Best Practice Report

While Getting Started With Digital, Invest In Technology For Customer Engagement

Establish Your Technology Practices For Digital Business

January 25th, 2019
Ted Schadler, VP, Principal Analyst
Ted Schadler VP, Principal Analyst
Brian Hopkins, VP, Emerging Tech Portfolio
Brian Hopkins VP, Emerging Tech Portfolio
With contributors:
Matthew Guarini , Bobby Cameron , Patrick Carroll

Summary

Companies establishing themselves as digital businesses have a giant leap to make: They must stop treating technology as a cost center, and start treating it as a source of revenue, agility, and engagement. This report outlines the four technologies that digital business leaders in the establish stage of digital maturity should focus on: web and mobile interfaces for customer engagement, data and analytics to understand your customers, identity management to protect and serve customers, and cloud computing to move to the future of software. This is an update of a previously published report; Forrester reviews and updates 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.