The pandemic shifted automation's pace, reshaping customer expectations, execution speed, and productivity. Mid-market businesses rely on intelligent automation for differentiated offerings.
The global pandemic has altered the pace of automation. Most enterprises have redefined their expectations of customer experience, speed of execution, employee productivity, and adaptability through automation programs. This is more evident in mid-market businesses that are aiming to provide differentiated offerings, and intelligent automation is seen as a key enabler for this.
Enhanced customer experiences will be the driving force for digitalisation in mid-market financial services firms. An increasing number of firms are looking to provide hyper-personalised advice to their clients through an interactive and seamless solution enabled by smart technologies and digital tools, and intelligent automation will be at the centre.
Automation CoE to garner attention: As enterprises race to achieve their automation goals, the adoption of multiple tools and solutions is likely to create disconnected silos. A cross-enterprise, centralised management system will be necessary to align the overall automation strategy, maintain focus on ROI, and ensure scalability. An automation centre of excellence and a managed services model will help businesses amplify the benefits of intelligent automation.
RPA to the cloud: With organisations focused on managed services and improving ROI in a work-from-home environment, more automation processes and workloads are moving to the cloud. Forrester predicts that the global public cloud infrastructure market will grow 35% to $120 billion in 2021, and automation will have a good share of this.
Citizen Automation: Putting the power of automation tools on every desktop is likely to gain traction in small, well-controlled groups rather than enterprise-wide adoption in 2021. Enterprises are likely to be more cautious about scaling citizen automation due to IT policies and security requirements. It also poses a huge challenge to the IT support staff, which needs to manage robots on every desktop and ensure systems do not break.
Process Mining and Process Discovery with Machine Learning and NLP: The emergence of process discovery tools that embed domain knowledge, industry reference architecture, and industry-specific process models and efficiency metrics could provide businesses with domain- and function-specific solutions that were previously too complex to automate.
There is no going back to the pre-pandemic way of doing things. As one of our panelists in the webinar on Building Business Resilience and Intelligent Automation said, the genie is not going back in the bottle, and enterprises will continue to evolve and figure out newer ways to increase value to customers.
Empowering enterprises with intelligent automation solutions for streamlined operations and accelerated growth.