Tech Tide Report

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

18 Technologies Underpin Customer And Employee Engagement

May 16th, 2019
J. P. Gownder, Vice President, Principal Analyst
J. P. Gownder Vice President, Principal Analyst
Brandon Purcell, VP, Principal Analyst
Brandon Purcell VP, Principal Analyst
With contributors:
Srividya Sridharan , Craig Le Clair , Joe Stanhope , Ian Jacobs , Aldila Yunus , Rob Koplowitz , Kjell Carlsson, PhD , Julie Ask , Ryan Skinner , Michael Glenn

Summary

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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