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Forrester Insights

ENTERPRISE FUSION: YOUR PATHWAY TO BETTER CX

Our work with Forrester reveals a clear roadmap to enabling true, seamless cross-enterprise collaboration to improving CX…and winning in the digital era.

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A BETTER CUSTOMER EXPERIENCE


To keep up with today’s consumers and win in any industry, digital transformation is key.

Success requires transforming the entire enterprise via a cohesive, tightly fused approach across business functions. However, investments too often focus on the front-end experience.

Forrester Consulting conducted a survey of more than 500 U.S. and U.K. company decision makers involved in enterprisewide digital transformation initiatives. The survey tested the theory that success requires:

  1. Transforming the entire enterprise, not just the front end, from CX touchpoints to fulfillment and beyond, and
  2. Taking a “fused” approach, breaking down silos to achieve digital transformation across front- and back-office functions.
The Path to the Fused Enterprise

Digital transformation is more than a buzzword—it’s a means for survival and growth. Seventy-five percent of companies already have at least one business function or process that has been impacted.

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< 1/4


of the organizations studied by Forrester have fully fused digital across their enterprises.

 

< 40%


of companies have aligned internal teams that put customers at the forefront of their digital activities.

 

BEYOND SILOS: FUSING DIGITAL ACROSS THE ENTERPRISE

Pockets of innovation are admirable. But our new research finds that digital succeeds best when it connects key functional areas to deliver exceptional customer experiences.

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TAKE THE FIRST STEP

Serving customers by looking forward as well as back is a big promise, but the power of today's new digital capabilities is vast and growing.

 Let's talk about how digital can work for your business.

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