Getting Into the Flow: How Companies Use AI to Build High-Performing Business Processes
Geschäftsmodelle; Zukunftsbereit/Zukunftspfade; Informationstechnologien; Automatisierung; Daten, KI und Analytik
Powerful business processes are at the core of the future-ready company, and a requirement for automation at scale. AI offers fundamentally new opportunities for the design, execution, and management of processes to achieve excellence in both operations and customer experience. The future-ready company will use AI agents to analyze massive amounts of real-time data, including digital trace data; to evaluate processes; to predict customer experience by linking process patterns to customer data; and to recommend next-best actions, taking into account a wealth of factors such as the current economic situation and the company’s performance.
In this study, we will examine how high-performing companies take process knowledge to the next level with AI. We will analyze the opportunities and challenges of using AI in processes and develop a framework depicting how organizations systematically build future-ready AI-enabled processes.
This study will rely on interviews and a series of qualitative case vignettes on three companies that are successfully applying AI to improve business processes.
We will focus on the following research questions:
- How are companies using AI o manage processes in new ways (linking operational efficiency and customer experience)?
- What practices are companies developing for organizational learning from AI in process management?
- How are companies capturing and analyzing digital trace data to link operational efficiency and customer experience in business process performance?
Research Team
Dr. Ina Sebastian,Research Scientist
Ina studies how large enterprises transform for success in the digital economy. Her current research areas are digital partnering—including strategies to grow with digital partners and partnering strength—and value creation and value capture in digital models.
Dr. Thomas Haskamp,Assistant Professor
Thomas is an assistant professor at the European Research Center for Information Systems (ERCIS) at the University of Muenster, a postdoctoral research associate at the Chair for Design Thinking and Innovation at the Hasso Plattner Institute, and an MIT CISR academic research fellow. Thomas's research is primarily focused on unraveling the dynamics of digital innovation across various contexts, including start-ups and traditional industrial firms.
Prof. Dr. Jan vom BrockeFull Professor
Jan ist Inhaber des Lehrstuhls für Wirtschaftsinformatik und Geschäftsprozessmanagement an der Universität Münster, Direktor des European Research Center for Information Systems (ERCIS) und MIT CISR Academic Research Fellow. Seine Forschung konzentriert sich auf verschiedene Aspekte der digitalen Innovation und Transformation sowie auf das Management der Zusammenarbeit in einer digitalen Welt.
Dr. Stephanie Woerner,Director and Principal Research Scientist
Stephanie’s work focuses on how enterprises use technology and data to create more effective business models and how they manage the associated organizational change. She has a passion for measuring hard-to-assess digital factors and linking them to firm performance.