People’s love (and need) for technology has let businesses weave that technology—and the businesses themselves—into our lives. While this has transformed how we work, live and interact with the world, it’s important to recognize that this love for technology is not unconditional. Looking to the longer term, it’s increasingly clear that communications and media businesses cannot assume that the customer is always looking for the latest tech or the best-of-the-best upgrade. They also want a sense of comfort and confidence that everything will just work as expected.
Consumers’ changing relationship with technology
For this year’s Technology Vision research, we surveyed over 600 communications and media executives, along with 2,000+ consumers worldwide. One of the principal findings is that, very clearly, people’s relationships with technology are changing.
It’s a trend that will likely be even more pronounced as a result of COVID-19, bearing in mind how heavily people have relied on technology to sustain connections in recent months.
But this does not imply blind love for technology. Our research also found that consumers increasingly expect businesses to recognize the inter-dependency between what they do and the people they serve and adapt their services accordingly.
Our 2020 Communications and Media Technology Vision article series explores how this will play out across five core themes:
These provide a roadmap for organizations to rethink their approach, and how and where they need to focus their innovative energies over the next three to five years. Leading in the future will demand rethinking core assumptions about the intersection between people and technology.
In the full article series, Accenture industry leaders examine key themes from the Technology Vision research that look more closely at future disruptions.