Blog Library

A monthly blog by either Leslie Willcocks or Mary Lacity covering specific areas of Service Automation in detail, often with critical commentary on recent media articles on the topic. A must-read section of the website to keep up to speed with the latest news on RPA, CA & AI.

Robotic Process Automation and after at Mars

The case gives insights into how automation was adopted, the business case, challenges, success factors and the business value delivered. We get a glimpse of the future direction with automation, and the executives and researchers discuss the lessons and insights derived from the case.

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A Digital Catch 22: After the crisis, who’s betting on Digital Transformation?

Today’s organisations are facing a Digital Catch-22. On the one hand, digital transformation is difficult and costly, and short-term investment may be needed elsewhere to where it is really hurting. On the other hand, today’s organisations cannot afford not to become tomorrow’s digital businesses. Let’s find some evidence for this proposition.

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SMAC/BRAIDA:There’s More To Digital Than Automation

The general view has been that the 2020–2021 pandemic has been already accelerating the adoption of automation...

So what are the major emerging digital technologies that will impact business everywhere? My rough guide begins with ...

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Progressing The Strategic Automation Agenda: Lessons From Nielsen

We talked to two, senior executives at Nielsen—Deborah Fassi, SVP Transformation & Automation, Media and Retail Measurement, and Oleg Royz, Vice President – Global Digital Transformation / RPA. This is mainly in their own words, and we provide, at the end, an analysis of Nielsen’s progress.

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RPA - Past, Present and Future

The interview was published in: Rethinking Finance magazine (, June 2020

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Working From Home: Five Essentials

After much confusion, clarity! Working from home, and now self-isolation, brings the chance to simplify my life. In some ways, as an academic, I am lucky because I have been doing this on and off for many years.

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Misleading Metaphors Fuel The ‘AI’ Delusion

With ‘AI’ (‘Artificial Intelligence’, and please note the inverted commas) I often feel dizzy enough to channel Alice In Wonderland: “When I use a word,” Humpty Dumpty said in rather a scornful tone, “it means just what I choose it to mean—neither more nor less.” Yes, indeed.

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Future Title