Mary C. Lacity

About

Mary C. Lacity is a pioneering scholar in information systems and digital transformation, recognized internationally as one of the foremost authorities on robotic process automation (RPA) and cognitive automation. Her research has fundamentally shaped how organizations understand and implement service automation technologies, bridging the gap between academic theory and real-world enterprise practice. Lacity's most significant contributions center on demystifying RPA's potential for global business services, demonstrating through rigorous case studies — including landmark examinations of Telefónica O2, Xchanging, and Royal DSM — how organizations can strategically deploy software robots to enhance efficiency, reduce costs, and meaningfully transform back-office operations. Her collaborative work with Leslie Willcocks produced foundational texts that have become essential references for practitioners and researchers alike, with her top papers accumulating hundreds of citations across the field. Beyond technical implementation, Lacity addresses critical human concerns surrounding automation, arguing compellingly that thoughtful human-robot collaboration produces better outcomes than wholesale replacement fears suggest. Her action principles methodology, detailed in her 2021 work, offers researchers a rigorous framework for studying emerging technologies. With cumulative citations exceeding 800 across her top works, Lacity's scholarship continues to guide executives, practitioners, and students navigating one of the most consequential technological shifts in modern organizational life.

Research Focus

Key Achievements

Top Papers

1. 1
   Robotic Process Automation: Strategic Transformation Lever for Global Business Services?

   163 citations · 2017
2. 2
   The IT function and robotic process automation

   127 citations · 2015
3. 3
   Service automation robots and the future of work

   124 citations · 2016
4. 4
   A New Approach to Automating Services

   120 citations · 2018
5. 5
   Robotic Process Automation at Telefónica O2.

   67 citations · 2015
6. 6
   Robotic process automation at Xchanging

   54 citations · 2015
7. 7
   Robotic process and cognitive automation: the next phase

   54 citations · 2018
8. 8
   Influencing information systems practice: The action principles approach applied to robotic process and cognitive automation

   43 citations · 2021
9. 9
   Robotic process automation and risk mitigation: the definitive guide

   39 citations · 2017
10. 10
    Robotizing global financial shared services at Royal DSM

    33 citations · 2017

Key Collaborators

Contact & Links