Enterprise Automation : The New Strategic Differentiator - with Richard Davies
Enterprise automation is rapidly becoming one of the most important strategic capabilities for modern organisations. It is no longer just about scripting tasks or deploying a few bots – it is about redesigning how work happens, how change is delivered, and how technology, people and processes come together to create differentiation.
Beyond bots: automation as a board-level priority
In this episode of “Enterprise Tech Talk,” host Saumitra Kalikar speaks with Richard Davies (APAC CTO, OutSystems) about why automation now belongs in executive and boardroom conversations. Richard explains that when automation is treated as part of the operating model – not a side project – it can transform customer experience, operational resilience, compliance and employee engagement.
Rather than scattering disconnected pilots, leading organisations are aligning people, process and platforms so that automation is embedded into how outcomes are delivered. This shift turns automation into a repeatable capability that can be applied across journeys and functions, not just in isolated pockets.
From scripts and macros to enterprise platforms
Saumitra and Richard contrast the old world of scripts, macros and task‑level bots with today’s enterprise automation platforms. Modern low‑code and workflow platforms allow business and IT teams to co‑create solutions, orchestrate data and AI, and continuously iterate at scale.
This platform approach matters because the real value emerges when automation spans systems, teams and channels, rather than sitting on top of a single application. By standardising on shared platforms and components, organisations can move faster while maintaining security, governance and quality.
Cutting through the AI and RPA hype
The conversation also tackles the hype around “just add AI” or bot‑only strategies. Richard notes that chasing bots purely for cost‑cutting often leads to fragile solutions that fail to scale or deliver sustainable value.
The most impactful initiatives start by redesigning end‑to‑end processes, instrumenting them with the right data, and then applying AI and automation where they genuinely improve decisions or experiences. Success depends on clear ownership, guardrails and observable outcomes, not on the number of bots deployed.
Where enterprise automation creates real value
Throughout the episode, several value levers and patterns emerge:
Removing friction from customer journeys, such as onboarding, service requests or claims.
Automating compliance and control steps so they are “built in” rather than bolted on.
Improving data quality at source by streamlining how information is captured and validated.
Eliminating swivel‑chair work and freeing people to focus on complex, judgment‑heavy activities.
The message is clear: start from business outcomes and critical journeys, then work backwards to the workflows, integrations, data and AI needed to support them.
Building the operating model, not just the tech
A recurring theme is that enterprise automation must be supported by an intentional operating model. Richard and Saumitra discuss the importance of cross‑functional teams, product‑like ownership, standards and lifecycle management.
Organisations that scale successfully invest in reusable components, communities of practice and clear governance so that more people can safely participate in automation. They also focus on skills: upskilling existing teams, enabling citizen developers within guardrails, and building new capabilities around workflow design, process optimisation and AI.
What leaders should do next
For CIOs, COOs and business executives, the episode lays out several practical actions:
Craft an enterprise automation vision that ties directly to strategic goals and customer journeys.
Prioritise a small number of high‑impact end‑to‑end use cases to prove value and build momentum.
Standardise on platforms that can orchestrate workflows, integrations and AI securely and at scale.
Measure outcomes in terms of customer impact, speed, risk reduction and employee experience, not just cost.
Invest deliberately in skills, governance and operating disciplines so automation becomes a durable capability.
Richard and Saumitra frame this as a race: organisations that industrialise automation now will separate themselves in speed, resilience and experience over the next few years.
Watch the full conversation
If you are responsible for technology, operations or transformation, this episode is a valuable guide to moving beyond bots and pilots toward automation as a true strategic differentiator. Saumitra Kalikar’s conversation with Richard Davies brings together practical insights from the field with a clear vision of where enterprise automation is heading in the AI era.
Watch the full episode “Enterprise Automation – The New Strategic Differentiator” to dive deeper into the examples, patterns and leadership moves discussed in the conversation.