CIO Research: 86% of Businesses are Failing to See the Strategic Value of Mobility
Mobile Helix, the enterprise application and data security expert, announced the findings of an independent CIO survey of 300 IT decision makers in the UK and US; exploring how enterprises are making use of mobile technology. The research shows that although 78 percent of enterprises have a mobility strategy, 86 percent are failing to utilize mobility to transform their business or open new revenue streams.
87 percent of CIOs believe that a majority of their employees would benefit from increased access to enterprise applications, like CRM, ERP and SharePoint on mobile devices. However, complexity concerns play a role in contributing to the reluctance of CIOs to invest more into mobility: 66 percent of CIOs say that they think that it’s too complex, and 72 percent say it’s too costly to integrate mobile innovations into legacy applications. Development, support and security concerns are also factors in limiting mobile initiatives. Yet, if these issues can be overcome, 70 percent of CIOs stated that there is support from their business to use mobility to drive strategic business value.
Enterprises that fail to see mobility as a tool to transform how they do business and open up new revenue streams are missing out on the enormous potential strategic value of mobility. Only 14 percent of businesses surveyed are currently using mobility solutions to transform business processes, drive increased revenues and develop new income streams. Many CIOs are hesitant to fully explore the potential of mobility innovations as they believe the cost/benefit ratio of implementing them to be prohibitive.
CIOs are most likely to use mobility as an extension of the office today. Less than half of enterprises are adding mobile-specific functionality to add value to specific enterprise applications. In terms of the mobile capabilities that businesses are actually integrating into their existing enterprise applications, secure offline access is the most common, with on-device storage and development tools to push real-time updates to workers. GPS/location-based capabilities are also becoming more popular.
More Firms Allowing Employees To Shop Online While At Work
More employees may be bagging holiday bargains on the job this holiday season, a new survey suggests. Sixteen percent of chief information officers (CIOs) interviewed by staffing firm Robert Half Technology said they give their workers unrestricted access to online shopping sites — up from 10 percent last year. More than half (54 percent) said they allow on-the-job online shopping but monitor activity for excessive use. Less than one-third (29 percent) of CIOs said their firms block access to online shopping sites — down slightly from 33 percent a year ago.
The survey is based on more than 2,300 telephone interviews with CIOs from a random sample of U.S. companies in 23 major metro areas with 100 or more employees. Robert Half Technology is a leading provider of IT professionals on a project and full-time basis.
CIOs were asked, "What is your company's policy regarding employees shopping online while at work?" Their responses:
Allow access but monitor for excessive use
2012 - 55%, 2013 - 54%
Allow unrestricted access
2012 - 10%, 2013 - 16%
Other/ don't know
2012 - 2%, 2013 - 1%
Robert Half Technology offers three tips for employees who might shop online at the office this holiday season:
Understand the policy. Don't assume your company's web policy is unrestrictive just because you haven't gotten official word. Check the company handbook, and ask around. If the policy is not clear, play it safe and use non-work times like your lunch hour to shop.
Don't get 'lost in cyberspace.' With all the deals on Cyber Monday, you may be tempted to spend hours on end scooping up bargains. If your goal is to shop until you drop, take a vacation day.
Limit online 'window shopping.' Conduct product research and price comparisons on your own time so you can make online purchases quickly — and get back to work faster.
Survey: Mobile and Social Technologies Complicate B2B Sales Processes
Avanade, a global business technology solutions and managed services provider, released results from a large-scale global survey on the changing sales process and buying patterns of business and IT decision-makers. Avanade’s latest research shows the “consumerization” movement is shifting the sales process out of the control of the seller as enterprise buyers begin to mimic consumer shopping behaviors. With this shift, the value of the customer experience is now more important than price to business and IT decision-makers.
Customer experience now tops price as the most important factor in a buying decision by an enterprise decision-maker. Notably, business buyers are willing to pay up to 30 percent more for a product or service that offers an improved customer experience.
Businesses no longer have control over information shared about their products or services. Sixty-one percent of business decision-makers report third-party sites and feedback from business partners, industry peers or social channels is more important than conversations with a company’s sales teams when making a purchasing decision.
To help navigate this change, companies are enlisting new people and departments to manage the customer experience. Compared to three years ago, customer service and call centers, IT and marketing are the leading groups now playing a larger role in the customer experience.
Seventy percent of respondents believe technology will primarily replace human interaction with customers in the next 10 years. Anticipating this change, businesses are making new technology investments, changing business processes and redesigning organizational roles. More than 80 percent of companies have changed at least one business process in the past three years to better interact with customers.
This new global study builds on findings from Avanade’s Work Redesigned research conducted in January 2013. Progressive companies are changing business processes to adapt to a new style of work influenced by mobile devices, collaboration tools and social technologies. In this latest survey, Avanade found that businesses are changing processes to embrace the new business buyer and by increasing customer service and support technologies (44 percent), increasing the number of employees interacting with customers (40 percent) and adding automation to the sales process (32 percent).
There are business benefits to making these changes. The research shows that businesses investing in technology to support better customer service and modifying internal roles are seeing positive results. Specifically, the companies making these changes are experiencing increases in customer loyalty (61 percent), revenues (60 percent) and customer base (60 percent).
Avanade surveyed 1,000 C-level executives, business unit leaders and IT decision-makers in 19 countries across more than 12 industries.
New Survey Shows 25% of Call Centers Are Experiencing Data Overload
More than 25 percent of contact centers are experiencing data overload, according to a recent study commissioned by WhitePages, a provider of contact information for people and businesses in the U.S., and conducted by the International Customer Management Institute (ICMI). The A Wow Customer Journey: Actionable Data in Today’s Multichannel Contact Center revealed that a significant percentage of contact center executives claim that too much data is being collected from disparate sources within corporate call centers, and that the data is also inefficiently consolidated once collected. The study reveals overall inefficiencies with today’s contact center data, finding that more than 60 percent of contact centers are unable to deliver customer service information to agents, and more than one-third of agents leave customer satisfaction data off the table altogether.
Findings from the A Wow Customer Journey: Actionable Data in Today’s Multichannel Contact Center include:
Using facts to flourish
The majority of contact centers do report leveraging data to help maximize their customer experience and internal processes. According to the report, data is primarily used for managing overall agent performance (67 percent) and for identifying customer satisfaction survey improvement (48 percent). In a list of the ways companies use data generated by the contact center, the top three were to:
Improve customer experience results (72 percent)
Improve contact center operational efficiency (68 percent)
Contact center agents have their hands on data but aren’t using all of it to their advantage.
While nearly one-half of contact centers (48 percent) collect and use the average satisfaction of a contact, 15 percent only collect the information but then don’t actually implement or use any of the collected information. More than one-third (36 percent) of agents don’t collect data around the satisfaction of a customer at all.
Surprisingly, given the various customer service channels available to consumers today, more than one-half (51 percent) of call centers do not ask for customers’ channel preference. One-third (32 percent) of contact centers report collecting preferred channel preference information from customers.
The data frenemy
While big data has helped some agents at contact centers, others have a different story to report.
More than 60 percent of contact centers cannot provide customer information proactively to an agent.
More than 40 percent of customer contact information is still manually inputted by an agent, rather than being fed through an automated API or web-based system.
Falling down on the basics
Every contact center agent understands the value of the customer’s time and face challenges when it comes to taking too much time to gather basic information.
Nearly one-half (49 percent) of agents report overall productivity and efficiency challenges when they have to ask customers for basic contact information.
One-fourth (25 percent) of agents need to consistently learn new technology or processes to handle their contacts (stated above).