Best Practice Report

CX Participation Is Vital To Automation Success

Customer Experience Professionals Must Embrace And Support The Automation Program

May 11th, 2021
Leslie Joseph, Principal Analyst
Leslie Joseph Principal Analyst
With contributors:
Ashutosh Sharma , Tom Mouhsian , David Truog , Eric G. Brown , Amit Bhatia , Sukriti Dangi , Bill Nagel

Summary

Customer experience’s (CX) goal of “humanizing” experiences might seem far removed from automation’s focus on removing humans from business processes. But the pandemic-induced push to serve customers online has brought these two forces together, and firms have learned transformational lessons from each. This report shows CX leaders how automation can improve CX and the important role that they themselves can play in supporting a successful automation program.

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