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  • Report Digital CX Trends, 2018

    Landscape: The Digital Customer Experience Improvement Playbook

    In our 2017 edition of this digital CX trends report, Forrester identified how technology was advancing user interfaces by adding AI enablers and how innovation labs and employee tools that support...

  • Report Using AI For Evil

    A Guide To How Cybercriminals Will Weaponize And Exploit AI To Attack Your Business

    The tools of artificial intelligence (AI), from text analytics to facial recognition to machine learning (ML) platforms, are transforming almost every aspect of business from personalized customer...

  • Report The CIO's Guide To Automation, AI, And Robotics

    Driving Business Value Requires Investments In Strategic Competencies
    April 10, 2018 | J. P. Gownder

    Automation technologies such as artificial intelligence (AI), robotic process automation (RPA), and physical robots give CIOs the chance to help their company rethink its business model and drive...

  • Report Success With Bots And Virtual Assistants Depends On The Human Element

    Use These AI-Powered Solutions To Optimize Engagement With Early-Stage Buyers
    April 9, 2018 | Steven Casey

    Chatbots and virtual assistants (VAs) may be built on artificial intelligence (AI) and deliver digital experiences through virtual personas — but the success B2B marketers realize from them will...

  • Report Modernize Your Martech Stack For Moments

    Evolve Your Marketing Strategy And Technology To Serve Customers In Their Defining Moments
    April 5, 2018 | Joe Stanhope, Julie A. Ask

    The world is changing, along with consumers' expectations of experiences and communication from brands. The paradigm for customer engagement is shifting from large, monolithic experiences that...

  • Report Video: An AI Primer For Application Developers

    April 4, 2018 | Rob Koplowitz

    Artificial Intelligence (AI) has long been the realm of data scientists. But an increasing number of solutions are offering application developers tools to build AI applications and embed AI...

  • Report Now Tech: AI-Based Text Analytics Platforms, Q2 2018

    Forrester's Overview Of 34 Text Analytics Platforms
    April 4, 2018 | Boris Evelson

    You can use AI-based text analytics platforms to improve customer acquisition, service, and retention; manage governance and risk; and gain efficiencies with RPA. But to access these benefits,...

  • Report AI Drives Improved Decision Making And Productivity In ePurchasing And CLM

    How To Interpret The Artificial Intelligence Claims Of Your Vendors
    April 2, 2018 | Andrew Bartels

    Artificial intelligence (AI) is a hot topic in technology today. A Forrester survey of almost two dozen ePurchasing and contract lifecycle management (CLM) vendors found that most have added AI...

  • Report Virtual Reality In 2018: Not A Customer Reality

    Our Top Five Takeaways For CX Pros About VR At Mobile World Congress
    March 27, 2018 | Jennifer Wise

    Forrester tested the virtual reality (VR) experiences at this year's Mobile World Congress (MWC) in Barcelona to examine what the advances in these technologies mean for customer experience (CX)...

  • Report Use AI To Optimize Your IAM Initiatives

    Mitigate Identity Risks And Automate Processes With Emerging AI Models
    March 27, 2018 | Merritt Maxim, Andras Cser

    AI and machine learning (ML) are transforming many existing technologies and processes. Identity and access management (IAM) is no exception to this trend, with many incumbent IAM vendors and new...

  • Report Now Tech: Machine Learning Data Catalogs, Q1 2018

    Forrester's Overview Of 23 Machine Learning Data Catalogs
    March 27, 2018 | Michele Goetz

    You can use machine learning data catalogs (MLDCs) to interpret and optimize the use of disparate data sources, reconcile policies across data use, and democratize data to the edge of business. But...

  • Report AI Is Ready For Employees, Not Just Customers

    Human-Machine Collaboration Should Start With Employees
    March 27, 2018 | Craig Le Clair

    Your customers aren't the only ones who can benefit from advancing artificial intelligence (AI) support — your employees can, too. Chatbots help employees who service customers, and you can build...

  • Report Use Forrester's AI Activation Framework For AI Results

    The AI Operating Model Is About Much More Than Tech
    March 23, 2018 | Michele Goetz

    Robots don't come out of the box ready to take on a task. They must learn. And contrary to other analytic capabilities designed and optimized to answer a question or output a result, robots operate...

  • Report Video: Apply AI To Deepen Customer Relationships

    March 22, 2018 | Brandon Purcell

    It's easy to jump into understanding AI from a technology lens. But before you invest in machine learning or deep-learning tools and technologies, first take a step back and identify your key...

  • Report AI-Driven Risk Management In Insurance

    Artificial Intelligence Transforms The Industry
    March 12, 2018 | Gordon Barnett

    The insurance industry continues to be affected by emerging technologies, particularly the set of artificial intelligence (AI) technologies. For example, AI-driven risk management solutions are...

  • Report AI-Driven Customer Experience In Insurance

    Artificial Intelligence Raises The Bar For Insurance Customer Experience
    March 8, 2018 | Gordon Barnett

    The insurance industry continues to be affected by emerging technologies, particularly artificial intelligence (AI). Digital insurers require the most complex blend of AI technologies that firms...

  • Report Begin Designing Your Conversational Banking Strategy Now

    Chatbots And The Technology Behind Them Remain Immature, But Digital Banking Leaders Should Start Testing And Learning Now

    A year ago, we wrote that too many banks were racing to launch chatbots but failing to focus on the risk of clunky, broken customer experiences. Despite the technology evolving over the past year,...

  • Report Five Methods For Measuring Call Deflection From Experiences That Begin With Digital

    How To Prove The ROI Of Your Digital Service Channel Investments
    March 5, 2018 | Ian Jacobs, Art Schoeller

    Application development and delivery (AD&D) professionals supporting contact centers must rein in costs without negatively impacting customer experience. They have heavily bet on lower-cost digital...

  • Report Get Emotion Right In Your Brand's Digital Marketing

    Start With Mobile, Chatbots, And Conversational Interfaces
    March 5, 2018 | Thomas Husson

    Marketers need to rethink how their brand conveys emotion beyond the confines of TV advertising. Mobile touchpoints like messaging apps and conversational interfaces, such as intelligent agents and...

  • Report AI Unlocks The Business Intelligence In BI

    Continuous Improvement: The Business Intelligence Playbook

    Business intelligence (BI) technology is the foundation of an insights-driven business. But even enterprises committed to data-driven decision making and that utilize modern BI tools frequently...

  • Report Now Tech: AI-Fueled Digital-First Customer Service Solutions, Q1 2018

    Forrester's Overview Of 15 AI-Fueled Digital-First Customer Service Solution Providers
    February 28, 2018 | Kate Leggett, Ian Jacobs

    You can use AI-fueled digital-first customer service solutions to improve experiences, strengthen relationships, and deliver highly personal engagement. But to access these benefits, you'll first...

  • Report The Second Coming Of Digital-First Customer Service Solutions

    AI Fuels Differentiated Digital Customer Service Experiences
    February 28, 2018 | Ian Jacobs, Kate Leggett

    Chat, chatbots, messaging platforms, the internet of things, video, and cobrowsing: Customers are turning to these new technologies for customer support at an ever-increasing rate. Vendors that...

  • Report New Tech: Conversational Computing Platforms, Q1 2018

    Forrester's Landscape Overview Of 21 Providers
    February 27, 2018 | Rob Koplowitz

    Voice input and control is the next human-computer frontier. The largest vendors are investing in conversational platforms; at the same time, smaller, well-funded players look to drive disruption....

  • Report The Ethics Of AI: How To Avoid Harmful Bias And Discrimination

    Build Machine Learning Models That Are Fundamentally Sound, Assessable, Inclusive, And Reversible
    February 27, 2018 | Brandon Purcell

    While the potential existential threat of artificial intelligence is well publicized, the threat of biased machine learning models is much more immediate. Customer insights (CI) pros must learn how...

  • Report Future-Proof Your Customer Service: Build An AI-Infused Cognitive Contact Center

    Changing Customer Journeys Require A Significant Shift In Contact Center Roles And Technologies
    February 23, 2018 | Art Schoeller

    Increased automation and the greater diversity of customer contact channels will complicate, not simplify, the job of contact center agents. Application development and delivery (AD&D)...

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