Business Processes

News, trends and technology insights for business process services

What is RPA and what does it mean for the OTC process?

manual-process-vs-RPA

Having more information at our disposal means that we’re able to make better business decisions. But there’s another outcome we’re discovering as well: As data grows, business processes multiply and expand. That’s because more data enables organizations to track, measure, report and audit more business facets than ever. And often, that added work includes mind-numbingly […]

Modernize your order-to-cash processes with digitisation and automation

automation-screen-imagery

Finance managers are at a crossroads. They want to lower costs, boost efficiency, and improve the cycle times of their order to cash (OTC) processes, but there’s no single path to achieve those goals. Should they stick with what they’ve got and wait for incremental updates, adding third-party bolt-ons wherever they can? Or should they […]

5 things you need to do to scale robotic process automation

scaling-RPA

Raise your hand if you have deployed one or more robots in your operations. Good. Now raise your hand if you have deployed one hundred or more robots. Not there yet? No worry, as that is currently the situation in most businesses. With robotic process automation (RPA) pilots almost everywhere, creating industrial scale has emerged […]

Is human-centered design at the heart of your customer experience? It should be.

hands-holding-heart-shape

Digital technologies are impacting every aspect of our lives, and companies have no choice but to transform and adapt. To earn customer loyalty and respect, we are expected to meet customers’ needs at every interaction. At the same time, it has become increasingly difficult to innovate effectively to meet those needs in today’s complex and […]

Are you really going to save money by moving to the cloud?

cloud-savings-piggy-bank

The number one reason most people move to the cloud is to save money. But, will you really? Sure you’re guaranteed to reduce your Capital Expenditure (CAPEX). But, if you’re not careful all you’ll end up doing is replacing your CAPEX expenses with cloud service Operating Expense (OPEX). So, before you sign the dotted line […]

Why is robotic process automation disappointing healthcare organizations?

by Michael Brouthers All healthcare organizations — on both the provider and payer side — struggle with three operational imperatives: maximizing revenues and operating margins, improving clinical outcomes, and optimizing administrative efficiency. The success or failure of these efforts directly determines the success or failure of the business. As a result, leadership is always on […]

The customer experience trends most likely to shape the industry in 2020

2019-to-202-written-on-beach-sand

We know business today is changing faster than ever. A few years ago customers made purchase choices based on the flyers they found in their mailboxes. They also felt more loyalty towards brands, partly because it was both difficult and time consuming to switch from one to another. Those days are over. Today’s ‘intelligent’ customers […]

How to avoid the bad kind of digital disruption

digital-disruption-metaphor

You often hear digital transformation described as a disruptive force — on markets, on business models, on processes, and more. In this context, disruption is viewed as a positive thing that creates new opportunities, and even new industries. For example, here’s a business-specific definition of disrupt from Cambridge Dictionary: to change the traditional way that an […]

Machine learning models can’t always handle reality (but most humans can)

question-marks-on-white-board

A growing number of enterprise leaders view artificial intelligence (AI) and machine learning (ML) as transformational technologies that can enable better decision-making, increase efficiency, eliminate human error, and lower costs. For many enterprise workers, however, the relentlessly consistent performance promised by intelligent machines looms as a threat to their jobs. After all, what human can […]

3 conseils pour automatiser votre expérience client

Décembre dernier, je me suis rendu au Customer Contact Week à Las Vegas, la grande messe mondiale des professionnels du service client. “L’automatisation est bien là”, c’est la conclusion de mes échanges avec les différents intervenants et conférenciers de cet évènement. Côté participants, la majorité d’entre eux ont exprimé l’urgence d’aller de l’avant, mais aussi […]