IMUN 2019

Whether an organisation is intent on reviewing its own back-office systems in shared services, finance, human resources environments or is focused on improving customer experience and intimacy, this session provides insights that will be relevant to everyone.

Weighing up the balance of customer, cost and risk is a major challenge for many organisations, particularly in today’s world of impending automation and increasing regulatory focus. The shift from a process driven workforce to a knowledge driven one is well underway, yet companies are still grappling with a true path to customer service excellence that is cost effective, scalable and efficient.

In this session Steve will elaborate on how existing technologies such as OCR, imaging, automated workflows and workforce management – including emerging technologies such as Robotic Process Automation, Machine Learning, Artificial Intelligence and open platforms, can integrate into a value proposition for customers to align with their strategic goals.