Across the world, organizations have been using smart machines powered by artificial intelligence to drive operational efficiencies. But focusing on efficiencies alone misses the truly transformational opportunity: to create self-adapting and self-optimizing “intelligent” processes and operations that use machine learning algorithms and real-time data to continuously improve. In our view, this reimagining of processes represents a great leap forward that will unlock entirely new roles and new ways for humans and machines to work together.

The future belongs to organizations with Intelligent Operations that use diverse data driven by applied intelligence and human ingenuity to enhance and optimize the customer experience and deliver superior business outcomes.

To thrive and grow, organizations must shift their operations strategy to enable true process reimagination and lay the path toward intelligent operations.

Automating for operational efficiency, but not yet for transformation

Our research across 1,000 organizations that are early adopters of machine learning indicates that just nine percent are truly reimagining their processes to drive breakthrough transformation. These Intelligent Operators are achieving improvements of between five and 10 times in key performance indicators (KPIs) across processes.

Research shows that most organizations are seeking greater efficiency from existing processes, instead of reimagining them. To thrive and grow, organizations must shift their operations strategy to enable true process reimagination and lay the path forward.

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By: Manish Sharma

SENIOR MANAGING DIRECTOR – GROUP OPERATING OFFICER, ACCENTURE OPERATIONS


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