Processes are at the heart of digital transformation. The aim is to integrate technology into all aspects of the business to simplify, automate and improve operations and deliver greater value and the best experience to customers (and employees 😉).


This cultural shift requires us to constantly question the status quo, experiment and if necessary learn to accept failures as part of that learning process.

What processes are we talking about?


  • Design of customer-centric experiences such as "one-click" sales models and services which are omni-channel, transparent and simplified.
  • Scaling of personalisation so that each customer has an experience fully tailored to their needs.
  • Do-it-yourself processes, enabling self-service capabilities.
  • Use of automation and real-time information for recommendations and actions.

Process Engineering and Intelligent Automation

The Process Engineering and Intelligent Automation teams develop the following three main lines:


  1. Enhancement of process analysis capabilities by using data-driven methods such as process mining to discover processes in an automated and objective manner.
  2. Rethinking of process modelling approaches by adopting event-driven methods that enhance flexibility, adaptability and customer centricity.
  3. Boosting automation through hyper-automation capabilities, leveraging AI and cognitive resources to automate repetitive and time-consuming tasks.


Hyper-automation allows automation of tasks that were traditionally performed by people, paving the way for AI to work hand in hand with us. In other words, it frees the team up from having to do more repetitive tasks so they can participate in the design, development and execution of other more creative and innovation-focused tasks.