Will works as a senior analyst on Forrester’s technology architecture and delivery (TAD) team, focusing on modern service delivery. His research helps enterprises understand and capitalize on advancements in processes and technologies, including unified communications as a service (UCaaS), the proactive help desk, chatbots for employee support, enterprise service management (ESM), virtual desktop infrastructure (VDI), and more.
We analyzed the digital workplace services market for 2025, covering outsourcing drivers, service offerings, trends, and high-level requirements.
IT and security and risk professionals should read this report to shape their firm’s investment approach to end-user computing technologies.
VDI continues to evolve with increasing cloud adoption. Vendor disruption is further accelerating this trend.
Conversational AI is hard. As a result, it often lets down users. This report outlines how to avoid the most common failings.
Tech leaders can use this report to understand the value they can expect from a UCaaS tool and to explore potential vendors.
UCaaS deployments are increasingly hybrid to defend against the complicated failure chains causing UCaaS service degradation.
What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.
