Search Results

• Report Modern Smart Applications Are Transforming Supplier Value Management

  SVM Vendors Are Using AI To Liberate Sourcing Professionals By Automating Mundane Tasks

  April 21, 2021 | Duncan Jones

  The software category that Forrester calls supplier value management (SVM) is seeing a wave of innovation, from both established players and VC-backed new entrants, using various types of AI. The...

• 

  Webinar The Evolution Of ML Platforms To AI Platforms: A Spectrum Of Capabilities

  April 7, 2021 | Mike Gualtieri

  How do you develop custom enterprise AI applications? Do you need a data science platform? A machine learning (ML) platform? An AI platform? Are these platforms even different? We believe there are...

• 

  Webinar Test AI Better For Better Business Results

  March 30, 2021 | Diego Lo Giudice

  Many organizations are developing new business applications or upgrading existing ones by infusing them with AI capabilities to make them sense, think, and act. However, our research shows that...

• 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 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 Analytics And Automation Anchor A Future Fit Experience Architecture

  Vision: The Digital Experience Delivery Playbook

  February 12, 2021 | Nick Barber, Allen Bonde

  Creating high-impact, scalable digital experiences is a key milestone to digital transformation. Yet, doing it more efficiently separates winning strategies from the manually intensive....

• Report The Three Customer Service Megatrends In 2021: Post-Pandemic Customer Service Excellence

  Vision: The Contact Centers For Customer Service Playbook

  January 25, 2021 | Kate Leggett

  The COVID-19 pandemic has elevated the importance of customer service to nurture customers, retain and increase their loyalty, and grow revenue. Customer service leaders are also accelerating...

• Report The Five CRM Trends In 2021 That Will Shape Engagement, Relationships, And Revenue

  Vision: The CRM Playbook

  January 22, 2021 | Kate Leggett

  In the age of the customer, customer experience (CX) is the only source of competitive differentiation. CRM has the power to transform customer relationships, but firms have only started to tap its...

• Report The Future Of Documents

  A Look Beyond The Paradigm Of Paper And Into Opportunities For Innovation

  December 9, 2020 | Cheryl McKinnon

  Application development and delivery (AD&D) professionals can drive innovation in one of the most fundamental business activities: the creation and distribution of documents. Despite more than 30...

• 

  Webinar Customer Service Predictions 2021

  Customer Service Becomes A Critical Lifeline For Distressed Customers

  November 20, 2020 | Ian Jacobs, Daniel Hong, Julie Ask

  Customer service has long been tagged with the dreaded “cost center” label. But the pandemic kicked off a sea change in that perception. The purpose of customer service is no longer...

• 

  Webinar Buying AI Infrastructure: What You Need To Know

  July 21, 2020 | Mike Gualtieri

  Keep your AI teams working, not waiting. Compared with using standard IT infrastructure, AI infrastructure dramatically speeds up the process of implementing AI use cases. AI teams will be able to...

• 

  Webinar Put Testing In Your Automation Journey

  July 16, 2020 | Diego Lo Giudice

  As Satya Nadella, CEO of Microsoft, put it to hundreds of developers at Microsoft Build 2020, “We’ve seen two years’ worth of digital transformation in two months!” If...

• Report Forrester Infographic: Digital Process Automation At Scale

  July 14, 2020 | Rob Koplowitz

  We based this infographic on key findings from Forrester's Q1 2020 Global Digital Process Automation Survey. Application development and delivery pros, use this infographic to identify common...

• Report The Forrester Wave™: Continuous Functional Test Automation Suites, Q2 2020

  The 15 Providers That Matter Most And How They Stack Up

  June 18, 2020 | Diego Lo Giudice

  In our 26-criterion evaluation of continuous functional test automation (CFTA) providers, we identified the 15 most significant ones — ACCELQ, Broadcom, Cyara, Eggplant, Experitest, IBM, mabl,...

• Report Now Tech: Collaborative Work Management Tools, Q2 2020

  Forrester's Overview Of 25 Collaborative Work Management Providers

  May 7, 2020 | Margo Visitacion

  Application development and delivery (AD&D) professionals use collaborative work management (CWM) to empower employees to deliver successful outcomes, increase agility while maintaining...

• 

  Webinar The Three Megatrends For Customer Service For 2020

  April 15, 2020 | Kate Leggett

  We're at a tipping point for customer service operations. Customers contact enterprises at a greater rate over a greater number of channels — shifting between them seamlessly and even using...

• Report The Forrester Wave™: Public Cloud Development Platforms, North America, Q1 2020

  The Nine Providers That Matter Most And How They Stack Up

  March 16, 2020 | John Rymer, Dave Bartoletti

  In our 29-criterion evaluation of public cloud development platforms, we identified and assessed the nine most significant ones — Alibaba, Amazon Web Services (AWS), Google, IBM, Microsoft, Oracle,...

• Report The Forrester Wave™: Public Cloud Development And Infrastructure Platforms, North America, Q1 2020

  The Six Providers That Matter Most And How They Stack Up

  March 16, 2020 | Dave Bartoletti, John Rymer

  In our 35-criterion evaluation of public cloud development and infrastructure platform providers, we identified and assessed the six most significant ones — Alibaba, Amazon Web Services (AWS),...

• Report Now Tech: Digital Operations Platforms, Q1 2020

  Tools And Technology: The Digital Operations Platforms Playbook

  March 12, 2020 | Liz Herbert

  You can use digital operations platforms (DOPs) to adapt production and supply chains to meet customer expectations; account, bill, and measure the success of new pricing models and ventures; and...

• 

  Webinar Shatter The Seven Myths Of Machine Learning

  Everything You Wanted To Know About ML But Were Too Afraid To Ask

  February 13, 2020 | Kjell Carlsson, PhD

  This webinar helps attendees understand the core concepts and terminology of machine learning (ML) by dispelling the seven most egregious and widely held myths about AI and ML. Learn the lingo,...

• 

  Webinar IoT, AI, The Cloud, And The Future Of Mapping

  February 11, 2020 | Ted Schadler

  Mapping is the power play hidden in plain sight; incumbents and startups alike are stockpiling massive amounts of data and innovation. But today's closed stacks and download-only data stand in the...

• Report The Agile CMS Cookbook: Tales From The Test Kitchen

  Knowing Your Agile CMS Flavor Profile And Building On Proven Recipes Can Boost Adoption

  February 7, 2020 | Nick Barber, Mark Grannan

  Agile content management systems (CMS) are just over the horizon, bearing promises of content reuse, content insights, faster and more agile content operations, and flexibility across channels....

• 

  Webinar The Golden Rules For RPA Success

  January 21, 2020 | Leslie Joseph

  Every organization has implemented automation, and its impact on winning, serving, and retaining customers is unquestionable. Robotic process automation (RPA) is the tip of the spear that is...

• Report Now Tech: Retail Planning, Q4 2019

  Forrester's Overview Of 25 Retail Planning Providers

  December 24, 2019 | George Lawrie

  You can use retail planning solutions to optimize assortments for each market segment and store cluster by segmenting markets and clustering stores with similar patterns of trade; to forecast and...

• Report How To Scale Your Chatbot

  Focus On Design And Knowledge Management For Chatbot Success

  December 16, 2019 | Vasupradha Srinivasan, Leslie Joseph

  While setting up a chatbot is relatively easy, driving adoption and achieving scale and meaningful outcomes is an uphill climb, and many tech teams struggle to fulfill the promise of chatbot...