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NTT DATA Study Shows Leadership Alignment is Key to Creating Successful Automation EcosystemAccording to research findings released today by NTT DATA Services, a recognized leader in global technology services, four of the top five challenges for enterprises to overcome when implementing automation are related to leadership and change management. The report found that automation will evolve to be the standard for delivering many customer service activities in the future as consumer demographics change and virtual agent capabilities improve. "There must be strong leadership to drive change, manage the transformation, realize the funding and return on value (ROV) or they won't succeed," said Kris Fitzgerald, vice president and chief technology officer, NTT (News - Alert) DATA Services. Key study findings include:
"The potential that comes with automation is quite large but it takes an end to end commitment by all parties to ensure sustainable value," said Fitzgerald. To download a copy of the report, visit "Clearing the Customer Service Hurdle in an Automated World" on the NTT DATA Services website. NTT DATA Services conducted the study in October 2017, surveying 1,249 consumers and 103 business executives involved in decision-making, budgeting, strategy or execution of customer service, to answer questions about impact, expectations, readiness, and challenges to overcome with automation. Read more about NTT DATA's Intelligent Automation Services here. About NTT DATA Services NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, application, infrastructure and business process outsourcing services. NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 110,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit nttdataservices.com to learn more. Connect with us:
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