Executive Report

Smart Service Automation: 20 Action Principles

Posted June 6, 2017 in Business Technology & Digital Transformation Strategies, Data Analytics & Digital Technologies
cognitive automation

In this Executive Report, we expand on a previous report on robotic process automation and cognitive automation by establishing action principles for service automation strategy, service automation launch, change management, and building mature service automation capabilities.

About The Author
Mary Lacity
Mary C. Lacity is the Curators' Professor of Information Systems at the University of Missouri-St. Louis and a Visiting Scholar at MIT CISR (Center for Information Systems Research). Dr. Lacity has also held visiting positions at the London School of Economics, Washington University, and Oxford University. She is also a Certified Outsourcing Professional, coeditor of the Palgrave Series: Work, Technology, and Globalization, and Senior Editor of … Read More
Leslie Willcocks
Leslie P. Willcocks has an international reputation for his work on global management, outsourcing, e-business, information management, IT evaluation, strategic IT, and organizational change. He is a Professor of Technology Work and Globalization in the Department of Management at the London School of Economics and Political Science (LSE). Dr. Willcocks also heads LSE's Outsourcing Unit Research Centre. For the past 25 years, he has served as… Read More
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