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 […]

Price alert: What state transparency laws will mean for pharma companies

by Manjunath Shanabag and Satish Nair Pharmaceutical and biotechnology companies are under pressure to manage their complex pricing environment in the wake of new state laws on price transparency. These laws were passed to deal with ongoing concerns about the growing cost of healthcare in the United States. In response, state governments have been taking steps […]

Automatisation : l’empathie au cœur de l’expérience client

robot-and-human-touch

Il y a un important matraquage médiatique sur le marché de l’automatisation et de la robotisation. Des termes tels que agents virtuels, assistants virtuels, agents cognitifs, robots et chatbots sont présents dans presque toutes les conversations, en interne comme en externe, de l’entreprise. Des articles sur le potentiel de l’automatisation et des robots de style […]

Want to realize the potential of automation? Focus on an empathetic experience

robot-and-human-touch

by Nelson Wahrhaftig There is significant hype in the market about automation and robotization. Terms such as virtual agents, virtual assistants, cognitive agents, robots and chatbots are present in almost all conversations inside and outside the corporate realm. Articles about the potential for automation and humanoid-style robots appear frequently in all forms of media – […]

Why we renamed our BPO business, and why we might have to do it again soon

by Bob Law During a recent meeting, I was going through our site capacity and labor cost and turnover figures, forecasting the impacts of further automation on our sites and teams, when I drifted off into one of those “remember when” moments. I began to recall the strategies that, long ago, drove our vision of […]

Digital transformation: Achieve continuous improvement with BPM

by Sidnei Falcão I have observed in recent years that digital transformation has been radically changing peoples’ day-to-day work environments and companies’ business scenarios. These transformational developments span social media, 3D printers, Internet of Things (IoT), nanotechnologies, robotics and artificial intelligence, among others. Having worked with methodology and tools for business process management (BPM) since […]

Future-proof finance and accounting with these five digital innovations

by Sam Victor The role of finance and accounting (F&A) is changing rapidly, and with that change comes growing recognition of the opportunities presented by evolving digital technologies. Previously focused on number crunching and reporting profitability, F&A is now playing a larger role in the growth of the business — driving a better customer experience […]

Less is more: Minimal effort is the new measure of the “always-on” customer

by Els Van Hauwermeiren Today’s world is one of too much: too much work to do, too many communication streams and too much information. We are striving to keep up, but inevitably we’re falling behind, sometimes leaving us with a nagging sense of failure that is hard to shake off. We feel overwhelmed by “busy-ness” […]

From agents to chatbots: Techno-savvy customers force the “revolution”

by Roger Laughlin Times have changed.  In the 70s, 80s and 90s people wanted the fastest way possible to speak to an agent.   Today, for me anyway, talking to an agent is my last resort.  Give me a good website with the information I need.  If I need additional help, give me a chat window […]

How to deploy agile process automation to simplify your back office

By Dick Steiner If your organization is like many, your back-office business processes need help. Some of these processes may no longer be executing as designed, requiring time-consuming (and costly) manual adjustments and corrections. Others may have grown over time to become so complex, they’re actually bottlenecks. Fortunately, a new approach to process automation can […]