Articles

  • 2 weeks ago | destinationcrm.com | Christina McAllister

    By Christina McAllister, senior analyst, Forrester Research I’ll often get asked about the topics that are top of mind for Forrester’s clients. And sure, there are some topics that are what I’d call “evergreen”—like how to improve agent efficiency with artificial intelligence. Classic. But there are topics that shift in and out depending on the season. And right now? We are in a season of automated quality scoring (or “quality AI”).

  • 2 months ago | stimson.org | Christina McAllister |Joaquin Matamis

    This week marks the third anniversary of Russia’s attack on Ukraine’s sovereignty and presents a good time to review the ongoing conflict’s potential impact on norms against the use and proliferation of weapons of mass destruction and associated dual use materials, as well as on regimes designed to ensure the security of nuclear material.

  • 2 months ago | destinationcrm.com | Christina McAllister

    By Christina McAllister, senior analyst, Forrester Research In last month’s column (that I know you’ve already read and memorized) we noodled a bit on some less-often-considered prerequisites for automating customer service interactions. But something that has been on a lot of people’s minds: What happens when we succeed? So, let’s talk about it. I think it’s safe to say that most people are not expecting to hand their customer service function entirely over to the machines.

  • Feb 7, 2025 | forrester.com | Andre Kindness |Peter Wannemacher |Christina McAllister

    On January 30th, 2025 the DOJ moved to block the acquisition of Juniper by HPE. They are concerned about 60% of WLAN market being occupied up by two vendors (HPE and Cisco) and that it would stifle any innovation coming from other vendors that have single-digit market share (which pretty much the rest).

  • Feb 5, 2025 | forrester.com | Thomas Husson |Peter Wannemacher |Christina McAllister

    I look forward attending the AI Action Summit in Paris, France, next week. After the two previous summits hosted respectively at Bletchley Park in the UK (November 2023) and in Seoul  the Republic of Korea (May 2024), French President Macron has decided to host a new AI Summit co-chaired with India in on February 10th and 11th in Paris, France. Who will attend and what is expected?

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