AI Insights

AI transformation messaging is deafening. As such, we put our heads down and focus on the tactical steps: Build a model, train a model, release a model, watch a model, and optimize the model. Technology reinforces this execution mindset with no-code and low-code AI platforms, feature stores with deployment automation, and machine learning plus operations […]

The dual roles of eight popular emerging technologies and explains how to use them to advance environmental sustainability goals.

Tell Us About Yourself Born and raised in Massachusetts, I’m a New Englander to my heart. You’ll have to get me really agitated to hear any trace of an accent. Insatiable curiosity is a driving force in my life and leads me to adventures both outdoor and indoor. You can catch me on my days […]

As the leaves start to grow again and the weather warms up, what better time than now to do some much-needed spring cleaning of your data and insights practices? In this edition of the Insights Beat, we dive into our Q1 research in data, analytics, and AI that highlights the best approach to get more […]

It’s been two years (!) since the pandemic began, and customer service organizations have managed the impossible: moving thousands of agents home practically overnight and rapidly deploying new digital channels, all while supporting millions of COVID-19-stressed customers. Our world has changed, and customer expectations have changed with it. Customer service leaders must shake off decades […]

AIOps solutions are composed of various technology components that work together to address organizational needs. This requires an underpinning superstructure that enables interoperability. The superstructure provides connectivity horizontally across point solutions and vertically through the tiers of capability. 

BI is alive, but its adoption needs some help. Learn the three reasons why businesses struggle to get more mileage from their business intelligence applications.

Trends in the conversation intelligence market are getting very interesting. Learn more this blog post.

In AIOps: The Riddle Wrapped In The Mystery Inside The Enigma, I sort of left you hanging without a clear answer to “What is AIOps?” That was because there really isn’t a simple answer based on how it’s been previously defined. Discussions of AIOps have mainly centered around installable software when they should have been […]

Insights are critical for delivering the experiences that customers demand. Learn what it takes to become a more insights-driven business.

You can't manage what you can't observe. Learn the value of practicing a common understanding of observability.

As I worked to develop guidance around AIOps, I soon found that other commonly used terms were equally confusing to people in our industry. How is it that an industry with so many highly educated professionals can have so many problems with words? The latest IT linguistics conundrum is “observability.” While developing my AIOps reference […]

Get a detailed analysis of the Business Roundtable's recently published Roadmap for Responsible Artificial Intelligence.

Are all algorithms inherently biased? Of course not, but the risk of AI gone wrong is a real one for many organizations. Find out why as VP, Principal Analyst Brandon Purcell discusses fairness in AI.

As AI matures, technology executives can use it to unleash even more human creativity across the organization. Learn three ways to do that.

It didn’t take long into my tenure with Forrester to realize that there was confusion in the industry regarding AIOps. I touched on this in my “meet your new analyst” blog. Both technology vendors and industry companies openly asked me what the term meant, because they are hearing many variations. They gave me examples of […]

Forrester analysts provide their 2022 predictions for AI, automation, cloud, and internet of things (IoT) in this special edition of What It Means.

The 2019 publication, Take The Mystery Out Of AI For IT Operations (AIOps) was a widely read Forrester report. It addressed lots of the core questions our industry had about this new thing called AIOps. It also went on to provide an approach for achieving the 2019 goal of AIOps. Like all new concepts, we […]

Investing in new AI infrastructure in 2022? My colleague Mike Gualtieri and I published a new Forrester Wave™ report: The Forrester Wave™: AI Infrastructure, Q4 2021. This is a brand-new topic for Forrester Wave evaluations. Its purpose is to dig into the massive explosion of AI that is quickly transforming enterprises. We looked at the […]