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Predictions 2019: This Is The Year To Invest In Humans, As Backlash Against Chatbots And AI Begins

Tom Kaneshige November 8, 2018

For some time, the burning question has been: Will robots replace humans? While the proliferation of robotic process automation (RPA) has reduced headcount in the back office, it’s a different story for customer service and sales. In a Forrester survey, 46% of companies said sales and marketing are leading the investment in and adoption of […]

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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 […]

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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, […]

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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 […]

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Wanted: Professionals Involved In Their Firm's AI Strategy — Take Forrester's Latest Survey!

Elizabeth Cullen May 1, 2018

Forrester Launches New Survey On AI Adoption There’s no doubt that artificial intelligence (AI) is top of mind for executives. AI adoption started in earnest in 2016, and Forrester anticipates AI investments to continue to increase. Leaders are quickly waking up to AI’s disruptive characteristics and the need to embrace this emerging technology to remain […]

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Wanted: Professionals Involved In Their Firm's AI Strategy — Take Forrester's Latest Survey!

Elizabeth Cullen May 1, 2018

Forrester Launches New Survey On AI Adoption There’s no doubt that artificial intelligence (AI) is top of mind for executives. AI adoption started in earnest in 2016, and Forrester anticipates AI investments to continue to increase. Leaders are quickly waking up to AI’s disruptive characteristics and the need to embrace this emerging technology to remain […]

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Automation Technologies, AI, And Robotics Are Critical CIO Targets

J.P. Gownder April 11, 2018

We’ve just released a major new report, The CIO’s Guide To Automation, AI, And Robotics. We find that, to stay ahead, CIOs, CTOs, CDOs, and other executives integrating leading-edge technologies into their companies’ operations and business models must turn their attention to automation technologies, including intelligent machines, robotic process automation (RPA) bots, artificial intelligence, and physical […]

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How To Ride The Technology Wave (And Not Get Swept Away)

Oliwia Berdak March 29, 2018

AI, blockchain, chatbot, digital identity, etc. — there’s enough emerging technology in financial services to fill a whole alphabet book. And it’s difficult not to get swept off your feet by visions of bionic men, self-executing smart contracts, and virtual assistants that anticipate our every need. Investing in emerging technology is one of the main […]

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Personality And Empathy Are The Keys To Success With Bots And Virtual Assistants In B2B Marketing And Sales

Steven Casey March 11, 2018

Chatbots and virtual assistants (VAs) may be built on artificial intelligence and create customer experiences through digital personas, but the success you realize from them will depend in large part on your ability to account for the real and human aspects of their deployment, intra-organizational impact, and customer orientation. Start by treating your bots and […]

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2018 Mobile And New Technology Priorities For Marketers

Thomas Husson February 23, 2018

Forrester just released a new report on mobile and new technology priorities for marketers, based on our latest global mobile executive survey. We found out that marketers: Fail to deliver on foundational mobile experiences. Consumers’ expectations of a brand’s mobile experience have never been higher. And yet, 58% of marketers agree that their mobile services […]

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Predictions 2018: Blended AI Will Disrupt Your Customer Service And Sales Strategy

Daniel Hong November 9, 2017

The promise of artificial intelligence (AI) has permeated across the enterprise giving hopes of amping up automation, enriching insights, streamlining processes, augmenting workers, and in many ways making our lives as consumers, employees, and customers a whole lot better. Senior management salivates over the exponential gains AI is supposed to deliver to their business. Kumbayah […]

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Drive Creativity And CX Innovation With Employee Empathy

Jennifer Wise September 29, 2017

The Case For Customer Empathy… Hubspot’s INBOUND 2017 slogan emphasized “Empathy.” My expectation: it would make the case to the 21,000 people in attendance that customer empathy is critical to their engagement efforts. I was for it — it’s something my research focuses on, and is something we in the CX and UX field try […]

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How Should Insurers Unleash Their Digital Businesses? By Mastering The Digital Basics

Ellen Carney August 15, 2017

Canadian and US insurers have a lot on their plates this year.  They’re not just grappling with extreme weather, substantial underwriting losses from all those motor vehicle claims, but also rising customer expectations and an onslaught of fintech disruptors.  These disruptors are spurring lots of activity in insurance digital labs, insurance venture capital arms, and […]

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Case Study: How To Improve Your Chatbot’s Chance Of Success

Xiaofeng Wang August 1, 2017

Marketing teams are increasingly interested in leveraging branded chatbots, but most struggle to deliver business value. My recently published report, Case Study: Take A Focused And Disciplined Approach To Drive Chatbot Success, shows how OCBC Bank in Singapore is bucking the trend: The bank recently created Emma, a chatbot focused on home loan leads, which […]

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Chatbots Mature Into An Enterprise-Class Customer Service Tool — Explore The Leading Vendors In This Market

Ian Jacobs June 29, 2017

Over the past year, Forrester clients have been brimming with questions about chatbots and their role in customer service. In fact, in that time, more than half of the client inquiries I have received have touched on chatbots, artificial intelligence, natural language understanding, machine learning, and conversational self-service. Many of those inquiries were of the […]

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Chatbots Are Transforming Marketing

Xiaofeng Wang May 30, 2017

Marketers’ interest in chatbots is growing rapidly. Globally, 57% of firms that Forrester surveyed are already using chatbots or plan to begin doing so this year. However, marketers struggle to deliver value. My latest report, Chatbots Are Transforming Marketing, shows B2C marketing professionals how to use chatbots for marketing by focusing on the discover, explore, […]

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The Data Digest: Chatbots Can’t Fully Replace Humans Just Yet

Kristopher Arcand April 20, 2017

Customer service departments in all industries are increasing their use of chatbots, and we will see usage rise even higher in the next year as companies continue to pilot or launch their own versions of the rule-based digital assistant. What are chatbots? Forrester defines them as autonomous applications that help users complete tasks through conversation.   […]

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Why Most Banks Should Not (Yet) Roll Out Bots

Peter Wannemacher August 31, 2016

Companies of all stripes are getting bot-happy, rolling out bots for third-party platforms like Facebook Messenger, Kik, WeChat, Slack, and more. Firms like Yahoo, H&M, KLM Airlines, and others use these chatbots — software built to simulate human conversation and to help consumers complete tasks — in an effort to better win, serve, and retain customers. […]

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Bots: The Next Big Thing In Mobile? Not So Fast.

Michael Facemire April 11, 2016

Everyone is buzzing this week about bots with Facebook/Messenger’s anticipated launch of bots on its messenger platform. What is a bot you ask? A bot is a chat-based interface that helps consumers complete tasks — ordering take-out food, chatting with their doctors, or checking the score of a big sports game. Many believe that this […]

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