robotic process automation (RPA)

Robotic process automation (RPA) permits businesses to automate rote tasks and free up employees’ time for more complex work. Read our insights on when, where, and how to leverage RPA technologies in marketing, IT, CSR, and more.

Insights

BLOG

RPA Impacts Employee And Customer Experiences — And That’s A Big Deal

Kate Leggett November 12, 2019
Customer service organizations use robotic process automation (RPA) as a tactical and short-term approach to digitize common agent tasks. There are two forms of RPA: unattended and attended RPA. A task can start with an agent and be supported by attended automation, which can kick off unattended RPA to complete the process. Customer service leaders […]
Read More
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.
Read More

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

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 […]
Read More
BLOG

The Forrester Wave™: Robotic Process Automation Services, Q4 2019 Is Here!

Leslie Joseph October 15, 2019
The hype around robotic process automation (RPA) continues unabated, as does the hypergrowth. I am happy to announce the availability of the first-ever Forrester Wave™ evaluation of RPA services. Forrester clients can read the report here. The RPA market has shown some interesting trends of late: As Craig Le Clair and I established earlier this […]
Read More
BLOG

Architect Your Automation Strike Teams

Craig Le Clair October 11, 2019
In the quest to launch invisible robots into the enterprise, some organizations are realizing the Center of Excellence model doesn't cut it. Find out what they're doing instead.
Read More
BLOG

Use RPA To Make Customer Service Agents More Effective

Kate Leggett October 1, 2019
Customer service organizations turn to robotic process automation (RPA) to provide tactical and short-term fixes to digitize common, reproducible agent tasks. There are two forms of RPA: Attended mode RPA. These bots target the front office. They are invoked by agents in the flow of their work. In the case of an exception, the bot […]
Read More
BLOG

The Future Of Work Is An Adaptive Workforce

J.P. Gownder July 25, 2019
Adaptive enterprises have a distinct advantage over their competitors. To begin your transformation, start with your workforce. Learn more.
Read More

The Future Of Work

Forrester thought leaders discuss future-of-work strategies that are tangible, measurable, and tested.

BLOG

Marketers: Manage Your Automation Portfolio

Victor Milligan June 7, 2019
Automation creates opportunity for marketers. It also generates risk. Marketers must master automation while closing the gap between customer expectations and the current operating model. Learn more.
Read More
BLOG

FORRward: A Weekly Read For Tech And Marketing Execs

Matthew Guarini May 14, 2019
Having A Digital Ad Strategy Doesn’t Mean You’re Ready For This $100 Billion Market This week, the IAB announced that US digital ad spend topped $100 billion for the first time last year. We’re not surprised — our forecast predicts that by 2023, CMOs will spend nearly $150 billion on various digital marketing channels in […]
Read More
BLOG

Use-Case Selection Will Make Or Break Your AI Strategy In Healthcare

Arielle Trzcinski May 6, 2019
“AI” is shorthand for an ecosystem of technologies. We’ve created a chart that explains components of AI and how they may apply to healthcare uses cases.
Read More
VIDEO

Companies Must Start Creating Human-Machine Collaborations

Samuel Stern May 3, 2019
What will your humans do in an automated workplace? Principal Analyst Sam Stern explains three principles for seamless human-machine collaboration. Watch now and learn more at CX NYC June 11-12.
Watch Now
BLOG

How Automation Is Impacting Enterprises In 2019

Craig Le Clair April 23, 2019
Forrester predicted in late 2018 that automation would become the tip of the digital transformation spear in 2019, impacting everything from infrastructure to customers to business models. Now that we’re four months in, we’ve evaluated whether our five specific predictions are on track. We first predicted that 40% of enterprises will have automation centers and […]
Read More
BLOG

Take Action Now To Plan For The Future Of Work

J.P. Gownder April 12, 2019
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 […]
Read More
BLOG

Ghost In The Machine? No, It’s A Robot, And It Is Here To Help

Daniel Morneau November 12, 2018
Just a few years ago, conversations about robotic process automation (RPA) were scattered and far between. Those familiar with RPA had a limited understanding of its potential and at best had carried out only a few isolated “proof of concept” experiments. Today, the RPA market is estimated to reach $2.9 billion by 2021, and conversations are becoming more frequent. As a Forrester advisor on the Technology Council, I’ve partnered with senior technology leaders to find […]
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

The Automation We Need Is Not The Automation We Deserve

Leslie Joseph November 2, 2018
At its TechEd 2018 Barcelona event last month, SAP announced that it is adding robotic process automation (RPA) to its software suite, starting in early 2019. Two aspects of this announcement are particularly interesting. The first is that SAP has chosen to build its own RPA capability instead of partnering with any of the existing […]
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

Forrester’s Automation Framework

Discover how to manage the automation portfolio to out-think your competition.

BLOG

A Use Case For Business Intelligence Vs. Text Analytics Tools

Boris Evelson July 26, 2018
I recently answered a client question regarding an application that could be based on either business intelligence (BI) or text analytics technology. Question: “We receive quarterly and yearly account statements for our investments. Each statement will contain key pieces of information, such as total contributions, expenses, interest income, etc. However, each vendor may format their […]
Read More
PODCAST

Robotics Quotient: How Humans Relate To Machines

What It Means July 19, 2018
As robotics revolutionize the workplace, how will humans find their place? Robotics quotient, someone’s ability to work effectively with robots, will soon be an essential skill. Analysts J. P. Gownder and Sam Stern ponder how employee experience can adapt to this bot-filled future.
Listen Now
BLOG

Introducing The Forrester Automation Framework

Chris Gardner July 9, 2018
It is impossible to overstate the impact automation has on digital transformation. Automation directly impacts customer experience (CX). Software like Reflexis can automate price checks and cut customer wait times by 80%. Robots like LoweBot can guide customers to the proper aisle to pick up home goods. Automation contributes directly to your bottom line. Robotic […]
Read More
More posts