It seems that everywhere we turn, we see stories of how Robotic Process Automation (RPA) and AI technologies can help us reinvigorate forgotten business processes, quickly delivering value at low cost to relieve administrative workers from the drudgery of repetitive task work.
And it’s true, RPA and AI technologies can play important roles in modern organizations as they seek to digitize operations and business processes. But RPA and AI by themselves are not enough for any organization wanting to drive strategic automation at scale. For this, you need to bring orchestration, and a bigger picture of process automation, into focus.
- The automation imperative
- Everything is connected to serve customers
- Organizations focus on experiences, but often neglect back-office processes
- The value of RPA
- The shortcomings of RPA
- Building an automation strategy based around a true process view, & how to scale for success
"It's really important that you start to think more deliberately about a platform approach because the problem you can run into if you don't think strategically is that by trying to connect your islands of innovation you end up just creating islands of automation.
You end up with lots of little integration and automation initiatives that aren't really connected up. With a platform approach you can you leverage a whole variety of different automation tools and techniques and do that in a strategic way that really understands use cases patterns and best practices. "
"The customer journey is really fundamentally all about flow and it's all about process. It's about all of the operations and it's about the right processes and it's also around the right moments of truth and decision point that live within those processes.
If your people can't make the right decisions at the right time with the right information and drive automation then all of your front end digital effort will be wasted. So you really have to line everything up and it's the process view that ties all this together."