Best Practice Report

Best Practices For Automation Centers Of Excellence (COEs)

September 22nd, 2023
With contributors:
Glenn O'Donnell , Audrey Lynch , Kara Hartig


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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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.