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Drive Value from GenAI—and Beyond

Deloitte and ServiceNow's 2024 Workflow Automation Outlook charts the path to maximising tech investments in a transformative era.

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Building a foundation for what’s next

Deloitte and ServiceNow identified five workflow automation trends and a roadmap to navigate rapid change in 2023.

Then, GenAI unleashed new innovations faster than we ever could have imagined. In 2024, you must make the right GenAI moves to avoid the hype—and discern what drives value and what’s just noise.

By staying ahead of these five trends, you can propel your business into the future:

  • Tap the human element of AI to win stakeholder trust and support
  • Invigorate your digital core to modernise your infrastructure, systems and tools
  • Protect data with confidence and lead the cybersecurity charge 
  • Innovate in your industry to solve tough challenges 
  • Unlock value from the next generation of managed services to translate tech into ongoing business value

Move from GenAI vision to business value

Each trend covered in this outlook plays a role in creating sustainable, long-term value for companies. The value map shows the value being driven by each of the 2023 and 2024 trends across the enterprise across four dimensions: revenue growth, operating margin, asset efficiency and expectations.

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Get in touch

Frédéric Verheyen

Digital Alliances Leader

Frédéric leads the Deloitte Digital Practice in Belgium. Deloitte Digital supports clients from digital strategy and experience missions, to deployment of digital customer, commerce and content platforms leveraging technologies such as Salesforce, Hybris and Adobe. With 21 years of experience, Frédéric has a successful track record in assisting clients with digital transformations across different industries. His areas of expertise include business, digital and CRM transformations, with technologies such as Salesforce.com, SAP or Oracle.

Mathieu Lambert

Director, AI & Data

Mathieu is a director in Deloitte’s AI & Data practice who leads the AI Insight offering, which covers a range of services from traditional business intelligence to complex analytics use cases using advanced machine learning models. Having worked in the financial sector, Mathieu is still active in the field through data and AI transformation programmes. He is convinced that AI can augment human ability and efficiency, and that is essential for every company in every industry. He is committed to developing ethical and trustworthy AI solutions. Mathieu has an entrepreneurial mindset and is passionate about building relationships and driving large teams to deliver the best performance by empowering the team members in their responsibilities. He also strives to ensure companies remain resilient by anticipating the future needs of our clients. Mathieu has led major transformation programmes in different areas, such as digital and data transformations of operations centres and AI solution implementations.

The GenAI revolution is here

It’s time to step boldly into the new era of AI. We've identified five trends shaping the future of business.

Tap the human element of AI

Highlight the human capabilities that make GenAI work to rally the following stakeholders behind your strategy.

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Invigorate your digital core

Shift from a tech debt to a tech wellness mindset to scale while avoiding tech sprawl.

Find out more

Protect data with confidence

Manage risk and defend privacy to build a reliable, transparent GenAI approach that elevates trust.

Find out more

Innovate in your industry

Address complex and unique enterprise use cases. Here are three examples of where we’re seeing GenAI make its mark.

Find out more

Unlock the next-generation of managed services

Handle ongoing operations and assess how GenAI can fuel transformation. Here are a few services companies are successfully outsourcing with Deloitte’s Operate:

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Discover how Deloitte + ServiceNow are putting GenAI to work to tackle complex industry challenges

Relieving clinician burnout in healthcare

Freeing up time for patient care is a prominent challenge. Clinicians struggle with a heavy administrative burden, leading to chronic burnout.

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Resolving supply chain disruption in manufacturing

Recent years have shined a spotlight on the far-reaching fallout of the supply chain slowdown. Now, manufacturers must confront every stage of the supply lifecycle.

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Simplifying knowledge management in education

Education leaders want to deliver better service to stakeholders. But it's hard to create knowledge management articles for all possible enquires, leading to cumbersome support processes.

Find out more

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Learn how Deloitte & ServiceNow help organisations unlock business value by charting a path to maximise your tech investments.

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“Don’t risk missing the bigger picture with a singular focus on GenAI. Most good business strategies are tied to diversification and mastering the fundamentals—and now more than ever, organisations should look to deliver enterprise wide wins to support revenue growth while managing operating margins.”

Asish Ramchandran, Chief Commercial Officer, ServiceNow Alliance, Deloitte Global

More to explore component

Work Re-Architected

In this series, we catch up with Deloitte, ServiceNow and industry leaders to discuss the latest trends affecting businesses globally and how these organisations are making an impact that matters. This, is Work Re-architected.
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