Summary
Enterprises around the globe are rapidly digitizing their businesses — a transformation further accelerated by the global health crisis — and have higher expectations than ever for employee experience (EX), agility, automation, and customer experience (CX). Adopting effective modern operations practices is key to meeting these requirements, but making those improvements isn’t easy. This report uses Forrester’s Total Economic Impact™ (TEI) model to highlight benefits, costs, risks, and flexibility across the four components of modern operations practices and helps tech leaders build the business case for modern operations investments.
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