Automation

Spending on core infrastructure is dropping and the large technology firms will have to rise to the challenge. Find out how long the impact of the pandemic will be.

Dramatic changes in consumer behavior and disruption in the workplace have driven firms in the Asia-Pacific region to speed up their digital plans. Analyst Leslie Joseph provides insight on expediting your digital transformation.

New Forrester research uncovers three key factors that lead to successful RPA deployments.

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.

The tools you need to transform your organization for the future are already here. Learn what they are and how to apply them today.

Do European firms receiving public financial support face a conflict of interest in evaluating automation options?

The elasticity quotient can help overcome machine learning hurdles by acting as the economic indicator for the C-suite. Learn how.

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 […]

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.

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 […]

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

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?

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.

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 […]

Forrester thought leaders weigh in on the meaning of CX, where IT automation is headed, and more.

This departure illustrates four things that are happening at Google to employee experience. They will happen to you, too. Very soon. Get ready.

As AI and automation move deeper into customer service, new areas will be impacted including staffing, processes, and culture.

AI and automation are already reshaping call centers. Get your customer service organization prepared with these talent acquisition tips.

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.