Best Practice Report

Transform IT To Deliver A Future Fit Tech Strategy

The Vision Report In The IT Transformation Playbook

February 1st, 2021
With contributors:
Matthew Guarini , Laura Koetzle , Patrick Carroll , Lewis Nottonson , Diane Lynch


Companies spent heavily on IT and digital transformation in the 2010s, but with disappointing results. Forrester’s Customer Experience Index™ (CX Index) scores stagnated, productivity languished, and “digital sameness” took root. And as customer demands and competitors’ responses continue to accelerate, CIOs must also change faster, innovating with technology. Read this report to learn how to pursue future fit technology via four tried-and-true competencies.

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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.