Adobe’s CIO Cynthia Stoddard wants to make software bots loved, not hated, by workers
Automating processes such as answering basic online queries from customers using software “robots” can drive savings and eliminate drudgery for employees. Yet bots often trigger backlash from workers who fear job losses and leave executives disappointed when hoped-for efficiencies fail to materialize.
“You need to think carefully about how you structure [the platform] so people can deposit their bots on it and work with you,” says Stoddard. Otherwise, she warns, companies are likely to see a proliferation of “shadow bots,” or standalone automation projects, that are hard to weave into a coherent overall strategy.
To stop this happening at Adobe, Stoddard, who joined the company in 2016 after stints in IT leadership at NetApp and Safeway, has worked with other senior executives to establish a “center of excellence” that coordinates its bot strategy. The center manages the automation platform, shares best practices on deployments and monitors bots’ performance.
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