Build The Business Case For Modern, Resilient Operations

August 2nd, 2021

Will McKeon-White Senior Analyst

Charles Betz VP, Research Director

Andrew Hewitt Principal Analyst

Rich Lane

With contributors:

Lauren Nelson , Tyler Brown , Diane Lynch

Summary

Enterprises around the globe are rapidly digitizing their businesses — a transformation further accelerated by the global health crisis — and have higher expectations than ever for employee experience (EX), agility, automation, and customer experience (CX). Adopting effective modern operations practices is key to meeting these requirements, but making those improvements isn’t easy. This report uses Forrester’s Total Economic Impact™ (TEI) model to highlight benefits, costs, risks, and flexibility across the four components of modern operations practices and helps tech leaders build the business case for modern operations investments.

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