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Blog posts by John Willmott

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  • Application of RPA & AI to Unstructured Data Processing: The Next Big Milestone for Shared Services

    Apr 12, 2018, by John Willmott

      Shared Services Centers (SSCs) have made progress in the initial application of RPA, gained some experience in its application, and are typically now looking to scale their use of RPA widely across their operations. However, although organizations have often undertaken some level of standardization and simplification of their processes to facilitate RPA adoption, one stumbling block [...]

  • HCL's 3-Lever Approach to Business Process Automation: Risk & Control Analysis; Lean & Six Sigma; Cognitive Automation

    Oct 13, 2017, by John Willmott

    HCL has undertaken ~200 use cases spanning finance & accounting, contact, product support and cross-industry customer onboarding, and claims processing, using products including Automation Anywhere, Blue Prism, UiPath, WorkFusion, and HCL’s proprietary AI tool Exacto. This blog summarizes NelsonHall’s analysis of HCL's approach to Business Process Automation coveri[...]

  • Discussion with Carole Murphy of Capgemini: Application of Intelligent Automation to the Finance Function

    Sep 11, 2017, by John Willmott

    Capgemini's Carole Murphy   Capgemini has recently redefined its framework for Intelligent Automation, taking an approach based on ‘five senses’. I caught up with Carole Murphy, Capgemini’s Head of BPO Business Transformation Services, to identify how their new approach to Intelligent Automation is being applied to the finance & accounting function. &nbs[...]

  • Amelia Enhances its Emotional, Contextual, and Process Intelligence to Outwit Chatbots

    Jul 05, 2017, by John Willmott

    IPSoft's Amelia   NelsonHall recently attended the IPSoft analyst event in New York, with a view to understanding the extent to which the company’s shift into customer service has succeeded. It immediately became clear that the company is accelerating its major shift in focus of recent years from autonomics to cognitive agents. While IPSoft began in autonomics in support o[...]

  • WNS: Thriving in a Climate of Industry Disruption

    Jun 30, 2017, by John Willmott

      NelsonHall recently attended WNS analyst/adviser events in New York and the U.K., where the theme was “NEXT”, with the sub-text of assisting organizations in “thriving in a state of constant disruption”. While the trend to digitalization of business processes using technologies such as robotics and cloud, artificial intelligence, and big data is causing con[...]

  • Genpact Cora: A Unifying Framework to Accelerate Industrialization of New Digital Process Models

    Jun 30, 2017, by John Willmott

      Many of the pureplay BPS vendors have been moving beyond individual, often client-specific implementations of RPA and AI and building new digital process models to present their next generation visions within their areas of domain expertise. So, for example, models of this type are emerging strongly in the BFSI space and in horizontals such as source-to-pay. A key feature of these[...]

  • Wipro & Automation Anywhere: Extending Beyond Rule-Based RPA into New Digital Business Process Models

    Mar 13, 2017, by John Willmott

      Wipro began partnering with Automation Anywhere in 2014. Here I examine the partnership, looking at examples of RPA deployments across joint clients, at how the momentum behind the partnership has continued to strengthen, and at how the partners are now going beyond rule-based RPA to build new digital business process models. Partnership Already has 44 Joint Clients Wipro initi[...]

  • RPA Operating Model Guidelines, Part 3: From Pilot to Production & Beyond – The Keys to Successful RPA Deployment

    Nov 09, 2016, by John Willmott

    As well as conducting extensive research into RPA and AI, NelsonHall is also chairing international conferences on the subject. In July, we chaired SSON’s second RPA in Shared Services Summit in Chicago, and we will also be chairing SSON’s third RPA in Shared Services Summit in Braselton, Georgia on 1st to 2nd December. In the build-up to the December event we thought we would shar[...]

  • HCL: Applying RPA to Reduce Customer Touch Points in Closed Book Life Insurance

    Nov 08, 2016, by John Willmott

    This is the third in a series of blogs looking at how business process outsourcing vendors are applying RPA in the insurance sector. HCL provides closed book life insurance outsourcing services, and is currently engaged in RPA initiatives with three insurance clients. In order to capture customer data in a smarter, more concise way, HCL is using ‘enhancers’ at the front end, prov[...]

  • RPA Operating Model Guidelines, Part 2: How to Identify High-Impact RPA Opportunities

    Nov 03, 2016, by John Willmott

      As well as conducting extensive research into RPA and AI, NelsonHall is also chairing international conferences on the subject. In July, we chaired SSON’s second RPA in Shared Services Summit in Chicago, and we will also be chairing SSON’s third RPA in Shared Services Summit in Braselton, Georgia on 1st to 2nd December. In the build-up to the December event we thought we [...]

  • RPA Operating Model Guidelines, Part 1: Laying the Foundations for Successful RPA

    Oct 28, 2016, by John Willmott

      As well as conducting extensive research into RPA and AI, NelsonHall is also chairing international conferences on the subject. In July, we chaired SSON’s second RPA in Shared Services Summit in Chicago, and we will also be chairing SSON’s third RPA in Shared Services Summit in Braselton, Georgia on 1st to 2nd December. In the build-up to the December event we thought we [...]

  • Genpact Assists Client in Targeting 10x Process Improvement, Applying Design Thinking to Order Management

    Jul 12, 2016, by John Willmott

    Within its Lean Digital approach, Genpact is using digital and design thinking (DT) to assist organizations in identifying and addressing what is possible rather than just aiming to match current best-in-class, a concept now made passé by new market entrants. At a recent event hosted at Genpact’s new center in Palo Alto, one client speaker described Genpact’s approach to [...]

  • TCS Leapfrogging RPA & as-a-Service with Neural Automation & Services-as-Software

    May 25, 2016, by John Willmott

    Much of the current buzz in the industry continues to be centered on RPA, a term currently largely synonymous with automation, and this technology clearly has lots of life left in it, for a few years at least. Outside service providers, where its adoption is rapidly becoming mature, RPA is still at the early growth stage in the wider market: while a number of financial services firms have already [...]

  • WNS: Targeting Domain Superiority Across Personnel & Platforms

    May 11, 2016, by John Willmott

    NelsonHall has recently attended both the WNS analyst session in New York and Infosys Confluence in San Francisco. It may seem trite to suggest that their chosen locations reflect the differing approaches to the market being taken by the two firms, but there are some parallels. Sector domain focus While Infosys is taking a horizontal approach to taking emerging technologies to the next level[...]

  • HCL Increasing BPaaS Emphasis to Target Debt Reduction & Smart Metering Realization in the Utilities Sector

    Mar 14, 2016, by John Willmott

    The utilities sector is an important one for HCL. The company has worked with ~100 utilities and currently has 25 active utilities clients, with its utilities revenue primarily from the U.S., U.K., and Australia. To focus further on this sector, HCL has enhanced its capability to offer end-to-end and BPaaS-based services through a number of partnerships and is now going to market targeting[...]

  • Robotics & BPaaS Must Evolve to Take BPO Automation to the Next Level

    Dec 04, 2015, by John Willmott

    In my previous blog on automation in BPO, I argued that, despite all the hype, the current implementation of robotics process automation (RPA) is little more than a labor arbitrage play, enabling the business to run with increased efficiency using existing technology and offshoring frameworks. So where does automation in BPO go from here? RPA is essentially execution of repeatable, rule-based t[...]

  • Robotics - Making Continuous Improvement Realizable

    Dec 04, 2015, by John Willmott

    There is currently a huge amount of hype around use of automation in BPO, and many commentators seem to forget that the early BPO contracts were often driven by organizations with inadequate/creaking legacy IT systems using BPO as an enabler to combine replacement of legacy systems with an operations and process improvement layer. These early transformations were also frequently seen by both cl[...]

  • Add AI & IoT to Achieve Service Transformation

    Dec 04, 2015, by John Willmott

    In this, the third and final blog in this series on BPO automation, I take a look at where the BPO market currently stands and where it’s going next. Well, the use of workflow and platforms to surround and supplement the client’s core systems has been well-established for a period of years. BPO has worked relatively well in these environments. The vendors largely have process models[...]

  • HPE: Digitizing F&A BPS to Realize Profit Maximization

    Nov 24, 2015, by John Willmott

    NelsonHall recently attended the Hewlett Packard Enterprise (HPE) “Empowering the Customer to Win in the Digital Age” event hosted by HPE BPS. The theme was strongly around digital and empowering organizations to own the (increasingly digital) interface between customers, suppliers, and employees. In support of this theme HPE is investing heavily in automation, both in its own platform[...]

  • HCL Targets Industry-Specific Processes with RPA - Significant Presence Developing in Banking Sector

    Sep 17, 2015, by John Willmott

    HCL began its robotics program in late 2013. Since then HCL has invested ~$1.5m in robotics, (ToscanaBot Automation Framework), via its HCL ToscanaBot center of excellence, which currently employs a team of ~25 personnel and is planned to grow to 50+ personnel by 2016. HCL estimates that its robotics practice currently has an FTE impact of around 2,000 with this expected to grow to ~8,000 FTE impa[...]

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