Automation - Forrester: Recent Episodes
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At AMD’s Advancing AI event in San Francisco, I expected to hear about faster GPUs, next-generation CPUs, AI PCs, and the company’s latest AI infrastructure roadmap. Those announcements certainly happened. AMD introduced new AI infrastructure, processors, software, and AI PC capabilities. But the most important message wasn’t about a specific product. It was about positioning: […]
AI agents are delivering measurable business value to CRM operations by closing the gap between data, decision, execution, and results. In interviews with dozens of consultancies and customers, we found that AI agents in CRM: Increase productivity and lower the cost to serve. A public sector firm saves 90% in routine labor costs while processing […]
Paul Miller discusses his physical AI and autonomy highlights from this year’s Farnborough International Airshow.
Last week at Nexthink’s Masters of Experience event in London, one theme came through clearly in every conversation I had with digital workplace leaders, IT practitioners, and experience innovators: The ways that organizations use digital employee experience management (DEXM) solutions are expanding. AI dominated the agenda — as expected. But the real story wasn’t about […]
I’m thrilled to announce the publication of The Forrester Wave™: Accounts Payable Invoice Automation Software, Q2 2026! This is the second edition of this evaluative research (you can find the first here). This report helps our clients navigate the complexities of the rapidly evolving finance automation market and offers insights into how fast-evolving agentic AI […]
On June 2, 2026, security researchers published a paper about the creation of an AI worm. The headline is as subtle as a fire alarm: This lab experiment of a worm is no longer just code that blindly crawls across your environment; it leverages AI models and can now reason, execute, and learn in complete […]
At Red Hat Summit 2026, the company outlined its ambition to become the central control layer for hybrid AI environments spanning infrastructure, models, and agents. While the vision is increasingly supported by product direction, enterprises must critically assess how to turn it into practical architectures and measurable outcomes.
In 2024, Forrester delved into the impact of genAI on smart manufacturing. But now agentic AI is also beginning to play a part in transforming asset-intensive industries. In May 2026, Anthropic announced the creation of a standalone enterprise AI services firm backed by Blackstone, Hellman & Friedman, Goldman Sachs, and other large asset managers — all […]
Coupa’s May 2026 acquisition of Rossum strengthens its accounts payable (AP) automation core and signals a deliberate move to anchor finance automation — built for the office of the CFO — in AI-powered platforms. By pairing Rossum’s large language model- and optical character recognition-driven invoice capture with its own strengths in payments, cash management, AP […]
TeamViewer Connect in New York City brought together TeamViewer leadership, customers, and digital employee experience (DEX) practitioners for a grounded discussion about what it really takes to “level up” DEX. Rather than focusing on product features, the event centered on operational maturity, outcome-based measurement, and the human impact of automation. From customer stories to practical […]
Startup founders, investors, technologists, and operators are all working frantically to get an early jump onto the AI train. Find out why and get more of the key takeaways from the recent Startup Boston Week event.
Forrester analysts visited the IAA Mobility trade show in Munich this year. Here’s some of what they saw and some of what they missed.
The 10th annual Splunk .conf took place in Boston recently. From the opening keynote to various new product releases and enhancements, get a full review of the event in this post.
Localization in 2025 is about delivering personalized, context-aware experiences at every touchpoint. It’s more outcome-oriented than ever, aimed at helping businesses thrive in multilingual, multicultural global markets.
Insurance policyholders today want personalized service, seamless communication, and lightning-fast responsiveness. To deliver on these expectations, agencies are turning to a powerful ally: insurance agency management systems (AMSes). Find out more about the AMS market and the value these systems deliver.
Adaptive process orchestration is Forrester’s framework for enabling autonomous operations by integrating AI agents, nondeterministic control flows, and traditional automation technologies to manage complex business processes. As enterprises scale automation, Forrester will launch an adaptive process orchestration landscape report in early Q2 2026 to guide leaders in navigating this emerging category and selecting the right orchestration platforms.
Enterprises must transform traditional infrastructure into strategic platforms that drive innovation, resilience, and adaptability to address the agentic era. Learn why well-aligned, future-proof infrastructure is key to enabling intelligent business ecosystems and achieving enterprise goals in this preview of our upcoming Technology & Innovation Summit.
The multibillion-dollar question I’m often asked is: Will a critical mass of consumers shop and check out on Google’s AI Mode, ChatGPT, and Perplexity? Consumers’ loyalty to convenience makes a “yes” most likely. Thirty-eight percent of US online adults, according to Forrester’s Retail Topic Insights 1 Survey, 2025, checked how fast products would arrive before […]
Amazon has almost as many robots as human employees. What happens when manufacturers approach that point?
Bank of America has quietly built one of the most disciplined AI strategies in financial services. In this case study, we explore how the bank laid a data-first foundation, scaled its virtual assistant Erica, and turned AI into a compounding advantage — offering valuable lessons for any organization navigating digital transformation.
VMware Explore 2024 began with Broadcom CEO Hock Tan re-announcing a significant departure from the previous VMware direction (embrace hybrid cloud) to a singular focus on making private cloud a success. Much like hyperscalers deliver an integrated set of infrastructure services, Broadcom is targeting integrating compute, storage and network resources. It is aiming at making […]
Infrequently asked questions is an example of how genAI is bringing value to the contact center
The future of mobility means much more than electric vehicles or autonomous mobility. Any discussion of the future of mobility must consider the movement of individuals and small groups, the movement of larger groups, and the movement of goods. Learn more in this preview of an upcoming client webinar.
In my recent report, AIOps: A Crucial Component Of High-Performance IT, I speak to how AIOps is a critical tool for IT leaders aiming to run high-performance organizations. AIOps combines AI, machine learning, advanced analytics, and operational practices with business and operations data. AIOps enhances IT operations by enabling them to keep pace with business […]
I’m thrilled to announce the publication of The Forrester Wave™: Accounts Payable Invoice Automation (APIA), Q3 2024! This report helps our clients navigate the complexities of the rapidly evolving finance automation market and offers deep insights into how AI-driven automation is reshaping accounts payable processes across industries. Our rigorous 31-criterion evaluation shortlisted leading APIA providers […]
Generative AI (GenAI) is an enabler for more automation – and is now getting embedded in many software vendors’ platforms with different names and labels such as AI agents, AI-led micro-automations, and autonomous workplace assistants (AWA). All of these are somewhat overlapping terms for agentic automation that is starting to sprout as generative AI promises […]
We evaluated 13 of the top continuous automation and testing services players. Get three key takeaways in this preview of the new Wave report.
Navigate the choppy and always exciting waters of artificial intelligence (AI) with Forrester’s analysts. Forrester’s multi-episode webinar series on AI delves into the profound impact AI has – and will continue to have – both on how data scientists and software engineers approach their work and how other job functions will have to adapt to […]
AI — a catchword and momentous concept — is all-consuming. It demands nearly as much energy as Argentina uses in a year, is the obsession of practically every marketer I meet, and is invoked breathlessly by those who have the most to gain and lose from it. On Alphabet’s most recent earnings call, for example, […]
Get a Forrester analyst’s impressions from Hannover Messe 2024, the smart manufacturing world’s big annual trade show.
Recently released posters promoting the feature film Civil War stirred controversy. But not the kind of controversy that its studio parent A24 was looking for. The AI-generated visuals used in the posters caused immediate backlash among commercial artists and consumers over their inaccuracy and lack of production quality. One depicts a military gun boat on […]
The move to high-performance IT puts AIOps and observability in the spotlight. But like any transformative initiative there are risks associated with implementing AIOps. Learn the five key risks of implementing AIOps in this post.
We've evaluated the nine most important conversation automation solution vendors. Learn what’s changed since we evaluated the market three years ago
Offshoring. Nearshoring. Rightshoring. Learn how emerging technologies such as ubiquitous sensing, distributed computing, AI, and data fabrics are being used to determine the optimal manufacturing mix.
Implementing AIOps and observability solutions can be a challenging task for organizations. To ensure success, it is crucial to develop the right approach and strategy that aligns with your enterprise’s specific IT complexity and goals. Learn how you can begin exploring the best practices for AIOps and observability and the aspects that you need to consider when embarking on the delivery of these.
IT organizations must evolve they way they monitor employee and customer experience technologies. Learn why in this blog post.
Finance and payment professionals can read this blog to learn three key trends in the accounts payable (AP) invoice automation market in 2024.
At the Atlassian Unleash event in Amsterdam, the focus was on using AI to improve developer experience. Learn more in this review.
Our new report How To Tackle Your Emerging Tech Skill Gaps introduces two frameworks that help business leaders address emerging skill needs.
Learn how cooking can be a metaphor for process simulation, an underestimated tool for manufacturers as they prepare their data for generative AI.
Conversational AI, chatbots, and automated marketing are not new to B2B marketing technology stacks. B2B marketing organizations leverage conversation automation solutions (CAS) to better understand and enable buyers, customers, and internal teams by integrating signal-responsive conversations into existing workflows, tactics, and content experiences that span the full customer lifecycle. Conversation automation is quickly becoming integral […]
What does badminton have to do with resilient technology strategies? Find out in this sneak preview of our upcoming Technology & Innovation North America event.
There is no general-purpose robot. Let Forrester help you match different types of robot to specific tasks.
The the acceleration of generative AI as well as other emerging technologies, tech leaders must build long-term strategies to address the growing demands on the technology organization.
The controversy over AI is settling in the world of marketing and creativity. Two arguments have emerged that defend or denounce artificial intelligence. (1) Humanists decry the existential dangers as underscored by an open letter signed by hundreds of tech experts calling for a pause on generative AI. (2) Technologists espouse the limitless potential to […]
Automation is having a moment. Generative AI and large language models have the spotlight, but physical automation has advanced, as well. First, the pandemic gave life to robots for cleaning and disinfection. Labor shortages then left businesses scrambling to just keep the place running. Look around, and you can see physical automation trying to sneak […]
The Volkswagen Group bet big on a new software division called Cariad, committing billions to building the software meant to power in-car experiences for Audi, Porsche, VW, and other group brands. Software delays hit the launch of new cars, and Cariad lost $2 billion in 2022. A “structural and personnel realignment” sees new leadership for […]
The rise of automation adoption has led to technology leaders rediscovering process analysis and improvement to scale automation beyond tasks toward end-to-end process automation. So the time is right for us to dive into the process intelligence software market and provide a landscape of relevant vendors as well as technology and adoption trends. The Process Intelligence […]
Imagine spending most of your time during the peak of a New England winter researching for a Forrester Wave™ evaluation on a topic (infrastructure automation) that is hotter than ever. Is it a coincidence, or did we time it precisely to publish the report at the onset of spring? I think the latter. 😊 The […]
Computer vision technology is a recent entrant in insurance, but it has the potential to revolutionize how insurers process claims, identify fraud, and evaluate risk.
We are announcing changes to our Forrester Wave™ evaluations focused on the automation services market to better represent the rise of automation fabrics and the changing role of systems integrators, consultancies, advisory firms, and specialist services vendors in this space.
Our recent 2022 survey found that, among APAC data and analytics decision-makers, only 13% indicated that their enterprise has advanced insights-driven business maturity — that is, they use a decide-act-learn-improve loop to ensure that insights are having maximum business impact. Among these data and analytics decision-makers, 23% expected their organization to use decisioning platforms to […]
It’s no secret that in today’s business climate, corporate banks are feeling the squeeze. They struggle with an installed base of pre-modern applications and archaic processes. Now is the time when corporate banks change the way they serve clients. They must start employing a mix of digital and human-enabled services that will enrich the client […]
Accounts receivable (AR), including invoice issuing and payment processing, is one of the core processes in a company’s financial operations. The rising adoption of e-invoices has spurred more firms to acquire AR automation software to support customer demand and respond to digital transformation. My recently published report, The AR Invoice Automation Landscape, Q1 2023, will […]
Generative AI has made the creative industry uneasy. Yet combined with human ingenuity, the technology's potential is enormous.
What are TuringBots? Hint: They will not replace you — not in the near future nor in the medium term. But they will augment your capabilities and make you look and work smarter.
Secure systems deliberately hide details and access points to fly under the radar. Poorly designed systems and poor tooling & instrumentation unknowingly expose sensitive details or hide vital operating telemetry. Be deliberate in your observability design and tooling.
Pandemic-induced isolation increased people’s online activity but also caused many to suffer from depression and insecurity. Criminals have taken advantage of this vulnerability to steal customer identities and take over their financial accounts to facilitate money laundering. Forrester sees that: Crypto and trade-based money launderings are increasing. Crypto’s inherent anonymity and rising adoption by consumers […]
When it comes to automation, the world has changed. Despite significant benefits of automation that have been proven over the past several years, 2023 will see a slight dampening of automation velocity. Economic uncertainty is driving a more rational approach that taps the breaks on transformation to focus on core business drivers such as resilience […]
Those European orgs with the mettle to adjust to 2023 realities while doubling down on automation will reap overwhelming competitive advantage. Find out more in our 2023 European automation predictions.
Classic horror movie quirks closely resemble what we’re seeing in firms looking to innovate and differentiate yet are running from rather than toward AI and advanced automation.
New Principal Analyst joins Forrester in the areas of financial service, focusing on insurance and data, AI, and ML.
Automation has been an important tool in a manufacturer’s toolbox for centuries. From steam-powered looms to cutting-edge industrial robots, hardware automation arrived first and continues to expand. Over the past decade or so of Industry 4.0, software automation has also grown, with machine learning and artificial intelligence embedded in more and more processes. But my […]
The road to hybrid success is riddled with speed bumps. Mastering it will require organizational innovation — trying out new practices that employ new technologies and challenge cultural norms.
Learn how industrial technology firm Oshkosh transformed its digital technology organization to become future fit and receive Forrester’s Technology Strategy Impact award.
In volatile market conditions, manufacturers must become quicker, smarter, and greener to survive. The transformation of traditional — often conservative — manufacturing firms involves more than just making existing physical processes more efficient. Business and technology leaders increasingly work together to build future fit organizations that are adaptive, creative, and resilient, unlocking more sustainable and […]
Learn how the future viability of the metaverse depends on these four key emerging technologies.
Get three key takeaways about leveraging emerging technology in this Technology & Innovation event preview.