Summary
Companies spent heavily on IT and digital transformation in the 2010s, but with disappointing results. Forrester’s Customer Experience Index™ (CX Index) scores stagnated, productivity languished, and “digital sameness” took root. And as customer demands and competitors’ responses continue to accelerate, CIOs must also change faster, innovating with technology. Read this report to learn how to pursue future fit technology via four tried-and-true competencies.
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