Robotic Process Automation

(The impact of robotic process automation (rpa) and innovation in digital world for enhancing customer experience on
online services)

Nyasha Genius Kwenda

R1812D7061838

Course name and USW-IND-101

Evangelia Papamikroulea

14 April 2019

Introduction:

Digital is redesigning customer experience in almost every sector of the industry. Pioneers who embrace this initiative are
entering markets with innovative new offers, disrupting the ways that companies and customers interact. The first
attackers are setting a high bar for simplicity, personalization of customer experience and improvement in service delivery.
Imagine, exposing an autonomous platform that brings products to online customers a finger click away without having to
pause for human authorization to complete a transaction. According to Seligman (2018), "By investing in technology,
organizations that support the customer experience can provide accurate forecasting, customer ins sight, and the skills and
capabilities regardless of their location and time zone. Processes that span the back office to the front office should provide
real time insight into the interpersonal experience journeys and enable co-creations of goods and services" (p.6).
Punctuality of service delivery through elimination of human’s manual interaction eliminates an array of errors through
incorporation of robotics automation.

Main Body:

• Discussion of the first point. Begin with the topic sentence and provide an explanation and the supporting
evidences (facts, statistics, theories, reasons etc.) that can back up your views and opinions.

Write the concluding sentence of your paragraph and provide a linking phrase or word so that your writing has a logical
flow.

• Discussion of the second point and support.

Efficiency is a key factor for online customers and platforms that responds earlier will certainly provide the full satisfaction
of an exceptional online experience. The impact of robotic process automation and innovation in digital world for
enhancing customer experience on online services addresses online demands of users not deterred by geographical
location or time zone. Robotic process automation is a technology-based approach that organizations use to replace human
tasks with machines in order to drive efficiency by providing on products and services on the fly. The current dynamic
digital world requires quick turn-around time to adopt change, through readily accessible information across business
support systems. Enhancing the customer experience can bring 80% rich rewards across industries; Study has shown that
satisfied customers spend more and stay more loyal over time, the product itself is an end result but what brings customers
back is the customer experience. Linking together innovation and process automation exposes an ongoing customer
experience for customers. According to Schmitt, H (2010), "Companies must create innovation on an ongoing basis (by
offering new add-ons that can enhance the functions of the product or by offering new models with the same basic feature
as the current products)" (p. 178). A company that continually re-engineers its business processes and exposing its systems
that provide services to customers is likely to gain goodwill and provide that personalized experience for customers. Online
services experience should not matter when retrieved. Online customers can therefore not wait until next business day to
receive a response or an authorization for accessing certain product catalogues.

When organizations are established, this brings definition of core values. A number of innovative ideas and business
processes can then be implemented together and strategically infused into the day-to-day activities for the overall service
delivery. Business Processes automation through incorporation of robotic assets allows closer alignment of stakeholder
expectations and customers’ demands according to the overall business objectives. Customers frequently use multiple
channels to interact with their service providers, and need multiple interactions to complete a transaction. Online
customers in the other hand prefer to have all their needs fulfilled through an online transaction.

Innovation can project an image of relevance; continuous engagement in business process re-engineering can bring to life a
company, which was as irrelevant. Human resources are key stakeholders of organizations, but at times can be extremely
inefficient because of an array of social issues. This has a negative impact on productivity and affects services delivery. In
2018, Bhaskar, H.L. noted, “Business process reengineering (BPR) has become a most popular change management
approach for radical redesign and improvement of business process. It promotes companies to do things effectively in
order to achieve overall quality” (p. 2). The valuable benefit of robotic process automation and innovation is that it ensures
online customers are equipped with the right information at the right time in a specific format tailored as per supplied
variables. Substituting repetitive tasks and bringing innovation can therefore provide the ultimate online experience
exceedingly.

In 2010, Palladino and Wade noted that “a flexible mind is a healthy mind” (p. 147)

Conclusion:

• Summarize. You should mention your thesis and how your evidences support it. Provide an overall evaluation of
the main points discussed and make a final statement. You should not mention any new knowledge in your conclusion.

According to “To not only stay in the game but capture new sources of value, incumbents will need to reinvent their
customer experience. That begins with bringing in data and analytics-based insights about what really matters to customers
and how best to deliver it to them’ (p. 4). Innovation means a cultural shift toward thinking of how can we get better.
Process automation through robotic assets eliminates human inefficiencies on task execution especially for repetitive
assignments. The marriage between innovation and robotic process automation enables high level of efficiency across all
industries that provide online products and services. When the goal is to improve quality, cut costs, reduce cycle times, and
improve operating performance, robotic process automation and innovation becomes key focus area for corporates
managers to explore and implement. In the digital world of continuous change and evolution, business process automation
is one of the driving forces that leads corporates to success and increased market share.

Important Note:

Do not include any subtitles in your essays. Your writing should indicate each paragraph’s purpose so the words
introduction, main body or conclusion should be avoided. Also you should avoid using numbers, bullets or any kind of
points that divide your writing. Use of linking words and phrases for an easier flow is recommended.
References:

References (Harvard style):

Aalst, W. P, Bichler, M. & Heinzl, A (2018) ‘Business & Information Systems Engineering’, Robotic Process Automation,
Wiesbaden: Springer Fachmedien [Online]. Available at:

https://link.springer.com/article/10.1007/s12599-018-0542-4 (Accessed: 13 April 2019)

Bhaskar, H.L. (2018) ‘Business process reengineering framework and methodology a critical study’, International Journal of
Services and Operations Management (IJSOM), 29(4)

Chang, J.F (2016) Business Process Management Systems: Strategy and implementation, New York: Auerbach Publications

Cross, R. Arena, M. Sims, J. & Uhl-Bien, M (2017) How to Catalyze innovation in your organization, New York: MIT Sloan
Management Review [Online]. Available at:

http://create.mheducation.com/createonline/index.html#preview (Accessed: 13 April 2019)

Kumar. A (2018) Business Process Management, New York: Routledge

Raynus, J (2016) Improving Business Process Performance: Gain Agility, Create Value, and Achieve Success, New York:
Auerbach Publications

Seligman, J (2018) Customer Experience Management,’ The experimental journey, :Lulu

Chang, J.F (2016) Business Process Management Systems: Strategy and implementation, New York: Auerbach Publications

Smith, D. (2015) Exploring innovation 3rd edition, New York: McGraw-Hill [Online]. Available at:
http://create.mheducation.com/createonline/index.html#preview (Accessed: 07 April 2019)

Kranzbühler, A. Kleijnen, M. & Morgan, R.R (2017) The Multilevel Nature of Customer Experience Research: An Integrative
Review and Research Agenda (Online)

https://onlinelibrary.wiley.com/doi/full/10.1111/ijmr.12140 (Accessed: 13 April 2019)