Report: 97% of IT leaders involved with Digital transformation in 2020
While digital transformation is a relatively loose concept as it pertains to the enterprise, software provider MuleSoft characterizes it as “using a combination of new technologies to modernize legacy processes and to identify and implement new business model innovation opportunities.”
And according to the company’s 2020 Connectivity Benchmark, 97 percent of IT decision makers are steering such efforts as they head into the New Year.
The report looks at the overarching drivers for digital transformation, along with what both IT leaders and consumers expect will come of these efforts. Striking the balance between what companies are doing and how customers perceive these initiatives is critical, as “consumer experience” is at the core of almost all digital transformations, the report found.
When consumers feel a “disconnected customer experience” with a service provider, for instance, 69 percent polled indicated that this alone would drive them to seek out a new vendor. Thankfully for providers, 71 percent of IT decisions makers told MuleSoft that avoiding these kinds of “disconnects” is the top goal of their digital transformation efforts.
To that end, a separate study by Harvard Business Review saw that 93 percent of Business leaders say “delivering a relevant and reliable customer experience will be critical to their company’s overall business performance two years from now.” So as big of a push to digitally transform customer service channels is for 2020 at many companies, these efforts are likely to be even more aggressive going into 2021.
The MuleSoft study found that on average, large companies leverage roughly 900 applications — consumer-facing or otherwise — across the organization today. With so many applications that ultimately must come together in one way or the other to help build the business and deliver customer satisfaction, visualizing these connections is Step One to getting a digital transformation off the ground.
A data point that supports this on the customer-facing side is the fact that omnichannel shopping, to sample one vertical, hinges on consistent customer journeys across multiple services, including messaging services and mobile service portals. And with omnichannel customers spending 10 percent more online than single-channel customers, according to the report, businesses can’t afford to miss out on tailoring digital transformations to better integrate/connect digital customer touchpoints.
Gaining this kind of visibility can be difficult for any large business when they aren’t leveraging tools that help them visualize not just the true state of their network, but also the roughly 900 applications that teams use on average. Without a performance monitoring solution that can zero in specifically on a wide-range of apps — whether their cloud or Web-delivered or proprietary workflows teams leverage internally — teams won’t be able to establish a baseline of performance prior to their digital transformation that truthfully illustrates areas for improvement.
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Filed Under: industry insights