8 days ago

Forrester Data Infographic: Who’s Driving AI Adoption In The Enterprise?

There’s no doubt that artificial intelligence (AI) and its underlying technology building blocks are top of mind for enterprises today. But who’s driving this change and its adoption within their organizations? On the surface, it may appear that AI is …

23 days ago

AI Will Change Organizations From Within

Over the past year I’ve spoken formally and informally with hundreds of companies about their AI initiatives. The biggest AH-HA moment comes when these companies realize the difference between implementing traditional technology and applying anal…

1 month, 5 days ago

Predictions 2018: AI Hard Fact – Treat It Like A Plug-And-Play Panacea and Fail

Look right, look left, you’ll see a fellow CIO contemplating their AI move. Failing to act is not an option in most organizations. However, as enterprises are kicking off their AI pilots or seeing early results, the honeymoon is over as enterprises tha…

1 month, 5 days ago

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

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 custome…

1 month, 8 days ago

Predictions 2018: Visionary CMOs Will Focus On Growth And Customer-Obsession

With the waning days of 2017, a fresh start emerges. CMOs again begin to plan their personal affirmations to revitalize from a draining year. Headlines awash in ad fraud, brand safety concerns, data privacy debacles, and the threat of Amazon dropping i…

1 month, 11 days ago

Everything you wanted to know about SAP Leonardo but were afraid to ask

Large enterprise software vendors seem to be enamoured with using the names of historical figures or literary characters as brand names. Unfortunately, this is really confusing for the buyers, since the vendors apply these branding names differently. F…

1 month, 14 days ago

AI APIs – Dead Simple AI

Building AI applications is hard work, but cloud vendors are making it easy by exposing simple-to-call, pay-as-you-use APIs. Want to add real-time speech recognition to your app? There’s an API for that. Want to recognize faces in an image? There…

1 month, 26 days ago

Artificial Intelligence Needs Real Empathy To Succeed In CX

What’s the future of CX? How will Artificial Intelligence (AI) help break through the customer experience ceiling? How must CX professionals like you evolve their skills? We found a surprising – and not so surprising – answer when the Boston CXPA team celebrated CX Day. Forrester hosted the celebration with CX and UX practitioners in […]

2 months, 11 days ago

Human + Machine: Forrester’s CXSF Forum, 10/19 – 10/20

Forrester’s CX team is putting the final touches on Human + Machine, our customer experience forum in San Francisco for 2017.  This year we shine a spotlight on how AI can improve customer experience. That includes both how companies innovate with AI today, and the most exciting opportunities for tomorrow. We’re starting out with a case […]

2 months, 15 days ago

Drive Creativity And CX Innovation With Employee Empathy

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 […]

2 months, 19 days ago

Benchmark Yourself Then Find The Help You Need

With the passing of the autumnal equinox, it’s time to rake leaves, sip pumpkin spiced lattes, and take stock of the summer’s activities.  For most CI pros, this summer was spent wrangling and analyzing customer data for insights- hopefully with some much-needed R&R sprinkled in.  For me, this summer was also busy and productive resulting […]