Many of today’s enterprise automation initiatives are delivering lackluster results due to too much focus on tinkering with technology and too little focus on optimizing processes and enabling humans to prioritize high-value work. This was the overwhelming factor uncovered at a recent Capgemini-supported HFS roundtable conversation with two dozen enterprise automation leaders to explore strategies for creating a digitally augmented workforce.
Contrary to popular belief, process automation is not about getting rid of humans – it’s about augmenting them. Intelligent automation technologies such as robotic process automation (RPA) and artificial intelligence (AI) have the ability to change how work is done through process transformation supported by a hybrid workforce of humans augmented by digital technologies. However, the roundtable explored strategies for creating an effective augmented workforce at scale with an emphasis on striking a balance between the required components of people, process, and digital technologies.
This report by HFS’s Sarah Little, Hailey Corr, Elena Christopher, and Phil Fersht outlines some of our core findings and observations from the roundtable conversation.