#538 Process Intelligence & AI: Liam O’Neil on Building Smarter, Scalable Organizations

In this episode, we sit down with Liam O’Neil, Managing Director at BPMD, to explore how modern organizations can use process intelligence, AI, and change design to build scalable, resilient systems. We go deep into process mining, task mining, the future of process teams, breaking organizational silos, and how AI is reshaping enterprise transformation. Whether you’re a CTO, operator, or founder, this episode demystifies what “process” really means in the AI era — and why it’s more strategic than ever. ⸻ 👤 About Liam O’Neil Liam O’Neil is the Managing Director of BPMD, helping companies transform how they operate through process intelligence, workflow design, automation, and AI-driven change. He has led transformation programs across industries, guiding teams through ERP shifts, hyperautomation, and data-driven operational design. ⸻ 🔑 Key Takeaways • Why process ≠ bureaucracy — and how to reframe it • Moving from siloed teams to connected “change maker functions” • Process mining vs task mining (and when to use each) • AI’s role in accelerating process intelligence & automation • Why CTOs must partner with process functions to drive value • How to spot early signs of underperforming transformation programs • Where process teams sit in modern org structures • Innovation vs stability — and when not to automate • Using upstream fixes to unlock downstream efficiency • The real reason RPA stalled — and what AI does differently ⸻ 🎧 What You’ll Learn • The evolution of process work in the AI age • Real-world examples of process intelligence saving time & cost • How to structure process teams for speed, not bureaucracy • Tools and frameworks shaping enterprise workflow (Signavio, Celonis, SAP, etc.) • How generative & agentic AI is changing execution and adoption • Why culture, communication, and accountability still matter most ⸻ 🕒 Episode Highlights Timestamp Topic 00:00 Welcome & guest intro 01:20 Liam’s journey into process & automation 03:10 Why smart teams get stuck in silos 04:50 Fixing upstream issues to remove downstream pain 06:10 Why process has a “bureaucracy problem” 09:00 How modern process teams look today 11:50 Process mining vs task mining — explained simply 15:20 Real enterprise examples & outcomes 17:10 Where AI accelerates process work 20:00 Why change dies without ownership & communication 24:15 Balancing innovation vs experience 27:00 Capability modeling for tech investment decisions 29:00 Signals CTOs should watch for in transformation 32:40 Where to start tomorrow if you lead technology 34:30 The next evolution of process with AI 38:00 RPA vs AI — why adoption looks different 41:20 Closing thoughts & where to find Liam 🔗 Resources Mentioned • Liam’s LinkedIn: https://www.linkedin.com/in/l-oneill/ • Liam’s company: http://bpm-d.com/ • Celonis • WalkMe / digital adoption platforms • LeanIX / enterprise architecture • RPA vs next-gen AI workflows