A growing number of organizations are embracing technologies such as artificial intelligence, virtual reality and robotics. But do those organizations have a clear sense of why they are doing so, or how those technologies will benefit customers?

The answer in many cases is ‘no,’ says Forrester Research senior analyst Jennifer Wise. In her report “New robots, VR, AI and IoT need CX help” Wise shares her thoughts on where organizations go wrong, and how the customer is often an after-thought in the benefit that these technologies can bring.

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