Automation of Reporting Tasks and Its Impact on Bandwidth for Customer Experience Managers

Abstract

Organizations increasingly automate reporting to reduce the manual effort of collecting, verifying, and circulating operational data, a burden that falls heavily on Customer Experience (CX) managers in Software-as-a-Service firms. This study examines whether employee perceptions of automation across five dimensions - Productivity/Time Savings, Ease of Use, Speed & Timeliness, Quality & Error Reduction, and Trust & Satisfaction - predict their overall perception that automation improves operational efficiency and releases bandwidth for higher-value work. Data were collected from 84 working professionals using a 20-item, five-point Likert-scale questionnaire administered through Google Forms. The instrument demonstrated excellent reliability (Cronbach's alpha = 0.918). Descriptive statistics, Pearson correlation, and multiple linear regression were used for analysis, with regression assumptions (normality, multicollinearity, homoscedasticity, autocorrelation) verified. All five constructs correlated positively and significantly with the overall outcome (r = 0.498-0.646), and together explained 50.3% of its variance (R² = 0.503). Speed & Timeliness (β = 0.526), Productivity/Time Savings (β = 0.450), and Ease of Use (β = 0.413) emerged as the strongest predictors. Findings suggest that organizations seeking to maximize perceived bandwidth release should prioritize automating high-frequency, time-consuming tasks and keep interfaces simple, rather than investing primarily in trust-building initiatives.