Intelligent Automation Predictions for 2020
2019 saw the continued promotion of robotic process automation (RPA) in the press with much of the coverage being overwhelmingly positive. With the growing popularity around RPA and its uses, a vast number of companies are now seeing RPA as an option for improving the performance of their business. Knowing the number of companies that have adopted RPA, now is an excellent time to take a step back and review how the technology is helping automate business processes.
Continuous improvement is the foundation of operational excellence. Businesses that have the processes, structures, and tools in place to best use their existing resources show operational excellence. However, it is essential to remember that operational excellence is a moving target. Meeting today's goals is great, but all companies should strive to improve on targets. That is the underlying principle of operational excellence. Artificial intelligence and machine learning offer new ways to transform business operations.
The old saying "The customer is always right" has never been more true than right now. Globalization, innovation and the internet are providing today's customers with more options than ever before, which also means that they have more power than ever to vote with their wallet. What's more, customers—especially those in the millennial age group—are increasingly looking to purchase experiences rather than objects.
Research and intelligence firm Walker Information has released a report titled Customers 2020 predicting that by the year 2020, consumers' behavior will change to make customer experience, rather than price or product quality, the most important factor in buying decisions. With these structural changes in mind, many businesses have shifted from a cost-centric to a customer experience-centric mindset.
December 4th saw a celebration of low-code accomplishments and the growing adoption of the Appian platform at Appian PUBLIC SECTOR 19. Speakers from various public sector organisations discussed how low-code platforms are modernising and improving different processes. Appian CEO Matt Calkins and CTO Mike Beckley were also in attendance to provide talks on the future of low-code and intelligent automation.