Best Practice Report

A European’s Guide To Human-Centered Automation

Automation Creates Competitive Differentiation When Done Right

October 19th, 2021
With contributors:
Pascal Matzke , Elitsa Kortenska


Scientists have long been researching ways to bridge the seemingly irreconcilable chasm between automating for efficiency and maintaining humane working conditions. Recent advancements in AI-powered automation technologies like robotic process automation (RPA), digital process automation (DPA), and low-code platforms revive this question for European business leaders, labor unions, and citizens. This report shows tech execs how to look beyond efficiency and use Forrester’s robotics quotient (RQ) framework to put people at the center of opportunities to use automation to improve customer and employee experiences, operational effectiveness, and resilience.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.