How automation is changing CX
Business process management (BPM) is a disciplined approach that enables process improvement to be coupled with automation.
BPM encourages convergence of systems, which is a critical part of creating a single customer view and achieving seamless interaction with the client.
So says Omphemetse Sephoti, principal specialist: continuous improvement and customer experience design at Vodacom, who will speak at ITWeb BPM and Automation Summit 2019, to be held on 9 April at The Forum in Bryanston.
"I believe the converged environment and digitised processes will deliver a more consistent customer experience (CX)," says Sephoti.
"The embedding of simplified and standardised processes is vital to allow for rapid change and continuous improvement as customer needs change with time. Robotic process automation increases efficiencies and effectiveness in our processes, and reduces revenue leakage through increased accuracy."
So, where is CX going in the next decade?
With customers becoming increasingly technically savvy, they are pushing organisations digitally.
"Customer needs evolve with time. The type of customer we served 10 years ago has changed. Customers are no longer just comparing service between competitors, but we are seeing banking and telecommunications organisations being compared to the likes of Amazon, Takealot and Google."
Sephoti says future focus will be on the embedding of CX in standardised processes.
"There is an opportunity for CX to evolve and become a vehicle for culture change in the digital transformation journey. In 10 years' time, I foresee CX will play a greater role in the digital space, and we will have CX professionals that are required to know how to code.
"It is possible that in the future, CX professionals will need to assist organisations to come up with effective and simple governance frameworks for keeping the digital transformation journey focused."
Sephoti's talk will be about improving customer experience using BPM and automation, and how human beings need to be ready to complement robots.
"We still need to do a lot of work in figuring out how human interaction and robots will be in the future. Decision-making needs to follow a hierarchy of priorities which starts with people, before it moves to processes and automation."