There’s no question that the potential business benefits RPA, artificial intelligence, machine learning, and other types of intelligent automation can deliver are exciting. But imagining the possibilities often distracts enterprises from remembering that the fundamental building blocks of superior service delivery must be in place in order to succeed.
Counter-intuitive as it sounds, innovation can’t happen on a large scale unless organizations first understand how well they’re delivering their services, where they want to go, and what delivery model will help them get there…and then make appropriate fixes before jumping into intelligent automation with both feet.
In this podcast, Julie Sullivan, leader of KPMG’s Shared Services and Outsourcing Advisory practice in Canada, sat down to discuss:
This is one of many installments in our 2019 Trends podcast series. Tune in regularly to hear the others.