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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 Jacobs

    Earlier 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...

  • Report The Top Retail Technology Investments In 2019

    Retailers Must Distinguish Hot From Hype In Tech Investments
    July 9, 2019 | Brendan Witcher

    We interviewed more than 40 industry professionals to understand the areas of retail initiatives they are investing in this year. This report gives digital business professionals insights into...

  • Report The Forrester New Wave™: Conversational AI For Customer Service, Q2 2019

    The 14 Providers That Matter Most And How They Stack Up
    June 11, 2019 | Ian Jacobs

    In Forrester's evaluation of the emerging market for conversational AI for customer service, we identified the 14 most significant providers in the category — [24]7.ai, Aivo, Avaamo, Cognigy,...

  • Report New Tech: Conversational AI For Customer Service, Q2 2019

    Forrester's Landscape Overview Of 42 Providers
    May 23, 2019 | Ian Jacobs

    Conversational AI for customer service — AKA chatbots or virtual agents — is both trendy and disappointing simultaneously. For every brand that touts benefits like contact deflection and cost...

  • Report The Forrester Tech Tide™: AI, Automation, And Robotics For Customers And Employees, Q2 2019

    18 Technologies Underpin Customer And Employee Engagement
    May 16, 2019 | J. P. Gownder, Brandon Purcell

    Customers want better experiences, and employees want to feel more empowered in their jobs. There are very few technologies that can play a significant role in both customer and employee engagement...

  • Report Born To Chat

    Tips And Tricks From Early Chatbot Entrepreneurs
    April 2, 2019 | Julie A. Ask

    We spoke to 20 companies to assemble insights on operational best practices for firms developing products or services rooted in a conversational interface. If you're thinking about building up your...

  • Report Introducing Forrester Future Fit

    Are You Fit Enough To Share In A World Of Intelligent Technologies?
    April 1, 2019 | James L. McQuivey

    The future is coming, full of AI, robotics, and machine intelligence. Some people are readier than others to enter the bold new world of intelligent technologies that are shaping our shared future,...

  • Report At A Glance: Master Digital Voice Experiences

    A Digital Voice Experience Series Report
    March 27, 2019 | Jennifer Wise

    Digital voice interfaces are hot: New voice-activated devices are hitting the market, customers are buying them, and brands are rushing to create voice experiences for customers to use. Yet many of...

  • Report The Digital Voice Experience Knowledge Gap

    A Digital Voice Experience Series Report
    March 27, 2019 | Jennifer Wise

    Digital voice experiences are proliferating — but also disappointing customers. That's because it's no easy task to create a voice-based experience — people already have strong expectations for how...

  • Report Digital Voice Experiences

    A Digital Voice Experience Series Report
    March 27, 2019 | Jennifer Wise

    Voice-based digital experiences are all the rage, with consumers using remotes, cars, speakers, and even microwaves that listen and/or talk. Companies wanting to leverage this new touchpoint are...

  • Report How To Design Digital Voice Experiences

    A Digital Voice Experience Series Report
    March 27, 2019 | Jennifer Wise

    Companies are rushing to launch digital voice experiences to keep up with the growth in customers' adoption of talking appliances and competitors' pilots. But their hopes to launch a killer Alexa...

  • Report New Tech: Virtual Care, Q1 2019

    Forrester's Landscape Overview Of 36 Providers
    February 5, 2019 | Arielle Trzcinski

    Virtual care promises to transform the way we receive and deliver healthcare. This report presents an overview of the emerging vendors in the healthcare virtual care market. These vendors deliver...

  • Report Real Conversational Interfaces

    Most Chatbots And Voice Interfaces That Claim To Be Conversational Are Not
    October 2, 2018 | Jennifer Wise, Andrew Hogan, Allegra Burnette

    Interfaces that let people use natural language — from chatbots based on typing and reading to voice interfaces based on speaking and listening — are wildly popular but wildly immature: They're...

  • Report New Tech: Natural Language Generation (NLG) Technologies, Q3 2018

    Forrester's Landscape Overview Of 12 Providers
    September 24, 2018 | Boris Evelson, Christian Austin

    A picture isn't always worth a thousand words. Even with the slickest dashboards, clients ask us, "Can't somebody just explain what the numbers mean to an executive?" Further, a human can't...

  • Report The AI Revolution In CX Measurement

    12 AI Use Cases That Can Improve How CX Pros Track CX And Drive CX Action — And What CX Pros Must Do Now To Prepare
    August 1, 2018 | Maxie Schmidt-Subramanian

    AI technologies have the potential to make customer experience (CX) measurement programs more effective and efficient. CX professionals who don't pay attention to the current AI revolution will be...

  • Report The Top Retail Technology Investments In 2018

    Retailers Must Distinguish Hot From Hype In Tech Investments
    May 30, 2018 | Brendan Witcher

    Retailers must forge through the crowded digital landscape to determine which technologies will most effectively meet their customers' unique expectations. For our annual top trends study, we...

  • Report The Forrester New Wave™: Conversational Computing Platforms, Q2 2018

    The Seven Providers That Matter Most And How They Stack Up
    April 12, 2018 | Rob Koplowitz, Michael Facemire

    In Forrester's evaluation of the emerging market for conversational computing platforms, we identified the seven most significant providers — Amazon, Google, IBM, Microsoft, Nuance Communications,...

  • 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 Plan For Success In Conversational Computing

    Moving From Simple Chatbots To Valuable Conversational Apps
    October 26, 2017 | Rob Koplowitz, Andrew Hogan

    Conversational computing is moving from extensive experimentation largely driven by application developers to solutions that provide real and differentiated business value. It's early days, and...