HfS unveils the first credible customer experience benchmarks of the leading 10 RPA solutions

HfS Research releases the first credible RPA customer experience benchmarking research, covering the leading 10 products across 359 stakeholders


NEW YORK & LONDON (JUNE 1ST 2018) — HfS Research, the first analyst firm to report on the emergence of Robotic Process Automation and define the market, today released the most comprehensive research benchmarking the 10 leading RPA solutions: AntWorks, Automation Anywhere, BluePrism, Kofax, Kryon, NICE, Pega, Thoughtonomy, UiPath, and Workfusion.


HfS premium subscribers can access their report copy here.


The market for enterprise robotic software and services is growing at a breakneck pace of 47% growth in 2018 to surpass $1.5 billion. However, there are growing questions about whether RPA can deliver on promised ROI and outcomes, especially with most RPA initiatives continuing to be small and piecemeal, and most industry consultants and analysts lacking genuine product knowledge to give enterprises the full picture of their RPA options. In addition, HfS research shows that satisfaction with RPA deployments is mixed, with 40% of C-Suite leaders in the Global 2000 declaring a strong satisfaction experience with their current RPA experiences, a further 30% are somewhat satisfied, while 30% of early adopters express dissatisfaction.


As report co-author and Chief Strategy Officer for HfS, Saurabh Gupta, points out, “The industry is still struggling to solve challenges around the process, change, talent, training, infrastructure, security, and governance. Our mission at HfS is to dispel this confusion and uncover the truth to successful RPA deployment”.


To bring this much-needed clarity to the industry, HfS surveyed 359 enterprise clients and product partners across 10 leading RPA products and benchmarked across 40+ dimensions (six key dimensions and 36 sub-dimensions):


The Six Key Dimensions of RPA evaluated:


  1. Features and functionality
  2. Integration and support
  3. Security and compliance
  4. Flexibility and scalability
  5. Embedding intelligence
  6. Achieving business outcomes


According to HfS CEO and Chief Analyst, Phil Fersht, a co-author of the research, “Our industry is plagued by many consultants with limited depth in RPA, who have no access to product level data that supports the tough decisions facing enterprises.  In addition, most analysts deliver the 2 x 2 matrices which offer very limited insight or value.  It’s time to dispel myths and provide enterprises with unbiased, credible and highly statistically significant data. The HfS RPA customer experience benchmarks are designed to help enterprises with RPA product selection as they formulate their intelligent automation roadmaps.”


In addition to the report, HfS is also launching an online RPA decision support tool for enterprises to enable client-specific due diligence on RPA providers. This tool will allow HfS clients to customize the decision criteria and associated weights from the available 40+ customer experience dimensions. It will provide clients a customized report detailing the top three RPA products that the client should consider, based on the rich insights that HfS collected as a part of the RPA study. HfS analysts are also supporting RPA clients through collaborative ThinkTank sessions, half-day workshops designed to problem-solve and validate strategies. These ThinkTanks go beyond the data where HfS analysts can share HfS IP, perspectives, and experiences on RPA tool selection, best practices, and common pitfalls to avoid.


HfS premium subscribers can access their report copy here.

If you are not a premium subscriber to HfS, contact us here for more information.



About HfS Research

HfS’ mission is to provide visionary insight into the major innovations impacting business operations: automation, artificial intelligence, blockchain, digital business models and smart analytics.


We focus on the future of operations across key industries. We influence the strategies of enterprise customers to develop operational backbones to stay competitive and partner with capable services providers, technology suppliers, and third-party advisors.


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