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Transform IT To Win, Serve, And Retain Customers

Technology is no longer a specialized skill or distinct function; it has become the core DNA of your company. This changes the game for IT, from being a service function to a team-driven effort across business and technology, making the CIO less a functional leader and more a digital architect of the business. This also places the emphasis and pressure on business technology to differentiate and drive growth.

Customer Insights

Customer data is powerful, but all too often IT teams have incomplete access to customer insights. That reality has got to change. Business technology and digital experience design depend on an intimate knowledge of the customer. In practical terms, that means change of operations and talent.

Continuous Delivery

Current organizational structures and operating models have aged out. Functional and product silos do not reflect customer journeys and preferences; conversely they frustrate customers and complicate innovation. DevOps teams partly overcome that challenge, but how do you take exceptions like DevOps and make it the operational norm?

Orchestration

Technology is the business — it is the underlying capability for virtually all customer experiences and operations. It screams for orchestration of existing tech, new tech, and innovative ecosystem partners. This is not just about technology leadership; this is the orchestration of the business.

Business Technology

Business technology is fuel; it is essential to win, serve, and retain empowered customers. Although increasing, it still represents a minority budget for most as teams pay down technical debt. The question is: How do you accelerate business technology spend and impact to stay apace or get ahead in a disruption-rich market?

Information Technology Insights

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CIOs & The Future Of IT

A road map for escaping back-office gravity.

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January 23, 2019

Predictions 2019 Webinar

Join Forrester thought leaders to dig into the seismic shifts that will affect your business in 2019.

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Our Information Technology Team

Jeffrey Hammond

VP, Principal Analyst

Matt Guarini

VP, Research Director

Bobby Cameron

Bobby Cameron

VP, Principal Analyst

Sharyn Leaver

VP, Group Director

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