IDC study: Strategic automation empowers employees to deliver effortless CX

Improved process transparency and more engaged employees are among the most common benefits of strategic automation, but its impact on empowering customer experience teams, including customer service and field service employees has rarely been analyzed in such depth until now.

In this new study, IDC interviewed customer service teams and field service agents – those who currently work with strategic automation tools in their daily duties, and those that have not enjoyed the benefits of automation – to measure the Impact of strategic automation on front-line agent work sentiment, business processes and innovation.

The study draws on an extensive survey of 1,500 respondents across Asia/Pacific, North America, and Europe and was built around key questions across four content areas:
The findings presented in this ebook highlight the transformational power of automation on customer experience teams and their wider organizations—and the consequences of little or no automation.
This study also provides recommendations to CX business leaders for both employee engagement and business outcomes specific to automation. Take advantage of this insight today to outperform the competition and discover how leveraging strategic automation can have an empowering effect on customer experience teams, increase process transparency and increase customer satisfaction.