Business Processes

News, trends and technology insights for business process services

5 things you need to do to scale robotic process automation

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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.

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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?

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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

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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

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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)

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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 […]

Transforming pharma’s customer value chain with digital technologies

by Satish Nair and Manjunath Shanabag Pharmaceutical companies struggle with a complex and, often, poorly managed partner, customer and distribution network. It’s not surprising, given the makeup of most large pharma companies. Large, often disconnected product portfolios are built through discovery — both internally and externally with academia and biotech partners — and global clinical […]

8 ways blockchain will change finance & accounting

Blockchain is rapidly evolving from hype to high-value technology with real-world applications in business. In 2017, blockchain began making its way onto the roadmap of business process services. Now it is emerging in full operational deployments and disrupting fundamental business processes related to buying and selling and converging into mainstream accounting technology used to record […]