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Automation and the Back Office
By Rob Brindley
Many high-volume, repeatable business processes are prime candidates for Robotic Process Automation, the class of software that learns from users how to perform tasks. Beyond RPA, advances in cognitive computing may soon lead to more sophisticated problem-solving. But deciding how and where to implement software bots takes human judgement. Only a careful plan will ensure a sound return on investment.
Improving the Technology Experience
By Lisa Borden
Companies that invest in employee-facing technologies need to know how they are working. Leading IT departments are finding that first-hand feedback from technology end users can provide a more holistic view of the quality of service delivery and the impact of their investment.
The Signposts to Smarter Operations Point to Global Business Services
Shared services and outsourcing have become such common operating models that the majority of large enterprises use some combination of both, often times with many different internal and external service providers dispersed across business units and individual functions. And, while the increase in adoption rates shows that these operating models continue to prove their cost effectiveness, the lack of coordination and integration across disparate service towers hinders the potential of their transformational value.