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A Different Approach to IoT
Better.
We Make it Happen.
A Business Perspective
Hitachi, Ltd. – a global technology leader Hitachi, Ltd. ranks 78th on the 2014 Fortune Global 500®
6/23/2016 3 © 2015 Hitachi Consulting Corporation. All rights reserved. Proprietary and confidential.
© 2016 Hitachi Consulting Corporation. All rights reserved. Proprietary and confidential.
Hitachi Consulting Hitachi’s global management consulting and technology services business
6/23/2016 4
19%
$659M FY15 revenue
6,500 experienced
and dedicated
professionals
$12B delivered in
overall business
improvements
End-to-end solutions strategy,
consulting,
technology and
outsourcing
We speak
49 languages and work in over
70 countries
More than 25 years of consulting experience
Delivering measurable, sustainable business results and a better consulting experience.
Abu Dhabi Amsterdam Atlanta Bangkok Barcelona Beijing Bengaluru Boston Brussels Chicago College Station Copenhagen Da Nang City Dallas Denver Dubai Dusseldorf Fargo Helsinki Ho Chi Minh City Houston Hyderabad Irvine Jakarta Kuala Lisbon London Los Angeles Madrid Manchester Melbourne New York City Oman Oslo Paris Portland Pune Rio de Janeiro Riyadh San Francisco Sao Paulo Seattle Shanghai Singapore Stockholm Tokyo Waldorf Washington D.C.
Focused Clear Bold
Collaborative Committed
Results-oriented
© 2016 Hitachi Consulting Corporation. All rights reserved. Proprietary and confidential.
Hitachi’s unique value proposition Capability to deliver end-to-end at One Hitachi scale
6/23/2016 5 5
Innovation
& R&D
Information
Drivers
Information
Acquisition
Information
Storage
Information
Dissemination
Information Transformation
& Visualization
Information
Interpretation
Business
Outcomes
End to end integration – Industrial Grade – Secure – Scale INNOVATION IMPACT
Hitachi R&D
& Labs
Embedded Things &
Applications
Hitachi IoT
Platforms & Sensors
Hitachi Data
Systems
Hitachi Digital
Transformation & AR Pentaho
(a HDS Company)
Hitachi Big Data
Lab, BI&A
Consulting
Services
OPERATIONAL TECHNOLOGIES INFORMATIONALTECHNOLOGIES DIGITAL TECHNOLOGIES
105+ years 55+ years 10+ years + +
© 2015 Hitachi Consulting Corporation. All rights reserved. Proprietary and confidential.
How Does Your Business Transform Business Processes Digitally?
6/23/2016 8
• Engage your
Customers
• Engage Your
employees
• Optimize your
operations
• Transform your
products and
services
Systems of intelligence:
Enterprise leaders are reimagining their businesses
9
Becoming customer-obsessed
Transforming to digital
Rising customer
expectations
More responsive
Growing
expectation
personal,
individualized
service
Enhancing customer experience
top priority
3 / 4 decision makers
of CxOs now look to partners who will
have an equal hand in creating
business value
60 %
Outperforming
enterprises are 54 % more
likely
to
CEO priorities
engaged
employees
satisfied
customers digital savvy
CEO’s business performance
best indicator of
CxOs believe
social/digital
interaction is the
new imperative
7 in 10
New business models
Connected business platform
Sense/
respond
business
model
Make/sell
business
model
believe they make
better and faster tech
decisions than IT
79 % of C-level executives
Responding to
ongoing needs for
efficiency and growth
exploiting a
fundamentally different
digital paradigm dual goals
70
to reduce
IT costs
Would
increase
risk
and accelerate
business agility
o f
% CIOs
of tech budgets
controlled by
departments
other than IT
38 %
© 2015 Hitachi Consulting Corporation. All rights reserved. Proprietary and confidential.
How Does Your Business Transform Business Processes Digitally?
6/23/2016 10
• Large
Employers,
Healthcare
Providers
or, Payors,
Employers “engage your
employees or
patients”
• Hospitality,
Retail, Gaming “engage your
customers”
Two Examples:
© 2016 Hitachi Consulting Corporation.
Health data aggregation The current market presents many health tracking and monitoring products, each with their own methods for collection, storage and reporting. The challenge is making sense of the variety of data, across users and across devices. Any solution must be flexible enough to accommodate the disparate input sources, authentication and authorization procedures along with the ability to handle updates to existing services and make use of new ones that come available in the future.
© 2016 Hitachi Consulting Corporation.
© 2016 Hitachi Consulting Corporation.
Example platform architecture This data aggregation framework consists of loosely coupled interface implementations that can be built to connect to and read data from the numerous sources then transform it into a common structure that can be used for consolidated monitoring and reporting.
HDA is deployed to a client’s Azure tenant (or a private cloud). HDA exposes a management dashboard. Scheduled retrieval jobs grab data from data providers at client- designated intervals. All data is stored as JSON documents in an Azure DocumentDb repository.
© 2016 Hitachi Consulting Corporation.
HDA licensing is a one-time fee. There are no on-going subscription fees for the service.
The service is deployed to your public cloud tenant or private cloud infrastructure directly.
Unlike other aggregating services in the market, the Hitachi solution puts the client in full control. Only your participants are included.
You can either fully manage the implementation or contract with Hitachi to provide on-going support and maintenance.
First party application consumer
Device-wearers defined population
Scheduler job data provider
Scheduler job data provider
Scheduler job data provider
Secure API for data
exchange
Secure API for data
ingestion
Participant and app
connections
RAW data storage
Your cloud tenant Your data Your investment Our support
© 2016 Hitachi Consulting Corporation.
Wellness programs too often rely on self-reported data. HDA provides wellness programs with objective data that demonstrates healthy behaviors and measures, ensuring program and participant success.
Enhancing wellness programs
User
HDA
© 2016 Hitachi Consulting Corporation.
Certain patient communities are more appropriately managed as out-patients. However, those with chronic or acute conditions can be difficult to monitor outside of hospitals or primary care facilities.
HDA allows hospitals and primary care facilities to gather live health telemetry. Activity and biomarker data can be used to monitor conditions to ensure the appropriate care is delivered to the patient when needed.
Primary care facilities can make better facility use and improve patient care. Further, the expense of in-patient care is reduced for those patient where out-patient care is more appropriate, but historically difficult to manage.
Tracking and monitoring at-risk patients
Health telemetry devices can be used to collect individual activity and biomarker data. This data is funneled through Heath Data Aggregator for analysis.
Challenge Solution Benefits
© 2016 Hitachi Consulting Corporation.
Broad population studies that can use consumer grade health telemetry devices for gathering raw data benefit from HDA. Wearable telemetry devices provide massive data feeds across a population and fit with existing consumer behaviors. The popularity of these devices
Human grade health
telemetry
© 2016 Hitachi Consulting Corporation.
has created an explosion of device types that can provide insight across an unprecedented number of health dimensions. HDA can gather and aggregate all of this data for use in a variety of studies. As new devices are introduced, they can be easily integrated with HDA’s device framework.
© 2016 Hitachi Consulting Corporation.
Opportunity to provide an ‘Ambient User Experience’
© 2015 Hitachi Consulting Corporation. All rights reserved. Proprietary and confidential. 6/23/2016 19
© 2016 Hitachi Consulting Corporation.
Emerging technologies are taking the digital customer experience a step further, helping customers meaningfully navigate an environment in real time and enabling organizations to connect with customers dynamically.
© 2016 Hitachi Consulting Corporation.
A fluid (ambient) experience between the customer, devices and technology, and environment which enables your next generation, digital customer transformation.
Omni-channel customer views
Integrate with internal systems and external data to create a holistic, 360 customer profile across channels.
Predictive analytics
Interact dynamically with customers in real time on products, services and events based on past behavior, saved preferences, and predictive learning.
Location-based computing
The ability to identify and act on information for any person or object using location based technologies (such as wi-fi, beacons, and geo-targeting).
Device mesh integration
Bi-directional, real-time communication with the customer seamlessly through the personal and enterprise device mesh (mobile phones, digital signs, enterprise systems, point of sale systems).
Emerging technologies leads to new capabilities
© 2015 Hitachi Consulting Corporation. All rights reserved. Proprietary and confidential. 6/23/2016 21
A SMART PASSENGER EXPERIENCE AT LONDON CITY AIRPORT
Intelligent Technologies:
Operation & Management
optimization through
information integration
Green Technologies:
Integrated Energy, Water,
Waste and Environment
Management as a whole
Border Control Concourse
Check-in & bag drop
Departure
lounge
Departure
Gate Security
Operator’s objectives
Passenger’s needs
Shopping
Minimize Journey Time
Comfort Comfort
Shopping
Maximize Throughput
Revenue Revenue
Real Time Passenger Flow Analysis
© 2015 Hitachi Consulting Corporation. All rights reserved. Proprietary and confidential.
Real Intelligence in Real-time for Hospitality & Retail
6/23/2016 24 https://www.youtube.com/watch?v=M85PjCR6jrA
© 2016 Hitachi Consulting Corporation.
Clearly track customer’ behavior so you can better reward loyalty
Use as part of an end-to-end environment that gives customers a sense of meaning and purpose
Create an environment where customers feel they are looked after and belong
Possibilities
Uses for ambient customer experiences are only limited by your imagination.
© 2015 Hitachi Consulting Corporation. All rights reserved. Proprietary and confidential. 6/23/2016 26
© 2015 Hitachi Consulting Corporation. All rights reserved. Proprietary and confidential. 6/23/2016 27
© 2016 Hitachi Consulting Corporation.
Transportation Ambient customer experience
© 2016 Hitachi Consulting Corporation.
© 2016 Hitachi Consulting Corporation.
An ambient experience begins by defining the customer’s journey(s) through the end to end travel experience, understanding the touchpoints they encounter at the airport, and finding the opportunities to connect those touchpoints into one intelligent system.
Check-in
Arrival
Security
Waiting at the gate
Eating and shopping
Departure
Baggage claim
Ground transportation
© 2016 Hitachi Consulting Corporation.
Arrival Using location beacons, the ambient customer experience begins upon arriving at the airport. The app alerts the driver to the closest available parking lot.
Security In the ambient environment, the user could be guided to those security lines which are the shortest.
Gate To ease the discomfort of a delayed flight, the airport can send notifications to the waiting customers for free coffee coupons or offers of airport shopping discounts.
Landing Using location beacons, the ambient customer experience begins again upon landing, with connecting flight information pushed as soon as smart phones are activated.
Baggage Customers can know the precise location of their luggage, using IoT technology, saving them time waiting at a carousel.
Smart airport experience Some of the ways to delight customers with an ambient customer experience.
Home Customer preferences coupled with external data (weather, traffic, flight updates, etc.) allow passengers to be alerted when they need to leave for the airport or request a driver.
© 2016 Hitachi Consulting Corporation.
Entertainment Ambient customer experience
© 2016 Hitachi Consulting Corporation.
© 2016 Hitachi Consulting Corporation.
When fans converge upon a stadium, it takes a lot of infrastructure know-how to coordinate the digital events and activities that give a meaningful experience to each person… all happening while the fan never misses the game action.
Intelligent wayfinding (parking, ticket gates, bathrooms, concessions, exiting)
Connected game experience Accessing and interacting with real-time and play-back information for the players, team, and game.
Social engagement Connect with others through social avenues, proximity, and gamification.
Revenue generation Ordering food, drinks and merchandise from the seat, allowing the stadium to cross-sell and up-sell.
Event operations Integrated and real-time information around the stadium to provide both operational and safety / security intelligence.
© 2016 Hitachi Consulting Corporation.
Increased customer loyalty and brand value
Mature and predictive customer insights
Energy savings
Safety increases
Eliminates manual waste and manual errors
Targeted and improved product and service cross-sales
True omni-channel sales
Benefits
Ambient customer experience provides benefits and cost savings straight to the bottom line.
Customer stickiness
Operational efficiencies
Revenue generation
© 2016 Hitachi Consulting Corporation.
Retail / hospitality Ambient customer experience
© 2016 Hitachi Consulting Corporation.
© 2016 Hitachi Consulting Corporation.
By being able to follow your customer’s actions, the ACE solution proactively identifies and creates opportunities to personalize the customer’s journey, as well as improve your operations.
Know that loyal customers are arriving even before they walk through the door
Monitor guests throughout a hotel, restaurant, casino or an entire entertainment complex
Track preferences and spending habits of each customer
Send messages for promotions, upgrades and comps
How was your round of golf?
Happy hour just started in the lounge.
Tonight’s restaurant special:
Oysters
Spend another hour at the tables and we will comp your stay tonight.
Welcome back. VIP Check-In
is expecting you
© 2016 Hitachi Consulting Corporation.
© 2016 Hitachi Consulting Corporation.
How to get started
© 2016 Hitachi Consulting Corporation.
Assessment, proof of value and road map
3-4 weeks Held with program sponsor and key stakeholders
Key customer journey mappings
Gap analysis / maturity model analysis
Business case and ROI justification
Logical solution framework (technology fit for purpose)
12-24 month road map
Key success criteria and metrics
Envisioning and strategizing
4-8 hours Held with executive sponsor and stakeholders
CAE evaluation framework
Use case matrix and prioritization Show us the art of the possible and
why it matters to my business.
Educate us on our company’s key gaps, the ROI for bridging the gaps, and how
we get there.
Basic customer relationship management
Basic customer interaction and loyalty
Multi-channel customer interaction
Ambient customer experience