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1 month ago | 
forrester.com | Leslie Joseph |Arielle Trzcinski |Julie Mohr
Agentic AI is rising. The evolution towards pervasive AI agents paves a way towards an “Internet of Agents,” where AI entities seamlessly interact and coordinate tasks across diverse ecosystems. Just as standardized protocols fueled the internet’s exponential growth, a shared framework is crucial to actualizing a globally interconnected agentic workforce. However, today’s AI agents remain trapped in walled gardens.
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1 month ago | 
forrester.com | Arielle Trzcinski |Julie Mohr |Charlie Dai
Collaboration emerged as the key to unlocking the power of emerging technology and tackling tough challenges for healthcare at HIMSS25. CEO Hal Wolf called on all healthcare organizations (HCOs) to prepare for change, acknowledging the anxiety and uncertainty many feel amid rapid policy shifts. Healthcare leaders highlighted the lack of preparedness as the pace of change instills a sense of chaos. Vendor conversations revealed they’re struggling with solutions and approaches for handling change.
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1 month ago | 
forrester.com | Charles Betz |Sam Higgins |Arielle Trzcinski
As we approach the 2025 ServiceNow Knowledge and Atlassian Team conferences, IT management is entering a new era. The rapid adoption of AI-driven automation and the increasing use of graph-based models signal a fundamental shift in how organizations manage IT portfolios. IT management platforms (considered broadly) are evolving from forms and workflow-driven systems into systems based on intelligent, interconnected knowledge graphs that provide a real-time, holistic view of enterprise IT.
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1 month ago | 
forrester.com | Arielle Trzcinski
Walgreens Boots Alliance (WBA) announced it will go private in a $10 billion deal with Sycamore Partners. It comes at a crucial time for Walgreens, which faces declining sales, profitability issues, and scrutiny for its role in the opioid crisis. The formation of WBA in 2014 was intended to deliver a wider range of products and services globally and become a leading player in the international healthcare retail industry.
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1 month ago | 
forrester.com | Dipanjan Chatterjee |Katy Cobian |Arielle Trzcinski
For those of us in the US who track the economy and its implications for consumers and the brands that sell to them, it’s been a head-spinning couple of months. Policies have been coming at us fast and furious as a new administration looks to stamp its mark on the economy.
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1 month ago | 
forrester.com | Katy Cobian |Arielle Trzcinski |Dipanjan Chatterjee
An unwritten truth in large organizations is that the only constant is change. But as the U.S.’s largest employer faces widespread transformation, even the most seasoned leaders may find that their usual leadership playbooks no longer apply. As a small resource for those leading teams during this time of big uncertainty, I’ve rounded up Forrester’s top-read resources on change tactics and leadership to help you guide your teams on their change journeys.
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2 months ago | 
forrester.com | Arielle Trzcinski |Dipanjan Chatterjee |Rich Saunders
For US health insurers the current state of trust should set off alarm bells. Trust is the cornerstone of a successful relationship. But only 56% of consumers trust their health insurer to act in their best interest. This puts consumer trust in US health insurers at a three-year low during a watershed moment for the industry. Health insurers must create value with customers to earn their trust.
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2 months ago | 
forrester.com | Christina McAllister |Gina Bhawalkar |Arielle Trzcinski
Customer service leaders have long been promised that AI is the silver bullet for all their (many) challenges: streamlining workflows, enhancing customer satisfaction, and most importantly, reducing costs via lower call volumes. This enthusiasm has only intensified with the adoption of generative AI (genAI) in the enterprise. To be clear: genAI will transform the customer service landscape.
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2 months ago | 
forrester.com | Gina Bhawalkar |Arielle Trzcinski |Keith Johnston
Accessibility helps your company increase revenue, resilience, and customer trust while lowering costs. It does this by helping you win more customers and deepen relationships with ones you already have. Recent actions by the US federal government haven’t changed this. Our research shows that:There are at least 17 major ways accessibility helps companies improve their bottom line. To name just a few: It lessens the incidence of — and cost to solve — complaints from customers with disabilities.
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2 months ago | 
forrester.com | Arielle Trzcinski |Keith Johnston |Shari Srebnick
First and foremost, we abhor violence. Like so many others – we were dismayed by the murder of UnitedHealthcare CEO, Brian Thompson. But our dismay wasn’t the only response. This event revealed widespread negative views of health insurers: stories of coverage denials, care delays, and medical bankruptcy spread across social media. Understandably, health insurers have asked us how to respond.
