artificial intelligence (AI)

Artificial intelligence (AI) has the potential to fundamentally remake the nature of firms, employment, and how work gets done. Get insights into the development of AI.

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Why Chatbots Can’t Read Your Mind

Charles Betz 13 hours ago
Chatbots — And Why They Can’t Read Your Mind Chatbots are cropping up everywhere, from customer service to internal help desks, but what makes them tick? When we interact with chatbots, we’re often coming in from the end-user side and confronting a chatbot window. When we ask a question, the chatbot may or may not […]
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Data Science And Design Collide — There’s A Better Way

Andrew Hogan August 13, 2019
Last August, a tweet from a data scientist reminding colleagues to get out of tables of data and talk to real people — you know, do qualitative research — went viral among these two constituencies. The resulting debate reflected the state of the relationship between data science and design: They’re not on the same page. One participant even deleted one of his tweets, overwhelmed by the volume and combative tone of the feedback. […]
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The Future Of Work

Forrester thought leaders discuss future-of-work strategies that are tangible, measurable, and tested.

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Embed AI In Your Digital Supply Chain To Win, Serve, And Retain Customers

George Lawrie August 13, 2019
It’s now just over 12 months since we first published research on digital supply chains. Some Forrester clients have made progress with integrated business planning and with control towers. And they are on the lookout for blockchain opportunities. But the most common question we hear is about the role of AI in supply chains. The […]
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Why Temenos’ Acquisition Of A Small AI Software Vendor Is Relevant Beyond The Size Of Its Business

Jost Hoppermann July 17, 2019
Temenos has announced that it has acquired Logical Glue, a small vendor of financial-services-specific AI software covering use cases like credit scoring and underwriting. While Logical Glue has been successful on its own, Temenos has not acquired the firm because of the size of its business: Temenos is positioning the acquired software capabilities as an […]
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AutoML Is A Must-Have For Scaling Machine Learning Across The Enterprise

Kjell Carlsson, Ph.D. July 12, 2019
Automated machine learning (autoML) can unleash the power of ML throughout your enterprise. But only when you have the right use cases and the right vendors.
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The Insights Beat: Light Up The Sky With Insights This July

Srividya Sridharan July 3, 2019
It’s nearly Independence Day in the US — a day filled with parades, fireworks, family, and, of course, delicious food. The day honors something that we, like the Founding Fathers before us, hold dear in the research organization at Forrester: the agreed-upon final wording of a document, devised by a team of thinkers, driven by […]
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Cut Through The Chatbot Hype To Find The Right Conversational AI Solution For You

Ian Jacobs June 26, 2019
In this short take, I discuss the lessons learned from evaluating 14 vendors for the Forrester New Wave™: Conversational AI For Customer Service, Q2 2019. Check out the video below. For more insights, Forrester clients can dig into the full evaluative research here. And if you have more questions, reach out via inquiry.
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How To Successfully Manage Your Automation Portfolio

Learn how to use Forrester's framework to guide decisioning, rationalize your portfolio, and prepare for the future of work.

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Game Of (Rods And) Cones: Will Computer Vision Rule The Enterprise?

Kjell Carlsson, Ph.D. June 20, 2019
(Jeremy Vale coauthored this post.) Brace yourself: Computer vision is coming. “The Long Night” is finally over, and enterprises see the opportunity more clearly than ever. With AI replacing biological rods and cones, computer vision is now a must-have weapon in every firm’s arsenal. Computer vision solutions are spreading like wildfire. While use cases such […]
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Marketers: Manage Your Automation Portfolio

Victor Milligan June 7, 2019
Automation creates opportunity for marketers. It also generates risk. Marketers must master automation while closing the gap between customer expectations and the current operating model. Learn more.
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YouTube’s Algorithmic Pedo-Failure

Brandon Purcell June 6, 2019
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 […]
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FORRward: A Weekly Read For Tech And Marketing Execs

Matthew Guarini May 29, 2019
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 […]
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Future Of Retail: Implementing Artificial Intelligence In 2019

Fiona Swerdlow May 23, 2019
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. […]
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Forrester’s Automation Framework

Discover how to manage the automation portfolio to out-think your competition.

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AI, Automation, And Robotics . . . Oh My!

Brandon Purcell May 22, 2019
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 […]
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FORRward: A Weekly Read For Tech And Marketing Execs

Matthew Guarini May 14, 2019
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 […]
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The Insights Beat: Spring Into Action With Your Insights

Srividya Sridharan May 6, 2019
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.
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Use-Case Selection Will Make Or Break Your AI Strategy In Healthcare

Arielle Trzcinski May 6, 2019
“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.
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Take Action Now To Plan For The Future Of Work

J.P. Gownder April 12, 2019
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 […]
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Predictions 2019

The year that transformation goes pragmatic.

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Orchestrate Your Customer Analytics Practice With The Next Best Experience

Brandon Purcell April 4, 2019
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.
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Facebook’s Most Recent Ethical tHUD

Brandon Purcell March 29, 2019
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 […]
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Thoughts On DX: Headless Vs. AI/ML

Mark Grannan March 22, 2019
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, […]
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