These very questions are why more leaders, and in particular, CFOs, are turning to smarter technology solutions for help, specifically ERP platforms with embedded AI. CFOs find themselves with ever-expanding job responsibilities, all the while being asked to continue leading the extremely vital finance teams, but they have the same number of hours in a day as everyone else – so something has to give.

Therefore, automating manual processes will enable CFOs to regain precious hours, dedicate time to critical decision making and apply themselves to driving a competitive business.

They need to focus on big-picture decision-making based on strategic insights, rather than simple but time-consuming tasks. Technology enables this shift: AI or chatbot assistants built into ERP applications that handle less strategic work can be a game-changer, helping CFOs focus on driving results.

CFOs are ambitious by nature, they wouldn’t be where they are if they weren’t. However, they do need to keep the finance function up and running. If the majority of their hours are spent doing this, their ambition is not able to reach its full potential. Requisitions, purchase orders and vendor invoicing are not going anywhere. But using cloud-based ERP with embedded automation empowers CFOs with intelligent financial management capabilities that can handle the routine duties that are holding back potential productivity. This frees up the CFOs to focus on innovating and proving to the CEO exactly how valuable an advisor the CFO can be.

CFOs find themselves with ever-expanding job responsibilities, all the while being asked to continue leading the extremely vital finance teams, but they have the same number of hours in a day as everyone else – so something has to give.

The time is now to invest in this technology. CFOs are part of a unique group of people within a business who have access to data from every department, from sales to HR and marketing. In light of increasingly strict regulations and compliance laws, compiling data from all business units can be difficult as teams try to ensure they comply. CFOs are therefore in the unique position where they have complete oversight of the connected data and processes in an age where businesses are driven by data. This is a very important function for a business, and CFOs should be dedicating their energy to driving strategic business decisions from this position of insight, dedicating their productive hours and decision-making to the data they have at their disposal. At the end of the day, these insights translate into valuable guidance CFOs can give the CEO to help drive the business forward.

Becoming a strategic adviser to the CEO and the board by tapping into this ambition and reducing lost productivity can manifest itself in many different ways. For example, Football Club RCD Espanyol implemented a Cloud ERP platform to automate its financial processes. Joan Fitó, Financial Director, saw his finance team become infinitely more flexible by automating repetitive tasks. Productivity went up by more than 20%, while reporting time was reduced by 50% and there are over 25% fewer errors committed by his finance team. The team can now spend time focusing on analysing Club data in real-time to become more strategic in its efforts to become a globally-recognised name in the football world.

80% of an organisation’s transactions are processed in the back-office, the home of the financial team. So, as seen at Football Club RCD Espanyol, the opportunity is there for CFOs to lead the way to digitally transform and change operations for the better, with a clear path to make the most of being data and automation driven. This will make CFOs even more central to business operations, which is why they must be ready to make this jump now. It is an ideal time to showcase their ambition in combination with intelligent process automation to handle the energy-intensive tasks and take full advantage of the opportunities presented to drive the business forward. Taking the leap and implementing an ERP Cloud with a strong automated financial functionality is exactly the way to do this. It will ultimately enhance productivity and agility, allowing the CFO to be laser-focused on making the decisions that really matter – growing a successful business.

Renata Sheyner from Fiserv says that to varying degrees, this transformation can extend to day-to-day financial processes, and one of the ripest areas for improvement is reconciliation.

While there may be no silver bullet that solves every reconciliation challenge an organisation may face, automation comes close. Automating this time-consuming and error-prone process has the potential to boost the bottom line and reduce the risk of compliance deadline misses and mistakes.

Addressing Perils of the Financial Close
For organisations with millions of transactions, closing the books is no easy feat. Quarterly, half-year and annual financial reports — along with other forms required by regulatory agencies — keep the accounting team working to meet deadlines year-round.

Financial statements face external scrutiny from regulatory agencies in every country in which the company operates. Additionally, there are shareholders, boards of directors and in-house audit and compliance teams analysing the numbers.

There is great pressure to avoid mistakes, and no one feels that pressure quite like the CFO who signs off on the books. By attesting to their veracity, he or she assumes a great deal of personal liability. But manual reconciliation processes used by many companies today provide no audit trail showing how the balance sheet was derived. As a result, executives must certify the data without visibility into how the numbers were achieved. And once financial leaders sign off, there isn’t an easy way to backtrack and gain visibility into the data they approved.

Manual reconciliation processes used by many companies today provide no audit trail showing how the balance sheet was derived.

Without an automated process, reconciling items such as payments, disbursements, commissions, and bank accounts at the transaction level is a labour-intensive and error-prone process. In addition, due to the lack of an audit trail, companies often write off unresolved exceptions because they cannot trace an error back to the source — raising the question of possible fraud.

Exacerbating the problem are the large stores of disparate data that must be taken into account during the reconciliation process. Data can come from internal departments or third-parties; in the form of text files, spreadsheets or PDFs; it can involve multiple currencies; and it can refer to a payment, customer information or a myriad of other data. Different sources and different structures of data make manual reconciliation difficult.

Automated reconciliation can enable companies managing high volumes of transactions to track, match and archive all incoming data, and connect that data processing directly to certification. Reducing the risk of error could save companies thousands of dollars in noncompliance fines and protect the company’s reputation among customers, peers and regulators.

Getting a Better Line of Sight
By bringing the full range of transaction-level and balance-level data together into a single system and automating the entire reconciliation process, from data acquisition and matching through period-end approvals and reviews, companies can form a complete account reconciliation picture. This enhances visibility into exceptions, helps eliminate manual interventions and facilitates rapid, cost-effective resolutions. Automated checks help ensure compliance with corporate and regulatory controls.

Centralising data in one place and integrating automated reconciliation and certification processes allows the data to be traced to its source throughout the entire financial close lifecycle — from data ingestion through matching, exception management, reconciliation, certification and signoff. It becomes trackable and transparent.

Integration of data and matching transactions using an automated process can cut the risk of error by as much as 50% (based on results from organisations that use an end-to-end reconciliation solution). Built-in audit controls can also help ensure that regulated financial standards are met.

A centralised view of transactions and the overall reconciliation lifecycle also makes it easier to mitigate the risks of fraud and write-offs related to unexplained exceptions. End-to-end reconciliation automation, combined with data agnosticism, facilitates the identification and resolution of exceptions. A data-agnostic tool can pull in massive amounts of disparate data related to payment and disbursement statuses and more, and funnel it through an automated matching system to pair the right data with the right transaction. This can lead to an overall 75% reduction in write-offs (based on results from organisations that use an end-to-end reconciliation solution).

 Gaining Efficiency and Reducing Costs

By minimising the need for manual research or interventions during the reconciliation process, companies can achieve significant efficiency improvements and lower operational costs while enabling staff to perform more value-added work. Reducing manual tasks and implementing automated reconciliation can lead to a 60–80% gain in efficiency (based on results from organisations that use an automated reconciliation solution). Further, it can reduce the time it takes to close the books by two to four days.

Here are some of the potential savings:

• Reducing audit costs by 25% by providing electronic access to accounts and required approvals;
• Eliminating document storage fees and printing costs;
• Eliminating cost of compliance deadline misses and potential fines;
• Reallocating staff to higher-value activities;
• Reducing write-offs.

In addition to realising savings, organisations also gain greater visibility and confidence in the accuracy of financial reporting, which helps lower compliance and reputational risks.

Increasing Value for the Bottom Line

Finance teams are evolving to work as strategic partners in their organisations, helping drive tangible business results. A fully-automated and integrated end-to-end reconciliation solution can ease the pain of financial preparation while facilitating speed, accuracy and efficiency. In addition, when these teams work with tools that do some of the number-crunching for them, they can focus on tasks that provide more value for the bottom line, such as exception investigations and strategic projects such as mergers and acquisitions.

The promise of digital transformation is vast, and automated reconciliation is a solid starting point for organisations looking to tap into its potential today.

Website: https://www.fiserv.com/index.aspx

This is why Dean McGlore from V1 believes that in 2019, we’ll see CFOs switch their focus from AI to automation.

In 2019, automation – also known as Robotic Process Automation (RPA) – will move from the shadow of Artificial Intelligence. And rightly so. Like AI, it can relieve teams from mundane and repetitive work to focus on higher-value and strategic activities. But, unlike AI, automation is easier to access, expand. It’s a forecast echoed by experts around the world. Forrester, for example, predicts that the RPA market will reach $1.7bn in 2019 while Advanced has found that 65% of people would be happy to work alongside robotic technology if it meant less manual processes.

Over the next year, we will especially see RPA climb in popularity within the finance function. Teams will use it to automate the data capture and processing of supplier invoices, sales orders and other accounting documents. By automating these manual and usually administrative heavy processes, finance teams can drive unprecedented productivity and efficiency levels as well as benefit from increased visibility into the entire organisation and better data for reporting to the board.

RPA will help with a host of other external factors too. With the General Data Protection Regulation (GDPR) now in place, it will help the finance department (and indeed other areas of the business) get their data in order. RPA is a good starting point for GDPR compliance, as businesses can store, manage and track electronic documents and electronic images of paper-based information in one place and in real-time. This ensures compliance requirements by providing traceability on all documents.

Automation technologies will only be effective if the people using them understand how they work, appreciate their true potential and recognise the value they bring.

And then there is Brexit. Because RPA helps free up time for the finance team, more resources can be devoted to planning for when Britain leaves the EU in March. RPA provides an opportunity for businesses to scale up or down volume to meet demand from outside of the EU, for instance, as well as to assist the development of new products and services for new markets – all of which is essential for business growth. Moreover, with the threat of other countries hiking up tariffs after Brexit, RPA has the potential to replace the need to hire more employees and it can also help keep production costs to a minimum.

Regardless of the reason behind RPA adoption, CFOs will need to make sure that there will be a change in culture among the workforce. Automation technologies will only be effective if the people using them understand how they work, appreciate their true potential and recognise the value they bring. Arguably, investing thousands on pounds on technologies such as RPA won’t be effective if users don’t believe in them. A robust upskilling and training programme is necessary to ensure future digital success.

However, saying that businesses will turn their backs on AI in 2019 was never my intention – Artificial Intelligence will still play a key part of many organisations’ digital transformation plans. What RPA does is allowing businesses to test the water. Planning and testing automation software to see the impact it has on your operations and staff is a great indicator of the benefits that large-scale AI deployment could bring in the future – minus the fear of large-scale failure.

Planning and testing automation software to see the impact it has on your operations and staff is a great indicator of the benefits that large-scale AI deployment could bring in the future – minus the fear of large-scale failure.

In the future, we will see RPA and AI working together to transform the finance function like never before. With a combination of the right technology with AI handling decisions and chatbots managing customer queries, completely unmanned Accounts Payable (AP) for example is perfectly achievable by 2020 as a result of invoice automation.

RPA will be the first step for many and businesses looking to realise the power of automation over the next 12 months should take the following steps:

• Audit your processes and identify which involve low-skills, manual and repetitive tasks, such as many of the core, yet daily finance functions of invoice processes;
• Determine the key technologies that your business needs to become more agile, competitive and productive. RPA and AI have different capabilities, so decisions must be made based on need, rather than hype;
• Understand which new technologies are best placed to modernise or integrate with your organisation’s existing legacy systems;
• Ask yourself what the potential benefits of RPA and AI are to your finance team. Understand employees’ pain points before deciding which digital tools will help;
• Appoint a digital pioneer – someone that will drive positive technology change and that has the backing of your CEO and the rest of the C-Suite;
• Engage with your younger workforce. Typically, they are more digitally savvy and open to change. Find out what technologies they think will make a real difference.

RPA has the potential to change the face of finance for good. And, eventually, it will become ubiquitous among all key processes.

The emergence of AI has had a positive impact on the financial industry and has enhanced productivity, in particular in the accounting and banking areas. Therefore I anticipate that machine learning will definitely be a significant area of investment in the near future for this sector.   However, as with any change of this magnitude, the benefits offered by the implementation of AI in the financial sector are met with a number of challenges – most notably businesses ensuring they are equipped with the right technology, staff and skills to embrace AI and automation.

Automation is now used to perform or enhance many administrative tasks, and Artificial Intelligence is already more a part of daily life than you might realise. Robotics, while commonplace in manufacturing, are beginning to show impact in other sectors. One of the key drivers behind the adoption of AI software in the financial sector is the time-saving benefits it offers users. Gone will be the days of long hours spent working on spreadsheets, processing data, or handling customer enquiries. Those tasks will be streamlined by machines, allowing workers to focus more time on complex tasks which require human touch. As well as working with advancing technologies, junior employees will be involved in more planning, reporting and analytical jobs, and as such their required skill set will change.

Gone will be the days of long hours spent working on spreadsheets, processing data, or handling customer enquiries.

Through machine learning, artificial intelligence can painlessly consume and process large amounts of data at an accelerated level. Its vast speed brings efficiency and productivity to the financial sector, and as it continues to develop and become even more efficient, it can identify more patterns than ever before, providing scope for customised offerings to customers. However, this being said, adoption of AI in the financial sector imposes many challenges to the industry. The use of AI’s ability to consume large amounts of consumer data raises questions about how this information is stored and processed and to what end. Organisations that encourage, and even mandate the uptake of these types of technologies must tread carefully. Individuals are already highly attuned to the sensitivity of their personal information and will require robust guarantees about the security of any further information they are willing to give up.

One limitation of machine learning in this context is that it primarily relies on the basis of historical data sets and as a result, can fall into the trap of becoming repetitive, as well as potentially giving way to conscious or unconscious bias. For instance, how fair can a financial system really be without human involvement? In a world where new technologies are quickly improving or even replacing existing processes, there is one area that cannot be automated, and that’s building strong relationships with clients. The human element is needed in these instances to perform certain job functions that AI is incapable of replicating. Individuals have the ability to be aware of their own emotions and those of others, but also their capability of showing empathy in the way they handle interpersonal relationships, which is known as emotional intelligence.

It’s crucial for businesses, in the fast pace of today’s world, to continue to develop and think about where their use of data can get them tomorrow, as well as where it’s got them today. Organisations must not become complacent, and instead continue to reflect on their processes, challenge routine and be future-facing in their approach to machine learning.

One limitation of machine learning in this context is that it primarily relies on the basis of historical data sets and as a result, can fall into the trap of becoming repetitive, as well as potentially giving way to conscious or unconscious bias.

Over the last two decades, technology has advanced at such a speed that many roles in the financial sector have either disappeared or wholly changed due to the implementation of AI technology. One of the many challenges facing the finance industry is the impact that AI is having on the job roles within sector. Artificial intelligence and automation can take on many of the tasks a transaction led accountant or data administrator would typically undertake, with little or no human involvement. The process is almost seamless, error-free and time efficient.

The challenge of economic survival of the financial sector is to not only accept these changes, but to capitalise on them. With any significant change in the market, there’s always a fear that it will eliminate jobs from the workforce. AI tools may well remove a number of job tasks carried out by accountants and data administrators, but rather than eradicating jobs and losing talented members of staff, employers will need to ensure that their HR directors are equipped to spot the right skilled professionals who are well versed with the latest AI technology. The HR function will also need to quell fears of job losses amongst employees and instead empower their staff to adapt and develop new skills to work alongside new technologies.

At this juncture, skilled employees are key – and we anticipate a change in the skills that businesses across the financial sector will be demanding from their employees and prospective hires. For years, Michael Page clients in this sector have been seeking candidates with financing and analysis skills; those that have a strong understanding of financial planning and reporting; people who are adept at using Excel and other such software. Our recently launched Skills Checker tool has taken the most in-demand skills for roles across the financial industry to highlight what employers are looking for today. But as we continue to see AI and automation adoption increase in the sector, we expect to see a rise in employers expanding the skill sets they require from new employees with coding and AI experience becoming ever more valuable.

One of the many challenges facing the finance industry is the impact that AI is having on the job roles within sector.

To the same end, the advent of these new technologies presents the opportunity for businesses to enhance their current workforce by equipping employees with the skills to work alongside AI and automation. A challenge in itself, such training should not be brushed off as a ‘nice to have’; it is vital for the growth, and even the survival, of a business. Employees are the lifeblood of any business, as the landscape of the financial sector changes, businesses must ensure that their workforce is keeping pace with the industry.

Before incorporating AI software into their businesses, organisations will need to think strategically about what their key objectives are and what they hope to achieve from using the technology. This is the only way they can truly expect to see any long-term benefits, through a strategic and considered approach – not simply thinking of AI as a ‘nice add-on’. It’s also important for organisations to have realistic expectations.

Businesses should start by looking at key areas where they can make an impact by using this technology on more routine tasks and go from there. This will help to build their confidence and understanding of the software over time, rather than trying to implement it all at once. Strategic thinking and patience are key here.

Although robots and AI will inevitably take a lot of the more data-driven job functions, there will be a change in how humans and machines interoperate for the highest level of efficiency and playing to each other’s strengths. The increased use of AI in the financial sector is going to spur on new innovation, and an entirely new landscape of jobs are going to emerge. Although there is always a lag between the adoption of new jobs and loss of current jobs, up-skilling and re-skilling are going to be the key to success in the future of the financial job market.

Website: https://www.michaelpage.co.uk/

The Bank of England (BoE) has released its latest data on mortgage lending this morning which reveals that new lending commitments are at their highest level since 2008 Q1.

BoE also reports that first time buyers increased their share of the market to 21.4% in Q2 2018 - a rise of 1.8% against the previous quarter. Despite the surge in lending, the mortgage market continues to be challenged by a combination of fierce competition from traditional and non-traditional players.

With the rise in the lending market, there is an ever-growing need for traditional lenders to offer innovative solutions that provide faster and more efficient end-to-end mortgage resolutions.

In the FCA’s Mortgages Market Interim Report 2018, the need for more customer-facing innovation in the mortgage market is being encouraged for traditional lenders. On average the loan procedure can take approximately 45 days and this can be exasperated if the loan requires additional underwriting.

Most of the time the lenders will underwrite applications manually, which risks inaccurate pre-approval. Traditional lenders are seeking out next generation technology solutions to compete with non-traditional players to better manage the entire mortgage lifecycle.

Across the assessment, valuation, offer and contract completion process, manual data-entry errors can be reduced using Optical Character Recognition technology (OCR) by attaining customer data from key documents automatically. These bots extract applicant’s personal details from know your customer (KYC) documents and automatically review the applicant’s credit history which will speed up the mortgage application lifecycle, thus reducing the probability of manual error.

Puneet Taneja, Head of Operation at Intelenet Global Services, comments: “Buying a property is an important chapter in anyone’s life - dragging out the process creates a great deal of stress, preventing customers from getting their dream home as quickly as possible. Rather than having to wait for days to find out whether an applicant is eligible for a mortgage, automating the checks required across the assessment, valuation, offer and contract completion process takes away the headache away from mortgage brokers so they are able to communicate to customers and give them offers in 30 minutes.

Puneet continues: “Using this AI & Automation based initiative which uses bot technology to gain business intelligence alleviates the pain of mortgage brokers getting applicants data to find out if they are eligible. Digitizing the home-buying process by intelligent reporting & dashboards reduce processing times by 40% and costs by 50%.”

(Source: Intelenet Global Services)

More than two fifths (41%) of finance back-office processes could be automated in the next five years, a new study from global customer services provider Arvato CRM Solutions and management consulting firm A.T Kearney has found.

According to the new report, 41% of finance back-office processes are set to be performed by robots by 2023, with this figure rising to 53% within the next 10 years.

Implementation of Robotic Process Automation (RPA) is set to significantly boost firms’ productivity and efficiency, as bots are 20 times faster than humans with a 10% lower error rate. Subsequently, companies that adopt this technology, could potentially receive an ROI of between 300 and 1,000% over a three-year period.

It’s also predicted that the widespread roll-out of RPA solutions will result in an annual compound market growth of 50%, with the global market set to be worth $5billion by 2020.

New developments

The research also predicts that by 2023, RPA, with the help of cognitive capabilities, will be able to make automated decisions, and by 2028 robots will be able to carry out most back-office processes independently with minimal human intervention.

The new report, named ‘Robotic Process Automation: The impact of RPA on finance back-office processes’, interviewed more than 20 technology partners and players in the field of RPA, gathering together their view on the trends and developments within the sector.

Ben Warren, vice president of Digital Transformation at Arvato CRM, Global BPS, said: “RPA will revolutionize the finance back-office, as the new technology is more accurate, efficient and can work for longer hours, depending on demand.

“This can consequently help drive revenue for a business, streamlining processes and allowing employees to spend more time on higher value tasks.

“But although the benefits of automation can be great, it’s important that firms understand that to successfully utilize the technology they will need to invest.

“A full analysis of end-to-end systems and redesign of existing processes will be initially required, and companies will need to regularly review their processes as technology continues to evolve and develop over the coming decade.”

Dr. Florian Dickgreber, partner at A.T Kearney and co-author of the study, said: “Having transformed manufacturing, bots are now set to change processes in the service sector.

“We expect RPA, the automation of structured business processes, to take over more than half of all back-office processes over the next five to 10 years.”

(Source: Arvato CRM Solutions)

The Lords Select Committee recently issued a report: “AI in the UK: ready, willing and able?”. It outlines the burgeoning AI industry including the public understanding, engagement and design of AI and how the UK can become best placed to build and develop safe, secure and successful AI businesses.

Louis Halpern, Chairman of Active OMG, the British company behind the natural language conversational self-learning AI, Ami, spoke to Finance Monthly below.

AI will penetrate every sector of the economy and has tremendous potential to improve people's lives. I am pleased the report aims to set out a positive framework for the UK AI industry. However, the proposal is not enough to make the UK a leading destination to build and develop AI businesses. We embrace technology when it is safe, normal, and when it makes our lives better. If AI policy is directed at these elements we have the opportunity to make the UK a world leader.

For us at Active OMG safe means personal privacy. Consumers need to know their data is safe. We have to avoid the AI industry being tainted with Facebook Cambridge Analytica type scandals.

We use personal data so our clients’ customers have a better experience. When we apply the machine learning part of what we do the data is anonymised. We do not know if they are Mr or Mrs Jones, Chen or Blackwell. We are not concerned with the details of individuals. There is complete separation of personal and anonymised data.

Overcoming fear needs education, not reaction to “scandal’. The government should be educating individuals on how their data is going to be used and kept safe by the current legislation. We suggest a government information campaign, like the drink driving or Aids campaigns of the past. By explaining the data issue to people it will proactively help normalise AI.

The report talks about investing in Phd programs and cultivating AI companies directly from academic research. Yes, but we need to start programs in schools now to teach children how to use AI as a tool to thrive in a world where AI is normal. In the Pan Canada AI strategy they argued that AI should be taught alongside degrees, e.g. Sociology with AI. To become a leading AI nation, Britain must adopt a similar stance and ensure AI is intrinsic and everywhere.

Economies thrive on entrepreneurship. Entrepreneurs will develop the AI that will change our lives, like the iPhone and the personal computer. These devices cut across every industry and benefit every consumer. Government needs to follow the same model. The report talks about specific Government departments and initiatives; these will stifle, not accelerate. Every Government department needs to set an example by making policy that puts AI at the heart of what they do. No western country has been this brave.

When electricity became available it’s light quickly illuminated everything. To be a world leader, the UK needs to ensure AI’s light shines in every corner.

“In the future, robots will be doing our jobs for us” is one of the most common sentences we hear from futurists, business people and technology leaders. Below Richard Acreman, Partner at WM Reply, discusses the overvalue of automated processes and the future of ‘robots’ on the front lines of business.

There are variations on the theme depending on your perspective, like “robots are stealing our jobs” or, at the other end of the spectrum, “robots will create a revolution in creative freedom.” But while all of these predictions will probably have a strong element of truth to them over the long term, they’re also the source of a dangerous misconception in the here and now: that businesses don’t need to worry so much about talent.

Broadly speaking, the exact opposite is true, but if it’s a misconception you share, you have some prestigious company. A major piece of opinion research recently revealed the difference between the value of human capital vs. physical capital to the economy now and in the future. As part the study, two thirds of CEOs and top leaders at global firms revealed that they believed technology would create greater value for their organisations than their workforces would. Almost half believed that automation, AI and robotics would make their workforce “largely irrelevant” in the near future.

In fact, the economic modelling that accompanied the research showed that human capital would be worth more than twice as much. The key distinction is having the right skills and the right people, who are valuable both in their own right, and as the people who are going to enable the technology to enhance their organisations’ value. That means engaging with, supporting and learning from the best workers to ensure that their knowledge and expertise remains within the business and can continue to unlock the business’s potential as the workplace changes.

A key battleground

Unsurprisingly, the first place that this issue is flaring up is on the front lines of business – among the customer facing or service delivering staff that form the grass roots of most organisations. It’s this audience who are often the most threatened by automation and it’s also this audience who are traditionally most neglected by their companies.

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As the above study shows, it’s all too easy for businesses who have never been particularly strong on engaging their front line workers to take technology as an excuse for inaction or to make the situation even worse, but overestimating the scale of the change or the speed of the transition means that those with this attitude will likely have years to regret their miscalculation before anything close to the future they’d imagined comes to pass.

Why front line workers continue to be so important

Looking at it from both sides helps to clarify how misleading it can be to think that technology is going to make staff less relevant.

If we assume that technologies that are good enough to fully replace staff are here already, or very close, then we might also make the assessment that the best staff will be needed to help inform the processes and approaches of that technology, look after it, and stand in for it when it goes wrong. Not to mention the cases where it doesn’t have the answer, or is dealing with a customer who insists on human interaction.

If we assume that the technology isn’t here yet, but is coming, then this group will remain essential to the work, but exist in a heightened state of anxiety about their future with automation seemingly in hot pursuit of them. They will therefore need not just a decent level of support and attention from the business (as should be standard), but also a certain amount or additional reassurance, the absence of which might well be seen as their death knell.

People and technology in perfect harmony

What then is the short-term answer? And how can companies ensure that they are not only engaging with, but also getting the most out of their front line workers, so that the technology will have to work even harder to offer a quantifiable advantage?

That’s probably something that’s best explained with some specifics. Bea Tartsanyi, enterprise innovation strategist at Sideways 6, talking at a recent event focused around Microsoft’s Yammer, pointed out that the value of grassroots innovation to a business is immense. With the analytics that her team is developing, they’re starting to get a handle on just how important that is. She’s proving that using tools like Yammer to access the knowledge and learnings of those on the front lines – those who ordinarily might not have much of a voice internally – is not only one of the most effective, but also cost efficient ways of driving innovation.

Bea also pointed out that companies are always looking at ways to bring the voice of the customer firmly into the business. To learn from the customer’s needs and to understand the best practice approaches to meeting them. What better way to do that than to directly connect front line workers to the centralised organisation through the engaging, non-hierarchical social tools like Yammer.

It works both ways: Front line workers can easily flag some of the everyday challenges they face for senior managers to tackle, while those at the top can offer up the challenges they face. Whether those challenges come from a loyalty, cost or another perspective entirely, allowing those at the coalface to share their experience of overcoming those challenges on an individual case basis will feed into an organisation-wide benefit.

Ultimately, automation will have an important role to play, but we’re a long way from that role superseding the role of front line workers. Giving those on the ground the tools to excel at their own jobs while also feeding into the wider strategy is an immediate answer to many of the challenges that companies face. Given how much front line workers – properly enabled – can contribute, ignoring the people-based solutions to those challenges in favour of the vague idea that up and coming technologies will fill in the gap is like saying you won’t buy an umbrella because at some point in the future it might not be raining.

This could be the taxi of the future. The EZ-GO is a concept by Renault. It’s a fully autonomous ride-hailing service. It doesn’t require a driver to be present. And if necessary, it could be controlled remotely.

Hailing an EZ-GO is simple. It’s all done through the app. 1) Choose your experience. You can choose a private ride or share with others. 2) Reserve your seats.The EZ-GO would seat up to six. It could also take tourists on a guided tour. 3) Get in and go. The door lifts vertically allowing riders to walk in upright. A ramp also makes the EZ-GO more accessible. The interior is designed for comfort. Sofa-style seating. 360-degree windows. In-car WiFi and wireless charging. A display shows your travel information.

Renault sees a need for new mobility solutions in cities today. EZ-GO aims to solve those issues. Would you reserve this ride?

CFOs no longer rate Excel as most important skill, turning to new technologies, automation.

Adaptive Insights recently released its global CFO Indicator report, exploring finance automation progress and expectations of CFOs. The survey reveals that CFOs are embracing automation across various areas of finance, driven in large part by a requirement to be more strategic and provide better analyses. Financial reporting and period-end variance reporting top the list of automated processes today, according to the survey.

Automation initiatives are also impacting required skills for finance professionals. Whereas two years ago, 78 percent of CFOs considered proficiency in Excel as the most important skill for their FP&A teams, only 5 percent feel the same today. Looking ahead, only 7 percent of CFOs list better Excel skills as important for new hires. Instead, CFOs rated the ability to be adaptable to new technologies as the top skill for new hires, signaling a shift in desired skillsets for finance professionals in the future.

“We’ve seen CFOs increasingly take on the role of chief data officers in their organisations,” said Jim Johnson, CFO at Adaptive Insights. “At the same time, CFOs recognise the limitations in the way they manage and analyse data today and know it will only get worse with the proliferation of more systems with siloed data. That’s why Excel skills aren’t ranked as a top skill any longer. Proficiency in Excel is a given today. The new skills finance leaders need are those that can use technologies to access, analyse, and amplify data for insights to better manage the business.”

Limitations with manual processes like spreadsheets were recently documented in a Wall Street Journal article, Stop Using Excel, Finance Chiefs Tell Staff. The article noted that ubiquitous spreadsheet software that revolutionised accounting in the 1980s hasn’t kept up with the demands of contemporary corporate finance units, citing a lack of automation.

(Source: Adaptive Insights)

Bhupender Singh, CEO of Intelenet Global Services, explores the developments in automation and other technologies for financial services.

This year, the pressure is on for banks to keep up with the latest innovations in technology. The Second Payment Services Directive (PSD2), requires banks to have systems to share their customer data with competitors in place, and allow third party players to process payments. This comes as part of a wider Open Banking Initiative, to open up the financial services market to competition from innovative challengers and Fintech players.

The General Data Protection Regulation (GDPR) will also require huge technological preparedness as companies put in place new data management programmes to wipe customer data on request and detect data hacks within 72 hours.

So far this has proved difficult. Saturday 13^th of January was the original deadline for UK banks to become compliant with PSD2. But five of the UK’s major banks do not have the correct technology in place to be ready in time, and have had to secure an extension from the Competition and Markets Authority (CMA).

And there is pressure coming from competitors, as well as regulators. New challenger banks and Fintechs have been growing in popularity and drawing away customers from traditional banks, service by service, through personalisation and agility.

PSD2 will only increase this challenge, allowing these challengers access to customer data, drawing tech giants such as Amazon and Facebook into play, and facilitating the aggregation of financial data on comparison sites. This will give customers a clear view of where they can get quicker service or make savings with other providers, so traditional banks will be looking to harness the latest technology to keep their services agile, user-friendly and inexpensive.

In response to this, many banks are investing in updating their processes to match the agility and tech capability of their challengers – but they are often hindered in doing this by clunky legacy systems, struggling to patch new technology onto existing infrastructure.

To solve this issue, financial providers are increasingly turning to the help of business process outsourcers. Shifting away from a cost-cutting mentality, BPOs are now driving innovation throughout the finance industry. In fact, the market for outsourcing in Banking and Financial Services is estimated to grow at a rate of 6.79 per cent annually until 2020, when it is forecast to be worth $4.9bn.

Outsourcers are leading the way by bringing innovation into banking processes to drive technology adoption. On a macro level, by migrating data to the cloud and using automation to create a connected financial data ecosystem, outsourcers can help generate a holistic overview of areas of performance. This makes data management simpler, so that GDPR compliance is easier. It also allows for more informed decision-making. Personnel can see the whole picture and draw further insight on decisions. This means that additional tools such as predictive analytics can drive businesses to focus on their growth and financial success.

As financial services providers face increasing competition from the agile service of challenger banks and Fintechs, the pressure is on to speed up and improve service. Automation allows traditional banks to compete on a granular level by improving the quality of each service. One example is the developments in mortgage approvals. Once requiring complicated systems of referral and human judgement, this administrative process can be thoroughly automated, linked up with the relevant data to radically reduce waiting time for the customer. With the help of an outsourcer, one leading UK bank was able to cut down approval times from 11 days to a matter of 48 hours.

New competitors have also been attracting traditional banks’ customers by offering an increasingly personalised service. But using outsourcers, banks can optimise the reach of their in-person service – an advantage against new, smaller challengers. Many are making use of voice-recognition software that recognises a specific customer, matching this to their personal data and, using AI programmes that make conclusions about the likely subject of their call, automatically forwards calls to the best place. This reduces the friction customers face when being passed manually between departments and points of contact.

As this reduces the need for a human operative to redirect calls, this instead enables staff to refocus their energies on more sophisticated customer service requests, managing relationships with consumers to promote business growth in an interpersonal way, to keep up with new competition.

Driven by outsourcers, automation tools are allowing finance teams to cut down the time taken to process complex transactions and administrative tasks. By streamlining front-end and back-end processes with these kinds of programmes, outsourcers are helping traditional banks and finance teams not only to save money, but to radically drive innovation, to compete for customers, comply with regulation, and offer an increasingly rapid and modern offering to their customers.

More than nine in ten finance and accounting professionals (92%) are optimistic about increased automation in the profession, according to new research from Renaix.

The study, which questioned over 200 finance and accounting professionals, reveals that 81% are seeing their role impacted by emerging technologies, such as advanced data analytics (63%), cloud computing (42%), robotics (17%) and artificial intelligence (15%). This increases to more than nine in ten (94%) who believe these technologies will impact their role in the next five years.

Yet, despite the increasing role of technology, only 12% of those questioned believe their job will be completely automated within the next five years, with most seeing new tools as an opportunity rather than threat. Two thirds (69%) say automation will enable them to be more efficient, over half (59%) say it will allow them to add greater value to clients and 40% say it will reduce the amount of transactional work they’re involved in.

But that doesn’t mean there aren’t challenges, with more than half (59%) of respondents having to learn new skills to keep up with technological developments, with data analytics (54%), soft skills (54%) and working with new technologies (51%) coming top of the list.

Many are also worried about skills shortages over the coming years, particularly in data analytics (52%), STEM (science, technology, engineering and maths – 42%), and soft skills (31%). Furthermore, a quarter (25%) of those questioned say their employer still isn’t investing in upskilling the finance function to work with new technologies.

Paul Jarrett, Managing Director at Renaix, comments: “Emerging technologies are set to transform the finance and accounting sectors, with many professionals already feeling the impact on their day-to-day responsibilities. And it’s encouraging to see that, far from being intimidated or threatened by these new ways of working, the majority of professionals are excited and optimistic, believing automation will improve and expand their role in the coming years.

“Finance and accounting organisations have a fantastic opportunity to drive forward digital transformation, empowering all employees to play their part in developing and implementing new ways of working. However, to do so effectively, employers need to ensure they are equipping the workforce with the right skills, as well as investing in bringing in the right talent. While there will always be a need for traditional finance and accounting skills, we’re seeing a significant rise in demand for a broader range of backgrounds, particularly those with STEM qualifications. Businesses therefore need to plan their talent needs effectively, to ensure they stay ahead of the game.”

(Source: Renaix)