Charts & Figures
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ChatOps Speeds Up Operations
May 24, 2019
Search Results
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Report How To Budget For Employee-Facing Technology For 2020
Align Technology Purchases To Business Imperatives For EX Success
June 10, 2019 | Andrew HewittInfrastructure and operations (I&O) leaders planning their budgets for 2020 and beyond must purchase technology that enables employees to win, serve, and retain customers. But workforce...
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Forum Digital Transformation & Innovation India 2019
Master Tech-Driven Transformation
The lure of digital transformation Much of the allure of digital transformation was in its promise of leading market disruption and innovation. If you added a few emerging technologies here,...
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Report Harness ChatOps To Create Technology-Augmented Teams
To combat the ever-increasing pace and complexity of work, employees are always looking for ways to get more done. Corresponding with the rise in popularity of team-based perpetual chat platforms...
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Report IoT Solutions Transform The Cold Chain
Enhanced Cold Chain Processes Benefit Many Industries
May 2, 2019 | Michele PelinoFirms in the perishable food, transportation, rubber and plastics, pharmaceutical, chemical, and oil and gas industries are deploying internet-of-things (IoT)-enabled cold chain processes to use...
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Report Future Jobs: Plan Your Workforce For Automation Dividends And Deficits
Twelve Work Personas Define The Future Of Work
Automation deficits (also known as job losses) due to advancing automation are inevitable. But they'll affect different occupations at different times and in different ways. To help you better...
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Webinar Modernize Your Design Organization For Scale And Inclusion
April 29, 2019 | 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 How To Wake Up From The Nightmare Of Workplace Technology Distraction
Build A Solid User Experience To Enable A More Focused Workforce
April 26, 2019 | Andrew HewittTo remain competitive in a world of increasingly connected customers, businesses have turned to the latest digital technologies to improve employees' productivity, collaboration, and connection to...
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Report The Inclusive Design Imperative: Win And Retain More Customers
Modernize Your Design Practice To Reach More Of Your Target Market
April 23, 2019 | Gina BhawalkarExperience design (XD) leaders can help their firms win and retain customers, break into new markets, and get employees more engaged, by prioritizing inclusion. To do this, you need to shift your...
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Report Get The Most Out Of IoT-Connected Business Operations Services Engagements
Insights From The Forrester Wave™: Global IoT Services For Connected Business Operations, Q4 2018
The market for internet-of-things (IoT) professional services is robust but immature. Consequently, technology stakeholders driving connected business operations initiatives must sift through...
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Report Digital CX Trends, 2019
Digital CX And Human-Centered Experience Design Align — At Last
Digital CX is changing: As it encompasses more capabilities like voice, connected devices, and notifications, customer experience (CX) pros and their companies can no longer take a...
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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,...