For years, business has invested in support for production workers – those in the back office - that work with standardised processes – mostly to move to straight through processes and reduce head count. Today, companies are thinking once again about growth – and that means improving the customer experience and better support for employees that service customers – in the field or at the point of services. Forrester Consulting surveyed 159 global IT and business decision- makers and found that today, these POS workers are poorly supported by current systems, underutilised and provide a great opportunity to differentiate a company’s product or service. In short, organisations will require new processes that will require support for an emerging workforce and newly empowered customers. Technologies that include mobile capture and print, business process management, dynamic case management will be strong enablers.