William McKeon-White

Analyst

Author Insights

Blog

We Played Minecraft At Work — Here’s How It Went

William McKeon-White October 5, 2021
What five things can you learn about team building in a remote work environment by playing video games together? Find out.
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Blog

Three Trends Transforming The Video Game Market

William McKeon-White September 20, 2021
Over the past year and a half, we’ve been building out our coverage of the video game market, specifically on how enterprises can model their strategies to take advantage of innovation (see Level Up Your Cloud Strategy With Video Game Innovation and Lessons From Gaming: Lead With Cloud, Continuous Improvement, And Innovation). From this research, […]
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Blog

The Evolving Face Of ESM

William McKeon-White June 24, 2021
Previously, we’ve written about the gradual competition of large software providers at the edge of enterprise service management (ESM) and the land grab that was taking place. Over the past year, this competition has only intensified. This expansion has been so severe that the actual ESM capability map may evolve. In 2017, Forrester started covering […]
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Blog

Build Better Help Desk Chatbots

William McKeon-White April 2, 2021
Chatbots haven't lived up to their promise. Learn the the three common missteps firms make in rolling out their chatbot initiatives.
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Blog

The Second Edition Of Our Forrester New Wave™ Evaluation On Chatbots For IT Ops

William McKeon-White November 5, 2020
Today, we released: “The Forrester New Wave: Chatbots for IT Operations, Q4 2020.” We looked at the top nine vendors in the market today and evaluated them across 10 criteria. Organizations looking to improve employee technology experience or increase their automation capabilities can use IT chatbot platforms to: Deflect tickets from the help desk Automate […]
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Blog

Does CX Matter To The Enterprise Cloud? Absolutely!

Dave Bartoletti June 23, 2020
Customer experience is just as important for internal customers as external. Learn more about the value of CX in your IT planning.
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Blog

Agile, DevOps, And COVID-19

Charles Betz March 23, 2020
Now is not the time to revert back to old industrial practices. The world is going even more digital because of the COVID-19 crisis, and old industrial era thinking needs to be abandoned once and for all.
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Blog

“Why Can’t This Stupid Chatbot Do What I Want?”

Charles Betz October 2, 2019
For all their promise, chatbots are still decidedly imperfect. With good reason: The processes underlying their functioning are numerous and complex. But, there's hope.
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Blog

Breaking Down The 10 Need-To-Know Emerging Technologies

James Staten October 2, 2019
From natural language generation to quantum computing, a look at what's gaining traction and what it could mean for companies.
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Blog

Why Chatbots Can’t Read Your Mind

Charles Betz August 21, 2019
Chatbots rely on natural language processing (NLP) to understand you. Before they can process a language, they must learn it. Read more.
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