What is in Store for the Future of Work? 5 Takeaways on R-BPO


Last Friday, Symphony CEO David Poole, and Head of Strategy Ian Barkin got together with Phil Fersht of HfS Research and Johnny Ramondino of ADP for a fascinating discussion on the advent of Robotic Business Process Outsourcing (R-BPO) and it’s potential.

As a main component of R-BPO, Robotic Process Automation (RPA) has emerged as the go-to automation technology in today’s toolkit.

So, what comes next in the R-BPO story?
David and Ian explained that as the world transitions from a workforce centered on inherited, unstructured process models to increasingly automated systems, businesses will see a transformation in process architecture and value. Improvements in oversight, visibility, customer experience and satisfaction in the work environment are just a few of the benefits that a well-structured automated business process can bring to the table. As RPA becomes widely adopted and intelligent automation matures, state-of-the-art tools and processes will augment staff. Businesses in the near future will be empowered to drastically improve customer experience with processes run by a powerful, ‘Digital Underbelly’ – as Phil calls it. David closed the discussion by stating that taking bold steps now to adopt RPA will lay the foundation for transforming the future of work.

Here are the main takeaways of the webinar:

  1. RPA has proven itself as powerful tool in the R-BPO toolkit. Leading companies recognize that RPA is a proven technology. With more and more case studies emerging that cite both improved customer and employee experience, RPA has established itself as a contender in the future of R-BPO.
  2. Companies will soon be taking bold steps in progressing down the path of automation. Upon greater recognition that RPA is a proven technology that enables employees to move up the value chain, we can expect a widespread adoption of RPA as a baseline automation tool.
  3. Organizations should emphasize customer experience. Rather than focusing on traditional BPO metrics like cost reduction, the benefits of automation should be considered from the customer’s standpoint. As David puts it, value should be primarily derived from providing better services.
  4. RPA isn’t the ‘Holy Grail.’ There is no ‘magic technology’ that does everything well. A wide spectrum of technology ranging from rule-based (RPA) to intelligent automation (Artificial Intelligence) will be crucial in tying together the ‘Digital Underbelly’ of businesses.
  5. R-BPO Pure Players will guide businesses. With service models focused solely on operating and executing robotic automation with expertise, pure-play companies like Symphony will provide the optimal perspective and toolsets to bring automation to reality.

Watch the entire webinar: The video is available on HfS Research.

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