Summary
Intermediate organizations have the customer experience (CX) basics well in hand. They've broken down silos, institutionalized customer- and employee-centricity, and built a foundation of agile processes. However, to advance, CIOs must modernize their talent management, industrialize employee experience (EX), and operationalize automation technologies. This report provides an overview of Forrester's framework for how intermediate IT organizations can mature to become advanced. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.
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