In this moment, excerpted from the full-length interview between Bob Evans and Certinia (formerly FinancialForce) CEO Scott Brown, Brown tells Bob Evans how Certinia enables the automation of “low value” work, which frees up service workers, allowing them to “do the things they love,” like engage with customers and provide the intellectual horsepower for technology implementation.
00:08 — Bob references the artificial intelligence (AI) capabilities that Certinia has in its suite of solutions. With these capabilities, and its automation services in place, Certinia enables its employees to stray from doing “low-value, grunt type of work,” allowing them to focus on “innovative, customer-focused, growth-oriented sort of jobs.”
00:45 — “When you speak to the service economy workers, that low-value stuff makes them crazy. They hate having to do that,” suggests Brown. Automating these tasks enables employees to do more of what they love — like being customer-facing, and providing the intellectual horsepower that is needed to implement various technologies.
01:31 — Freeing up service workers from doing low-value work creates profitability and strong resource utilization. However, it is not just about creating operational efficiencies, says Brown, but also enhancing the employee experience and creating a rich career journey.