With cost savings and rapid time to value through efficiency and scale, Robotic Process Automation (RPA), and automation as a whole, were on a gradual, but longer-term rise in digital transformation (DX). Then COVID-19 struck and digital transformation itself was disrupted.
What was overwhelmingly and also unexpectedly clear, COVID-19 pushed legacy processes and BPOs well beyond peak capacity. They were also exposed to their inefficiencies and reliance on manual processing. The pandemic made executives rethink DX and the role advanced technologies could play in the future of business. At the top of the list are RPA and hyper-automation.
Automation using Intelligent Automation in the time of COVID
One of the major challenges facing the automation industry early on was the lack of understanding of the exact role it played in digital transformation and ultimately how to measure its ROI compared to other competing initiatives. But, COVID-19 changed everything. It thrust into the spotlight processes in need of exponential scale.
Early on, the RPA industry faced challenges of getting C-suite attention on the promise of automation. The pandemic has changed everything. For the first time, executives, technologists, and board members are aligned around the need to advance automation and hyper-automation.
Whatever your vision and roadmap were for the future, we’re all faced with an alternate reality. It’s how we navigate these times that determine where we end up in the short- and long-term. What’s clear: innovative companies are accelerating the integration of automation roadmaps, with many moving up their 2030 plans.
Beyond automation discovery, now’s the time to reimagine the future of work and then take the steps to bring that vision to life. Otherwise, we’re scaling legacy processes in a new world that’s learning to embrace change. Experience automation leads to the experience of innovation. When innovation succeeds, the customer wins. Everyone wins.
Think of automation and hyper-automation as part of your DX investments this way: what does “transformation” in your organization actually mean?
Does it mean process improvement? Does it mean true business metamorphosis, like that of a caterpillar into a butterfly?
The answer should be both. And, it’s both in the context of the back office plus the front office.
Businesses that prioritize more than business continuity and take this time to invest in business resilience will excel now and stand stronger in the face of future disruptions.
In a time of disruption, humans need an ally. Bots can, ironically, help scale humanity in business, allowing for the delivery of more meaningful customer and employee experiences. It’s taking this disruption and re-imagining work to not only become more resilient but also better.