Accelerate Your Digital Momentum At Forrester’s Digital Transformation Mumbai 2017

Ashutosh Sharma

Forrester’s annual flagship India event Digital Transformation Mumbai 2017 is almost here. This exclusive event has grown over the years to become one of the most anticipated events for India’s senior business leaders.

At last year’s event, we presented the right operating model for organizations to support their digital transformations: the customer-obsessed operating model. Our audience let us know the model resonated because it is easy to understand and business leaders could relate it to their day-to-day activities. More importantly, it challenged their thinking about what digital transformation in the age of the customer should be: It’s not about reducing costs or improving operational efficiency, but about driving customer obsession.

In 2017, we plan to take that thinking further. We will talk about the role of digital operational excellence (DOX) in delivering great customer experiences (CX). We have researched quite a few companies that are hiring senior leaders to head their digital projects or CX initiatives who grasp the value of great CX in winning, serving, and retaining customers. However, our research shows that the activities that go on below the line of visibility are not well understood in terms of their importance to delivering great CX. This area is where DOX lives.

This event will present Forrester’s thought leadership on how enterprises need to focus on both digital CX and DOX as they embark upon their digital transformations. In addition, we will highlight the most common blind spots firms encounter and outline the “how-to” of digital transformation with great industry examples.

Read more

Predictions 2017: CEOs Invest Billions To Transform Operations With Digital Tech

Nigel Fenwick
You've been creating digital customer experiences for years now. You've built a successful app. You’ve assembled a martech/adtech stack. You may even have started swinging at omnichannel delivery or harnessed AI or piloted a connected product. So it’s time to declare victory on digital transformation, right? 
 
Think again.
 
Digital customer experiences are only the shining faces of a digital business. Those pretty faces quickly lose their luster unless you’ve also transformed your business operations to make them better every single day -- and introduce new digital faces all the time. We call this capability "digital operational excellence." It’s the 80 in the 80/20 rule of digital transformation. In our latest report, Predictions 2017: In Digital Transformation, The Hard Work Of Operational Excellence Begins,  my co-authors Ted SchadlerMartin Gill and I give Forrester's predictions for the next year in digital business, including these three:
 
Read more