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In today’s fast-paced and competitive world, business depends on continual innovation. As customers’ expectations continue to grow, delivering a stellar customer experience is more important than ever before. Eliminating process inefficiencies and increasing productivity and innovation are critical to success.
To accomplish customer-driven innovation, businesses need a process transformation strategy that includes three key factors: automation, augmentation and rapid digital innovation.
Consider seeking to eliminate repetitive tasks and inflexible processes by automating significant parts of the process. This drives efficiencies at every stage, which leads to savings on costs, faster issue resolution and more opportunities for high-value customer interaction. A great example of automation in action: PNC Financial Services Group reduced the number of loan applications that the bank had to manually review by 80 – 90 percent.
Arming IT teams with cognitive capabilities empowers them to understand and anticipate customer needs early. As a result, they can make better decisions for the company. Augmentation is essentially about making people more effective. It hits at the heart of high-value customer interaction: stronger service, vendor management and knowledge work.
Rapid digital innovation
Processes that are redundant and cannot be adapted quickly to ever-changing business needs can hamper the flow of great ideas. Continual innovation is the lifeblood of growing and thriving organizations that focus on consistently delighting customers.
Accordingly, IBM process transformation capabilities aim to drive faster experimentation, which favors model-driven environments in the cloud. One example: Travis Perkins plc recognized that its customers’ expectations were shifting alongside growing trends in technology. With a process transformation solution, Travis Perkins created a high-quality customer experience that not only delighted their customers but also improved their own data collection process.
Embrace the cognitive era
Cognitive technologies open new avenues to connect with customers at every point of interaction. You can leverage actionable insights from data not available via traditional tools in business processes and decisions. Just a few examples include:
- Digital self-service and engagement solutions that take input, learn from that input with human assistance, put the content into context and make relevant, evidence-based recommendations.
- Faster information compilation for agent-assisted client interactions, employee onboarding and adding machine learning to human knowledge in the business moment.
- Improved triaging of issues by engaging the right person in the organization for a more efficient workflow.
Please join me at the business process trends and directions session at InterConnect 2017. The session is titled Automating work across the enterprise for stellar customer experience and top-line results. We’ll discuss more about infusing cognitive capabilities into your business operations. We will also be introducing you to our latest process automation innovations. NHT Blood and Transplant will be on-hand to share their own amazing success story with IBM Process Transformation. Hope to see you at InterConnect.