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Data and design will help build new ‘experience agencies’

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By WAYNE HULL, Managing Director for Accenture Digital & Accenture Interactive, Africa.

Walking the floor of Fjord Johannesburg studio – part of Accenture Interactive, Africa –  at our new space in Waterfall, Midrand, you’ll find a lot of ex-agency faces sitting side-by-side with our consulting and technology colleagues. This multi-disciplinary environment, blending the best creative talent with exceptional consulting and technology skills, is key to the unmatched success Accenture Interactive has experienced over the last five years.

Re-imaging experiences for our clients is at our core, and being able to deliver this across products, channels and technologies with meaningful insights is where we unlock the value for our clients.

Breaking barriers is what this formidable powerhouse is good at, whether it’s for our clients in telco’s, mining, private health or insurance, pioneering new ways to work, or setting new industry benchmarks. And it’s this perspective that has provided the platform to build an entirely different type of agency focused on digital transformation through reimagining customer experiences. Africa’s experience agency.

Accenture Interactive works closely with all of Accenture’s business practices – Strategy, Consulting, Technology and Operations – to bring complete services to our clients.

Recently Accenture accelerated its focus on digital transformation projects for organisations and everyday people who use their services. Partnering and co-creating with our clients to accelerate their digital transformational journey is at the core to our business in transitioning our clients into the digital economy.

Our work as an experience agency, delivering remarkable customer experiences through design and data, has won Accenture Interactive some major digital transformation clients in the last year. We play in the space where digital is going, not where the market is now. An example is how Accenture Interactive, Accenture Consulting and Accenture Technology are partnering with SA Rugby to transform the fan experience through new digital platforms, content, insights and personalisation. Other exciting clients engagements that will change the SA industry include digital advertising transformation, digital product and channel transformation, digital on-boarding transformation, and applied intelligence in mining, health and customer marketing.

Working across industries to build experience centric solutions and programmes that bring new products and services to market in close collaboration with clients is central to our approach. Our diverse capabilities fuse Fjord’s design with research, marketing, advertising, content, commerce, product management, channel and loyalty specialists. When combined with applied intelligence and the creative use of technology, Accenture Interactive is able to bring the best industry expertise to connect and co-create with our client’s business teams on the ground.

Growing our South Africa business, Accenture Interactive has defined itself by building experience propositions to deliver business outcomes. Success is measured, not only by awards and accolades, but by how they influence organisational change and impact customer behaviour.

  • Hull has delivered a keynote at the IAB Summit 2019.

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Project prepares Africa’s youth for the future

A partnership between the African Union and VMware is hoped to give new impetus to preparing Africa’s youth for the future, writes ARTHUR GOLDSTUCK

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VMware’s Everline Wangu Kamau-Migwi and African Union Commissioner Sara Anyang Agbo at VMworld in Barcelona. Pic by Arthur Goldstuck

The woman in the regal red dress and gold turban cuts a dramatic figure as she sweeps through the halls of the Fira Gan Via expo centre in Barcelona, Spain. She stands out in sharp contrast to thousands of hipsters in hoodies and businessmen in dark suits thronging the halls. But she is on a mission that will bring true relevance to the work of many of these conference delegates

She is Sara Anyang Agbor, Commissioner for HR, Science & Technology at the African Union Commission. Agbor is at the VMworld cloud conference to sign a memorandum of understanding with the event hosts, VMware. They are formalising a shared commitment to developing the next generation of digital leaders in Africa in a project called Virtualise Africa.

When Agbor began her career as as a lecturer in the Department of English at the University of Yaounde in Cameroon in the early 2000s, the last thing she worried about was technological infrastructure. But fast forward a decade and a half, and she talks of little else.

Agbor is passionate about preparing Africa’s youth for the future. Her focus is still on education, but she discusses it in terms far removed from her PhD in English literature.

“Nelson Mandela said it very well, that education is the greatest weapon that can transform the world, but what kind of education are we talking about?” she poses the question after signing the memorandum. 

“We’re talking about the education that can lead to the future of work. It is no longer about us having degrees in history and degrees in English, etcetera. It is no longer important for kids to go to school, just for the sake of going to school and having certificates. It is very important for them to go to school that will give them jobs so that they can become job creators, rather than job seekers.”

To that end, VMware will work with the African Union to bring to the continent the VMware IT Academy, a network of educational institutions that provides students with access to learning certification opportunities and hands-on lab experiences with VMware technologies.

Delegates to VMworld in Barcelona pick up new skills. Pic by Arthur Goldstuck

VMware is the world’s leading developer of software for managing data centres and businesses’ adoption of cloud computing, generally referred to as virtualisation. It is a strategic partner of cloud giants like Amazon Web Services, Microsoft and Oracle, which are all setting up data centres in South Africa, and creating thousands of jobs across the continent. As such, VMware technology skills and certification represent a direct path into careers that are tailor-made for the digital revolution sweeping the world.

Everline Wangu Kamau-Migwi, channel lead for VMware in East Africa, responsible for setting up the VMware IT Academy in the region, says that the agreement is an outcome of the company’s quest to use “technology as a force for good”.

“We asked how we as VMware can play a role in bridging the digital skills in in the African continent,” she says. “Hence Virtualise Africa was born, with a key mandate around education. We’ve partnered with learning institutions, starting with universities, a little over 30 in Africa, where we are now giving them material, learning resources, and labs, and they’re able to access this using a methodology called ‘train the trainer’. 

“It focuses on the faculty, on the staff, for sustainability of the program within the learning institutions. Appreciating the fact that VMware virtualisation is the core of cloud computing, this is a technology that is well-appreciated across Africa. But we find that we are not moving at the pace we need to, especially in the adoption of emerging technologies, because we don’t have those skills.

“VMware also has a huge ecosystem with both a partner and customer ecosystem. So we looked at how we can leverage this ecosystem and ensure that those students who are graduating are able to innovate, are employable, and can be enterprising while doing that.”

Globally, around 550 institutions are part of the programme, with the University of South Africa the first in this country coming on board. VMware also supplies licenses to several thousand institutions around the world to teach the curriculum with its products and solutions. 

Enter the African Union. It has 55 member states, and the bulk of their populations are youths.

“We call it a demographic asset,” says Agbor. “But this demographic asset can also be a demographic liability or a demographic time bomb, if we did not put in place the right resources to capture the mind of the African youth. Over 200 million African youth are unemployed. Many have certificates, but they do not have a job.

“As a result, there is no dream, there is no hope. So now they migrate, looking for the European dream, the Canadian dream or the American dream. But there is an African dream.” 

Read more about the AU’s agenda for 2063.

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Beware biometrics, and other digital dangers

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Traditional passwords nowadays are a weak point as data leaks happen quite often. More and more companies decide to change the approach and adopt biometrics. However, no one is immune to identity theft and there already have been several actual cases of losing biometric data.

To raise awareness on the topic and show that such data requires strong security regulations, cybersecurity company Kaspersky has distinguished several dangers of unsecured biometric data:

  1. Stranger-danger. In order to set face or touch recognition, the system usually requires one sample of a finger or a face. Hence, it is possible for a user to fail authorisation due to lighting conditions or such changes in their appearance as glasses, beards, make-up or aging. On the contrary, it allows cybercriminals to steal this sample and use it according to their malicious aims.
  2. A password for a lifetime. It is not a problem to change a password consisting of numbers and letters, but once you lose your biometric data you lose it forever. The problem with touch recognition can partially be solved by leaving only 2-4 fingerprints, leaving others for emergency cases, but it is still not safe enough.
  3. A digital locker. Existing «digital lockers» rely on cloud-based help – biometric matching usually happens on the server side. If successful, the server provides the decryption key to the client. That increases a risk of a massive data leak – a server hack might lead to the compromising of biometric data.
  4. Biometrics in real life. There are two cases when an ordinary person can encounter biometric authentication. Firstly, banks try to adopt palm scans on ATMs as well as voice authentication on phone-based service desks. Secondly, individual electronic devices use touch and face recognition. However, biometric security is not yet fully developed and there are such constraints as CPU power, sensor price and physical dimensions, so some users have to sacrifice system robustness – some devices can be fooled by a wet paper with fingerprints generated using an ordinary printer or gelatin cast.

To secure biometric data, Kaspersky has recommended:

  • employing stringent security measures against breaches of traditional logins;
  • for businesses it is needed to improve ATM design so as to prevent the installation of skimmers or establishing control over the security of ATM hardware and software. 

As for biometric identification technology in general, Kaspersky has recommended that, for now, it should be  using it as a secondary protection method that complements other security measures, but does not replace them completely.

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