The role of the CIO is evolving with an increased focus on unlocking customer connections through service innovation, according to the 2021 Global CIO Survey from Logicalis.
The study, which questions 1000 CIOs from around the world, reveals the shift in the role of the CIO with the majority of CIO respondents stating innovation, operational efficiency, and customer experience as their top priorities.
Over the last 12 months, there has been a notable shift in the defining aspects of the CIO role, with most respondents noting a significant increase in the time they now spend on innovation (79%), strategic planning (77%) and productivity (62%). This is a stark contrast to previous years, where the majority of CIOs reported a lack of time to spend on both innovation and strategic planning.
CIOs are now tasked with revolutionizing business infrastructures to tackle the modern world and increasingly digitally based interactions. Customers now expect to engage with businesses digitally as standard, and as a result companies need to innovate to redefine and elevate their customer interactions to stand out from the competition.
Over the last year, 73% of CIOs state the importance of customer experience has increased and this isn't slowing down any time soon.
Additionally, 4 in 5 (81%) respondents believe that their focus on redefining the customer experience will grow over the next 5 years.
CIOs should innovate to build agile and adaptable infrastructures which unearth hidden insights in the digital customer journey to empower closer customer connections. As IT leaders, they have the technical expertise to interpret customer engagement data and unearth hidden insights to improve the customer experience, optimize operations and achieve their business objectives.
Toby Alcock, CTO of Logicalis says: "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 organization. To deliver the digital experience, businesses should overhaul their infrastructure and leverage evolving technologies to interrogate the end-to-end digital customer journey. By being in closer proximity to customers, CIOs can ensure they can keep up with the needs and demands of the modern customer."
The Latest
APMdigest and leading IT research firm Enterprise Management Associates (EMA) are partnering to bring you the EMA-APMdigest Podcast, a new podcast focused on the latest technologies impacting IT Operations. In Episode 2 - Part 2 Pete Goldin, Editor and Publisher of APMdigest, discusses Network Observability with Shamus McGillicuddy, Vice President of Research, Network Infrastructure and Operations, at EMA ...
Most organizations suffer from some form of alert noise. Alert noise is only going to increase as organizations support cloud-native applications spanning multiple public and private clouds, including ephemeral deployments and more. It's not going to get easier for organizations to understand the signal from all those alerts being sent. So what can be done about it? ...
This blog presents the case for a radical new approach to basic information technology (IT) education. This conclusion is based on a study of courses and other forms of IT education which purport to cover IT "fundamentals" ...
To achieve maximum availability, IT leaders must employ domain-agnostic solutions that identify and escalate issues across all telemetry points. These technologies, which we refer to as Artificial Intelligence for IT Operations, create convergence — in other words, they provide IT and DevOps teams with the full picture of event management and downtime ...
APMdigest and leading IT research firm Enterprise Management Associates (EMA) are partnering to bring you the EMA-APMdigest Podcast, a new podcast focused on the latest technologies impacting IT Operations. In Episode 2 - Part 1 Pete Goldin, Editor and Publisher of APMdigest, discusses Network Observability with Shamus McGillicuddy, Vice President of Research, Network Infrastructure and Operations, at EMA ...
CIOs have stepped into the role of digital leader and strategic advisor, according to the 2023 Global CIO Survey from Logicalis ...
Synthetic monitoring is crucial to deploy code with confidence as catching bugs with E2E tests on staging is becoming increasingly difficult. It isn't trivial to provide realistic staging systems, especially because today's apps are intertwined with many third-party APIs ...
Recent EMA field research found that ServiceOps is either an active effort or a formal initiative in 78% of the organizations represented by a global panel of 400+ IT leaders. It is relatively early but gaining momentum across industries and organizations of all sizes globally ...
Managing availability and performance within SAP environments has long been a challenge for IT teams. But as IT environments grow more complex and dynamic, and the speed of innovation in almost every industry continues to accelerate, this situation is becoming a whole lot worse ...
Harnessing the power of network-derived intelligence and insights is critical in detecting today's increasingly sophisticated security threats across hybrid and multi-cloud infrastructure, according to a new research study from IDC ...