virtual agents
In an increasingly automated business environment, CX leaders are using virtual agents and chatbots to deliver efficient digital experiences. Learn more about the solutions available and how leading firms are leveraging them.
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Insights
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AI Agents Are Your New Customer, But Can You Target And Grow Their Trust In Your Brand?
AI agents are forcing change to marketing strategies. Learn how to get ahead of the shift.
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Build Meaning Before Machines: Why Semantics, Ontologies, And Knowledge Graphs Matter For Agentic AI
Agentic AI is exposing a foundational gap in most enterprise data strategies: Data without meaning is unusable for autonomous systems. Agents don’t just retrieve data — they interpret, decide, and act. Without explicit context, they guess. And when agents guess, they get joins wrong, misinterpret metrics, and act on flawed assumptions. This is why ontologies, […]
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The State Of Agentic Commerce In Mid-2026
AI shopping assistants aren't buying groceries autonomously... yet. But digital leaders cannot afford to ignore digital commerce. The time is now to build your strategy.
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Context Is The New Competitive Edge: Takeaways From ServiceNow Knowledge 2026
ServiceNow Knowledge 2026 showcased how ServiceNow is expanding its role in enterprise AI, workflow automation, and digital workplace transformation.
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DBS Bank’s Billion-Dollar AI Dream — Realized
Around this time two years ago, I published a blog announcing my report, Case Study: DBS Bank’s Billion-Dollar AI Banking Dream. It detailed how this Singaporean bank built and directed its AI capabilities to benefit its customers, business lines, employees, and shareholders. The total economic value the bank had derived that year (i.e., by end […]
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Salesforce Dreams Of The Agentic Enterprise
The dust has settled on Dreamforce, Salesforce’s well-attended San Francisco fete. Our takeaway? Salesforce is setting the pace with a platform for AI agents embedded in business applications, and it’s made huge progress on its products and partnerships in the last year.
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Today’s Leaders Must Heed AI Advice For Future Disruptors
Startup founders, investors, technologists, and operators are all working frantically to get an early jump onto the AI train. Find out why and get more of the key takeaways from the recent Startup Boston Week event.
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Adaptive Mobile Banking: Forrester’s 2025 European Insights
Discover how European banks are turning mobile apps into smart, conversational experiences. Forrester’s 2025 review reveals key trends and leaders.
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Inside Club Med’s Conversational AI Strategy: An Interview With Siddhartha Chatterjee
Learn how Club Med designed, implemented, and continuously refined its conversational AI strategy — starting with a WhatsApp chatbot in Brazil.
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The Future Of Digital Experiences: A Human-Centered, Empowering Journey
Emerging technologies are transforming digital experiences, which are evolving to become more human-centered, assistive, anticipatory, and agentic.
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Atlassian’s AI Offensive Is Changing Work Forever
Atlassian has launched a sweeping upgrade to its platform, and the message is crystal-clear: AI isn’t just a feature; it’s the foundation. If you’re working in tech, managing teams, or even just part of a business using Jira or Confluence, this isn’t a subtle shift; it’s a tectonic one. Atlassian dropped a full suite of […]
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Ready Your Commerce Strategy For Growth Through Volatility
Learn three distinct and emerging commerce strategies that guide leaders amid volatility in this preview of a new report.
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It’s Time To Define Your Professional Existence And Articulate Your Story
The urgency of telling your story as a data or technology leader within the current corporate landscape cannot be overstated. As we navigate these turbulent times, the ability to articulate your professional identity clearly and compellingly has emerged as a critical lifeline. Let this be the moment you choose to define your existence within your organization and beyond.
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Technology And Security Predictions: Your Questions Answered
Couldn’t make the recent webinar covering our 2025 technology and security predictions? Check out the webinar replay and read our analysts’ responses to some of the most pressing attendee questions about the year ahead.
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2025: The Digital Banking Landscape Is Poised For Another Transformative Year
Leading banks are leveraging mature and emerging technologies, customer insights, and data to enhance customer experience, increase customer engagement, and drive business growth.
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Unlocking The Future Of Mobile Banking: Insights From Forrester’s 2024 European Digital Experience Review™
Read this report to understand where European banks’ mobile banking apps excel, where they fall short, and how to strengthen your own apps.
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OK, AI, Buy Me Some Enterprise Software
If your buyers use generative AI to research your product and don’t put you on their shortlist, how would you even know? B2B buyers are rapidly adopting genAI, changing how they shop, so B2B companies need to start preparing for much smarter shoppers.
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Human + AI: Meet Your Digital Double
Last week, we wrapped up CX Summit EMEA 2024. Firstly, I have to say a massive thanks to everyone who attended, both in person and virtually, as well as to the team behind the scenes that worked tirelessly to put on a great show. It takes a village of people who you see on stage […]
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The Dawn Of The Age Of Agents
So are personal genAI agents really coming and how will they impact consumer behavior? Get updates and insights on the "Age of Agents" in this post.
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Consumers, Meet Your Virtual Match: Your Digital Double
Imagine if you could build an algorithm that makes algorithms work for you. You may not have to wait much longer.
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