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• Report Employee Experience Is Crucial To Success In The Era Of AI, Automation, And Robotics

  Driving A Successful Employee Experience Also Drives A Higher RQ

  September 16, 2019 | J. P. Gownder, David K. Johnson

  Employees often resist when a firm implements AI, automation, and robotics. Many fear losing their job, mistrust their robot colleagues, and worry that if they do embrace the technology, they'll...

• 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...

• Report The Adaptive Workforce Will Drive The Future Of Work

  To Thrive In The Era Of AI And Robotics, Cultivate The Right Skills, Culture, And Organizational Structures

  July 25, 2019 | J. P. Gownder

  The future of work isn't something that happens to you — it's something you create for your company and your own career. Unfortunately, C-level technology and business leaders are often uncertain...

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  Webinar Hot Or Not: The Top Retail Initiatives For 2019

  July 10, 2019 | Brendan Witcher, Claudia Tajima

  For brands to succeed in the dynamic and constantly evolving world of commerce, they must meet rapidly rising customer expectations with exceptional, relevant, and value-oriented...

• 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 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...

• Forum CX NYC 2019

  Change The Game: Leading Radical CX Innovation

  June 11, 2019 | New York City | Harley Manning, Rick Parrish, Maxie Schmidt-Subramanian

  First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

• Report Improve The Human Condition To Drive Your Healthcare Innovation

  Opportunities Extend Beyond Pure Healthcare And Include Your Own Employees

  June 10, 2019 | James Staten

  All your innovation investments and efforts should be driven by customer experience (CX) insights. For nearly every industry, a key aspect of this is the challenges customers face in their everyday...

• Forum Digital Transformation & Innovation India 2019

  Master Tech-Driven Transformation

  May 28, 2019 | Mumbai | Amit Bhatia, Frederic Giron, Leslie Joseph

  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,...

• Report RQ For Blockchain: Assess Your Readiness For Using Distributed Ledger Technology

  The Robotic Quotient For Blockchain Guides Your Approach To People, Leadership, Organization, And Trust In The Era Of Multiparty Processes

  May 17, 2019 | Martha Bennett, J. P. Gownder

  The introduction of blockchain (AKA distributed ledger technology or DLT) is transforming processes and operating models and ushering in an era of new business and trust models. But while the...

• 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 Four Main Players Star In The Future Of Work

  The Multiplying Force Of Automation Can Make Them All Winners

  May 14, 2019 | James L. McQuivey, J. P. Gownder

  Politicians, pundits, and prognosticators have pounced on the topic of the future of work, pondering who will win and who will lose. Job losses will reach 29% by 2030, and the creation of...

• Report Future Jobs: Plan Your Workforce For Automation Dividends And Deficits

  Twelve Work Personas Define The Future Of Work

  April 30, 2019 | Craig Le Clair, J. P. Gownder

  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...

• Report The Revenge Of The Atoms

  Algorithms Plus Atoms Reshape The Age Of The Customer

  February 28, 2019 | J. P. Gownder, Brian Hopkins, Craig Le Clair

  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 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: Robotic Process Automation Services, Q4 2018

  Forrester's Overview Of 39 Robotic Process Automation Service Providers

  December 14, 2018 | Leslie Joseph, Craig Le Clair

  Robotic process automation (RPA) services can add value via consulting, implementation support, and ongoing management of an RPA program. But to access these benefits, you'll first have to select...

• Report Disruptive Innovations Are Happening In Every Industry

  If Farmers Can Innovate, So Can You

  December 12, 2018 | James Staten, Michele Pelino

  Every company is facing future digital disruption from peers and new market entrants that are leveraging technology chains to deliver disruptive new market innovations. Even old school industries...

• Report Predictions 2019: Automation

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

  November 6, 2018 | J. P. Gownder, Craig Le Clair, Bill Martorelli

  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 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 Use The Rule Of Five To Find The Right RPA Process

  But Beware Of Freezing Essential Process Improvement

  September 12, 2018 | Craig Le Clair

  Simple processes in high-transaction volumes are today's robotic process automation (RPA) sweet spot, but enterprises struggle with finding and prioritizing them. This report provides...

• 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 Rise Of Customer Service Robots

  Use Physical Robots To Make Operations More Human

  August 21, 2018 | Kate Leggett, Ian Jacobs

  Customer service leaders are reimagining their operations with automation and AI at the center, fundamentally changing the nature of jobs. Customer service robots — semi- or fully autonomous...

• 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 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,...