can we create future-proof organisations by understanding · environment, analytics, automation and...

An IDC InfoBrief, sponsored by Xerox CorporationCopyright IDC 2019 IDC #EUR145097019 1

Can We Create Future-Proof Organisations by Understanding Today’s Processes?


Authors:Mick Heys Mario Lombardo

IDC #EUR145097019

JUNE 2019

An IDC InfoBrief, Sponsored by



Understanding and questioning existing processes is the first step to creating intelligent workplaces through digital transformation (DX)

INTELLIGENTWORKPLACE

Understand and map existing

processes

Implement transformation

Plan transformation road map

Assess and question processes

SECURE

PRODUCTIVEEFFICIENT

Mapping and assessing existing processes is key to planning how to digitally transform businesses seeking higher levels of efficiency, productivity and security.

Do you understand how documents travel through your organisation?

Do you question how communication with customers takes place?

Are you missing opportunities because of legacy technology?



But what exactly is digital transformation?

DX is the implementation of disruptive technologies to create value and competitive advantage through new offerings, new business models and new relationships

S C A L I N G I N F R A S T R U C T U R E

The combination of core underlying technologies (mobility, Big Data/analytics, cloud and social) and innovation accelerators (IoT, cognitive/artificial intelligence [AI], augmented and virtual reality, etc.) has produced what IDC defines as the 3rd Platform — the third revolution in computing. Compared with previous platforms (the 1st built on terminal-mainframe and the 2nd on PC-client) the 3rd Platform drives innovation at a totally new order of magnitude, profoundly reshaping how organisations function and enhancing customer experience. “Customer” here has a wider meaning — clients, employees, partners, etc.

CUSTOMER EXPERIENCE

DX enhances customer experiences through:

Partners

Clients

Convenient collaboration

platforms

Seamless online/offline

communication

Intuitive interfaces

Employees



DX is not about being 100% digital but about seamless digital/physical transitions

Online Digital

Offline Physical

PREDICTION

The ability to shift processes from offline to online continues to build the idea of “ATAWAD” — any time, anywhere, any device

But the physical aspect is still a critical need for employees and stakeholders as businesses were built on physical and inevitably need to integrate with digital

Core DX technologies such as cloud, mobility, Big Data and analytics continue to streamline existing business processes and

open up a range of new processes

But real DX is not about shifting 100% to digital — it’s about fostering

seamless integration of digital and physical, online and offline

Organisations have to find the right physical/virtual balance by considering the three

dimensions of people, technology and workplace.

of G2000 companies will have adopted a future workspace model — a flexible, intelligent, collaborative virtual/physical work environment — to improve employee experience and productivity.

By 2021

60%

SEAMLESS TRANSITION



DX is about leveraging the full potential of information/data

Organisations access huge amounts of data but often not in the right format; some processes create critical information but often this is either siloed or not captured at all

When implemented in a secure environment, analytics, automation and AI:

Break down silos and capture incompatible and unstructured information (customer product reviews, service delivery issues, etc.)

Convert information into high-value actionable data (anticipating customer issues and acting proactively, for example)

Optimise the company workflow and improve overall efficiency

DIGITALLY TRANSFORMED INFRASTRUCTURE

Optimised workflow

Data-centric digital platform

Structured

Unstructured

OUTBOUND INFORMATIONINBOUND INFORMATION

Security-first approach

Actionable data

Structured insight

Security-first approach

LEGACY INFRASTRUCTURE

Security/compliancethreats

MiscommunicationInefficient workflow

Structured

Unstructured

Duplication of tasks

OUTBOUND INFORMATIONINBOUND INFORMATION

Security/compliancethreats

Loss of data

Loss of data

SiloSilo SiloIntrusion

of organisations will have deployed a data-centric digital platform by 2020. Failure to leverage critical data will lead to a loss of competitiveness.60%



DX is about enhancing customer experience and understanding how customer processes really work

CUSTOMER EXPERIENCE

Partners Clients Employees

How do customers

communicate?

How do customers

utilise information?

How do customers interact in digital and

physical environments?

How do customers go about day-to-

day tasks?

Which mechanical tasks do customers

perform?

How much time/money do customers

waste looking for badly managed information?

What is the potential cost of unsecure/non-compliant environments?

KEY QUESTIONS

By 2021, at least “Customer” of G2000 companies will actively monitor and manage employee experience.60%



It’s about implementing key technologies to understand processes and dramatically improve them

AI: systems that learn, reason and self-correct — hypothesise and formulate possible answers

Business workflow automation: automate and effectively deploy

and manage workflows to improve bottom-line results and drive

competitive differentiation

Robotic process automation (RPA) software is designed to automate

or augment manual repetitive tasks

Security: a comprehensive security approach is becoming increasingly

popular; data security, privacy and DLP are key to implementing

analytics, automation and AI

Analytics: services provided to help clients deploy effective decision support and statutory reporting solutions

KEY TECH TO UNDERSTAND/

IMPROVE PROCESSES

ANALYTICS

SECURITYARTIFICIAL INTELLIGENCE

AUTOMATION/ROBOTICS

35% of buyers say the top challenges when working with analytics service partners are to do with providers’ inability to offer a solid security layer and ensure data/information privacyIDC’s 2018 Worldwide Business Analytics Buyer Survey



ANALYTICS AUTOMATION/ROBOTICS

DX is happening

Security: data control, security and privacy will become ever more prevalent and enterprises will need to be transparent and strategic about how they address them

By 2022,

75% By 2024,

50%

By 2024,

20%

of IT operations will be supplanted by analytics or AI-driven automation, resulting in opex savings of more than 25%

of structured repeatable tasks will be automated — resulting in greater efficiency

The RPA software market is set to boom to $3.7 billion — with a 2017–2022 CAGR of 49.3%

of knowledge workers will have AI or other digital technologies as a “coworker” — resulting in higher productivity

SECURITYARTIFICIAL INTELLIGENCE



Dramatic impact across all industries …

Verticals such as finance and retail have been at the forefront of AI/analytics-driven road maps, but the new paradigm is rapidly spreading across all verticals, adding enormous value to critical processes

Customer experience and behaviour analytics • Find new ways to segment customers (patients) based on behaviour (records) to provide a more personalised service

• Optimise pricing throughout the product life cycle• Predict and resolve customer(patient) issues rapidly

• Analyse data from deployed machines• Implement predictive maintenance• Implement just-in-time supply chains

• Prevent cyberattacks • Detect cyberthreats• Learn and predict

• Gather quantifiable service usage data• Make data-driven decisions on product and

marketing strategies• Understand value by customer segment

Asset performance and management

Cybersecurity and fraud analytics

Service usage intelligence

FINANCE RETAIL HEALTHCARENew AI/analytics-driven solutions are enabling companies of all sizes to:UTILITIESMANUFACTURING



… and potentially endless impact when combining different technologiesDX opens up a range of cutting-edge scenarios for workplaces that combine DX technologies to achieve smarter processes, and the convergence of Big Data, analytics, AI, high-performance computing and sophisticated machine learning capabilities enables companies to enhance knowledge worker activity

The right combination of DX technologies can make workplaces more efficient, productive and secure.

• Commercial proposals• Employment offers• Partnership agreements

• Preventing, detecting and protecting• Securing paper documents• AI-based threat detection

Automate and assist authoring processes by writing and submitting:

Advanced and predictive analytics:

Comprehensive security:

Digital assistant: AI-driven systems capable of enhancing human-led processes through:

• Discover relationships in data • Make predictions that are hidden,

not apparent or too complex

• Dynamic learning in real environments

• Directives and suggestions• Context-aware guidance

Machine learning– driven apps

Workplace usage analytics

Predictive analyticsCR analyticsWorkforce analytics

Collaborative authoring assistant

Comprehensive security

AR digital assistants for knowledge workers



This is why it is important for your company

By 2021, 60% of G2000 companies will have adopted a digital/physical balanced future workspace model.

Organisations that fail to do so will be less efficient and will have higher operational costs and lower margins.

Across all industries start-ups built on digital foundations are changing the rules of the game, challenging traditional players running legacy infrastructure. They are enhancing their products and services, making them faster to market, more convenient and more intuitive.

Companies stuck in legacy infrastructures that are not leveraging DX technology such as cloud, mobility, Big Data, analytics and automation to enhance customer experiences will not be as competitive and will lose customers.

By 2021, at least 60% of G2000 companies will actively monitor and manage employee experience and utilise it as a key differentiator.

Companies that fail to do so will struggle to attract and retain the best talent in the market.

Facebook has already been fined by the UK’s data protection watchdog. With GDPR now in place, the financial risks for lack of protection or mismanagement of personal data of customers and employees are much greater.

Companies not investing in a DX-enabled secure and compliant workflow face huge financial risks.

MONEY CLIENTS

PEOPLE MORE MONEY

Copyright IDC 2019 IDC #EUR145097019 11


An IDC InfoBrief, sponsored by Xerox Corporation



This is how your company should go about it

Align transformation initiatives with core business objectives — DX leads to greater efficiency but also opens up completely new business opportunities.

Implement a security/compliance-first approach for all DX initiatives.

Act fast — your competitors are already on it. It’s riskier to wait than to adopt.

People are important — keep “experience” at the centre and find the perfect balance between human/technology, physical/virtual and online/offline.

Avoid patchy DIY approaches and consider third-party providers of comprehensive workplace transformation solutions.

Identify critical siloed data — implement a data platform to break down silos and generate high-value actionable data.



International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. IDC helps IT professionals, business executives, and the investment community make fact-based decisions on technology purchases and business strategy. More than 1,100 IDC analysts provide global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries worldwide. For 50 years, IDC has provided strategic insights to help our clients achieve their key business objectives. IDC is a subsidiary of IDG, the world’s leading technology media, research, and events company.

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