Trends Report

Today's Reality: You Must Prepare For Your Future I&O Organization

January 14th, 2015
Jean-Pierre Garbani
Marc Cecere
With contributors:
Bobby Cameron , Eveline Oehrlich , Megan Doerr


The digitalization of the most mundane aspects of life has transformed today's society, giving enterprises a unique opportunity to collect and process vast amounts of data that they can use to win, serve, and retain customers. The technology is there to answer these "age of the customer" dynamics, but the question is whether the typical IT model of developing and running services on a custom-built infrastructure can adapt to this new workload. The ability to constantly adapt business services to customer needs has notably been lacking in the old IT model. The need for flexibility, agility, and speed is forcing the I&O organization to change to a new model. Abstracting the complexity of rigid proprietary infrastructures by using the economy of scale of the cloud and adopting a new service-oriented model is the way forward, but this requires new roles and a new I&O organization.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

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.