robotic process automation (RPA)

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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 […]

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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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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 […]

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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 […]

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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 […]

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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 […]

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Putting Emerging Technologies Like AI To Work

J.P. Gownder April 30, 2018

In the age of the customer, technology and business leaders must start with an understanding of customer needs, then choose appropriate technologies to address those needs. But complex emerging technologies such as artificial intelligence, automation, robotics, and the internet of things can be challenging to harness in service of customer need. These critical CIO targets […]

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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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#NRF2018's Focus On Customer-Associate Engagement

Ananda Chakravarty January 22, 2018

At the packed NRF Big Show #NRF2018 in New York last week, many retailers looked at vendors touting new tech, including AI, AR/VR, and more, all in the name of improving customer experiences. But most of those same retailers know that, before leaping into that arena, they first need to bring existing systems up to […]

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Predictions 2018: Automation Will Alter The Global Workforce

Chris Gardner November 9, 2017

Until now, automation has gotten a bad rap. In 2013, Oxford professors Carl Frey and Michael Osborne analyzed 702 occupations and declared 69 million US jobs, or 47% of the workforce, would be lost. In 2017, CNBC reported that 65% of Americans believed other industries would suffer because of automation, but theirs would be unaffected. […]

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Applying Artificial Intelligence And Robotics To The Customer Journey

J.P. Gownder July 31, 2017

Infrastructure and operations (I&O) leaders have traditionally targeted and implemented automation technologies to cut costs. But the new automation opportunity in the age of the customer is engagement: deploying technologies that will help customers receive better service automatically or better serve themselves. Working with marketing and business leaders, technologists are playing a critical and growing […]

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IBM Jumps Into RPA Market With Automation Anywhere -- Perhaps A Turn To More Practical Challenges

Craig Le Clair July 13, 2017

IBM and Automation Anywhere  (AA’s) today announced a collaboration (note-not a formal partnership yet) to integrate (AA’s) Robotic Process Automation (RPA) platform, used to create software bots to handle repetitive, task-based work, with IBM’s portfolio of digital process automation software, that includes IBM Business Process Manager and Operational Decision Manager. For AA, the partnership is a validation of […]

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The Event Horizon of In-Store Retail Automation

Ananda Chakravarty March 17, 2017

It came out of nowhere: A muffled, mechanical voice with electronica undertones called out “Hel-lo there.” It was leering down at me and a few other eTail West attendees: Over 7’6”, a fiberglass robot straight out of a Transformers movie with giant glowing blue eyes and dark mechanical fingers that looked as if they had […]

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Differentiate Your Digital Business With A Device Innovation Lab

J.P. Gownder August 26, 2015

I've just released a significant new report, How To Build The Device Innovation Lab That Differentiates Your Digital Business. Innovation is a huge topic – just ask my colleague Martin Gill, who leads Forrester's digital business transformation research. But I&O leaders have their own role to play in innovation: Specifically, the use of devices and similar […]

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Robots Won't Steal All The Jobs -- But They'll Transform The Way We Work

J.P. Gownder August 24, 2015

This morning, WIRED published an article about my new Forrester Big Idea report, The Future of Jobs, 2025: Working Side-By-Side With Robots. You're probably familiar by now with the panic-stricken books (like Martin Ford's Rise of the Robots: Technology and the Threat of a Jobless Future) and headlines (HBR's What Happens When Robots Replace Workers?) proclaiming that […]

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Robot as a platform - Google upgrade their hardware ambitions

Forrester December 17, 2013

Some exotica for the end of the year: Yesterday I did an interview with the French publication Nouvel Observateur on Google's recent robotics acquisition Boston Dynamics. Google has been acquiring robotics companies hand over fist during 2013, and it's quite a reveal of how they are planning for the Google of tomorrow – something of interest to almost every brand. Here […]

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