Getting the ROI equation right

From Signavio

In this paper, we’ll look at new and compelling insights from the Massachusetts Institute of Technology Center for Information Systems Research (MIT CISR), showing that an emphasis on both customers and processes — that is, combining operational efficiency with customer experience — is needed to maximize the return on investment (ROI) for business transformation initiatives.

We’ll cover the four pathways companies take on the road to business transformation, including the points at which companies start seeing significantly higher returns, and what steps are needed on each path to accelerate progress. Finally, we share advice on choosing the right tools that support both CX and OpEx


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