‘When firms prioritize automating the right types of workflows and processes, they can expect to achieve numerous benefits, such as enabling their innovators, driving productivity, and enabling automation today with room to scale in the future. These benefits play out across myriad metrics, with the senior executives surveyed seeing improved CX (50%), cost savings (46%), efficiency savings (44%), and increased revenue (42%) [Forrester, 2020].’
As attention turns to 2021 and the year ahead, senior executives are being asked to build resilience into their business plan. The world will likely flip back and forth into lock down, so it’s vital that every business, every process and every person is able to work in whichever world we find ourselves.
Automation is a key enabler for this new and unpredictable reality, allowing you to operate smoothly during periods of disruption and dramatic change. Customer demands will be met, operations will be more effective, and businesses will be able to thrive. According to Forrester’s 2020 survey, automating customer engagement workflows has been a clear priority; many organizations have already automated customer experience (62%) and customer relationship/retention workflows (51%). But large gaps remain where these workflows are only partially automated, meaning enterprises still have a long road ahead of them on their journey toward end-to-end digital workflow automation.
To achieve these outcomes successfully you need think about process transformation and not simply pockets of automation. What is the best way to make your business “resilient and ready” for 2021?