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For CIOs

The Forrester Tech Tide™: AI, Automation, And Robotics For Customers And Employees, Q2 2019

18 Technologies Underpin Customer And Employee Engagement

May 16, 2019

Why Read This Report

Customers want better experiences, and employees want to feel more empowered in their jobs. There are very few technologies that can play a significant role in both customer and employee engagement — AI, automation, and physical robotics technologies can play this dual role in how enterprises engage with both their customers and employees. This Forrester Tech Tide report presents an analysis of the maturity and business value of the 18 AI, automation, and robotics technology categories. This report helps CIOs shape their firm's investment approach to these technologies.

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Table of Contents

  • Accelerate Engagement With AI, Automation, And Robotics
  • Select AI, Automation, And Robotics That Offer High Business Value
  • Invest In And Maintain AI, Automation, And Robotics With High Business Value
  • Experiment With Content Intelligence, Voice Assistants, And Others
  • Invest In Chatbots, Industrial Robots, And Others
  • Maintain Biometrics, Digital Process Automation, And Others
  • It Remains Too Early To Divest
  • Supplemental Material
  • Related Research Documents

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