Decision Tool

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

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

May 13th, 2022
With contributors:
Glenn O'Donnell,Chris Gardner,Andrew Cornwall,Bernhard Schaffrik,David Brodeur-Johnson,Naveen Chhabra,Audrey Lynch,Diane Lynch

Summary

The pandemic has 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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