artificial intelligence (AI)

Insights

BLOG

Predictions 2019: In Healthcare, CX Measurement Frameworks, Virtual Care, And AI Come To The Fore

Arielle Trzcinski November 7, 2018
The US population is growing and aging. The volume of patients and the prevalence of chronic conditions are rising. Payers and providers alike are feeling the strain of healthcare’s antiquated system and the damaging effects it has on quality of care and revenue. As a result, the US healthcare market is going through a much-needed […]
Read More
BLOG

Predictions 2019: Retailers Must Invest In Digital To Navigate Change And Foster Loyalty

Fiona Swerdlow November 7, 2018
Digital is the rocket fuel for retail’s growth. But that growth requires retailers and brands to keep up — and step up — how quickly they evolve in terms of people, processes, products, and more. On top of all that, in 2019 we’ll see factors such as global economies, trade barriers, rising wages, and marketplaces pack a […]
Read More
BLOG

Predictions 2019: Expect A Pragmatic Vision Of AI

Michele Goetz November 6, 2018
Last year, Forrester predicted that firms would struggle with new technologies, particularly artificial intelligence. This prediction came true: Firms continued with AI experiments that lacked meaningful results. Adoption has now slowed (51% adoption in 2017; 53% adoption in 2018). And budgets remain low in contrast to the ROI and transformation expectations for AI (under $2M […]
Read More
BLOG

Predictions 2019: Automation Will Become Central To Business Strategy And Operations

J.P. Gownder November 6, 2018
Automation will be central to the next phase of digital transformation, driving new levels of customer value such as faster delivery of products, higher quality and dependability, deeper personalization, and greater convenience. Last year, Forrester predicted that automation would reach a tipping point — altering the workforce, augmenting employees, and driving new levels of customer value. Since then, […]
Read More
BLOG

Avoid The Upcoming AI Backlash With Your Sales Teams — Get Them On Board

Tom Kaneshige October 22, 2018
The rise of AI in sales technology only makes it easier for sales managers to keep tabs on salespeople, salespeople say. AI gives sales managers more visibility into a sales rep’s daily activities and control into the sales process, potentially subverting the spirited sales culture. In The Wrong Hands, AI Can Be Turned Into A Micromanagement Tool It’s unfortunate, really, because […]
Read More
BLOG

Key Takeaways From Huawei Connect 2018

Charlie Dai October 17, 2018
Huawei held its flagship Connect 2018 conference in Shanghai from October 10 to 12. The event, which featured more than 200 sessions, attracted over 25,000 visitors and more than 1,500 partners from around the world. By the end of 2017, Huawei’s annual revenue had exceeded US$92 billion — half of which comes from global markets […]
Read More
BLOG

Contact Centers Have Moved To Cloud — What’s Next?

Art Schoeller October 15, 2018
As of 2018, the market for contact center technology has fully shifted to cloud. The remaining outliers of demand are large, highly customized implementations that preserve legacy on-premises software or organizations that wish to maintain the technology inside their firewall. Agility, flexibility, and the ability to rapidly shift capacity are all key elements that AD&D […]
Read More
BLOG

Spring Cleaning In December: Declutter Your Insights House

Srividya Sridharan October 11, 2018
Feeling overwhelmed with all the data that your teams must wrangle before even getting to data science? Feeling like you have more than enough dashboards and tools? Feeling like you don’t have any more room in your complex data and analytics environment for yet another platform? Feeling like you can’t keep up with the exploding […]
Read More
BLOG

Join Me In London Next Month To Discuss The Ethics Of AI

Brandon Purcell October 10, 2018
In about a month, I will have the honor of presenting my research on “The Ethics Of AI: How To Avoid Harmful Bias And Discrimination” to attendees at CX Europe 2018. The event will take place in London on November 13 and 14 and will feature several of my esteemed analyst colleagues, as well as […]
Read More
BLOG

Ask A Flowchart: What Should I Name My Marketing AI?

Joe Stanhope October 4, 2018
Artificial intelligence is a big deal in marketing technology. Forrester sees strong potential in AI as an enabling technology for marketing, and it’s great to see many vendors embracing AI to enhance existing offerings and as the basis for new solutions. But for vendors, mastering AI technology alone isn’t enough to get to the top. […]
Read More
BLOG

Apptio Moves To Automate Enterprise Tech Optimization

James Staten October 3, 2018
Nearly all CIO organizations struggle to optimize cloud consumption. It’s helpful that there is a growing set of tools to help you learn how to best leverage cloud platform services and how to identify when your use is suboptimal and overly costly. But this guidance would be far more effective if it could give you […]
Read More
BLOG

New Tech Spotlight: Health Tech Puts Wellness In The Hands Of The Customer

Carlton Doty October 2, 2018
Picture the following: You wake up from a fitful night of sleep feeling under the weather. From your sickbed, a voice assistant gathers your symptoms, accesses your patient history, and orders a prescription for you. But you want to talk to a human as well, so you initiate a video chat with your physician using […]
Read More
BLOG

Profiling Insurtech: Q&A With David Vanek, CEO Of Anorak

Oliwia Berdak September 25, 2018
“Insurance is sold, not bought.” This industrywide perception has gone unchallenged for decades, reaffirming agent- and advisor-based distribution models. But now a plethora of insurtech startups such as Brolly in the UK, Gabi in the US, and PolicyPal in Singapore aim to help customers find suitable cover. A newcomer among the firms digitalizing insurance distribution […]
Read More
BLOG

It’s Digital Go Time: The Six Vectors Of Investment

Ted Schadler September 17, 2018
It’s been 30 years since the internet made customer self-service and automation the watchwords of business. But most of you are still in the starting gates of digital transformation. Only 15% of companies have kicked it into digital high gear. And even these advanced incumbents fall way behind digital pure plays in harnessing the full power […]
Read More
BLOG

Read Two Forrester Waves™ On Machine Learning Solutions For Data Science Teams

Mike Gualtieri September 14, 2018
Machine learning is an elemental core competency. It is a fundamental building block to AI. It gives enterprises the power to predict. Most importantly, it can make enterprises gain the agility of disruptive upstarts by injecting scalable intelligence into customer experiences, business process applications, and employee decisions. That’s where predictive analytics and machine learning (PAML) solutions […]
Read More
BLOG

Focus On The Quadruple Aim For Success With AI In Healthcare

Arielle Trzcinski September 6, 2018
For Artificial Intelligence In Healthcare, The Quadruple Aim Isn’t Just A Goal — It’s A Requirement There is enormous excitement around using artificial intelligence in healthcare, and at the same time, there is growing consensus among healthcare organizations (HCOs) to focus on the “quadruple aim.” This includes improving the customer experience, driving better outcomes, lowering costs, […]
Read More
BLOG

Focus On The Quadruple Aim For Success With AI In Healthcare

Arielle Trzcinski September 6, 2018
For Artificial Intelligence In Healthcare, The Quadruple Aim Isn’t Just A Goal — It’s A Requirement There is enormous excitement around using artificial intelligence in healthcare, and at the same time, there is growing consensus among healthcare organizations (HCOs) to focus on the “quadruple aim.” This includes improving the customer experience, driving better outcomes, lowering costs, […]
Read More
BLOG

New Tech Spotlight: Fintech Investments Reach All-Time High In Q2 2018

Carlton Doty September 6, 2018
Fintech is white-hot. Venture capital and private equity firms just can’t get enough of it. You’re probably thinking that fintech has been hyped for years now, but Q2 2018 turned out to be the largest quarter of private investment dollars we’ve seen in this category — EVER. Fintech is a parent category of technology that includes […]
Read More
BLOG

AI In Retail? Nope — Start With Automation

Rob Koplowitz August 10, 2018
Stories of thrilling, new AI use cases in retail have been popping up in our tech news feeds, whether computer vision, facial recognition, or elimination of human workers. But these sensational accounts miss an important piece of the AI learning curve. A complex infrastructure of end-to-end process automation underpins the flashy technology reflected on the […]
Read More
BLOG

A Reality Check On Natural Language For Conversational Computing

Leslie Joseph August 7, 2018
Conversational computing has our attention. We have been talking to machines since as far back as 1961, when the world’s first digital speech recognition system, the IBM Shoebox, was released. The Shoebox could recognize digits and a grand total of 16 words. Cut to half a century later: Humanity is trying hard to fall in […]
Read More