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ATA FROM THE Trends in Workflow Automation report calls out four key findings shaping the employee to customer relationship :

Employees stretched as customer expectations for digital experiences rise

The pandemic and its after-effects created urgency to adapt – nearly overnight – to a new set of customer needs and habits , accelerating what were once slow digitisation transformations . With restrictions on physical interaction and a sudden upheaval to customers ’ lifestyles and businesses , the call for digital change has been loud .

• 87 % of consumers and business buyers expect companies to accelerate digital initiatives due to COVID-19

• 67 % of consumers and business buyers say COVID-19 has elevated their expectations of companies ’ digital capabilities

Rising customer demands have reached employees already contending with new work environments and personal stressors . For many , workdays are longer than they used to be .

• 35 % of employees working remotely during the pandemic report working later than usual hours

• Four in five executives at companies with at least 10 % revenue growth say employee experience is a top objective

Automation rises as an IT imperative , cutting costs and time

“ COVID created massive pressure to digitise and automate workflows fast to handle the triple threat of overworked employees , changing customer expectations and new processes ,” said John Kucera , SVP of Product Management , Automation .

“ Organisations turned to low-code workflow automation to automate repetitive tasks , freeing up employees to make human connections with customers and adjust to the changing business needs . This has trained over 100,000 companies how to create

COVID CREATED MASSIVE PRESSURE TO DIGITISE AND AUTOMATE WORKFLOWS FAST TO HANDLE THE TRIPLE THREAT OF OVERWORKED EMPLOYEES , CHANGING CUSTOMER EXPECTATIONS AND NEW PROCESSES .

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