Mindsets to Embrace
To build an intuitive operating model takes more than technology, skills and resources. It’s a mindset shift, across three dimensions:
Get fluent in, and comfortable with, data
Our recent research shows that by 2023, businesses globally will increase their use of AI-enabled processes and resources for complex decision making by 50%. Just as most stock trading is now undertaken by intelligent machines, complex business decisions will increasingly be made more quickly and effectively through AI. When the insights from data are front and center of business conversations, every action becomes a confident, swift and strategic choice based on the best available real-time information.
Find the win-win-win in automation
Technology-powered business models are essential for meeting the speed, efficiency and accuracy needed today. But autonomous should not mean human-less: in fact, “inefficiencies” in the checkout line can be hugely valuable in both human and monetary terms. “Win-win-win” automation benefits the customer, the employee and the business. It requires businesses to balance human empathy, judgment and creativity with the precision, speed and efficiency of intelligent automation.
Put people first
Business processes are the layer between the technology that powers your operations and the experiences you deliver: They shape the customer journey and future relationship with your organization with every interaction. Staying relevant requires keeping people as your North Star and putting these processes in the service of delivering high-value, highly personalized experiences for customers and partners — and making your employees more efficient, productive and satisfied in their work.
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