Maximizing Value with Automation and Digital Transformation: A Realist's Guide

Acknowledgements
Introduction
About the KCP Research Base
Contents
About the Authors
List of Figures
1 Where Are We Now? Where Are We Heading?: From RPA to Digital Transformation
	Introduction
	Misunderstandings
	Impact of Automation on the Global Workforce
	A Closer Look: Automation Jobs and Skills
	Robotic Process Automation
	RPA—Good for Stakeholders?
	Establishing Digital Leadership
	Beyond RPA—Intelligent Automation and ‘AI’
	Digital Transformation
	An Automation Sweet Spot
	Centres of Excellence
	Conclusion
Part I Robotic Process Automation
2 A Strategic Approach to Robotic Process Automation
	Introduction
	Strategy vs. Operational Quick Wins
	Culturally Imbedded vs. ‘IT as Usual’
	Planning vs. Opportunism
	Program Governance vs. Project Delivery
	Platform vs. Tool
	Change Management vs. Silo Tolerance
	Measurement: ROI vs. TCO vs. TVO
	Conclusion
3 Robotic Process Automation: Just Add Imagination
	Introduction
	Combinatory Innovation
	Conclusion
4 RPA in Financial Services
	Introduction
	RPA Applications
	Conclusion
5 RPA: Mastering Agility at Scale
	Introduction
	Scale: For … and Against
	Multi-sector Examples
	Conclusion
6 RPA and Managing Complexity
	Introduction
	The Inevitable Growth of Complexity
	Complexity: Striking the Right Balance
	Conclusion
7 RPA and Combinatorial Innovation
	Introduction
	The Possibilities are Limitless …
	Heading for the Future
	Conclusion
Part II Intelligent Automation and AI
8 Intelligent Automation/AI: The Value Potential
	Introduction
	Intelligent Automation and AI: Are You Missing Value?
	A Progress Report—Major Findings
	Navigation: The Total Value of Ownership Framework.
	Conclusion
9 Intelligent Automation in Banking
	Introduction
	Banking—Grasping the Problem and the Opportunity
		Case 1: North America—Human and Digital Workers Blend and Multiply Outcomes
		Case 2—The Middle East: A Bank Transforms Customer Experience
		Case 3: Europe—Reduced Customer Wait Time from 12 Days to 4 Hours
	Conclusion
10 Challenges and Customer Experience in Utilities
	Introduction
	Better Service Through Automation
	Applications in Utilities
		Personalisation at Scale
		Industry Restructuring
		Scaled Retail Distribution
		Digital Challengers
	Conclusion
11 Risk and Intelligent Automation in Insurance
	Introduction
	Today’s Challenges for Insurance
	Applications in Insurance
		Case 1: Global
		Case 2: United Kingdom
		Case 3: Europe
	Conclusion
12 The Knowledge Switch in Telecommunications
	Introduction
	Gaining Value: Case Studies
		Case 1: North America
		Case 2: Europe
		Case 3: EMEA
	Conclusion
13 Intelligent Automation in Healthcare
	Introduction
	Health Care: Possible Futures
		Case 1: UK
		Clinical Outcomes + Customer Experience ÷ Cost
		Case 2: USA
		Case 3: Europe
	Conclusion
14 AI: Ethical and Social Responsibility Challenges
	Introduction
	Chat GPT etc.: Not Born Perfect
	An AI Imperfections Test
	Conclusion
Part III Digital Transformation
15 Managing the Digital Catch-22
	Conclusion
16 On the Yellow Brick Road—The Ten Technologies that Pave the Way
	Introduction
	SMAC/BRAIDA Technologies
	Watching Briefs
	Major Trends
	Conclusion
17 The Blind Spot
	Introduction
	The Blind Spot in Digital Transformation
	Automation Execution: The Intel Inside
	The Secret of Success: Integration
	Towards Digital Leadership
	The Progress Being Made
	Conclusion
18 Core Capabilities for Digital Transformation
	Introduction
	How to Accelerate Progress
	The Practices of Digital Leaders
	Conclusion
19 How to Catch Up on Digital Transformation
	Introduction
	Follower Organisations: Making Progress
		Strategy
		Integrated Planning
		Imbedded Culture
		Program Governance
		Digital Platform
		Change Management
		Navigation
	Laggard and Nascent Organisations: Taking the Next Steps
		Strategy
		Integrated Planning
		Imbedded Culture
		Program Governance
		Digital Platform
		Change Management
		Navigation
	Conclusion
20 Digital Platform as Foundation
	Introduction
	The Strategy-Platform Dialectic
	Making Platform Progress in Banking and Financial Services
	BANK 1: Established—But a Long Way to Go
	BANK 2: Advanced with Even More Ambitious Targets
	Future-Ready Digital Platforms
	Getting To ‘Future-Ready’
	Conclusion
21 The Heart of the Matter—Effective Change Management
	Introduction
	The ‘Shadow’ Politics Track
		The Power Audit
		Mobilising/Gaining Power
		Implementation Problems
	Conclusion
22 A Case in Point: DBS Bank
	Introduction
	Practice 1—Vision and Strategy: Becoming the D in GANDALF
	Practice 2—Leadership and Management Development
	Practice 3—Agile and Scalable Digital Operations and Platform
	Practice 4—New Digitally Facilitated Customer Experiences
	Practice 5—Continuous Digital Innovation
	Lessons: Digital Transformation and Competitiveness
	Conclusion
Index