Jos van Hillegersberg

University of Lethbridge, University of Twente

Papers

Total Citations

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About

Jos van Hillegersberg is a leading scholar at the intersection of information systems, shared services, and intelligent automation. His research focuses on how organizations can leverage software bots and robotic process automation (RPA) to transform knowledge-based shared services and centers of expertise. Van Hillegersberg’s seminal work, "Software Bots - The Next Frontier for Shared Services and Functional Excellence" (2017, 57 citations), established a foundational framework for understanding how autonomous software agents can drive operational efficiency and strategic value in back-office functions. He further advanced this field with "Automation of Knowledge-Based Shared Services and Centers of Expertise" (2019), which explores the nuanced challenges of automating complex, judgment-intensive tasks. His contributions have been instrumental in shaping both academic discourse and industry practice, providing a roadmap for organizations transitioning from traditional shared service models to digitally enabled, bot-driven ecosystems. Van Hillegersberg’s work is widely cited by researchers and practitioners seeking to understand the organizational and technological implications of automation, making him a pivotal figure in the ongoing evolution of functional excellence and digital transformation.