Making Expo 2020 Deeply Personal: How Accenture Helped Put the Visitor at the Heart of the World’s Gr… – Capital Finance International

The ability to change and digitally adapt has been a defining feature of business during the
ESG risks have the potential of negatively impacting banks’ assets, earning capacity, and sometimes their reputation,
What can be done to encourage more private investment in developing countries, especially the poorest and
Commodity prices have recovered their 2020 losses and, in most cases, are now above pre-pandemic levels
U.S. stock and corporate bond markets performed extraordinarily well from the March financial shock caused by
Despite cultural assumptions surrounding content and interpretation, we tend to believe that the way we communicate
We live in a world that offers and value tailored convenience. We are accustomed to the
International Financial Centres (IFCs) are a necessary component of national and global economic growth. And increasingly,
Africa needs investment to advance sustainable development and see the continent prosper. James Zhan, Astrit Sulstarova
The International Monetary Fund’s tenth annual External Sector Report (ESR, August 2021) shows how current account
The COVID-19 pandemic is affecting every country’s health system and economy to a degree not seen
Commodity prices have recovered their 2020 losses and, in most cases, are now above pre-pandemic levels
The Spanish impact investment market is catching the eye of mainstream financiers — with increasing frequency.
The capital markets love nothing more than a new idea, especially one that promises to reward
Investments in recovering and maintaining a functioning marine ecosystem can form the foundation of a sustainable
At the recent COP-26 climate summit in Glasgow, government officials and leaders of international organisations put
Sulaiman M Ababtain Sulaiman M Ababtain, president and CEO of SATORP, oversees one of the world’s
In the race to become carbon-neutral, it is useful to look at where the race began.
“Uncertainty is the new normal” as reminded by Kristalina Georgieva, chairperson of the IMF, during her
Jamie Smith has great enthusiasm for blockchain, the secure distributed database technology that underlies cryptocurrency major
Inclusive Markets Are Not Born: How UNCDF is Supporting Inclusive Digital Economies by Advancing the Right
The current Argentine macroeconomic situation is characterised by Covid-19 recession, inflation, record tax pressure, a reduction
As we turn our attention towards the imperative of “building forward greener” post-pandemic, there can be
As lockdown regulations are eased all over the world, business leaders are recognising that they have
The UN Climate Conference in Glasgow saw a flurry of commitments and proposals to limit temperature
By Axel van Trotsenburg World Bank Managing Director of Operations COVID-19 has imposed a deeper, more
The American economist Frank Knight theorised about the difference between risk and uncertainty in his classic
The United Kingdom has applied to join the Comprehensive and Progressive Agreement for Trans-Pacific Partnership (CPTPP),
Language has been an inhibitor to the progress of sustainable business. Rather than putting a trendy
Debt — both public and commercial — is exploding in the US, and internationally. Interest rates
British business leader Denise Coates is the highest-earning woman in Britain — testament to the fact
The at-home entertainment industry has thrived as enforced isolation and diminished human contact have drawn more
The House of Guerlain story begins in 1828, when Pierre-François Guerlain opens his first boutique on
Plastic is affordable, widely available, durable and versatile — but its environmental costs have become too
You may not have heard of Thai Lee, but Google her name and it becomes clear
US entrepreneur and fintech disruptor Jenny Just believes that girls should be taught to play poker.
British business leader Denise Coates is the highest-earning woman in Britain — testament to the fact
The design world often looks to nature for inspiration, and Elaine Yan Ling Ng, a traditional
Mahendra Singh “MS” Dhoni, one of India’s most celebrated cricket players, has earned the nickname “Captain
Pavilion Global Markets Ltd was founded in Canada more than 50 years ago as an institutional,
Digital renaissance in the global banking sector was well underway prior to the COVID-19 pandemic. In
“Abu Dhabi residents. International specialists. Critical thinkers. Problem solvers. Marketing connoisseurs. Trained to get straight to
The design world often looks to nature for inspiration, and Elaine Yan Ling Ng, a traditional
In pre-pandemic Oct 2019 (about 20 months ago) you wrote an article for magazine that
Britain’s most celebrated track and field athlete, Jessica Ennis-Hill, announced her retirement from professional sports at
Naomi Snelling buries herself in some inspiring works that bring meaning — and more — to
Visionary companies need a strong ideology and big, hairy audacious goals. Naomi Snelling looks back at
7 Unicorn Drive: From Start-up To A Billion Dollar Sale In 7 Years by Dani Polajnar
“When the middle class constitutes only 20–30 percent of the population, it may side with antidemocratic
CFI Must-Reads Title Postwar: A History of Europe Since 1945 Author Tony Judt ISBN 978-0-1430-3775-0 link
“The real purpose of the scientific method is to make sure nature hasn’t misled you into
“He sounded like Jean-François Revel, a French socialist writer who talks about one of the great
“Absolute truth is a very rare and dangerous commodity in the context of professional journalism.” For
“Man, unlike any other thing organic or inorganic in the universe, grows beyond his work, walks
Though 5,000 km apart, the UK, an economic leader in the world, and my emerging but
Early in November, the International Monetary Fund (IMF) paid homage to Chile’s economic resilience and progress.
Armenia is ready for its time in the spotlight. The landlocked country experienced a watershed moment
At the recent COP-26 climate summit in Glasgow, government officials and leaders of international organisations put
Chips — no, not the potato or chocolate kind, the electronic ones – are a driving
The pandemic has affected virtually everyone in the world, but its impacts have been hardest on
The man himself was unable to attend the proceedings in Davos – he has other commitments,
Concerned over widening geopolitical fissures, the World Economic Forum (WEF) has embarked on a quest to
Dutch Finance Minister and President of the Eurogroup Jeroen Dijsselbloem is worried that the increased insularity
How has your professional journey qualified and prepared you for being the Middle East Region MD
“The global coronavirus pandemic, which has already caused unimaginable devastation and hardship, has brought our way
Bashar Kilani oversees IBM business in the Gulf countries and the Levant, working with clients and
Following presentation of the Annual Investment Meeting  (AIM) Awards for FDI-agencies at a Gala Dinner at
Unveiling a major investment drive to upgrade its long-haul business and premium economy class services, British
An increasing number of businesses, including banks, are adapting their corporate structures and processes to incorporate
In over forty countries, oilfield services company Schlumberger is actively engaged in promoting science, technology, engineering,
Mobil Oil Nigeria Plc traces its proud history back to 1907. This top petroleum products marketing
Responsibility is at the heart of Old Mutual’s  success over the past 165 years and the
China Merchants Bank, headquartered in Shenzen and boasting 500 branches, is the 2014 winner of
With investor confidence solid and a booming economy, the Colombo Stock Exchange (CSE) is in a
With a passion for quality in both service and product plus an uncannily keen sense for
Managing the assets of private clients across the globe, Julius Bär Group maintains offices in over
Picture a world in which large power plants spewing noxious fumes into the atmosphere have been
According to the Judging Panel, ‘Nordea well understands the benefits that accrue to investors when
The Judging Panel rates BCI Investment Management very highly and has announced that the award
The Bolsa de Valores de Colombia (BVC) – a private organisation – was established in 2001
The Odebrecht Organisation is a very successful and highly diversified Brazilian group which is active in
Mercury Capital Advisors Group have perfected flat management within the company, creating a team where everyone takes
The CFI Judging Panel would like to congratulate Banco Interacciones on repeating its triumph of last
The Judging Panel has named BNY Mellon as winner of the prestigious award, ’Best Wealth
The Judging Panel is always delighted when winners repeat their success in subsequent years. It
There has been powerful performance at Bentley Motors, Middle East this past year. Dubai is the
Now that many of the global universal banks are returning to their core business and divesting
When we first started working with Expo and Etisalat Digital over six years ago, they had
A strong governance system has been the pillar of Al Fozan Holding’s consistent growth over the
The United Arab Emirates has successfully concluded the International Human Fraternity Virtual Summit (IHFS), an initiative
About Qatar and Digital What technology or digital trends should the Qatari leader watch out for
The world woke up on Monday 23 with higher international reserves for all countries. A new
Investments in recovering and maintaining a functioning marine ecosystem can form the foundation of a sustainable
FasterCapital is an online incubator/accelerator diverse and inclusive global company whose expert team works with partners
By Alison Buckholtz Additional reporting contributed by Savani Jayasooriya As the COVID-19 vaccine cavalry readies itself
Ambareen Musa, founder and CEO of financial aggregator marketplace Souqalmal, sees a glowing future for fintech
As the world moves deeper into the energy transition, new materials are needed to support technologies
When Rebecca Carter joined WiseEnergy as COO in February 2019, she was seeking to return to gets to know Andrés Sendagorta, president of private engineering and technology specialist the SENER Group.
When we first started working with Expo and Etisalat Digital over six years ago, they had bold and ambitious plans for what they wanted Dubai’s Expo to be. Now that it’s all over, we can say without argument that Expo2020 has lived up to those goals despite a global pandemic. It has been a privilege to be the Digital Services Partner of what ended up being a global mega-event. However, for Accenture, the key to success was not the scale, although that was impressive, but the personal experience that each visitor had.
Our role as a Premier Partner was all about creating one of the smartest and most connected places on Earth, but not just for the sake of it. The intelligence and connectivity had to be in service of a bigger goal: the Visitor Experience. Expo, Etisalat and Accenture worked out from the beginning that an individual personal experience for each visitor should be the golden thread that tied everything else together. So we set out from day one to put the visitor at the heart of our thinking.
When Accenture started to work with Expo2020, it had a straightforward plan that was right for that time, but two factors combined to cause significant disruption. Firstly, the pace of technology innovation was accelerating, significantly giving the potential to better understand and serve visitors. And secondly, what those visitors wanted and expected changed considerably over the years, not just because of the impact but also because of how they consumed services from other providers like Netflix, Airbnb and Google.
Today, with Expo now in the rearview mirror, we can see that the event proved an ideal platform to use the latest innovations and solutions to address many of the global challenges the world will face in a post-COVID era, such as the future of work, energy transition and social change all of which aligns strongly with Expo2020’s core themes of Sustainability, Mobility and Opportunity.
From an Accenture perspective bringing Expo to life was a living example of our purpose in action – delivering on the promise of technology and human ingenuity. To deliver the value that Expo was looking for required a truly One Accenture approach bringing together our expertise as a global leader in Strategy and Consulting, Interactive, Technology and Operations across more than 40 industries, all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers.
Helping the Expo bring its story to millions worldwide, Accenture developed Expo 2020’s visitor-facing digital channels, including Expo 2020’s official mobile app, virtual assistant, website, physical and digital Expo 2020 Map, as well as back end platforms as CRM, campaign management and customer profiling. The suite of digital channels leveraged Artificial Intelligence (AI), NeuroLinguistic Processing (NLP), and advanced analytics to ensure every individual’s accessible and relevant experience. Delivering a personalised experience to millions of visitors meant integrating over a dozen applications, systems and platforms from multiple vendors to create a straightforward ticket-purchasing journey and access control.
Our unified approach consolidated the various systems to optimise the end user’s experience. As a result, visitors benefited from a one-stop destination – a simple yet powerful, efficient, fast, and accessible cross-channel platform in the palm of their hands.
Our integrated intelligent systems for Expo teams, nations, vendors and suppliers – delivered end-to-end and integrated solutions, driving real connections. These intelligent systems supported various Expo teams from employee to participants and from visitors to partners to achieve their goals using resilient, reliable, and secure applications. For example, the Participant Portal, developed for Expo 2020, was a one-stop-shop for the more than 190+ participating countries and partners to submit their Pavilion designs, themes and content on an interactive platform that integrated authorisation, supply chain management and workforce licensing functions.
We also integrated and stage-managed the myriad components and applications behind the scenes, underpinned by our Services Delivery Platform (SDP). The SDP integrated data from more than 80 different applications, including third-party solutions and government authorities, orchestrating the digital journey for participants and visitors.
Our tailored services delivered via the Expo 2020 mobile app (which we developed) helped visitors pre-book specific time slots or reserve entrance timings as part of a smart queue management system. In addition, users could manage their bookings, send and share tickets, participate in a referral program and retrieve lost tickets.
Amal – an AI-powered Visitor Assistant developed in collaboration with Smart Dubai – helped gather information on shows and attractions and give live feedback throughout the six months of the Expo. Offering services on multiple platforms, including the Expo 2020 website and the mobile app, Amal processed and analysed volumes of information to answer visitors’ questions accurately and fast. The platform was designed to learn and automatically develop and improve offered services to visitors.
Finally, as a Premier Partner, Accenture had the opportunity to create and run a dedicated venue at the heart of Expo 2020 Dubai, which we called The Accenture Exchange, designed to show our clients and employees the best of what Accenture could offer and how we used it to help Expo. At the Exchange, we had some of Accenture’s most powerful, cutting-edge and engaging innovations for the duration of the Expo. As an immersive environment, the space showcased Accenture’s innovative demos in artificial intelligence (AI), blockchain, cloud, quantum computing, machine learning and, in the later months, the Metaverse. Demos included information security and customer relations solutions, e-ticketing technologies, AI-powered virtual assistants, geolocation services, and more. Over the six-month event, the Accenture Exchange hosted more than 1000 clients for events covering key areas such as sustainability, energy, health, travel and tourism, and global payments.
As I look back now at the six months that Expo was open and the six years we worked with Expo 2020 and Etisalat Digital to create the world’s most successful Expo, I am full of pride for what our One Accenture team achieved. We learned many things over that time, but more than anything, we learned that when you work in true partnership with your clients and partners and focus on putting the customer at the heart of everything, then nothing is impossible. I believe what we achieved at Expo 2020 will be the blueprint for future events, and not just other Expos, for years and that truly shows Accenture on its best day.
Author: Angelo Lorusso Managing Director and Accenture’s Client Account Lead for Expo 2020
The esteemed jury members for the AIM 2018’s Investment Promotion Agency (IPA) awards receives recognition for their kind support when
As the Financial Times pointed out recently, oil companies such as ExxonMobil and Shell would, under measures considered for the
Interview from February 2019, with Keiko Honda, Executive Vice-President and CEO of the World Bank Group’s Multilateral Investment Guarantee Agency Latest Cover


Leave a Reply

Your email address will not be published. Required fields are marked *