Report

Predictions 2019: Automation

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

November 6th, 2018
With contributors:
Glenn O'Donnell, Christopher Condo, Jenny Thai, Diane Lynch

Summary

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.

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