The Work Ahead: Soaring Out of the Process Silo
Digital technologies often make life more convenient. Apps help us summon a car, pay for our lattes and even order ready-to-eat meals delivered to our doorstep. Experiences like these with our smartphones or smartwatches are fun, but let’s be honest: In the grand scheme of things, many of them are somewhat trivial. Nonetheless, they are daily reminders of the apropos phrase, ‘Software is eating the world’.
What is less appreciated is the impact of ‘being digital’ on back-office systems, applications and processes that are at the heart of most big businesses – processes that drive work that matters today and tomorrow. This includes everything from processing insurance claims, to caring for patients, to growing personal wealth. If you’re a chief operations executive, that means software is also eating your processes – with the hors-d’oeuvres soon to be served up in unseen, expensive and undifferentiated middle- and back-office functions.
Because in a digital world of algorithms, automation and AI, the platform becomes the process. For many business leaders, digital platforms will increasingly serve as a potent fuel that launches processes out of their silos – and businesses into orbit – by digitising small steps and closing gaps between customers, suppliers, partners and employees. Organisations whose processes are left lingering on the launch pad risk irrelevance.
To understand what the future holds for the digitisation of business processes, we surveyed 2,000 senior executives across industries and an additional 250 middle managers.
Download the Research Report.