Charts & Figures
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Hot Insurance Technology Investments
December 2, 2019
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Insurance Technology Outlook
December 2, 2019
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Hype Insurance Technology Investments
December 2, 2019
Search Results
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Webinar AI Predictions 2020
A Conversation With The Analysts Who Made Them
Monday, January 27, 2020, 1:00 p.m.-2:00 p.m. Eastern time (18:00-19:00 GMT) | Srividya Sridharan, Mike Gualtieri, Ian JacobsThe artificial intelligence (AI) zeitgeist today is filled with grand vision, pragmatism, hope, fear, success, failure, and everything in between. As with any megatrend, AI has captured the...
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Webinar Predictions 2020: Customer Service
The Year That Automation And AI Reshape Customer Service
Tuesday, January 21, 2020, 1:00 p.m.-1:40 p.m. Eastern time (18:00-18:40 GMT) | Ian Jacobs, Kate Leggett, Art SchoellerJoin us to explore the (often unexpected) impacts of AI and automation in 2020 and beyond. From remaking contact center labor models to changes in the way customer service work is done, 2020 will...
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Report The Employee Experience Bill Of Rights In The Era Of AI And Automation
Guaranteeing Rights For Employees Ensures Relative Calm For Companies
December 5, 2019 | J. P. Gownder, Samuel SternThe threat of automation and the consequent uncertainty of their long-term relevance have employees on edge. Rightfully so, as most companies haven't taken the necessary steps to reassure their...
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Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Utilities
Emerging technologies will impact what is possible in the consumer utilities market — electricity, water, and gas — in terms of controlling consumption but will have less influence on direct...
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Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Wealth Management
Future wealth management services will be more natural, personalized, and contextually relevant. Mobile experiences in wealth management will be fueled by emerging technologies and customer-focused...
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Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Transportation
Consumers today regularly engage with transportation-as-a-service models like Uber and Lyft via their mobile devices. As new technologies emerge, the transportation industry will be disrupted once...
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Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Media
More than a quarter of US online adults prefer to use their smartphones to purchase digital or downloadable products. Consumers already regularly spend money on digital media like videogames on...
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Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Insurance
Emerging technologies will shift the traditional insurance industry to adopt new, digital practices. The accompanying PDF provides a closer look at the impact that emerging technologies will have...
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Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Education
Mobile has long promised to be the great equalizer in education by bringing connectivity to the billions of people who own mobile devices. Emerging technologies will scale education with immersive...
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Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Banking
US consumers today complete a double-digit percentage of banking activities on their mobile devices. As mobile technologies advance, so will banking capabilities. Ultimately, consumers will feel as...
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Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Healthcare
Mobile devices will enable on-demand, affordable healthcare with capabilities like video conferencing, text-based services, and remote monitoring. Emerging technologies will improve healthcare...
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Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Travel
Mobile commerce already plays a major role in the customer journey when booking travel, and consumers will increasingly book and buy travel via mobile devices. Emerging technologies will...
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Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Retail
Visual Search Will Elevate mCommerce Revenue In Retail
Mobile has transformed retail by adding proximity and immediacy to the shopping experience: Many visits to US eCommerce sites now occur via smartphones, and US consumers complete a double-digit...
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Report The Top Emerging Technology Investments In Insurance In 2020
Tools And Technology: The Digital Insurance Strategy Playbook
December 2, 2019 | Ellen CarneyForrester interviewed more than 30 insurance business and technology decision makers to learn their tech investment priorities for 2020. This report provides insurance digital strategy...
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Report The CIO's Guide To Augmented, Mixed, And Virtual Reality
Build Future-Of-Work Scenarios For Your Employees To Increase Productivity, Quality, And Employee Experience
November 21, 2019 | J. P. GownderThe future of work requires CIOs and their business partners to bring all the benefits of digitalization to employees. Employees in frontline jobs — from surgeons to field service technicians to...
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Report The State Of US Consumers And Technology, 2019
Increasingly Intimate Technologies Spark The Next Mind Shift
November 8, 2019 | Anjali LaiToday's abundance of technology means that consumers idealize digital detoxes and device retreats, but our data proves that their willingness and capacity to adopt and use more technology is still...
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Report Predictions 2020: Customer Experience
Economics Will Drive Major CX Decisions But Not Always For The Best
Improving customer experience (CX) is a superior way for companies to grow revenue and increase profits. In 2020, CX professionals who can prove the ROI of what they do face a strong job outlook,...
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Report Predictions 2020: Customer Service
Automation Remakes The Contact Center Organization
We've survived the hype storm around chatbots . . . barely. 2020 will mark the beginning of the concrete alterations that AI beyond chatbots will make to customer service and contact center groups....
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Report Predictions 2020: Automation
Utilize Strike Teams To Fend Off The Automation Paradox
Automation — a diverse set of technologies ranging from robotic process automation (RPA) to continuous delivery (CD) to hybrid cloud management and beyond — is a key investment for CIOs and their...
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Report The Future Of Work: You Must Change How You Hire Customer Service Agents
Workforce Transformation Must Come Before Automation
As customer service organizations grow more complex, the day-to-day work of a contact center agent will change. Automation will tackle simple, repetitive tasks; agents will need different skills to...
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Webinar The Essentials Of Chat, 2019
Firms place too much cognitive load on consumers in the context of digital experiences. Conversational interfaces offer one opportunity to lighten this load by allowing consumers to use natural...
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Report Five Lessons From The Forrester New Wave™: Conversational AI For Customer Service, Q2 2019
These New Technologies Require Novel Approaches To Purchasing Enterprise Software
September 16, 2019 | Ian JacobsEarlier this year, Forrester evaluated 14 different conversational AI for customer service solutions. During that research, we identified five key lessons that brands considering such technologies...
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Report The Forrester Wave™: Enterprise Health Clouds, Q3 2019
The Nine Providers That Matter Most And How They Stack Up
September 11, 2019 | Jeff BeckerIn our 31-criterion evaluation of enterprise health cloud providers, we identified the nine most significant ones — Amazon Web Services (AWS), Atos, Google, IBM, Microsoft, NTT DATA, Philips,...
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Report Consumers Want Convenience, Not Conversations
Conversational Interfaces Struggle To Deliver Contextual Convenience
Consumers want convenience and choice — not conversational interfaces. However, a fear of being left behind still impels digital business leaders to build them. And nearly three-fourths of those...
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Webinar Hot Or Not: The Top Retail Initiatives For 2019
July 10, 2019 | Brendan Witcher, Claudia TajimaFor brands to succeed in the dynamic and constantly evolving world of commerce, they must meet rapidly rising customer expectations with exceptional, relevant, and value-oriented...