Points of View

Escape your automation paradox and focus on integrating IA instead

Mar 26, 2019 Elena Christopher

Dear enterprise transformation leaders,

Our latest research on the state of intelligent automation (IA) yielded an almost paradoxical set of findings about your adoption of critical change agents and their application to your business. One on hand, we are delighted to see that your strategic and operational objectives for IA are focused on driving new revenues and delighting customers. However, you also told us that the majority of actual investment has been in back-office process areas such as finance and accounting, with investment in customer service coming in dead last.

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