HARNESS RPA TO OPTIMISE CUSTOMER OUTCOMES
With an estimated adoption growth of $2.9 billion by 2021, there is no denying that Robotic Process Automation (RPA) software comes as the top-of-mind solution for enterprise leaders worldwide.
However, in their quest to understand and reap RPA’s benefits early on, adopting companies struggle with many issues which trace back to incompatible use cases, operating models, and specific processes, to name a few. Additionally, companies must consider the impact of RPA on their workforce and whether it's a cause for concern, from an employee perspective.
Through a study which involved over 100 decision-makers, Forrester found out that, contrary to popular belief, RPA is a driver for a more positive workplace, as it improves employee engagement and customer outcomes, and has proven to have a measurable impact on the bottom line.
Report Key Findings
RPA improves employee experience and elevates customer outcomes.
Operating model challenges and skill shortages limit RPA application RPA has a measurable impact on the bottom line.