Kevin Craine

How automating decision management helps organizations compete

Using sophisticated automation to support innovative business models and drive competitive advantage is nothing new for forward-thinking operations executives. Automation is also being applied to the decision-making process. After all, if it takes forever to respond to a customer request, or if the response is incorrect or unsatisfactory, it can be hard to keep up. […]

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The future of customer experience

2018 has been the year of customer experience and satisfaction. While a lot of discussion surrounds technologies such as machine learning and artificial intelligence (AI), under the hood, it’s all about customer experience. Provide a great one, digitally enhanced and frictionless, and you win. Provide a poor experience burdened with a last-century look and feel, […]

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The future of automating all types of work

There‘s a lot of excitement about business automation these days and for good reason. Developments including artificial intelligence, machine learning and robotic process automation bring the promise of transforming work as we know it. Those transformed work processes will operate in a completely different way: fully automated and autonomous, with smart machines doing the work. […]

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