Supporting a customer-obsessed model requires that an organization manage six levers: structure, culture, talent, metrics, process, and technology. To arm employees with the technology they need to do their best work and delight customers, infrastructure and operations (I&O) managers are embracing desktop modernization projects and redefining their next-generation mobility strategies to meet expectations for more-flexible workspaces among empowered workforces. This report outlines Forrester's solution for I&O professionals faced with workforce enablement challenges; we have designed it to help you redefine your workforce technology policies to empower your employees. This report is an update to a previously published report and offers newly modified analysis and guidance on creating a workforce enablement policy.