From Process Map to AI Roadmap:

How transformation leaders make smarter automation decisions

Broadcast: 22 September 2026

Artificial intelligence is creating new opportunities to improve services, increase efficiency and deliver better experiences. But one of the biggest challenges facing transformation leaders isn’t deciding what to automate. It’s deciding what not to automate.

In this PEX Network session, Craig Willis, Head of Process Improvement Solutions at Netcall, was joined by James Rawlinson, Director of Health Informatics at The Rotherham NHS Foundation Trust, to explore how organisations can make better decisions about AI, automation and process transformation.

The discussion focused on the importance of process excellence as the foundation for any successful AI strategy. Rather than applying AI to every challenge, the speakers shared how organisations can identify high-value opportunities, avoid unnecessary complexity and focus investment where it will deliver the greatest impact.

James also shared a real-world NHS transformation story, providing practical insights into how The Rotherham NHS Foundation Trust improved patient engagement and contact centre performance through AI-powered self-service, intelligent routing, automated appointment management and multilingual support.

Speakers

Craig Willis

Head of Process Improvement Solutions

Netcall

James Rawlinson

Director of Health Informatics

The Rotherham NHS Foundation Trust

Key takeaways from the session:

  1. How to assess which processes are best suited to automation, augmentation or human intervention
  2. Why understanding and optimising processes is essential before introducing AI
  3. How process excellence helps create a clear and actionable AI roadmap
  4. Ways to identify high-value use cases while reducing risk, cost and complexity
  5. Practical lessons from a successful NHS transformation programme

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Useful information

Do's and Dont's of Flowcharts for Process Management

Do’s and Dont’s of Flowcharts for Process Management

Flowcharts are useful for visualising processes, but they have limitations for business process management. Consistent standardisation is vital for clarity. While they’re excellent for quick representation, they lack detailed roles and information. Tools like Spark address these shortcomings with features for roles, data, sub-processes, and standardised notation, enhancing process management and improvement.

Alternatives to Nintex Promapp

Alternatives to Nintex Promapp

Nintex Promapp simplifies process mapping for non-experts but faces challenges with swim lanes, hidden steps, and a non-intuitive interface. Alternatives like Visio and Lucidchart also have limitations. Spark offers clarity, ease, and streamlined processes, ensuring everyone can understand and improve workflows without expert knowledge.

How Long Does It Take You To Understand What To Do In a Process?

How Long Does It Take You To Understand What To Do In a Process?

Even if you’ve been doing your job for years, there will always be parts of it that are complicated. All businesses have processes, policies and procedures to check  – making sure they are easy to understand and quick to check seems obvious but we find so many organisations struggle to make this a reality.