Decision Tool

A Forrester Decision Tool: How To Avoid Random Acts Of Automation

Before You Automate A Business Function, Evaluate That Decision’s Sensibility

March 24th, 2023


Widespread disruptions like the pandemic, economic uncertainty, and global disruptions have pushed enterprises to automate more, but what should you automate? This report explores 16 factors across four categories: process characteristics, employee experience, customer experience, and organizational adoption risk; when viewed collectively, these factors can help an enterprise leader decide whether to automate a process. We also provide an interactive decision tool that asks a series of questions to help you make the best decision for your particular business needs.

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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.