Pushing Boundaries with Advanced Automation Technologies

Digital transformation is top of mind for companies across industries as they seek to remain competitive in an increasingly digital era. For many, this means turning to automation to unlock new efficiencies and drive better customer experiences (CX).

In today's episode, Wayne Butterfield sits with Amelia Rose Earhart to talk about all things automation. They take a big picture view of the technological advancements and how to unlock new opportunities in CX.

Wayne Butterfield is an automation pioneer, initially starting as an early adopter of RPA in 2010 and creating one of the first enterprise-scale RPA operations. As the Global Head of Intelligent Automation Solutions at ISG Automation, Wayne is responsible for helping organizations leverage Automation Technologies, such as RPA, NLP, OCR, and Virtual Agents, for creating efficiency and improving the customer/employee experience.

Enjoy!

In This Episode

01:10 - What motivates Wayne to continue working in contact centers

03:36 - How AI has evolved over time

06:26 - How innovation drives new-age customer experiences

09:36 - Some tips for keeping up with contact center innovations

11:30 - How to learn more about the role of intelligent automation in business

Favorite Quotes

01:27 - "The contact center never stands still. It is the beating heart and where the vibrancy is in most organizations." - Wayne Butterfield

04:41 - "We've spent the last 2000 years putting people at the heart of everything we do. Every process we have generally created as an organization has people and a system right in the very center of it. It's been interesting to see this move and the mindset shift that AI generates." - Wayne Butterfield

07:43 - "Technology will enable us to do that 15 years' worth of work with one or two people in probably three to six months." - Wayne Butterfield

09:04 - "Process mining, task mining, and communications mining— all these technologies are helping organizations reduce massively the amount of time that's going to take to get useful, insightful, and actionable data. And that, for me, is where we are pushing boundaries right now. " - Wayne Butterfield

Connect with Wayne Butterfield
LinkedIn
ISG

Visit NICE
Website - www.nice.com
Facebook - https://www.facebook.com/OfficialNICELtd/
YouTube - https://www.youtube.com/c/NICESystems
Twitter - https://twitter.com/NICE_CX
LinkedIn - https://www.linkedin.com/company/nice-systems/posts/?feedView=all

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