Fundamentals

Imagine a small bakery, aroma of fresh bread usually masking the frantic energy behind the scenes; automation isn’t about replacing the baker’s touch, but about making sure the oven timer never fails, the ingredient inventory is always accurate, and customer orders are taken without a hitch. For small to medium businesses, automation success Meaning ● Automation Success, within the context of Small and Medium-sized Businesses (SMBs), signifies the measurable and positive outcomes derived from implementing automated processes and technologies. isn’t some abstract concept measured in corporate boardrooms; it’s felt in the daily grind, in fewer late nights, happier customers, and a bit more money in the bank at the end of the month. Many SMB owners initially view automation as a luxury, a tool for big corporations with deep pockets, yet this perspective overlooks the immediate, tangible benefits automation offers at the foundational level of business operations.

Consider the statistic that SMBs spend an average of 120 working days a year on administrative tasks ● that’s nearly half a year consumed by activities that often don’t directly generate revenue. Automation targets these inefficiencies, freeing up valuable time and resources that can be redirected towards core business functions like sales, customer service, and product development.

Time Efficiency ● Reclaiming Your Most Valuable Asset

Time is finite, especially in the SMB world where owners often wear multiple hats. One of the most immediate and universally felt impacts of successful automation is the liberation of time. Think about tasks like invoicing, appointment scheduling, or social media posting. These are necessary, but often repetitive and time-consuming.

Automation tools step in to handle these processes, not just faster, but consistently, without the need for constant oversight. For a small service business, automating appointment reminders can drastically reduce no-shows, directly translating to increased billable hours. For an e-commerce store, automated order processing means faster shipping times and happier customers, without requiring staff to manually enter data for each transaction. This saved time isn’t just about working less; it’s about working smarter, allowing business owners and their teams to focus on activities that truly move the needle.

Cost Reduction ● Beyond the Price Tag of Automation

The initial investment in automation software or tools can seem daunting for a budget-conscious SMB. However, focusing solely on the upfront cost misses the larger picture of long-term cost savings. Automation reduces operational expenses in several key areas. First, consider labor costs.

While automation isn’t about replacing people, it allows existing staff to be redeployed to higher-value tasks, rather than being bogged down in routine manual work. Reduced errors also contribute significantly to cost savings. Manual data entry is prone to mistakes, which can lead to costly errors in invoicing, inventory management, and customer communications. Automation minimizes these errors, ensuring accuracy and preventing financial losses.

Energy consumption can also be optimized through automation, particularly in manufacturing or facilities management, where automated systems can control lighting, heating, and machinery based on actual need, rather than fixed schedules. The true measure of automation success, therefore, isn’t just about the initial outlay, but the cumulative reduction in operational costs over time.

Improved Accuracy ● The Foundation of Trust and Reliability

In the SMB landscape, reputation is everything. Mistakes, no matter how small, can erode customer trust and damage brand image. Automation significantly enhances accuracy across various business processes. Imagine a small accounting firm.

Manual bookkeeping is susceptible to human error, which can lead to inaccurate financial reporting and compliance issues. Automated accounting software ensures that financial records are accurate, up-to-date, and compliant with regulations, building client confidence and avoiding potential penalties. In customer service, automated chatbots can handle routine inquiries with consistent accuracy, ensuring that customers receive correct information and timely responses, even outside of business hours. This level of accuracy builds reliability, a crucial factor for SMBs looking to establish a strong and dependable brand in their market. Accuracy isn’t merely about avoiding mistakes; it’s about building a reputation for professionalism and trustworthiness, which are invaluable assets for any SMB.

Automation success at the fundamental level for SMBs is about reclaiming time, reducing costs, and improving accuracy in daily operations.

Simplicity of Implementation ● Automation That Works For You, Not Against You

The thought of implementing complex automation systems can be intimidating for SMB owners who may lack technical expertise or dedicated IT staff. Successful automation for SMBs Meaning ● Strategic tech integration for SMB efficiency, growth, and competitive edge. prioritizes simplicity and ease of use. Modern automation tools Meaning ● Automation Tools, within the sphere of SMB growth, represent software solutions and digital instruments designed to streamline and automate repetitive business tasks, minimizing manual intervention. are designed to be user-friendly, often with drag-and-drop interfaces and pre-built templates that require minimal technical skills to set up and manage. Cloud-based automation solutions eliminate the need for expensive hardware or complex installations, making them accessible to businesses of all sizes and technical capabilities.

The focus should be on choosing automation tools that integrate seamlessly with existing systems and workflows, rather than requiring a complete overhaul of current processes. Successful SMB automation Meaning ● SMB Automation: Streamlining SMB operations with technology to boost efficiency, reduce costs, and drive sustainable growth. is about finding solutions that are practical, intuitive, and deliver tangible benefits without adding unnecessary complexity or requiring extensive training. It’s about tools that empower business owners and their teams, not overwhelm them with technical hurdles.

Customer Satisfaction ● Automation That Enhances the Human Touch

Some worry that automation will lead to impersonal customer interactions, especially in SMBs where personal relationships are often a key differentiator. However, when implemented strategically, automation can actually enhance customer satisfaction. Consider response times. Automated systems can provide instant responses to customer inquiries, even outside of business hours, addressing immediate needs and demonstrating responsiveness.

Personalization can also be improved through automation. CRM systems can track customer interactions and preferences, allowing for more tailored communications and offers, making customers feel understood and valued. Automation can free up customer service Meaning ● Customer service, within the context of SMB growth, involves providing assistance and support to customers before, during, and after a purchase, a vital function for business survival. staff from routine tasks, allowing them to focus on more complex issues and provide higher-quality, personalized support when it’s truly needed. The aim of automation in customer service isn’t to replace human interaction entirely, but to streamline processes, improve efficiency, and empower staff to deliver exceptional customer experiences. Successful automation enhances, rather than diminishes, the human touch in customer relationships.

Employee Empowerment ● Automation as a Tool for Growth, Not Replacement

Concerns about job displacement are common when discussing automation. For SMBs, it’s vital to frame automation not as a threat to employees, but as a tool for empowerment and growth. Automation eliminates mundane, repetitive tasks, freeing up employees to focus on more engaging, challenging, and strategic work. This can lead to increased job satisfaction and employee retention.

By automating routine processes, businesses can also improve employee productivity Meaning ● Employee productivity, within the context of SMB operations, directly impacts profitability and sustainable growth. and efficiency, allowing them to achieve more in less time. Automation can also provide employees with access to better data and insights, enabling them to make more informed decisions and contribute more effectively to business goals. Training employees to work with automation tools can also enhance their skills and make them more valuable assets to the company. Successful automation empowers employees by removing drudgery, enhancing their capabilities, and creating opportunities for professional development and growth. It’s about augmenting human potential, not replacing it.

For SMBs venturing into automation, the initial focus should be on these fundamental metrics ● time efficiency, cost reduction, improved accuracy, simplicity of implementation, customer satisfaction, and employee empowerment. These are not abstract concepts; they are tangible benefits that directly impact the daily operations and long-term success of small and medium businesses. By prioritizing these metrics, SMBs can ensure that their automation investments deliver real value and contribute to sustainable growth.

1. Time Saved Per Task ● Measure the reduction in time spent on specific tasks after automation.
2. Cost Savings Per Month/Year ● Track the decrease in operational costs directly attributable to automation.
3. Error Rate Reduction ● Monitor the decrease in errors in processes like data entry or order fulfillment.
4. Customer Satisfaction Scores ● Assess changes in customer satisfaction Meaning ● Customer Satisfaction: Ensuring customer delight by consistently meeting and exceeding expectations, fostering loyalty and advocacy. metrics after implementing customer-facing automation.
5. Employee Productivity Increase ● Evaluate improvements in employee output and efficiency after automation implementation.

Intermediate

Beyond the initial gains in efficiency and cost savings, automation for SMBs enters a more strategic phase, one where metrics shift from basic operational improvements to indicators of sustainable growth Meaning ● Sustainable SMB growth is balanced expansion, mitigating risks, valuing stakeholders, and leveraging automation for long-term resilience and positive impact. and competitive positioning. While early automation efforts might focus on eliminating immediate pain points, the intermediate stage demands a more sophisticated understanding of how automation contributes to broader business objectives. Consider the shift from simply reducing invoice processing time to analyzing how streamlined financial workflows impact cash flow and strategic investment decisions. This stage is about moving beyond tactical wins and embracing automation as a strategic enabler of business expansion and market differentiation.

Statistics reveal that SMBs that strategically implement automation are 50% more likely to experience revenue growth exceeding industry averages. This isn’t merely about doing things faster; it’s about doing the right things, strategically, to unlock new growth opportunities.

Scalability ● Building a Foundation for Future Expansion

For SMBs with growth ambitions, scalability is paramount. Automation plays a crucial role in building scalable business processes. Manual processes often become bottlenecks as businesses grow, limiting their ability to handle increased volume without proportionally increasing staff and resources. Automated systems, designed for scalability, can handle significant increases in workload without compromising efficiency or quality.

Consider a growing e-commerce business. Manual order fulfillment processes can quickly become overwhelmed during peak seasons or promotional periods. Automated inventory management and order processing systems can scale to handle surges in demand, ensuring smooth operations and maintaining customer satisfaction even during periods of rapid growth. Scalability isn’t just about handling current volume; it’s about building a resilient infrastructure that can support future expansion and adapt to changing market demands. Successful intermediate-level automation focuses on metrics that demonstrate this enhanced scalability, ensuring the business is prepared for sustained growth.

Employee Productivity ● Measuring Output and Strategic Contribution

At the intermediate stage, employee productivity metrics become more refined, moving beyond simple task completion rates to assessing the strategic contribution of employees. Automation frees up employees from routine tasks, allowing them to focus on higher-value activities that directly contribute to business growth, such as sales, marketing, customer relationship building, and product innovation. Measuring employee productivity now involves evaluating output in these strategic areas. For example, instead of just tracking the number of customer service tickets closed, metrics might focus on customer retention Meaning ● Customer Retention: Nurturing lasting customer relationships for sustained SMB growth and advocacy. rates or customer lifetime value, reflecting the impact of improved customer service on long-term business success.

Sales productivity metrics might shift from the number of calls made to the value of deals closed or the average deal size, indicating the effectiveness of sales efforts in generating revenue. Employee productivity at this stage is about maximizing the strategic impact of human capital, leveraging automation to empower employees to contribute at their highest potential. Success is measured not just in hours saved, but in the strategic value generated by a more focused and empowered workforce.

Customer Lifetime Value ● Automation’s Impact on Long-Term Relationships

Customer acquisition is important, but customer retention is often more cost-effective and crucial for sustained SMB growth. Intermediate-level automation strategically focuses on enhancing customer lifetime value Meaning ● Customer Lifetime Value (CLTV) for SMBs is the projected net profit from a customer relationship, guiding strategic decisions for sustainable growth. (CLTV). CRM systems, marketing automation platforms, and personalized communication tools enable SMBs to build stronger, longer-lasting relationships with customers. By automating personalized email marketing campaigns, businesses can nurture leads, engage existing customers, and promote repeat purchases, directly increasing CLTV.

Automated customer service tools, like chatbots and help desk systems, can improve customer satisfaction and loyalty, reducing churn and extending customer relationships. Analyzing CLTV as a key metric provides a more holistic view of automation success, demonstrating its impact on building sustainable customer relationships Meaning ● Customer Relationships, within the framework of SMB expansion, automation processes, and strategic execution, defines the methodologies and technologies SMBs use to manage and analyze customer interactions throughout the customer lifecycle. and driving long-term revenue growth. Automation at this stage isn’t just about transactional efficiency; it’s about relationship building and maximizing the value derived from each customer over time.

Intermediate automation success for SMBs is defined by enhanced scalability, strategic employee productivity, and increased customer lifetime value.

Process Optimization ● Iterative Improvement and Data-Driven Refinement

Implementing automation is not a one-time event; it’s an ongoing process of optimization and refinement. At the intermediate level, successful automation involves continuous monitoring, data analysis, and iterative improvements to processes. This data-driven approach ensures that automation systems are not just implemented, but are constantly adapted and optimized to deliver maximum value. Process mining tools can analyze existing workflows to identify bottlenecks and areas for further automation.

Performance dashboards can track key metrics in real-time, providing insights into the effectiveness of automation initiatives and highlighting areas for improvement. A/B testing can be used to optimize automated marketing Meaning ● Automated Marketing is strategically using technology to streamline and personalize marketing efforts, enhancing efficiency and customer engagement for SMB growth. campaigns or customer service scripts, ensuring that they are delivering the best possible results. Process optimization is about embracing a culture of continuous improvement, using data to guide automation efforts and ensure that systems are constantly evolving to meet changing business needs and maximize efficiency. Success is measured not just by initial implementation, but by the ongoing commitment to data-driven optimization and process refinement.

Revenue Growth ● Linking Automation Directly to the Bottom Line

Ultimately, business success is measured by revenue growth. At the intermediate stage, automation metrics should directly link to revenue generation. While initial automation efforts might focus on cost savings, the strategic goal is to leverage automation to drive revenue growth. Marketing automation can generate more leads and improve conversion rates, leading to increased sales revenue.

Sales automation tools can streamline the sales process, enabling sales teams to close more deals and generate higher revenue. Improved customer service, facilitated by automation, can lead to increased customer retention and repeat purchases, contributing to revenue growth. Analyzing revenue growth directly attributable to automation initiatives provides a clear and compelling measure of success. This involves tracking metrics like sales revenue generated through automated marketing campaigns, increased sales conversion rates due to sales automation, or revenue growth from repeat customers attributed to improved customer service automation. Revenue growth is the ultimate validation of strategic automation Meaning ● Strategic Automation: Intelligently applying tech to SMB processes for growth and efficiency. investments, demonstrating its direct impact on the bottom line.

Competitive Advantage ● Automation as a Differentiator in the Market

In a competitive market, SMBs need to find ways to differentiate themselves. Strategic automation can provide a significant competitive advantage. By automating processes more efficiently and effectively than competitors, SMBs can offer better products, services, and customer experiences. Faster turnaround times, lower prices, personalized customer interactions, and innovative product offerings can all be enabled by strategic automation.

Analyzing metrics related to market share, customer acquisition Meaning ● Gaining new customers strategically and ethically for sustainable SMB growth. cost compared to competitors, and customer satisfaction ratings relative to industry benchmarks can indicate the extent to which automation is contributing to competitive advantage. Automation at this stage is not just about internal efficiency; it’s about gaining an edge in the market, attracting more customers, and outperforming competitors. Success is measured by the ability to leverage automation to create a sustainable competitive advantage Meaning ● SMB Competitive Advantage: Ecosystem-embedded, hyper-personalized value, sustained by strategic automation, ensuring resilience & impact. and establish a leading position in the market.

Intermediate-level metrics for automation success move beyond basic efficiency gains to focus on strategic business outcomes ● scalability, employee productivity in strategic roles, customer lifetime value, process optimization, revenue growth, and competitive advantage. These metrics reflect a more mature and strategic approach to automation, where technology is not just a tool for cost reduction, but a key driver of sustainable growth and market leadership for SMBs.

• Customer Retention Rate ● Track the percentage of customers retained over a specific period, influenced by automation.
• Employee Output Per Strategic Task ● Measure the output of employees in revenue-generating or strategic activities.
• Revenue Per Automated Process ● Analyze revenue directly attributable to automated sales or marketing processes.
• Market Share Growth Rate ● Monitor changes in market share compared to competitors after automation implementation.
• Customer Acquisition Cost (CAC) Reduction ● Assess the decrease in CAC due to automated marketing and sales efforts.

Advanced

For SMBs that have navigated the initial and intermediate phases of automation, the advanced stage represents a transformation into digitally sophisticated, agile, and data-driven organizations. Metrics at this level transcend simple ROI calculations and delve into the realm of strategic agility, innovation velocity, and ecosystem integration. Automation ceases to be merely a tool for efficiency; it becomes the nervous system of the business, driving strategic decision-making, fostering a culture of continuous innovation, and enabling seamless interaction within a broader business ecosystem. Consider the shift from tracking revenue growth to measuring the speed at which a business can adapt to market disruptions or launch new, digitally-enabled products and services.

Statistics from leading business research institutions indicate that digitally mature SMBs, those operating at this advanced automation Meaning ● Advanced Automation, in the context of Small and Medium-sized Businesses (SMBs), signifies the strategic implementation of sophisticated technologies that move beyond basic task automation to drive significant improvements in business processes, operational efficiency, and scalability. level, demonstrate a 70% higher rate of new product and service introduction compared to their less digitally advanced counterparts. This phase is about leveraging automation to not just optimize current operations, but to fundamentally reshape the business for sustained competitive dominance in a rapidly evolving digital landscape.

Strategic Agility ● Measuring Responsiveness to Market Dynamics

In today’s volatile business environment, strategic agility Meaning ● Strategic Agility for SMBs: The dynamic ability to proactively adapt and thrive amidst change, leveraging automation for growth and competitive edge. is a critical determinant of success. Advanced automation empowers SMBs to become highly agile, capable of rapidly adapting to changing market conditions, customer demands, and competitive threats. This agility is not just about reacting quickly; it’s about proactively anticipating market shifts and pivoting business strategies with minimal disruption. Metrics for strategic agility focus on the speed and efficiency of organizational response.

Time-to-market for new products or services becomes a key indicator, reflecting the ability to innovate and launch offerings rapidly. Cycle time for strategic decision-making, from identifying a market opportunity to implementing a strategic change, measures the organization’s responsiveness. Adaptability metrics track the speed at which business processes can be reconfigured or scaled to meet new demands. Strategic agility, driven by advanced automation, is about building a business that is not just efficient, but also highly adaptable and resilient in the face of constant change. Success is measured by the organization’s capacity to thrive in dynamic and uncertain market conditions.

Innovation Velocity ● Quantifying the Pace of Creative Output

Innovation is no longer a sporadic event; it must become a continuous process for SMBs to maintain a competitive edge in the digital age. Advanced automation fosters a culture of innovation and accelerates the pace of creative output. By automating routine tasks and providing employees with access to data-driven insights, automation frees up human capital for creative problem-solving and innovation initiatives. Metrics for innovation velocity Meaning ● Innovation Velocity, within the context of Small and Medium-sized Businesses (SMBs), represents the speed at which an SMB effectively transforms innovative ideas into implemented solutions that drive business growth. quantify the pace at which new ideas are generated, tested, and implemented.

Number of new product or service prototypes developed per year measures the rate of idea generation. Time from idea conception to market launch tracks the efficiency of the innovation pipeline. Employee participation in innovation initiatives, measured by the number of employees contributing ideas or participating in innovation projects, reflects the pervasiveness of the innovation culture. Innovation velocity, fueled by advanced automation, is about creating a business that is not just operationally efficient, but also a continuous engine of creativity and new value creation. Success is measured by the organization’s ability to consistently generate and commercialize innovative solutions.

Ecosystem Integration ● Measuring Connectivity and Collaborative Value

In the interconnected digital economy, businesses operate within broader ecosystems of partners, suppliers, customers, and platforms. Advanced automation extends beyond internal processes to facilitate seamless integration and collaboration within these ecosystems. APIs, cloud-based platforms, and automated data exchange systems enable SMBs to connect with partners, share data securely, and create collaborative value chains. Metrics for ecosystem integration Meaning ● Strategic connection of SMB business components for growth, efficiency, and resilience. focus on the depth and effectiveness of these external connections.

Number of integrated partner systems measures the extent of ecosystem connectivity. Data exchange efficiency, tracked by the speed and accuracy of data flow between systems, reflects the smoothness of information sharing. Collaborative project success rate, measured by the outcomes of joint initiatives with partners, indicates the effectiveness of ecosystem collaboration. Ecosystem integration, enabled by advanced automation, is about building a business that is not just internally optimized, but also seamlessly connected and collaboratively engaged within its broader business environment. Success is measured by the organization’s ability to leverage ecosystem partnerships to create synergistic value and expand its reach and capabilities.

Advanced automation success for SMBs is defined by strategic agility, innovation velocity, and ecosystem integration.

Predictive Analytics and Proactive Decision-Making

Advanced automation leverages data and analytics to move beyond reactive problem-solving to proactive, predictive decision-making. Real-time data streams, machine learning algorithms, and predictive analytics Meaning ● Strategic foresight through data for SMB success. tools enable SMBs to anticipate future trends, identify potential risks, and make data-driven decisions that optimize outcomes. Metrics for predictive analytics focus on the accuracy and impact of forecasting and proactive interventions. Forecast accuracy, measured by the deviation between predicted and actual outcomes, assesses the reliability of predictive models.

Proactive risk mitigation effectiveness, tracked by the reduction in negative events due to predictive alerts and preemptive actions, demonstrates the value of proactive decision-making. Opportunity identification rate, measured by the number of new opportunities identified through data analysis and successfully pursued, reflects the ability to leverage data for proactive growth. Predictive analytics, powered by advanced automation, is about transforming data into actionable foresight, enabling SMBs to anticipate challenges, capitalize on opportunities, and make strategic decisions with greater confidence and precision. Success is measured by the organization’s ability to leverage data to proactively shape its future.

Dynamic Resource Allocation ● Optimizing Real-Time Resource Deployment

Traditional resource allocation Meaning ● Strategic allocation of SMB assets for optimal growth and efficiency. models are often static and based on historical data. Advanced automation enables dynamic resource allocation, where resources are deployed in real-time based on current demand, predicted needs, and strategic priorities. AI-powered resource management systems can analyze real-time data to optimize staffing levels, adjust production schedules, allocate marketing budgets, and dynamically price products or services. Metrics for dynamic resource allocation Meaning ● Agile resource shifting to seize opportunities & navigate market shifts, driving SMB growth. focus on the efficiency and responsiveness of resource deployment.

Resource utilization rate, measured by the percentage of resources effectively deployed at any given time, reflects the efficiency of allocation. Demand response time, tracked by the speed at which resources can be reallocated to meet changing demand, measures responsiveness. Cost optimization through dynamic allocation, measured by the reduction in resource waste and improved efficiency, demonstrates the financial benefits. Dynamic resource allocation, facilitated by advanced automation, is about creating a business that is not just resource-efficient, but also highly responsive and adaptable in its resource deployment, maximizing productivity and minimizing waste in real-time. Success is measured by the organization’s ability to optimize resource utilization and responsiveness through dynamic allocation.

Autonomous Operations ● Towards Self-Optimizing Business Processes

The ultimate frontier of advanced automation is the move towards autonomous operations, where business processes become increasingly self-optimizing and self-managing. AI-driven systems can learn from data, identify patterns, and automatically adjust processes to improve efficiency, optimize performance, and adapt to changing conditions, with minimal human intervention. Metrics for autonomous operations Meaning ● Autonomous Operations, within the SMB domain, signifies the application of advanced automation technologies, like AI and machine learning, to enable business processes to function with minimal human intervention. focus on the level of self-management and continuous improvement Meaning ● Ongoing, incremental improvements focused on agility and value for SMB success. achieved by automated systems. Process autonomy level, measured by the percentage of processes that operate without human intervention, reflects the degree of automation maturity.

Continuous improvement rate, tracked by the ongoing gains in efficiency and performance achieved through self-optimization, demonstrates the value of autonomous systems. Exception handling rate, measured by the system’s ability to autonomously resolve exceptions and handle unforeseen events, indicates the robustness and resilience of autonomous operations. Autonomous operations, enabled by the most advanced levels of automation, represent the pinnacle of digital transformation, creating businesses that are not just efficient and agile, but also continuously learning, adapting, and improving, driving sustained competitive advantage and long-term success. Success is measured by the organization’s journey towards increasingly self-managing and self-optimizing business processes.

Advanced metrics for automation success for SMBs are characterized by a focus on strategic capabilities ● strategic agility, innovation velocity, ecosystem integration, predictive analytics, dynamic resource allocation, and autonomous operations. These metrics reflect a paradigm shift from viewing automation as a tool for operational efficiency to recognizing it as a strategic imperative for building digitally advanced, agile, and future-proof SMBs, capable of thriving in the complex and rapidly evolving digital economy.

• Time-To-Market for New Products ● Measure the duration from idea conception to market launch for new offerings.
• Strategic Decision Cycle Time ● Track the time taken to move from identifying a strategic need to implementing a decision.
• Data Exchange Efficiency Rate ● Measure the speed and accuracy of data flow between integrated systems.
• Forecast Accuracy for Key Business Metrics ● Assess the precision of predictive models Meaning ● Predictive Models, in the context of SMB growth, refer to analytical tools that forecast future outcomes based on historical data, enabling informed decision-making. in forecasting critical indicators.
• Process Autonomy Level ● Determine the percentage of business processes operating without human intervention.

References

• Brynjolfsson, Erik, and Andrew McAfee. The Second Machine Age ● Work, Progress, and Prosperity in a Time of Brilliant Technologies. W. W. Norton & Company, 2014.
• Davenport, Thomas H., and Julia Kirby. Only Humans Need Apply ● Winners and Losers in the Age of Smart Machines. Harper Business, 2016.
• Manyika, James, et al. A Future That Works ● Automation, Employment, and Productivity. McKinsey Global Institute, 2017.