What It Means: A Forrester Podcast

What are the most compelling AI use cases in the public sector, and what are some of the challenges? Find out as Principal Analyst Sam Higgins shares insights on the current state and future outlook for AI in the public sector globally.

Are passwords obsolete or still a necessary evil? In this episode, Vice President and Principal Analyst Andras Cser and Principal Analyst Geoff Cairns describe where we are on the path to passwordless authentication for both enterprise and consumer users.

In this engaging discussion, Paul Miller, Vice President and Principal Analyst specializing in digital technology, teams up with Senior Analyst Stephanie Liu to unravel the distinctions between digital doubles and digital twins. They dive into how these concepts serve unique purposes in various industries, with digital twins offering accurate representations for sectors like healthcare and finance. The duo also explores consumer autonomy over online identities with digital doubles, balancing privacy and personalized marketing in today's tech landscape.

Christina McAllister, a Senior Analyst specializing in generative AI for contact centers, delves into the future of customer service. She shares insights on how generative AI can revolutionize agent performance and customer interactions by moving from scripted responses to real-time assistance. The conversation unfolds the potential for enhanced emotional connections between agents and customers, while addressing challenges like safety and efficiency. Christina also explains the importance of gradual tech transitions and the role of soft skills in this AI-driven landscape.

Arielle Trzcinski, a principal analyst focusing on healthcare services, and Judy Weader, an expert in healthcare policy, tackle the critical issue of medical deserts—areas devoid of essential healthcare throughout the U.S. They explore the challenges these regions face, including hospital closures and clinician burnout. The duo discusses innovative solutions ranging from technology's role in improving access to collaborative efforts among stakeholders. They also touch on the impact of private equity on healthcare and emphasize the urgent need for systemic change.

Business and tech leaders expect (slightly) bigger budgets next year. How should they use them? On this episode of What It Means, VPs and Group Research Directors Stephanie Balaouras, Keith Johnston, and Srividya Sridharan dive into Forrester’s Budget Planning Guides’ recommendations for tech, marketing and sales, and customer experience (CX) leaders.

Customer experience (CX) quality in the US has dropped for three consecutive years and sits at an all-time low. What’s behind the decline, and how can brands turn things around? VP and Principal Analyst David Truog and Principal Analyst Pete Jacques weigh in on this week’s What It Means.

AI has been portrayed as both the solution to and the cause of employee burnout. Which is it? In this episode, VP and Principal Analyst J. P. Gownder and Senior Analyst Jonathan Roberts describe the impact of AI on employee burnout.

What are industry clouds? What are their use cases, benefits, and drawbacks? Find out as VP and Principal Analyst Kate Leggett provides a detailed look at the latest trends in industry clouds.

Generative AI is breathing new life into traditional technology, and enterprise resource planning (ERP) systems are no exception. In this episode, Vice President and Principal Analyst Liz Herbert discusses the opportunities, use cases, and challenges of genAI in ERP.