Automation adoption grows despite intelligence and optimization gaps

The landscape of business and customer experience (CX) automation is seeing rapid adoption alongside significant implementation challenges. Winna has emerged as an all-in-one automation platform focusing on robotic process automation (RPA), intelligent document processing (IDP), and workflow automation. The platform emphasizes citizen development, allowing non-technical business users to create and deploy automations to reduce reliance on IT departments.

However, a report from CallMiner indicates an intelligence gap in the CX sector. While 99% of CX organizations now utilize automation, only 23% describe their interactions as both highly automated and consistently optimized using CX insights. Despite widespread data collection, 68% of organizations report they do not use their CX data to its full advantage. Furthermore, 94% of organizations struggle to align CX data and feedback across different teams, preventing customer intelligence from effectively informing broader business automation decisions.