Business process automation can be a huge efficiency gain to just about every business.
It allows you to scale your marketing, your processes and product delivery.
It is not however good for everything.
Process automation can not replace or build human relationships and done badly can quickly and easily be damaging to your business.
In this episode, we highlight two real case studies where businesses have automated their business processes at the expense of good customer service as an illustration of how automation can be more damaging than beneficial.
In this episode we cover
- Why business process automation is great for business and can help you scale.
- Why it’s not so great
- Where it can go wrong and the costs of getting it wrong in your business
- The importance of building human touchpoints in your systems.
- How to map out your customer journey to exceed customer expectations
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