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
With contributors:
Srividya Sridharan , Rob Koplowitz , Craig Le Clair , Julie Ask , Joe Stanhope , Ian Jacobs , Kjell Carlsson, PhD , Ryan Skinner , Michael Glenn , Aldila Yunus

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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