In 2020, the importance of employee experience continuity has been underscored by business operations shifting to work-from-anywhere models. Some businesses were caught flat footed without a foundation to provide fully virtual employee services. Prior to the pandemic, in late 2019, a Forrester Tech Tide™ survey of Forrester clients showed 73% expected high business value in HR service management. Given the shifting business operations landscape, those value expectations have likely increased for organizations.

The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of HR Service Delivery on their organizations.