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There is no shortage of doomsday-style coverage on the ‘rise of the machines’, this headline grabbing narrative has been delivered in increasing volume for the last decade.   The story generally centres around the number of jobs that will be replaced by robots by a certain date (which looms ever-closer) and frankly seems designed to instil fear in everyone from business owners, who may not …

In early 2021 we launched Profit Finder, our starting point for businesses that know they need to improve things but aren’t sure where or how to start.  Profit Finder was set up to kick start a business on its transformation journey, taking a forensic look across people, process and technology and filling in crucial knowledge …

Working closely with investment communities in both the US and Europe has given me some really interesting insights into the role intelligent automation (IA) – the adoption of multiple advanced technologies such as robotics and machine learning – can play in achieving best-in-class returns.  I’ve also seen my fair share of firms suffering from inertia …

The recent rise of powerful employee monitoring software gives employers unprecedented insight into the working patterns and strengths of their employees. Unfortunately, we’ve seen too many organisations embedding monitoring software without assessing its impact on the employee experience, instead viewing it as a means of identifying where staff are not working the required hours or …

A first in the robotics industry, NICE’s five guiding ethical principles demonstrate commitment to ensuring responsible robot-human dynamics in the workplace NICE (Nasdaq: NICE) today unveiled a Robo Ethical Framework promoting responsibility and transparency in the design, creation and deployment of AI-powered robots. NICE’s ethical guidelines set the standard for designing, building and deploying robots, and …

1 July 2021, London, UK: Management consulting firm Emergence Partners today announces a partnership with UK tech firm XpertRule and the expansion of their AI-powered digital transformation toolkit, which sees businesses accelerate and de-risk change, improvement and automation opportunities through the use of AI tools. Decision Maker, the new proposition created by the partnership, will …

Decision automation is widely considered to be the engine room for Intelligent Automation.  It involves the automation of corporate decision making, policies and customer interactions. This capability can drive complex customer facing processes such as selling and technical support. Decision engineering is the process of digitally capturing knowledge that may be intuitive but not necessarily …

Emergence CEO David Poole relives a painful call centre experience – and imagines a world of total customer centricity… 

Claim agents at insurance contact centres are under enormous pressure to answer and close calls but where is the focus on upgrading the customer experience?  Insurance isn’t a battlefield. So why do so many insurance firms treat contact centres as the trenches, and claims agents as the footsoldiers?  Rather than acting as the human shield against …