Global, Sep 28, 2021
Strong customer relationships have become a critical business priority according to the results of the first report in a four-part series following the eighth annual Logicalis Global CIO Survey. The pandemic has emphasised the importance of digital transformation, particularly creating online experiences for customers as sophisticated as in-person. For CIOs, this has meant rethinking their business strategies. Continuing to shift from day-to-day management, CIOs prioritise innovation, business adaptability, and customer experience more than anything else.
The CIO Survey also finds that 81% of CIOs agree that redefining the customer experience will become more relevant in the next five years. Before the pandemic, only half of CIOs surveyed said they were increasing their time spent on innovation. Now, this has increased to 79%, as CIOs are committed to developing innovative solutions that meet the needs of their customers.
These findings reflect the astronomical impact of the pandemic on digital transformation and increased customer experience. According to PwC's Global Digital Pulse survey, more than 50% of global consumers have become digital in the last year. These findings are corroborated in a similar Gartner report, which reveal that 80% of all B2B sales interactions now take place online.
As a result, neglecting the digital space is no longer an option. Digital transformation is a necessity for continued business development and growth. Indeed, 98% of all CIOs surveyed said that the pandemic had accelerated their digital transformation plans. The recent shift in customer experience means CIOs must work with infrastructure to create data-driven customer engagements.
Hence, prioritising the customer is a necessity for the CIO to continue to grow.
"Digital experience has become one of, if not the most, important way to reach, connect and communicate with customers in the new digital age. The ability to provide an optimal digital experience will determine the future of an organisation. To deliver the digital experience, businesses should overhaul their infrastructure and leverage evolving technologies to interrogate the end-to-end digital customer journey,"
explains Toby Alcock, CTO, Logicalis.
As a result of recent industry changes, CIOs are moving away from day-to-day management and toward becoming strategic business leaders. The 2021 Logicalis CIO survey finds that 77% of CIOs invest more in strategic planning to create technologies to help their businesses engage with their customers. Rather than avoiding their customers, CIOs are actively working with their customer base to determine how to develop platforms that mitigate their concerns.
Additional key findings from the CIO Survey include:
- 74% of CIOs connected the impact of COVID-19 to the importance of digital transformation
- Customer service was the third most targeted area in digital transformation projects, with 45% reporting accelerated efforts in this area
- 73% of respondents reported that the pandemic made customer experience more important
So, how well do you really know your customers? Because to succeed in this new digital age, CIOs must be customer obsessed. To ensure success, CIOs can leverage external experts to help drive more efficient customer engagements. A third of survey respondents already see pandemic-driven changes in customer requirements as drivers for sourcing outside help.
To find out more about how this increasing priority on customer experience is reflected in the solutions CIOs develop, business strategies they employ, and technologies they utilise, alongside how an external expert can help, download the first part of the global survey here.
Alternatively, take a look at our latest CIO Report from 2023: The meteoric rise of the CIO
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Discover how cloud technology and infrastructure advancements enable businesses to unlock the true value of Big Data analysis. Learn how flexible infrastructure and scalable services support variable workloads.
Global , Mar 30, 2021
Run VMware on Azure? Yep, you read it right!
Azure VMware Solution shouldn’t be overlooked as a valid step on a cloud journey. It enables migration to the cloud at an infrastructure level, without disrupting application or operations teams.
Global , Mar 26, 2021
How the pandemic uncovered the need for global solutions with local execution
Successful digital transformation requires the integration of technology into all areas of a business. The aim is to fundamentally change how an organisation operates and delivers for its customers.
Australia , Mar 22, 2021
Taking a holistic approach to security for success
Protect your organisation from sophisticated cyber attacks. Discover the importance of secure managed services and overcoming integration issues in the security market.
Global , Mar 19, 2021
Transforming business models to focus on agility
Achieve true business technology needs with a strategic multinational technology partner. Scale solutions at pace and gain global foresight and overview for your enterprise digital transformation journey
Global , Mar 16, 2021
Logicalis South Africa builds a digital future in local school
Learn how Logicalis South Africa supports education and empowers future Architects of Change through its CSR strategy and initiatives. Find out more about their commitment to the BBBEE Act and investments in education.
Global , Mar 8, 2021
International Women's Day 2021
Our teams around the world are committed to supporting gender equality and challenging gender bias and inequality. To celebrate International Women’s Day 2021, we spoke to a couple of women in leadership from across Logicalis.
Global , Feb 18, 2021
Cloud: Everything to play for, no time to lose
Discover why 83% of global CIOs anticipate increased demand for cloud technology. Gain valuable insights on the impetus for change and the growing enthusiasm for digital transformation.
Global , Feb 15, 2021
How to unlock resources with managed services
Outsourcing the management of IT is a proven way to increase services levels, and in many cases decrease costs, but only if it’s done right. Identifying the right managed services partner is crucial, as well as assessing their services, policies and way they conduct business.
Global , Feb 9, 2021
Supporting local communities across Germany
Discover how Logicalis Germany's local CSR programme is bringing technology, resources, and people together to support community-based initiatives in every region. Learn how our engagement with various charities and initiatives is making a real impact.
Global , Jan 29, 2021
Building a better world for a brighter future
Discover how our initiatives are improving diversity in the tech industry, supporting disadvantaged youth, and empowering adults transitioning into tech careers. Read about how we're making a grassroots impact
Global , Jan 18, 2021
Unlocking the power of Big Data
Intelligent platforms, evolving technology and digital transformation have increased the potential value of data exponentially. However, to extract the greatest value from the raw material that sits beneath the surface, you need to mine, refine and distribute it effectively, whilst keeping it secure.
Global , Jan 12, 2021
Protect your business’ most important asset – its employees
Remote working is here to stay, and employees have learnt how to stay productive and proactive. However, the sudden transition to working from home has not been an easy one.
Global , Sep 16, 2020
Solidarity and technology in difficult times
In this article, Rodrigo focusses on the positives from the COVID-19 pandemic and takes pride in the professionalism and dedication of the various teams within Logicalis.
Global , Sep 16, 2019
Latin America: development, productivity, technology and education
Despite its geographical size and abundance of natural resources, Latin America, is an economically small region yet its GDP corresponds to approximately 7% of the world total, a proportion that has remained relatively stable since the 1970s.
Global , Aug 31, 2017
What is IBM Watson and what can it do?
Discover how IBM Watson, an AI platform for business, combines advanced analytics to provide the ultimate cognitive supercomputer available as a SaaS and APIs for developers.