Random Acts Of Automation: 10 Pitfalls To Avoid

August 22nd, 2022

Craig Le Clair Vice President, Principal Analyst

Renee Taylor-Huot Senior Researcher

With contributors:

Glenn O'Donnell , Audrey Lynch , Diane Lynch

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.

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