Predictions for 2019 and beyond all point in the same direction – putting the client at the heart of all activities is likely to further stimulate the erosion of organizational silos around the front, middle, and back office. In turn, this will lead to the emergence of new, borderless, client-centric organizations that optimize the way value creation is executed.
It, therefore, won’t come as any surprise that embracing intelligent automation (IA) powered by the automation “golden triangle” of robotic process automation (RPA), artificial intelligence (AI), and smart analytics – combined and aligned with a deep understanding of processes – is paramount for any organization wishing to reach the goal of a single, aligned office.
Converging organizational silos will plug into broader ecosystems – driven by blockchain and the Internet of Things (IoT) – resulting in a hyper-connected enterprise that creates new sources of value through collaboration of multiple organizations.
We will witness a greater emergence of digital talent in the coming years (currently in a short supply across the world). The most ambitious individuals are already investing into their future by signing up to nanodegrees (e.g., Udacity) and attending intelligent automation academies offered by some of the world’s top employers. This will help organizations embrace the technology-related complexity on their journey towards a client-focused, aligned office able to successfully operate and compete in the hyper-connected B2B world.
I also agree with Phil Fersht from HfS* that while we have successfully managed to define the why (enhanced client experience, revenue growth, and operational optimization), addressing the how will continue to gain further traction to close the gap between aspirations and reality. Change management refreshed by intelligent automation is already helping to drive adoption and mitigate the risk of exponential expectations hampered by linear execution.
IA execution requires a combination of modern consulting driven by design thinking and strong transformation methodologies such as our ESOAR (Eliminate, Standardize, Optimize, Automate, Robotize), the industry and domain expertise we embed in our Digital Global Enterprise Model©, and the combination of process and technology that has resulted in our “Five Senses of Intelligent Automation” (see the Methodology section).
As a strategic partner of choice for leaders on their transformation journey in the digital era, Capgemini truly differentiates itself through:
- An end-to-end IA approach – from ideation to production.
- Focus on business outcomes, taking human impact into account – from “lights-out” autonomous factories to empowered employees.
- Realistic, pragmatic, and aligned with where most clients are with IA today.
- Focus on trust and ethics, with a strong reputation as a trusted partner with focus on transparency, privacy, and security.
- Walk the talk – adopting IA across our own business.
“By 2021, our vision is to shape the future of business operations with intelligent automation, creating outstanding value” – what a remarkable vision for Capgemini’s Business Services!
I invite you to read on to learn more about how we’re making this vision a reality.