Tech Tide Report

TechRadar™: Digitizing Operational Processes, Q2 2015

A Digital Business Needs Operational Excellence To Drive Customer Experience

June 16th, 2015
Craig Le Clair, Vice President, Principal Analyst
Craig Le Clair Vice President, Principal Analyst
With contributors:
Elizabeth Cullen , Alex Cullen

Summary

As enterprises look to become customer-obsessed, digital initiatives have risen in priority. Investment in new mobile and online solutions has improved digital connections with customers — but competitive digital businesses must go further, doing away with paper and manual processes that damage the back end of the customer experience. In this report, Forrester examines the range of solutions available to digitize operational processes. The goal is to provide enterprise architecture (EA) professionals with a perspective on where they should focus investment and what to watch from the sidelines.

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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.