Podcast #44 - Automation Center of Excellence - why and how to build one?

Transforming Customer Operations with AI Arek Skuza

The foundation of the Center for Excellence is the automation governance model, which provides a framework for decision-making, enables standardization and consistency of approach, and facilitates communication across stakeholders. The COE is in charge of setting the organization's overall strategy and direction for automation. This entails formulating a comprehensive architecture that meets the company's needs while also establishing procedures and standards to ensure that automation is implemented correctly and consistently. The COE also oversees the operations of the automation center, which includes organizing resources (tools, people, processes).