The key to transforming customer operations lies in breaking down organizational and automation silos. Yet this demands a paradigm shift that enables a centralization of digitization efforts.

In contrast to this centralization, automation methods should be diverse, allowing business users and citizen developers alike to rapidly respond to shifting business circumstances. Meanwhile, advanced integration is critical for connecting data and applications in order to enable a single customer view with real-time insights and automation of business capabilities that support data reuse.

Process knowledge too is key, allowing the identification of potential processes for automation, with industry knowledge ensuring the best decisions are made during the redesign of the end-to-end business process to maximally reap the benefits of automation.

Finally, achieving zero-touch operations requires a process of continuous improvement, assisted by AI, machine learning and ongoing input from industry experts.