Best Practice Report

Reset Your Technology Foundation For Customer Engagement

Beginner Level: Technology Practices For IT Transformation

January 25th, 2021
With contributors:
Matthew Guarini , Lewis Nottonson , Diane Lynch


Companies just beginning to establish their technology priorities for the age of the customer are facing an uphill battle against legacy systems and outdated technologies as they develop their future fit technology strategies. CIOs and tech leaders need to establish a technology foundation to engage customers through digital channels, including web and mobile interfaces for customer engagement, as well as data and analytics to understand customers, and build it to easily evolve as you grow. This report outlines the technologies that tech leaders should prioritize to kick-start customer engagement and lay the groundwork for continued growth.

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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.