Decision Tool

A Forrester Decision Tool: How To Avoid Random Acts Of Automation

Before You Automate A Business Function, Evaluate That Decision’s Sensibility

 and  eight contributors
Mar 24, 2023

Summary

Widespread disruptions like the pandemic, economic uncertainty, and global disruptions have pushed enterprises to automate more, but what should you automate? This report explores 16 factors across four categories: process characteristics, employee experience, customer experience, and organizational adoption risk; when viewed collectively, these factors can help an enterprise leader decide whether to automate a process. We also provide an interactive decision tool that asks a series of questions to help you make the best decision for your particular business needs.

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