Garfield House 86 Edgware Road London W2 2EA
Whether private or public sector, the demand is skyrocketing for organizations to provide digitalized services for their customers. Well-designed solutions appear seamless and are in tune with customer expectations for the right service delivered through a simple, intuitive interface whenever and wherever they want. Going digital, however, cannot be the sole objective. Digital technology alone will not solve a business problem. Comprehensive digitalized capability must be tackled in the context of an omni-channel world that can involve human and robotic agents, machine learning and cyber-based intelligent support interchangeably in a comprehensive process. Digitalizing requires professional analysis and design of the end to end experience. Due to interconnectivity of all the actions required and the absolute need for 100% data integrity it is even more important to connect all the dots between our customers and our business operations in the front office and the back. This is not a problem that Lean techniques will solve nor will ‘Agile’ development be able to handle by itself. To be done well, we have to apply disciplined approaches including large parts of marketplace understanding, business architecture and integrated design of many solution domains required for the processes to work. Business architects and business designers must still follow a sound set of repeatable practices using renewed methods of process analysis and design adapted for opportunities in a digital world.
This course will address what degree of process work is required for today’s organizations striving to establish digital business capabilities to optimize the end to end customer journey and leverage resources in the most effective manner. It will emphasize the customer aspects of the challenge given that customers are no longer recipients of what we do but are key actors with us in doing it. They are a part of newly conceived business processes in partnership with us. We have to design shared processes with them in mind.
This class deals with the development of digitalized processes and services. It does not address digital strategies or digital architecture directly.