At its core, automation has always been about eliminating friction; since the iBPMS evolution in the late 1990s /early 2000s , the notion of process automation has been looked at mainly through the lens of improving productivity, agility and most importantly, efficiency gains through cost reduction. Many iBPMS platforms, workflow solutions and case management frameworks have evolved and have been adopted with the aim to streamline processes and increase efficiency In light of the above and especially here in our beloved country of Saudi Arabia, that has translated to an early wave of large scale investments in workflow systems that have on one hand, played an essential role in meeting automation objectives, but on the other hand, failed to meet key expectations, especially when it comes to scalability, flexibility and seamless user experience. The result? legacy workflow and ‘ticketing’ systems that have automated some processes, but left behind a bigger problem of disconnected user experiences and broken customer journeys….to make matters worse, the application landscape in any typical medium to large scale organization has become more complex…thousands of front office and back office applications, and the overall ‘CIO wish list’ of transforming a typical system of records (ERP, CRM) into a customer engagement platform, which unfortunately has never worked, and even made matters more complicated for the end user
