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  • Report Evolve Your Experience Design Practice

    Advanced Level: Design Practices For CX Transformation
    April 16, 2021 | Gina Bhawalkar, Andrew Hogan

    This report about experience design (XD) — one of the six competencies of customer experience (CX) — is for XD leaders who have scaled up their practice, so their companies: 1) follow an effective...

  • Report Now Tech: Augmented BI Platforms, Q2 2021

    Forrester's Overview Of 40 Augmented BI Platform Providers
    April 14, 2021 | Boris Evelson

    You can use business intelligence (BI) platforms augmented with AI functionality — augmented BI — to turn raw data into meaningful signals and then turn those signals into actionable insights to...

  • Report What You Need To Thrive In Autonomous Finance

    Companies Looking To Win Customers And Make Money With Autonomous Finance Offerings Will Need Distinct Capabilities And Competencies — And They'll Need To Own Certain IP
    April 12, 2021 | Peter Wannemacher

    Early in 2020, Forrester predicted a move away from financial products, with the onus to use them effectively on the customer. In their place, we see tools using algorithms and AI technologies to...

  • Report Intelligent Automation Platforms Take Aim At Workforce Orchestration

    April 9, 2021 | Craig Le Clair

    Over time, digital workers will perform a higher percentage of your work. As this happens, your need to coordinate work among humans and these "robots" will increase. Add artificial intelligence...

  • Report Assess Your Digital Insurance Capabilities

    Assessment: The Digital Insurance Strategy Playbook
    April 9, 2021 | Jeffery Williams

    For insurers, the competitive landscape continues to intensify as smartphone-enabled insurtechs and ecosystem orchestrators exploit the empowered consumer's demand for digital interactions. To keep...

  • Report Now Tech: Streaming Data Platforms, Q2 2021

    Forrester's Overview Of 34 Streaming Data Platform Providers
    April 7, 2021 | Mike Gualtieri

    You can use streaming data platforms to create a faster digital enterprise. Streaming data platforms achieve this by instantly delivering data from one-to-many applications, analyzing data in real...

  • Report Now Tech: Cognitive Search, Q2 2021

    Forrester's Overview Of 34 Cognitive Search Providers
    April 7, 2021 | Mike Gualtieri, Scott Compton

    You can use cognitive search technology that harnesses AI to find information in large corpora of data, help shoppers find products they didn't even know they wanted to buy, and empower employees...

  • Report Build The Business Case For AIOps

    Justify Your AIOps Investment Using Forrester's Total Economics Impact™ (TEI) Methodology
    April 5, 2021 | Rich Lane

    Enterprises around the globe are rapidly modernizing their businesses and have higher expectations than ever for delivering exceptional digital experience (DX) through agility, automation, and...

  • Report Cast A Wide Behavioral Data Net To Fuel AI-Powered B2B Marketing

    Pay More Attention To What Your Prospects Do Than To What They Say
    March 30, 2021 | Steven Casey

    AI has quickly progressed from a promising enabling technology found in a few B2B applications to a staple of modern marketing technology (martech). To succeed with AI-powered marketing, B2B...

  • Report Best Practices For Help Desk Chatbot Success

    A Good User Experience Is The Key To Conversational AI Success
    March 29, 2021 | Will McKeon-White, Charles Betz

    The chatbot value proposition is the creation of faster, self-service support features for customers and employees alike. But in practice, chatbots suffer from low satisfaction scores. As IT...

  • Report The Forrester Wave™: AI Consultancies, Q1 2021

    The 13 Providers That Matter Most And How They Stack Up
    March 25, 2021 | Michele Goetz

    In our 26-criterion evaluation of AI consultancies, we identified the 13 most significant ones — Accenture, Boston Consulting Group (BCG), Capgemini, Cognizant, Deloitte, EY, HCL Technologies,...

  • Report The Path To Automation In Europe — Why And How It Will Be Different

    Understanding Opportunities And Threats From Automation, Robotics, And The AI Industry In Europe
    March 25, 2021 | Dan Bieler, Bernhard Schaffrik

    The opportunities and extent of automation in the context of Europe will differ from scenarios in North America and Asia. In Europe, businesses face greater governmental involvement and oversight....

  • Report The State Of Chat In Retail, 2021

    Consumers Use Chat For Customer Support, Including Prepurchase Support, But Not For Commerce
    March 23, 2021 | Julie Ask, Nicole Murgia

    As consumers increasingly opt to engage with retailers and brands via chat, firms must ensure that customer experiences are efficient, effective, and effortless. Digital business pros have used...

  • Report Natural Language Processing Use Cases For Financial Services In Asia Pacific

    How Banks And Insurers In APAC Benefit From NLP
    March 23, 2021 | Guannan Lu

    Banks and insurance firms are exploring natural language processing (NLP) use cases as part of their digital transformation. Knowledge graph, intelligent document extraction, and AI-based text...

  • Report A CIO's Guide To Their First 100 Days

    A Laser Focus On People, People, People ... And Eventually Process And Technology
    March 19, 2021 | Tim Lawless

    Every day counts for a new CIO and none more so than their first 100. What you do, and perhaps more importantly what you don't do, will set the tone for your tenure and possibly your legacy...

  • Report Moments: Maturity Framework 2021

    Leverage The Learnings Of Pioneers To Evolve Your Mobile Messaging Tactics And Capabilities
    March 18, 2021 | Julie Ask

    Future experiences will be rightsized, contextual, and pushed out to consumers in their specific moments of need. Today's well-executed mobile messages most closely resemble future experiences. And...

  • Report Improve Customer Experiences With Proactive Notifications

    Leverage Data Exhaust From Automated Digital Processes To More Effectively Serve Customers
    March 17, 2021 | Julie Ask, Rob Koplowitz

    Process optimization and automation are an imperative for organizations undergoing digital transformation. As mobile notifications mature, they offer a powerful new mechanism that uses automation...

  • Report The Forrester Wave™: Robotic Process Automation, Q1 2021

    The 14 Providers That Matter Most And How They Stack Up
    March 15, 2021 | Bernhard Schaffrik

    In our 25-criterion evaluation of robotic process automation (RPA) providers, we identified the 14 most significant ones — Automation Anywhere, Blue Prism, Cyclone Robotics, Datamatics, EdgeVerve,...

  • Report Build Integrated Technology Platforms To Accelerate Growth And Agility

    Intermediate Level: Technology Practices For IT Transformation

    Technology leaders in the intermediate phase of IT transformation must help their firms consistently engage customers along every step of their journeys and constantly adapt and grow with their...

  • Report The Forrester Wave™: Sales Social Engagement Solutions, Q1 2021

    The Eight Providers That Matter Most And How They Stack Up
    March 10, 2021 | Caroline Robertson, Mary Shea, PhD

    In our 38-criterion evaluation of sales social engagement solution providers, we identified the eight most significant ones — EveryoneSocial, Hearsay Systems, Hootsuite, PostBeyond, Seismic,...

  • Report The Forrester Tech Tide™: Extended CRM Technologies, Q1 2021

    Twenty Technologies Underpin CRM
    March 9, 2021 | Kate Leggett

    CRM is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their CRM performance, companies are evaluating and adopting a range of contributing...

  • Report The Forrester Wave™: Midsize RPA Services, Q1 2021

    The 12 Providers That Matter Most And How They Stack Up
    March 9, 2021 | Leslie Joseph

    In our 21-criterion evaluation of midsize robotic process automation (RPA) service providers, we identified the 12 most significant ones — Accelirate, Agilify, Coforge, Digital Workforce, EXL,...

  • Report Forrester's Public Cloud Buying Guide, 2021

    Infrastructure Differences Matter To Few — Focus On Global Availability Of Innovative Services

    In 2020, Forrester published a series of Forrester Wave™ vendor evaluations for public cloud. We researched, analyzed, and scored public cloud platform providers, providing infrastructure and...

  • Report The Forrester Retail Quarterly Earnings Review, Q3 2020

    Highlights From 27 Retail Q3 2020 Earnings Call Transcripts
    March 8, 2021 | Fiona Swerdlow, Madeline Cyr

    As consumers demand more than ever from the retail experience, retailers and brands are investing to rethink and reinvent those experiences. The Forrester Retail Quarterly Earnings Review for Q3...

  • Report Q&A: The Marketer's Guide To SMS

    So You Want To Set Up An SMS Marketing Program. Here's What B2C Marketers Should Know
    March 3, 2021 | Stephanie Liu

    SMS offers opportunities for B2C marketers to communicate directly with customers in a highly engaging format. However, it's also a unique message format that requires additional consideration...

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