Intelligent Automation & Customer Priority Survey

Thank you for taking the time to fill out the survey. This survey should take no more than 10 minutes to complete. This is an anonymous study, and your results will only be used in aggregate. Neither your name nor your company’s name will be associated with any responses given. All completed submissions will receive a summarized view of the key findings

Demographics

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* 1. In which country are you headquartered? (Select one.)

Australia

New Zealand

Brazil

Canada

China

France

Germany

India

Japan

Mexico

Netherlands

Spain

United Kingdom

United States

Switzerland

Other (please specify)

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* 2. Using your best estimate, what is your organization’s annual revenue (USD)? (Select one.)

> $500M

$500M to $1B

$1B to $5B

> $5B

Don't know

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* 3. Which of the following best describes the industry to which your company belongs? (Select one.)

Advertising and/or marketing

Agriculture, food, and/or beverage

Business or professional services

Chemicals and/or metals

Construction

Consumer product goods

Manufacturing

Consumer services

Energy, utilities, and/or waste management

Financial services and/or insurance

Healthcare

Technology and/or technology services

Media and/or leisure

Retail

Telecommunications services

Transportation and logistics

Public Services

Hi-Tech

Electronics

Other (please specify)

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* 4. Which title best describes your position at your organization? (Select one.)

C-level executive (e.g., CEO, CMO)

Vice president (in charge of one/several large departments)

Director (manage a team of managers and high-level contributors)

Manager (manage a team of functional practitioners)

Project manager (manage ad hoc project teams)

Full-time practitioner (work within a team or as an individual contributor)

Part-time practitioner (work within a team or as an individual contributor)

Outside consultant

Other (please specify)

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* 5. Which of the following best describes your current position/department?

Finance/accounting

Human resources/training

Marketing/advertising

Business strategy

Operations

Sales

Supply Chain

Customer Care/Helpdesk

Other (please specify)

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* 6. Which of the following statements best describes the current state of your organization’s Intelligent Automation (IA) adoption? (Select one)

We have not yet started to deploy IA

We have completed a proof of concept / are piloting IA

We have deployed IA to 1 to 5 business processes

We have deployed IA to 6 to 10 business processes

We have deployed IA to 11 to 20 business processes

We have deployed IA to 21 or more businesses

We have automated one process end to end

We have automated few processes end to end

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* 7. What is your level of responsibility when it comes to the Intelligent Automation (IA) initiatives in your organization? (Select one)

I am the final decision maker for my organization’s IA strategy.

I am part of a team making decisions for my organization’s IA strategy.

I influence decisions related to my organization’s IA strategy.

I am not involved in IA strategy at my organization.

My organization does not currently have an IA strategy.

I am the one who approves budgets for such initiatives or projects

I am in IT and support the automation initiatives

I use automation to improve operations in my area

Don’t know/does not apply

Other (please specify)

Current State of IA Deployment

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* 8. Which statement best describes the focus of IA initiative for your organization? (Select one)

It is a strategic priority for the enterprise, i.e., led by an automation center or Center of Excellence (CoE) with opportunity across multiple areas

It is part of a larger IT project or initiative

It is led by a line of consumer facing business units (e.g., insurance claims, manufacturing)

It is led by the contact center or front office

It is led by HR

It is led by Compliance and Legal

It is led by Finance and Accounting

It is led by IT operations

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* 9. Which of these objectives were important in driving IA adoption in your organization? (Select one response for each row)

	Not at all important	Somewhat important	Important	Very important	Critical	Don't know/does not apply
Lowering expenses	Lowering expenses Not at all important	Lowering expenses Somewhat important	Lowering expenses Important	Lowering expenses Very important	Lowering expenses Critical	Lowering expenses Don't know/does not apply
Increasing speed and scale of processes	Increasing speed and scale of processes Not at all important	Increasing speed and scale of processes Somewhat important	Increasing speed and scale of processes Important	Increasing speed and scale of processes Very important	Increasing speed and scale of processes Critical	Increasing speed and scale of processes Don't know/does not apply
Reducing error rates from manual processing	Reducing error rates from manual processing Not at all important	Reducing error rates from manual processing Somewhat important	Reducing error rates from manual processing Important	Reducing error rates from manual processing Very important	Reducing error rates from manual processing Critical	Reducing error rates from manual processing Don't know/does not apply
Improving the employee experience by enabling more value-added work for employees	Improving the employee experience by enabling more value-added work for employees Not at all important	Improving the employee experience by enabling more value-added work for employees Somewhat important	Improving the employee experience by enabling more value-added work for employees Important	Improving the employee experience by enabling more value-added work for employees Very important	Improving the employee experience by enabling more value-added work for employees Critical	Improving the employee experience by enabling more value-added work for employees Don't know/does not apply
Improving the customer experience	Improving the customer experience Not at all important	Improving the customer experience Somewhat important	Improving the customer experience Important	Improving the customer experience Very important	Improving the customer experience Critical	Improving the customer experience Don't know/does not apply
Increased productivity	Increased productivity Not at all important	Increased productivity Somewhat important	Increased productivity Important	Increased productivity Very important	Increased productivity Critical	Increased productivity Don't know/does not apply
Saving Time	Saving Time Not at all important	Saving Time Somewhat important	Saving Time Important	Saving Time Very important	Saving Time Critical	Saving Time Don't know/does not apply
Better adherence to compliance processes (e.g. timelines, audit)	Better adherence to compliance processes (e.g. timelines, audit) Not at all important	Better adherence to compliance processes (e.g. timelines, audit) Somewhat important	Better adherence to compliance processes (e.g. timelines, audit) Important	Better adherence to compliance processes (e.g. timelines, audit) Very important	Better adherence to compliance processes (e.g. timelines, audit) Critical	Better adherence to compliance processes (e.g. timelines, audit) Don't know/does not apply
Improving sales	Improving sales Not at all important	Improving sales Somewhat important	Improving sales Important	Improving sales Very important	Improving sales Critical	Improving sales Don't know/does not apply
Improving process efficiency	Improving process efficiency Not at all important	Improving process efficiency Somewhat important	Improving process efficiency Important	Improving process efficiency Very important	Improving process efficiency Critical	Improving process efficiency Don't know/does not apply
Others	Others Not at all important	Others Somewhat important	Others Important	Others Very important	Others Critical	Others Don't know/does not apply

Other (please specify)

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* 10. How many bots has your organization deployed?

1 to 10

11 to 25

26 to 100

101 to 200

201 or more

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* 11. Which of the following best describes your automation technology provider sourcing strategy?

We work with only one vendor

We work with 2-3 vendors

We work with 3-5 vendors

We work with more than 5 vendors

We currently work with one vendor but are looking to add to this portfolio

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* 12. How satisfied are you with your IA deployment in terms of value created?

Very dissatisfied

Dissatisfied

Neutral

Satisfied

Very satisfied

Don’t know/does not apply

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* 13. How would you describe the following benefits realized from your IA Implementation? (Select one response for each row)

	Completely disagree	Somewhat disagree	Neither agree nor disagree	Somewhat agree	Completely agree	Don't know/does not apply
Improved Customer Experience	Improved Customer Experience Completely disagree	Improved Customer Experience Somewhat disagree	Improved Customer Experience Neither agree nor disagree	Improved Customer Experience Somewhat agree	Improved Customer Experience Completely agree	Improved Customer Experience Don't know/does not apply
Improved topline	Improved topline Completely disagree	Improved topline Somewhat disagree	Improved topline Neither agree nor disagree	Improved topline Somewhat agree	Improved topline Completely agree	Improved topline Don't know/does not apply
Optimized operational costs	Optimized operational costs Completely disagree	Optimized operational costs Somewhat disagree	Optimized operational costs Neither agree nor disagree	Optimized operational costs Somewhat agree	Optimized operational costs Completely agree	Optimized operational costs Don't know/does not apply
Scale business without adding additional workforce	Scale business without adding additional workforce Completely disagree	Scale business without adding additional workforce Somewhat disagree	Scale business without adding additional workforce Neither agree nor disagree	Scale business without adding additional workforce Somewhat agree	Scale business without adding additional workforce Completely agree	Scale business without adding additional workforce Don't know/does not apply
Agility in responding to customers	Agility in responding to customers Completely disagree	Agility in responding to customers Somewhat disagree	Agility in responding to customers Neither agree nor disagree	Agility in responding to customers Somewhat agree	Agility in responding to customers Completely agree	Agility in responding to customers Don't know/does not apply
Better Audit Control and Compliance	Better Audit Control and Compliance Completely disagree	Better Audit Control and Compliance Somewhat disagree	Better Audit Control and Compliance Neither agree nor disagree	Better Audit Control and Compliance Somewhat agree	Better Audit Control and Compliance Completely agree	Better Audit Control and Compliance Don't know/does not apply
Improved Employee Experience	Improved Employee Experience Completely disagree	Improved Employee Experience Somewhat disagree	Improved Employee Experience Neither agree nor disagree	Improved Employee Experience Somewhat agree	Improved Employee Experience Completely agree	Improved Employee Experience Don't know/does not apply
Better visualization of workflow design	Better visualization of workflow design Completely disagree	Better visualization of workflow design Somewhat disagree	Better visualization of workflow design Neither agree nor disagree	Better visualization of workflow design Somewhat agree	Better visualization of workflow design Completely agree	Better visualization of workflow design Don't know/does not apply
Less need for IT involvement in simple workflows	Less need for IT involvement in simple workflows Completely disagree	Less need for IT involvement in simple workflows Somewhat disagree	Less need for IT involvement in simple workflows Neither agree nor disagree	Less need for IT involvement in simple workflows Somewhat agree	Less need for IT involvement in simple workflows Completely agree	Less need for IT involvement in simple workflows Don't know/does not apply

Other (please specify)

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* 14. To what extent has COVID changed your automation program?

Effectively stopped the program

Significantly reduced the size and speed of the program

Not much changed

Significantly increased focus and work on automation

Automation has now become a top priority for us

Challenges and Needs

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* 15. You would describe your organizations IA program as:

Strategic initiative backed by leadership and focused on long term gains

Tactical project focused on short term business gains

Projects driven by IT Team

Sporadic efforts that are isolated in pockets

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* 16. What are importance of the key elements of scaling the automation program to realize true value?

	Completely disagree	Somewhat disagree	Neither agree nor disagree	Somewhat agree	Completely agree	Don't know/does not apply
Increase number of bots deployed	Increase number of bots deployed Completely disagree	Increase number of bots deployed Somewhat disagree	Increase number of bots deployed Neither agree nor disagree	Increase number of bots deployed Somewhat agree	Increase number of bots deployed Completely agree	Increase number of bots deployed Don't know/does not apply
Increase number of processes covered	Increase number of processes covered Completely disagree	Increase number of processes covered Somewhat disagree	Increase number of processes covered Neither agree nor disagree	Increase number of processes covered Somewhat agree	Increase number of processes covered Completely agree	Increase number of processes covered Don't know/does not apply
Taking on complex processes to extend automation coverage	Taking on complex processes to extend automation coverage Completely disagree	Taking on complex processes to extend automation coverage Somewhat disagree	Taking on complex processes to extend automation coverage Neither agree nor disagree	Taking on complex processes to extend automation coverage Somewhat agree	Taking on complex processes to extend automation coverage Completely agree	Taking on complex processes to extend automation coverage Don't know/does not apply
Leverage document processing	Leverage document processing Completely disagree	Leverage document processing Somewhat disagree	Leverage document processing Neither agree nor disagree	Leverage document processing Somewhat agree	Leverage document processing Completely agree	Leverage document processing Don't know/does not apply
Develop AI-based decision support	Develop AI-based decision support Completely disagree	Develop AI-based decision support Somewhat disagree	Develop AI-based decision support Neither agree nor disagree	Develop AI-based decision support Somewhat agree	Develop AI-based decision support Completely agree	Develop AI-based decision support Don't know/does not apply

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* 17. How are you currently identifying new processes for driving automation?

Manually identified by business & operations stakeholders

Leverage process and automation consultants

Task mining tools

Process Mining + Discovery

Input from our process improvement/ operational excellence team

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* 18. What are the top 2 barriers your organization is facing to scale automation? (Select two options)

Lack of IT readiness/ Lack of skills to implement

Participation from business or Business involvement

Lack of clear vision

Resistance to change

Implementation costs

Executive support and alignment

Identifying the right processes to automate

Unrealistic vendor promises

Lack of holistic approach of RPA integrating into broader transformation

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* 19. What is the key to scaling automation and increasing its coverage across the enterprise?

Implement process mining + discovery

Earlier proven successful business cases

Move beyond PoC

Building RPA CoE in the organization to showcase value

Democratizing RPA and making it available to all employees

Business teams should have process intelligence to take decisions

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* 20. How important do you see the value of end-to-end automation tools to achieve meaningful process optimization?

Not a consideration

Important, but not critical

Very important- planning to achieve this underway

Very high priority- actively being developed

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* 21. What capabilities are offered by your existing automation platforms to power end-to-end automation

Tools to automatically generate automation scripts

Workflow engine/Process orchestrator

Low-Code/No-code capability

Customizable web-based Business dashboards

Desktop automation for every employee

Advanced automation analytics

Complex document processing

Machine learning decision models for task orchestration

Ease of interfacing to other technologies

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* 22. What is your criteria for offering an automation tool to an employee?

Function

Role

Employee interest

Cost saving

Expected Outcome/ROI

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* 23. How easy or difficult it is to provision an automation tool to your employees - especially the ones working from home

Easy & swift (through centralized software center)

Difficult & time-consuming (admin rights, handholding)

Compliance issues

Implementation challenges

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* 24. Is there adequate interest from citizen developers & business users to leverage automation? What is making it work or what is holding it back?

Learning curve for non-tech users

Lack of guidance on how to leverage automation

Lack of interest - as tools are not engaging enough

Lack of time - business users & SMEs are not able to devote time

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* 25. How do you track and calculate automation RoI?

Specialized RoI tools used

BI team using generic tools

Automation platform offers the capability