Charts & Figures
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Avaamo QuickCard
April 15, 2019
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Assessment Criteria
April 15, 2019
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Vendor QuickCard Overview
April 15, 2019
Search Results
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Webinar Modernize Your Design Organization For Scale And Inclusion
Monday, April 29, 2019, 1:00 p.m.-1:40 p.m. Eastern time (18:00-18:40 GMT) | Gina BhawalkarEstablishing an internal experience design team is a key ingredient for creating great customer experiences, but many firms struggle to evolve their experience design organizations to 1) meet...
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Report The Forrester New Wave™: Standalone Chatbots For IT Operations, Q2 2019
The Eight Providers That Matter Most And How They Stack Up
In Forrester's evaluation of the emerging market for standalone chatbots for IT operations, we identified the eight most significant providers in the category — Avaamo, Botpress, EdgeVerve...
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Webinar Get Control Over Your Bots With Forrester’s Automation Framework
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...
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Report Get Control Over Your Bots With Forrester's Automation Framework
Use Nine Critical Dimensions To Decipher The Automation Landscape
The impact of automation on companies' efforts to win, serve, and retain customers is unquestionable. However, it can be difficult to determine how different types of automation relate to one...
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Report Now Tech: Chatbots For IT Operations, Q1 2019
Forrester's Overview Of 29 Chatbots For IT Operations Providers
You can use chatbots for IT operations to automate workflows and provide access to information, expand employee self-service, and improve tasks such as incident response. But to realize these...
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Report RPA, DPA, BPM, And DCM Platforms: The Differences You Need To Know
Apply Forrester's Automation Framework To Process Automation
March 1, 2019 | Craig Le ClairCustomer-obsessed transformation has pushed automation front and center, but it's difficult to choose among automation tools. Robotic process automation (RPA) is surging, but firms have invested...
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Report Design For Dependability By Embracing A Future Of Trusted Technology
Reliable Services Are Critical For A Secure, Always-On Economy
February 25, 2019 | Naveen ChhabraAs the world evolves into a connected web of services that weave devices, users, and data in a seamless user experience, the megacloud providers have set expectations — for always-on capabilities,...
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Report The Employee Experience Technology Ecosystem
Tools And Technology: The Employee Experience Playbook
If you hold a traditional view and think about employee experience (EX) from the vantage point of the employee life cycle, from initial hiring to the exit interview, you're missing your single...
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Report What's New In Service Design And What It Means For CX Pros
Highlights From The 2018 Global Service Design Conference With Forrester's Analysis
February 13, 2019 | Karine Cardona-SmitsWhat's the latest in service design, and what does it mean for customer experience (CX) professionals? Forrester attended the 2018 Service Design Global Conference in October to investigate, and we...
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Report Decipher Infrastructure Automation With Forrester's Framework
Landscape: The Infrastructure Transformation Playbook
January 28, 2019 | Chris GardnerThe impact of automation on companies' efforts to win, serve, and retain customers is unquestionable. However, it can be difficult for infrastructure and operations (I&O) professionals to determine...
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Report Master Automation And Software To Transform Your Infrastructure
Executive Overview: The Infrastructure Transformation Playbook
January 28, 2019 | Glenn O'DonnellCustomer-obsessed technology places the broader charter of service design on the infrastructure and operations (I&O) team. I&O leaders must own the design for the full system of interacting parts...
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Report Now Tech: Experience Design Services In China, Q1 2019
Forrester's Overview Of 27 Experience Design Service Providers In Greater China
January 18, 2019 | Riccardo PastoYou can use experience design (XD) to shape customer-centric initiatives and business strategies, blur the boundaries between digital and physical, and attract and engage customers in Greater...
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Report Service Design Improves CX By Bridging Silos
Companies With Fragmented CX Efforts Can Do Better By Learning The Service Design Approach
January 11, 2019 | Karine Cardona-SmitsBrands are investing in customer experience (CX) but still struggle to meet expectations. Why? It's often because of missteps in the way they adopt UX practices and innovate. CX and UX...
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Report Defining The EA Service Catalog
Processes: The EA Practice Playbook
December 26, 2018 | Gordon BarnettEnterprise architecture (EA) stakeholders determine the value of EA. If stakeholders do not find EA services effective and easy to use or understand — or if they do not enjoy consuming them — they...
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Report The Fear Of Hiring XD Providers And How To Overcome It
Companies Fear Abandonment, Failure, Infighting, Arrogance, And Chaos, But Three Tactics Can Help
December 13, 2018 | Andrew HoganIt's smart for companies to contract with an outside firm for experience design (XD) — but they often fear how the partnership might go sour. This bite-size brief highlights five common...
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Report The Forrester Wave™: Global IoT Services For Connected Business Operations, Q4 2018
The 14 Providers That Matter Most And How They Stack Up
In our 27-criterion evaluation of global internet-of-things (IoT) services for connected business operations providers, we identified the 14 most significant ones — Accenture, Atos, Capgemini,...
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Report Service Providers Up The Ante On Digital Operations With Intelligent IT Automation
Processes: The Continuous Deployment Playbook
November 20, 2018 | Bill MartorelliGlobal systems integrators (GSIs) are often an entry point for advanced automation technologies that support operational processes. Major service providers are building cognitive and robotic...
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Report Make Employee Experience The Focus Of Your Managed Workplace Services Strategy
Delivering consumer-grade workplace services has become a high priority for infrastructure and operations (I&O) professionals. Historically, I&O managers have sought to provide device support at...
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Report Predictions 2019: Cloud Computing
Cloud Comes Of Age As The Foundation For New Digital Application Platforms, Both Inside And Outside The Data Center
Public cloud adoption is mainstream today, but only a small fraction of core business applications run in a public or private cloud. In 2019, a major transformation of legacy apps using powerful...
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Report The Forrester Wave™: Configuration Management Software For Infrastructure Automation, Q4 2018
The Seven Providers That Matter Most And How They Stack Up
November 7, 2018 | Chris GardnerIn our 27-criterion evaluation of configuration management providers, we identified the seven most significant — Canonical, Chef, Microsoft, Northern.tech, Puppet, Red Hat, and SaltStack — and...
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Report How To Scale Your Design Organization
October 18, 2018 | Gina BhawalkarFirms are investing in experience design (XD) now more than ever. Why? Because they recognize the business value of 1) designing their products and services better and 2) applying design expertise...
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Report Change Management: Let's Get Back To Basics
Continuous Improvement: The Continuous Deployment Playbook
October 18, 2018 | Charles BetzInfrastructure and operations (I&O) professionals are questioning the relationship between traditional change management and new practices such as Agile and DevOps. The change management process...
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Report Automation Drives The I&O Industrial Revolution
Vision: The Infrastructure Transformation Playbook
A digital business needs technology that adapts and scales quickly, reliably, and economically. As infrastructure and operations (I&O) professionals transform their infrastructure to meet this...
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Report Gauge Your Infrastructure Automation Maturity
Assessment: The Infrastructure Transformation Playbook
October 4, 2018 | Chris GardnerTo convert your mundane operations routines into a finely tuned, automated ecosystem, you need to know where to start your transformation. This report guides infrastructure and operations (I&O)...
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Report Demystifying The Language Of CX And UX
Essential Definitions For Your Execs To Avoid Making Misguided Strategic Decisions About CX And UX
October 2, 2018 | David TruogCX and UX pros can't go it alone — you need your colleagues to be onboard, to deliver the right experiences to your customers. The foundation for this is a shared understanding of what you're...