The Human Effects of Hyperautomation. Redefining processes and business models

The world around us has changed faster in the past two years than in any other era in our collective lives and will most likely continue to evolve at the same pace or faster in the coming years. What was once considered ‘business as usual’ no longer exists, with the rapid pace of technology advancement, global forces including climate change, viral diseases and even political unrest causing unprecedented turmoil and opportunity for society and businesses alike.

Now more than ever the phrase “amid chaos lies opportunity” should be resonating with business leaders.  This is not a time to hesitate but rather a time to adapt and move swiftly. The world has changed and those who can adjust quickly will come out on the other side stronger and with a greater market share. Herein lies tremendous opportunities.

According to the 2021 Gartner Board of Directors Survey, “69% of boards accelerated their digital business initiatives in the wake of COVID-19 disruption. Almost half anticipate changing their organizations’ business model as a result of the pandemic.” We live and breathe in a digital world. To stay ahead of the competition, serve our customers better and in the way they want, to grow market share while moving faster and more efficiently, companies must look to technology for assistance.

Robotic Process Automation is dead, long live Hyperautomation.

I say this with my tongue firmly planted in my cheek.  Robotic Process Automation (RPA) is the automating of simple, rule-based tasks, and is an excellent starting point in digital transformation. However, as many companies start down the path of transformation, they soon find that they need more than just the automating of tasks; they need to be able to make sense of all the data that they have accumulated and have stored in dispirited backends and repositories.

Hyperautomation is a revolutionary approach to maximize the benefit of digital transformation to enterprises.” Hyperautomation is the application of advanced technologies such as RPA, Artificial Intelligence, (AI) Machine Learning (ML), and Process Mining to augment and automate processes, enhance the use of analytics in ways that are more impactful than traditional automation.”

Keep in mind that Hyperautomation is not just the bringing together of several technologies; it is the reimagining and redesigning of the entire business model. It is a continuous effort redefining the value you are bringing to your end user and redefining the business models that support those initiatives. In addition, according to Forbes, “Every day we create roughly 2.5 quintillion bytes of data, and that number is growing at an exponential pace.” By applying technology to help you make sense of all your accumulated data you can make impactful and insightful business decisions.

Stakeholders in the Hyperautomation Journey

Reimagine engagement with both your internal and external customers. Your internal customer is the talent in your teams that help you engage with your external customers either directly or indirectly. They are the people you want to help by freeing up their time from mundane and repetitive tasks so that they can apply their creativity and insight to more high-value work. This is the core premise of the ‘digital workforce’. The common definition of a digital workforce is digital tools and technologies that enable your teams to work smarter. They are not encumbered by an office or legacy systems to accomplish their tasks and goals. Providing talent with a digital workforce that can work alongside them doing the tasks of copying and pasting data from one repository to another, as an example, will free them up and improve their productivity and morale. 

Managing business processes old school—manually and email-based—can make tracing key information difficult. Executed well, the deployment of a digital workforce should result in humans refocusing their available time to pursue innovative growth strategies and finding new ways to improve the external customer experience.

As for the external customer, the journey has and continues to change at a dramatic pace. If we look at our world today, smartphones grant us access to information, forge connections and transact at the palm of our hands, live streaming has opened up our world of consuming content, crowdsourced GPS provides the fastest way for us to reach our destinations, ride sharing has transformed transportation (as will large scale adoption of self-driving technology), short term rentals have disrupted the way we plan travel – and the list goes on. The commonalities in all these examples are the instant gratification and personalization that they provide. Thanks to digital-native companies, customer expectations have changed too. Customers expect to engage with you seamlessly, with speed and simplicity.  They demand a highly personalized experience and interaction with proactive recommendations and offers. If your legacy processes cannot provide that experience promptly, you run the risk of losing that customer to a savvier competitor.

Hyperautomation can enable that level of personalization by predicting customer needs and accommodate the instant gratification of information and service through prescriptive engagement – all powered by artificial intelligence.

Where to next?

It isn’t enough to simply automate existing processes. Look at that big picture and long-term view and think about how automation (today) and hyperautomation (soon after) is going to transform your business. Here are a few questions to ask yourself:

  • What am I trying to automate?
  • What types of data do I need to use today and what would I need for decision making in the future?
  • Can I reimagine my business model with hyperautomation in mind? What is that vision?

Once you’ve asked yourself these questions and are on your way to creating that redefined business model, begin layering automation onto it and then introduce the concept of hyperautomation to the plan. With this long-term view, you will create additional value in your customer base and with your teams. This isn’t just about updating a legacy system; it’s about redefining and evolving your business to stay ahead of the curve.

Hyperautomation in the path ahead

Each year brings with it new market opportunities and scope for growth. The goal of every forward-thinking leader will always be to find ways to empower their talent and enhance the customer journey of their products and services with the mission of sustainable growth. Adding Hyperautomation with ML and AI to the right processes connects disparate data sets, eliminates inefficiencies, lowers lead times, reduces process times, provides greater customer insights and experiences, and results in more empowered and productive team for that brighter future.

We think it’s time to get rid of the swivel chair. Let’s talk about how we can help you on your automation journey. Explore our experience with enterprise automation and let’s accelerate your organization on its digital path.


Decanting Digital Transformation with Equitable Bank

Blanc Labs hosts a fireside chat with Dan Broten, CTO of Equitable Bank, exploring topics of digital transformation, the future of banking and the secret sauce that led to EQ Bank, powered by Equitable Bank being named the No. 1 Bank in Canada on the Forbes list of World's Best Banks 2021.

Speakers at the session included Dan Broten, CTO, Equitable Bank and Arash Barol, VP of Delivery, Blanc Labs. This session was moderated by Dariush Zomorrodi, Chief Innovation Officer, Blanc Labs.

In this webinar, you’ll learn:

  • The definition of digital transformation
  • The importance of talent and corporate culture in enabling transformation
  • The Impact of partnerships in the financial services ecosystem
  • Digital identities in Canada
  • The future of Banking as a Service and the financial services ecosystem
  • How banks are going to build technology in the future

View webinar recording

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Breaking barriers and finding my voice through opportunity

This is my story of courage; a story about boldly journeying towards unknown horizons, a quest to find one’s voice, the never-ending thirst for knowledge and growth. This is the story of how I began my career and grew into my role as Senior Software Engineer at Blanc Labs.

I grew up in Charallave, Venezuela, a city in the outskirts of Caracas. My mother was determined that I received the very best education and moved the family to Caracas to make it possible for me to attend university. It was after our move and when I was in university in a computer science program that I made the first promising steps towards building my career.

The first meeting

I had heard of Blanc Labs through friends. They recommended the company to me and spoke about the culture and the prospects of learning more and growing my career. I decided to take the cautious route of connecting with the head-hunter hiring for the company on LinkedIn in the hopes that it may lead to something positive. My instincts rang true, and I very soon received an invitation to interview with the company.

For someone who was still seeking my voice, my source of confidence, I walked into the interview gripped with insecurity and apprehension, hoping my abilities matched up in this corporate world yet excited at the prospects of working for a Canadian company with the opportunity to grow and of course, practice my English! My interviewer immediately set me at ease and I was able to sail through the technically focused assessment. This felt right. It seemed like Blanc Labs was going to be a good fit for me. Two interviews later, in August 2017, I joined the team as a junior software engineer.

When I think about the experience of being interviewed at the company, there were 5 things that I would recommend to anyone looking to begin their career in technology:

  1. If you’re still in university, apply for internships and get real world experience
  2. Focus on courses where you can enhance your technical skills
  3. Research the company, the industry and the basics in technology
  4. Work on your communication skills – there’s no point knowing things if you can’t effectively communicate them
  5. Develop an openness to learn and a curiosity about those things that you don’t already know

Hello Blanc Labs!

From almost the very beginning, I was given opportunities to execute on projects and to present the results to members of the leadership team of the company, which I admit, was nerve wrecking. Breaking those barriers was important. I was not sure of anything but I was learning a lot and that truly built my confidence. Blanc Labs has been so empowering for me: the learning, the certifications, the opportunity to work with clients, the teamwork – my work family really.

As my projects progressed, I found that I enjoyed being more involved – playing a role in the decision-making process in the architectural discussions with the client. I am usually a shy person, but when I am at work, I am someone else entirely. I have the urge to communicate my thoughts and to debate them with my team. It is this empowerment that inspires me to grow further.

The reason for my drive

The pride for my work is marked by my ability to make a difference. I think what we do is useful for the world, and we are changing how people do things. That is very powerful, and I appreciate that I am a part of it – that I am contributing to it.

My core values span responsibility and respect and that translates in everything I do and the goals that I set out to accomplish. My inspiration? Family. My mother is the person I admire the most in this world. Working to make a beautiful life for her is what drives me. When I work and when I speak to my clients about solutions, the feeling that I can do more pushes me to grow further – that is how it all comes together.

My growth at Blanc Labs is attributed to the very same things that made me successful in my interview: communication skills, curiosity and the willingness to learn and apply that knowledge.

Adventures in travel

My journey at Blanc Labs led to a visit to the Canadian office, which had very memorable moments. I always thought I was fairly soft spoken. I think in LATAM, we speak in much louder tones compared to my fellow Canadian team members. I walked into the office and went around saying ‘Hi!’, in what I thought was a regular tone, but everyone seemed to almost whisper back. It was at that moment that I realized – maybe I had a loud voice! I’m not sure if everyone noticed, but it was really funny!

In LATAM, we greet each other with hugs (pre pandemic of course), but in Toronto, I had no idea what protocol was, so I started to do this awkward wave versus reaching over for a hug because I didn’t know how people said “hi” in Canada. I still chuckle at the vision of myself emphatically waving ‘the Canadian wave’.

Canada would not be the only place I would travel to with Blanc Labs. As the company evolved, I found myself to be the sole team member in Venezuela. I remember an eventful meeting where the question of relocation was brought up. My manager asked me if I would like to go to Colombia and I responded, “Yeah, okay!” Two days later the leadership team asked me that question again and one week after that, I was on a flight, moving to Bogota, Colombia! It was done so quickly!
What helped through the transition? People at the office. It was so much easier knowing that there were people who cared about my wellbeing and who helped me transition to this new environment. We consider ourselves a work family and that made settling into the new city more enjoyable.

Expanding my horizons

Today, I lead a thriving life in Bogota, spending my time with friends, playing ping pong, and now, truly finding my voice through my new hobby, music! I was looking for a new interest and a friend told me that she thought I’d be able to sing so I tried it out and now I am enrolled in singing classes. My passion for learning and the urge to attempt new things seeps into every aspect of my life.

As I progress through this eventful and joyful path, I can’t help but think back on the journey I’ve taken from that small city on the outskirts of Caracas, to the bustling virtual life of navigating and leading digital transformations that have global implications. I feel that I have truly found my voice, through my work and my artistic (musical) expression. I am determined to channel this energy to reach new frontiers in our collective growth and success.

Discover more about the people and culture at Blanc Labs!

Interested in hearing how we can accelerate your digital transformation?