intermediate organizations have the basics well in hand. They’ve broken down silos, institutionalized customer centricity, and built a foundation of agile processes. However, to advance, cios and other technology leaders must shift their focus beyond customer experience (cX) to employee experience (eX), develop resource pools and redefine how work is done to benefit from automation technologies. This report provides an overview of forrester’s framework for how intermediate iT organizations can mature to become an advanced iT organization.