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HfS Webinar Slides - Achieving Intelligent Automation in Business Operations

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Attend a live webinar: www.hfsresearch.com/webinars/
Watch the webinar replay: http://www.hfsresearch.com/webinars/achieving-intelligent-automation-in-business-operations

Optimizing operations through Robotic Process Automation (RPA) and machine learning present significant promise for global enterprises, particularly as they look to unlock value from decades-old operating models and relationships (BPO and/or shared services) for success in the Digital future.

However, success stories of automation at scale (at least those publicly reported) are limited; while the Banking, Financial Services and Insurance industries seem to be leading the way, many organizations are grappling with how to get an effective strategy and operating model in place. They struggle with myriad tool choices and struggle to understand robotic vs. machine learning vs. cognitive approaches to automation.

Experts from HfS Research, Hexaware, and HSBC will discuss the results from a global study of the state of practice in automation conducted across several enterprises in varying stages of automation adoption.

Attend and learn:
- Where are global enterprises in their automation journey today?
- Implementing automation at scale - key insights and best practices
- What to consider for automation strategy and tools; especially as it pertains to RPA and beyond
- Operating models that global enterprises are adopting or considering
Approaches to driving culture change

Speakers:
- Brian Halpin, Head of Automation, HSBC
- Chinmoy Banerjee, EVP and Global Head of BPS, Hexaware
- Phil Fersht, CEO and Chief Analyst, HfS Research
- Tom Reuner, Senior Vice President, Intelligent Automation and IT Services, HfS Research
- Reetika Joshi, Research Director, Operations & Analytics Strategies, HfS Research

Published in: Business
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HfS Webinar Slides - Achieving Intelligent Automation in Business Operations

  1. 1. HfS Webinar Achieving Intelligent Automation In Business Operations July 2017
  2. 2. © 2017 HfS Research Proprietary │Page 2 Today’s Speakers Phil Fersht CEO and Chief Analyst HfS Research Brian Halpin Head of Automation, HSBC Tom Reuner Senior Vice President, Intelligent Automation and IT Services, HfS Research Chinmoy Bannerjee EVP and Global Head of BPS, Hexaware Reetika Joshi Research Director, HfS Research
  3. 3. © 2017 HfS Research Proprietary │Page 3 The Future of Operations: The Digital OneOfficeTM Organization
  4. 4. © 2017 HfS Research Proprietary │Page 4
  5. 5. © 2017 HfS Research Proprietary │Page 5 How would you describe your organizations current Automation strategy? Only 2% Of Enterprises Admit To Not Having An Automation Strategy 31% 20% 18% 17% 13% 2% We are integrating in our service delivery We are in the process of formulating a strategy We have built/are building a Center of Excellence Project use/case focused We are mandating this as a requirement for our service provider We don’t have one Source: “State of Automation 2017” Sample: Enterprise Buyers = 400
  6. 6. © 2017 HfS Research Proprietary │Page 6 Automation Opportunity Vast & Untapped
  7. 7. © 2017 HfS Research Proprietary │Page 7 Worldwide Global Robotic Process Automation (RPA) Market, 2016-2021 73 113 153 192 232 272 198 330 476 630 790 952 63% 42% 31% 24% 20% 0% 10% 20% 30% 40% 50% 60% 70% 0 200 400 600 800 1000 1200 1400 2016 2017 2018 2019 2020 2021 RPA Software RPA Services YoY Growth USD Million $271m $1224m $629m $1022m $822m $443m Source: HfS Research 2017
  8. 8. © 2017 HfS Research Proprietary │Page 8 Worldwide Business Process Automation Market, 2016-2021 0,7 1,4 2,1 2,8 3,5 4,1 4,4 5,3 6,1 6,9 7,7 8,6 5,1 6,6 8,2 9,7 11,2 12,7 2016 2017 2018 2019 2020 2021 Automation - External Services & Software Automation - internal operational spend USD Billion • External Professional Services: Relates to all external spending focused on developing business process automation strategies / roadmaps and the use/ implementation of automation with business functions. • Internal Operational spend: Includes internal and external spending on automation – change management, IT and operational teams focused on process automation and automation use as part of existing business process management initiatives.
  9. 9. © 2017 HfS Research Proprietary │Page 9 RPA is less that 10% of the Global Business Process Automation Market 0,3 0,4 0,6 0,8 1 1,2 4,8 6,2 7,5 8,9 10,2 11,5 30% 23% 19% 16% 13% 0% 5% 10% 15% 20% 25% 30% 35% 0 2 4 6 8 10 12 14 2016 2017 2018 2019 2020 2021 RPA Other BPA Growth (YoY) USD Billion $5.1 Bn $6.6 Bn $8.2 Bn $9.7 Bn $11.2 Bn $12.7 Bn Source: HfS Research 2017 • Business Process Automation is the use of technology to allow a business function or part of the operation of a process workflow work automatically. It includes the use of RPA, BPM suites, custom scripting, AI and related technologies.
  10. 10. © 2017 HfS Research Proprietary │Page 10 AI & RPA Process Automation Market, 2016-2021 0,7 1,1 1,6 2,0 2,4 2,7 0,3 0,4 0,6 0,8 1,0 1,2 1,0 1.4 2,2 2,8 3,4 3,9 2016 2017 2018 2019 2020 2021 AI Automation Spend RPA Spending USD Billion Artificial Intelligence, in this context, refers to the simulation of human thought processes across enterprise operations, where the system makes autonomous decisions, using high-level policies, constantly monitoring and optimizing its performance and automatically adapting itself to changing conditions and evolving business rules and dynamics. It involves self-learning systems that use data mining, pattern recognition and natural language processing to mimic the way the human brain works, without continuous manual intervention.
  11. 11. © 2017 HfS Research Proprietary │Page 11 400 participants involvement in buying decisions related to technology and services that include automation tools and services used to improve their organizations internal operations and business processes. The interviewing was conducted in May and June 2017 with a combination of telephone and online surveys. Methodology & Study Demographics Source: “State of Automation 2017” Sample: Enterprise Buyers = 400
  12. 12. © 2017 HfS Research Proprietary │Page 12 Satisfaction with RPA Installs: Still a Nascent Market Source: HfS Research, “State of Automation 2017 ” Sample: n=136 Buyers of RPA
  13. 13. © 2017 HfS Research Proprietary │Page 13
  14. 14. © 2017 HfS Research Proprietary │Page 14 The 2017 HfS Automation Maturity Model for Enterprises Automation maturity Goal Impact on current process Target areas Deployment model Scalability focus Data usage focus “Bot” lifecycle Intelligent Automation alignment Level 4: Integrate + Service delivery synchronization Re-imagined processes End-to-end enterprise processes Integrated “bots” managed independently End-to-end enterprise processes Used for solving business problem “bots” as shared capability across client available on demand Integrated solutions across RPA and AI Level 3: Institutionalize + Standardized process delivery Re- engineered processes Processes with judgment- based tasks Shared pool of co-ordinated “bots” Across standardized processes Used to re- engineer process “bots” as shared capability across client available on demand Investigating alignment between RPA and Artificial Intelligence (AI) Level 2: Implement + Process efficiency and effectiveness Looking for common process components Processes with unstructured data Co-ordinated “bots” Common shared processes Used for driving process efficiency Dependent on each client and process RPA dominates Level 1: Investigate Cost-reduction As-is / no- change Simple rule- based Individual “bots” Specific tasks / processes Used for performance management Not specified No alignment
  15. 15. © 2017 HfS Research Proprietary │Page 15 Today’s Speakers Phil Fersht CEO and Chief Analyst HfS Research Brian Halpin Head of Automation, HSBC Tom Reuner Senior Vice President, Intelligent Automation and IT Services, HfS Research Chinmoy Bannerjee EVP and Global Head of BPS, Hexaware Reetika Joshi Research Director, HfS Research
  16. 16. © 2017 HfS Research Proprietary │Page 16 Decision Making in Automation
  17. 17. © 2017 HfS Research Proprietary │Page 17 Automation Really is in the Eye of the Beholder
  18. 18. © 2017 HfS Research Proprietary │Page 18 HfS Sees Intelligent Automation as a Continuum Today trigger based Characteristic of process rules based dynamic language rules based standardized language Structured Characteristic of data/information Unstructured without patternsUnstructured patterned Data Center Automation: Runbook Scripting Scheduling Job control Workload automation Process orchestration SOA Virtualization Cloud services RPA Cognitive Computing Artificial Intelligence BPM Workflow ERP
  19. 19. © 2017 HfS Research Proprietary │Page 19 How is the decision-making process for automation capabilities organized within your enterprise? Decision Making For Automation: Broad Set of Stakeholders, Narrow Set of Decision Makers Source: “State of Automation 2017” Sample: Enterprise Buyers = 400 18% 21% 22% 24% 24% 27% 28% 29% 35% 57% 54% 15% 48% 42% 51% 48% 44% 47% 49% 44% 51% 32% 31% 43% 13% 11% 18% 21% 11% 19% 20% 21% 11% 10% 15% 39% 21% 27% 10% 8% 21% 7% 4% 7% 4% 1% 1% 3% External Consultants Channel Partner Data center Manager Purchasing Manager Internal Panel of experts/business leaders Procurement department Finance Department Line of Business director CFO/Finance Director CIO / IT Director CEO Management Board Decision Maker Influencer Stakeholder No role The C-suite plays a critical role in setting the automation strategy
  20. 20. © 2017 HfS Research Proprietary │Page 20 Please pick the most influential source of information. Where are customers getting their information? 18% 17% 16% 13% 14% 12% 11% Industry analysts Case studies Internal procurement expertise Conferences In-house desk research Sourcing advisors External consultant Source: “State of Automation 2017” Sample: Enterprise Buyers = 400
  21. 21. © 2017 HfS Research Proprietary │Page 21 The Execution and Market Dynamics of Automation with Business Operations
  22. 22. © 2017 HfS Research Proprietary │Page 22 How would you describe your organizations current Automation strategy? Only 2% Of Enterprises Admit To Not Having An Automation Strategy 31% 20% 18% 17% 13% 2% We are integrating in our service delivery We are in the process of formulating a strategy We have built/are building a Center of Excellence Project use/case focused We are mandating this as a requirement for our service provider We don’t have one Source: “State of Automation 2017” Sample: Enterprise Buyers = 400
  23. 23. © 2017 HfS Research Proprietary │Page 23 When, if ever, do you believe AI automation to be applicable for you within the following processes Source: “State of Automation 2017” Sample: n=219 Non Buyers of AI 24% 26% 29% 29% 30% 32% 32% 33% 38% 32% 34% 33% 37% 38% 33% 35% 34% 32% HR Procurement Master Data Management Finance & Accounting Supply Chain Customer Service Industry specific processes Marketing IT including service desk Within the next year In the next 1-2 years from now AI Adoption Is On A 2- Year Horizon For 60-70% Of Clients Surveyed When, if ever, do you believe AI automation to be applicable for you within the following processes Source: “State of Automation 2017” Sample: n=400 All AI Techniques & Solutions Are Getting Evaluated 37% 42% 37% 41% 45% 19% 18% 21% 23% 21% 23% 21% 24% 19% 22% Neural Networks Natural Language Processing (NLP) Computer Vision Virtual Agents Machine Learning (ML) Piloted / implemented Evaluating In next 2 years
  24. 24. © 2017 HfS Research Proprietary │Page 24 Which of the following benefits do you think Automation could deliver to your operations? Automation Benefits Seem To Reflect Long-Term Thinking… % 12% 21% 25% 31% 37% 38% 45% 46% 48% 49% 52% We don’t believe it will deliver any significant non-cost related benefits FTE reduction Guaranteed short term cost reduction Overcoming process bottlenecks and enabling processes to flow end-to-end Relieves management time to focus on customers Improves employee motivation by relieving them of rudimentary tasks Better visibility, auditability and compliance More actionable data for customer insights More actionable data for operational insights Superior data accuracy More workforce agility – giving operations the ability to scale Better quality of operations Source: “State of Automation 2017” Sample: Enterprise Buyers = 400
  25. 25. © 2017 HfS Research Proprietary │Page 25 What is preventing or slowing the adoption of Automation within your organization? …But The Biggest Adoption Barrier Still Seems To Be Short- Term Cost Benefits Source: “State of Automation 2017” Sample: Enterprise Buyers = 400 20% 23% 25% 27% 28% 28% 28% 35% Not sure where to start IT does not have the time to implement Lack of understanding of technology building blocks Bad experience with technology-driven process change Lack of internal talent to evaluate and implement Underlying platform is sufficient, don’t think automation lower cost IT budgets exhausted from technology deployments Immediate cost savings not attractive enough
  26. 26. © 2017 HfS Research Proprietary │Page 26 7% 8% 13% 13% 14% 14% 15% 17% Ability to deliver as part of an end to end managed service Specific Process knowledge Industry specific capabilities Track record in delivering cost savings Partnerships with Automation technology firms Track record in delivering business outcomes Reference clients Internal Automation IP How important are the following selection criteria when choosing an external service provider to help with you Automation strategy and implementation. Which is the most important? Service Providers Will Need Internal IP And Clients Willing To Endorse Them In These Early Days Source: “State of Automation 2017” Sample: Enterprise Buyers = 400
  27. 27. © 2017 HfS Research Proprietary │Page 27 Satisfaction with RPA Installs: Still a Nascent Market Source: HfS Research, “State of Automation 2017 ” Sample: n=136 Buyers of RPA
  28. 28. © 2017 HfS Research Proprietary │Page 28
  29. 29. © 2017 HfS Research Proprietary │Page 29 Key Study Takeaways The study findings outline three immediate calls-to-action for clients: • Enterprises are past the point of pondering about the possibilities of automation. Challenges exist when it comes to execution, but as a whole the shift to intelligent operations through automation is real and already starting to deliver value. • Artificial Intelligence will become mainstream in 2 years. Enterprise leaders are either already piloting or implementing AI technology in some form, or plan to do so in the next few years. Customer service leads the use cases for AI today. • Integrate automation in the overall service delivery strategy. We need to look past the labor displacement arguments that are the here-and-now symptoms and benefits of using AI, and think more holistically about large-scale service orchestration of processes centered around automation and AI technologies.
  30. 30. © 2017 HfS Research Proprietary │Page 30 Hear from industry leaders to learn how they have experienced our events www.youtube.com/watch?v=y3XIhy9HSi0 www.youtube.com/watch?v=fvpSzcxjRQM www.youtube.com/watch?v=k7MkpXG-hys www.youtube.com/watch?v=gIa5Zp6WrVs www.youtube.com/watch?v=-0m2p4iI62o www.youtube.com/watch?v=Us6ifQde4zo
  31. 31. © 2017 HfS Research Proprietary │Page 31 HfS Research: The Services Research Company HfS Research is The Services Research Company™—the leading analyst authority and global community for business operations and IT services. The firm helps enterprises validate and improve their global operations with world-class research, benchmarking and peer networking. HfS Research was named "Independent Analyst Firm of the Year for 2017" by the Institute of Industry Analyst Relations which voted on 170 other leading analysts. HfS Chief Analyst, Phil Fersht, was named Analyst of the Year in 2017 for the third time. HfS coined the terms "The As-a-Service Economy" and "OneOffice™", which describe HfS Research's vision for the future of global operations and the impact of cognitive automation and digital technologies. HfS' vision is centered on creating the digital customer experience and an intelligent, single office to enable and support it. HfS’ core mission is about helping clients achieve an integrated support operation that has the digital prowess to enable its enterprise to meet customer demand - as and when that demand happens. With specific practice areas focused on the Digitization of business processes and Design Thinking, Intelligent Automation and Outsourcing, HfS analysts apply industry knowledge in healthcare, life sciences, retail, manufacturing, energy, utilities, telecommunications and financial services to form a real viewpoint of the future of business operations. HfS facilitates a thriving and dynamic global community which contributes to its research and stages several OneOffice™ Summits each year, bringing together senior service buyers, advisors, providers and technology suppliers in an intimate forum to develop collective recommendations for the industry and add depth to the firm’s research publications and analyst offerings. Now in its tenth year of publication, HfS Research’s acclaimed blog Horses for Sources is the most widely read and trusted destination for unfettered collective insight, research and open debate about sourcing industry issues and developments. HfS was named Analyst Firm of the Year for 2017, alongside Gartner and Forrester, by leading analyst observer InfluencerRelations.

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