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  • Report Ten Ways To Prepare For The Next Recession

    Whether A Downturn Arrives Or Not, Becoming An Adaptive Enterprise Will Drive Customer Obsession And Better Business Results
    June 27, 2019 | J. P. Gownder

    Although downturns are notoriously hard to forecast, as 2019 gets underway, talk of recession is widespread. Whether or not recession strikes, enterprise leaders should take heart: The business...

  • Report The Forrester Wave™: Customer Service Solutions, Q2 2019

    The 12 Providers That Matter Most And How They Stack Up
    June 18, 2019 | Kate Leggett

    In our 33-criterion evaluation of customer service solution providers, we identified the 12 most significant ones — Appian, bpm'online, Freshworks, Microsoft, Oracle, Pegasystems, Salesforce, SAP,...

  • 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...

  • Webinar Start Designing The Human-Machine Workplace Now

    May 8, 2019 | J. P. Gownder, Samuel Stern

    From robotic process automation to AI to physical robots, automation technologies are entering the workplace — including yours. Technology leaders must take a proactive stance to...

  • Report The Revenge Of The Atoms

    Algorithms Plus Atoms Reshape The Age Of The Customer

    The digital world of bits empowered customers like never before. But a new era of continuous delivery, powered by AI and automation, promises to help companies regain some leverage in their...

  • Report Predictions 2019: Automation

    Automation Technologies Will Drive Success From The Service Desk To Customer Service And Beyond

    Automation technologies — a diverse set of technologies from robotic process automation (RPA) to business process management (BPM) to artificial intelligence (AI) and beyond — are becoming a key...

  • Report Automation, AI, And Robotics Aren't Quick Wins

    You Can Derive Value Today, But You're Really Investing For The Decade-Long Journey
    October 29, 2018 | J. P. Gownder

    Automation, artificial intelligence (AI), and robotics have risen to the top of the CIO agenda, but hype and under-performing early experiments raise concerns. Organizations that succeed with these...

  • Report The Future Of Work: Intelligent Machines Whispering To Your Employees

    Employ Everyday AI And Digital Colleagues To Drive Business Value Today And Into The Future
    July 17, 2018 | J. P. Gownder

    Increasingly, intelligent machines — ranging from artificial intelligence to intelligent assistants to RPA bots and beyond — are working side by side with employees to solve business problems. Most...

  • Report A Bold But Pragmatic Strategy For Business Automation

    Guide Your Business Automation Realistically With Forrester's Automation Framework

    Forrester's automation framework lays the groundwork for an unprecedented movement to automate business. Enterprise architecture (EA) professionals should put this framework into action...

  • Report The Three Rs Of Retail Robotics

    Use Robots To Increase The Human Touch In Retail
    February 20, 2018 | George Lawrie

    There's no lack of examples of robots of humanoid appearance (think the LoweBot) that provide relatively limited service interactions with customers. Behind the scenes, both retailers and consumer...

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