Part 9/12:
The speaker shares three impactful projects illustrating the principles discussed:
Service Desk Automation: Initially aimed at faster ticket resolution, the project evolved to focus on preventative and self-healing systems. By developing chatbots and automation, the goal shifted to reducing tickets altogether—drastically improving user experience and operational efficiency.
Bill-to-Cash Optimization: Encompassing nearly 80 interventions spanning process, policy, technology, and governance, this project targets close to $100 million in cash flow improvement. By creating an interconnected AI ecosystem, the organization leverages holistic insights, better processes, and smarter decision-making.