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  • Craig Le Clair

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  • Report Attended-Mode RPA: The Differences You Need To Know

    Intelligent Automation Must Include The Front Office
    July 29, 2019 | Craig Le Clair

    Robotic process automation (RPA) has emerged to deliver efficiencies and enhance customer goodwill in contact centers and customer service. Human agents can reduce repetitive, manual tasks and...

  • Webinar Get Control Over Your Bots With Forrester’s Automation Framework

    April 3, 2019 | Chris Gardner, Craig Le Clair

    Every organization has automation, and its impact on winning, serving, and retaining customers is unquestionable. However, it can be difficult to align islands of automation and rationalize your...

  • Report Gauge Your RPA Maturity

    February 21, 2019 | Craig Le Clair

    The search for rapid digitization has pushed robotic process automation (RPA) to a prominent position in automation strategies. To help infrastructure and operations (I&O) professionals evaluate...

  • Report Now Tech: Customer Communications Management, Q1 2019

    Forrester's Overview Of 17 CCM Providers
    January 11, 2019 | Craig Le Clair

    You can use customer communications management (CCM) to format, personalize, and distribute content to support physical and electronic communications and improve the customer experience. But to...

  • Report Reinventing Work In The Era Of Automation

    Automation Is Creating A Radically Different Economic Reality For Jobs
    August 24, 2018 | Craig Le Clair

    Three unstoppable forces — scale, control, and convergence — will reorganize traditional work into four segments: automation deficits, automation dividends, the talent economy, and restructured...

  • Report The Forrester Wave™: Robotic Process Automation, Q2 2018

    The 15 Providers That Matter Most And How They Stack Up
    June 26, 2018 | Craig Le Clair

    In our 30-criteria evaluation of robotics process automation (RPA) providers, we identified the 15 most significant — Another Monday, AntWorks, Automation Anywhere, Blue Prism, Contextor,...

  • 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...