Technology leaders in the intermediate phase of IT transformation must help their firms consistently engage customers along every step of their journeys and constantly adapt and grow with their customer needs. This is also the phase where organizations can make significant strides toward future fit technology. Essential to this is delivery of technical platforms that enable end-to-end integration and agility. This report outlines the four areas that tech leaders should focus on: engagement, insights, security, and infrastructure. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.