Empower the people who make your organization competitive with intelligent technology

Whether they’re service providers or product developers in B2B or B2C, organizations with a competitive edge today are focusing on people over products. And that’s not to say the focus is solely on customers. Internally, especially within the younger workforce, employee experience is key. These organizations realize the importance of internal culture and work/life balance to both employee retention and delivering a better customer experience.

So what does this have to do with technology investments?

A recent ebook from research firm IDC discusses the importance of work transformation (WX), which it defines as “a key component of digital transformation that aims to create an employee experience-focused culture using intelligent automation to drive initiatives.” According to IDC’s data, only 7.5 percent of organizations surveyed have “agile, adaptive, learning and transformational WX initiatives that deliver a competitive advantage.”

How can your organization join this small group of what IDC calls “digitally determined” organizations? The answers lie in working to understand the needs of your human workforce, using intelligent technologies to empower them and assisting them in realizing the potential of having these solutions at their disposal.

Focus on your people

It’s clear – many organizations are struggling to get buy-in from both management and staff members (future end-users). For end-users in particular, choosing the right solution requires listening to the language they use to describe their challenges and gaining a deeper understanding of their specific needs. Once chosen, organizations can position the technology to end-users with these things in mind.

We use these same techniques in marketing. Truly understanding your target audience and speaking to a problem or solution in their words, not yours, can make a big difference in how they view and adopt a new solution.

It’s also important to understand how a given technology investment will impact an individual. From replacing a job to simply replacing specific aspects of an individual’s role, knowing exactly how a technology solution might empower or aid a given staff member is crucial to smoothing the path forward.

Apply technology in smart ways

Intelligent automation (IA) is at the top of everyone’s minds in the information management space. But what can it actually do for your organization? There are two important aspects to consider when attempting to answer this question.

First, these advancing and emerging intelligent technologies are absolutely worth a look. Organizations are investing in them more and more to strengthen and speed their processes and improve service.

For example, 76 percent of mature, digitally determined organizations surveyed by IDG have deployed intelligent enterprise capture and are using it to “engineer efficient, automated workflows.” If you have not already invested in IA, your ability to stay competitive depends on taking a closer look at how intelligent technologies can help your organization, department and/or processes work better.

At the 2019 AIIM conference, Greg Verdino’s keynote address emphasized that the world and our culture have shifted and changed because of what technology offers. And, he argued, organizations need to shift, as well. With this in mind, putting technology into outdated processes doesn’t fix the underlying problem. So the second part of intelligent automation includes the work of taking a step back to refine processes and allow technology to partner with employees in intelligent ways.

Taking a smart approach to laying the groundwork for your organization’s shift could result in significant rewards. Case in point: according to IDG’s research, one “U.S. state government IT department deployed content workflow technology to automate accounts payable, requisitions and purchasing” and are now saving 350 hours per month and $140,591 annually.

Realize your organization’s true potential

Once technology is implemented, the impact it can have on both employees and organizations is tremendous. Employees can finally move from manual, tedious, menial tasks to high-value work in high-value roles. Consider these benefits experienced by organizations in IDC’s survey group that have deployed automated content workflows enabled by intelligent technology:

  • 3 percent have reduced paper documents
  • 5 percent have reduced the amount of time spent looking for and/or recreating lost or misfiled documents
  • 2 percent have reduced the amount of time spent on document-related tasks each week
  • 6 percent have reduced errors

Technology investments empower staff to work to their full potential. There are plenty of decisions and interactions that require human emotion, human compassion and the human mind. But they also require access to critical information instantly – because customers in our completely connected world expect it. Technology enables accurate decisions and fast responses to customers while people provide the human compassion and analysis customers still appreciate.

At the end of the day, happy customers come from happy and empowered employees. And happy customers keep business growing.


Over the last few years working at Hyland, creator of OnBase, Jaclyn has definitely started to drink the Kool Aid – day and night enthusiastically discussing the wonderful benefits of OnBase with fellow Hylanders, family, friends, and even complete strangers. Her graduation from the University of Rochester with a major in economics, minor in film studies and concentration in neurological science only goes to show how vast her interests are. With that in mind, it is no surprise she truly enjoys working to market OnBase across an equally vast number of industries – some even mirroring her academic interests (financial services, arts and entertainment and healthcare/sciences) – as a member of the Product Marketing team at Hyland.
Jaclyn Inglis Clark

Jaclyn Inglis Clark

Over the last few years working at Hyland, creator of OnBase, Jaclyn has definitely started to drink the Kool Aid – day and night enthusiastically discussing the wonderful benefits of... read more about: Jaclyn Inglis Clark