Thursday, March 14, 2019

Opportunities to Collaborate in 2019

This year is spooling up nicely with my new participation with Forbes as a contributor. The blog themes for 2019 so far have been around digital predictions and automation topics, particularly RPA. I expect to continue down the automation path and include assistance to developers with forms of low code. Don't be surprised if you see an announcement about a new book as the details are being worked as of this writing.



Obviously, you can reach me via my blog or you can email me @ jim.sinur@gmail.com, but chatting face to face is so much better. Here are the events that I have on my agenda

 EVENTS

Date               City                  Sponsor                   Content

3/16            Phoenix              Conception Arts      Art Show                
4/15-4/17    Santa Barbara   BPM.COM                 bpmNEXT
6/3-6/5        Vegas                 Pega                          Pegaworld 2019



I look forward to interacting with many as we move to intelligent & digitally equipped platforms. For more art like the above see this link


Tuesday, March 12, 2019

How Will AI Help Me?

We hear a lot about how AI is progressing well these days and how it will help companies with all kinds of efforts from assisting pleasant customer experiences to implementing massive automation efforts. Well, it looks like AI will make it this time and there is a low probability that there will be another AI winter coming. So now we all have to deal with living with AI. I have been contemplating working with AI in my life, so I question how will AI help me and how do I work with it? Will AI be like other technology that I have to learn to for life success or will it be more like a person that I have to get along with to thrive in the future? Will AI make our lives better or should we be practicing for those apocalypse scenarios I keep reading about? I think the answer will vary by roles in life that we play and where AI will add value to our lives. I think AI is evolving but in a good way.


Employee / Contractor Role
As an employee, we are asked to do all kinds of work tasks. Some are fun, some are necessary, and some are just distasteful or boring. In some job roles, the tasks can be plain dangerous. In the case of unsavory tasks, I see AI in software or physical robots stepping in and freeing us to more fun creative and fun work. Even these fun tasks will likely require vast amounts of information, knowledge and even wisdom that AI can help with in the future. I see AI giving us an edge in boosting our ability to consume and leverage knowledge on a grand scale even outside of our native skillsets, culture bases, and language capabilities. This borders on super mental powers for certain kind of work tasks and outcomes. I am optimistic that we will be safer, smarter and more engaged because of AI. While AI will displace, it will also skill assist those that are replaced. I think we will have to learn how to collaborate with AI and optimize the interactions to desired outcomes. Consequently, we may have to learn how to better communicate with AI better and leverage it along the way to feeling comfortable with AI, all while optimizing our collective productivity.

Consumer Role
As consumers, we all want an experience that gets us to our goals in the most pleasant fashion all while being informed transparently. While there may be many hidden complexities in dealing with organizations as a customer, we expect that our goals are being attained optimizing around our time, information needs and efforts. The reality is that organizations were initially built to maximize their outcomes and profits. With the advent of customer journeys, combined with AI, the complexities and company needs can fade in the background while customer needs are being represented within organizational systems, interfaces, and constraints. In fact, AI can help consumers with picking the right organization to work with initially by digesting large amounts of social and legal data, usually represented by textual comments and suggesting best-fit approaches to a specific consumer, prospect or existing customer. This puts the power back in the hands of the consumer before the sale. Once a consumer becomes a customer, AI can help future servicing interactions with emotion detection and emergent responses to the mood of the customer (damage control in some situations, upsell in other cases).  

Self Help Role
Most of us are all trying to become better people and even better citizens. AI can also play a role in helping us in everyday lives. In the case of multi-cultural interactions, AI can help us with language translation and avoid subtle cultural missteps. AI can also help us with interactions with people that are in our network by giving us advice on the proper way to behave or respond in context. If I am talking to my boss or my significant other AI can help me with framing my answers in context. I imagine AI whispering into my earpiece with that perfect suggestion. Also, I could take an inventory or a set of tests for AI to suggest steps for self-improvement. For instance, if I wanted to be a better artist, AI could recommend video training based on looking at my completed art projects. In the same way, AI could suggest some better writing techniques based on ingesting a number of my blogs. AI as a personal trainer of sorts on any number of topics for which I have set some stretch goals makes sense to me. In some cases, AI will assist those that have to overcome physical or mental challenges. You see AI assisted prosthetics emerging today. The potential for self-help is high and emergent.

Net; Net
While there is always the possibility that AI will go wrong, particularly in the hands of evil people, but I believe AI will add value to our lives over time. Will the robots ban together to wipe out humanity? I don't think so, but the reality is that the military will use it for defensive and offensive purposes. Just like any technology, AI can be used for good or bad. I think AI will help us in ways we haven’t imagined yet. How will it help me? In so many ways and some ways, I don't see coming. 

Monday, March 4, 2019

Is AI Making Us All Data Hoarders?

Today the emphasis of AI is nearly all about machine learning and a form of machine learning called deep learning. These are data heavy (Data, Events, Voice & Image) approaches that deliver some very nice benefits, but are we getting hooked on data? We see folks everywhere creating data lakes about to be data oceans that we are going to boil later. Meanwhile, we have to pay homage to expensive Data Czars and Data Scientists because we want to keep more data for the future and somehow AI will make sense of it later. I'm not so sure this is a strategy that will lead us to be competitive with others in the world. A parallel approach suggested below:


Turn It Around:

Instead of just digging around in data for brilliant decisions and actions, why don’t we start with the smart decision makers we are already paying the big bucks for and engage them in pointing out the critical data sources that would be good tributaries for critical decisions? Let’s turn our wonderful machine learning AI and scarce Data Scientists onto these sources first to get some real outcomes to build on for the future. The Data Czars would be glad for some guidance and prioritization as their job is near impossible right now and it is going to get worse as data volume and types are growing exponentially. Even better if we could focus on the data that would create a better customer or employee assistance or experiences.

Experiment in a Focused Fashion:

Now that the data ocean is now a data pool, let's research how this kind of data can be used to outmaneuver others in the industry want to command in the future. Scour the industry groups and even let AI mine text for new and appropriate approaches. This is where our Data Scientist can leverage their skills to find combinations of AI and Algorithms to solve some critical problems for us. This is a decision driven experimentation effort that operated in a somewhat constrained sandbox. If a solution is identified, it is known to solve a critical issue related to important business outcomes.

Adapt While Learning:

Few of us are that brilliant that we get it right the first time always. This means there will be adaptations and corrections going on that will tap new data sources that are related to the problem set an organization is focused on at the moment. If these are done in parallel, the problems can be done in isolation and solved for critical outcomes. There will likely be some integration issues later, but creating an architecture for those integrations will save time on the back end. The fact that these focused and critical outcomes will pay for some of those integration efforts.

Net; Net:

Why should we dig frantically for data hoping to find a gem of data pattern that will help us with making better decisions and taking the next best action, even predictively? Why not in start with known success factors and work back to the data to save for AI and poly-analytics to assist us with brilliant outcomes. In parallel, we can collect additional data especially as we learn from our active experimentation and adaptation. I think a cup of relaxing TEA (The acrostic for the approach above) might be the better approach. Just saying. Don’t be a data hoarder.


Thursday, February 21, 2019

What Has RPA Delivered to Date?

Robotic Process Automation has been successful in automating in an around existing process and application portfolios for 20 plus years and has recently stole the spotlight. RPA is being talked about at the executive levels because automation is a big deal for organizations wanting to deliver efficiency. Now that organizations are headed for effectiveness with better customer experiences RPA will have to shift and change to head for these new outcomes. What have the bots been up to until now?


Technical Delivery to Date:

RPA is great for any kind automated keying replacing drudgery work by managing data entry from one system to another without having humans to deal with signing in to applications and searching for data sources. RPA can also tap external resources like web sites and multiple data feeds. Any light data integration, transformation, replication and movement has been RPAs sweet spot. RPA also plays a role with dealing with content (text mostly) and emails for the integration of collaboration facilities with system components that are of a software nature mostly. In some ideal situations RPA can escort and extend straight through processes activity while monitoring the results to adjust the throughput through rule changes. In the near future, IoT linkages to processes may also include physical bots as well. Needless to say the technical delivery has been strong to date and still growing.

Business Delivery to Date: 

RPA has played a big role in several business situations particularly processes in an around finance because finance is often a large consumer of data. Human resources is content rich and ends up being a communication hub for selection and on-boarding of new associates. On boarding requires contacting many internal systems for resources and security authorizations. Great customer service requires tapping many systems to reach the outcomes that please customers by reaching their desired outcomes. RPA can help service reps span systems or assist self servicing situations.  Technical support also handles a variety of problems that is a ripe situation for RPA to link to a variety of internal systems. Procurement is also a process that requires multiple internal and external collaborations and system interactions. The industries that have been the most aggressive with RPA to date are Banking, Insurance, Telecom and Retail, but there is potential all around us.

Bring on the Complexity and Change: 

RPA is ready to surge into new tasks with the addition of intelligence with AI and process mining capabilities that are also enabled with AI. Intelligence in and around RPA can take on more complex work tasks. Automation of all kind will leverage intelligence along with RPA, so the future of automation seems to have unlimited potential. Intelligent automation will be the next big thing and RPA will be at the party.

Net; Net: 

RPA has and will continue to deliver results and looks to have a long life even if under the umbrella of intelligent automation. RPA is one of the easiest places to start and plays well in all incremental like projects(Scrum based or not) that are dominating the scene today with low-code, workflow and process management.


Additional Reading:

Process n RPA
Future of RPA
Top 5 RPA On Ramps

Monday, February 18, 2019

You Are Invited

Many of you know my work in the Digital World, but I have a life in the shadows that revolves around art. From time to time I participate in "Pop Up" art shows. If you can reach Phoenix on March 16th, you are invited to see some of my work at the Unexpected Gallery. If you can't make it the Phoenix show, please see my current collection If you are serious about art, Conception Arts presents the best emerging artist from around the world in their art shows. Check it out and let me know what city I should show up in next :)  Up Coming shows listed here.  Contact me at jim.sinur@gmail.com




Tuesday, February 12, 2019

Process and Bots Dancing Together

Processes are just about everywhere in organizations. They are in simple workflows. They certainly are guiding customer experiences. They are deeply embedded in transaction based systems, both legacy and purchased. They are even popping up as process snippets at the edge in IoT collaborations with sensors, controllers and machines. Now RPA is going every where too through simple software bots that complete work tasks that humans don't really want to do initially. Eventually bots will become smarter and do more complex work as the march to smart automation progresses. How will these work managers coordinate and cooperate now? What will the dance be like in the future between processes and bots?



Today It is Process Orchestration

Processes(BPM) and Software Bots (RPA) work well and in a clear fashion in that processes control the flow of these bots and the bots complete their tasks on the command of the processes that are likely better practice sequence of routine work. They tend to be well worn paths and the process controls the direction and bots dig down and do some of the work, mostly tedious human activity or messy systems integration today. There are pretty clear boundaries and there is some pretty impressive benefits of combining these forms of automation together. The case studies are starting to stream out into the public eye.

The Near Future is About Cooperation

As processes and bots become smarter with the infusion of multiple forms of AI (machine learning (ML), natural language processing (NLP) and decision based (Analytics, Decision Models and Heuristics), the starting point will likely manage the direction of the next best action. Tasks will become smarter as they take on more complex work therefore bots will sometimes determine the orchestration sequence. Processes will be come smarter and more emergent in nature as they work to milestones as well to proven sequences. Processes and Bots will become cooperating peers working towards common outcomes. The directing force will likely be the smartest one (process or bot) for the situation of  successful work completion at the time. In some cases, it might be a customer or employee that is super-charged with knowledge or situational analysis. Kind of like the airplane pilots (both civil and defense pilots) of today except for business outcomes; not flight performance.

Long Range It's Goal Driven Autonomy for Both

The future of the process-bot dance will be radically different than today. As bots become smarter and able to operate autonomously (like swarming agents), they will bid on on work, complete the work with what ever resources are best at the moment and will leverage prefabricated process snippets (small process chunks that represent proven work sequences) and be led by goals and guided by constraints (governance guard rails). The real process is likely to be a mined picture of what happened for audit trail and optimization purposes.

Net; Net:

It's clear to me that process and bots will be dance partners for a long time. The kind of dances will be varied and even emergent. These automation partners will continue for a long time, but the mix of control will be varied and hybrid in nature. Sometimes the process will control the flow and sometimes the goals will control the flow. Bots and processes will be both master and servant at different times and in different circumstances to deliver desirable outcomes moving forward. 


Tuesday, February 5, 2019

The Top Five On Ramps for RPA

Robotic Process Automation(RPA) seems to be everywhere these days and even on the lips of those who are in the C-suite. RPA has proven itself as able to reduce or eliminate low level tasks, particularly in processes. The momentum is strong at the moment and any sight of an economic downturn will drive organizations for more operational cost reductions. Just because Process (P) is in the name, it doesn't mean that there aren't other opportunities to leverage RPA in other contexts. Even if you have mined out RPA in process, there are still other opportunities to leverage RPA as it is combined with other intelligent software thus expanding to more complex work/tasks.


Business Process On Ramp:

There is still significant benefit left in discrete processes besides low level process tasks, particularly if there are any documents involved with the process/workflow. Often a number of steps in forms scanning, data recognition, data deployment and forms flow can be assisted by RPA along with email related activities. There is more potential in creating completely automated processes (straight through processing) as well. As the scope of RPA expands to end to end processes and chunks of related processes, more benefits will emerge. There are still more benefits to mine.

Infrastructure Management On Ramp:

The care and feeding of the infrastructure is ripe with task to automate, especially when it comes to monitoring tasks and taking automatic actions. This true even if most of your work is done in the cloud. Since most organizations are still operating in a hybrid cloud environment, there are many tasks that can be automated in an around operating job streams, processes and applications. The health of the infrastructure as a whole with all the contributing pieces, especially the network, are a natural for RPA. The opportunities abound here.

Development On Ramp: 

While low-code is the darling of development at the moment, there is still room for RPA to play a role. There are many tasks in and around the testing environments that are ripe for RPA. Also there are many tasks that are executed on a regular basis in promoting and demoting code and change versions from test to business testing and production environments. Any time there are mirrored environments (a best practice), there will be opportunities for RPA to contribute.

Resource Assistance On Ramp:

Resources are crucial for applications and processes to complete work. Some of these resources will be carbon based, others will be software and some will be machines. These resources, especially humans, need to be assisted with just in time data, information, content and knowledge. The more complex the task, the more RPA, especially intelligent RPA can help complete work. This is especially true of customers that interact through their specific custom journeys that require dynamic interaction with an organizations processes and applications. This is an emergence set of opportunities likely sparked by more complex tasks.

Dynamic Supply/value Chain on Ramp:

RPA bots will be come more intelligent over time to the point of becoming autonomous agents that can bid for work in a dynamic fashion, complete the work and report results. These agents/bots can participate in dynamic supply chains which are the backbone of Industry 4.0 efforts. These agents/bots, either hardware or software, can participate in linking partners together dynamically through agent representation and execution to complete tangible products and/or soft products with value chains. This is a new area for RPA and will emerge in the next few years.

Net; Net:

Some would say that there is an RPA bubble, but it is clear to me that there is more to do especially when RPA is combined with other technologies such as process management, process mining, analytics, and all forms of AI. There is an eventual end of the road if RPA isolates itself, but I'm not seeing that right now.

More Posts on RPA: 

Future of RPA
Automation 2019
Process and RPA 

Wednesday, January 23, 2019

Automation 2019; Adding Intelligence

Robotic Process Automation(RPA) has been stealing the spotlight on automation. Task automation is real and beneficial, but there is more to automation than just RPA. Let's take a look at more contributors to the ever growing automation theme and more specifically, what will happen in 2019. The key theme for 2019 is that automation will become more intelligent through the addition of more context, analytics and AI. Here is my take on several forms of Intelligent Automation which may range from full automation to intelligent assistance. Although automation is doing fairly well in technical automation, it is barely scratching the surface in business automation.




Intelligent Task Management (RPA) 

As RPA continues with success, it will need to become more intelligent to expand the kind of tasks it automates or even assists. RPA will take on more than repetitive and simple tasks leading to more technical and business benefits. Besides creating bot markets by RPA vendor biospheres, RPA vendors will start to include process mining, analytics and machine learning in 2019. Intelligence will be needed to take on more complex tasks and large process scopes to start to deliver on the promise of swapping people for software/hardware bots.

Intelligent Processes (BPM)

Processes will also increase their automation potential from simple straight through processing with discrete processes to more wide ranging and even end to end processes. The goal here will be  operational excellence and consider the process as a key context to add intelligence represented by process mining, in flight algorithms and real time machine learning. Since processes are often the orchestration engines of delivering outcomes, processes will be smart enough to select the smartest resource to do the job. This orchestration capability will range from small process snippets the edge to discrete processes to end to end processes. The trend will be to more autonomy directed by additional intelligence thus promoting more emergent actions.

Intelligent Resources (Workers, Software or Machines)

Every resource that has not been displaced in a static or dynamic process, driven by outcomes or goals and constrained by boundaries, will start to be assisted by adding intelligence. It maybe static documentation or assistants brought up in context (the intelligent part) or it could be smart assistants the provide knowledge from lakes of data at real time speed to assist in detecting patterns to take intelligent actions in a specific contexts or a mixture of overlapping contexts. This will likely combine AI and analytics in many new and dynamic ways. Self healing will become a natural outcome for all resources even if healing means just in time knowledge. This will go deep into software infrastructure and networks.

Intelligent Decisions (Decisions or BI)

Decisions will start to leverage decision journeys to identify known and unknown triggers, known and unknown pattern, known or unknown contexts, known or unknown contexts and known or unknown strategies/scenarios. Algorithms and explainable AI capabilities will be used to interrogate data and even postulate appropriate responses. For stable decisions Decision Modeling (DMN) will strongly emerge in 2019. For all decisions a repository with search and cataloging features will emerge in the coming years.

Intelligent Customer Experience (Customers or Partners)

The Customer experience will be the main driver of organizations, going forward, thus a dependence on static and dynamic customer journeys. Unlike the decision journey the customer journey adds emotions and opinions to the journey. The customer experience will be designed and altered by the journey map that will become more intelligent and real time in nature. Measuring emotions, leveraging natural language processing, adding knowledge to assist the customer and adapting the journey to meet the need of the moment within the context of past customer knowledge and behavior will be the challenge. In other words the combined and balanced next best action for the customer and the organization. This means that there will be a new and dynamic balancing of operational excellence and customer experience goals with the help of additional and explainable intelligence applied correctly at the right time.

Net; Net: 

Automation in 2019 will take on new dimensional intelligence as automation is applied to more complex tasks in shifting/emerging contexts. The potential for automation will be unlimited over time, but there will be some key starting points initiated in 2019 and some foundations for the future.

More 2019 Predictions:

Future of RPA
Digital Trends
Process Trends



Wednesday, January 16, 2019

Thank You Aragon Research !

As of January 18, 2019 I will be leaving Aragon Research to be independent again. I really want to thank Aragon Research as I was given freedom to define new markets and interact with some very special folks. At Aragon I was able to further refine the Digital Business Platform(DBP) that I roughly outlined in October 2015  and create a Customer Journey Mapping rating for Aragon. Besides covering BPM, RPA and Low-Code I was able to learn about many new areas in and around collaboration.




Aragon has shown brilliance in establishing Video Research as a leading way to consume research.  Leveraging Aragon's Technical Spectrum allows analysts to work in early markets for which I am grateful. In addition to these ground breaking approaches to markets and research, Aragon established "Hot Vendors" for vendors that offer unique and valuable products and services for clients. I will certainly miss the genius of Jim Lundy as leader of research and CEO.

I will miss Adrian Bowles for his great insights and close collaborations. I will miss Ken Dulaney for his sense of adventure with new gadgets. I will certainly miss the great support of our marketing folks in Patricia Lundy, Kadie Woodford and Colt Kneder. I really appreciated the timely payments from our CFO Paddy Sweeny-Lundy :)  Our sales folks were a blast to work with to close deals. Thanks Bob Sweeney and James Lundy. Last, but not least is our tireless admin Elsa Perez. I had a great time with the tight family atmosphere and will miss our great offsite activities.

Now onto new adventures going forward :)  Keep in touch with me leveraging the following:

@jimsinur
Blog
Linkedin
jim.sinur@gmail.com
Art Site



Tuesday, January 15, 2019

Process in 2019


Processes have traditionally been the glue that coordinates and orchestrates tasks and resources together in a visible and accountable fashion. This theme will continue, but in new ways and approaches based on the popular drivers of 2019. I have identified three major themes for process in 2019 and they are as follows:



Customer Experience will be the major driver of process behavior, so we will see a convergence of customer mapping, human computer interface and visible explainable intelligence working in concert to serve customers, employees and partners in an ever improving fashion. There will be an emergence of emotion detection analysis and appropriate tone driven actions guided by intelligent assistants in 2019. There will be an emphasis on customer journey mapping in several ways. One is to create journey maps from actual customer behavior. This is great for incremental improvement and optimization for both the customer and organizational perspectives. The other is to create a target map for new and innovative journeys that may lead to new business models and better customer outcomes.

      Automation will continue to advance to beyond simple tasks to groups of intelligent and simple tasks dynamically orchestrated across multiple time periods with process from real time and straight through unattended activities to high touch skilled activities that require collaboration, mining assisted, cognitive assisted human decisions and actions over time. Automation should focus on end to processes that are directed by set of changing goals and guided by governance constraints. Automation will also increase it's scope to enhancing and automating resources that may or may not be tied to actual processes. Humans will be augmented with knowledge, machine learning and algorithms to become more powerful as they interact with processes and other process participants and resources. Software will be augmented with real time feedback and aggregated process mining results. Machines will also take part in the end to end processes and will be part of the overall orchestrations that lead to desired outcomes. 

Actions at the Edge of process reach will push intelligent and dynamic actions in and around mostly IoT enabled work. Goal driven and constraint guided processes of various size and scopes will be acting at the edge in an autonomous fashion thus putting a premium on better forms of decision management and action control. Patterns will be detected close to the action of processes and dealt with at the point through both decisions and actions with or without a centralized approach. Freedom levels will be established through goals and constraints. These type of processes are likely to small scoped and localized, but coordinated collaboratively with end to end processes.

Net; Net:
     
Process will start to exhibit new behaviors and forms in 2019. Processes will play a bigger role in end to end processes, but they will also play a major roles as snippets at the edge. Processes are evolving to support the needs of the evolving digital efforts that are emerging over time. Processes as a whole are becoming inclusive of emergent behavior as well as fixed and known behaviors and any mix of both to meet the balanced outcomes of both customers and organizations. 







Wednesday, January 9, 2019

Art for 4Q 2018

I've always wanted to paint a butterfly, so this quarter I decided to go for it. While work has kept me too busy for the last year, I still managed to get this done over the Christmas / New Year period. I had completed a couple fractals while on a  several business trips in the airplane. I hope you like at least one of these :)

                       Please see my other pieces at www.james-sinur.com


                                                                 Fly Away 



                                                               Pink Burst 



                                                              Sea Weed 

Tuesday, January 1, 2019

Top 5 Digital Trends for 2019

2019 is going to be a very different year than the past few years. 2017 was a "pedal to the metal" year where almost all were making forward momentum with digital. 2018 started strong, but there was a shift to "steady speed" over acceleration. Many economic experts are now predicting a slight dip in growth which means businesses will be hovering their foot above the break pedal just in case the turmoil in the markets takes a sharp turn.  What does this mean for business investment in Digital? This blog will be my best shot at predicting the likely trends.



The Business Context for 2019

The business focus is going to hit hard on operational efficiency and effectiveness as this plays well in any kind of market. There will be a laser focus on leveraging what works well to manage the cost side of the business equation. Even though revenue opportunities may be less than in past years, organizations will still create better experiences for prospects and customers. Businesses will try to attract customers away from their traditional and non traditional competitors. There will be a larger rush for talent that is being hard sought already with the low unemployment rates that look to persist for the next year. There will be a big effort to hire experience, especially in the rare digital skill arenas. Growing competencies and skills will be a big theme inside and outside organizations.

The Digital Focus in 2019

Given the business context above, the efforts will be on applying intelligence to every digital opportunity organizations take. This means a narrowing down of the digital focus to what delivers cost saving best or new customer revenue the most. All of this must be done in a fashion that supports agility while gleaning benefits. Last year I identified 10 areas of digital focus and this year because of the democratization of AI, I can focus it down to the five that follow here:

Intelligent Automation

RPA has been a great boon to operational productivity, especially when combined with its propensity to leverage low code techniques. RPA cuts costs and delivers a better experience for certainly employees which leaches over to customers. RPA will become smarter by leveraging machine learning driven mining techniques to automate even more tasks. The bots will start developing an IQ to expand its influence from brawn activities to now include brain activities.

Intelligent Interactions

Customer focused and reputation rich activities will expand to include optimizations that include customer needs; not just organizational needs. Customer optimization platforms will go beyond organizational goals to include customer goals and include conversational AI where needed. New and improved journeys will emerge through both the measurement and modeling of customer journeys. Modeling will be used to understand the customers journey now and map future paths that serve the customer better without losing organizational goals. This will include suggesting changes where both the customer and the organization win. 

Intelligent Processes

While processes may become smaller in scope with less central control, they will be come smarter and closer to the action. Making processes goal driven and constraint governed with intelligence will allow them to exist on the edge including in IoT heavy solutions. By adding machine intelligence and mining activities, processes can be guided by looking at actions in real time or over time. These processes, process snippets or mini-workflows will become more popular in 2019

Intelligent Decisions

Making decisions just by studying data is a solid approach that needs augmentation. While the amount of data to study is growing at amazing rates, this does not mean it is the only area to focus in on for decisions. This is what I call decisions by discovery. It also important to identify scenarios, opportunities and threats that can impact behavior and operational responses. Identifying these important decisions, modeling them and allowing them to be translated in to advice to humans and directions for actions for software and machines of critical. Adding AI and algorithm approaches to scenario planning and key decisions is critical. Modeling most decisions in a business representation another intelligent step that is gaining momentum.

Intelligent Resources

Resources whether they be humans, software or machines, will benefit from timely additional intelligence provided by just in time events, patterns, images, content, and knowledge given in single or multiple contexts. These data sources could be mined by multiple machine learning assists and even amplified by single or multiple algorithms. These resources graduate from simple and specialized in nature to become smarter and supercharged for complexity. These resources can now handle ever changing work loads and conditions with great recognition, decision and action powers for organizations.

Net; Net:

Businesses will be more pragmatic than ever in 2019, but they will not overlook the advantages that intelligence can add to their automation and revenue raising activities. Intelligent organizations will watching for signs ahead to decelerate or accelerate when appropriate. Focusing on adding intelligence to already successful efforts will pay off in 2019. The opportunity to add intelligence is significant in 2019 and will continue for the future