Executive Summary

Organizations’ automation capabilities are critical to the success of their internal and external operations, including their ability to respond to business and market changes, improve the experience of their customers, and realize efficiencies. As expectations for high-quality, fast, and consistent digital services continue to accelerate, the application workflows on which these services depend cannot keep up without automation as well. However, IT leaders aren’t doing enough to connect workflow automation capabilities with automation results, creating unnecessary risk to both the business and operations. 

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