More automation investments than you might have guessed

Rackspace asked about customer experience and found that six out of 10 managers (63%), for example, report they are using technology to drive automation efficiencies, and over half (51%) are using it to drive IoT and cloud-native initiatives. In terms of more direct impacts, technology initiatives focused on real-time data analysis (44%) and customer engagement (30%) have a more direct impact on building and refining customer interactions. 

I’ve got an interview about Robotic process automation coming up later this month, and this entire pile seems like an example of the work layer I keep focusing on.     This doesn’t feel earth-shattering – although I’m somewhat surprised it’s as high as 63%.       Even accounting for those responding where it might be debatable, this is more robust than I would have guessed.