(This blog is Part II of the Adaptive Digital Enterprise trend, continuing from Part I)
- Trend #6 Dynamic Case Management (DCM): We are also undergoing a revolution in the workforce. The very nature of work is becoming much more dynamic, social, mobile, collaborative, cognitive, and involving increasingly ad-hoc tasks and creative knowledge work. DCM provides end-to-end holistic automation of all types of work from structured and pre-determined to collaborative, unstructured and ad-hoc, as well as all types of workers including clerical, knowledge-assisted workers and knowledge workers. The “nervous system” (intelligence) of the case is captured in flexible business rules, analytics, and real-time decisions that drive the case work to resolution. Furthermore, in an increasingly interactive and dynamic culture, DCM fits very well within the modern worker, while leveraging all the essential components of digital technologies.
- Trend #7 Agile Methodologies and Competency Centers: Even as the euphoria and hype of digitization and digital enterprises increases, we need to be grounded in continuous process improvement methodologies and governed competencies for robust agile methodologies and solutions. Process improvement empowered with execution is essential for the success of digital enterprise initiatives. Methodologies that capture best practices and adapt are indispensable. Continuously leaning and improving approaches such as Real-Time Lean Six Sigma will increasingly combine with agile and iterative digital process implementation methodologies. These approaches have been around for some time at different levels of maturity. Centers Of Excellence (CoEs), or Competency Centers, will become the key enablers of a continuous improvement in adaptive digital enterprises: combining improvement methodologies with innovation.
- Trend #8 Mobile, Social, and the Cloud: Social, Mobile and the Cloud will continue to be strategic building blocks for digitization. This trend began some years ago with continuous enhancements, higher production quality platforms and standards paving the way to their expanded use in the enterprise. Social networking is getting embedded within digital enterprises, facilitating increased connectivity, transparency, communication and collaboration between employees, partners and customers. Mobile allows organizations to seamlessly initiate and complete automated case work from end-to-end, via mobile devices. The proliferation of networked and connected devices is increasing at an exponential rate. Digital enterprise work will pertain to dynamic cases involving various categories of participants, all interacting via mobile devices. Social interactions over mobile devices typically happen on the Cloud. Cloud computing is a mechanism that enables users to access various types of services over the Internet (networks, servers, storage and business applications) conveniently and on demand.
- Trend #9 The New CRM: In the digital world, customers, especially the younger generations, are more demanding and empowered than ever. No one has captured this better than Pega’s own CEO and founder, Alan Trefler, in his recent book Build For Change. The characterization of a new generation of customers (Called Gen D), and the corresponding predictions for enterprises that ignore them are dire. The new wave of engaging and change-enabled CRM eliminates confusing data-driven forms in favor of intuitive processes, decisions and guided interactions. It also replaces commodity services with personalized treatments that consider such factors as the customer, lifetime value, product, reason for the interaction, and location when executing the business. In adaptive digital enterprises customer processes go end-to-end across the lines of businesses and functional units, especially leveraging dynamic case management.
These trends are enablers for adaptability and agility. Some, such as trends 4, 5, 6, 8, and 9, leverage digital technology platforms and solutions; others, trends 1, 2, 3 and 7, deal with culture, innovation and methodologies.
Perhaps most importantly, it is all about digitizing execution and operations to realize the transformational potential of digitization through continuous change, engagement, and improvement. As indicated in a number of recent studies on digitization, digitization of operations remains an often neglected challenge for most organizations in the private and public sector. This pragmatic operational digitization goes beyond the hype of digital technologies. In fact it leverages, empowers, and contextualizes these technologies in end-to-end processes.
The pragmatic and successful digitization of enterprise operations is elegantly elucidated by Alan Trefler in his PegaWORLD 2014 keynote. The superpowers of becoming “digital by design” have three aspects: the power to engage, across any channel with your customer; the power to simplify: go end-to-end across the enterprise; and especially the power to change – due to regulatory or marketing challenges.
Adaptive digital enterprises look at how to use technology to become “digital by design.” The end-to-end operational digitization can bring together the customer and work context in a digital enterprise. Adaptive digital enterprises rely on a holistic change enabled platform and the associated best practices (methodology, COE, etc.) to empower continuous change. By understanding and leveraging all of the trends we have discussed, enterprises can effectively digitize operations to:
- Continuously monitor and optimize measurable business outcomes.
- Allow process owners to transform the business and facilitate rapid innovation of specialized, contextual and situational solutions.
- Rationalize, simplify and modernize while continuously improving with iterative enhancements.
- Empower the workforce with dynamic case management delivered via multiple social, mobile and collaborative channels.
- Streamline work with the “process of everything” and intelligent processes that eliminate routine, manual work and exception handling.
- Leverage predictive and adaptive analytics to continuously learn and adapt decisions in intelligent processes that deliver a customer-centric experience.
Given all these trends, 2015 will undoubtedly be most interesting for every enterprise!