Points of View

The HfS Robotic Process Automation Customer Experiences Big Picture View

Jan 17, 2018 John O'Brien

We formed this report using a wealth of data from both qualitative and quantitative insights derived from an in-depth RPA end-user questionnaire, and subsequent end-user briefings with large and multi-national enterprise buyers. This has allowed us to paint for the very first time, the truest picture yet of RPA CX from the end user customers’ perspective.


This process included interviewing 75+ RPA customers from 12 RPA players, including (in alphabetical order) Antworks, Automation Anywhere, Blue Prism, Jidoka, Kofax, Kryon, NICE, Pega, Redwood Software, Softomotive, Thoughtonomy and UiPath.


In this Big Picture View Benchmarking Report, we assess RPA CX across six dimensions of Customer Experience, including:

  • Out-of-the-Box Functionality
  • Integration and Support
  • Security, Governance and Controls
  • Flexibility and Scalability
  • Embedding Intelligence
  • Delivering Outcome Objectives


  • How the RPA industry rates overall for Customer Experience and why
  • Which dimensions of Customer Experience are strong for RPA providers and which are weak
  • How customers rate RPA providers against specific service categories
  • What are the requirements for improving RPA Customer Experience
  • How does Customer Experience differ between RPA and RDA (desktop automation) and why
  • Market information about trends and challenges and opportunities for both customers and suppliers

Enterprises either currently investing in or seeking to invest in RPA solutions. Executive leaders and business unit leaders, technology leaders, advisors and outsourcing managers in the RPA sector



  • Research Methodology and Key Definitions
  • Executive Summary
  • Key Research Highlights
  • Dimension 1. Out-of-the-Box Functionality
  • Dimension 2. Integration and Support
  • Dimension 3. Security, Governance, and Controls
  • Dimension 4. Flexibility and Scalability
  • Dimension 5. Embedding Intelligence
  • Dimension 6. Driving Business Outcomes
  • Survey Demographics
  • Next Steps

The HfS RPA CX Big Picture View

(47 Pages)

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