As organisations turn their attention to the year ahead, senior executives face a challenging paradox. On the one hand, budgets are tight and headcount is reduced. On the other, customer experience is paramount. In fact, 70% of senior executives say the recovery phase is the greatest opportunity for growth they’ve ever seen [McKinsey, 2020]. These factors are pushing executives to transform customer experience with less resource, and much faster. So how do you maintain pace, operate effectively and deliver for your customer in 2021?
Step forward intelligent automation, a technology that has the potential to bring these competing forces together. According to Gartner, in a little over a year, large-scale organisations expect 70% of customer interactions will involve this emerging technology. They also expect to lower operational costs by 30% in the next 3-years by automating redesigned operational processes to deliver better customer experience, build resilience and drive margin.
As a senior executive tasked with driving performance in 2021, how can you capture the transformational value of automation and drive competitiveness, speed and returns for your company? Join this session to discuss the best approach with your peers and experts to hear what’s working, what’s not and what lies ahead.