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© 2018 FORRESTER. REPRODUCTION PROHIBITED.
Automation: The Lifeblood Of Digital TransformationRob Koplowitz, Vice President, Principal Analyst
June 4, 2018
We work with business and technology leaders to develop customer-obsessed strategies that drive growth.
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Where Automation Is Going Right to the intersection of opportunity and fear
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Digital transformation is nothing more than the buzzword du jour.
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Don’t fall for the digital illusion
What the customer sees
Customer journey
The Core
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What sat below the surface of the Tesla example?
Customer experience
The Core
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Customer experience
The Core
MobileCRMSocial monitoring
Supply chainVendor mgtLogisticsB2B …
Digital Process AutomationCustomer journey
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How We Will Get ThereSome of the journey will be familiar and some will be VERY unfamiliar
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Digital transformation is becoming the primary driver of process improvement initiatives
Source: The Growing Importance Of Process To Digital Transformation Forrester report
“What’s the primary focus of process improvement efforts for the time periods below?”
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Process professionals focus on the core, but they have embraced customer journey mapping…
“How do you plan to change or expand use of these process improvement methodologies in the next 24
months?”
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New approaches will address the long tailDigital transformation
happens out here:Content Mgt, DPA, low-code, RPA,
decisioning, and AI . . .
Source: Refocus Process Automation To Rescue Your Digital Transformation Forrester report
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An Equalizer Chart Contrasts Process Technologies
RPA, DPA, BPM, And DCM Platforms: The Differences You Need To Know
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An Equalizer Chart Contrasts Process Technologies
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This will take a new and far more complicated maneuver
What process used to be… What it needs to be…
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We’ll Have To Lean ForwardYour competitors are moving to emerging technologies
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It’s time to start testing the boundaries and laying the foundationMachines will push human boundaries
Bots will carry out tasks that used to require humans
Processes will securely and transparently cross traditional boundaries
The physical world will become first-class participants
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AI offers promise in three primary areas of process automation
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AI has fallen short of expectations, but pragmatism is on the way•Focus on:
- Data location and availability- Context of both solution and
user - Solutions that have
provisioned determined results
- On-going learning
Context
Learning
Data
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Be careful…
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Cause this won’t fly in court
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Process alignment
Change management
Technology
Strategy
User experience
This will be an on-going process
› Start with strategy and secure executive support
› Let Design Thinking be your guide
› AI will likely not be deterministic –think in terms of thresholds of accuracy
• Get executive support and customer experience buy-in
› Get help; some AI technology can be very compelling and also dangerous
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Rob Koplowitz+1 415 [email protected]