ConferencesDigital TransformationRobotic Process Automation

Optimize or Automate? How RPA is redefining Rapid Cycle Improvement

Do you optimize first or dive right into automation?  To most the answer is obvious. It isn’t. Recently I chaired a Process Excellence conference for the OPEX Exchange in San Diego where leading companies from Financial Services, Pharma, Healthcare and other industries as well as BPM providers and top consulting firms participated in a workshop on that very question. We had all heard the expression, “automating a bad process just produces bad outcomes faster," so a quick poll of the group produced a clear consensus: optimize first, then automate. For decades, applying technology to improve the way business processes worked was no small undertaking, whether done through internal development or external purchase of an application or platform. From ideation to imp...

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ConferencesDigital TransformationStrategyUncategorized

Key Takeaways from The Second Annual Digital Convergence Conference

It was a privilege to co-chair again at the 2nd annual Digital Convergence Conference in New York this week hosted by the Outsourcing Institute (OI) and the Institute for Robotic Process Automation and Artificial Intelligence (IRPA).  Here are some key takeaways from our outstanding industry speakers, panelists and moderators: There is no straight road to digital transformation. There are many twists and turns, challenges and changes along the way. Top to bottom alignment and persistence are key to progress.  Getting all your data to the cloud has had tremendous benefits but it’s what we do with it now that will be game changing - feeding analytics and fueling machine learning. A year ago we talked about RPA as an entry point to Intelligent Automation. N...

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ConferencesDigital Transformation

Lessons from London

LESSONS FROM LONDON - takeaways from the OI/IRPA AI OAISS #DigitalTransformation event in London last week: - AI expected to create nearly $4 trillion in new value by 2022. - Digital Strategy is not about technology, but how customer experience  & process capability can be transformed by technology.   - Bot Career Path accelerating- fueled by data, analytics, cognitive and NLP - taking on new challenges, work we do not do today.   - Cloud is a game changing source of digital services, including AI.    - Automation COE's are moving beyond RPA, becoming R&D platforms from which AI applications are emerging.   - New operating models are required to take full advantage of digital.   - Process improvement outputs are key inputs to smart automation.   - Human/Dig...

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ConferencesDigital TransformationRobotic Process Automation

Optimize or Automate? How RPA is redefining Rapid Cycle Improvement

Do you optimize first or dive right into automation?  To most the answer is obvious. It isn’t. Recently I chaired a Process Excellence conference for the OPEX Exchange in San Diego where leading companies from Financial Services, Pharma, Healthcare and other industries as well as BPM providers and top consulting firms participated in a workshop on that very question. We had all heard the expression, “automating a bad process just produces bad outcomes faster," so a quick poll of the group produced a clear consensus: optimize first, then automate. For decades, applying technology to improve the way business processes worked was no small undertaking, whether done through internal development or external purchase of an application or platform. From ideation to imp...

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Conferences

Bringing Agility to BPO Governance and Pricing – Webinar

Digital BPO Webinar Series “Digital – The Key to Unlocking Operational Transformation” Bringing Agility to Governance & Pricing: September 13, 12:00-1:00 PM EST To become competitive, new approaches to contract governance and pricing are needed to complement increasingly digitalized and fast moving approaches to service delivery. This webinar will investigate the effectiveness of more agile approaches, with stronger impact on business outcomes. Featured Expert Speakers: John Willmott, CEO, NelsonHall Gregory North, President, Globe North LLP Carlos Hernandez, Partner, Avasant Register...

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Conferences

Outsourcing Institute Hosts Interview with Gregory North on BPO and Digital Transformation

Recently I had the opportunity to sit down with Outsourcing Institute President Daniel Goodstein for a virtual chat about trends in today's BPO market, what digital disruption and transformation represent as challenges and opportunities for BPO clients and providers, and suggestions to maximize the potential for success at this key moment in the evolution of BPO. To watch - click here:  http://oievents.com/oi-executive-interview-with-former-xerox-cpo-gregory-north/ Key points from the interview: • Lines are blurring between what we have traditionally called BPO and digital transformation.  There is no one metric tracking deal volume or growth rates, which vary radically from lower in areas like Call Center Outsourcing to higher in BPO cloud analytics and BPaaS. • Believ...

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Conferences

Outsourcing Institute Holding Digital BPO Innovations Conference – Gregory North to Co-Chair

The Digital BPO Innovations Conference being held in October in New York City is newly re-focused around the impact of Digital on BPO, to help industry leaders get together to discuss and strategize how the industry is rapidly evolving and enabling organizations to transform into digital enterprises. With a focus on the next wave of innovative technology trends and business models, this conference provides a beacon for sourcing and business executives to make strategic decisions and enable successful business outcomes. "Digital transformation is not just a challenge to the BPO market, it is a tremendous new lever. As consumers we see every day the power of converging internet, data and mobile technologies to change our lives. We expect that power to be harnessed to re-imagine work...

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