Artificial intelligence (AI), online platform ecosystems, workforce marketplaces, design thinking for humans and regulation amendments are future work trends that will affect digital organisations, says Accenture.
"Firms continue to digitally transform themselves to cope with rapid competition and innovation," said Nontawat Poomchusri, country managing director of Accenture Thailand.
In 2018, AI will become the new user interface for digital brands that interact with their customers, including for contact centres that use voice-automated machines as well as new voice-based digital assistants such as Amazon's Alexa.
Two major banks in Thailand are planning to use voice recognition technology to verify customer calls and use machines to interact with customers.
Moreover, online service platform players have ambitions to build an ecosystem to increase their power and retain customers, following in the footsteps of the successful mobile wallets WeChat and Alipay that use such ecosystems for merchants, retailers and transport.
Because of a talent shortage, Mr Nontawat predicts firms will need to hire data scientists from on-demand labour platforms.
"Brands and firms need to crowdsource ideas -- that is, ask customers to vote or provide feedback before developing the product," he said.
In addition, product and service design will focus more on human behaviour and intuition rather than functions alone.
"Technology such as virtual reality will enable simulation and environment tests in the design process," said Mr Nontawat.
With emerging technologies, business and industry stakeholders need to work with regulators, like the Bank of Thailand, to shape the new regulations.
"All key players have to outline the new industries and new standards to establish rules in the digital economy," he said.
For digital transformation, businesses need not only a technology road map but also a conducive working environment and committed workforce, said Mr Nontawat.
Workers aged 18-34 will play a vital role as they have dynamic work habits, co-create with others, and constantly share knowledge, he said.
The business sector needs to be flexible with workplace policies such as working hours, mobility and performance-based appraisals to attract millennials.
"Technology enables employees to have digital literacy skills for online collaborations," said Mr Nontawat.
Organisational structures will become more linear and work will be done based on projects by allocating staff from different divisions, including external experts.
"Leaders and employees need to manage constant change and volatility in the global environment," he said.
The company sees rapid change in the banking and retail sectors, which are pressured by technological disruption, shifting them towards digital transformation.
