Please note this article was published before OEE Consulting and gobeyond joined forces to become Gobeyond Partners.

Service Excellence Network members recently visited AXA, the number 1 global insurance brand, to hear about the steps they have taken to implement robotic process automation.

With 107 million customers worldwide, AXA has been transforming their business to meet customers’ changing needs.

Transformation Director (CLI) Tim Yorke and Head of CLI Operations Practices Patrick Nickolls discussed their platform for change, experience of updating legacy systems and use of resource calculators to support better workflow and processing.

We were also joined by Gerald Pullen, the Head of RPA Centre of Excellence at Lloyds Banking Group, who shared a case study on their progress. From discovery of where robotic process automation could deliver most value to control room management and driving in-house capabilities, Gerald shared insightful feedback from his experience.

Simon Bartlett, Management Consultant – Technology at OEE Consulting, shared best practice tips drawn from our experience supporting robotic process automation across the service sector.

Topics for group discussion included how to create an impetus for change in a high-performing organisation, whilst the afternoon exercise allowed delegates to experience programming a robot first-hand.

The Service Excellence Network meets quarterly at service sector businesses around the UK to share insight on improving operations and enhancing customer experience. Our next event will take place on 14^th September with the Continuous Improvement team at the Intellectual Property Office in Newport.