Panel Discussion | Intelligent Automation: Hype or Happening?
By Balasoorian Balakrishnan, Jan-Willem Middelburg, Eric Nguyen, Johnwee Lee
As intelligent automation continues to grow in popularity, people still struggle to capture exactly what it refers to. There is also a confusion between Intelligent Automation, Hyperautomation and Robotic Process Automation. When is which concept used? And are there any fundamental differences between these different forms of automation?
In this panel discussion, we will discuss how companies should interpret Intelligence Automation and why executives should care about this topic. We will discuss how the world of Artificial Intelligence and Automation are converging, and which skill and capabilities organizations need to prepare for the era of Intelligent Automation.
In this panel, a number of global automation experts will shine their light, and express their views on the future of Intelligent Automation. The panel is moderated by Jan-Willem Middelburg, CEO of Cybiant and author of the Service Automation Framework. Don’t miss this opportunity to learn from global automation experts.
Balasoorian Balakrishnan leads a Global Service desk that runs 24/7 and APAC EUS team that provides Tier 1, Tier 2 support in 160 countries with 1000+ Locations globally. Provides leadership direction and strategic vision to a support organization of 130 + individuals supporting approximately 60K internal customers
Balasoorian also provides strategic decisions and lead the formation of the Digital Contact strategy, design appropriate services and propositions, research and recommend the correct Digital Contact Channels for our market and customer profile interface.
Starting Robotic Process Automation journey since 2017, Eric Nguyen has delivered values to Business Operations through his duties as Business Lead and Developer across various scales (Enterprise, Program of Works to Business Development) in Telecom Customer Services, Project Management, and IT Consulting, Managed and Professional Services.
With Internal and Business partners, he solves business problems via Automation, Data Insights and Agile ways of work.
Over his 15 years in Managed Customer Services space, serving customers from Enterprises, Goverment agencies and SMEs, Eric knows what drives: Customer time reduction, Consistent Customer Advocacy, Practical Cost saving. Eric holds a Master of Business Information Systems from Australia National University.
John is a passionate Digital Technologist and Certified Trainer in leading and helping other excel in learning of Digital and integrating them into self and business. Lived and worked in China, Australia, Indonesia and Malaysia (Home Ground) collaborate and drive business outcomes with Global, Regional and Local teams. A strong advocate of Digital, Service Delivery, Customer Advocacy, End User Computing, Managed Services, Custom Factory Integration, Solutioning, Vendor Management and Design Thinking.
Jan-Willem Middelburg (Host)
Jan-Willem Middelburg is the CEO and co-founder of Cybiant, based in Kuala Lumpur. He started Cybiant with the mission to make a more sustainable world for the Next Generation using data and automation. Jan-Willem Middelburg authored and coauthored numerous books, including Serious Gaming (2013), The Service Automation Framework (2017) and recently The Enterprise Big Data Framework (2018).
A pioneer and advocate for professionalization in Automation and Big Data, he is a frequent keynote speaker and moderator at universities and technology conferences around the world. Also, he has been an accredited trainer for over 10+ years in both Europe and Asia. Jan-Willem holds a Bachelor’s degree in Industrial Engineering, a Master’s in Supply Chain Management from the Rotterdam School of Management and is currently pursuing a second Master’s degree in Computer and Information Technology at the University of Pennsylvania.
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