DIGITAL ECOSYSTEMS
JAMES DODKINS TITLE : TECH EVANGELIST COMPANY : PEGASYSTEMS LOCATION : UNITED KINGDOM
Dodkins is a Tech Evangelist at
Pega and a multi-award winning expert on customer service . He is also a two-time # 1 best selling author and the former host of Amazon Prime ’ s weekly topical CX show , ‘ This Week In CX ’.
allowing them to focus more on value realisation .”
As Dodkins notes , intelligent workflows target several issues like operational inefficiencies , siloed data and suboptimal decision-making . “ They strive to automate and optimise processes , ensuring resources are utilised effectively and that decisions are informed by rich , contextual data ,” he says . “ Moreover , they aim to foster a seamlessly integrated digital ecosystem wherein data is readily accessible .”
Simon Morris , Area Vice President , Consulting at ServiceNow , points out that in the face of “ macroeconomic challenges , such as inflation and supply chain shortages ,” intelligent workflows can be a tangible solution . “ Intelligent workflows help companies connect all areas of the enterprise by taking data into coordinated action , which streamlines traditional , siloed enterprise operations .”
Impact on employees : From drudgery to value-driven tasks For Surek , the advent of intelligent workflows means employees can allocate their time to roles “ where AI does not excel , like building trust with another human being .”
Dodkins extends this argument by suggesting that for employees , intelligent workflows are like an extra pair of hands .
“ Intelligent workflows manage the routine , repetitive tasks , freeing up individuals to focus on more interesting , creative , and value-driven work ,” he says . “ Intelligent workflows also equip employees with critical
70 December 2023