Despite how broadly digital has caught on, efforts at most companies only scratch the surface. Organizations still invariably take a piecemeal approach, for example, focusing on customer-facing initiatives and only occasionally connecting them to back-end processes. New research conducted for us by Forrester Consulting reveals that a more connected approach increases the odds of success.
We tasked Forrester with testing the hypothesis that companies succeeding at digital do so when they focus on customer experience, knitting together processes that span the front, middle and back office. We call this concept enterprise fusion.