Executive Perspectives: Transforming Customer Experience through the Power of Artificial Intelligence

Tara Nielsen

Tara Nielsen

BGRS Senior Vice President of Global Operational Support

In her role as BGRS’s Senior Vice President of Global Operational Support, Tara Nielsen is responsible for the overall performance and effectiveness of BGRS’s global operations. With 20 years in the mobility industry, Tara brings a deep perspective on how technology innovations are driving a new customer experience and has been at the forefront of BGRS’s introduction of RPA into our business.

Talent mobility today is at an exciting crossroads. As expanding global footprints and diversifying employee bases converge with steadily increasing talent pressures, companies are re-evaluating the role of employee mobility and focusing on delivery of personalized information and support on demand. Opportunities presented by flexible benefits delivery, technology innovations and new program design approaches are contributing to mobility’s role as a strategic partner to the business. But, as human resources and mobility leaders navigate this increasingly complex environment, they face a critical challenge: how to optimize their roles’ focus and free up time for strategic initiatives and partnerships that will support the business to most optimally deploy their talent.

Robotic process automation (RPA), a specific subset of Artificial Intelligence (AI), is bringing dramatic efficiencies to business processes execution and is increasingly being adopted by companies worldwide, including many in every sector of our global client base. At its most basic, RPA enables the automation of critical, but repetitive, manual tasks, relieving company employees of labor-intensive work and freeing them to focus on higher value activities. It also holds a unique promise for talent mobility as one of the important elements in transforming the mobile employee experience.

BGRS’s vision, by your side, looking ahead®, reflects our commitment to an outstanding customer experience.

Constantly enhancing the customer experience is a vision we share with our clients. It involves continually re-imagining how we deliver our services, providing options for both digital and mobility consultant guided approaches and designing solutions tailored to the unique needs of each mobile employee. With a global client base of enterprise level global organizations in every industry sector, 63,000 relocations annually in over 140 countries and a wide-ranging diversity of client policies under management, we saw the vast opportunities offered by process automation. We needed a technology solution that would provide unquestionable accuracy and 24/7 processing capability for millions of data points across multiple databases and functional areas. The overall objective was to support workflow realignment and free mobility consultants to focus on guiding and navigating the employee and providing a flexible experience, utilizing guided and self-serve support options aligned with the client’s policy suite. Consequently, RPA was one of the first steps on our journey to implement AI into our customer experience delivery process. We partnered with UI Path, a leading RPA consultancy working with 50% of the top 50 Fortune 500 companies, to serve as our consultancy partner in the overall program design.

Concurrent with our introduction of RPA, we established a Center of Excellence to focus on process optimization and intelligent automation throughout the organization, consolidating expertise, ownership and driving consistency and higher performance. This enabled us to keep a tight line of sight of business impacts and support an agile learning experience.

Intelligent automation frees BGRS’s mobility consultants to focus on the meaningful moments along the mobility journey and deliver a truly exceptional customer experience.

Initially, we successfully implemented RPA in a pilot program with a key client, designed to reduce processing cycle times and improve accuracy in the mobile employee expense management service delivery. The results were overwhelmingly positive, including overall cycle time reduction from days to hours and specific tasks from minutes to seconds, for example. We realized gains in accuracy, response times and strengthened compliance. We are rapidly progressing with integration of RPA across our client base and into other areas of our mobility solution, such as the broker selection for example, where the essential – but time consuming – aspects of compiling broker lists have been automated. The implementation of intelligent automation in this scenario accelerated the delivery of the information to the customer by 50% allowing the mobility consultants to spend more time guiding the mobile employees.

We see tremendous potential to anticipate the needs of our customers and clients, and respond rapidly, and in a format which best meets their evolving needs. Further examples of AI-driven applications in development are tools determining the probability of an employee’s success during and after an assignment. Another is the general application of sentiment analysis to allow us better understand and measure a mobile employee’s engagement level throughout the lifecycle of the mobility experience. By having these insights we can assist our clients with respect to performance management, assignment success, and proactively mitigating attrition risk. We are focused on harnessing both technology and our employees’ capacity to deliver support to our clients and customers in ways which were unimaginable in the past.