> you can look at digitization and automation as a cost cutting exercise to improve the bottom line or instead view it as a way to invest in and improve the cu

> you can look at digitization and automation as a cost cutting exercise to improve the bottom line or instead view it as a way to invest in and improve the customer experience Also as a way of 'getting rid of the boring bits' of a task allowing system users to spend more time on tasks that add value to the business and / or the customers.