Points of View

Want to elevate CX with integrated automation? Start with the humans

 

Findings from our latest executive roundtable

 

 

A recent HFS study of 590 global 2000 enterprises found that the top strategic and operational objectives for intelligent automation are revenue growth and improved customer experience (CX) (Exhibit 1). At our June 19 executive roundtable in New York to discuss the potential of integrated automation for elevating customer experience, it was clear that the success of any automation program is in large part dependent on enabling humans, not replacing them.

 

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