Digital Technologies driving the Next Phase of Digital Transformation

"I believe that tomorrow would be better served if we adopt our ‘digitalCOLLEAGUEs’ into the mainstream, and design workflows that enhance the humanity of our workforces."

Ritesh Jain

VP & Head of Automation – DPO, HCLTech

"With automation and AI/ML gaining traction and the roles of executives undergoing a change, analytics will be the key enabler of the resultant transformation."

Namratha Dharshan

Research Director, ISG

More than 70% of organizations agree that their executives are active participants in their automation strategy.
Resistance to organizational changes is the second biggest obstacle to successful automation initiatives.
91% of the enterprises notice an improvement in employee experience as a result of automation initiatives. This allows them to spend less time on manual, time-consuming tasks and engage more on high value, strategic tasks.
Nearly 50% of the enterprises believe they can always find new tasks or higher value tasks for employees impacted by automation.

The Inevitable: Digital Technologies driving the Next Phase of Digital Transformation and Operational Excellence

Automation has become the de-facto technology for several functions within the business process industry. It addresses data entry, data processing on several fronts, as well as data extraction in some cases. Increasingly, automation efforts and investment are largely focused on routine, mundane tasks including transactional, and processing-intensive operations.

In this perspective by ISG and HCLTech, the authors share insights on the potential of digitalCOLLEAGUE which elevates the role of the human workforce, and how it transforms the way transactions are processed across business operations.

Unspoken Correlation Between Employee and Customer Experience

Undoubtedly customer experience has gained more importance now than ever. Enterprises continue to explore endless possibilities of providing seamless and enriching customer experience. However, they miss seeing the larger picture of customer experience that is enabled from inside the organization.

Interfacethat invites usage

Organizations must invest in tools and technologies that are easy to use, can integrate with existing systems, and helps employees use the tools effectively to become more efficient

Honing digitaltransformation skills

With changing technology landscape, training employees to use tools effectively, leverage analytics, and apply them to improve business outcomes is an imperative

ChangeManagement

A strong change management is crucial to enable digital transformation. Having relevant and improved metrics alongside strong leadership to foster the change is important