Latest news with #CustomerZero
Forbes
03-07-2025
- Business
- Forbes
Why CEOs Really Do Need To Be Customer Zero
Dennis Kozak is the Chief Executive Officer at Ivanti, responsible for the company's overall strategic direction and growth. A colleague once brilliantly suggested staying in your own guestroom for a night to see what your guests really experience. After all, a nice mattress gets overshadowed quickly if car headlights keep waking you up—and you wouldn't know that if you didn't sleep there. Being Customer Zero is the equivalent of sleeping in your guest room every night. My first week as CEO, I didn't need to get briefed on our products because I lived in them. I insisted our IT team set me up with the same experience our customers have—not a special executive version, not a sanitized demo, but the real thing. That decision revealed more about our business than a hundred PowerPoint presentations ever could. But too many tech leaders remain disconnected from the day-to-day reality of using their own solutions. They see polished demos and curated metrics but miss the friction points that frustrate actual users. CEOs as Customer Zero is not a marketing stunt. It's not a charming talking point. It's a necessity for effective leadership and operations. Establishing A Real Ownership Mentality Throughout my career, I've distinguished between what I call owner mentality versus renter mentality. Renters make decisions based on short-term convenience. Owners invest in understanding every aspect of their property because they're committed to its long-term value. Customer Zero cultivates this ownership mentality throughout the organization. When your marketing team struggles with the same UX issues your customers face, those "minor bugs" suddenly become urgent priorities. When your sales team relies on your security solutions to protect sensitive deals, product promises transform into personal commitments. What Being Customer Zero Looks Like In Practice At my company, we put this approach to the test during extraordinary circumstances. When we rapidly grew to 3,200 employees through several strategic acquisitions, we faced exactly the kind of challenges our customers deal with: We remotely managed and provisioned around 3,000 devices globally while deprovisioning approximately 2,000 devices—all during peak pandemic disruption. Our team generated over 22,000 tickets on our platform, with automatic resolution and self-help functionality reclaiming substantial bandwidth for our IT support team. We implemented our own DevSecOps processes, scanning our code for vulnerabilities and prioritizing critical security issues—the same workflow we recommend to customers. The results weren't always comfortable, but they were invaluable. Our teams delivered unfiltered, candid feedback about functionality and user experience. We made changes accordingly, often discovering issues no focus group would have uncovered. How Being Customer Zero Drives Transformation Being Customer Zero drives three critical transformations: Like many of our customers, our company has on-premises products moving to the cloud. By experiencing this migration firsthand, we get immediate feedback on gaps between these environments. When you acquire different solutions with varying technology stacks, integration becomes critical. Our Customer Zero program evaluates these integrations through day-to-day use, testing both single-pane-of-glass management and API functionality. Nothing builds credibility like saying, "We rely on this so heavily that our business would collapse without it." Customer Zero creates authentic conviction in both sales teams and customers. How To Become Customer Zero For Your Own Company If you're considering implementing your own Customer Zero initiative, start with these practical approaches: • Champion universal adoption at the executive level. • Create formal feedback channels between internal users and development. • Measure and track internal usage metrics as seriously as customer metrics. • Document both successes and pain points for transparent customer conversations. • Prioritize internal user experience issues in your development backlogs. The most crucial element? Commitment to authenticity. If your team discovers limitations, fix them before expecting customers to adapt around them. Checking Your Ego At The Door Let's be honest: Becoming Customer Zero can be humbling. Maybe really humbling. You'll discover rough edges in your products. You'll experience frustrations your customers have silently endured. You might even question past decisions about product priorities. That discomfort is exactly the point. It forces your organization to confront reality rather than marketing aspirations. To make it work, you have to check your ego at the door. This approach has transformed how we innovate. Our teams now operate at the leading edge—managing complex IT data while leveraging AI and automation capabilities because our own business depends on them working flawlessly. Every executive should regularly ask: Would I bet my business on my own product today? If the answer makes you hem and haw even a little bit, you've identified your most pressing priority. The greatest gift you can give customers isn't another feature—it's the confidence that comes from knowing you trust your solutions enough to build your own success upon them. Forbes Business Council is the foremost growth and networking organization for business owners and leaders. Do I qualify?
Techday NZ
26-06-2025
- Business
- Techday NZ
UiPath modernises ERP with Deloitte using agentic automation
UiPath has overhauled its enterprise resource planning (ERP) system through a strategic collaboration with Deloitte, resulting in a significant migration to SAP S/4HANA supported by agentic automation technologies. The project, named "Customer Zero", was designed to address the operational challenges that UiPath faced amid rapid business growth and increasing global complexity. The company identified issues stemming from fragmented systems, burdensome manual billing cycles, delayed revenue recognition, and intricate multi-GAAP reporting processes, all of which were hampering speed and scalability. Automation-first methodology UiPath adopted what it describes as an automation-first approach for its SAP S/4HANA migration. Unlike standard ERP deployments, the initiative integrated UiPath's own automation platform - including robotic process automation (RPA), intelligent document processing (IDP), UiPath Apps, and AI-driven orchestration - into the ERP transformation process. This strategy enabled the streamlining of SAP data migration, enhancement of system integrations, and removal of manual bottlenecks throughout core finance operations. The automation-led methodology became a central element in establishing a more efficient and resilient ERP environment. Operational outcomes The company reported a series of operational outcomes and performance metrics following the implementation: Over 200 automations delivered by the UiPath centre of excellence across key business processes. More than 85% of vital finance workflows are now managed by unattended automations, converting manual billing, revenue recognition, and account reconciliation into automated tasks. A clean core rate of 93% was achieved, surpassing the industry benchmark of 80% and minimising technical debt for future system upgrades. 60% of test cases automated, reducing the strain on business users and speeding up deployment times. Project delivery accelerated by 10% through the use of automation in testing, validation, and integration procedures. Jerry Hoberman, U.S. SAP Offering Leader at Deloitte, commented on the importance of agentic automation in ERP transformations: Agentic capabilities are essential to deliver automation-driven ERP outcomes. Building on Deloitte and UiPath's commitment to deliver Intelligent Automation solutions for our joint clients, together, we can help organisations unlock transformative business value as they move to SAP S/4HANA and RISE. Reflecting on the collaboration, Hitesh Ramani, Chief Accounting Officer and Deputy CFO of UiPath, described the transformation's impact: Our work with Deloitte demonstrates that automation isn't just an enabler—it's a catalyst for enterprise reinvention. With SAP S/4HANA and our agentic automation platform working hand-in-hand, we've dramatically improved the efficiency, scalability, and resilience of our finance operations. Agentic ERP and future automation UiPath's next step involves preparing for what it calls "agentic ERP". The aim is to empower AI agents - supported by the UiPath Platform and the newly introduced UiPath Maestro - to manage complex enterprise workflows, orchestrate decision-making across SAP and other systems, and call on human input only when necessary. This marks a shift towards automation systems acting as partners in business decisions rather than simply tools for task automation. Through agentic ERP, UiPath anticipates autonomous handling of routine decisions and exceptions, streamlined coordination between artificial intelligence, robots, and human stakeholders, and a foundation for continuous process innovation and adaptability. Mihai Faur, CIO of UiPath, described this evolution as significant for the wider market: Agentic ERP is not just a vision - it's the logical next step in the evolution of enterprise systems. Our Customer Zero journey demonstrates how organisations can future-proof their operations by embedding intelligent, agentic automation into every fabric of their ERP landscape. The Customer Zero project is positioned as a model for organisations looking to move beyond conventional ERP modernisation tactics. By placing agentic automation at the centre of the transformation programme, UiPath and Deloitte highlight a pathway to faster, more intelligent, and less disruptive ERP modernisation.
Business Wire
25-06-2025
- Business
- Business Wire
UiPath and Deloitte Redefine ERP Modernization with Agentic Automation Migration to SAP S/4HANA
NEW YORK--(BUSINESS WIRE)--UiPath (NYSE: PATH), a global leader in agentic automation, today announced a landmark transformation of its own enterprise resource planning (ERP) system through a strategic collaboration with Deloitte, a global leader in SAP business transformation. This internal initiative branded 'Customer Zero,' positions UiPath at the forefront of ERP modernization and showcases how intelligent, agentic automation accelerates operational efficiency, reduces manual complexity, and enables business results at scale. Amid rapid business growth and increasing global demands, UiPath identified the critical need for a next-generation ERP platform that could adapt to increasing complexity and global demands. The company faced mounting challenges, including fragmented systems, arduous manual billing cycles, and complex multi-GAAP reporting processes, all of which limited speed and scalability. An Automation First Approach to ERP Transformation To address this challenge, UiPath launched Customer Zero—a bold, automation-first blueprint for SAP S/4HANA migration. Unlike traditional ERP deployments, this initiative embedded the industry-leading UiPath Platform™ for agentic automation—including robotic process automation (RPA), intelligent document processing (IDP), UiPath Apps, and AI-powered orchestration—to create an intelligent, seamless transformation. This unique approach allowed UiPath to streamline SAP data migration, improve system integrations, and eliminate manual bottlenecks across core finance operations, forming the foundation of a strategic automation toolkit. Breakthrough Outcomes and Industry-Leading Metrics The results of the UiPath automation-led ERP transformation are remarkable: 200+ automations delivered across core processes by the UiPath center of excellence (CoE). 85%+ of critical finance workflows are now executed by unattended automations transforming billing, revenue recognition, and account reconciliation from manual input to automated processes. 93% clean core achieved, exceeding the industry benchmark of 80%, minimizing technical debt and enabling agile upgrades. 60% of test cases automated, drastically reducing business user fatigue and accelerating time to deployment. 10% acceleration in project delivery, demonstrating real-world efficiency gains from automation-enabled velocity in testing, validation, and integration. 'Agentic capabilities are essential to deliver automation-driven ERP outcomes,' said Jerry Hoberman, U.S. SAP Offering Leader, Deloitte. 'Building on Deloitte and UiPath's commitment to deliver Intelligent Automation solutions for our joint clients, together, we can help organizations unlock transformative business value as they move to SAP S/4HANA and RISE.' 'Our work with Deloitte demonstrates that automation isn't just an enabler—it's a catalyst for enterprise reinvention,' said Hitesh Ramani, Chief Accounting Officer and Deputy CFO of UiPath. 'With SAP S/4HANA and our agentic automation platform working hand-in-hand, we've dramatically improved the efficiency, scalability, and resilience of our finance operations.' Paving the Way for Agentic ERP and AI-Driven Decision Making Now, UiPath is preparing for the next evolution: agentic ERP. With the UiPath Platform for agentic automation at its core, this future-state architecture will empower AI agents to autonomously manage complex enterprise workflows, orchestrate decisions across SAP and non-SAP systems, and engage humans only when needed. This agentic architecture, powered by UiPath Maestro, marks a shift from automation as a tool to automation as a co-pilot in decision-making. Agentic ERP promises to deliver: Autonomous handling of routine decisions and exceptions. Seamless coordination between AI, robots, and humans. A scalable foundation for continuous process innovation and agility. 'Agentic ERP is not just a vision—it's the logical next step in the evolution of enterprise systems,' said Mihai Faur, CIO of UiPath. 'Our Customer Zero journey demonstrates how organizations can future-proof their operations by embedding intelligent, agentic automation into every fabric of their ERP landscape.' A Model for the Market The UiPath Customer Zero transformation offers a proof point for any enterprise seeking to move beyond traditional ERP modernization. By placing agentic automation at the center of its ERP program, UiPath and Deloitte have redefined how organizations can modernize with speed, intelligence, and minimal disruption. To read more about the UiPath Customer Zero ERP transformation, visit here. About UiPath UiPath (NYSE: PATH) is a global leader in agentic automation, empowering enterprises to harness the full potential of AI agents to autonomously execute and optimize complex business processes. The UiPath Platform™ uniquely combines controlled agency, developer flexibility, and seamless integration to help organizations scale agentic automation safely and confidently. Committed to security, governance, and interoperability, UiPath supports enterprises as they transition into a future where automation delivers on the full potential of AI to transform industries. For more information, visit
