Summary
The pandemic has pushed enterprises to automate, with a view toward immediate and tactical results. Going forward, automation can be more ambitious — but may be less transparent and have less-predictable effects on customers and employees. This report highlights 10 factors across three categories: process, employee experience, and customer experience. When viewed collectively, these factors can help an enterprise avoid problems that could result from more ambitious automation efforts.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).