💭 What is really happening in white-collar automation?

Key takeaways from the first State of Exponential briefing with Phil Fersht

Hi,

Here is the writeup from the first State of the Exponential member’s briefing on what is really happening in white-collar automation with Phil Fersht, a world-expert on office automation. You can watch a replay of the briefing here. You can download the slides here.

As CEO and founder of the enterprise outsourcing and automation analysis HFS Research, Phil’s research is grounded in talking regularly to firms and vendors involved in outsourcing and automation, including hundreds of Global 2000 firms.

On this instance, Phil and I discussed the impact of automation on white collar jobs and we debunked a number of myths about how businesses are thinking about automation and the future of work.

Customer is king

In 2018 research study on the state of operations, Phil’s key finding is that top-performing companies are using automation to better meet customer expectations rather than simply focus on cost-cutting. One of the key technologies is robotic process automation (RPA), which allows …