Why Read This
Forrester's recent book, Empowered
, describes the type of technology-based innovation by frontline employees that can cause nightmares for enterprise architects. However, rather than attempting to ignore or shut down such innovation, architects should assess the reality of the business pressures behind it and craft their architectures to work with these pressures. Using the context of Empowered
's notion of groundswell customer service, Forrester illustrates a practical approach for evolving your architecture strategy to enable and channel frontline innovation.