Original Source: Forrester
“The long-standing debate of the human workforce against the digital bot is now over. To remain competitive, organizations not only need to show improvements in their customer-facing capabilities, but they also need to up the game on their internal efficiencies. Alongside a sharp focus on differentiating their customer offerings, they need to ensure, on the execution front, they are moving toward a more agile, hyper-productive, and continuously optimized process ecosystem. This requires organizations to have a clear strategic direction for their operational priorities in managing the synergy of people, process, and technology. Robotic process automation (RPA) is a significant component that drives this vision, bringing consistency and throughput, but also enabling organizations to enhance their abilities in personalization and response times to their end customers. Automation empowers and complements the human capability by handling repetitive tasks and leveraging cognitive capabilities for continuous learning. To achieve holistic business value, enterprises need to view humans and digital bots as a unified coordinated workforce. Humans will need to drive customer-oriented activities using their creativity and empathy while bots complement their efforts with higher productivity and consistency. As automation becomes apparent across organizations globally, the concept of “automation singularity” is becoming important to consider, referring to the seamless synergy of human and bot workers. Automation singularity reflects a hyper-optimized state that serves as a beacon end state of the future workforce, which will optimize how enterprises conceive, structure, and deliver products and services. To understand how organizations can come closer to achieving this vision of automation singularity, understanding the current state of RPA adoption is key, along with an acknowledgment of the complexity that will ensue, as automation gains momentum. In May 2019, EdgeVerve commissioned Forrester Consulting to understand the state of RPA adoption and future needs of these organizations. Forrester conducted an online survey of 300 business and IT decision makers responsible for their organizations’ RPA strategies and initiatives. Respondents were from Australia, France, Germany, Japan, US, and UK markets. The study highlighted that organizations globally are serious about expanding and scaling their automation efforts for the multitude of benefits it can provide for their human workforces and their business outcomes. Nonetheless, as RPA expands, organizations will require enhanced systems and capabilities to govern, manage, and optimize its value…”
Contributors: Open SourceCategories: SIG U Resource, Whitepaper
SRC Type: Disruptive Digitization, Robotic Process Automation (RPA)