Can global business services and intelligent automation (happily) co-exist in enterprises?
Can global business services and intelligent automation (happily) co-exist in enterprises?
PODCAST

Can global business services and intelligent automation (happily) co-exist in enterprises?

Michael Smart discusses how enterprises and the GBS organizations within them can reap the most reward from their investments in intelligent automation.

Enterprises have high near-term expectations for returns on their advanced data and analytics and intelligent automation investments. But their relative lack of organizational maturity makes those expectations unrealistic. This was one of the key findings from the  2018 State of the outsourcing, shared services, and operation market study that KPMG jointly conducted with HfS Research.

The study also found that organizations’ operations strategies are increasingly at odds with reality, particularly balancing cost savings and strategic investment priorities.

To gain individual perspectives on these and other findings from the study, we launched a series of podcasts with some of our partners from regions around the world.

In this podcast, Michael Smart, a KPMG Australia partner and leader of the country’s shared services and outsourcing advisory (SSOA) practice, sat down to discuss:

  • Why a dedicated, global business services (GBS)-led center of excellence is an ideal way to bring together the multiple pockets of intelligent automation across your enterprise to help ensure expectations and ROI from the technology are met
  • Why you need to strategically rethink how you deliver services on a holistic basis – from customer-facing all the way to the back office – before you select and apply any type of intelligent automation
  • The people component of the intelligent automation equation, including not only your current workforce but also the skills you need several years out.

Related content

Michael Smart

Michael Smart

National Leader, Shared Services & Outsourcing, KPMG AU