Best Practices For Automation Centers Of Excellence (COEs)

September 22nd, 2023

Craig Le Clair Vice President, Principal Analyst

Carlos Casanova Principal Analyst

Bernhard Schaffrik Principal Analyst

Naveen Chhabra Principal Analyst

Renee Taylor-Huot Senior Researcher

With contributors:

Glenn O'Donnell , Audrey Lynch , Kara Hartig

Summary

Forrester receives many inquiries from enterprises implementing automation centers of excellence (COEs) or strike teams. We interviewed automation team members to help answer the top seven questions we received. We found that the best-run COEs follow similar practices: cost justifications to senior management, reporting structures, involvement in the business, and relationships with other COEs. Big wins come from reducing organizational friction, not from harnessing technology. This report guides technology and business leaders in scaling automation with a fusion of IT and the business.

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