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Looking beyond the cost savings Looking beyond the cost savings

The recent KPMG International and HFS Research report, Easing the pressure points: The state of intelligent automation found that elevating customer experience and unleashing data to drive both insights and sales growth are the top drivers for enterprise investment in IA. A common starting point for IA, robotics process automation (RPA) offers the potential for significant cost savings, and efficiency gains via job automation. But cost savings alone should not be the only end-game for IA investments. As IA becomes more infused within organizations, business leaders indicate that their strategic objectives are increasingly about revenue growth followed closely by better analysis of data and improved operating insights. On a more tactical, operational level, the survey highlighted better-quality and streamlined customer service. But less than one percent indicated cost savings or headcount reduction as a key operational goal.

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