The report includes real-world customer stories from Nike, TravelPerk, Oxfam GB and MaineHealth and analyzes key statistics around the adoption and perception of personalized CX. Download this report to learn how:

• An effective customer data platform (CDP) can transform customer contact.
• To personalize experiences by combining existing data points.
• Organizations have exceeded financial targets through digital conversation tools.

With input from IKEA, The Very Group and Dufresne Group, this workbook assesses the adoption of intelligent knowledge bases, virtual agents and chatbots, and explains why AI and automation are cornerstones of the “brick and click” convergence transforming retail. Download this workbook to discover how to:

• Use data and analytics to power customer centricity
• Enhance digital customer experience through AI
• Increase NPS scores via VOC feedback
• Utilize automation to increase employee engagement
  

Based on the responses of those in the financial services to the CX Network Global State of Customer Experience survey, this report explores the key CX trends, customer behavior shifts, priorities and experience management pain points that are developing within the industry. Download this report to learn:

• The top trends affecting the financial services industry
• How to overcome common invesment hurdles and challenges faced by CX practitioners in financial services
• Key business insights from TSB, Argano, Bajaj Allianz General Insurance and NatWest
  

Drawing on intelligence from a research group of 120 CX experts, this report presents key learnings from a range of CX practitioners including McDonalds, Huawei and Infobip. The insights can be utilized to enhance ROI calculation skills so brands can generate healthy returns from CX investments. Download this report to:

• Benchmark your brand against your peers around calculating and achieving returns from CX.
• Learn how brands are measuring financial benefits from customer experience initiatives.
• Gather tips on building CX business cases.
• Optimize your strategies on tracking and achieving forecasted returns for CX investments.
  

The COVID-19 pandemic has spurred organizations of all kinds to not only increase their investments in automation, but completely reimagine every aspect of their business from IT infrastructure to customer service delivery to how they manufacture their products. While in the past, people talked a lot about cutting-edge solutions such as AI, intelligent automation and computer vision, we’re now starting to see them in action.

Read the Intelligent Automation 2022 Outlook Annual Report to discover how organizations are not only leveraging advanced business automation to reduce costs and increase productivity, but create new ways of working, innovating and driving growth.

The modern world runs on data. From dictating what content we consume to calculating mortgage rates to matching people on dating apps, data shapes not only our lives, but the societies in which we live. Likewise, major tech companies like Facebook, Apple and Google are spinning the 1.7 MB of data created every second into literal gold and growing into some of the most profitable companies this world has ever seen.

In order to shed light on how organizations are envisioning their 2022 data strategies, we surveyed 200+ data, analytics and AI leaders to uncover:

• How data and analytics budgets have evolved YoY
• Top enabling tools, technologies and solution providers
• The emerging challenges and strategic priorities that will define 2022 and beyond
• Plus more!

Download this report for an overview of automation in action today. This report leverages the results of an SSON Research and Analytics survey conducted in Q2 2022, and highlights automation at work in today’s GBS and shared services. Read the report to learn how automation supports strategic GBS and how to break the unstructured/semi-structured data barrier.

In follow up to his 2021 market report, Lee Coulter discusses the urgent need to change the way we think about service delivery with IA. The 2022 State of Industry IA Market Report covers the changing nature of employee roles and expectations and how RPA is delivering more value than ever through recombinant innovation. It also includes a case study into how Coca Cola Florida is spurring business growth with workflow mapping and automation.

Are you curious about what is in store for intelligent automation in 2023? Leveraging the results of an SSON Reasearch and Analytics survey conducted in Q2 2022, we created an infographic that provides a comprehensive overview of your peers' intelligent automation priorities and challenges.

The report explains that task mining is a process exploration technique that collects real-time user data on how an employee interacts with a process. Despite task mining's effectiveness in providing insights into processes, only 28% of shared service organizations have invested in the technology. Many organizations may not be aware of task mining's impact on preparing processes for automation and observing user productivity. Read on to discover how task mining can help deliver process operations in a remote work environment.

The article explores different Future of Work (FoW) initiatives and how they apply to Global Business Services (GBS) and the expectations of both employees and organizational leaders. It also discusses the role of digital workflows in FoW strategy and provides insights on what GBS can expect next and how to prepare for it. Read on to explore the FoW and its impact on GBS.

The report discusses the shifting attitudes towards the role of modern workers and the impact of automation on the customer experience, particularly in the context of contact centers. The report argues automation is not a replacement for the soft skills valued in the customer experience and that attended automation can bridge the gap caused by lower employee resources. Read on to gain insight on how attended automation can be used to meet the demands of modern customers while also supporting employees.

The report discusses that a successful hybrid work strategy enables employees to access an organization's infrastructure from anywhere in the world, but this can be challenging without the right technologies in place. It also discusses the opportunities for strategic governance in a hybrid work model and how process mapping can help management services get organized. Read on to gain insight on the challenges businesses have faced in establishing a hybrid workforce and the top technologies SSOs need to reach the full potential of a hybrid workforce.

Intelligent Automation (IA) has become a game-changer for businesses looking to improve their operational efficiency and reduce costs. In this article, we'll delve into the potential cost savings that IA can generate across different enterprise functions such as finance, HR, procurement, and business operations.

• IA automates manual and repetitive tasks, saving time and resources for businesses.
• With IA, businesses can allocate more resources to areas that provide greater value, leading to improved efficiency and reduced costs.