# Digital Acceleration Author: Pal Sinha, Barnali Author URL: https://financedigest.com/author/pal-sinha-barnali Published: 2021-07-16 Category: BUSINESS Category URL: https://financedigest.com/category/business Meta Title: Transform Customer Experience with Intelligent Automation Meta Description: Discover how intelligent automation can help your business accelerate digital transformation, improve efficiency, and enhance customer experience like never URL: https://financedigest.com/digital-accelerationhtml ![undefined](https://prod.superblogcdn.com/site_cuid_cm5qst7v3003gwirgwqtxn8i8/images/graphicstock-international-business-concept-with-businessman-on-city-skyline-background-with-network-on-map-and-sunlightrofam3dxjl-2-1736838167778-compressed.jpg) By Adrian Ewer, VP, financial services, EMEA, [Blue Prism](https://www.blueprism.com/) Along with ‘you’re on mute’ one of the most used terms throughout the pandemic is digital acceleration. For the majority, it has been anything but business-as-usual, with operations transferring to [work remotely](https://www.financedigest.com/how-to-protect-your-employees-mental-health-while-remote-working.html "How to protect your employees’ mental health while remote working") and processes that relied on the exchange of paper documents replaced by more efficient, automated approaches. So, while the pandemic could have been an existential threat, it has also presented unique [opportunities for forward thinkers to transform customer experience](https://www.financedigest.com/digitalisation-why-using-the-opportunity-of-fintechs-can-create-an-innovative-digital-client-experience.html "Digitalisation: why using the opportunity of Fintechs can create an innovative digital client experience") and emerge from the downturn stronger, sharper, and better equipped than ever. There’s now a golden opportunity to do away with cultural and organizational inertia to transform its offering for its customers. But this involves fighting any indecision that’s inevitably permeated across companies’ thinking and means making greater investments, not just financial ones, but in extra effort and courageous thinking too. **Take Bold Action with Intelligent Automation** It may be difficult in the coming years to [secure large-scale funding](https://www.financedigest.com/hungary-pledges-legal-changes-to-secure-eu-recovery-funding-govt.html "Hungary pledges legal changes to secure EU recovery funding – govt") for IT investment, especially when liquidity is king, and [cash is being carefully conserved by every bank](https://www.financedigest.com/central-banks-start-turning-off-the-cash-taps-2.html "Central banks start turning off the cash taps"). But [building a business](https://www.financedigest.com/learning-from-the-disrupters-how-finance-brands-can-build-transformative-business-models.html "Learning from the disrupters – how finance brands can build transformative business models") case can be helped along its way by asking a simple question: what happens if we fail to make the decision to invest in a platform that will help us accelerate our digital [programmes of change](https://www.financedigest.com/ubs-makes-changes-to-buyback-programme-following-credit-suisse-takeover.html "UBS makes changes to buyback programme following Credit Suisse takeover")? This brings us to the implementation of intelligent automation, which is the easiest and most effective way to help deliver work much faster, smarter, more efficiently and almost without limits – and with less human intervention. Many institutions are already using [digital workers to automate business](https://www.financedigest.com/3-reasons-why-businesses-get-stuck-at-the-starting-gate-of-digital-transformation.html "3 Reasons Why Businesses Get Stuck At The Starting Gate Of Digital Transformation") processes to generate hundreds of thousands of transformative use cases and seize new opportunities – on a massive scale and at the [pace the market](https://www.financedigest.com/animal-feed-amino-acids-market-poised-to-expand-at-a-robust-pace-over-2019-2027.html "Animal Feed Amino Acids Market Poised to Expand at a Robust Pace Over 2019-2027 ") requires. They are achieving in months what it would take IT departments and vast teams of people years to complete – and even then, would achieve less impact. They are not only seeking multi-currency savings, new [levels of operational agility](https://www.financedigest.com/using-agility-to-resist-economic-instability-and-level-the-playing-field.html "Using agility to resist economic instability and level the playing field") and efficiencies, but also [improving business](https://www.financedigest.com/improve-your-business-while-saving-the-planet-and-your-back-with-easycat.html "Improve your business while saving the planet and your back with EasyCat") performance, delivering more strategic roles, saving and re-utilizing [billions of hours to enable an even greater customer experience offering](https://www.financedigest.com/g7-offers-9-5-billion-new-aid-for-ukraine-ready-with-more.html "G7 offers .5 billion new aid for Ukraine, ready with more"). We are seeing transformed service delivery and quality, faster [expansion of new services](https://www.financedigest.com/sacyr-shortlists-four-bidders-for-its-service-waste-management-unit-expansion.html "Sacyr shortlists four bidders for its service, waste management unit – Expansion"), effortless coping with COVID-19 lock- down via [remote working](https://www.financedigest.com/the-psychology-of-long-term-remote-working-productivity-vs-inclusivity.html "The psychology of long-term remote working: Productivity vs. Inclusivity"), and most of all speed and scalability. This is truly a collaborative, large-scale, work revolution. The sophistication, breadth and maturity of these outcomes are years [ahead of what’s actually being achieved with any desktop robot or bot –](https://www.financedigest.com/2018-more-turbulence-ahead-for-insurers.html "2018 – more turbulence ahead for insurers?") and without introducing the risk of wide-scale digital chaos too. **Why Digital [Workers Work](https://www.financedigest.com/1-in-5-uk-workers-believe-there-is-a-gender-divide-with-work-uniforms.html " 1 in 5 UK workers believe there is a gender divide with work uniforms") Better** A digital workforce is at the heart of any intelligent automation project. A digital workforce is an AI- enabled, ever-evolving, super resource that’s business-ready, IT approved and that can be trained to deliver all process work much faster, smarter, more securely, successfully and in a more scalable way than any other. They perform ever more complex work, not just across the front, middle and back office, but across the entire enterprise. They operate with total integrity and up to 650 times faster than people, with zero errors, 24×7. [Digital workers work proactively by interweaving AI capabilities](https://www.financedigest.com/de-surinaamsche-bank-expands-relationship-with-fiserv-to-upgrade-core-banking-platform-and-add-new-digital-banking-capabilities.html "De Surinaamsche Bank Expands Relationship with Fiserv to Upgrade Core Banking Platform and Add New Digital Banking Capabilities") to interoperate effortlessly across ever-changing digital environments. They can read different screens, layouts or fonts, application versions, system settings, permissions, and languages. They ingest and sort semi-structured and [unstructured data](https://www.financedigest.com/your-real-risk-appetite-could-be-hidden-in-your-unstructured-data.html "Your real risk appetite could be hidden in your unstructured data") from any source, across all IT systems, while providing quality checks, detecting errors and passing exceptions to people to action. **So, What About Your Best Assets, Your People?** They’re freed from being the soul-destroying ‘middleware’ that really drags them down, free to work better and deliver more value. We’re talking about not only [managing digital](https://www.financedigest.com/managing-the-cost-of-digital-transformation-with-saas-optimisation.html "Managing the Cost of Digital Transformation with SaaS Optimisation") workers’ exceptions, but making critical judgements, applying newly gained insights from automated process data to continually improve work, spending more time with customers, serving them faster, enhancing their experiences, thinking, [problem solving](https://www.financedigest.com/british-start-up-reveals-the-secret-to-solving-the-problem-of-identity-fraud.html "British start up reveals the secret to solving the problem of identity fraud") and innovating to drive growth. To perform work, digital workers uniquely access and read the user interface of any current and even future technology without requiring coding. It’s this universal interoperability capability that enables any new technology, to be easily business-consumed, safely tested and swiftly drag-and- dropped into enterprise process flows. To compound even more value, all automated work is being hugely multiplied by organizations across their businesses. People can not only centrally design, draw and ‘publish’ processes that digital workers automate, but share, [improve and re-use these automated](https://www.financedigest.com/improving-your-home-with-smart-automation.html "Improving Your Home with Smart Automation") assets anytime, anywhere [– with zero coding](https://www.financedigest.com/unlocking-the-code-how-to-benefit-from-low-code-platforms.html "Unlocking the code – How to benefit from low code platforms") required. Everything is done securely, compliantly, and transparently, as there’s a centralized irrefutable audit trail of all process automations, including all digital [worker actions](https://www.financedigest.com/apple-workers-in-australia-gear-up-for-more-strike-action.html "Apple workers in Australia gear up for more strike action") and training history. This, coupled with digital workers never impacting the back-end IT estate, prevents technical debt and digital chaos, which also wins the IT department’s approval. **Best Practice for Intelligent Automation: A Blend of Human [Talent and Digital](https://www.financedigest.com/why-data-is-the-best-weapon-in-the-war-for-digital-talent.html "Why data is the best weapon in the war for digital talent") Workers** To gain [optimal results with digital](https://www.financedigest.com/playground-xyz-study-finds-carbon-emissions-from-digital-ads-fall-by-63-on-average-when-measured-and-optimized-for-attention-time.html "Playground xyz study finds carbon emissions from digital ads fall by 63% on average when measured and optimized for attention time") workers, having the best methodologies and human talent is key to success. Once an [operating model](https://www.financedigest.com/is-this-the-start-of-the-race-to-redefine-the-banking-operating-model.html "Is this the start of the race to redefine the banking operating model?") is defined upfront, including an ambitious, inspiring vision of desired outcomes backed by senior stakeholders, you can start delivering and widely communicating achievements. This allows the [digital workforce to really thrive as it scales across](https://www.financedigest.com/alphabets-miss-fans-inflation-fears-across-digital-advertising.html "Alphabet’s miss fans inflation fears across digital advertising") the business. Streamlining, accelerating, and digitally automating work, [means it will be digital](https://www.financedigest.com/making-sure-that-finservs-digital-transformation-doesnt-mean-digital-exclusion.html "Making sure that FinServ’s digital transformation doesn’t mean digital exclusion") workers that drive organizational adaptation and [resilience in the future](https://www.financedigest.com/redefining-resilience-how-covid-19-is-forging-a-work-from-home-future-in-the-finance-sector.html "Redefining resilience: How COVID-19 is forging a work-from-home future in the Finance Sector"). They’ll drive an engine for sustainable growth, helping to [deliver strategic goals that make the global](https://www.financedigest.com/cavai-and-mediamath-announce-global-partnership-to-deliver-conversational-advertising-programmatically.html "Cavai and MediaMath announce global partnership to deliver conversational advertising programmatically") enterprise and its people smarter, more agile and more efficient in our brave new world. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. ---