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For CIOs

Reset Your Technology Foundation For Customer Engagement

Beginner Level: Technology Practices For IT Transformation

January 25, 2021


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This report is part of "Act: Beginner Level" in The IT Transformation Playbook.

Why Read This Report

Companies just beginning to establish their technology priorities for the age of the customer are facing an uphill battle against legacy systems and outdated technologies as they develop their future fit technology strategies. This report outlines the technologies that tech leaders in this phase should prioritize to kick-start customer engagement and lay the groundwork for continued growth, including web and mobile interfaces for customer engagement, data and analytics to understand customers, identity management to protect and serve customers, and cloud computing to move to the future of software. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

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Table of Contents

  • Establish A Technology Foundation Primed For Growth
  • Focus On Four Technology Areas To Improve Customer Engagement
  • Recommendations

  • Use The Customer Lifecycle To Guide Technology Investments
  • Supplemental Material
  • Related Research Documents

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