What best describes the scope of your process automation program? Primary drivers for investment center around: - Improving operations (optimization and reducing process errors) - Enable workers to better serve customers Base: n105 manager level or above from operations groups, shared services, finance/accounting and other lines of business Source: A commissioned study conducted by Forrester Consulting on behalf of November 2017 Q14. What are the primary drivers for your investment in RPA? 68% 58% 43% 40% 34% 28% 15% 14% Improve the optimization of operations Reduce process errors Augment human intelligence to free up workers to focus on more strategic tasks To complete tasks for internal employees who can better support customers Lower costs by replacing humans performing low value tasks Reduce cycle time for revenue generation transactions Improve compliance with regulations / regulatory bodies according to the country the office is based Link RPA with chatbots and self-service support to raise customer self-service experiences 6. 6 2017 FORRESTER. RPA Definitions › Attended RPA is defined as: "Automation that interacts in real time with humans who initiate and control robot tasks, often embedding functions within apps., generally associated with front-office, agent-led activities." What are your organization's plans when it comes to digital workers for intelligence augmentation (IA)?