Points of View

RPA software vendors: squelch the rhetoric and get down to helping your clients learn and scale!

As part of the data input into our recently released RPA Software Top 10 2020, we conducted a customer experience (CX) survey with 255 RPA superusers hailing from enterprise and partner organizations. These superusers provided 311 ratings for 17 RPA products across 30+ product dimensions, as depicted in Exhibit 1. While this data provided loads of detailed insight into the strengths and weaknesses of each vendor, the overarching study results should serve as a wakeup call to the marketplace. The average CX score across all six assessment dimensions is a normalized equivalent of a 72 out of 100. This is an incredibly anemic performance from a promising software category. In this POV, we’ll unpack the results of the survey and make recommendations to RPA software vendors on how to move past meaningless rhetoric and provide sustainable value to their consumers.

 


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