Trends Report

Automation Technologies For Customer Engagement

Applying Artificial Intelligence And Robotics To The Customer Journey Sets The Stage For Long-Term Digital Transformation

July 31st, 2017
With contributors:
Lily Varon , Ian Jacobs , Christopher Voce , Jennifer Wise , Clare Garberg , Diane Lynch


Infrastructure and operations (I&O) leaders have traditionally targeted and implemented automation technologies to cut costs. But the new opportunity in the age of the customer is engagement: deploying technologies that will help customers receive better service automatically or better serve themselves. This report shows I&O leaders how to work with their peers to identify opportunities and bring automation into their organizations in service of customer engagement.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.