In 2020, the pandemic forced companies to shift to remote working and accelerate their digital transformation efforts. Leading firms have responded by employing technical agility, deepening their customer understanding, and adopting new models of work. With the future of the work being virtual and digital, it became critical for businesses to build an intelligent digital workplace to survive in the 2020s and accelerate out of the crisis.

The vision for these new intelligent digital workplaces: a digital work environment where employees can develop and communicate content between one another and their customers in a highly automated and responsive way. Forrester has shown empirically that creating such an environment fosters business growth, improves employee experience (EX), and enables continuous business operations. But for most companies, elevating their digital experiences by converging digital content and collaboration functions hasn't come easy, with suboptimal and disconnected technologies hindering true success.

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