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Craig   Le Clair

Craig Le Clair

Vice President, Principal Analyst Serving Enterprise Architecture Professionals

Craig serves enterprise architecture and business process professionals. He is an internationally recognized expert in helping companies transform from manual and analog processes to the mobile, digital, and cognitive world. His technology coverage areas include robotic process automation and the emerging digital workforce, AI solutions in financial services, and potential workforce disruption due to these technologies. Enterprise collaboration, dynamic case management, electronic signature, and customer communications management round out his coverage. Process domains include customer onboarding, financial service applications, and insurance system modernization.

Previous Work Experience

Craig brings a wealth of experience and knowledge to Forrester through his 25 years of experience in IT and business process transformation. Prior to joining Forrester, he was a vice president at ADP, focusing on next-generation strategies for investor communications. He holds a patent for electronic delivery of compliance information. Craig was also a cofounder of docHarbor, an early document management SaaS provider. He has both a strong business and technology background, including time at Mitre and BBN.

A prolific writer and speaker, Craig authored How To Succeed In The Enterprise Software Market and has been quoted in The Wall Street Journal, USA Today, Forbes, and many other publications and media outlets.

Education

Craig earned a B.S. in economics from Georgetown University and an MBA from George Washington University.

Craig Le Clair

Vice President, Principal Analyst Serving Enterprise Architecture Professionals

Craig serves enterprise architecture and business process professionals. He is an internationally recognized expert in helping companies transform from manual and analog processes to the mobile, digital, and cognitive world. His technology coverage areas include robotic process automation and the emerging digital workforce, AI solutions in financial services, and potential workforce disruption due to these technologies. Enterprise collaboration, dynamic case management, electronic signature, and customer communications management round out his coverage. Process domains include customer onboarding, financial service applications, and insurance system modernization.

Previous Work Experience

Craig brings a wealth of experience and knowledge to Forrester through his 25 years of experience in IT and business process transformation. Prior to joining Forrester, he was a vice president at ADP, focusing on next-generation strategies for investor communications. He holds a patent for electronic delivery of compliance information. Craig was also a cofounder of docHarbor, an early document management SaaS provider. He has both a strong business and technology background, including time at Mitre and BBN.

A prolific writer and speaker, Craig authored How To Succeed In The Enterprise Software Market and has been quoted in The Wall Street Journal, USA Today, Forbes, and many other publications and media outlets.

Education

Craig earned a B.S. in economics from Georgetown University and an MBA from George Washington University.

Craig Le Clair's Research

Most RecentMost Popular
  • For Enterprise Architecture Professionals

    REPORT: Choose A Case Management Platform Based On 10 Criteria

    Alternatives For Case Management Leave EA Pros Scratching Their Heads — But Forrester's Tool Can Help

    August 24, 2017Craig Le Clair

    Enterprise architects struggle to compare options for modernizing case management in areas such as customer service, onboarding, government regulation, and insurance claims. Options now include domain-specific cloud platforms, fit-to-purpose solutions, and a host of process tools under the DPA umbrella that include BPM, DCM, and low-code platforms, as well as advancing AI building blocks that enable smart search and augmented intelligence. To guide EA pros, we compare performance and agility criteria and incorporate them into a decision guidance tool.

  • For Enterprise Architecture Professionals

    REPORT: RPA Operating Models Should Be Light And Federated

    A 10-Point Control Framework Helps Manage The Digital Workforce Of The Future

    August 18, 2017Craig Le Clair

    Early enthusiasm for robotic process automation (RPA) has led to a tapping of the brakes due to business, infrastructure, and operations concerns. Enterprise architecture (EA) pros are seeking guidance on the best operating model for RPA to deliver long-term value to stakeholders. This report synthesizes leading approaches and includes a 10-point control framework that ensures that business-led automations meet the technology organization's control and infrastructure criteria. We also provide a guide to RPA service providers.

  • For CIO Professionals

    REPORT: Tackle Five Key Areas Of Risk For Successful AI Projects

    Create Clear Road Maps To Avoid Getting Burned

    June 7, 2017Craig Le Clair

    Mobile and social are still core enablers in the age of the customer, but the focus has shifted to the potential of artificial intelligence (AI) and automation to build next-generation customer experiences. While the possibilities are numerous, the specific steps to get there are less clear, so CIOs are rightly concerned about getting burned. This report discusses five specific areas of risk and how to avoid them. Addressed properly, these risk areas provide a template for implementing AI to deliver differentiated and valuable services.

  • For Enterprise Architecture Professionals

    REPORT: The Future Of CCM: Communications-As-A-Service

    Enterprise Cloud Environments Will Orchestrate Diverse Communications Services

    May 10, 2017Craig Le Clair

    Customer communication has increased in volume, speed, and personalization and is now delivered from a variety of platforms and applications. Coordination of outbound communications with customers is moving to global megacloud vendors, marketing cloud providers, and digital intelligence platforms. Enterprises struggle to develop a coherent communications tech strategy and don't know how customer communications management (CCM) fits. This report sheds light on strategic choices for enterprise architects and the future of CCM.

  • For Enterprise Architecture Professionals

    REPORT: AI Tech Marketing Meets The End Of Truth

    Five Questions Filter Truth From Fiction

    April 10, 2017Craig Le Clair

    Today's political discourse often questions what constitutes a fact and whether words even matter. Enter AI, a technology that has worked its way into almost every product pitch and where facts and truth are sorely needed. An enterprise architecture (EA) professional's struggle to filter the truth from fiction during these conversations is likely to get worse before it gets better. This report reviews underlying causes of the difficulties that arise when talking about AI and offers five questions that help EA pros uncover what's real and set expectations properly.

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