automation

Automation can fuel efficiency and bottomline growth. But the margin for error is significant and the implications for firms and employees are massive.

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The COVID-19 Crisis Sets The Direction For Europe’s Job Market

Dan Bieler June 24, 2020
The COVID-19 crisis on its own won't fundamentally change the workplace. Yet by accelerating trends such as remote work, workspace virtualization, and automation, the pandemic is transforming the European job market.
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Blog

This Is The Right Time To Make The Future Of Work Happen

James L. McQuivey, PhD June 22, 2020
The tools you need to transform your organization for the future are already here. Learn what they are and how to apply them today.
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Blog

A Post-Pandemic Automation Boost Across Europe Remains Uncertain

Bernhard Schaffrik June 9, 2020
Do European firms receiving public financial support face a conflict of interest in evaluating automation options?
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Blog

Artificial Intelligence Is Dumb Without The Elasticity Quotient

Michele Goetz June 2, 2020
The elasticity quotient can help overcome machine learning hurdles by acting as the economic indicator for the C-suite. Learn how.
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Blog

Use These First Principles To Succeed With Robotic Process Automation In 2020

Leslie Joseph June 1, 2020
Let’s just say that one measure of the hype that surrounds any emerging technology is the amount of new (and largely superfluous) jargon that it generates. The Enterprise Automation Market Needs Pragmatic Advice The market for robotic process automation (RPA) has been in hyper growth for a while now. RPA and its extension into intelligent […]
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Blog

Microsoft Strengthens Its RPA Portfolio With Softomotive Acquisition

Craig Le Clair May 19, 2020
Vice President and Principal Analyst Craig Le Clair reviews the three key benefits Microsoft will gain from its acquisition of robotic process automation provider Softomotive.
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Blog

How To Successfully Add RPA To Customer Service Operations

Kate Leggett May 18, 2020
More and more customer service organizations turn to robotic process automation (RPA) to make agents more effective. The technology offloads repeatable tasks from agents, enforces compliance to process and policy, and allows agents to focus on work that matters. Yet contact centers often don’t see the initial ROI of RPA play out as they scale […]
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Welcome To The Future

A pragmatic view of the future of work, and what you can do now to stay in front of this revolution.

Blog

COVID-19, Automation, And You

Leslie Joseph May 11, 2020
The COVID-19 crisis has accelerated automation adoption, not just as a cost measure, but also for risk mitigation and business resiliency.
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Blog

In A Crisis, People Want Dependable Technology

Glenn O'Donnell April 23, 2020
If there’s one thing the COVID-19 pandemic has taught businesses, it’s how vital core infrastructure and operations are to an organization’s resiliency and dependability. But where does innovation fit into the new normal?
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Blog

Cloud Players And Research Groups Join The Fight Against COVID-19 With High-Performance Computing

Tracy Woo April 2, 2020
A unique public/private consortium organized by IBM and the Department of Energy is bringing high-performance computing to the COVID-19 fight. Analyst Tracy Woo provides details.
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Blog

Future Of Retail 2020: Retail Industry CIOs Will Invest In Automation, Data, And Employees

Fiona Swerdlow February 19, 2020
To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series. To understand the CIO predictions for the year, we spoke with Bobby Cameron, a Forrester expert on CIO-targeted business technology research. Madeline Cyr: You […]
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Blog

Predictions 2020: Answers To Your Questions

Sharyn Leaver February 12, 2020
Forrester thought leaders weigh in on the meaning of CX, where IT automation is headed, and more.
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Blog

Google’s HR Chief Steps Down, Hands Employee Problems To Other Leaders

James L. McQuivey, PhD February 11, 2020
This departure illustrates four things that are happening at Google to employee experience. They will happen to you, too. Very soon. Get ready.
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Blog

The Three Megatrends For Customer Service In 2020

Kate Leggett January 16, 2020
As AI and automation move deeper into customer service, new areas will be impacted including staffing, processes, and culture.
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Blog

The Future Of Contact Center Work: How To Source New Agent Talent

Kate Leggett January 14, 2020
AI and automation are already reshaping call centers. Get your customer service organization prepared with these talent acquisition tips.
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Podcast

2020: Agencies Turn Inward To Meet Performance Demands

What It Means January 9, 2020
Mounting pressures on marketing leaders to deliver better brand experiences are forcing agencies to evolve. On this week’s What It Means, Principal Analyst Jay Pattisall discusses the changes ahead for agencies in 2020 and beyond. 
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Blog

Project Cortex: Microsoft’s Bold Play To Help Optimize Corporate Knowledge

Cheryl McKinnon November 4, 2019
Microsoft unveiled a significant new addition to its Microsoft 365 productivity suite today (November 4), code-named Project Cortex. In private beta now, and with expected general availability in the first half of 2020, this enhancement is designed to address a perennial challenge for enterprises: surfacing and revealing collected corporate knowledge. Why Is This Important? Corporate […]
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Blog

Predictions 2020: Automation Strike Teams And Services Rise To Fend Off A Paradox

Chris Gardner October 30, 2019
Read the top three predictions for the automation market from Forrester Research analyst Chris Gardner.
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Blog

UiPath Layoffs Have Little To Do With The RPA Market

Craig Le Clair October 24, 2019
UiPath has reduced its workforce by several hundred employees.[i] The business has grown at an incredible pace, as have several other providers such as Automation Anywhere. Overall, there is nothing we see that indicates a flattening or slowing of robotic process automation (RPA’s) growth. The layoffs have more to do with the challenges of scaling […]
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Blog

Channel Automation Becomes Table Stakes For Partnership Success

Jay McBain October 22, 2019
Channel professionals want to talk about expanding their partner programs and building broad ecosystems, but the truth is that many of their basic program and channel management processes are still painfully manual and error-prone. Before accelerating their channel program, they need to apply basic automation technologies to get their front- and back-end systems to a […]
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