Craig Le Clair

Vice President, Principal Analyst

Forrester Bio

Author Insights

IBM Jumps Into RPA Market With Automation Anywhere -- Perhaps A Turn To More Practical Challenges

Craig Le Clair July 13, 2017

IBM and Automation Anywhere  (AA’s) today announced a collaboration (note-not a formal partnership yet) to integrate (AA’s) Robotic Process Automation (RPA) platform, used to create software bots to handle repetitive, task-based work, with IBM’s portfolio of digital process automation software, that includes IBM Business Process Manager and Operational Decision Manager. For AA, the partnership is a validation of […]

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Operating Models Must Evolve To Address RPA Gaps

Craig Le Clair June 5, 2017

The search for “quick” solutions to fragmented business applications has pushed RPA investment. I've taken over 200 inquiries on RPA in the past six months and attended Blue Prism, Automation Anywhere, NICE, and other vendor conferences and spoken to their customers. About half the enterprises I have talked with are just starting out either in vendor review […]

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RPA and the Future of Work: Dystopian Views

Craig Le Clair May 31, 2017

In the past several months, I’ve given 10 talks on robotic process automation (RPA), its relationship to AI, and its future effect on jobs. These talks were mostly at tech conferences where the audience is a mix of corporate and government technology and business leaders. The industries represented are diverse, as is the process focus […]

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Confusion And Vendor Adolescence Stalls AI Innovation In Financial Services

Craig Le Clair January 6, 2017

  AI is a hot topic in financial services. And its easy to see why. Increasing margins on transactions, decimated by compliance costs and low interest rates, reaching new market segments, and automating routine tasks, makes AI innovation attractive. And in one sense, FinServ has always been about algorithmic innovation. There is no higher potential […]

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Is IBM Watson WorkSpace The Answer To Our Digital Disorder?

Craig Le Clair October 27, 2016

Bouncing among cognitive sessions and weaving though the crowds, it’s not clear what hurts the most, my feet or my brain.  How much of this are we to believe? What is actually deployable, affordable, and usable by mere humans, and when?  The cognitive exuberance at World of Watson (WOW) was certainly exhausting and even by […]

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Top Reasons The OpenText Acquisition Of EMC’s ECD Will End Up As A Positive For Customers

Craig Le Clair September 12, 2016

EMC purchased Documentum in 2003 for $1.7 billion, a very high price tag at the time, and did not grow the core business. Today, the Enterprise Content Division (ECD) business unit consists of Documentum, next-generation content platform Project Horizon, and the archiving solution EMC InfoArchive. Core Documentum products include the Documentum platform, xCP and D2, midmarket […]

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Pega Buys OpenSpan: Watch Out - RPA Vendor Landscape Is About To Change

Craig Le Clair April 12, 2016

Enterprises, in their quest to reduce labor costs, are applying RPA technologies. Yet they do not have a well-defined set of principles and best practices, including how to position RPA with other process tools and initatives. Today it may have become a bit more clear. Pega is the first tech provider, and only BPM market […]

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Seven New Buying Patterns Reshape The 2017 Enterprise Collaboration Market

Craig Le Clair March 9, 2016

The enterprise collaboration (EC) landscape is rife with innovative products that begin with a narrow feature set (e.g., Box for document collaboration or Slack for group messaging). Viral growth and company value often follow — along with competitors that target the newly identified market. A fragmented and overlapping landscape results as newer entrants pursue broader […]

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The Blind Spot For Man-Machine Collaboration

Craig Le Clair March 9, 2016

We are kicking off a research series on the future of work for "production services," with a focus on administrative and customer service jobs where a high degree of automation is projected. Basically, cognitive computing may do to white-collar jobs what robotics did to blue-collar jobs. This may lead to radically different work patterns and unintended consequences. Enterprises risk blindly […]

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Nintex To Purchase Drawloop — Enters Emerging CCM Cloud Market

Craig Le Clair July 8, 2015

Nintex is expanding into the emerging cloud-based workflow market — by acquiring Drawloop, an Irvine, California-based document generation provider: http://www.nintex.com/company/news-press/news-archive/2015/nintex-acquires-drawloop. Drawloop is one of the top 10 paid apps in the Salesforce AppExchange, with more than 1,000 customers, yet relative to the core customer communications management (CCM) market that has matured in a batch world driven by large-print […]

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Lexmark Acquires Kofax- Becomes A Major Force To Help Companies Digitize Operational Processes

Craig Le Clair March 24, 2015

This latest Lexmark move is harder to assess than previous major acquisitions. Give  the Perceptive acquisition an  A, Brainware  a B -,  and Pallas maybe a  C+. The Kofax merger, on the other hand, has two legitimate views and lets start with the positive. Kofax has indeed assembled a range of complimentary components that fit well with Lexmark's […]

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Business Agility Drives Tech Companies To Divide And Innovate - At 60 Billion Are The HP Companies Small Enough?

Craig Le Clair October 20, 2014

Somewhat lost in the discussion of HP splitting into two is whether breaking into smaller companies is an unstoppable trend in the tech sector.  HP plans to break itself apart, creating two approximately $60 billion, publicly owned, global companies. No one would consider these small. Companies at a certain size just can't execute at the speed of […]

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E-Delivery Adoption Despite Mobile Mind Shift Is Still Abysmal

Craig Le Clair September 8, 2014

  During the internet bubble of 2000, many of us predicted E-delivery of business content would reach a 40% to 50% adoption within a few years. Here we are now almost 15 years later and it still hovers around 20%. How can this still be true in 2014? Enterprises want print to become a secondary […]

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Kofax Acquires SoftPro, Enters Growing E-Signature Market

Craig Le Clair September 3, 2014

There are a few well-engineered products out of Stuttgart, Germany — Mercedes-Benz, an oft-visited tourist stop, is one. Another good Stuttgart product: SoftPro’s E-signature solution. Its strengths lie in its use of biometrics for image verification, particularly the SignAlyze product, a signature verification tool used extensively by German banks. SoftPro has a strong global presence […]

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Digital Disruption To The Ultimate - I Should Have Taken The Michael Connelly Novel

Craig Le Clair August 26, 2014

Vacation is a good time to read things that you can never get to while working. My list is quite long but I  scanned it  and took a copy of “The ZERO Marginal Cost Society” by Jeremy Rifkin to the beach. Now Forrester has a lot of focus on digital disruption, helping enterprises avoid being […]

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The Most Agile Banks

Craig Le Clair June 6, 2014

Banks are burdened with sizable infrastructure, struggle to service traditional and emerging channels, are severely boxed in by increasing compliance demands, and are not particularly nimble — also due to overly seasoned business applications. At the same time, the banking industry is ripe for digital disruption, as banks’ traditional strengths of size and breadth aren’t […]

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Business Agility Starts With Your People: Keynote At Forrester London Forum

Craig Le Clair May 27, 2014

The ability to sense and execute on change are essential qualities of a digital business in today’s marketplace. Don’t believe me? Consider this: 70% of the companies that were on the Global 500 list a mere 10 years ago have now vanished – unable to adapt. In those 10 years we’ve seen digital disruption change the […]

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Lexmark To Buy Readsoft - Consolidation Continues In Capture And Content Management Market

Craig Le Clair May 12, 2014

Lexmark’s acquisition of Readsoft is part of a continued effort at Lexmark to balance mature and stable printer HW revenues with faster  growing software and services businesses.  This acquisition is one of many in the last two years, and is consistent with consolidation in the mature capture and content market.  And it works for me. Readsoft […]

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Is All Work Becoming Knowledge Work?

Craig Le Clair March 14, 2014

  It hit me the other day when I was speaking with a call center operator about my reservation. She was funny, smart, well informed and flew around her app. with the quickness of the chipmunk. She is the new breed of worker. Not the production worker that performs repetitive tasks, like data entry and responding to […]

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Well Deserved Bad Karma At SuperBowl

Craig Le Clair February 3, 2014

My wife would say that the cold weather has me watching too many "waste of time" sporting events. She is correct of course, but sports and life have many paralells and here's my current favorite. I am believing more and more in the importance of Karma where good intent and deeds contribute to future happiness, and bad intent […]

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