Trends Report

Technologists — And The Business — Must Execute At The Speed Of DevOps

Intermediate Level: People Practices For IT Transformation

January 8th, 2021


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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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.