The New Automation Mindset: AI + Automation + Integration

In this episode, Markus Zirn, Jason Pikoos, and Stephen Attanasio explore the complex world of order to cash (O2C), covering everything from lead generation to cash collection. They emphasize early data capture, reliable data sources, and process flexibility for optimal efficiency. From process mapping to incremental development, they offer guidance to keep your processes resilient and adaptable. Additionally, they discuss the potential impact of generative AI on O2C and the importance of designing processes to evolve with business needs.Timestamps*(00:00) Episode Start*(03:46) Introduction to order to cash*(11:29) Exploring end processes from opportunity to renewal*(15:05) Automating RMA processes for faster customer solutions*(16:29) Advice for automating order to cash processes*(24:18) Understanding maturity levels in order to cash*(30:24) Strategies for exception handling*(35:13) Role of Generative AI in exception handling*(37:32) Optimizing data architecture in order to cash process*(42:33) Agility through automated order generation*(47:47) Jason and Stephen's adviceEpisode Key TakeawaysDocument and map your order to cash processes: Begin by thoroughly documenting your current O2C workflows and creating clear process maps. This proactive step helps identify inefficiencies and areas suitable for automation, laying the groundwork for effective implementation.Design your order to cash process backward: Craft your process by starting with the end goal and working backward to ensure vital data capture and smooth information flow.Implement automation incrementally: Start automation projects with small, achievable tasks to demonstrate immediate benefits and build momentum. Incremental automation allows for quick wins and enables adaptation to changing business needs and evolving processes.Top Quotes“You really want to crawl before you walk, and then you run. And that really is critically important. Starting with the basics, building a strong foundation for which you can further build upon. You can't get to the more bespoke and complex process automations and integrations until you really have that strong basis to build from. Not just from a technical perspective, but also from an organization perspective. You need to show the value first in integrations and automations. You need to show what you can do.” - Stephen Attanasio“Order to cash is going to evolve. So don't bother trying to guess every possible outcome and automate every possible outcome that may or may not exist. Oftentimes the best thing to do is create some degree of flexibility, so don't hard code everything into the system. But also make sure you have technology that is flexible and easy to adapt. It's a reason why we've always enjoyed Workato, because it is a very easy product to evolve.” - Jason Pikoos

In this episode, Markus Zirn and Bill Genovese explore the financial services industry through the lens of automation. Drawing from Bill's extensive industry experience, they discuss the challenges and opportunities inherent in adopting new technologies within a complex and heavily regulated environment. They delve into the transformative potential of technology, emphasizing the crucial need to adapt strategies in response to shifting consumer demands and evolving industry trends. Bill's invaluable insights shed light on how automation is not only reshaping the financial services sector but also driving innovation to new heights.Timestamps*(00:00) Episode Start*(03:20) Bill's insights on financial services*(09:30) Process thinking in financial services*(13:29) Role of open APIs in customer experience*(17:15) Navigating friction between legacy technology and open APIs*(21:54) Optimizing open APIs through integration*(25:16) Most beneficial process enhancements with digital technology*(31:39) Early tech adopters and trends in finance*(36:19) Simplifying technology for organizational growthEpisode Key TakeawaysCulture trumps strategy: Foster a corporate culture that prioritizes adaptability and innovation over sticking strictly to traditional strategies. This shift enables companies to effectively navigate industry disruptions and swiftly respond to evolving challenges.Adopt API monetization strategies: Align your API strategy with business objectives. Assess whether opening APIs enhances user base or generates revenue. Ensure regulatory compliance and adoption potential align with market expectations.The need for a mobile-first strategy: Prioritizing mobile and internet-first service development will help you stay relevant. This meets the rising demand for mobile access and seamless user experiences in a competitive market.Navigate legacy system challenges with partnerships: To overcome the friction between legacy systems and the need for open APIs, collaborate with technology partners. Look for solutions like code refactoring or API runbook conversions to bridge the gap between outdated mainframes and modern API requirements, facilitating smoother integration.Top Quote“There's a famous quote by Peter Drucker centered around culture. That quote is ‘Culture eats strategy for breakfast.’ So I've kind of spun that on its heels a bit in the sense that if your industry strategy does not address culture, then all you're eating is breakfast. You're leaving out lunch and dinner as well. So that's very important in terms of mindset, automation, integration, and digital transformation. Especially in a heavily regulated industry such as financial services.”

In this episode, Markus Zirn, Sari Vuola-Vuorinen and Andrew Newson explore the intricate world of ICEYE, where business meets technology. Sari and Andrew share their experiences about transforming ICEYE's business processes, fostering collaboration and innovation, and optimizing their IT environment for agility. This dynamic duo, one steering business transformation and operations, and the other helming IT, open up about their unconventional approach to harnessing the power of diverse engineering domains within their teams. From discussing ICEYE's unique work culture and compelling journey to the importance of maintaining a balance between governance and democratization, their candid stories provide a captivating glimpse into the ICEYE experience.Timestamps*(00:00) Episode Start*(03:22) What is ICEYE?*(05:18) People and culture at ICEYE*(11:47) Exploring the dynamics of fusion teams at ICEYE and its impact on growth*(19:45) Comparing IT environments and the magic at ICEYE*(21:25) How to implement a long-term vision using enterprise systems*(23:49) Balancing democratization and governance for security and inclusivity*(26:03) Uniting fusion teams, collaboration, and governance to drive innovation*(28:53) Navigating innovation and agility in agile vs. static environments*(32:11) Importance of end-to-end processes and ICEYE's strategic approach*(38:47) Advice for emerging and established organizationsEpisode Key TakeawaysPrioritize collaboration and fusion teams: Foster a culture of collaboration by uniting diverse talents and harnessing their curiosity. Establish clear objectives to channel contributions effectively. Embrace fusion teams to promote cross-functional collaboration, bolstering synergy and driving transformative outcomes.Embrace end-to-end eusiness processes: Emphasize a comprehensive understanding and management of business processes, from inception to completion, to optimize efficiency and deliver value to stakeholders. Shift focus from isolated tasks to a holistic view, ensuring seamless operation throughout.Implement loosely coupled architecture: Andrew advocates that this strategy helps pivot and provide a consistent method of transferring data and integrating systems without disrupting core architectures. Embrace this approach for enhanced agility, facilitating rapid adjustments and scalability within complex systems.Cultivate innovation and agility by embracing change: Be open to new ideas and encourage your team to trial and error for continuous improvement. Be able to adapt to learnings quickly. Manage tooling demands proactively, aligning with the pace of business evolution for sustained growth and competitiveness.Top Quotes"Sari and I's approach here is to transform how the business operates. It's not just implementing a system, it's not just providing IT tools. It is fundamentally changing business processes, changing the way that we work with our partners and our customers. And that really is a differentiator for me to have the opportunity to influence the core workings of a reasonably mature and sizable business is probably the unique thing.” - Andrew Newson“It's all about people and collaboration. And that's why I like the diversity in practice being also that we can, through collaboration, bring very different people around the table. And curious people are committed to making the change. If you just are clear with the aspiration, the direction, the vision, you then enable people to do their best, so miracles happen.” - Sari Vuola-Vuorinen

In this episode, Markus Zirn and Earl Newsome delve into Earl's impactful role at Cummins Inc., exploring how technology bolsters the company's multifaceted business landscape. Drawing insightful parallels between IT composability and the improvisational nature of jazz, Earl explores the criticality of agility and interoperability amidst the dynamic tech sector. Diving into the realm of AI, Earl advises a collaborative approach over a replacement model, envisioning technology users as empowered 'AI artists'. He passionately emphasizes the nexus between comprehending business processes and technology's pivotal role, advocating for an adoption-driven model to unleash the full potential of technological advancements.Timestamps*(00:00) Episode Start*(02:12) Business processes and technology integration at Cummins*(07:27) Evolution of the CIO role*(12:22) Importance of a growth mindset in IT leaders*(15:32) Earl's insights on AI*(26:57) Composability as an IT tool*(33:07) Significance of diversity in tech*(39:22) Simplifying technology adoption and streamlining user experienceEpisode Key TakeawaysJust ‘Add One’: Earl promotes the practice of adding one action to your normal routine that can make a difference. Whether it be reading a new book, engaging with people outside your usual network, or exploring different vendors - this 'Add One' strategy could have a multiplier effect if adopted widely.Embrace the theory of the business: Mastering the core principle behind your business's revenue generation is indispensable. A profound understanding of your business theory enables you to align your technological endeavors to enhance performance, quality, and operational continuity.Move from installation to realization: It's time to transcend mere technology installation and start realizing its full potential. The true value of technology emerges through widespread adoption and utilization. Embracing this shift toward realization can propel your business towards unparalleled levels of productivity and success.Create technology anthropologists: Earl proposes the creation of a groundbreaking role - the "Technology Anthropologist." Individuals in this role would delve into how technology is used in the real world, paving the way for more user-friendly and accessible technology solutions. This innovative approach has the potential to accelerate technology adoption rates and optimize utilization efficiency.Top Quote“Software is eating the world today. And so you have to move from being a caretaker to actually being a harvester. You have to plant those seeds, and you've got to water those seeds, and then you've got to grow those seeds, and not only grow, right? You have to harvest [them] in order to get the full value of technology in your business. So how is software going to eat your industry? If you understand that, then you can understand what seeds you plant, where you need to plant those seeds, how you get those seeds to grow, and then how you harvest the benefit of that technology embedded in your in your business.”

A few months after Workato's CEO Vijay Tella released the Wall Street Journal Bestselling Book, "The New Automation Mindset," we launched this companion podcast, and the response has been amazing. Thank you for the thousands of listeners who tuned in and to the incredible guests who joined us for Season One.We learned from leaders at Nvidia, Nasdaq, Vodafone, Amazon Web Services, Bain, Ernst and Young, Kyndryl, and many more. Now, we are excited to announce Season Two. Over the next 13 episodes, we'll hear from another incredible roster of business leaders. Join Markus Zirn, Chief Strategy Officer at Workato, as we continue the journey to learn more about this new era of AI, Automation, and Integration.

Episode SummaryIn this episode, Markus Zirn and Rama Theekshidar dive deep into what’s driving digital transformation in the distribution industry. Rama delves into the transformative potential of AI, the benefits of adopting composable architecture, and the significance of cultivating a growth mindset. From discussing the vast scale of the distribution industry to the evolutionary impact of new technologies and AI, Rama offers visionary insights and practical advice for leaders embracing change and innovation. These compelling insights extend beyond distribution to anyone navigating the digital transformation journey in their industry.Timestamps*(00:00) Episode Start*(02:47) Understanding the distribution industry and Rama's background*(08:56) Evolution in the distribution industry*(15:00) Enabling digital transformation through composable architecture*(22:50) Choosing the right technology partner - What to look for and what to avoid*(28:52) AI's impact on the distribution industry*(37:42) Rama's thoughts on the future of AI in business*(46:01) How to be a rebel entrepreneur and Rama's advice for Technology leadersEpisode Key TakeawaysEmbrace composable architecture: Integrate flexible and interchangeable services to enhance scalability and efficiency within your operations. By adopting this approach, you empower your organization to adapt swiftly to evolving needs.Revolutionize your business with AI: Explore innovative applications of AI beyond task automation. Identify opportunities to leverage AI for creating new business models and enhancing existing ones, driving transformative change and competitive advantage.Harness existing experience and knowledge: While AI and automation are reshaping industries, Rama talks about the importance of retaining and re-purposing experienced staff. By blending traditional wisdom with cutting-edge technologies, you can achieve more sophisticated outcomes and sustainable growth.Commit to lifelong learning: As Rama quotes, "You only get smarter by playing a smarter opponent." Continuously seek knowledge from diverse sources to innovate and overcome challenges. Prioritize understanding human behaviors, business trends, and industry shifts alongside learning new technologies.Top Quote“Coming from an electrical industry, it's almost like we have to be like a transformer. A transformer's operating principle is mutual induction. And mutual induction is the power of a transformer to transfer power between a primary coil and a secondary coil and then magic happens, correct? That's mutual induction. What I mean by that in our world is how do we have business teams and technology teams acting as the primary and the secondary coil, and you create a mutual induction using a composable architecture where, we have made technology using composable architecture and large language models and AI where the business and tech teams are in it together, solving four problems together, not creating different solutions in silos. When we do that like a transformer, it is quite powerful, and then we will all win.”

Episode SummaryIn this episode, Markus Zirn and Luis Enriquez navigate the intricate world of technology leadership and business process optimization. Luis brings a wealth of experience in transforming IT and shares his insights from his roles at Grab and Zuellig Pharma. They dive into the benefits of focusing on process optimization and the importance of embracing discomfort as a significant catalyst for evolution. By scrutinizing buzzwords like AI and data, Luis stresses the importance of accessing their full potential beyond mere trends. Timestamps*(00:00) Episode Start*(03:45) Luis' career journey at Grab*(16:35) Challenges of app overload and the importance of end-to-end process*(25:35) Luis' experiences at Zuellig Pharma and the Impact of process design*(36:30) Evolving role of technology in pharma distribution*(42:12) Advice for aspiring and experienced CIOsEpisode Key TakeawaysPrioritize effective process design: Focus on essential tasks, remove unnecessary steps, and automate wherever possible to enhance productivity in large-scale operations. This was exemplified by Luis’ experience at Grab, where he streamlined process models to drive efficiency.Don’t overlook the importance of data: All cutting-edge concepts such as AI substantially depend on data. Ensuring data is clean, ready, and in an environment conducive to AI applications is necessary for successful implementation.Learn and educate yourself continuously: It's crucial to understand different disciplines, geopolitical situations, and historical contexts, as they impact technology landscapes. Effective leaders continuously expand their knowledge base through reading, and learning about society, history, and other areas that shape technology. Embrace discomfort for innovation: It's through discomfort and challenging situations that new insights and improvements emerge. Consistently pushing oneself to new limits and stepping outside of your comfort zone is an excellent approach to becoming innovative and adaptable.Top Quote“To anybody starting on this journey - get into the details. Don't get caught in the buzzwords. AI is about data, it's as simple as that. Don't get caught in the sense of all these different companies coming: 'I will give you the X, the Y, the Z, and it will be implemented in no time, and tomorrow you will be a hundred points higher in your revenue.' No, it takes time to evolve. So get into the details, take the buzzwords out."

Episode SummaryIn this special episode, Markus Zirn is joined by a distinguished panel of AI and automation leaders: Harish Surendranath from Amazon Web Services, Jia Li from LiveX AI, and Jeff Thomas from NASDAQ. They delve deep into the transformational power of advanced AI technologies, exploring how generative AI is altering the landscape of business processes and workforce dynamics. From enhancing customer experiences to supercharging back-office operations, they shine a light on the myriad ways AI is redefining the enterprise world. Tune in to gain top insights into the AI revolution, the rise of generative AI, and how adopting an 'automation mindset' plays a crucial role in staying ahead of the curve.Timestamps*(00:00) Episode Start*(04:35) Diving into the growth mindset and the CES Convention*(08:56) LiveX AI’s approach to GenAI *(13:05) GenAI use cases at AWS*(15:05) Future of Generative AI*(15:43) GenAI at NASDAQ*(20:29) Impact of the new AI transformation wave*(26:56) Democratization of AI*(30:42) AWS’s Approach to AI and its impact on customers*(36:05) Importance of responsible AI and governance*(38:41) Role of AI at NASDAQ*(42:02) Workato's approach to GenAI and the growth mindset*(48:50) Advice on GenAI governance across industries*(56:10) Disruptiveness of AI and its impact on the workforceEpisode Key TakeawaysGenerative AI’s potential to revolutionize multiple sectors: Harish hammers home the breadth of generative AI's influence. Reinventing customer experiences and enhancing employee productivity, AI's scope of application is radically diverse and impactful. He offers a glimpse into Amazon's responsible AI strategy and how the tech giant is using custom silicon to enhance the price-performance ratio for AI applications. Generative AI democratizes innovation: Jia highlights the power of generative AI in lowering barriers to entry, and 'augmenting' human capabilities. She shares insights from her work in Google Cloud AI and her current endeavors at LiveX AI, particularly how AI is set to impact the myriad aspects of everyday life. The power of AI in streamlining operations: Jeff underscores NASDAQ's strategic use of AI to augment productivity, foster product innovation, and streamline processes. Emphasizing the importance of staff training and robust governance mechanisms, he points out the key role these factors play in safeguarding trust and ensuring responsible implementation of AI.Top Quotes“We think about generative AI in two ways at Nasdaq. One, we think about how we can integrate it in our products. And then the second area is how we can use it on our business. And so, when we think about generative AI in the products, it's how can we change the user experience? How can we change the productivity gains that our customers get out of our products and solutions?” - Jeff Thomas“Right now, given the low barrier to entry for generative AI products. Think of, there is a mom-and-pop shop who are serving their customers and they really want to focus on their business. And in the past, they probably need to spend a lot of time on customer support and sales efforts, et cetera, et cetera. But now, generative AI can actually automate much of this experience so that the repetitive aspects can be reduced and the business owners, or the small team, can serve their customers much better. And it's essentially AI for everyone.” - Jia Li“We are going to see augmentation of productivity and the workforce being more productive thanks to AI. There will be higher value tasks and even higher value than what we are doing today for humans to do and for our AI sort of assistants or co-pilots to kind of help us along the way. So I'm an optimist.” - Harish Surendranath

Episode SummaryIn this episode, Markus Zirn sits down with Carter Busse to discuss the transformative power of automation, AI, and integration in the business landscape. They explore the shift from a traditional mindset to a forward-thinking, growth mindset, essential for harnessing the full potential of automation and AI. Carter underscores the significance of employee happiness and efficient business processes, backed by compelling examples illustrating automation's profound impact on business processes. He also shares insight into the role of AI in automation, and his optimistic vision for the future.Timestamps*(00:00) Episode Start*(02:16) Carter's thoughts on The New Automation Mindset*(05:00) Carter's automation strategy*(07:39) The evolving CIO’s perspective on automation*(10:05) AI’s influence on business processes*(11:59) Real-world automation use cases*(20:00) Challenges with Integration*(21:45) AI's impact on automation at Workato*(26:05) Balancing the human element in tech*(28:42) Solutions for future-proof strategies*(30:22) Carter's insights for the future*(33:10) Today’s TakeawayEpisode Key TakeawaysImportance of a growth mindset: Executives need to break free from limitations imposed by a fixed mindset. In this rapidly evolving environment, it’s critical to pivot and change your thinking from task-based to growth and process-based. Adopt an incremental approach to automation: When you begin adopting automation, start small and control what you can. But embrace a fast-paced, fail-fast approach to show possibilities to other business users. Automation empowers people: Automation is key to helping people do great things. Empowering users with technology tools fosters innovation and enhances overall employee happiness.The value of the people, process, technology framework (PPT): PPT emphasizes prioritizing people and processes over technology when making decisions. Use this framework to navigate your business journey, ensuring a holistic and user-centric approach to technology implementation.Top Quote“People, process, technology is what every CIO thinks about. And it's actually run my team meetings. People, process, technology. We talked about technology last. We talk about the people first, talk about process, and we talk about technology last. That's the way we're always thinking about it here.”

Episode SummaryIn today’s episode, Markus sits down with Mikael Yayon, partner at Ernst & Young, to discuss Mikael's transformative journey of revolutionizing traditional audit processes through cutting-edge automation tools. They explore how Mikael's team leveraged Workato to amplify process efficiency, eliminating manual data collection and promoting direct client interactions. Mikael advocates for team-wide adoption of technology tools like Workato, recognizing the synergy between his team's professional expertise and the tool's functionality. In his final advice, Mikael shares insights on future-proofing processes by embracing new tech advancements, such as generative AI. Timestamps*(00:00) Intro*(01:56) Inside Mikael's day-to-day at EY*(05:31) EY's automation Journey pre-Workato*(10:29) Workato use case at EY*(14:30) How Workato revolutionized client interactions at EY*(20:30) Automation as a market differentiator*(25:20) EY's approach to scaling automation and efficiency with Workato*(30:56) EY's evaluation process for Workato*(35:34) Future of auditing and Audit 3.0Episode Key TakeawaysRevolutionize your business with automation: Elevate your operational efficiency and accuracy by leveraging automation tools like Workato to automate manual tasks seamlessly. This translates into a tangible reduction in labor and time spent on manual data collection.Foster direct client interactions with automation: Opt for technological solutions that facilitate direct client interactions, eliminating the ‘middleman’. You will streamline communication, simplify procedures, and create a more client-friendly process by embracing automation tools.Empower your team with widespread tech adoption: Ensure that your entire team is proficient in the technology tools you employ. Maximize usage, boost efficiency, and empower your team to synergize their expertise with the functionalities of the tools you've integrated.Embrace the tech evolution: Strategically incorporate innovative technologies into your processes for future-proofing. In the age of AI, explore the possibilities of integrating a generative AI layer to amplify your business processes. Lay the groundwork now for the future transformation of your industry or processes.Top Quote“Every company, everyone, needs to transform. We need to make that transformation, to evolve, and to integrate all of the new processes and all of those new technologies that are part of the transformation process. I think also it means trusting your employees. You need to trust them. You need to trust the person you're working with. Sometimes it can be challenging. Changes are always challenging for people, but you need to do that in a way where they feel comfortable. Where they have the appropriate support internally, and they feel comfortable using a tool that they're familiar with. We're all together and the clients definitely see the added value on that."