The New Automation Mindset E-Book

Vijay Tella

• Herausgeber: John Wiley & Sons
• Kategorie: Fachliteratur
• Sprache: Englisch

Seitenzahl: 421

Veröffentlichungsjahr: 2023

Beschreibung

**A WALL STREET JOURNAL AND USA TODAY BESTSELLER**


Explore the true potential and impact of business automation

Digital transformation of the business landscape is well underway, and businesses are being reshaped faster than ever before. Agility and adaptability are now critical components of these business' survival. But building these traits requires a holistic approach with an unrelenting focus on automation. How does one go about developing that focus?

In The New Automation Mindset: The Leadership Blueprint for the Era of AI-for-All, renowned entrepreneur and tech strategists Vijay Tella, Scott Brinker, and Massimo Pezzini deliver a guide to implementing automation in the real world, avoiding jargon and vague bromides in favor of concrete examples of the successful integration of automated technologies and descriptions of the positive results they had on the companies that deployed them.

In the book, you'll also find:

• Hands-on advice for C-suite executives, front-line managers, and everyday employees to implement effective automation frameworks
• Insightful explorations of the innovation and growth advantages of automation
• Deep treatments of how automation is about more than just RPA—or Robotic Process Automation—and efficiency

An inspiring and practical presentation of one of the most essential topics in business today, The New Automation Mindset will earn a place on the bookshelves of founders, entrepreneurs, managers, shareholders, tech enthusiasts, knowledge workers, and anyone else with an interest in digital transformation and commerce.

Leseprobe

Table of Contents

Cover

Praise for

The New Automation Mindset

Title Page

Copyright

Foreword

What Is Automation?

What Is Integration?

Implementing a Single, Unified Strategy

Introduction

Do We Follow Systems or Task Thinking?

Do We Embrace Change or Fear Breaking Things?

Is Automation a Team Sport or Exclusive to Specialized Experts?

Generative AI + Cloud‐native Automation Changes Everything

The Blueprint for the New Automation Mindset: Enterprise Automation and Generative AI

The New Era of Digital

A Roadmap to the New Automation Mindset

Notes

PART 1: The New Automation Mindset

CHAPTER 1: The New Era of Automation

Many Restaurants Would Have Been Toast Without Toast

Going Beyond Adaptation

A New Organizational Mindset

Unleashing the New Automation Mindset

Walking the Walk

Notes

CHAPTER 2: The Process Mindset

The Task Mindset vs. the Process Mindset

The Power of the Humble Checklist

The Integration Fragmentation

Notes

CHAPTER 3: The Growth Mindset

Built to Last vs. Built for Change

Process Variance vs. Adaptability

Overbuilding the Swing Set

When Stuff Hits the Fan

The Growth Mindset in Action

An Epic Scale of Change

Notes

CHAPTER 4: The Scale Mindset

Working in the Shadows—Without IT

Transformation Cannot Be Limited to IT

Embrace Scale, Empower the Company

A Democratization Revolution

Notes

PART 2: Architectural Underpinnings

CHAPTER 5: Orchestration

Approaches to Automation

The Jobs to Be Done

Orchestration's Building Blocks

Technical Capabilities Required for Orchestration

An Enterprise's Central Nervous System

Notes

CHAPTER 6: Plasticity

The Rigid Company

Less Machine, More Brain

Breaking the Mold

Putting It All Together

Notes

CHAPTER 7: Democratization

Balance Different Skill Sets for Success

Find Balance

Bring Together IT and Business

Make Governance Your Friend

Governance in the Era of AI for All

Find Common Ground

Unlock the Untapped Potential

Notes

PART 3: A Practitioner's Guide to World Class Automation

CHAPTER 8: Mastering Your Automation Journey

The Five Towers of Automation

Innovative Automations

Inspiration for Automation

Note

CHAPTER 9: The Back Office

Unlocking Business Value for Back Office Functions

Automation Use Case: IT Service Management

Automation Use Case: Streamlining Incident Management

Automation Use Case: Fine Payment Reporting

Automation Use Case: Automated Cash Reconciliation

The Power of Back‐office Automation

Back Office Is the Foundation of Every Company

Notes

CHAPTER 10: The Front Office

Company Impact Begins in the Front Office

The Rise of RevOps

Automation Use Case: Lead Management

Automation Use Case: Food Delivery and Loyalty Rewards

Automation Use Case: Deal Desk

Notes

CHAPTER 11: The Employee Experience

Automating Delightful Experiences

Automation Use Case: New Employee Onboarding

Automation Use Case: Overcoming Context Shifting Fatigue

Automation Use Case: Onboarding in the Gig Economy

The Future of Work

Notes

CHAPTER 12: The Customer Experience

Design CX Automations with People in Mind

Automation Use Case: Customer Portal

Automation Use Case: Frictionless Customer Check‐in

The Future of CX

Notes

CHAPTER 13: Supplier Operations

Supply Chain Process Automation Opportunities

Automation Use Case: Seamless, Self‐service Returns

Automation Use Case: Digital Supply Chain

Automation Use Case: Robots Roaming the Aisles

The Supply Chain of the Future

From Partnerships to Platforms

Notes

CHAPTER 14: The Platform‐Driven Business

Method #1: The Data Platform

Method #2: The GTM Platform

Method #3: The Services Platform

Method #4: The Operations Platform

Bring Fresh Thinking to Traditional Business

Notes

Additional Bibliography

PART 4: Making it Happen

CHAPTER 15: The Enterprise AI Platform

The Challenges of Generative AI in the Enterprise

The Platform for Actionable Generative AI

Input Method Capabilities

Execution Engine

Key Characteristics

Enterprise‐grade Capabilities

CHAPTER 16: The Automation Ecosystem

Automation Tools

A Look at a Hypothetical Process

(The Not So) End‐to‐end Automation

The Rise of Enterprise Automation

CHAPTER 17: Enterprise Automation

Enterprise Automation Platform

Architectural Styles

Pillars of Enterprise Automation

Unite Teams Through a Common Platform

CHAPTER 18: The New Operating Model

Choosing the Right Operating Model

Leading the Change

Note

CHAPTER 19: The Future of the Enterprise

From the Brink of Extinction to an IPO

Using Pandemic Momentum to Push Upmarket

The Future of the Enterprise and Becoming Unstoppable

Notes

CHAPTER 20: The New Career Paths

The Explosion of Economic Value

How Automation Is Changing Career Paths

Operation Roles and the Wonderful World of BigOps

How IT Roles Will Grow in Value

Become a Catalyst

The Stakes Are High!

Notes

Appendix A: Key Roles for Democratization

Acknowledgments

About the Authors

Vijay Tella

Scott Brinker

Massimo Pezzini

Index

End User License Agreement

Guide

Acknowledgments

Introduction

Cover Page

Praise for The New Automation Mindset

Title Page

Copyright

Foreword

Table of Contents

Begin Reading

Appendix A: Key Roles for Democratization

About the Authors

Index

Wiley End User License Agreement

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PRAISE FOR THE NEW AUTOMATION MINDSET

“It's been decades since IT executives received a gift like this amazing book. At this moment defined by Generative AI, we need it more than ever. Vijay is the real deal—and he explains exactly how individuals and teams must operate to win in the modern era. It is put in clear, easy‐to‐understand, simple language. The New Automation Mindset is a “must read.” Not tomorrow. Not next week. Now—pick it up, and crack it open. Your career will never be the same.”

—Neeraj Agrawal, General Partner, Battery Ventures

“A proactive automation mindset is critical for every organization to develop to thrive in the future. This book provides practical guidance to CIOs on not only how to develop this mindset but also democratize that across the entire organization.”

— Noni Azhar, SVP of IT at Podium

“No one in enterprise middleware has had a more impactful journey than Vijay Tella. We are so lucky, because, in this book, he shares his secrets. If you want to build an antifragile company that maximizes generative AI to overcome and thrive on challenges, The New Automation Mindset is your guide.”

—Amit Bendov, CEO, Gong

“I've have known Vijay Tella for many years and was really waiting for him to write such a book. Vijay has the most comprehensive and yet concise views on the state of the enterprise integration & AI and the role these would play in digital transformation across industries. If you look back at the most transformative middleware companies of the last two decades, you'll find that Vijay had a significant role to play in them. The integration and automation markets will be upended by AI ‐ but companies that leverage the New Automation Mindset are going to win and stay relevant. In a market with so much noise and hype, this book is a sincere effort to demystify. I will be referring to this book again and again over the next several years.”

—Anand Birje, CEO, Encora, former President Digital Business Services, HCL

“Vijay Tella is undoubtedly one of the most impactful integration and automation pioneers of the past decade. Across Tibco, Oracle Fusion Middleware, and now Workato, Vijay has been years ahead of the trends. The New Automation Mindset is a foundational book for companies looking to harness generative AI and low‐code automation to win in the new era.”

—Andrew Chen, General Partner, Andreesen Horowitz and author of The Cold Start Problem

“The New Automation Mindset is a set of powerful insights to help enterprises get off the traditional automation treadmill and onto the transformation fast‐track with true business adaptability.”

—Arthur Hu, Global CIO, Lenovo

“There are plenty of books about automation software, but none of them provide the level of insights and practical advice that The New Automation Mindset does. That's because of Vijay's deep experience in the middleware space, which clearly comes out in this book. This is a book that every CIO should read.”

—Kim Huffman, CIO at Navan

“Automation is the ultimate digital transformation. The New Automation Mindset is a must‐read for everyone in Business Technology and IT. It provides a comprehensive guide to developing an enterprise‐wide automation strategy from concept to driving business outcomes at scale.”

—Natasha Irani, Senior Director of IT, Hashicorp

“I don't know of any entrepreneur who can speak better about the future of automation technology than Vijay Tella. If you're a current or aspiring company leader who wants to stay ahead of the curve, this book is for you. It provides a comprehensive view of the role automation will play in the next decade of business.”

—Sean Jacobsohn, Partner at Norwest Venture Partners

“I have gotten to know Vijay and the Workato team over the past few years and was struck by the parallels between building a championship company and culture in professional sports with how you do the same in the dynamic technology industry. Systems thinking ‐ the long‐term vision and trusting the process, coupled with a culture that makes us stronger through the inevitable challenges, and having everyone in the organization be involved have been the core tenets for us in sports. The style of play where everyone gets touches, not just a select few is not just more rewarding, it is more resilient and fun. This is the book for business leaders who want to win.”

—Bob Myers, 4 time world champion NBA President of the Golden State Warriors, 2 time NBA executive of the year

“The New Automation Mindset is the most important reference text for technology leaders today. It is packed with realistic, usable advice for any technologist or business executive. If you want your business to win in the next decade, it would be a mistake to not read this book.”

—Amith Nair, CIO, Vituity

“AI is going to accelerate the change of the current landscape. The New Automation Mindset is a truly frame‐breaking masterpiece that propels readers into the forefront of that revolution. With depth and precision, this book dives deep into the disruptive forces of AI, automation, and low‐code tech. It empowers CIOs and other leaders to unleash efficiency, innovation, and competitive advantage. During my tenure as the CIO of Broadcom, I have personally seen all of these benefits. Brace yourself for a career‐altering journey that will redefine the way you harness automation in the new AI era.”

—Andy Nallappan, CTO, Head of Software Engineering and Operations, Broadcom

“The New Automation Mindset is a must‐read for any business looking to stay ahead of the curve and succeed in the new era of automation. It offers a comprehensive guide on how to address the various needs of an enterprise, from simple to complex, internal to external, through automation. The book provides everything from strategic thinking about automation to the right mindset and strong tactical approach required for automation, to defining best practices for automations, and how it all comes together in a company.'

—Sridevi Pasumarthi, VP of IT at Checkr

“In this critical moment in business, entropy is the enemy. We need to enter the AI era with eyes wide open and a rock‐solid strategy. The New Automation Mindset is the guidance that technology leaders need now. If AI and automation are core to your IT and business strategy, you must read this book.”

—Wendy Pfeiffer, former CIO, Nutanix and GoPro

“Vijay's articulation of the combination of Orchestration, Plasticity & Democratization creates a flywheel effect for unlocking value for organizations with complex hybrid, on prem/private cloud, SaaS application footprints in this new digital era.”

—Harish Ramani, former CIO at Helen of Troy

“Vijay Tella's wealth of experience shines through in The New Automation Mindset. He provides a deep understanding of the technology, expertly connecting the dots between automation and its potential to drive innovation and improve efficiency across an organization. It is a great resource for understanding the basics of automation, and a valuable tool for professionals looking to implement automation in their work. The practical examples and case studies make this book a useful reference that can be applied in real‐world scenarios for years to come.”

—Mohit Rao, Head of IT innovation at Atlassian

“The strategies that underpin success in the next 10 years are going to be completely different from the strategies that worked in the previous era. The New Automation Mindset is required reading if we are going to position our companies to win in the new era.”

—Dan Rogers, CEO, LaunchDarkly (Also former President of Rubrik and CMO of ServiceNow and Symantec)

“This book should be read by all CIOs seeking a leadership role in transforming the internal operations of their companies. Vijay's Workato team is leading the integration and automation market into a new era of automation. His book is not simply a technology manifesto—it's a blueprint for building the world‐class companies of the future.”

—Mark Settle, 7x CIO and author of Truth from the Trenches: A Practical Guide to the Art of IT Management and Truth from the Valley: A Practical Primer on Future IT Management Trends

“Over the next decade every organization will be engaged in a massive reimagining of the way work gets done with the tasks that people perform increasingly augmented by automation and AI. This book does an outstanding job of explaining the essential three mindsets which will separate successful people and companies from those that fall behind: adaptability, systems thinking, and empowerment. A must‐read for those who would be on the forefront of this transformation.”

—Ted Shelton, Partner, Bain & Company

“In a world where technology and transformation are accelerating, this book will become the manager's essential guide to leveraging the power of automation. Every business use case will be impacted, and every leader will need a strategy; get ready to change your perspective!”

—Gary Survis, Operating Partner, Insight Partners

“Vijay Tella has successfully incorporated emerging technologies into the day‐to‐day operations across the enterprise. Across two decades, he has been a trusted partner to many in Silicon Valley. In this book, Vijay takes us into a not so distant future—where best of breed composable technology is woven together through automation forming the fabric of our planet's IT architecture.”

—Eric Tan, CIO at Flock Security, and former CIO at Coupa

“We've entered an era of automation that's more than operational efficiency. This new book, The New Automation Mindset, shows leaders what it takes to achieve automation in multiple dimensions—process, growth, and scale. Moreover, the authors show how humans can thrive while operating at machine scale.”

—R “Ray” Wang, CEO, Constellation Research, Inc. and two‐time best‐selling author of Disrupting Digital Business and Everybody Wants to Rule the World

“The New Automation Mindset is more than your average management consulting guide or book for roles with IT job titles. It should be read by everyone from venture capitalists to CEOs to aspiring leaders. This book will give them a completely new vision for what is possible in their companies. The three elements of the mindset, growth, scale, and process, are the new elements of every successful company.”

—Bryan Wise, CIO, 6Sense, and former VP of IT at GitLab, Snowflake, and DocuSign

“The New Automation Mindset is a must read for every leader who recognizes how important AI and automation are to your company's future. I have known Vijay Tella for a few years and am excited he's sharing so much of his knowledge from building a culture of automation down to what processes and how to automate them.”

—Pauline Yang, Partner, Altimeter Capital

THE NEW AUTOMATION MINDSET

The Leadership Blueprint for the Era of AI-For-All

Vijay Tella

With Scott Brinker and Massimo Pezzini

Copyright © 2023 by Workato, Inc. All rights reserved.

Published by John Wiley & Sons, Inc., Hoboken, New Jersey.Published simultaneously in Canada.

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Foreword

In my over 45 years in the IT industry, including the 25 I spent as a Gartner analyst, I was always intrigued by integration and automation. Many decades ago, when, after several days of work, I was finally able to connect an Olivetti system with an IBM mainframe, I realized how making different systems work together can deliver business benefits greater than the sum of the parts. In that case it was about helping a local public authority in Italy automate a particularly important business process, but since then I helped hundreds, if not thousands of organizations worldwide to devise what was the best way for them to sort out their thorny integration and automation problems to deliver business value.

My focus on this topic inevitably led me to cross paths with Vijay Tella, one of the pioneers in this space. As a Gartner analyst, I tracked Vijay's innovations at TIBCO, Oracle, and most recently Workato. Vijay's uncommon combination of entrepreneurship, business acumen, industry vision, leadership, open‐minded attitude, and restraint made it very easy for me to establish a relationship with him that goes well beyond professional respect and the stereotypical love/hate rapport between an IT vendor and an analyst. It helps that Vijay and I share passions other than integration and automation: good food, fine wine, bicycles, and my home country: Italy.

In addition, Vijay and I also agree about many points of view about the role and the nature of IT, many of which are reflected in this work. One of the really strong convictions that we have shared for decades is that the modern, end‐to‐end model of automation requires integration. Automation is the goal; integration is the means. This book will give you an original perspective on the motivations, drivers, and benefits of automation and how organizations should get the most out of it by automating end‐to‐end cross‐function processes, rather than individual tasks.

More and more user organizations are setting automation initiatives in motion, and a growing number of providers are describing themselves as automation vendors. However, “automation” is becoming increasingly associated with “integration” (as we think it should be). For example, several vendors, traditionally established in the integration technology market, are repositioning themselves as integration + automation providers. So how should you think about the concepts of automation and integration? And how do these two disciplines relate to each other? In my view the answer is simple: they are just two sides of the same coin. There is no automation without integration, and automation is the business outcome of integration.

What Is Automation?

In IT “automation” generally indicates the use of software technology to establish and execute a well‐defined sequence of conditionally determined steps that must be performed to complete a business task (for example, issue a purchase order) or a business process (for example, originate a loan). The goals of automation are quite intuitive and include:

Drastically shortening the time it takes to perform a task or process;

Minimizing human activity;

Improving accuracy by eliminating manual data reentry; and

Tracking and reporting about the overall process activity.

From that perspective, therefore, most IT applications are indeed about automation. For example, a finance application essentially aims at automating tasks and business processes in areas such as general ledger, accounts receivable, accounts payable, and financial closure. Hence, it is legitimate to say that organizations have been automating since they bought their first computer system or application.

This classic form of automation is typically siloed within individual organizational units (for example, finance, HR, sales, procurement, supply chain, and manufacturing) by means of broad application suites (for example ERP or CRM suites) However, for many years now, organizations have been using integration technology, such as enterprise service buses (ESBs) or extraction, transformation and loading (ETL) tools, to synchronize data across different applications.

The need to break the organizational silos to automate cross functional business processes (for example, order to cash, procure to pay, and hire to retire) led to a new, end‐to‐end automation approach. According to this model, you should look at your application portfolio as a best‐of‐breed collection of business capabilities, exposing APIs that can be orchestrated via an external orchestration layer, thus defining and implementing more effective, impactful, and differentiated processes.

Progressive business executives want to rapidly automate complex—often inter‐functional—end‐to‐end processes by orchestrating the business capabilities of multiple systems, increasingly including also “machines” (for example, 3D printers, drones, and industrial robots). You also want to be able to easily and quickly reshape, extend, or modify these processes in an agile way, as new requirements emerge. This quest for short time to value and business agility is the reason why the use of low‐code orchestration tools is crucial.

To favor business agility, your automation strategy must enable more builders across IT, your business users, and potentially even business partners, to engage with these processes via a variety of channels (web, mobile, bots).

This is the technology that enables you to realize the orchestration, plasticity, and democratization concepts discussed in this book.

What Is Integration?

The modern, end‐to‐end model of automation requires independently designed systems to work together. This is not a trivial task as these systems are, more often than not, inconsistent in how they are built, the technologies they use, the way they deal with data, and how we interact with them. They have been developed by different vendors or development teams, years apart and with no up‐front coordination among them. Consequently, their data models, external interfaces (whether APIs or events), interchange formats, communication protocols, technology platforms, and even data semantics are often quite different.

Luckily, there are technologies, architectures, and methodologies in the market that aim to tackle the “making independently designed systems work together” challenge, which is what is commonly referred to as “integration.” Integration technology is used to connect different systems and enable them to exchange data by reconciling their differences in terms of data semantics, external interfaces, and communication protocols. Integration is the magic that makes it possible for your modern, cloud‐based sales management system to exchange sales data with your 40‐year‐old on‐premises ERP system, for example in the context of an automated, end‐to‐end order‐to‐cash business process.

Hence, the modern, end‐to‐end model of automation does, overtly or covertly, require the use of integration capabilities that assist and complement the orchestration capabilities.

It doesn't make a lot of sense to have an automation strategy without a closely aligned and coherent integration strategy. Vice versa, an integration strategy that's not designed to support automation needs is poor and incomplete.

Consequently, your organization's automation and integration strategies should be designed together as two sides of the same coin, a coin I call “enterprise automation.”

The business value of a unified enterprise automation strategy vs. distinct integration and automation strategies leads to valuable business benefits measured in terms of:

Reduced costs and improved efficiency, by streamlining processes, minimizing manual errors and liberating human resources from mundane, repetitive, and low‐value tasks;

Improved business agility, by making it possible to incrementally reshape and extend established processes while reducing time to value;

Business differentiation, by enabling you to creatively assemble “commodity” IT systems and devices to implement innovative products and services;

Improved customer/employee experience, by providing them an integrated, consistent, intuitive, and conversational UI for the business processes;

Real‐time business insights and improved situation awareness, by collecting, aggregating, analyzing, and acting in real time upon business‐event data.

The business value of the combined strategy is compelling per se but also because enterprise automation:

Enables a wide range of strategic initiatives, including AI and advanced analytics, digital transformation, API economy, hyper‐automation, application modernization, transition to the cloud and the composable enterprise

Optimizes technologies, skills, and costs by defining a clear set of common goals technologies and methodologies across the automation and integration disciplines, by improving your ability to tackle complex scenarios, by promoting technology and skills synergies and by making planning, management, monitoring, and governance of integration and automation initiatives much simpler.

Implementing a Single, Unified Strategy

Aligning your integration and automation approaches according to a unified enterprise automation strategy may not be easy for you. Typically the integration strategy is IT‐owned, whereas the automation strategy may be a responsibility of a business team, for example, finance or HR. Their unification can lead to friction, organizational resistance, and turf wars. But it can be done—many large organizations, such as Atlassian, MGM, Kaiser Permanente, Adobe, HubSpot, and others are living proof.

Separate integration and automation strategies usually lead to the establishment of different “centers of excellence” (CoEs). Therefore, the first step in your unification journey is to combine your integration and automation CoEs into a single enterprise automation team.

Unfortunately, my experience suggests that organizational, political, and technological factors can significantly hinder, if not completely prevent, the establishment of a unified enterprise automation strategy. Therefore, building consensus around such a unification is critical for success. This is not easy and requires a methodical and well‐thought‐through process meant to help you get buy‐in from your business leaders. This process should include the following steps:

Educate

IT and business leaders on the notion that automation and integration are two sides of the same coin.

Demonstrate

, through exemplary real‐life projects, how combining integration and automation skills and technologies makes you achieve better results in terms of efficacy, costs, and time to value.

Look for economies of scale

by reducing technology and skill redundancies across the two disciplines. Bring the distinct teams together to brainstorm on how the tools and approaches could be brought together to create something more powerful.

A decisive thrust toward unification will come from the quantum leap in productivity stemming from the use of generative AI in enterprise automation, which will make the distinction between the two disciplines to de facto disappear. The idea is to basically “describe” in natural language how the task or process looks like and then use generative AI technology to create the automation and integration artifacts that actually implement the task/process itself and all the necessary integrations. Not only will this approach dramatically improve developers' productivity, but it will also contribute to further democratizing enterprise automation: Without needing support from IT personnel and with minimal or no training, businesspeople will be able to automate tasks and business processes by basically telling the system the business outcomes they aim for. Will they think in automation or integration terms? Most likely neither. They will just focus on the business value that the new integrated approach enables them to deliver.

Does it sound too good to be true? Undoubtedly generative AI is in its infancy, let alone its use to support enterprise automation. A number of security, compliance, privacy, reliability, trust, and intellectual property issues must be sorted out before it reaches enterprise‐grade. However, the initial POCs delivered very, very promising preliminary results. I wouldn't be surprised if, in two or three years' time, generative AI became the most popular approach to enterprise automation development.

With the new world of SaaS, cloud, and app specialization, the world of automation has needed to shift from single‐domain activities to end‐to‐end multisystem business processes. This shift made integration a core capability required to achieve our desired outcomes. Some organizations choose to turn a blind eye and pretend integration and automation are separate disciplines. This only causes problems for the teams on the ground who are trying to accomplish the same thing but under the banner of two different names. By unifying your integration and automation strategies, you will help your organization address a wide range of end‐to‐end process automation needs effectively and efficiently over the next several years.

In the book you'll find actionable insights and valuable examples about how and why business and IT leaders should think about enterprise automation, AI, and the future of business. Enterprise automation can help you and your organization not only stay in business but also build competitive differentiation. However, this requires a radical switch from a short‐sighted, task optimization focus to a holistic, strategic, enterprise‐wide automation mindset. This book is meant to provide you with the compass that you need to navigate through this journey.

—Massimo Pezzini

Introduction

AI is expected to have an extraordinary impact on our economy, adding 1.5% to our productivity annually, according to Goldman Sachs.1 Despite high investments and hype, digital transformation has proven unsuccessful for 90% of companies.2 Will AI be the savior? Will it be different this time in the era of AI‐for‐all?

Yes and no. Much of the emphasis of business transformation initiatives has been on technology. We believe an organization's mindset around transformation was always important and will matter more in the future. It will dictate how we choose to apply AI—whether we think about our business and our processes holistically from first principles or pave the cowpaths by automating existing practices.

We find ourselves at a crucial juncture in computing and the future of work. With the advent of generative AI, the barriers between ideators and automators have been eliminated. The emergence of cloud‐native, low‐code platforms in the enterprise domain offers unparalleled transparency, utility‐level ease of operations, and governance. Together, these technologies have the potential to unlock an astonishing level of continuous innovation and automation within organizations.

During my career at TIBCO, Oracle, and Workato, I have had the honor of working with pioneering companies such as FedEx, Amazon, Nike, and Grab during their transformational journeys. They possessed a unique organizational mindset that embraced challenges, characterized by what writer Nassim Taleb calls antifragility.3 Additionally, they had the advantage of ample resources—both in terms of technology and human talent, which allowed them to execute their plans effectively.

One of the most promising developments of this digital age is that any organization can now achieve this level of transformation. With the right mindset, we do not need the same level of extraordinary resources of prior generations of leaders. With the emergence of generative AI and low‐code automation technologies, any business can now achieve the speed and scale to transform and thrive.

But, as Professor Louis Hyman, who leads the Institute of Workplace Studies at Cornell, puts it, “The huge productivity gains of the industrial age didn't happen just because someone invented a new technology; they happened because people also figured out how best to reorganize work around that technology … [It was] as much organizational as technological.”4

My hope for this book is that it provides CEOs, CIOs, and other business and technology leaders a blueprint to embrace a new way of working, one that is focused on the big picture, thrives on change, and engages everyone. This new way of working results from adopting what I call the new automation mindset.

To assess if our organizations have such a mindset, we can ask three key questions.

Do we approach problem‐solving and decision‐making by considering the broader context and the vision (systems thinking), or do we primarily concentrate on streamlining individual tasks and processes through automation (task thinking)?

Do we think from first principles and embrace change, or are we afraid to break things? When challenged, do we rethink or merely adjust to get by?

Do we rely mostly on technical experts or empower everyone in the organization to contribute? Are those closer to the business given the authority to initiate and lead changes?

The next three sections will explore each of these questions that form the basis of the new automation mindset.

Do We Follow Systems or Task Thinking?

Research shows a direct correlation between the number of apps in a company and the amount of manual work for employees. It is ironic. Individual applications exist to automate business processes and functions and replace manual work. Yet, with all the data fragmentation and context switching, we are piling busywork onto every part of our company. There's been an exponential increase in the application “toggling tax.”5 It is not just that we have reached the point of diminishing returns with explosion of applications. Research shows that deploying more apps on top of the hundreds we already use now increases the total time we spend on context switching rather than decreasing it:6

The bigger issue is that we focus on incremental improvements in our business at the margins. We have been organized around and operate in terms of discrete applications and tasks rather than considering the bigger broader picture. The dominant paradigm for automation is to look for manual tasks and automate with bots.

While automating tasks results in cost savings in the short term, they also lock in place how our processes work today—which is the opposite of transformation! This tunnel‐vision focus on tasks drowns our organizations in the minutiae and causes us to miss the big picture of strategic pivots. As the management guru Peter Drucker put it, “There is nothing so useless as doing efficiently that which should not be done at all.”

As generative AI storms into this world of fragmented IT and task‐centered work, our instincts may again be to apply AI to automate tasks we are currently doing manually. It makes sense. It saves us labor costs. The Goldman Sachs estimate of the impact of AI on our economy was also based on the percentage of manual tasks being performed today that they estimate can be automated with AI. But if that is the extent to which we apply AI, we would be cementing how our businesses operate today and will again fall well short of the transformational impact it promises.

We have already seen this happen with the glut of technology in companies today. In a world of extreme fragmentation of our IT and the resulting piecemeal work, productivity peaks and eventually starts to regress. But if we apply systems thinking and orchestrate our people, processes and technologies holistically toward a larger vision, the whole of our impact from productivity gains becomes greater than the sum of its parts.

The most groundbreaking technologies in human history, such as the automobile, the steam engine, and the printing press, transformed how people traveled, worked, and learned. They propelled enormous gains in productivity, disrupted jobs, created more rewarding jobs, and changed the trajectory of human existence. AI has a similar potential, but to achieve it, companies will need the new automation mindset. They will look at the big picture around customer needs, first principles, and end‐to‐end processes. From that starting line, they will begin to transform.

Even with a good understanding of the big picture of where we want to take our business, there can be significant friction to make changes happen. This brings us to the second question around the new automation mindset.

Do We Embrace Change or Fear Breaking Things?

Companies with the new automation mindset embrace change, embodying the concept of “antifragility.” Writer Nassim Taleb describes antifragility as the ability to not only withstand shocks but even thrive and grow in response to these shocks.

He says, “Wind extinguishes a candle and energizes fire.” Some businesses crumble in adversity, some survive, and others thrive. In response to system shocks such as economic downturns, global pandemics, or disruptions from technologies such as cloud, big data, and AI, most companies adapted. For example, during the pandemic, most of us got on Zoom, Slack, and other remote work tools. Companies with this new mindset know that mere adaptation just delays their demise. Rather, they look to system shocks, technology disruptions and challenges as the impetus to rethink their business to take on new markets, and new opportunities.

Nearly every company will adapt to AI disruption. But antifragile companies will use the disruption to rethink their goals and how they will get there. They are not afraid to break things down and build them back better.

Every category‐dominant company I have seen emerge in the last 30 years has been and continues to be antifragile. Amazon, Toast, FedEx, Grab, Airbnb, Navan, and more have exhibited this trait over and over.

When the pandemic challenged everyone, the antifragile companies showed their true colors: The rideshare business vanished, so Grab morphed into a super‐app offering an array of services from food to financial services to their customers in Southeast Asia. When their restaurant point‐of‐sale business hit a wall, Toast morphed into delivery, finance, touchless ordering, and more. When business travel disappeared, TripActions (now Navan) remade itself into a spend management and finance company.

Generative AI dramatically speeds up coding up new solutions and evolving them rapidly, so organizations that embrace antifragility and the new automation mindset can more easily break down their current processes, reimagine new ones, and build them back better.

The challenge is that there are thousands of processes in every company—which brings up the question: Who is going to do all the breaking down and building?

Is Automation a Team Sport or Exclusive to Specialized Experts?

A business consists of thousands of processes, small and large. Collectively, they define how the business operates. The sheer number of all these processes makes it impossible to dictate them—much less transform them—top‐down.

Steve Jobs said it well: “Authority should be vested in the people doing the work to improve their own processes.”7 Enabling such bottom‐up invention at scale, forged by talented individuals at all levels within our organization, not just technical experts in IT, lets us differentiate from our competition across hundreds and hundreds of processes, small and large.

This empowerment of our teams must be done with governance and guardrails. Without it, we load up on risk and technical debt. A democracy without governance becomes an anarchy. There's a need and opportunity for the role of IT to shift. They will evolve from a service provider to an enabler. Before, the business side of the company sent their process requirements to be implemented, but now, they become a player‐coach to our business teams. Hence, in this new era, CIOs will become more central to business and more strategic to their transformation agenda.

An interesting side effect of the democratized automation, accelerated by generative AI, will be bringing more of the cross process work back to internal teams, a trend that Forrester analyst Leslie Joseph calls “insourcing.”8

Generative AI + Cloud‐native Automation Changes Everything

Low‐code, cloud‐native technologies have made it possible for a broader range of people in our organizations to automate. What took weeks or months to automate can get done in days, and more of our team can participate in the process. The low‐code creators, even if they don't need technical coding knowledge and skills, still need to think like a coder. This blocks a broad swath of people with ideas in our companies from engaging productively in automation.

Generative AI eliminates these coding barriers, enabling anyone with ideas about any aspect of our company—customer experience, employee experience, business operations, sales, or marketing—to automate processes with the assistance of AI. At the same time, the transparency, utility‐level consumer‐like operations, governance and security of cloud‐native, low‐code automation platforms in the enterprise make it possible to understand, confirm, deploy, and continuously improve AI generated automation.

Together, AI and cloud‐native platforms open the aperture of automations in our companies wide, opening the floodgates for new ideas to be automated and see the light of day. This moment where automation and AI are converging is analogous to the world of search before and after Google. With Google, search became ubiquitous in our lives. The world of automation today, even low‐code automation, is akin to that of a world where Google works offline to get you results in days. We'd be searching dramatically less. Similarly with “off‐line” automation that takes days to weeks, we automate a small fraction of processes and act upon a small fraction of our ideas to improve what we do and how we operate. Generative AI with cloud‐native automation will help us get to the remaining 99% and help us continuously iterate and improve. This will have a game‐changing impact on how we work.

Organizations that embrace the AI and automation movements along with the key tenets of the new automation mindset—the systems thinking, the adaptability and making work a true team sport—will become unstoppable and separate themselves from the rest.

The Blueprint for the New Automation Mindset: Enterprise Automation and Generative AI

The new automation mindset is not really new. Leading companies of the earlier generation fully embodied its core principles of systems thinking, antifragility, and engaging everyone in their companies. This mindset feels new and novel in the context of the current paradigm for automation, which is to primarily look for and automate manual tasks.

The earlier generation of trailblazers all had access to extraordinary resources in terms of people and technology. The reality of enormous transformation projects was that they required a resource expenditure on a different level than most companies could afford.

As we mentioned, with the right mindset, we don't need the resources of the earlier generation of leaders to achieve our vision. Dramatic advances in and the convergence of generative AI, cloud‐native platforms, data cloud platforms, and low‐code automation are forging a modern blueprint for path‐breaking transformation. This blueprint is within the reach of the rest of us.

Low‐code automation significantly lowers the level of technical skill required to execute complex transformation projects.

Cloud‐native deployments and utility‐like consumption models make enterprise software nearly as easy to adopt and operate as the best consumer technologies.

A versatile, low‐code, cloud automation platform backed by the governance and security guardrails that enterprises need, is what we call enterprise automation.

Enterprise automation platforms significantly lower the barrier for companies of any size and industry to be able embark on and execute meaningful transformation initiatives.

Generative AI lowers these barriers even further! With low code, one does not need technical skills to code. Generative AI does away with even these barriers by completely removing the need to code. It is possible for our business teams to create automations and solutions by conversing with LLMs.

However, for generative AI to be applied in the enterprise and achieve its potential:

It must be supported by an execution capability, like those found in enterprise automation platforms, that matches the power, versatility, and expressiveness of LLMs.9

Solutions that LLMs generate must be explainable and transparent, so we can confidently put them into production use. Low‐code platforms are designed to be inherently transparent to business users—it is part of what makes them low code.

Cloud‐native deployment means the less‐technical people that use LLMs to create solutions can deploy as easily as if they were using their favorite consumer app.

Security and governance of enterprise automation makes it safe to adopt AI at scale within our companies.

In the coming years, generative AI and enterprise automation will be a tight synergy for organizations on their transformation journeys.

Whether you are coming at transformation from a modern automation perspective or an AI perspective, the blueprint to adopt and apply the new automation mindset is the same. AI opens the doors wide, so more people can automate than ever before. Enterprise automation provides the versatility, transparency, consumer‐like ease of use and the governance that makes it possible for any company to transform at scale.

The New Era of Digital

Many of the most impactful companies in the last 10 years have already started this journey. These aren't just the usual suspect digital native tech companies. These include incumbents in traditional industries competing digitally—companies such as Broadcom, Disney, Nike, Lego, DHL, Caterpillar, IKEA, and Capital One/ING Direct. In the new era, every company will need this mindset. It's an era where we tailor the software to fit our business instead of forcing it into cookie‐cutter applications.

Throughout key inflection points in the history of software, the big winners adopted a collective growth mindset within their organizations that allowed them to emerge from periods of upheaval in a stronger position than when they went in. It was only in hindsight that we realized that these companies were championing a new era and mindset.