The future of contact center work: How to source new agent talent
As AI and automation move deeper into customer service, new areas will be impacted including staffing, processes, and culture.
Latest Posts
Resolving or revolving? Make 2020 the year for Zero Trust
It's a new decade. Time for a change. Are you ready to stop "revolving" and start "resolving"?
2020: The year of digital products
Looking to get ahead of competitors; invest in digital product development capabilities early in 2020.
Two truths and seven lies retailers heard in the 2010s
As the 2010s end, let's reflect on what retail trends were rightfully chased and what retail claims were counterproductive distractions.
PayPal officially enters China: Challenges vs. opportunities
PayPal's entry into China will prove challenging, requiring high continual investments in local talents and strategy.
Employee safety is for sale
Location data is a risk to the enterprise. CISOs will need to invest in anti-surveillance technologies in 2020.
Make edge computing a key investment for 2020
Edge computing is a catchphrase that’s spread from mobile and telecom vendor initiatives to almost all industries.
Decade retrospective: Cybersecurity from 2010 to 2019
Let’s look at the last 10 years of notable security trends and events.
New 'prescriptive' low-code segment emerging
How low-code vendors will continue to innovate and raise software delivery speed
Predictions 2020: Medicare, price transparency, and virtual care take center stage in healthcare
With more volatility expected in 2020, read Forrester's predictions for the US healthcare market, focusing on Medicare For All, the executive order on price transparency, and the growth of virtual care.
Retailers: Make your website accessible or leave money on the table
Only a tiny fraction of websites get accessibility right. This holiday season be sure your online experience doesn't freeze out would-be shoppers.
Retailers, prepare wisely: DDoS remains a holiday threat
A distributed denial of service attack can turn a retailer's holiday season from merry to miserable. Learn how to protect yourself.
Predictions 2020: Edge computing makes the leap
Investment in edge computing will jump next year as organizations look to handle AI-related computing demand. Read analyst Abhijit Sunil's 2020 predictions for this rapidly growing technology.
Predictions 2020: More changes for software development
The world of software development will see big changes. Learn Forrester Research's top 5 predictions for the software development market in 2020.
Predictions 2020: Cloud computing sees new alliances and new security concerns
In 2020, the cloud computing market will sees interesting new alliances and face new security concerns. Read Forrester's 2020 cloud predictions to find out more.
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Predictions 2020: Cloud computing sees new alliances and new security concerns
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