As enterprises look to become customer-obsessed, digital initiatives have risen in priority. Investment in new mobile and online solutions has improved digital connections with customers — but competitive digital businesses must go further, doing away with paper and manual processes that damage the back end of the customer experience. In this report, Forrester examines the range of solutions available to digitize operational processes. The goal is to provide enterprise architecture (EA) professionals with a perspective on where they should focus investment and what to watch from the sidelines.
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