Trends Report

Expand Your Ecosystem To Set Your Tech Organization On A Path To Excellence

Beginner Level: People Practices For IT Transformation

December 28th, 2020


Technology leaders evolve their organizations and people in phases. Many CIOs and IT organizations are in the early stages of this evolution as their firms begin to develop and deliver great customer experience (CX). This report — the first of three in the people competency of the IT transformation playbook — helps technology leaders understand the challenges and opportunities at the beginner phase. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

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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.