One way is to implement the group's suggested "digital service delivery model," which places customer orientation at the core, with three design principles and six interdependent components, according to the report. The Hackett Group suggests the following action steps around these components:

Technology: reduce technology complexity "ruthlessly;" invest more in emerging technologies such as chatbots, robotic process automation and cognitive AI; utilize smart automation for 50 percent or more of HR processes; increase platform scalability and infrastructure agility.
Service design: adopt "a laser focus" on manager and employee experience; establish ubiquitous manager and employee self-service; put stakeholders first in service design; promote a "consumer-obsessed" service mentality.
Analytics and information management: deliver analytics on-demand for all aspects of HR services; provide omnichannel access to information and insights; train 100 percent of HR staff to become "analytics ninjas;" focus scorecards on business-critical HR metrics; use analytics to slate candidates faster.
Organization and governance: bring strategic service execution to customers; apply business value-based HR portfolio management to prioritize effort; place clear talent responsibility and accountability with business leadership.
Service partnering: elevate strategic third-party relationships to a critical node of the HR operating model; base vendor key performance indicators and pay for performance on business outcomes; incorporate vendors' transformation capabilities into day-to-day delivery.
Human capital: Ensure HR leaders drive a culture of innovation and speed to value; revise and create new roles, incorporating advanced analytical, relationship management, communication, collaboration and digital technology skills into HR profiles; evaluate and upskill/upgrade staff for 2020 and beyond; "supercharge" learning and development programs, and base promotion and raise eligibility on completion of learning tracks. Implementing this model will help HR professionals transition to "transformative strategic advisors," according to The Hackett Group.

"Fortified by analytics and AI, they will have the time, tools and insights needed to work productively with senior business leaders on areas such as enterprise talent strategy, human capital productivity and performance, effective leadership, and organizational culture," the authors write.

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