Latest Research

  • For Customer Experience Professionals

    REPORT: The Forrester Wave™: Journey Visioning Platforms, Q4 2018

    The 12 Providers That Matter Most And How They Stack Up

    November 14, 2018 Joana van den Brink-Quintanilha, Alex Causey

    Forrester evaluated two overlapping but different categories within journey analytics: journey visioning and journey orchestration. In this 26-criteria evaluation of journey visioning platform providers, we identified the 12 most significant ones — ClickFox, IBM, inQuba, Kitewheel, NICE, Pointillist, SuiteCX, TandemSeven, Teradata, Thunderhead, Touchpoint Dashboard, and Usermind — and researched, analyzed, and scored them. This report shows how each provider measures up and helps customer experience (CX) professionals make the right choice.

  • For Infrastructure & Operations Professionals

    REPORT: Evaluate Industrial IoT Software Platform Pricing Models To Ensure Long-Term Fit

    Simple Subscriptions Are Still Most Popular — But Newer Options May Prove More Enticing

    November 2, 2018 Michele Pelino, Paul Miller

    Industrial internet-of-things (IIoT) software platforms address use cases for very large numbers of connected devices. At this scale, minor differences in unit price can make all the difference. We surveyed vendors from the recent Forrester Wave™ evaluation of IIoT software platforms to categorize the range of pricing models they employ and help infrastructure and operations (I&O) professionals make the right choice.

  • For Infrastructure & Operations Professionals

    REPORT: Industrial IoT Platform Vendors Aren't Stealing Their Customers' Data

    Before Sending Data To Any IoT Platform, Know What Questions To Ask

    November 2, 2018 Paul Miller

    Industrial use cases have quickly become among the most common for the internet of things (IoT). Customers of industrial IoT (IIoT) software platforms are confused about ownership of the data they store in those platforms. Vendors believe their position is clear, but Forrester surveyed the market in 2018 to help explain what's really going on and provide some clarity for infrastructure and operations (I&O) professionals.

  • For Customer Insights Professionals

    REPORT: Evoke Trust With Explainable AI

    Balance Transparency With Accuracy To Increase Stakeholder Adoption And Mitigate Risk

    November 1, 2018 Brandon Purcell, Rob Koplowitz, Christopher McClean

    The promise of AI is rapidly materializing; however, not all AI is created equal. Some machine learning algorithms are transparent, allowing brands to see how they make decisions, while others are opaque, obscuring the inner logic of models. Still others are transparent yet so convoluted that the results are not easily explainable. This report highlights the evolving area of explainable AI and how customer insights (CI) pros should consider the tradeoffs in risk, accuracy, and applicability when they determine the level of explainability in AI.

  • For Application Development & Delivery Professionals

    REPORT: What Software Developers Don't Know About Neural Networks Could Hurt Them

    How To Balance The Risks And Benefits Of This Powerful Technology

    November 1, 2018 Rob Koplowitz, Brandon Purcell, Christopher McClean

    The promise of AI is rapidly materializing. Capabilities once available only to data scientists are now easily accessible by app developers. The results are compelling, but they also come with risk. Developers must approach opaque AI models like neural networks that cannot reveal the logic behind a decision or insight with caution — and with support from risk and compliance pros. Application development and delivery (AD&D) pros should read this report to learn how to balance risk and reward with these powerful deep learning techniques.

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