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Results Of The 2020 Digital Process Automation Survey

August 12, 2020


Every two years, Forrester surveys the market on digital process automation trends. The 2020 survey results confirm an increased focus on the role of process automation in supporting strategic objectives like digital transformation initiatives and improved customer experience. The 2020 survey contains pre- and post-COVID-19 analysis and reinforces the critical role of process automation.

Key takeaways:

  • Process automation is no longer about cost reduction — it supports business strategy.
  • However, cost reduction is a critical outcome to those goals.
  • The technology landscape is complicated and heterogenous.
  • Process reengineering is back and is supported by tools like process mining and process modeling/documentation, both of which are seeing wide adoption and deeper usage.

Target audience level: intermediate

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