Conference Presentation

Extreme Automation

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For decades, service executives have been tasked with improving operational efficiency. The longstanding mandates have been to improve service margins and enhance the customer experience. Often, we have turned to technology tools, labor right-sourcing, and process improvement to achieve these goals.
 
But what if you were told you had to deliver services with virtually NO labor in the equation?
 
In the high-volume, low-profit world of XaaS, that may be exactly the challenge you are tasked with in the next couple of years. The service needs will still be there, in fact, new ones will be added to the pile as we expand to the new Level 3 and Level 4 outcome-oriented service offerings defined in TSIA's book, B4B. But at the same time, technology and service unit selling prices will be lower, there will be more users, and the volume of transactions could be higher. With this new focus comes an even greater emphasis on engineering out as many people-dependent activities as possible and building out an end-to-end platform upon which virtually every conceivable customer interaction can take place. This more radical and all-encompassing approach to the automation of services is happening within every service discipline.
 
During this keynote panel, you'll learn about TSIA's new Extreme Automation Framework and how TSIA members will need to consider what the framework and the mandate mean to them. Panelists will debate the model and share their pioneering efforts to have software eat services.

 

Presented By:

J.B. Wood

President & CEO, TSIA

Marco Bill-Peter

Vice President, Global Support Services, Red Hat

Susan Zwinger

VP Global Systems Technology Service Center, Oracle

Publish Date: May 7, 2014

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