Powerful business processes are at the core of the future-ready company, and a requirement for automation at scale. AI offers fundamentally new opportunities for the design, execution, and management of processes to achieve excellence in both operations and customer experience. The future-ready company will use AI agents to analyze massive amounts of real-time data, including digital trace data; to evaluate processes; to predict customer experience by linking process patterns to customer data; and to recommend next-best actions, taking into account a wealth of factors such as the current economic situation and the company’s performance.
In this study, we will examine how high-performing companies take process knowledge to the next level with AI. We will analyze the opportunities and challenges of using AI in processes and develop a framework depicting how organizations systematically build future-ready AI-enabled processes.
This study will rely on interviews and a series of qualitative case vignettes on three companies that are successfully applying AI to improve business processes.
We will focus on the following research questions:
- How are companies using AI to manage processes in new ways (linking operational efficiency and customer experience)?
- What practices are companies developing for organizational learning from AI in process management?
- How are companies capturing and analyzing digital trace data to link operational efficiency and customer experience in business process performance?
SEEKING: We are seeking participation in the research from executives who are responsible for business processes and engaged in developing and deploying process-enhancing AI capabilities, including AI agents, for processes in their organization.
CONTACT: Ina Sebastian
