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Future Of Retail: How Brands Should Handle Automation In 2019
To help retailers and brands plan for 2019, Claudia Tajima and I are interviewing our Forrester peers to discover how their 2019 predictions will affect retail for our series: “Applying 2019 Predictions To Retail.” Recently, Claudia interviewed J. P. Gownder, VP and principal analyst on Forrester’s CIO team and an expert in automation technologies. Here’s what J. P. thinks retailers and brands should expect and focus on regarding […]
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Take Action Now To Plan For The Future Of Work
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 This isn’t your grandfather’s outdated approach such […]
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Orchestrate Your Customer Analytics Practice With The Next Best Experience
I went to see a concert last night that epitomizes the state of customer insights in most companies today. It was a benefit for Creative Music Studio and brought together incredible artists such as Billy Martin, Cyro Baptista, Marc Ribot, and Ingrid Sertso. While I was happy to contribute to Creative Music Studio’s cause, the […]
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Facebook’s Most Recent Ethical tHUD
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
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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Atoms Get Their Revenge At The Intelligent Edge
My colleagues J. P. Gownder, Craig Le Clair, and I just published the results of a year-long study to answer the question “What happens when digital business systems and physical-world processes come together?” The answer: Atoms get their revenge. By that we mean that so much of our attention has been focused on digital business […]
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AI Creates The CRISPR For Corporate DNA
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 […]
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VIDEO
The Revenge Of The Atoms Can Drive A New Relationship With Customers
We’ve just released a major new report, “The Revenge Of The Atoms.” The report starts with an anecdote from MIT Media Lab founder Nicholas Negroponte. Once, when traveling through US customs, Negroponte declared the value of his laptop at $2 million, counting the value of the bits of information stored on the hard drive. But the customs […]
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FORRward: A Weekly Read For Tech And Marketing Execs
Are We Running Out Of Ideas? As the pace of disruption accelerates, there is an increasingly important focus being put on innovation. Now along comes some work published in the MIT Technology Review by economists from MIT, Harvard, and Boston University, “AI is reinventing the way we invent,” that highlights how the increasing amount of […]
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Shopping For AI Talent? Beware Of Unicorns
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 […]
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The Insights Beat: Quash The Groundhog Day Effect In Your Insights Journey
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 […]
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Data Governance Takes A Turn — And It’s A Doozy
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 […]
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Forrester’s Latest Infographic: Consumers Don’t Believe The Chatbot Hype
Consumers really don’t like your chatbot. It’s not exactly a relationship built to last — a few clicks here, a few sentences there — but Forrester Analytics data shows us very clearly that, to consumers, your chatbot isn’t exactly “swipe right” material. That’s unfortunate, because using a chatbot for customer service can be incredibly effective when done […]
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VIDEO
How AI Is Transforming Advertising And What You Should Do About It
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 […]
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Forrester Online Survey: Organize To Deliver And Manage Application Transformation
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 […]
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CES 2019 Delivers Dazzling Tech But Disappointing Experiences
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 […]
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Autonomous Testing Is Like Autonomous Driving: The AI Needs Human Assistance
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 […]
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China Takes The Moonshot Advantage
The origin of the term “moonshot” — used to describe the most advanced, disruptive innovations — has returned again as an innovation focus of its own. Last week, the China National Space Administration (CNSA) disrupted its competitors, such as NASA, by landing its Chang’e-4 spacecraft on the dark side of the moon. The CNSA’s own “moon shot” […]
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Everything I Learned About Training A Machine-Learning Model That I Learned From My Kids
“You who are on the road must have a code that you can live by . . . teach your children well . . . and feed them on your dreams.” Graham Nash was spot-on — about machine-learning. Training a well-adjusted machine learning model that won’t get in trouble and embarrass you in public requires the […]
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Augmented Intelligence Is The Key To Driving Rapid Business Value With AI
Leveraging AI to augment human intelligence leverages the superhuman advantages of AI and the super-AI advantages of humans to drive large, tangible business value quickly. Thanks to easier stakeholder buy-in, quantifiable ROIs, lower R&D costs, fewer technological hurdles, and less change management, AI is being used to augment jobs ranging from data center technicians and […]
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