Reshaping the future

Unlocking automation's untapped value

Automation is revolutionizing business processes, both customer-facing and back-office. At Amazon Go – Amazon’s brick-and-mortar outlets – shoppers can enjoy checkout-free shopping. In Volvo’s accounts payables department, 2,000 supplier invoices are automated every day.

Developments in automation technologies – from robotic process automation (RPA) to artificial intelligence (AI) – are transforming operational efficiency, productivity, and creating new revenue and customer experience opportunities. Companies are expected to invest significantly in pursuit of these gains. For example, the market for cubicle artificial intelligence – by which we mean AI for office and administrative, sales, professional, and management jobs – is expected to grow to $48.5 billion by 2021.

But will these and other automation investments deliver a return and are organizations focusing on the automation use cases that offer the most value? To answer this question,we surveyed more than 700 senior executives who are experimenting with or implementingautomation solutions. We also analyzed more than 110 real-world use cases, assessing their maturity, complexity, and the benefits that can be gained from them. Drawing on that extensive analysis, this report focuses on three key areas:

  • Where organizations are today in terms of their automation maturity and what is holding them back from making more progress
  • Where organizations are seeing the greatest benefits in terms of their back-, middle- and front-office operations
  • Key recommendations for how organizations can scale their automation efforts, drawing on the best practices of automation leaders.
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