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

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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.
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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.
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The Future Of Work

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

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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 […]
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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.
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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.
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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 […]
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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 […]
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How To Successfully Manage Your Automation Portfolio

Learn how to use Forrester's framework to guide decisioning, rationalize your portfolio, and prepare for the future of work.

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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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Forrester’s Automation Framework

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

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.
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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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PODCAST

Looking Back To Look Ahead: The Best Of What It Means

What It Means April 12, 2018
What It Means cohosts Victor Milligan and Jennifer Isabella take a look back at the best and most impactful moments over the past year.
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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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