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SERVICE AUTOMATION: ROBOTS AND THE FUTURE OF WORK.

In a new book SERVICE AUTOMATION: ROBOTS AND THE FUTURE OF WORK, authors KCP Managing Partner Professor Leslie Willcocks and Professor Mary Lacity puncture the hype and fear that surrounds the spread of robots in business services with in-depth research. This book captures a year’s worth of learning about service automation based on a survey, client case studies, and interviews with service automation clients, providers, and advisors.

The authors embed today’s empirical lessons into the broader history and context of automation, as a vital key in understanding the fast-rising phenomenon of service automation. The authors give a balanced, informed and compelling view on gaining the many benefits, as well as managing the downsides, of present and future technologies.