robotic process automation (RPA)

Buyer demand for greater value from insights and technology such as RPA, data science, machine learning, and advanced analytics are forcing both classical BPO and omnichannel BPO vendors to retool themselves into insights-driven BPO's.

In less than a year automation moved from a long-term goal to a short-term necessity. Find out what Forrester predicts for the automation market in 2021.

The future of the “agency” is being shaped by technology. The belief that artificial intelligence and machines will displace human labor is pervasive across many industries. For agencies, embracing artificial intelligence (AI) and intelligent automation (IA) comes with trepidation that the human side of creativity will be forever lost. Even though AI tantalizes marketers with […]

Emerging technology is always changing, so we wanted to understand the impact on different industries. In this audio series, we speak with our analyst colleagues Jeff Becker, George Lawrie, and Arielle Trzcinski to explore how emerging technologies are changing (and will in the future), even solving some of the most important and complex issues in four key sectors: consumer packaged goods (CPG), healthcare providers, healthcare insurers, and retail. In a world where […]

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

The COVID-19 pandemic has increased interest in robotic process automation (RPA), while its biggest challenge remains scale. In this episode, Vice President and Principal Analyst Craig Le Clair and Principal Analyst Leslie Joseph discuss the challenges of and solutions to scaling RPA at this crucial time.

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?

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.

Thanks to COVID-19, the future of work starts now. Uncover the four shocks that were already going to pass through today's workplaces, affecting employees, leaders, and organizational mandates. But now, they are all accelerated.

RPA (robotic process automation) is a tactical, short-term fix to digitize common, reproducible agent tasks in the contact center. It’s an easy overlay to your existing technology ecosystem and extends the life of the contact center applications. Forrester data shows that over 44% of organizations are already using RPA. There are two forms of RPA. […]

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

I’ve just returned from NRF 2020. There were more than 40,000 attendees and 800 exhibitors from 99 countries. They showed how to deliver real-time retail, applying technology to win, serve, and retain the most demanding retail customers. This year, the emphasis was more than ever on boosting supply chain responsiveness to anticipate customers’ latent demand. […]

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

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 the top three predictions for the automation market from Forrester Research analyst Chris Gardner.