September 2020CIOAPPLICATIONS.COM9Reka Mishraalso feared by the same stakeholders, as there is uncertainty and fear of unknown. But process changes are necessary to enable employees and to tackle redundancies and propel the business forward. Historically companies focused purely on improving the process aspects without considering change management, adoption strategies, collaboration strategies and global prospective. Although, trends today indicate that businesses are abandoning traditional approaches and implementing evolving technologies with new strategies. Companies now have a plethora of options when it comes to picking the right solution to handle change management, training communication, and trend analysis. Yet, the same solutions present new challenges in terms of user adoption due to lack of process owner's engagement and handling of exceptions.Evolution in BPM With the advent of automation and AI, business process automation as part of continuous improvement is making great strides. The direction of market trends points toward solution providers are investing significant amounts of time and resources in understanding the human touch and coming up with efficient, repeatable and scalable solutions ­ which are spanning over multi-geography. I anticipate that forthcoming enhancements would be providing 24/7 solutions, across various geographies and would be highly customizable. The automation in BPM will also result in automation of repetitive work and will impact the workforce skill set and requirements. As part of evolution, in addition to the focus of improving theback-end processes which are centered on backend operations, there still lies an untapped opportunity in automating customer-facing activities like client on-boarding and overall customer experience.Advice to Peers To be successful, one needs to have a blend of thought leadership and execution capabilities ­ they both complement each other. Consider walking that extra mile of understanding the impact of changes on human capital, which will ultimately define the success of the process improvements. The solution needs to be holistic in nature and should focus on piecemeal solution. Finally, along with focusing on developing technical skills, having solid focus on customer centric design, change management is important too, because, ultimately it is the people who would sustain the process, resulting in organization reaping the full benefits and adoption.
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