As I work with customers across the world, a common trend for 2018 is execution of a digital transformation within their business leveraging machine learning. Many times customers start with simple goals of lowering mean time to resolution and case deflection, but the digital transformation with machine learning can impact much more. In addition, the journey to a machine learning enhanced enterprise impacts most key strategic drivers that customers are pursuing. Enterprises that get this digital transformation with machine learning correct will be leaders in their industry.
Enterprises that enable machine learning across their enterprise as part of their digital transformation, enable a "System of Machine Learning" within their enterprise which enables the digital employee experience and enables key strategic drivers behind digital transformation:
- Improve Employee Productivity
- Develop and Enhance Products Faster
- Improve Time to Market for Delivering New Services
- Scale the Business while reducing the dependency on Manual Labor
In addition, it provides some key value that should be realized by each enterprise who adopt this strategy:
- Increase Output by reducing manual HR Case Management
- Increase Operating Margins
- Make Better, Faster Decisions
- Increase Quality
- Increase Value of IT
The journey to enabling the system of machine learning includes a multi-step process that can be consumed by customers overtime as the enterprise undergoes digital transformation. The value that is achieved in each phase of the journey exponentially grows as more parts of the enterprise adopt the system of machine learning.
Enterprises that adopt the system of machine learning can expect to see improvements in Service Quality and Control during the first phase of adoption. In the second phase, user experience and productivity are enhanced. Finally, in the third and final phase enterprises can expect to see enhancements in Service Performance and Speed. To learn more and actually see these capabilities in action check out the ServiceNow Intelligent Automation Engine as a great starting point.
2 Comments
