future of work with our full report:
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