Forrester Report November 2018: "Predictions 2019: Automation"

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.