Points of View

Change Management and Empathy are Keys to RPA CX

Jan 30, 2018 John O'Brien

Deriving excellent customer experience (CX) from their Robotic Process Automation (RPA) investment has to be the holy grail for many organizations investing in the space. It’s increasingly essential, too; as early adopters and pilot projects move into their scaling phase, there’s simply no room for complacency by suppliers. Unfortunately, too much emphasis has been placed on RPA features and functions rather than on an end-to-end view of automation that involves the voice of the customer in the context of their own operations.

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