Delight Your Customers

Digital Transformation and Artificial Intelligence

Driving Operational Results & Financial Savings Through Digitization Of Business Processes

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Venue Starting Date Duration Fees Join Now
Online - Virtual , 20210615 15 - Jun - 2021 2 Hrs X 8 Sessions $1,750 Register
Dubai - UAE , 20210711 11 - Jul - 2021 5 - Day $4,750 Register
Dubai - UAE , 20211017 17 - Oct - 2021 5 - Day $4,750 Register
Online - Virtual , 20211115 15 - Nov - 2021 2 Hrs X 8 Sessions $1,750 Register

COURSE OVERVIEW

Many organizations are either thinking about or pressing ahead with digital transformation initiatives. The digitization of business processes is a step change even greater than the invention and adoption of the internet, primarily because of its scale and pace of change. What we describe today as ‘digital’ in a few years will have no need for the descriptive word. A ‘digital camera’ is already a mere ‘camera’ to those who know no different. In the same way, a ‘digital’ strategy will become a ‘business as usual’ strategy.

The digitization and automation of everything is changing the world. Spoiled customers want a quick and seamless digital experience and they want it now. Thanks to companies such as Amazon and Apple customers expect every organization to deliver products and services swiftly with a seamless user experience. They want to log in to their online electricity account and see a real-time report of their consumption. They want services to be preapproved or approved in minutes. They expect all service providers to have automated access to all the data they provided earlier and not to ask the same questions over and over again. They wonder why a bank needs their salary slips as proof of income when their money is being deposited directly into the bank every month by their employer.

Customers are demanding a radical overhaul of business processes. Intuitive interfaces, around-the-clock availability, real-time fulfilment, personalized treatment, global consistency and zero errors – this is the world to which customers have become increasingly accustomed. It’s more than a superior user experience, however! When companies get it right, they can also offer more competitive prices because of lower costs, better operational controls and less risk.

LEARNING OBJECTIVES

By attending this highly interactive program, delegates will:

  • Delighting customers.
  • Accelerating the digitization/automation of existing business processes.
  • Why reinventing the entire business process is also required i.e. cutting the number of steps required, reducing the number of documents, developing automated decision making and dealing with regulatory and fraud issues.
  • Determining how operating models, skills, organizational structures and roles need to be redesigned to match the reinvented processes.
  • Adjusting data models and rebuilding them to enable better decision making, performance tracking and customer insights.

TARGET AUDIENCE

This course is aimed at all personnel who wish to understand how digital transformation and artificial intelligence strategy planning and implementation can drive customer satisfaction, operational results and financial savings.

TRAINING METHODOLOGY

This highly practical and results-oriented program is based on the adult learning concept. The facilitator will give plenty of input and then help participants to make sense of the themes through discussion and practice. It incorporates short inspiring demonstrations, role play and case study practice to enhance learning. There will be ample time for Q&A and ‘return to work’ action planning. The facilitator reinforces all concepts within an inspiring and engaging learning environment.

 Pre & Post course assessments will be used to measure the effectiveness of this training.

COURSE CONTENTS

Module 1-Huge Benefits

  • Description:

    By digitizing information-intensive processes, costs can be cut dramatically and turnaround times improved by several orders of magnitude.

  • KeyTopics:

    • The rationale behind replacing paper and manual processes with software
    • Why automatically allowing businesses to collect data that can be mined to better understand process performance, cost drivers and causes of risk.
    • How generating real-time reports and dashboards on digital-process performance permit managers to address problems before they become critical.
    • Case examples: supply-chain-quality issues can be identified and dealt with more rapidly by monitoring customer buying behavior and feedback in digital channels.

Module 2 - Working Backwards

  • Description:

    Start at the end state and work back when reinventing your processes

  • KeyTopics:

    • Challenge everything related to an existing process and rebuild it using digital technology.
    • How digitization can enable processes to be fundamentally reconfigured. For example, combining automated decision making with self-service can eliminate manual processes.
    • Why successful digitization efforts start by designing the future state for each process without regard for current constraints – say, shortening a process turnaround time from days to minutes.
    • Once a compelling future state has been described, constraints (for instance, legally required checks) can be reintroduced.
    • Why challenging each constraint is required – corporate myths can be quickly resolved through discussions with customers or regulators?

Module 3 - Tackling End-to-End Customer Experiences

  • Description:

    To tackle an end-to-end process such as customer onboarding, process digitization needs support from every function involved in the customer experience including the end customer.

  • Ke