Uber’s Delphine Bernard examines human, digital and BPO respectively and collaboratively. Only when you understand the true distinct value of each component can you blend your resources to build AI jobs and achieve collective intelligence for your enterprise.
Human talent
One of the most complex areas of your enterprise is dealing with your humans. If you focus on the people, the numbers will follow. Your team must have smart people who are open minded, flexible, resilient and ready for change. We know that whatever job you take today will be different tomorrow.
Digital talent
The pre-work for your digital workforce is important. Showing that you have strong business case with a strong return on investment. The more time you spend upfront, the more successful you will in the future.
BPO talent
Your BPO could own 90% of the transactional work and therefore 90% of the good potential for all automation and therefore the importance and change our development of your BPO is paramount. Your BPO should be your partner in transforming processes with automation.
6 select key takeaways
- Number one is questioning everything. Why are we doing what are we doing today? Question the way an organization works, the way things have been done. Take everything to the next level by creating an environment where people are open to share their thoughts and share their opinions and experiences in terms of what they're doing. That creates an environment of trust.
- If I were just say we're just going to make it happen a certain way without dialogue I would lose everybody.
- A team needs to have diversity- if you're one thing then your colleagues should be different.
- You cannot have a bot or piece of your digital workforce that is not changing. Consistently look at the future and long-term, regionalize, and keep improving.
- Look at longer term transformation and look at the end-to-end processes and how the workforce can best be optimized.
- There has been an evolution of the democratization of automation.
