NTT DATA Study Shows Leadership Alignment is Key to Creating Successful Automation Ecosystem

According to research findings recently released 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, "Clearing the Customer Service Hurdle in an Automated World," 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. 

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