2024 WORKFLOW AUTOMATION OUTLOOK

A path to maximizing tech investments

to drive value from GenAI and beyond
 2023 was the year of GenAI.
It’s likely that 2024 will be too.
AI and machine learning have progressed in the
background for decades, but last year’s advancements
A WORD FROM changed the conversation—and many organizations’
roadmaps. If I could shout it from the mountaintop
asish ramchandran I would: Leaders should meet this moment, because
Chief Commercial Officer - generative AI is likely to command budget and
ServiceNow Alliance, Deloitte Global attention for years to come!

Wow, what a year! Now that AI does my job

But there’s a balance of opportunity,
for me, I have so much free time. Ok, not
risk, and innovation to weigh.
quite. But there were a lot of developments. Don’t risk missing the bigger picture with a singular
focus on GenAI. Most good business strategies are tied
As I reflect on the Deloitte Global 2023 to diversification and mastering the fundamentals—
Workflow Automation Trends, it’s clear and now more than ever, organizations should look
expectations remain high for improving to deliver enterprisewide wins to support revenue
the management of sustainability and growth, while managing operating margins. Whether
enterprise services. But it was some of it’s protecting your business from cyber risks or driving
last year’s other trends—productivity, efficiency in your core infrastructure and assets—
value delivery, and cost management— getting smarter about running your business is a
that commanded attention amidst constant requirement.
economic uncertainty.

Getting the most out of every technology

investment was (and is) priority No. 1
for organizations.

1 2024 WORKFLOW AUTOMATION OUTLOOK

Find out how to meet this moment... and beyond >>
 Businesses came into Then, GenAI changed the Now it’s driving the
2023 with big priorities. conversation and strategy. future of business.

Tap the human

Enterprise service element of AI
management (ESM) to build trust and support
Sustainability matured and governance around GenAI growth
and profitability was elevated
converged
Protect data
with confidence
and proactively
manage cyberthreats

Cost
management
was balanced with Innovate your
a growth mindset industries
to deliver custom solutions
to complex problems

Productivity
rose with
digitization and
Unlock value from
automation next generation of
managed services
to translate today’s tech
Value delivery Generative AI into ongoing business value
was spurred from made its mark and
tech investment transformed business
as we know it Invigorate your
digital core
while shifting to a tech
wellness mindset
3 2024 WORKFLOW AUTOMATION TRENDS REPORT 4
 A look back to 2023
The trends Deloitte and ServiceNow laid out heading into 2023
shouldn’t be left in the past—they’re still impacting businesses
today. Here’s a glimpse into what’s stayed true, what’s evolved,
and what businesses should think about next, including how
GenAI can work for you.

Sustainability Productivity Cost management Value delivery ESM maturity

In the face of new regulation, As working from home continued There’s been a clear increase As more has shifted to the Enterprise service management
Gen-Z expectations, and in 2023, productivity was top-of- in cloud consumption. But cloud, companies face a value (ESM) has been a focus for
added tax benefits, business mind. But as hybrid environments with the c-suite challenged conundrum: Are we just years due to its complexity
and planet goals converged in prove the most optimal for to correlate it to revenue implementing technology, or and breadth. For those who
2023. And while cost takeout employees, companies should impact, the need to prove are we optimizing our business? only see its internal-facing
will always be an appealing elevate the experience and value from cloud is as critical As IP ownership becomes more implications, ESM can open
investment, it could be critical engagement in those spaces. One as ever. Understanding fluid, it’s likely there will be a the door for smarter, more
to shore up your company’s consideration will be to offer a cloud investments can turn need to go beyond optimizing informed service delivery.
ability to accurately capture, consistent set of the right tools— cloud costs to optimized within business processes, with Now, companies can leverage
track, and report data— ones that don’t get in the way consumption—bringing cross-discipline processes— GenAI to anticipate service
unlocking the insights that fuel of working, but make jobs businesses closer to their uncovering an introspective, needs—ultimately impacting
opportunities and efficiencies. more streamlined. 2024 goals. end-to-end view into your client experience, revenue
technology providers to unlock generation, and enterprisewide
Sustainability should be Meet the hybrid moment to drive Curb costs to unlock margin true business value. cost optimization.
financially sustainable. efficiency—and the bottom line. and investment.
Reimagine tech spending. Deliver on needs, not requests.

5 2024 WORKFLOW AUTOMATION TRENDS REPORT 6

 Meet the moment:
What GenAI requires
of today’s leaders
GenAI isn’t new. It’s an evolution of decades of work around AI and
machine learning. And while we’ve seen the technology hype cycle
before—with IoT, cloud, and blockchain—this feels different.

GenAI will likely be a reset moment. The technology is moving fast—and the potential You can’t be everywhere at once. We see
business benefit is expected to grow. opportunities to make smart moves on five fronts.
Those who start now and make the right moves can meet stakeholder requirements,

1
while gaining a competitive advantage. Those who try to wait it out or don’t build an Tap the human element of AI
Rally stakeholders behind your GenAI strategy
intentional strategy might get left behind.

How can early adopters avoid the hype—discerning which moves will drive value,

2
Invigorate your digital core
and which are just noise?
Proactively scale while avoiding tech sprawl

Deloitte surveyed 2,800 leaders at AI-fueled organizations and found that many feel

3
Protect data with confidence
optimistic about GenAI’s potential, and are on the verge of scaling up their efforts.
Manage risk and defend privacy to build trust

62% 46% 30%

4
Innovate in your industry
Address complex and unique use cases

excited fascinated uncertain

5
Unlock the next generation of managed services
Translate today’s tech into ongoing business value
Access more AI insights from Deloitte’s AI Institute

7 2024 WORKFLOW AUTOMATION OUTLOOK 8

 1 Tap the human element of AI
GenAI has caught everyone’s attention, and its success will likely be
highly dependent on the human capabilities to work with it.

Your stakeholders are watching (and waiting) for impact. Seventy-nine

percent of CEOs are looking to GenAI for increased efficiency and
more than 50 percent want its help with new data capture and more
growth opportunities.

GenAI isn’t a crash diet to slim workforces and cut costs. But as you pilot the
technology for growth, you’ll be presented with ways to reskill and redeploy your Key stakeholders to engage:
existing human capital.

So, as your stakeholders look to you to guide them on the impacts and opportunities Investors C-suite and
Board members
and analysts management
it presents—take this opportunity to be their trusted advisor and address their top
concerns with a focus on trust and transparency.

Employees Customers

Organizations want to see the transformative potential of generative AI—we’re excited

about the opportunities to ‘put AI to work’ for both efficiency and transformation. Still,
risk remains at the top of the board agenda, so we also are watching how it impacts the
threat landscape.”

Larry Quinlan, member of multiple boards,

including ServiceNow

9 2024 WORKFLOW AUTOMATION OUTLOOK How will you make AI work for their agendas? >>
 The moment for the GenAI revolution is here.
How will you meet it—and your stakeholders?
Investors and analysts C-suite and management Employees

Investors face a GenAI conundrum. Inaction has potential Most aren’t AI experts, but this moment calls for The big question is: What does this mean for me?
repercussions, and its important to forge the right path. quick immersion. They’re assessing the impact across Employees want to know if their job is secure and how an
They expect you’ll seize this moment to accelerate their value chain—from operating to delivering AI-enabled workforce can allow them to do the work they
growth aspirations. for customers, employees, and investors. They’re want to do.
also considering implications for pricing, talent
Build their confidence in your strategy. Show how Demonstrate how GenAI can make their job easier
procurement, M&A, ecosystem partners—and which
it stacks up against moves competitors are making. and more supportive by automating repetitive tasks
use cases will have the most impact for the lowest cost.
Point out where you’re tapping outside expertise and letting them focus on their most important work.
and show how you’re managing risks in your plan Rally the best thinking to help build the roadmap. Then, show employees how it can accelerate their
to get one step ahead. Cultivate a realistic view of where GenAI can career ambitions, including educational opportunities
drive efficiencies to help set expectations. to build new skills.
Examine the impacts on your growth strategy
and temper board fears with how you’ll govern
Board members
growth and tap humans to keep AI in check.
Customers
Board members want to buy into the GenAI hype. They
want assurances there is governance in place to prevent As businesses roll out GenAI strategies, customers may
unintended consequences—e.g., data risks, model bias, wonder how it will impact their own engagements. They’ll
and AI hallucinations—that could put the brand or likely want to understand how and where it can have the
investments at risk. greatest impact from end-to-end for their specific use cases.

Go beyond speculative visions to demonstrate Set the tone about the value GenAI adds to your
how seriously you’re taking this market moment. products and solutions—like sustainably better,
Explain how GenAI won’t be left unchecked and stronger, and faster delivery. Then, build confidence
show how you’re defining and navigating the in data security by getting appropriate consent and
changing landscape—particularly regulatory explaining how you’ll protect their data, all while
and competitive shifts. improving their overall consumer experience.

11 2024 WORKFLOW AUTOMATION OUTLOOK 12

 2 Invigorate your digital core
Today’s GenAI enthusiasm comes at a time when businesses are looking
to intentionally manage digital sprawl, not expand it. The key will
likely be in how you navigate and prioritize the modernization of your
technology infrastructure, systems, and tools.

While the ‘if it’s not broken, don’t fix it’ adage often prevails, there’s a
new mindset emerging—one that shifts from tech debt to tech wellness.

Just like human health care, preventative methods are becoming the norm. Key actions you can take today
Not only can we diagnose problems sooner, but we can help prevent them
Unify disparate technology Build an AI center of excellence
altogether. In business, proactive monitoring tied to risk management and Prepare for a future enabled by GenAI AI resources are limited, and
a natural cadence of operational upgrades isn’t just better for organization by taking an enterprise technology expensive. For some companies,
dynamics—it could result in long-term savings and value creation. view—one built to experiment at the it might make more sense to build
edge, but with a path to integrate a center of excellence (COE)—one
and scale. Connect back, middle, and designed to centralize expertise, work
front offices with a platform designed through priority use cases, and then
Modernize your ERP core to serve as a unifying layer across deploy across the enterprise in the
disparate technologies and drive most ethical, trusted, and technically
Your enterprise resource planning (ERP) system is action between them. sound way possible.
an organizational backbone. For companies going
on multiple cycles of upgrade deployments and See beyond disruption Optimize transformation value
Move beyond reactive problem It can be challenging to keep
still finding the value equation elusive—GenAI can
solving by leveraging source data large-scale projects on track, while
offer a better way. Renovate your ERP core with AI
from your ERP to manage issues mitigating risks and realizing the
capabilities built to optimize code, identify bugs and
before they become turbulent. A intended value. Deloitte’s Intelligent
diagnose technology debt at speed and scale. proactive approach to identifying Delivery Platform (IDP) offers a single
and solving problems will not only way to manage transformation
Take your ERP to the next level increase your competitiveness, but initiatives by standardizing the best
give your team time back to do more of what organizations already use,
important work. and optimizing the delivery of
personalized experiences.
13 2024 WORKFLOW AUTOMATION OUTLOOK
Uncover how. 14
 3 Protect data
with confidence
In this high-visibility moment, many of the topics stakeholders are
grappling with come down to one word: Trust.

Large language models (LLMs) and other types of GenAI are becoming
more proficient at processing and understanding data—and turning it
into human-like content. And there’s no single LLM or platform to rule
them all.

LLMs can also bring big physical and virtual risks combined with the potential added Key actions you can take today
threats employees can face while outside your organization’s secure environments.
Tap trusted information Enhance organizational reputation
Build a foundation of trust by Develop GenAI capabilities in a
So how will your organization rely on the right data to build trust and deliver value?
training your LLM on accurate data controlled and risk-managed way
How will you tap technology to create a security blanket for your entire organization?
and knowledge. Now is the time to that allows leaders to see
digitize processes and cleanse your opportunities, unlock business
To prepare for a bold future with GenAI, enterprises need approaches that are robust,
data to ensure your organization value, and build trust throughout
reliable, safe, and respectful of privacy.
has reliable information to set you the organization—all leading to an
up for success. enhanced organization reputation.

Lead the cybersecurity charge Stay ahead of adversaries Promote ethical use
It is not up to one role to improve technology and risk resiliency. Your ability to design for Prepare for an unknown regulatory
Organizations should tap into different expertise that secures resilience and create secure work climate by educating employees
environments is paramount. Tap on best practices in handling data,
each area of their risk portfolio. With cyber and strategic risk
technology and human intelligence ensuring privacy and security,
solutions from Deloitte, leverage a lattice network of support
services for the advanced threat and adhering to ethical guidelines.
with professional knowledge focused on defeating adversaries
detection needed to proactively This will not only help to safeguard
and delivering resiliency. monitor, spot, investigate, and sensitive information, but also
respond to cyberattacks. promote responsible and ethical use
of AI. Tap into the TrustworthyAI™
Defend the enterprise
framework to guide your journey.

15 2024 WORKFLOW AUTOMATION OUTLOOK 16

 4 Innovate in
your industry
Much of the early buzz around GenAI focused on consumer
use cases. But unlike consumers, enterprises have complex
and specific needs around security, customization, and ROI.

The earliest use cases that meet those criteria have been more general, like writing Health care
knowledge-based articles or summarizing chat logs. However, as the technology One of the most prominent challenges is With ConvergeCare, health care
advances, there’s significant opportunity for industry-specific use cases. freeing up time for patient care. Clinicians providers can:
struggle with chronic burnout and jobs that
• Automate task delegation based on
feel unsustainable. They’re bogged down
staff availability, roles, and proximity
We’re already seeing evolving results around: with unnecessary and low-value tasks that
take time away from patient care. • Support automated triaging and
allocation of medical equipment
Relieving clinician Resolving supply chain GenAI could reduce those administrative
burnout in health care disruption in manufacturing • Digitize paperwork and automate
burdens and eliminate repetitive
tasks. ConvergeCare from Deloitte and the transfer of information to the
ServiceNow already taps GenAI technology appropriate areas
Simplifying knowledge
to streamline clinical workflows.
management in education

Health care has a workforce that doesn’t seem to be growing at the same rate as the
demand requires. It’s taken us into an area where we really do need to start seeing
the efficiency gains of digital health.”

Adam Brand,
Gold Coast Hospital Medical Director
as shared in the Work Re-architected video series
17 2024 WORKFLOW AUTOMATION OUTLOOK 18
 Manufacturing Education
GenAI has applications across the Deloitte and ServiceNow are tapping Education leaders can feel their
entire value chain—and could help GenAI to solve this problem, with new institutions are falling behind when it
manufacturers unlock significant value capabilities that: comes to transformation. GenAI has the
from existing investments—from potential to help close gaps.
• Build custom LLMs
optimizing equipment use to increasing
For example, take knowledge
overall revenue opportunities. • Automate 20 to 30 percent more
management. Universities have a
requests from suppliers and
Take one of the most pressing challenges wide set of stakeholders with endless
logistics service providers
today: The supply chain. Manufacturers questions and requests: current
should confront every stage of the lifecycle, • Free up their team’s time for the students, prospective students, alumni,
most complex supply chain issues requirements. That’s why Deloitte built
while maintaining reputational excellence. faculty, staff, and donors.
institution-specific GenAI tools within
And while manufacturers’ supplier It’s hard to anticipate and create articles ServiceNow that can:
management teams are often bogged for all possible inquiries, leading to a
• Identify questions not covered by
down by day-to-day management, creating reliance on phone, email, or physical
the current knowledge base
enterprisewide, proactive solutions can lift ‘helpdesks’—which can be frustrating
organizations from just doing business to for users and hard to scale. • Develop draft articles for knowledge
expanding business. gaps using connected topics
GenAI tech could help, but many
tools don’t meet institutions’ • Provide editing and content ideas
privacy, compliance, or brand voice as experts refine the articles

GenAI has the power to transform the automotive industry, revolutionizing the way we GenAI has tremendous potential for higher education. Within two weeks after
design, manufacture, and experience mobility. As a founding member of the KI Park, one of our clients received early access to new capabilities in ServiceNow, we were
Deloitte works alongside industry leaders like Volkswagen and Schaeffler to harness able to show them how to make knowledge management faster and more efficient.
the power of AI—creating industry use cases that accelerate innovation and make bold It’s an exciting time, and we know clients are just scratching the surface of
moves towards a stronger future.“ what’s possible.”

Steffen Legler, Sam Herring,

KI Park board member, Deloitte Germany & Senior Engineering Lead, Deloitte
Central Europe Ecosystems & Alliances Leader

19 2024 WORKFLOW AUTOMATION OUTLOOK 20

 5 Unlock value from next
generation of managed services
Challenging market conditions and siloed operations across enterprise
functions are causing a lack of agility and loss of productivity for organizations.
With the help of next-generation managed services, they are handling
ongoing operations while assessing how GenAI and other technologies
can offer a competitive edge and accelerate their transformation agenda.

Organizations want to simplify their technical footprint and extend the value of their How to gain a competitive edge today
investments, moving from a focus on simple task completion and cost reduction to
Organizations are looking to professional services providers like Deloitte to embed the
outcome-oriented, innovation-driven engagements. And enterprises are unlocking
right mix of critical skills, industry experience, and proactive knowledge of emerging
new value from the strategic technology enhancements and ongoing advisory and
trends and risks into the heart of business operations.
analytics they receive as part of this next generation of managed services.
With Deloitte’s managed services—known as Operate—customers can more easily
manage ongoing operational and technology needs through strategic enhancements
Here are a few services companies are successfully outsourcing:
to technology applications, cloud, and infrastructure, while also accessing ongoing
advisory, data, and analytics services. Combining ServiceNow’s GenAI capabilities with
Operations + IT + Digital
Deloitte Operate services enables organizations to realize more efficiencies and advance
Strategically manage and enhance technology applications and leverage
their business transformation agendas.
advanced AI tools for ongoing operational analysis and insights to drive
long-term value.
Deloitte’s commitment to enhance their service offerings with ServiceNow’s Now Assist
Cyber + Risk generative AI capabilities demonstrates its market-leading innovation on behalf of customers
Enhance your security with market-leading threat hunting, detection, around the world. This kind of co-development creates a fly-wheel effect for businesses—
response, and remediation capabilities. more use cases drive more workflow automation. Together, ServiceNow and Deloitte can
deliver superior digital transformation to help customers in every industry improve
Supply Chain their business.”
Achieve end-to-end supply network resiliency through enhanced
intelligence, monitoring, and management of supply chain operations. Bill McDermott,
Chairman and CEO, ServiceNow
As shared in the Deloitte and ServiceNow Now Assist Press Release
21 2024 WORKFLOW AUTOMATION OUTLOOK 22
 The energy around GenAI is See how these trends
undeniable, but the value can drive value for you
isn’t guaranteed. manag
ement Value
deli
ver
st y
Co
It’s going to take vision and work to realize the potential—and its
value may come in waves. Those who rise to the moment can set ty Pr
ili

od
na
themselves and their business apart.

uc
ai

t
st

ivi
Su

ty
To unlock the business of value of GenAI, organizations are going
to need to do a lot of things right. They need the right strategy.

Ser
They need to execute it. And, they need an ability to manage the

vice
new landscape with operating models that can turn expected

GenAI

management
benefits into real change.
Enterprise
The trends and topics covered in this outlook each play a role in value

creating sustainable, long-term value across the enterprise, as

shown in this value map.

Stak
eho

k
Ris
lde
REVENUE GROWTH: OPERATING MARGIN:

rs
Acquire and retain customers, Manage expenses, costs,
and strengthen pricing. and taxes.

Op s
er t rie
at
e dus
In
ASSET EFFICIENCY: EXPECTATIONS:
ERP c
Optimize equipment and Improve governance, ore modernization

inventory, and manage sustainability, and management

payables/receivables. of other external factors.

23 2024 WORKFLOW AUTOMATION TRENDS REPORT 24

Get in touch today
Let Deloitte and ServiceNow help you
unlock business value.

Asish Ramchandran Kevin Corcoran

Global Chief Commercial Officer Partner, North, Central and South
ServiceNow Alliance America ServiceNow Alliance leader
Deloitte Consulting LLP Deloitte Consulting LLP
[email protected] [email protected]

Steve Winsor Sean Pepper

Partner, Canada ServiceNow Partner, Europe, Middle East and
Alliance leader Africa ServiceNow Alliance Co-leader
Deloitte Canada Deloitte MCS Limited
[email protected] [email protected]

Jochen Fauser Matt Dalton

Partner, Europe, Middle East and Partner, Asia Pacific and Japan
Africa ServiceNow Alliance Co-leader ServiceNow Alliance leader
Deloitte Consulting GmbH Deloitte New Zealand
[email protected] [email protected]

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