Home PEGA’s Report: Automation in OPS is One of the TOP Two Transforming Disruptions

PEGA’s Report: Automation in OPS is One of the TOP Two Transforming Disruptions

by Ant Sh
Automation in OPS

How can operations (ops) leaders successfully navigate the rocky road ahead? In three to five years’ time, managing disruption and constant change will be a daily reality for most ops leaders. It will shift the way enterprises work, how they operate, and who they hire. The results from PEGA’s recent “Future of Ops” report show that automation is one of the top two disruptions that will greatly impact ops. More organizations will use automation to wring out inefficiencies and bottlenecks in operations – with the goal of becoming nimbler and more adaptable.

Companies will strive to keep up with digital native competitors who are challenging traditional operation models using automation, strategic workflows, and applied AI to undersell their legacy competitors. Change will also be driven by the internal need to optimize workflows, unlock value, and accelerate digital transformation.

The main focus areas for automation will include: IT services, routine admin tasks, project management, supply chain logistics, customer service, and product design and development. Related organizational shifts will mean some ops teams will be automated and talent redeployed – so staff will need to upskill or reskill. The right tech and guidance will be key to helping with adaptability and skills transitions.

But success for automation in OPS is not guaranteed – it will depend on whether ops are properly resourced. While many ops leaders expect additional investments in tech will significantly transform the efficiency and effectiveness of operations, half of the ops leaders PEGA surveyed believe the function doesn’t get the level of tech investment needed to be more effective. Budgets for future-focused investments are further constrained by pressure on revenues caused by the pandemic. As one OPS leader in Financial Services stated, “In a COVID environment, where revenues are still under attack, you can’t suddenly find lots of deep pockets to go and build an infrastructure for the future.”

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