artificial intelligence (AI)

This week, YouTube turned to Facebook and said, “Hold my beer.” Yesterday, after intense pressure, the platform decided to demonetize channels that promote hate speech and discrimination. And in a terrifying story on Monday, The New York Times reported that YouTube’s recommendation engine surfaces videos of partially clothed children to viewers who’ve watched similar videos […]

Facebook’s Planned “Coin” — Much Ado About We-Don’t-Know-What Given Facebook’s 2.4 billion monthly active users, any move the company makes is noteworthy. Put Facebook and cryptocurrency in the same sentence, and you’re guaranteed headlines. In reality, we still don’t know exactly what or when Facebook is planning to launch — possibly in early 2020 and […]

To help retailers and brands plan for 2019, Researcher Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions To Retail.” Last week, we spoke to Sam Stern about how employee experience will impact retailers in 2019. This week, Claudia interviewed Michele Goetz, principal analyst on Forrester’s enterprise architecture team and an expert in AI, on her 2019 AI predictions report. […]

As companies strive to improve customer experience through better customer and employee engagement, they inevitably face the problem of scalability. How can we provide a seamless, convenient, and consistent experience to all our customers? And how can we best equip our employees to do so, as well? The technologies in our recently published “The Forrester […]

Having A Digital Ad Strategy Doesn’t Mean You’re Ready For This $100 Billion Market This week, the IAB announced that US digital ad spend topped $100 billion for the first time last year. We’re not surprised — our forecast predicts that by 2023, CMOs will spend nearly $150 billion on various digital marketing channels in […]

This month’s Insights Beat uncovers new ways to accelerate digital transformation, featuring some of our latest research on data and analytics technologies and strategies.

“AI” is shorthand for an ecosystem of technologies. We’ve created a chart that explains components of AI and how they may apply to healthcare uses cases.

We’re just a month away from Forrester’s Digital Transformation & Innovation 2019 Forum, where my Forrester colleagues and leaders from a wide array of companies will be sharing our vision for how technology will drive the next wave of innovation. I hope you’ll join us in Chicago, May 14–15. This isn’t your grandfather’s outdated approach such […]

In the world of customer analytics, soaring solos only get you so far. Delivering harmonious customer experiences across the customer life cycle requires careful collaboration across different business functions.

Today, the U.S. Department of Housing and Urban Development announced it is suing Facebook for violating the Fair Housing Act. It accuses the tech giant of “encouraging, enabling, and causing housing discrimination” by allowing advertisers to block real estate ads from race, religion, country of birth, and other protected characteristics. Advertisers could effectively red-line by […]

I have been noodling on the future of digital experience (DX) for the better part of six years. Today I want to run a hypothesis past you: Headless architecture and AI/machine-learning (ML) automation are competing for the future (and soul) of the DX tech stack. So let’s examine both sides of this equation: 1.) Headless, […]

Every company has a specific DNA. You may think DNA is the brand or values. But corporate DNA is what makes a company tick, not what the company is. Talent, operations, technology, and data make up your base pairs. How those combine will have a specific outcome for the business, and even the overall sequence […]

At the dawn of big data, data scientists were the unicorn of the hour. Talk to any one of these rarities, and they would say there were only about 100 of them in the world. When executives woke up to the potential of big data, it was also at the same time we were dealing […]

It’s early February. Punxsutawney Phil predicted an early spring this year, and there is hope (and warmth) in the air.[i] But it’s not always rosy for you as a data, analytics, and insights leader. You tirelessly toil to get value from your enterprise data and try to apply those insights at scale to impact business […]

If you were to ask me a year ago what I would point to as a best practice for data governance, my response would be to look at what financial services firms do to meet their regulatory requirements. Fast-forward to the age of GDPR and the new privacy mandates coming out of California (CCPA), and […]

Did you know that artificial intelligence has infiltrated all parts of the advertising process? My guess is, probably not. But chances are, in an era of programmatic advertising when machines are making millions of decisions on billions of ad impressions every day, your advertising is being touched by AI. Awesome, right? But also risky — to your brand’s […]

Every company faces a central dilemma: how to resolve the standardization and differentiation of its business apps to win, serve, and retain customers. That’s why we are still getting a lot of questions about this report. We have been wondering how much the move to cloud, mobile, and embedded machine learning or artificial intelligence will […]

I spent this week in Las Vegas at CES to check out the latest and greatest technology wonders, ranging from 3D printing, AI, and cryptocurrency to drones, autonomous vehicles, dancing robots, and wearables. A lot of what I saw has broad CX implications for accessibility, healthcare, and more. My focus was on who will use […]

The US Society of Automotive Engineers (SAE) has defined a scale to describe the autonomous capabilities that self-driving cars have — i.e., their levels of automation. Level 5 is full automation, which allows self-driving cars to operate with no human assistance. Google and Uber, among others, are aiming to develop level 5 cars, but many […]