Search Results

• 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...

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  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...

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  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 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 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 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,...

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  Webinar Emerging Technology Trends In Banking For 2021

  February 18, 2021 | Jost Hoppermann, Martha Bennett

  Banks are transforming their organizations with digital technologies. Forces such as emerging technology, fintechs, changing customer behavior, and the decomposition of the banking industry are...

• Report The Forrester Tech Tide™: Enterprise Business Insights And Analytics, Q1 2021

  Intermediate Level: Technology Practices For Insights-Driven Businesses

  February 17, 2021 | Boris Evelson

  Turning raw data into actionable insights is increasingly critical to firms' ability to win, serve, and retain customers. To accelerate their journey to become insights driven, companies are...

• 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....

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  Webinar The Three Megatrends For Customer Service In 2021

  February 10, 2021 | Kate Leggett

  This pandemic has revealed a unique opportunity for customer service organizations. On one hand, it has elevated the importance of customer service to nurture customers to retain their loyalty...

• Report AI 2.0: Upgrade Your Enterprise With Five Next-Generation AI Advances

  Advanced Level: Technology Practices For Insights-Driven Businesses

  February 9, 2021 | Kjell Carlsson, PhD, Brandon Purcell, Mike Gualtieri

  Just when you thought you knew what AI could and couldn't do, it quietly gets a radical upgrade. Five key advances redefine AI use cases and break the chains that have shackled enterprise AI...

• Report The State Of Robotic Process Automation Maturity In Asia Pacific

  Buyer Analysis Reveals Trends In People, Process, Technology, And Governance

  February 1, 2021 | Leslie Joseph

  Firms in the Asia Pacific (APAC) region were not the first to the robotic process automation (RPA) party. However, they have been drivers for a recent and sustained surge of interest. To understand...

• 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 Forrester Infographic: Conversational AI Raised Efficacy But Not CX During The Pandemic In Asia

  January 20, 2021 | Vasupradha Srinivasan

  Most organizations see value in service automation, especially when managing a crisis. Many have also made significant investments in service automation as a way to improve efficiency and customer...

• Report The Forrester Tech Tide™: Contact Center Technologies For Customer Service, Q1 2021

  Twenty Technologies Underpin Customer Service

  January 19, 2021 | Kate Leggett, Ian Jacobs, Art Schoeller

  Customer service is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in customer service, companies are evaluating and adopting a...

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  Webinar Software Development Predictions 2021

  January 11, 2021 | Jeffrey Hammond, Chris Gardner

  As 2020 comes to a close, it is once again time to talk predictions for the upcoming year. This past year, the global pandemic put tremendous pressure on development shops to adapt to new ways of...

• Report Digital Operations Platforms: The Core Of Your Future Fit Tech Strategy

  Executive Overview: The Digital Operations Platforms Playbook

  January 6, 2021 | Liz Herbert

  Enterprises cannot achieve great customer success, digital disruption, and long-term growth and profitability without the right approach to core enterprise applications. To thrive, application...

• 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...

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  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...

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  Webinar The Future Of Software Development: How AI Will Automate 70% Of Software Development

  September 24, 2020 | Diego Lo Giudice, Mike Gualtieri

  Automated software development is not science fiction. Continuing breakthroughs in AI technologies, including deep learning, reinforcement learning, and high-performance computing, are already...

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  Webinar Digital Operations Platforms For Manufacturing

  Based On The Forrester Wave™

  September 23, 2020 | Liz Herbert, George Lawrie

  Digital operations platforms (DOPs) deliver the enterprise functionality needed to deliver new value to stakeholders and to respond to the shifting expectations of both their customers and their...

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  Webinar Applying The Forrester Wave™: Cloud Contact Center Vendors, Q3 2020

  September 15, 2020 | Art Schoeller

  Want an agile contact center? Then shift to contact-center-as-a-service (CCaaS) where more integrated software suites operated as a service allow for more rapid changes to customer experiences,...

• Report Introducing AI-Powered, Human-Controlled Digital Decisioning Platforms

  Use DDPs To Encapsulate Decision Logic Powered By The Best Of Analytics, AI, Math, And Human Logic

  August 11, 2020 | Mike Gualtieri, Boris Evelson

  Digital decisioning platforms (DDPs) allow application development and delivery (AD&D) pros to combine the best of human decision logic with the best of AI to implement application-embedded...