Disruption caused by the pandemic continues to roil enterprises around the globe. Firms are experiencing persistent volatility and massive shifts in different areas of their business, such as rising demand for customer services even while overall product demand may be declining. In addition, quarantines, lockdowns, and ongoing health concerns have made the traditional nature of work obsolete, forcing HR and talent managers to seek more flexible models that are less reliant on a physically present workforce. Fluctuating markets and changing workforce behaviors is making it urgent for businesses to make a “big bet” on automation at scale.
Traditionally, enterprises adopt automation when they need to speed time to value, improve efficiencies, or develop resilient customer and employee experiences. Now, enterprises also need to create ways to work remotely at scale, address operational gaps to ensure business continuity and resiliency, and think divergently to meet evolving customer and employee behaviors and preferences.