Digital intelligence in companies, a reality? -Forbes France

The use of human-centric digital tools is growing to create smarter and more connected workplaces.

If there is one lesson to be learned from the Covid-19 pandemic, it is the speed at which companies have evolved and adapted to these new economic constraints. This crisis has also enabled companies to better identify the obstacles that are holding them back.

Within a company, when the separation between departments is particularly marked, when cross-functional partners do not share their information and do not collaborate, decision-making regarding digital transformation is almost impossible.

In an interview conducted by ServiceNow, a customer interviewed, who manufactures a market-leading product, made a rather surprising statement to us: according to him, the quality of the product does not matter. Indeed, without the right customer service (the right people at the point of sale who provide the right information at the right time), the product is just a factory product and nothing more.

So how do you connect all these elements? This is where the ” golden thread or golden link.

Flows from customer service connect all services, making it easier for teams to work together to solve problems and make informed decisions. But how to go a little further? Is it possible to create a central digital brain that would allow companies to automate, streamline and improve problem solving and decision making?

Sound like science fiction? In fact, it is much more concrete than we think.

The transformation challenge

Creating and integrating digital intelligence does not happen overnight. It is above all a change of mentality, even an organizational change. When businesses are made up of complex, siled departments, digital transformation stalls.

Admittedly, it is always difficult to make decisions at the organizational level anyway. For some companies, with too many levels of decisions too much time and money is invested in the wrong directions before finding the right one.

It’s even more complicated when decision-making does not depend on human choice and when decisions are made based on available processes. For example, the organization put in place to validate and verify the amounts of a supplier’s invoices, why decide to change or improve this process? When a supplier sends an invoice, the finance team decides when to initiate payment validation but will not waste time considering process improvements. Consequently, the reflection on a digital transformation starts from scratch, without an initiator to help it take off.

From low code to no code until never code

Many companies already have the people and data they need to initiate a digital transformation within the company or to go further. The use of intelligent technologies, such as artificial intelligence and machine learning, makes it possible to develop or completely transform processes. However, without a digital brain to process this data and understand the context, businesses are caught between a rock and a hard place.

A framework like the Common Service Data Model (CSDM), which serves as a blueprint for connecting and understanding digital assets, is a good place to start. Yet the ability of companies to use data internally to drive the efficiency of different departments, to enable rapid and constant change, is limited. While a golden link connects departments, it does not help them understand how best to use a team’s skills and abilities to improve internal processes.

With digital intelligence, it is possible to get a holistic view of what is needed to bring about change. It is also necessary to consider the reconfiguration of these processes to improve those already existing, by transforming cumbersome projects split into several stages into a fluid and optimized workflow.

With enough data and time, it is possible to automate constant process improvement to optimize, without human intervention, workflows on the fly. It is the passage of low code to no codethen to never code : the new process builds itself.

Still active and learning

The digital brain offers the possibility of permanent feedback.

We must take inspiration from the satisfaction questionnaires offered on certain sites which allow you to leave your opinion instantly by clicking on a green, orange or red face. Developing a similar method, but on a larger scale, within the company will allow the digital brain to optimize processes. Employees will be asked to give their opinion on the ease of their work and their satisfaction with its changes.

Beyond customer and employee satisfaction, there are many possibilities offered by an always-on, always-learning digital brain.

For example, with the growing importance of sustainability and the urgency of societal issues, employees want to know if their employer meets ESG (environmental, social and governance) criteria. This is another area where digital intelligence can help: using data collected by the golden thread, the digital brain can gather data on a company’s performance and the contribution of a employed in ESG efforts.

A more thoughtful future

In interviews conducted by ServiceNow, the customer whose company manufactures a leading product, clearly demonstrated that not much can be done without establishing a link between the sale, the information and the customer. With a golden thread connecting departments, teams can easily share information as the digital brain processes it in real time.

By tapping into digital intelligence, salespeople can gain real-time insight into product changes, production issues, service disruptions, or promotions, allowing them to immediately pass on this important information to their customers. This translates into better sales results and faster decision making.

If the digital brain is not fully developed, there are already tools to finalize it. The day of its implementation is approaching, it will allow humans to perform the tasks that only humans can do by letting digital intelligence take care of the rest.

Article translated from Forbes US – Author: Paul Hardy

We wish to give thanks to the author of this short article for this incredible content

Digital intelligence in companies, a reality? -Forbes France

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