Best Practice Report

Build The Business Case For Modern, Resilient Operations

August 2nd, 2021
Rich Lane, null
Rich Lane
With contributors:
Lauren Nelson , Tyler Brown , Diane Lynch


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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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.