Chart Your Course Report

Build Your Modern, Resilient Operations Plan Now

March 4th, 2021
With contributors:
Lauren Nelson , Christopher Condo , Sandy Carielli , Diego Lo Giudice , Jeffrey Hammond , Tyler Brown , Diane Lynch


To ensure your transformation to a modern, resilient operations plan that will last, you must take into consideration operations fundamentals and pursue changes to processes, people, governance, and technology, moving from legacy practices to good or emerging ones. In this report, we share four examples of organizations tackling these transformations. Forrester offers guidance to technology leaders on how to create a plan for your modern, resilient operations journey; how to begin your initiative; and how to sustain momentum throughout your organizational transformation.

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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.