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In the midst of COVID-19 pandemic social distancing, this question takes on even greater urgency. Appian’s “Business Automation Technologies and the Customer Experience” survey explores employee attitudes at large organizations across the United States and Europe with respect to business automation technologies and the “humanization” of business-to-customer relationships. The results are not good. 82% of respondents agree that organizations need to focus on increasing the humanity of customer interactions and adding greater “personal touch,” but only 41% view the way their organization is using automation as helpful "to a great extent" in forming stronger customer relationships.
Read the report and see how your organization’s use of automation stacks up in a world where: