Artificial Intelligence (AI)

Latest Research

  • For Customer Experience Professionals

    REPORT: Digital CX Trends, 2018

    Landscape: The Digital Customer Experience Improvement Playbook

    April 19, 2018 Andrew Hogan, Jennifer Wise, Kelly Price, Joana van den Brink-Quintanilha, Alex Causey

    In our 2017 edition of this digital CX trends report, Forrester identified how technology was advancing user interfaces by adding AI enablers and how innovation labs and employee tools that support CX had evolved. In this year's report, we examine how those trends are playing out. We highlight the split between companies working on basic but critical digital CX factors like image quality and form field validation and the CX pros at innovators raising the bar through initiatives like pairing up designers with algorithms and detecting emotions through interface interactions.

  • For Security & Risk Professionals

    REPORT: Using AI For Evil

    A Guide To How Cybercriminals Will Weaponize And Exploit AI To Attack Your Business

    April 16, 2018 Chase Cunningham, Joseph Blankenship

    The tools of artificial intelligence (AI), from text analytics to facial recognition to machine learning (ML) platforms, are transforming almost every aspect of business from personalized customer engagement to cybersecurity. However, just as businesses can benefit from using AI for a variety of endeavors, malicious actors can use these same technologies for nefarious purposes. S&R pros need to assess the threat of weaponized AI technologies — today. The AI revolution has begun, but don't be fooled into assuming these are tools only the good guys have.

  • For CIO Professionals

    REPORT: The CIO's Guide To Automation, AI, And Robotics

    Driving Business Value Requires Investments In Strategic Competencies

    April 10, 2018 J. P. Gownder

    Automation technologies such as artificial intelligence (AI), robotic process automation (RPA), and physical robots give CIOs the chance to help their company rethink its business model and drive customer obsession. Rather than seeing automation as a cost-cutting move, customer-obsessed CIOs consider these technologies tools for reshaping customer experiences. But automation can only succeed when CIOs make the right investments in strategic competencies. This report gives CIOs a consolidated view of the value, goals, and best practices of automation.

  • For B2B Marketing Professionals

    REPORT: Success With Bots And Virtual Assistants Depends On The Human Element

    Use These AI-Powered Solutions To Optimize Engagement With Early-Stage Buyers

    April 9, 2018 Steven Casey

    Chatbots and virtual assistants (VAs) may be built on artificial intelligence (AI) and deliver digital experiences through virtual personas — but the success B2B marketers realize from them will depend on the real and human aspects of their deployment, intraorganizational impact, and customer obsession. Properly oriented bots and VAs can help B2B marketers remove friction from the earliest stages of the buying process, automate administrative tasks, and enable sellers to be more consultative.

  • For B2C Marketing Professionals

    REPORT: Modernize Your Martech Stack For Moments

    Evolve Your Marketing Strategy And Technology To Serve Customers In Their Defining Moments

    April 5, 2018 Joe Stanhope, Julie A. Ask

    The world is changing, along with consumers' expectations of experiences and communication from brands. The paradigm for customer engagement is shifting from large, monolithic experiences that serve everyone to smaller, more contextual experiences that companies serve to consumers in just the moment they need them. B2C marketers must adopt the right strategy, operational best practices, and technology to win, serve, and retain customers in this new environment.

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