Annually, we gauge the state of the digital course of automation (DPA) market in our complete survey. In Forrester’s Q2 2023 Digital Course of Automation Survey, three major traits got here into focus: 1) Organizations hit the pause button on digital transformation (DT) within the wake of financial uncertainty and tightening budgets; 2) course of intelligence has gained momentum as the necessity for course of insights and data-driven approaches escalates; and three) course of optimization has grow to be everybody’s job, however coaching and ability units lag.
Enthusiasm For Digital Transformation Dropped This Yr
The continuing financial uncertainty and tightened budgets induced many organizations to hit the pause button on digital transformation. Forty-five p.c of respondents cited delays or reductions in automation investments as a result of constrained budgets. Most organizations stay dedicated to course of enchancment, with over half (56%) of them contemplating it a strategic funding and 71% nonetheless reporting end-to-end automation as a major driver. The frenzy for DT cooled barely, as value discount as soon as once more grew to become a high precedence (36%) and simply 16% recognized DT as the first focus of course of optimization, down from 43% final 12 months. The pause is barely non permanent, nevertheless, as respondents cited that long-term targets for growing automation had not modified.
Organizations Embrace Enterprise Purposes
Outcomes reveal a shift within the instruments and methodologies used for course of enhancement. Microsoft, Salesforce, and ServiceNow have been recognized by 64% of respondents as their major DPA or workflow vendor. Pure-play DPA distributors are feeling the squeeze not solely from enterprise app distributors but additionally from low-code and robotic course of automation platforms which can be constructing in DPA assist. On the similar time, the necessity for DPA continues to develop, offering alternative for all.
Knowledge-Pushed Applied sciences, Such As Course of Intelligence Instruments And Enterprise Purposes, Acquire Traction
The survey outcomes spotlight a rising curiosity in process- and task-mining instruments. The regular rise of course of intelligence instrument utilization (57% of survey respondents are at the moment utilizing them) is gaining floor over conventional analytic approaches equivalent to buyer journey mapping.
Course of Optimization Efforts Lack The Needed Personnel Coaching
Seventy-five p.c of organizations count on businesspeople to have interaction in course of optimization, but 57% admit that they lack a transparent technique. Solely 8% of organizations require workers to bear coaching in course of automation methods and instruments. This highlights a coaching hole.
What’s Subsequent?
Knowledge-driven instruments for course of intelligence are rising, but challenges persist of their correct use. Organizations can degree up their automation groups by hiring and coaching citizen course of specialists for course of optimization efforts, to give attention to effectivity metrics, and to embrace extra advanced optimization efforts. As DPA suppliers rush to incorporate generative AI options, we are going to see an increase in citizen improvement, however with out correct coaching on how one can improve or remodel a course of, these improvements can be wasted.
