The automation work is a mix of robotics, machine learning, and artificial intelligence (AI). It takes care of the boring tasks we don’t want to do, the work we don’t want to mess up with human error, and customer interactions that need immediate responses, among other things.
In the last few years, automation has changed at a lightning-fast rate, and it doesn’t look like it’s going to slow down. So, what does automation’s future look like? In this article, we’ll talk about that and more.
- Putting high-value tasks on autopilot
Right now, boring work that is done over and over again is an easy target for automation. It may be more difficult to automate front-office tasks, but it’s becoming more common.
In the near future, more businesses will use technology to automate good customer experiences (CX).
The HubSpot Blog’s 2022 Marketing Trends Report says that about 17% of marketers are using automation or AI as part of their marketing strategy right now.
In another HubSpot Blog survey about media and content planning, more than a quarter of marketers said they plan to use automation as part of their media planning strategy.
With data showing that customers are putting customer experience (CX) higher on their list of priorities and want more personalization from brands, companies are forced to think about automation for bigger, more important parts of their businesses.
2.Putting marketing, sales, and success alignment at the top of the list
Automation can’t work if it’s only used in one area.
That’s why it’s important for teams to be in sync, especially marketing, sales, and customer success teams, since they have a big impact on the customer journey.
Automating marketing emails is no longer enough. What about handing off contacts as they move down the funnel? Or follow-ups after a high-intent action is taken by a lead?
Because marketing teams are only one part of the journey, it’s important that automation workflows take into account user behavior beyond marketing.
Automation is an important part of CRMs.
A LinkedIn report from 2021 says that 75% of salespeople use technology, usually a CRM, to close more deals.
Even so, salespeople today spend a lot of time doing administrative work and data entry instead of selling.
As sales and marketing teams learn how automation can help with repetitive tasks, more and more of the best CRM tools are adding powerful automation features.
With these, companies will be able to automate routine tasks to speed up sales cycles, send personalized marketing messages, and solve customer service problems before they happen without lifting a finger.
- Automation to make things more unique
Twilio’s 2022 State of Personalization report says that after a personalized shopping experience with a retail brand, nearly half of consumers say they are likely to buy from that brand again.
After the pandemic, there was a greater need for customization, and brands must respond or risk falling behind.
Personalization can’t work on a large scale without automation. This is true for everything from audience segmentation and drip campaigns to product recommendations and cart abandonment alerts.
Because of this new move toward personalization, brands will put more emphasis on automation.
- Automation throughout an organization’s app stack
Businesses have more tools at their disposal than ever before.
In the future of automation, more companies will have a position called “Head of Business Systems” to manage their many tools, and this role will have a lot of power to make changes and have a big impact.
The SaaS tools we choose will help our businesses be more productive, profitable, and important than ever before.
For the best results, companies will connect their tools so that data can move back and forth automatically and more accurately.
- Chatbots in business as full-time employees
A 2021 report on how engaged customers are with Vonage says that one in five customers use live chat or in-app chat every day.
Live chat is the most common way for customers and business reps to talk to each other in real time, but more and more companies are setting up chatbots.
Companies can use bots to answer frequently asked questions and even solve problems without involving a team member. The best chatbots are being used more and more as full-time customer service reps.
The key to a bot’s success is its intelligence, which is limited but getting better quickly.
In the future of automation, bots will become more useful and smarter, and they may soon be able to understand what you say.
- Using AI to make decisions on its own
Decision-making is tiring.
You need to have the right data at your fingertips to look past your own preferences and get other stakeholders to agree with you. AI will help solve this problem more and more by giving us high-quality data that can help us make the best decisions.
In the 2021 State of B2B Marketing Automation Report, 58% of B2B professionals said that quality data is the number one thing that makes their marketing automation tool work better.
Some decisions can be made and carried out right away with automation, but many will and should be given back to people to think about from an emotional and caring point of view.
- Making it easier to collect and report data
Data quality and integrity can only be ensured by automating data management.
But reporting doesn’t have to involve exports from Excel that are hard to understand and hours of work to change data.
By putting all of your customer data into one place with an iPaaS solution, your tools will be able to make more accurate reports based on the data they have.
RPA is helping businesses get more done.
RPA, which is also called “robotics” or “robots,” is the automation of rules-based processes with software that uses the user interface and can run on any software, including web-based applications, ERP systems, and mainframe systems.
This could mean opening emails and attachments, moving files and folders, or filling out forms.
RPA is likely to become a more common part of our workflows in the future, either through stand-alone tools, features of the tools we already use, or apps that work together.
Is automation going to change the way we work?
The short answer is “yes,” but in a good way.
61% of people around the world who took part in a PWC survey in 2021 thought that automation was putting people’s jobs at risk. But the truth is that automation is not taking away jobs; instead, it is changing what people do.
Automation is meant to take care of tasks that machines can do better than people. This gets rid of human error and makes it possible to grow.
A common misunderstanding about automation is that you can just set it up and forget about it. But that is the furthest thing from the truth.
It does give you more time, but you use that time to feed and optimize to get better results. So, automation doesn’t mean getting rid of people; it means giving people the tools they need to do more important work.