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.
UCaaS deployments are increasingly hybrid to defend against the complicated failure chains causing UCaaS service degradation.
Customer service and IT leaders should read this report to shape their firm’s investment approach to these technologies.
Tech infrastructure and operations will evolve in 2025 through vendor landscapes, AI infrastructure, AIOps, risk management, and remote connectivity.
Superior digital employee experience is a must-have for successful enterprises, but leaders must identify digital workplace challenges and solutions.
This data-driven report reviews cloud best practices in the gaming, media, and entertainment industries.
In our 28-criterion evaluation of conversational AI for employee services providers, we identified the most significant ones and researched, analyzed, and scored them.
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.
