An experts guide to the A-Z of all things Robotic Process Automation, Data Analytics, Intelligent Automation and Digital Transformation - the letter X

Welcome to the TWENTY FOURTH part of a 26 part series detailing the A-Z of all things Robotic Process Automation (RPA), Data Analytics (DA), Intelligent Automation (IA) and Digital Transformation (DT). This article highlights all things relating to intelligent automation and digital transformation beginning with the letter 'X'.

eXperience (EX)

Employee (ex) and customer experience (cx) are two critical components of any automation, transformation or digital program. Forget to satisfy ether group and your digital program is in danger of failing.

If we want our teams to work with the digital transformation platforms we implement, then our colleagues work experience must feel far better after the technology has been put in place. Employees need training, guidance and support to help them understand a business transformation program, where they fit and how they contribute. Employees must be shown and trained in how to use new technology. Technology must make their, and their customers, life's much better, otherwise it wont be accepted.

"A successful digital transformation is a strategic initiative that focuses on serving your digitally savvy customers AND employees with new operating models driven by data and enabled by technology. This is not simply digitizing your existing processes. A true transformation focuses on streamlining processes, eliminating manual work, and creating a culture of innovation."

Ema Roloff, Digital Transformation Expert

UX - User Experience

User experience reflects a person's feelings, emotions and attitudes about using a particular product, system or service. It includes their perception of the practical, experiential, affective, meaningful, and valuable (or not) aspects of their interaction. If the UX does not look and feel right then customers and colleagues will avoid using it.

Design thinking, MVPs, Alphas, Betas, wireframes etc. could and should be used to get feedback and guidance from colleagues and customers alike before a system, process or service goes live to minimise the likelihood of customers refusing to use something they find confusing.

"UX can either make or break your digital transformation efforts. A dedicated UX strategy should be at the heart of all digital initiatives. The UX needs to be relevant to the end user with a focus on ease of access and ease of use. Establish a focus group to work solely on the UX. Facilitate design thinking workshops. Conduct a thorough user needs analysis. Collaborate with your clients, gather feedback and (re)iterate upon the feedback."

Sharan Kaur MBA, Global Architecture and Automation Lead

CX - Customer Experience.

Too often firms focus on their automation technology program and then work out towards their customer. This is usually the wrong approach. Firms should start with their customers and work back towards the business.

If firms want to succeed in the digital age, they need to create superlative online and offline experience that excite and delighted with customer experience (cx) at the heart of every decision. There are no shortcuts to exceptional. Firms will be judged against the best online services now available 24/7.

Don't take shortcuts when it comes to delight your customers - there simply are none.

Figure 1: Various Customer and Employee Effort and Satisfaction Scores

"A well defined customer centric strategy is key. Map and understand the client journey, redesign processes if needed and digitize as appropriate towards a frictionless customer experience. A continuous feedback loop between your clients and employees will ensure that issues are raised early and resolved quickly."

Sharan Kaur MBA, Global Architecture and Automation Lead

EX - Employee Experience

Employee experience (EX) encapsulates everything our colleagues encounter over the course of their tenure at an organization. Every company needs to recognise that people are their greatest asset and invest in their employees' experience (ex). Companies and organisations need to remember that "people transformation operations not technology". If you forget that, then don't be surprise if people vote with their feet and forget you.

"Organisations are beginning to recognise the need to invest in the employee experience. For digital transformation to be successful, your employees need to buy into the change starting at the top with the leadership team. Everyone in the organisation needs to pull in the same direction. The leadership team should be open to constructive feedback. Create a culture of innovation where employees are encouraged to try new ideas but are also allowed to fail. Culture change won’t happen overnight but you will have started the process."

Sharan Kaur MBA, Global Architecture and Automation Lead

This article highlighted some things relating to intelligent automation and digital transformation beginning with the letter "X''. There are many 'X's' organisations need to consider but what 'X' do you think is the most important?

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Note: The views expressed above are our views and not those of my employer or the employers of the contributing experts.Generation X, or Gen X, refers to the generation of Americans born between the mid-1960s and the early-1980s. Gen Xers, which fall between baby boomers and millennials, number around 65 million. Members of this group are approaching the middle of their working careers and potential peak-earning years