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Automation: The Lifeblood Of Digital TransformationRob Koplowitz, Vice President, Principal Analyst

June 4, 2018

We work with business and technology leaders to develop customer-obsessed strategies that drive growth.

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Where Automation Is Going Right to the intersection of opportunity and fear

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Digital transformation is nothing more than the buzzword du jour.

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Don’t fall for the digital illusion

What the customer sees

Customer journey

The Core

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What sat below the surface of the Tesla example?

Customer experience

The Core

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Customer experience

The Core

MobileCRMSocial monitoring

Supply chainVendor mgtLogisticsB2B …

Digital Process AutomationCustomer journey

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How We Will Get ThereSome of the journey will be familiar and some will be VERY unfamiliar

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Digital transformation is becoming the primary driver of process improvement initiatives

Source: The Growing Importance Of Process To Digital Transformation Forrester report

“What’s the primary focus of process improvement efforts for the time periods below?”

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Process professionals focus on the core, but they have embraced customer journey mapping…

“How do you plan to change or expand use of these process improvement methodologies in the next 24

months?”

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New approaches will address the long tailDigital transformation

happens out here:Content Mgt, DPA, low-code, RPA,

decisioning, and AI . . .

Source: Refocus Process Automation To Rescue Your Digital Transformation Forrester report

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An Equalizer Chart Contrasts Process Technologies

RPA, DPA, BPM, And DCM Platforms: The Differences You Need To Know

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An Equalizer Chart Contrasts Process Technologies

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This will take a new and far more complicated maneuver

What process used to be… What it needs to be…

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We’ll Have To Lean ForwardYour competitors are moving to emerging technologies

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It’s time to start testing the boundaries and laying the foundationMachines will push human boundaries

Bots will carry out tasks that used to require humans

Processes will securely and transparently cross traditional boundaries

The physical world will become first-class participants

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AI offers promise in three primary areas of process automation

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AI has fallen short of expectations, but pragmatism is on the way•Focus on:

- Data location and availability- Context of both solution and

user - Solutions that have

provisioned determined results

- On-going learning

Context

Learning

Data

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Be careful…

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Cause this won’t fly in court

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Process alignment

Change management

Technology

Strategy

User experience

This will be an on-going process

› Start with strategy and secure executive support

› Let Design Thinking be your guide

› AI will likely not be deterministic –think in terms of thresholds of accuracy

• Get executive support and customer experience buy-in

› Get help; some AI technology can be very compelling and also dangerous

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Rob Koplowitz+1 415 294-8026rkoplowitz@forrester.com