eBook: Building a recession-proof contact centre
A 12-step guide to maximising customer loyalty while optimising costs.
Four reasons to use process mining
According to Forrester Research, businesses often have no idea which processes to automate.
RPA booms around the world, but SA appears to lag
The global RPA services market is booming, according to a recently published Forrester Research report.
Tech predictions: 2019 will be the year of the CIO
Forrester Research predicts the CIO's role will be elevated in 2019, as the IT executive is given room to lead and orchestrate this vital company role.
Time to rethink organisational design
Slow, rigid companies will never thrive in a talent-scarce, customer-led, robot-enabled market, says Forrester Research.
Forrester Research recognises NICE Nexidia
The company was selected as a leader in AI-fuelled speech analytics.
Satisfaction with BPM software declining: Forrester
Satisfaction with BPM software among decision-makers has dropped from 60% to 30%, the research firm says.
Digital transformation requires transformed BPM: Forrester
It will not occur unless organisations automate operational processes involved in delivering services to customers, the firm says.
The 8 issues that keep enterprise architects awake at night
Enterprise architects are finding their old ways of doing things are no longer appropriate.
EA today: It's about insights, not architecture
Enterprise architecture is moving away from its traditional focus on technology issues to business requirements.
Standard Bank rated among best in mobile banking
The largest African bank by assets conforms to mobile banking service best practices, says Forrester Research.