Posts Tagged 'Leslie Willcocks'

Apr 252017
 
Benefits of Robotic Process Automation (RPA)

Robotic process automation (RPA) and cognitive automation (CA) tools are getting a lot of attention. But, as reported by Mary Lacity and Leslie Willcocks in their new report, Smart Service Automation: Benefits, Cases, and Lessons, potential adopters of these new types of service automation tools remain skeptical about the claims surrounding their promised business value. These potential adopters are still not sure why an organization would move to service automation, what they’d achieve if they were to do it, and what are the best practices. To answer these questions, Lacity and Willcocks conducted two surveys of 143 outsourcing professionals and interviewed 48 people, including service automation adopters, providers, and advisors. From the interviews, they identified 20 adoption journeys. The 20 Read more