The New Automation Mindset: AI + Automation + Integration Workato

Episode Summary
In this episode, Markus Zirn and Judith Apshago explore the dynamic realm of IT leadership and the impact of technology on organizational transformation. Judith takes us on a journey through her illustrious career spanning industries from rail to biotech. Delving into the heart of process innovation, she reveals Amtrak's cutting-edge advancements in predictive maintenance, aimed at revolutionizing operational efficiency and elevating customer experience. She also unveils her unique approach to IT leadership, where business-IT collaboration, agility, and strategic integration of data and AI take center stage. From her groundbreaking work at U.S. Silica to her current role at Amtrak, Judith shares invaluable insights on leveraging technology for transformative impact across many industries.

Timestamps
*(00:00) Episode Start

*(03:15) Judith's career at Amtrak

*(10:15) Judith's process innovation at U.S. Silica

*(17:10) Advice on business process redesign (BPR)

*(21:10) Role of IT in solution design and business partnership

*(26:55) Identifying cross-industry experience for process improvement

*(32:22) Challenges and opportunities in AI-driven process improvements 

*(36:06) How to lead organizational transformation 

*(39:45) Judith's advice for IT professionals
Episode Key Takeaways
Start Small and Iterate: When implementing new technologies or processes, begin with a manageable scope. Test the waters, gather feedback, and refine your strategies accordingly to ensure they address pertinent business challenges effectively.
Leverage Data and AI: AI can help you extract valuable insights from your data, enhancing decision-making and operational effectiveness. Reimagine processes with innovative, data-driven approaches to drive fundamentally better solutions.
Align IT with business goals: Ensure seamless alignment between tech initiatives and overarching business goals. Get IT and business teams in sync, collaborating closely to make sure every tech move delivers real business value.
Foster curiosity and innovation: Cultivate a workplace culture that champions continuous learning and inventive problem-solving. Empower your team to explore emerging technologies and brainstorm solutions to address business challenges effectively, fostering a culture of continuous improvement.Top Quote
“The people who are most valuable to me in the organization are the dot connectors who can see things in different places and say, ‘if that works over here, maybe we can leverage it over there.’ Back to that example I gave about the data that we're collecting from the trains and the tracks – we're doing that for a specific purpose to improve our maintenance processes, but that data is also valuable in other places in the business. So how can I connect dots and see where else might this information be valuable and what other information might be valuable to this process? So again, dot-connecting is a kind of key skill in this area.

Episode Summary
In this episode, Markus Zirn and Michael Balarezo explore the transformative realm of automation and AI. Leveraging his experience leading Media.Monk’s Automation and AI strategy, Michael offers a wealth of invaluable insights on navigating digital transformation. They discuss the synergy of AI and automation, highlighted by Media.Monks’ revolutionary software, Monks.Flow. Michael also emphasizes the importance of fostering an automation-first culture and making AI tools accessible across the workforce. Whether you're a tech enthusiast or industry professional, Michael's expertise offers practical advice for leveraging automation and AI to drive organizational transformation.

Timestamps
*(00:00) Episode Start

*(03:52) Michael's thoughts on AI and automation

*(08:11) Media.Monks' Monks.Flow software

*(11:37) Michael's journey at Media.Monks

*(22:00) Automation culture at Media.Monks

*(29:16) Empowering people in automation

*(34:59) Experiences with AI integration in automation

*(39:59) AI as a tool for inspiration

*(45:12) Michael's advice on automation and AI

Episode Key Takeaways
Maximize the power of automation with AI: Look for ways to bring AI into your automation projects. AI can help make smarter decisions and supercharge your automation processes to work even better alongside humans.
Foster an automation-first culture: Make automation a part of your organization's DNA. Encourage everyone to get on board with automation, ensuring that its benefits and know-how are available to all.
Democratize access to technology: Ensure that everyone in your team has access to AI and automation tools and training. By giving everyone a chance to engage with these technologies, you're opening the door to new ideas and innovations.
Prioritize your budget for automation and AI: Get the money conversation going early. Make sure there's a dedicated budget for automation and AI projects by working closely with your financial decision-makers. With clear financial planning, you can speed up the adoption and growth of automation and AI in your organization.
Top Quote
"I've always said automation is change management. And there's this push and this pull in the automation journey. As you continue to scale out automation in your practice, you have to really identify what works and what doesn't work, for your business. But it's a team effort. If you don't have other folks around you supporting that and also beating the same drum, it makes it very difficult to kind of adopt that sort of mentality, that mindset, that culture." – Michael Balarezo

Episode Summary
In this episode, Markus Zirn and Hillary Carpio delve into the dynamic world of Account Based Marketing (ABM). Leveraging her extensive experience, Hillary provides a peek into the strategies propelling Snowflake's market dominance. Drawing insights from her book 'Busting Silos', she illuminates the transformative power of automation, orchestration, and a profound understanding of human behaviors in modern marketing. Exploring Snowflake's unique ABM approach, they unravel the creation of their internal ABM platform and delve into the pivotal role of data and AI in shaping the future marketing landscape. Hillary shares her passionate advocacy for customer-centric methodologies, alongside invaluable advice for aspiring ABM leaders, unlocking the full potential of ABM in their endeavors.

Timestamps
*(03:13) Episode Start

*(05:38) Exploring Account-Based Marketing (ABM) and Hillary's book “Busting Silos”

*(09:37) Crafting a custom ABM tech stack

*(17:05) Snowflake's approach to ABM

*(20:37) Composable enterprise and data-driven orchestration solutions

*(24:10) Approach to activation flows and cross-departmental collaboration

*(26:33) Future of ABM with AI

*(26:26) Hillary's journey at Snowflake

*(30:22) Advice on building your own ABM tech stack

*(30:26) Evolution of scoring models and Snowflake's approach

*(33:50) Hillary's wishlist for future tech advancements

Episode Key Takeaways
Solve genuine problems: Transform existing processes by identifying authentic pain points. Dive deep to understand the intricacies, ensuring your solutions yield impactful outcomes.
Always put your customer first: Keep your customers front and center. Navigate through complexities while ensuring your solutions meet their practical needs, not just technical requirements.
The future of marketing lies in technology: Embrace the technological revolution in marketing. Explore the power of generative AI and other emerging technologies to streamline processes and personalize interactions, propelling your strategies into the future of innovation.
Flexibility is Key: Adapt and thrive in the ever-changing digital realm. Stay agile, iterate on your strategies, and embrace new data inputs to continuously improve and scale your efforts for success.Top Quotes“You can create a great orchestrated product. But if sales isn't on board, if SDRs aren't on board, if the creative team isn't on board… Everybody has to be on board to believe in this vision that you're executing, you can't just execute against something that nobody wants to be a part of. So at the end of the day, it has to be business-focused. It has to be outcome-focused. And the tool or the platform just becomes a mechanism to help you get to that goal faster.” – Hillary Carpio

Episode Summary
In this episode, Markus Zirn, Jason Pikoos, and Stephen Attanasio explore the complex world of order to cash (O2C), covering everything from lead generation to cash collection. They emphasize early data capture, reliable data sources, and process flexibility for optimal efficiency. From process mapping to incremental development, they offer guidance to keep your processes resilient and adaptable. Additionally, they discuss the potential impact of generative AI on O2C and the importance of designing processes to evolve with business needs.
Timestamps
*(00:00) Episode Start

*(03:46) Introduction to order to cash

*(11:29) Exploring end processes from opportunity to renewal

*(15:05) Automating RMA processes for faster customer solutions

*(16:29) Advice for automating order to cash processes

*(24:18) Understanding maturity levels in order to cash

*(30:24) Strategies for exception handling

*(35:13) Role of Generative AI in exception handling

*(37:32) Optimizing data architecture in order to cash process

*(42:33) Agility through automated order generation

*(47:47) Jason and Stephen's advice

Episode Key Takeaways
Document and map your order to cash processes: Begin by thoroughly documenting your current O2C workflows and creating clear process maps. This proactive step helps identify inefficiencies and areas suitable for automation, laying the groundwork for effective implementation.
Design your order to cash process backward: Craft your process by starting with the end goal and working backward to ensure vital data capture and smooth information flow.
Implement automation incrementally: Start automation projects with small, achievable tasks to demonstrate immediate benefits and build momentum. Incremental automation allows for quick wins and enables adaptation to changing business needs and evolving processes.
Top Quotes
“You really want to crawl before you walk, and then you run. And that really is critically important. Starting with the basics, building a strong foundation for which you can further build upon. You can't get to the more bespoke and complex process automations and integrations until you really have that strong basis to build from. Not just from a technical perspective, but also from an organization perspective. You need to show the value first in integrations and automations. You need to show what you can do.” - Stephen Attanasio

“Order to cash is going to evolve. So don't bother trying to guess every possible outcome and automate every possible outcome that may or may not exist. Oftentimes the best thing to do is create some degree of flexibility, so don't hard code everything into the system. But also make sure you have technology that is flexible and easy to adapt. It's a reason why we've always enjoyed [Workato], because it is a very easy product to evolve.” - Jason Pikoos

Episode Summary
In this episode, Markus Zirn and Bill Genovese explore the financial services industry through the lens of automation. Drawing from Bill's extensive industry experience, they discuss the challenges and opportunities inherent in adopting new technologies within a complex and heavily regulated environment. They delve into the transformative potential of technology, emphasizing the crucial need to adapt strategies in response to shifting consumer demands and evolving industry trends. Bill's invaluable insights shed light on how automation is not only reshaping the financial services sector but also driving innovation to new heights.

Timestamps
*(00:00) Episode Start

*(03:20) Bill's insights on financial services

*(09:30) Process thinking in financial services

*(13:29) Role of open APIs in customer experience 

*(17:15) Navigating friction between legacy technology and open APIs

*(21:54) Optimizing open APIs through integration 

*(25:16) Most beneficial process enhancements with digital technology 

*(31:39) Early tech adopters and trends in finance

*(36:19) Simplifying technology for organizational growth

Episode Key Takeaways
Culture trumps strategy: Foster a corporate culture that prioritizes adaptability and innovation over sticking strictly to traditional strategies. This shift enables companies to effectively navigate industry disruptions and swiftly respond to evolving challenges.
Adopt API monetization strategies: Align your API strategy with business objectives. Assess whether opening APIs enhances user base or generates revenue. Ensure regulatory compliance and adoption potential align with market expectations.
The need for a mobile-first strategy: Prioritizing mobile and internet-first service development will help you stay relevant. This meets the rising demand for mobile access and seamless user experiences in a competitive market.
Navigate legacy system challenges with partnerships: To overcome the friction between legacy systems and the need for open APIs, collaborate with technology partners. Look for solutions like code refactoring or API runbook conversions to bridge the gap between outdated mainframes and modern API requirements, facilitating smoother integration.
Top Quote
“There's a famous quote by Peter Drucker centered around culture. That quote is ‘Culture eats strategy for breakfast.’ So I've kind of spun that on its heels a bit in the sense that if your industry strategy does not address culture, then all you're eating is breakfast. You're leaving out lunch and dinner as well. So that's very important in terms of mindset, automation, integration, and digital transformation. Especially in a heavily regulated industry such as financial services.”

Episode Summary
In this episode, Markus Zirn, Sari Vuola-Vuorinen and Andrew Newson explore the intricate world of ICEYE, where business meets technology. Sari and Andrew share their experiences about transforming ICEYE's business processes, fostering collaboration and innovation, and optimizing their IT environment for agility. This dynamic duo, one steering business transformation and operations, and the other helming IT, open up about their unconventional approach to harnessing the power of diverse engineering domains within their teams. From discussing ICEYE's unique work culture and compelling journey to the importance of maintaining a balance between governance and democratization, their candid stories provide a captivating glimpse into the ICEYE experience.

Timestamps
*(00:00) Episode Start

*(03:22) What is ICEYE?

*(05:18) People and culture at ICEYE

*(11:47) Exploring the dynamics of fusion teams at ICEYE and its impact on growth

*(19:45) Comparing IT environments and the magic at ICEYE

*(21:25) How to implement a long-term vision using enterprise systems 

*(23:49) Balancing democratization and governance for security and inclusivity

*(26:03) Uniting fusion teams, collaboration, and governance to drive innovation

*(28:53) Navigating innovation and agility in agile vs. static environments

*(32:11) Importance of end-to-end processes and ICEYE's strategic approach

*(38:47) Advice for emerging and established organizations

Episode Key Takeaways
Prioritize collaboration and fusion teams: Foster a culture of collaboration by uniting diverse talents and harnessing their curiosity. Establish clear objectives to channel contributions effectively. Embrace fusion teams to promote cross-functional collaboration, bolstering synergy and driving transformative outcomes.
Embrace end-to-end eusiness processes: Emphasize a comprehensive understanding and management of business processes, from inception to completion, to optimize efficiency and deliver value to stakeholders. Shift focus from isolated tasks to a holistic view, ensuring seamless operation throughout.
Implement loosely coupled architecture: Andrew advocates that this strategy helps pivot and provide a consistent method of transferring data and integrating systems without disrupting core architectures. Embrace this approach for enhanced agility, facilitating rapid adjustments and scalability within complex systems.
Cultivate innovation and agility by embracing change: Be open to new ideas and encourage your team to trial and error for continuous improvement. Be able to adapt to learnings quickly. Manage tooling demands proactively, aligning with the pace of business evolution for sustained growth and competitiveness.
Top Quotes
"Sari and I's approach here is to transform how the business operates. It's not just implementing a system, it's not just providing IT tools. It is fundamentally changing business processes, changing the way that we work with our partners and our customers. And that really is a differentiator for me to have the opportunity to influence the core workings of a reasonably mature and sizable business is probably the unique thing.” - Andrew Newson

“It's all about people and collaboration. And that's why I like the diversity in practice being also that we can, through collaboration, bring very different people around the table. And curious people are committed to making the change. If you just are clear with the aspiration, the direction, the vision, you then enable people to do their best, so miracles happen.” - Sari Vuola-Vuorinen