As large-scale organisations continue to push for efficiencies and improve the customer experience, intelligent automation is a key strategic tool to achieve both. Forrester predicts investment in intelligent automation will grow to $2.9 billion next year, driving a significant wave of change for companies, customers and employees alike.
However, this shift to a digital future is not a given – new technology, skills and capabilities will need to be developed and deployed. Bain & Company’s 2020 survey of executives worldwide finds 44% of respondents said their automation projects have not delivered the expected returns. The major barriers all involve employee resistance, an issue that needs to be addressed at a cultural level.
As a senior executive,