Summary
Adaptiveness and customer experience (CX) improvements are key business priorities for firms in Indonesia in 2021, and automation will be a key enabler of these objectives. For 2021, Indonesian firms are prioritizing customer- and workforce-focused automation to adapt to the new normal. Challenges for automation adoption are mainly around people and culture, but improvements in technology, organization, and leadership also play critical roles. CIOs should read this report to understand Indonesia’s automation landscape.
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