Appian presents its study on business automation and CX

[nusratjahan]

Appian's new study investigates American and European companies that have adopted business automation solutions , trying to understand whether or not these have improved the lives of their employees, especially during this period of mandatory social distancing due to COVID-19 .

Appian’s survey “ Business Automation Technologies and the Customer Experience ” analyzes the opinions of employees at several large organizations on business automation technologies and the “ humanization ” of B2C relationships.

In recent years, the adoption of automation technologies buy bulk sms service has freed human operators from repetitive and monotonous work, relegating it to the machine, thus leaving the customer relationship to the human being; lending this relationship an added value that the machine cannot provide, in the hope of creating a lasting and meaningful relationship for the customer. This is the concept behind Appian 's study .

The report reveals that most respondents believe that relationships continue to lack personal and impact, despite the adoption of automation technologies, and that much work remains to be done to achieve personal, value-added relationships.

At the same time, only a minority believe that their companies are not fully exploiting the opportunities offered by automation to achieve meaningful customer relationships.

For further information, you can download the report at the following link.