Forrester predictions 2019: Automation

Automation Technologies Will Drive Success From The Service Desk To Customer Service And Beyond
November 2018



Forrester Report November 2018: "Predictions 2019: Automation"

Automation technologies — a diverse set of technologies from robotic process automation (RPA) to business process management (BPM) to artificial intelligence (AI) and beyond — are becoming a key investment for CIOs and their enterprises.

Deploying automation is reshaping the jobs of human employees, who increasingly see software doing rote, repetitive tasks. In 2019, Forrester predicts that automation will become the tip of the digital transformation spear, impacting everything from infrastructure to customers to business models.

Download the Forrester report to find out more about the future and role of automation in Digital Transformation.

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Key Takeaways from the Report Include:

    • Automation Drives Business Value:
      While early automation implementations focused on cost, in 2019, automation will achieve multiple goals: driving both customer and employee experience; changing the nature of work; and even empowering the next generation of startup companies — tech and non-tech alike — that will employ digital labor from the get-go.

    • Success With Automation Requires Investments:
      Automation requires rethinking some fundamentals about how companies operate. In 2019, we’ll see significant investments in core technologies; organizational structures like centers of excellence; and the use of frameworks to identify and strategize automation opportunities.



Forrester Report BPM



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