Robotics Process Automation and its impact on an organization's ability to deliver a great customer experience.
In this episode, Mike and Paul are joined by Mark Snyder
, a Senior Manager in West Monroe's Operation Excellence practice to talk about Robotics Process Automation - what it is, why it's important, and its impact on an organization's ability to deliver a great customer experience. Mark highlights some of the key challenges that organizations are facing while implementing RPA, including a discussion around the impact of automation to employees.
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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.
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- Michael Manfredo, Principal, Customer Experience
- Paul Hagen, Senior Principal, Customer Experience