Best Practice Report

Understand Four Key Factors To Launch Your Future Fit IT Operating Model

Drive High Performance By Balancing Customer Experience Focus With Sourcing, Location, And Governance

March 4th, 2019
Bobby Cameron, Vice President, Principal Analyst
Bobby Cameron Vice President, Principal Analyst
With contributors:
Gordon Barnett , Matthew Guarini , Audrey Hecht

Summary

The quest for customer obsession is arduous, littered with obstacles that impede progress. Maturing the customer experience (CX) and improving business agility are the primary drivers for business operating model transformations focused on delivering on that goal. Those firms that have obtained the highest levels of customer obsession have done so by adopting a well-defined, high-performing IT operating model. This report shows how success comes when this model balances enterprisewide capabilities — targeting accelerated innovation and efficiency — against local business units’ capabilities that are focused on market differentiation.

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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.