Eight Areas to Consider as Part of Your Automation Strategy
By Greg Sherry
Posted in Customer Engagement
Paul Stockford, Chief Analyst, Saddletree Research, mentioned in a recent blog post that “the contact center industry will be all about automation” in 2018. Does your organization have a strategy and plans in place for automation innovation?
Verint’s Customer Advisory Board (CAB) met earlier this month and the agenda included a session on automation, artificial intelligence (AI) and robotics. Board members discussed strategies that would help them simplify and modernize their customer engagement operations—and several members mentioned that automation is a critical part of their 2018 customer engagement strategy planning.
Craig Seebach, Verint’s vice president, enterprise workforce optimization strategy, kicked off the automation discussion with a review of takeaways from a panel discussion he participated in at the Automation Innovation Conference in New York City on December 5. The panel session was called “Building a Comprehensive Business Case for Automation and AI” and Craig shared these insights:
CAB member contributions to automation innovation ideas and considerations included:
So, what areas should you consider as your automation innovation strategy framework? Consider creating your plans starting with the primary areas of 1) Business Objectives 2) Technology 3) People / Culture and 4) Outcomes and ROI. Be sure you have a specific goal, outcomes and expectations for each area.
As I discussed in a blog post last month, there is a place for everyone to contribute to customer engagement automation ideas and planning. And you never know—you might just have one of the recommendations or ideas that will help your organization revolutionize customer engagement in your industry.
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