Talking RPA on the CX Files podcast

3 minute read, posted on 02/25/2020, by Neil Rae

contact center customer experience

I recently had the pleasure of being interviewed about RPA by Mark Hillary for the CX Files podcast. I’m very interested in how podcasts are starting to take off as a really distinct audio platform that is quite different from radio. The music streaming service Spotify has invested heavily in podcasts in recent years and they are seeing listener numbers grow by 50% every few months. You can find my episode of CX Files on Spotify and all the other major podcast apps.

Mark asked me about Robotic Process Automation (RPA) on the podcast. First I explained to him that at VXI Global Solutions we see automation as a tool that can help us internally as well as a tool we can use to help deliver solutions for our clients.

For example, we have used RPA to improve our own recruitment process. Many of the processes that candidates need to go through to apply for a job have been automated and this makes life easier for the candidates, but also for our own team. That focus on employee experience is really important – just as important as any strategy that is focused on customer experience.

Many of our clients come to us when they need help with RPA as they want to tap into our experience. We have built an internal center of excellence with designers and engineers all working together to design solutions. At present, this team spends about 80% of their time working for our clients and 20% of their time seeking out ways to improve and automate our own internal processes.

RPA is often assumed to be a kind of silver bullet, capable of automating processes that then lead to a headcount reduction, but I see the opportunities here very differently and it all comes back to our focus on employee experience. Take the contact center as an example. Agents undertake many manual processes, typing in information, transferring data from one place to another and so on. Anytime you can use a bot to automate some of their work, you are making it easier for the agent to just listen to the customer instead of worrying about cutting and pasting a client number into the right little box on screen.

That’s the real advantage with RPA. Inside your own organization you can streamline processes so errors are reduced and your team is augmented. They can literally do more and be more interested in their work because many of the routine tasks are automated. This all improves the employee experience, but then you can also explore how to improve the customer experience through the use of automated tools that can immediately help a customer 24/7.

RPA offers many opportunities to improve your business inside out and outside in. These are just a few of the ideas we discussed on the podcast, but please leave a comment here if you want to discuss RPA or get in touch with me directly through my LinkedIn profile.

Click here to listen to my episode of the CX Files podcast or just search for ‘CX Files’ on your favorite podcast app including Apple Podcasts, Spotify, SoundCloud, Stitcher, or Google Play.


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