Trends Report

Automation Technologies For Customer Engagement

Applying Artificial Intelligence And Robotics To The Customer Journey Sets The Stage For Long-Term Digital Transformation

July 31st, 2017
J. P. Gownder, Vice President, Principal Analyst
J. P. Gownder Vice President, Principal Analyst
With contributors:
Lily Varon , Ian Jacobs , Christopher Voce , Jennifer Wise , Clare Garberg , Diane Lynch

Summary

Infrastructure and operations (I&O) leaders have traditionally targeted and implemented automation technologies to cut costs. But the new opportunity in the age of the customer is engagement: deploying technologies that will help customers receive better service automatically or better serve themselves. This report shows I&O leaders how to work with their peers to identify opportunities and bring automation into their organizations in service of customer engagement.

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