- Forrester calls this new capability “digital operational excellence”
- It’s the 80 in the 80/20 rule of digital transformation
- Forrester released its 2017 digital business predictions, emphasizing the importance operational excellence plays in digital transformation
- #1 Digital transformation will tip from experiences to operation
- Businesses will start to double down on their investment in digital operational excellence
- #2 Transformation budgets will edge up into the billions
- Technology investments are being targeted across all areas now, products, processes, and people -and budgets are rising to match
- #3 Brands will have learned that customers don’t deserve to be dropped between touchpoints
- Companies will work hard to break down the silos between web, mobile app, and offline engagement.
Via Forrester Research:
To learn more about what Forrester expects next year, visit http://forr.com/predictions2017 to download the free 2017 predictions guide that covers the top 15 dynamics that will shape the future in the age of the customer.