• March 9, 2015

Rising Customer Expectations and Improving Efficiency Drive Firms’ Transformation Efforts—a Forrester Paper

Customers are changing their behavior faster than companies can evolve their business models, operational processes, and technology platforms. As a result, firms are changing their organizational structures and technology platforms to break down the silos that hinder delivering compelling customer experience.

In May of 2014, Hewlett Packard Enterprise commissioned Forrester Consulting to conduct research on digital transformation efforts across a mix of industries. The research delved into the business drivers, process changes, technology implications, and skills retraining that underpin firms’ re-engineering initiatives.

Forrester conducted 11 in-depth phone and face-to-face interviews with CEOs, COOs, CIOs, and transformation leaders across North America, Europe, and Asia from June 2014 through September 2014. Even though their transformations are multiyear projects, these business leaders are already seeing dramatic increases in Net Promoter scores for customer satisfaction, the ability to compete on service, and more engaged employees with lower attrition.

 

Click here to read the full report