If automation’s the answer, what’s the question?
If automation’s the answer, what’s the question?

"If automation’s the answer, what’s the question?"

James Wilson talks about why enterprises must know the problem they want to solve before earmarking intelligent automation as the answer.

Participants in the 2018 State of the Outsourcing, Shared Services, and Operations study, conducted by KPMG and HfS Research, expressed significant optimism around the potential benefits that various types of intelligent automation can deliver.

But direct discussions with enterprises make it clear that many have not yet defined the problem(s) they want to solve with intelligent automation. And lack of a comprehensive, detailed business case – in other words, identifying the answer without knowing the question – will likely result in a very costly investments that fail to deliver on a broad and loosely defined wish list of benefits.

In this podcast, James Wilson, a director in KPMG’s UK CIO Advisory practice and Head of the country's Technology Shared Services and Outsourcing Advisory practice, sat down to discuss:

  • Why organizations must translate their intended intelligent automation investments into their business requirements before they (further) take the plunge
  • Why a transformational CIO – one who productively collaborates with disparate parts of the organization and with external partners and suppliers – is critical to the success of intelligent automation programs
  • How enterprises are addressing the gaps in skills required to optimize use of intelligent automation, including engaging with third-party service providers in a partnership-type model.

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James Wilson

James Wilson

Director, CIO Advisory, KPMG UK