Client businesses, even the traditional ones like manufacturing, or highly regulated ones like BFSI and healthcare, are getting rapidly platformized, thanks to the push to Everything Digital, from the users, customers, suppliers, partners, citizens, regulators- basically all key stakeholders and markets.
Platforms range from deep tech ones like the Google, Microsoft, AWS, IBM ecosystems, to business operations workflows and functions platforms like ServiceNow, Workday, Salesforce and so on.
All end-user companies working on massive digital transformation programs are leveraging SP (Service Provider) partners to make best use of their investments and efforts onto these platforms.
How do they ensure best value for their money, from the platforms and their implementation partners?
Here are top 5 next practices to work on:
For example: Static/ deterministic rule-based rigid RPAs => dynamic ML-powered integrated intelligent automation => deep-dive knowledge-based real-time smart automations with auto-governance and auditability/ compliance (also scanning for regulatory changes in knowledge sources, and updating rule-bases for risk management, audit, continuous compliance).
Example use cases: Autonomous escalation management and priority 1 resolutions, critical errors/ failures prediction-prevention-preemption-corrections, continuous improvement of service quality across business and IT, continuous UX CX enhancements etc.
Relevant regional vertical peer group reference-ability and case studies are key indicators of this ability.
Most common example of customer profile and creditworthiness for instance- for financial behavior predictive models applicable in different verticals like BFSI, retail, e-comm, media...
For example- carbon efficient workflows for net zero banking - cost of both operations and innovations will come down this way. Social and STEP impact will also create great storyboards for clients.