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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.
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Target audience level: intermediate
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Read this report to learn how application development and delivery (AD&D) leaders are creating governance structures for process automation.
This report provides a framework for building organizational structures that bring together CX and business process professionals to understand customer journeys, evaluate underlying business processes, and work together to improve experiences.
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