William McKeon-White

Previously, we’ve written about the gradual competition of large software providers at the edge of enterprise service management (ESM) and the land grab that was taking place. Over the past year, this competition has only intensified. This expansion has been so severe that the actual ESM capability map may evolve. In 2017, Forrester started covering […]

Chatbots haven't lived up to their promise. Learn the the three common missteps firms make in rolling out their chatbot initiatives.

Today, we released: “The Forrester New Wave: Chatbots for IT Operations, Q4 2020.” We looked at the top nine vendors in the market today and evaluated them across 10 criteria. Organizations looking to improve employee technology experience or increase their automation capabilities can use IT chatbot platforms to: Deflect tickets from the help desk Automate […]

Customer experience is just as important for internal customers as external. Learn more about the value of CX in your IT planning.

Now is not the time to revert back to old industrial practices. The world is going even more digital because of the COVID-19 crisis, and old industrial era thinking needs to be abandoned once and for all.

For all their promise, chatbots are still decidedly imperfect. With good reason: The processes underlying their functioning are numerous and complex. But, there's hope.

From natural language generation to quantum computing, a look at what's gaining traction and what it could mean for companies.

Chatbots rely on natural language processing (NLP) to understand you. Before they can process a language, they must learn it. Read more.