Kapil Jain is Senior Vice President and Global Head of Sales and Enterprise Capability at Infosys BPM.
Manhattan's Flatiron neighborhood is home to many tall apartment buildings and office high-rises. Right at the heart of this neighborhood is Eleven Madison Park (EMP), a fine-dining restaurant that overlooks the most beautiful park in Manhattan.
The acclaimed restaurant has earned just about every possible honour in the last few years: Three stars from the Michelin Guide, four stars from The New York Times. In 2017, the influential guide named EMP as the best restaurant in the world. That same year, the restaurant closed its doors for a four-month renovation.
With the dining room stripped bare and the kitchen gutted, the restaurant was ready to reinvent itself. The restaurant reopened last year to rave reviews, with an overhauled dining room, kitchen, service-ware and a striking new menu.
Adapting to the new reality
EMP’s story reinforces the idea that if we want things to stay the same, things will have to change. The business process management (BPM) industry was built on the promise of improving efficiency and effectiveness. This promise still holds true; however, the world around us is changing all the time.
Digital disruption has realigned customer experience with four key driving forces:
Bringing people, process and technology together
To truly innovate at scale, enterprises have to bring together the world of technology, people and purpose. Organisations have to reinvent the core, develop enterprise-wide digital capabilities and drive continuous improvement to reimagine customer experiences.
Reinvent the core
Reinvent your organisation’s existing processes by adopting Artificial Intelligence (AI) to drive self-healing and self-learning capabilities. For instance, we helped a leading pharmaceutical brand automate 17+ business processes using AI, which accounted for a third of their total operational volume. AI augments their existing processes and eliminates inefficiencies end-to-end.
Leverage digital to scale
Combine human insights with next-generation technology to drive value across the enterprise. For instance, leading hardware brands are now turning to Augmented Reality (AR) to train thousands of field technicians spread across the globe. The use of AR accelerates the training process as it superimposes training instructions over physical environments, making it a lot easier for individuals to follow the specific steps involved.
Drive continuous improvements
Traditional quality assurance processes have focused on identifying defects. Quality bots are now shifting the focus to defect prediction. Bots can harness colossal amounts of data gathered from different teams to improve productivity and enable real-time predictability. Bots are now driving accelerated quality outcomes across the life cycle.
The founders of EMP melted down their kitchen’s old stove into a liquid state to then be turned into a solid block. That solid block now greets the restaurant’s visitors as a step at the entrance of the new dining room. For the founders of the restaurant, this is symbolic of the fact that you have to go through the past to walk into the future.
As the BPM industry moves into the future, it has to build on its past. The best way to do that is to align people and purpose with technology.
The author is Senior Vice President and Global Head of Sales and Enterprise Capability at Infosys BPM.