The New Automation Mindset: AI + Automation + Integration

In this episode, Markus Zirn and Jim Williams discuss automation's impact on marketing operations, spotlighting Uptempo's innovative approach. They explore how Utempo uses Workato to streamline data flow between marketing and finance, setting new efficiency standards. They also touch on AI's potential in redefining marketing strategies. This episode offers a glimpse into the future of marketing, emphasizing integration, innovation, and insight.Timestamps*(00:00) Episode Start*(02:50) What is Uptempo?*(04:47) Why automating the back end of marketing matters*(08:34) Workato’s Impact at Uptempo*(14:42) Role of integration in marketing strategies*(17:24) 'The New Automation Mindset' and its impact on the CMO role*(22:30) Turning big data into big marketing operations*(28:29) AI revolution in marketing*(35:50) How to scale through integrationEpisode Key TakeawaysAutomate the back end of marketing: Simplify your marketing processes by automating back-end tasks. Ditch the spreadsheets and embrace efficiency, saving time and reducing errors in planning, budgeting, and execution.Merge your marketing and finance data: Unify marketing and financial data for deeper insights. This will enable your team to track spending, measure effectiveness, and adjust strategies confidently while empowering your CMO to make more informed decisions.Embrace AI in your marketing: Harness AI to enhance marketing efforts. From content creation to campaign planning, AI boosts efficiency and provides valuable insights, keeping you ahead of the curve.Top Quote"Change management in any organization is difficult. But take a global organization that's got 5,000 marketers, and they're organized into different regional groups and each wants to go to market in their own unique way. So that whole idea of the automation mindset is, by integrating these systems and then applying smart automation, smart business practices, you can actually begin to pull this system together into something that gives you the agility you need."

In this episode, Markus Zirn, Kerry Officer, and Al Smith discuss the future of business applications in HR, focusing on the shift from digitizing paper systems to creating outcome-driven user experiences. They explore iCIMS' journey through three generations of integration platforms, emphasizing low-code solutions, event-driven workflows, and the integration of AI and generative AI. You’ll learn how these advancements enhance recruitment processes and create efficient, customizable user applications. Moreover, they shed light on the principles of responsible AI, especially in sensitive data domains like HR and recruiting, ensuring fairness and transparency in automated systems.Timestamps*(00:00) Episode Start*(03:25) Business applications as a 'digitization of paper systems'*(05:22) iCIMS's integration journey*(12:15) How iCIMS is scaling adoption of integration*(19:00) Workato's impact on iCIMS’ next-gen business applications*(21:38 iCIMS’ AI and GenAI journey*(31:55) Responsible AI in sensitive data*(43:10) How to enhance business applications with low code integration, event-driven workflows, and AIEpisode Key TakeawaysTransition to outcome-driven applications: Evaluate your current business applications to identify areas where they simply digitize existing processes. Transform them into tools that actively achieve desired outcomes, leveraging tech for added value beyond digitization.Leverage low-code platforms for better integration: Assess your integration challenges with low-code platforms. Start small to familiarize your team, then expand gradually. This approach can help streamline your business processes, making them more adaptable and efficient.Adopt event-driven workflows: Identify business processes that could benefit from becoming more dynamic and responsive. Automate with event-driven architectures to enhance agility and reduce manual processing.Implement responsible AI practices: Begin by auditing your current use of AI to ensure it aligns with ethical guidelines. Consider where generative AI can enhance your operations without introducing bias. Focus on transparency, allowing users to understand how AI decisions are made, and involve them in the process to ensure outcomes are fair and balanced.Top Quotes“When we look at scaling, it's not just ‘can we deploy more customers,’ right? It’s ‘can we load larger volume data? Can we put more customers on the platform without degradation? Can we scale globally? How do we just make smarter integrations so that it's faster to deploy same day? We get them up and running in an hour.’ So there's lots of facets in scaling that come to play in automation and integrations that we've really been looking at. As technology gets smarter, and these customers continue to want more automations, they're not settling with what they have. They're always pushing those boundaries.” - Kerry Officer“I don't think anybody says, ‘Hey, I want to do the 10 steps that it takes for me to generate a job offer for Markus.’ But I'd like to generate a job offer for Markus. That's the outcome I want to get to and I may or may not be an expert user of the software to do that. And look, there are regulatory steps in there that I need to make sure get covered. But why can't the technology help me pre-populate, know what things need to be done, take me as if it was an expert to the outcome steps and let me handle the differential things that I need to be the value add, decision-maker on. That's what we're working on as kind of the next step with this technology.” - Al Smith

In this episode, Markus Zirn and Kamlesh Talreja explore the technology parallels between Workato and Capital One, highlighting the strategic significance of cloud computing. They explore how harnessing cloud-native capabilities has fueled innovation, enriched customer experiences, and optimized data utilization well beyond the simple migration of traditional platforms. Drawing from his extensive experience, including 15 years at Amazon, Kamlesh reveals how it shaped his perspective on innovation in the cloud. They further dive into the transformative power of APIs, the role of AI and data in enhancing customer experiences, and the cultural and operational shifts necessary for companies to thrive in a cloud-dominated landscape. This discussion uncovers key strategies and insights on leveraging cloud technology to drive business innovation and operational efficiency.Timestamps*(00:00) Episode Start*(05:05) Kamlesh's 15-year journey at Amazon*(16:18) Capital One vs. Amazon: Similarities and differences*(20:10) Benefits of going cloud-native*(25:42) Is on-prem more secure than the cloud?*(30:50) Impact of Jeff Bezos' 'Build APIs or you will get fired' memo*(38:16) Capital One's strategies around data and AI*(41:45) Understanding Capital One's Auto Navigator*(46:10) How the cloud transformed culture at Capital OneEpisode Key TakeawaysMake the shift to the cloud: Transitioning to the cloud offers more than just cost efficiency. It unlocks agility, fosters innovation, and elevates customer satisfaction. By harnessing cloud technologies, you can catalyze business transformation and cultivate a culture of scalable innovation.Adopt an API-first strategy: Follow industry leaders like Amazon. Embrace service-oriented architecture for swift and scalable development, laying down a robust digital infrastructure that empowers teams to innovate seamlessly and deliver transformative solutions.Enhance your customer experience with data and AI: Transform data into stories and AI insights into personalized experiences. Anticipate customer needs to create intuitive products and services, ensuring every interaction reflects your commitment to customer value and fosters loyalty.Foster a collaborative cross-functional culture: Break down silos and foster collaboration across departments. Model after successful examples like Capital One's cross-functional teams to spark innovation and align technology with business objectives. By cultivating a culture of collaboration, you can ensure transformative projects that prioritize customer-centric outcomes.Top Quote“The strong belief we have and what I've seen, cloud today is in fact way more secure than any on-prem infrastructure we might have. You have cloud services such as AWS and Azure and Google now powering many of the military and intelligence operations of many countries, including the US. So you can't have more security than those, many of those highly sensitive workloads. And, I know for a fact, AWS, it is applying that same way they build regional data centers for the military, the same way they build it for the intelligence services. That's the same way they're building any of the data centers.” – Kamlesh Talreja

In this episode, Markus Zirn and Judith Apshago explore the dynamic realm of IT leadership and the impact of technology on organizational transformation. Judith takes us on a journey through her illustrious career spanning industries from rail to biotech. Delving into the heart of process innovation, she reveals Amtrak's cutting-edge advancements in predictive maintenance, aimed at revolutionizing operational efficiency and elevating customer experience. She also unveils her unique approach to IT leadership, where business-IT collaboration, agility, and strategic integration of data and AI take center stage. From her groundbreaking work at U.S. Silica to her current role at Amtrak, Judith shares invaluable insights on leveraging technology for transformative impact across many industries.Timestamps*(00:00) Episode Start*(03:15) Judith's career at Amtrak*(10:15) Judith's process innovation at U.S. Silica*(17:10) Advice on business process redesign (BPR)*(21:10) Role of IT in solution design and business partnership*(26:55) Identifying cross-industry experience for process improvement*(32:22) Challenges and opportunities in AI-driven process improvements*(36:06) How to lead organizational transformation*(39:45) Judith's advice for IT professionalsEpisode Key TakeawaysStart Small and Iterate: When implementing new technologies or processes, begin with a manageable scope. Test the waters, gather feedback, and refine your strategies accordingly to ensure they address pertinent business challenges effectively.Leverage Data and AI: AI can help you extract valuable insights from your data, enhancing decision-making and operational effectiveness. Reimagine processes with innovative, data-driven approaches to drive fundamentally better solutions.Align IT with business goals: Ensure seamless alignment between tech initiatives and overarching business goals. Get IT and business teams in sync, collaborating closely to make sure every tech move delivers real business value.Foster curiosity and innovation: Cultivate a workplace culture that champions continuous learning and inventive problem-solving. Empower your team to explore emerging technologies and brainstorm solutions to address business challenges effectively, fostering a culture of continuous improvement.Top Quote“The people who are most valuable to me in the organization are the dot connectors who can see things in different places and say, ‘if that works over here, maybe we can leverage it over there.’ Back to that example I gave about the data that we're collecting from the trains and the tracks – we're doing that for a specific purpose to improve our maintenance processes, but that data is also valuable in other places in the business. So how can I connect dots and see where else might this information be valuable and what other information might be valuable to this process? So again, dot-connecting is a kind of key skill in this area.

In this episode, Markus Zirn and Michael Balarezo explore the transformative realm of automation and AI. Leveraging his experience leading Media.Monk’s Automation and AI strategy, Michael offers a wealth of invaluable insights on navigating digital transformation. They discuss the synergy of AI and automation, highlighted by Media.Monks’ revolutionary software, Monks.Flow. Michael also emphasizes the importance of fostering an automation-first culture and making AI tools accessible across the workforce. Whether you're a tech enthusiast or industry professional, Michael's expertise offers practical advice for leveraging automation and AI to drive organizational transformation.Timestamps*(00:00) Episode Start*(03:52) Michael's thoughts on AI and automation*(08:11) Media.Monks' Monks.Flow software*(11:37) Michael's journey at Media.Monks*(22:00) Automation culture at Media.Monks*(29:16) Empowering people in automation*(34:59) Experiences with AI integration in automation*(39:59) AI as a tool for inspiration*(45:12) Michael's advice on automation and AIEpisode Key TakeawaysMaximize the power of automation with AI: Look for ways to bring AI into your automation projects. AI can help make smarter decisions and supercharge your automation processes to work even better alongside humans.Foster an automation-first culture: Make automation a part of your organization's DNA. Encourage everyone to get on board with automation, ensuring that its benefits and know-how are available to all.Democratize access to technology: Ensure that everyone in your team has access to AI and automation tools and training. By giving everyone a chance to engage with these technologies, you're opening the door to new ideas and innovations.Prioritize your budget for automation and AI: Get the money conversation going early. Make sure there's a dedicated budget for automation and AI projects by working closely with your financial decision-makers. With clear financial planning, you can speed up the adoption and growth of automation and AI in your organization.Top Quote"I've always said automation is change management. And there's this push and this pull in the automation journey. As you continue to scale out automation in your practice, you have to really identify what works and what doesn't work, for your business. But it's a team effort. If you don't have other folks around you supporting that and also beating the same drum, it makes it very difficult to kind of adopt that sort of mentality, that mindset, that culture." – Michael Balarezo

Hillary Carpio, an Account Based Marketing expert and author of 'Busting Silos', teams up with data-driven operations specialist Markus Zirn. They discuss innovative ABM strategies that dissolve silos and foster collaboration. Hillary reveals how Snowflake's unique tech stack, Snow House, enhances targeted client engagement. The duo dives into data activation, emphasizing its critical role in marketing success. They also explore the empowering fusion of AI and automation in transforming customer engagement and driving efficient marketing operations.

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.”