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IT leaders have been tasked with keeping systems up to date and managing security concerns. As the past few years have been marked by both economic volatility and rapid technological change, specifically advances in AI, priorities are shifting. Half of IT leaders surveyed say they are being asked to do more with fewer resources. While digital transformation and system integration are a constant, customer and employee experience, AI and data security are at the forefront of IT leaders’ minds.
According to a global survey of 1,200 IT leaders, high competition, rising customer expectations, and new AI tools are all contributing to shifting priorities. We’ve published our research in a report detailing the top three areas IT leaders are prioritizing, along with strategic recommendations on how to navigate these changes to stay ahead.
1. Invest in CX and EX for better business outcomes
IT leaders have long telephone number identifier philippines observed the correlation between good employee experience and good customer experience, and vice versa. High employee satisfaction and retention translates into more positive and consistent customer experiences. Our research shows that the vast majority of IT leaders think both CX and EX are a high priority, with 70 percent reporting a high level of pressure across the organization to make IT decisions that improve customer experience.
To foster a better customer experience, businesses need to invest in tools that are secure, up-to-date and allow for personalization, while ensuring cohesion across their organization. As detailed in the report, many IT leaders feel their current CX vendors could do more to address issues such as data security and privacy, so investing in tools that enable compliance with various privacy frameworks is crucial.
2. Constantly evaluate your data privacy and security strategy
87% of respondents say data privacy and security have become a priority over the past three years. There are several reasons why companies are re-evaluating their data privacy and security strategies, including increased risks of cybersecurity attacks, rising consumer expectations, and increasing data privacy rules and regulations.
Companies must increase their investment in data privacy and security over the long term to build trust among their employees, customers, and tools. Updating data privacy and security measures gives companies a strategic advantage over those that don’t, as it allows them to earn the highest level of customer trust.
3. Take a thoughtful approach to AI investments
While AI is now a mainstay of the industry, a surprising finding in our report is that many IT leaders reflected the notion that they are overwhelmed by the speed of change and how and where to prioritize the application of AI. Despite pressure from investors and customers to leverage AI to save costs, 57% of IT leaders report that there are skills gaps in their organization around emerging IT technologies.
Despite the uncertainty, AI cannot be ignored. Businesses should seek expert input from partners and vendors to fill skills gaps. With many third-party AI tools available, we suggest a thoughtful approach to investing in AI. AI built for customer service should leverage customer data in a secure and compliant manner to help your customers find a solution while increasing agent efficiency.
Read the full report