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Survey of More than 2,000 CIOs Shows Digital Technologies are Top Priorities in 2013

Enterprises realize on average only 43 percent of technology's business potential, according to a global survey of CIOs by Gartner, Inc.'s Executive Programs. That number has to grow for IT to remain relevant in an increasingly digital world.

The worldwide survey was conducted in the fourth quarter in 2012 and included 2,053 CIOs, representing more than $230 billion in CIO IT budgets and covering 36 industries in 41 countries. The Gartner Executive Programs report, "Hunting and Harvesting in a Digital World: The 2013 CIO Agenda," represents the world's most comprehensive examination of business priorities and CIO strategies.

Over the last 18 months, digital technologies ó including mobile, analytics, big data, social and cloud ó have reached a tipping point with business executives. Analysts said there is no choice but to increase technology's potential in the enterprise, and this means evolving IT's strategies, priorities and plans beyond tending to the usual concerns as CIOs expect their 2013 IT budgets to be essentially flat for the fifth straight year.

The survey showed that CIO IT budgets have been flat to negative ever since the dot-com bust of 2002. For 2013, CIO IT budgets are projected to be slightly down, with a weighted global average decline of 0.5 percent.

Digital technologies dominate CIO technology priorities for 2013. The top 10 global technology priorities revealed by the survey reflect a greater emphasis on externally oriented digital technologies, as opposed to traditional IT/operationally oriented systems.

CIOs see these technologies as disrupting business fundamentally over the next 10 years. When asked which digital technologies would be most disruptive, 70 percent of CIOs cited mobile technologies, followed by big data/analytics at 55 percent, social media at 54 percent and public cloud at 51 percent. The disruptiveness of each of these technologies is real, but CIOs see their greatest disruptive power coming in combination, rather than in isolation.

As needs and opportunities evolve, more CIOs will find themselves leading in areas outside of traditional IT. In addition to their tending role, they are starting to assume responsibility for hunting for digital opportunities and harvesting value. Sixty-seven percent of CIOs surveyed have significant leadership responsibilities outside of IT, with only 33 percent having no other such responsibilities. This situation contrasts sharply with 2008, when almost half of CIOs had no responsibilities outside of IT. Almost a fifth of CIOs now act as their enterprise's chief digital officer (CDO), leading digital commerce and channels. Although this nascent role varies in scope and style, it normally includes championing the digital vision for the business -- that is, ensuring that the business is evolving optimally in the new digital context.
[Full Article]   Jan-27-2013

 

2013 Research: Mobile Customer Service Strategy Results Released

The International Customer Management Institute (ICMI) has released its 2013 research report, A Mobile Customer Service Strategy: The Contact Center, the Agent, and the Challenges of Implementation, including key findings and study results.

The study results were collected from a late 2012 online survey to 422 customer service professionals. Worldwide participants from various industries and all levels of the contact center answered questions pertaining to their Mobile Customer Service Strategy. The research shows that contact centers recognize the importance of providing mobile customer service directly from the device, but that they arenít always sure how to implement. Those contact centers that get involved early in the planning and support of the Mobile Customer Service Strategy will have the best opportunity to provide the desired customer experience.

The argument for mobile customer service is strong, and a solid plan is imperative to a successful implementation. When built correctly, a Mobile Customer Service Strategy will provide lasting benefits to the company, and the contact center. The key benefits that contact center leaders can expect to gain will extend far beyond 2013.

A few key findings from the research study include:

  • Over 43% say their company knows mobile customer service is a priority


  • 68% say it improves their user experience


  • Almost 62% think itís a competitive differentiator


  • 44% are in the planning stages


  • Only 25% report actually having a mobile customer service strategy for 2013

  • [Full Article]   Jan-27-2013

     

    Brands Miss Opportunities Online

    Brands and retailers lose opportunities for sales, referrals and stronger, more loyal customer relationships when online shoppers are left with difficulty getting answers to questions, concludes a national study conducted by The Adcom Group for Virtual Hold Technology. But shoppers say they will promote brands that offer them help, the study shows. Shoppers say their online purchase experience affects their product reviews (78 percent), satisfaction with the product (66 percent) and impression of the retailer (64 percent). A majority would purchase more products from a website that allows them to click or tap to receive an immediate or scheduled callback from a person qualified to answer questions or solve online purchase problems. More than 90 percent say they would be somewhat or much more likely to shop on such a website, and some indicate they would even pay more for products sold there.
    [Full Article]   Jan-27-2013

     

    13 Customer Experience Trends to Watch in 2013

    2012 was a very active year for customer experience management. According to Bruce Temkin of the Temkin Group, 2013 will be an even more robust year as we move deeper into the Era of Customer Experience (CX) Professionalism. Here are 13 CX trends to keep an eye on this year as these efforts gain maturity:


    1. Decline of surveys.
    2. Rise of text analytics.
    3. "Big data" predictive insights.
    4. Anticipatory service.
    5. Experience-infused product development.
    6. Design-based process improvement.
    7. Loyalty-focused contact centers.
    8. Appreciation of employee assets.
    9. Mobile, mobile, mobile.
    10. Software as an Experience.
    11. Resurgence of values.
    12. Rethinking risk-experience trade-offs.
    13. Continuing CX education.
    [Full Article]   Jan-13-2013

     

    Survey: Companies Are Not Communicating Their BYOD Policies to Employees - Yet 68% of Employees are Using Their Personal Devices for Work

    GLOBO, an international provider of mobile, telecom and e-business software products and services, released survey results which found IT departments are not making employees aware of their BYOD policies. In the survey, 68 percent of respondents said they use their personal devices for work, while only 29 percent said that their company actually has a BYOD policy in place. Furthermore, 42 percent of respondents don't know if their company's BYOD policy allows IT to have full access to their personal devices.

    These findings show a significant lack of communication between companies and their employees with respect to BYOD, an issue that must be addressed.

    Other key findings include:

  • 14 percent reported that they don't know if their company currently has a BYOD policy.


  • 91 percent responded that they do not know if their company plans to implement a BYOD policy.


  • If IT clearly stated that they have access to their employee's personal information such as emails and contacts, 93 percent of respondents said that they would not participate in a BYOD program.


  • 69 percent said that they would not consider breaking a company policy in regards to BYOD even if they knew that they would not get caught.


  • People using a personal device for work say that they are using it first and foremost to check emails (62 percent).

  • [Full Article]   Jan-13-2013

     

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