Automation
Insights
Blog
Introducing The Forrester Automation Framework
It is impossible to overstate the impact automation has on digital transformation. Automation directly impacts customer experience (CX). Software like Reflexis can automate price checks and cut customer wait times by 80%. Robots like LoweBot can guide customers to the proper aisle to pick up home goods. Automation contributes directly to your bottom line. Robotic […]
Blog
"That’s Not My Job": I&O’s Role Shift When It Comes To Security
In the halcyon days of my sysadmin youth, my team was asked to perform entitlement reviews on sensitive systems. When we were asked to determine who should have access to what, my director responded in a way I would never forget: “That’s not my job.” It sounds snarky, but he was correct. It wasn’t our […]
Blog
“That’s Not My Job”: I&O’s Role Shift When It Comes To Security
In the halcyon days of my sysadmin youth, my team was asked to perform entitlement reviews on sensitive systems. When we were asked to determine who should have access to what, my director responded in a way I would never forget: “That’s not my job.” It sounds snarky, but he was correct. It wasn’t our […]
Video
The Five Use Cases For AI In The Contact Center
Increasing channel diversity and automation will make interactions more complex, requiring highly skilled agents and intelligent processes to assist them. Here’s my take on five valuable use cases for AI in the contact center.
Blog
Automation Technologies, AI, And Robotics Are Critical CIO Targets
We’ve just released a major new report, The CIO’s Guide To Automation, AI, And Robotics. We find that, to stay ahead, CIOs, CTOs, CDOs, and other executives integrating leading-edge technologies into their companies’ operations and business models must turn their attention to automation technologies, including intelligent machines, robotic process automation (RPA) bots, artificial intelligence, and physical […]
Blog
New Tech: Forrester Helps Navigate Uncertainty In Emerging Technology Markets
Do you know what the following 10 things have in common? Airbnb iPad iPhone Kickstarter Lyft Spotify Tesla Roadster Uber Venmo WhatsApp None of these things existed when I joined Forrester in 2006. Today, WhatsApp boasts more than 1 billion daily users; Venmo processes more than $20 billion in P2P payments annually; Kickstarter has raised […]
Blog
Hybrid By Design Versus Hybrid By Accident
As a veteran of enterprise IT, there’s a difference between “hybrid by design” and “hybrid by accident.” Let’s be frank: you are probably doing hybrid by accident – just about everybody is. Hybrid by accident is: Integrating public cloud with on-premises tech without standardizing on a common infrastructure-as-code practice Shadow IT cloud “experiments” that suddenly […]
Blog
Continuous Delivery And Release Automation – Critical To DevOps Success
I am seeing more and more inquiries focused on driving business transformation where the transformation depends on software and business technology. ING is a model for digital transformation, and Ralph Hamers, CEO, has publicly reinforced the bank’s transformation. Hamers stated “We have to recognize that technology is what Banks do”[i]. Every business today must focus […]
Blog
Release Velocity Is Abysmal And Needs Continuous Deployment
DevOps is no longer the new kid on the block; all industries are adopting it. Despite this adherence to principles of speed, velocity, and agility, release frequency appears to be lagging. Continuous deployment can help: Organizations leveraging an integrated continuous deployment tool set are able to make the dream of continuous releases to production a […]