As enterprises navigate pandemic-related disruptions and start planning for the next year, they need to not only reduce costs aggressively but also deliver superior customer journeys through process agility and enhanced business capability. Automation needs to be viewed holistically with a workforce combining human experts for empathy and innovation, with systems & bots for hyper-productivity

Key Takeaways

• A strong data foundation is imperative to define the automation roadmap and drive continuous optimization leveraging AI
• Focus on driving end-to-end business value- ensure that tactical wins are aligned to the broader roadmap
• As automation programs scale to handle critical business process, critical to ensure capability around expertise, change management and enterprise-grade platform capabilities