Recent results from the IDC Future Enterprise Resiliency and Spending (FERS) survey shed light on a number of key areas of digital transformation. In this global survey, respondents were asked to identify their digital resilience investment plans and the challenges and benefits of these initiatives.
According to the FERS survey, improving the customer experience (CX) has a direct impact on an organization’s performance. . More than a third (34%) of respondents worldwide reported an improvement in their profit rate as one of the top five benefits of their CX initiatives. Organizations attributed this higher profitability to revenue growth (27%), staff (25%), marketing (22%) and customer acquisition (18%) cost reductions.
Benefits also for customers extensive. Companies reporting a better customer experience pointed to their efforts to reduce customer inconvenience (22%) and customer relationship friction (19). Customers live in a technology-driven world and are looking for hyper-personalized, context-sensitive experiences that allow them to engage in customer relationships whenever and wherever they want, while meeting their needs with the least amount of effort.
In order for future businesses to be able to anticipate customer intentions and respond with empathy, a thorough knowledge of customer data will be required, which must be coordinated with the appropriate technological solutions. The FERS survey provided clear evidence that knowledge of technology and customer data is critical to creating a customer experience and the methods companies use.
78 percent of businesses reported that customer data from and about the customer is critical to the CX service, with 21 percent indicating that customer data plays an extremely significant role. And 79 percent of respondents reported that technology plays a critical role in how CX is delivered.
The future of intelligence: Enterprise intelligence
Modern infrastructure is essential for building enterprise intelligence, which in turn results in greater digital flexibility. Organizations that have increased and accelerated their investment in information synthesis technologies will be more digitally resilient in the post-pandemic world. Learning and knowledge sharing are also needed to build enterprise intelligence and digital resilience
According to the FERS survey, business investment in enterprise intelligence continued or accelerated in 76% of respondents to COVID-19. pandemic. The most important factors contributing to pandemic resilience were rapid adaptability (33.7%), continuous learning (32.6%), and cloud infrastructure supporting enterprise intelligence (37.5%). Enterprise intelligence skills received the highest rating that businesses would like to take in the next six months.
The future of trust: digital sovereignty
regulations that enforce spatial data boundaries are barriers and potentially limit the resilience of global digital platforms and public cloud services. As the pace and scope of these regulations continue to expand, organizations are increasingly turning to digital sovereignty to gain greater self-determination in shaping their digital transformation efforts. IDC defines digital sovereignty as the digital self-determination of states, companies, or individuals that focuses on controlling the data, infrastructure, and software needed to operate in the digital world.
The results of the FERS survey are more highlight a key finding:
- 67% of respondents agree or strongly agree that digital sovereignty improves the ability to transform digital transformation efforts into self-determination
- 75% of respondents believe that the main regulation or directive of digital sovereignty is to ensure that service providers comply with geographically specific measures in order to: do not monetize, sell and / or use their customers ’data without intentional and express consent and compensation.
- 48% of respondents indicated that the biggest challenge was public the protection and transparency of data in cloud facilities in accordance with regulatory requirements
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