Forrester Report: Automate Or Die

Once driven primarily by cost reduction, process optimization and automation initiatives are now critical to strategic business objectives. As organizations struggle with prolonged digital transformation initiatives and inability to respond to unexpected events like COVID-19’s remote work requirements, one thing has become clear: An adaptive and pervasive automation strategy is a survival imperative.

Digital Transformation And Customer Experience Drive Process Optimization Efforts Process optimization and automation goals are at the heart of strategic business objectives: A combined total of 57% of respondents cite, “Accelerate digital business transformation,” and, “Improve customer experience,” as the current primary drivers of business optimization efforts. Projecting two years into the future, that total grows to 69% (see Figure 1).

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