IT Talent Gap Is Fueling Tech Investment Decisions
September 15, 2022
Share this

IT talent acquisition challenges are now heavily influencing technology investment decisions, according to new research from Salesforce's MuleSoft.

The 2022 IT Leaders Pulse Report reveals that almost three quarters (73%) of senior IT leaders agree that acquiring IT talent has never been harder, and nearly all (98%) respondents say attracting IT talent influences their organization's technology investment choices.

The report also shows that today's IT leaders are using technology to create more people-centric experiences for their employees and customers. The majority (86%) of senior IT leaders now say the experience an organization provides its employees and customers is as important as its products and services, and four out of five respondents agree that improved customer-facing (86%) and employee (85%) technologies are critical for their organization to compete.

"Shifting economic headwinds are making technology even more fundamental to success across every part of the business, including sales, service, marketing, commerce, and IT," said Matt McLarty, Global Field CTO, MuleSoft. "As IT leaders struggle to fill roles to support this additional demand, the traditional playbook is in question. Today's IT leaders must look instead to broader, company-wide process improvements, through automation, that foster innovation, enhance user experiences, and drive efficient growth."

IT Talent Acquisition Pressures Are Shaping Technology Investment Decisions

Almost nine out of ten (87%) senior IT leaders agree investing in people is hugely important. As a result, the majority of respondents plan to invest in improving IT employees' wellbeing (82%) and upskilling (78%), both of which are ahead of increasing IT headcount (68%), over the next 12 months. The report shows:

The "Great Resignation" has created skills gaps across IT: Nearly all (98%) of senior IT leaders say that the "Great Resignation" has created skills gaps in their organization's IT function, primarily within IT and solutions architecture (60%), and cloud and infrastructure management (45%).

Organizations are embracing automation and self-serve initiatives: Many senior IT leaders are turning to automation and self-serve initiatives to address the growing skills gap. Across industries, 58% of organizations are automating tasks and processes, and 53% are empowering non-technical employees with automation tools to meet their own needs.

Success Depends on Tech-Enabled Experiences

Organizations are realizing the importance of creating positive employee experiences to attract and retain talent after the Great Resignation. This type of exceptional experience is also expected for customer interactions.

Experiences become increasingly important: 86% of senior IT leaders agree that the experience an organization provides is as important as its products and services.

Customer experience is critical: 86% of senior IT leaders agree that improved customer-facing technology is critical for their organization to compete.


Employee experience is critical: 85% of senior IT leaders agree that improved employee technology is critical for their organization to compete.

IT leaders are being measured on user experience: More than half are now evaluated on employee productivity (52%), while many are also measured on cost reduction and optimization (50%), customer experience (48%), and employee experience (46%).

Process Improvements Foster Innovation and Efficiency

While creating experiences is crucial, a people-centric IT and business strategy needs efficient processes to succeed. More than half of IT leaders (54%) think that working processes between IT and business teams could be significantly improved. The report also showed:

Existing IT processes are a bottleneck: Nine out of ten (91%) senior IT leaders say that existing IT processes are hindering productivity. Process challenges are also reported to negatively impact innovation (91%), technology adoption (92%), customer experience (92%), and employee experience (93%).

Process improvements are high on the agenda: Almost half (46%) of senior IT leaders say that making process improvements is a major priority for their organization over the next 12 months.

Fusion teams for process efficiency: A majority of respondents are looking to create fusion teams to improve processes and address process-oriented challenges. Fusion teams are multi-disciplinary teams that blend workers with technology, analytics, or domain expertise and who share responsibility for business and technology outcomes. More than two-thirds (69%) of organizations have created or are in the process of rolling out fusion teams, and 22% plan to do so within the next 12 months.

Notably, of organizations with fusion teams already in place, 63% of senior IT leaders say these teams have been very effective in helping the business meet its goals.

Automation and Low- And No-Code Tools Drive Efficiency and Enhance User Experiences

Empowerment and enablement through technology drives business growth, and organizations are using best-of-breed technologies to create new customer and employee experiences. While this strategy can increase agility, four out of five (81%) senior IT leaders agree that this approach means that their organization struggles with IT complexity. What's more:

Integration headaches remain: The majority of senior IT leaders believe data or system integration projects take too long (66%) and are too expensive (69%). At the same time, more than two-thirds (68%) recognize that a lack of data or system integration creates a disconnected customer experience. Consequently, nearly all (98%) senior IT leaders say that new investments are influenced by a tool's ability to integrate with existing technology.


Companies are embracing low- and no-code tools: Many senior IT leaders are turning to low- and no-code tools to enable business users to build and test new experiences. Almost all organizations (96%) currently use low- and no-code tools and 36% plan to increase their use over the next 12 months.

Automation maturity is growing, but there is room for improvement: Many organizations have implemented automation to enhance customer experiences and product quality. Two-thirds of organizations (67%) have either mostly or fully automated their IT operations, and many have introduced similar levels of automation across other business functions — including customer support (59%), finance (60%), marketing (58%), sales (56%), and HR (55%). However, fully automated processes remain quite low — with an average of 23% of organizations saying they've been able to achieve this across business functions.

"The current economic climate leaves IT leaders no choice – they have to do more with less. The tools are there to empower more users to become digital builders, and help their organizations grow while improving efficiency. By automating processes where feasible, leaders can realize value faster and accelerate innovation," McLarty concluded.

Share this

The Latest

October 03, 2022

IT engineers and executives are responsible for system reliability and availability. The volume of data can make it hard to be proactive and fix issues quickly. With over a decade of experience in the field, I know the importance of IT operations analytics and how it can help identify incidents and enable agile responses ...

September 30, 2022

For businesses with vast and distributed computing infrastructures, one of the main objectives of IT and network operations is to locate the cause of a service condition that is having an impact. The more human resources are put into the task of gathering, processing, and finally visual monitoring the massive volumes of event and log data that serve as the main source of symptomatic indications for emerging crises, the closer the service is to the company's source of revenue ...

September 29, 2022

Our digital economy is intolerant of downtime. But consumers haven't just come to expect always-on digital apps and services. They also expect continuous innovation, new functionality and lightening fast response times. Organizations have taken note, investing heavily in teams and tools that supposedly increase uptime and free resources for innovation. But leaders have not realized this "throw money at the problem" approach to monitoring is burning through resources without much improvement in availability outcomes ...

September 28, 2022

Although 83% of businesses are concerned about a recession in 2023, B2B tech marketers can look forward to growth — 51% of organizations plan to increase IT budgets in 2023 vs. a narrow 6% that plan to reduce their spend, according to the 2023 State of IT report from Spiceworks Ziff Davis ...

September 27, 2022

Users have high expectations around applications — quick loading times, look and feel visually advanced, with feature-rich content, video streaming, and multimedia capabilities — all of these devour network bandwidth. With millions of users accessing applications and mobile apps from multiple devices, most companies today generate seemingly unmanageable volumes of data and traffic on their networks ...

September 26, 2022

In Italy, it is customary to treat wine as part of the meal ... Too often, testing is treated with the same reverence as the post-meal task of loading the dishwasher, when it should be treated like an elegant wine pairing ...

September 23, 2022

In order to properly sort through all monitoring noise and identify true problems, their causes, and to prioritize them for response by the IT team, they have created and built a revolutionary new system using a meta-cognitive model ...

September 22, 2022

As we shift further into a digital-first world, where having a reliable online experience becomes more essential, Site Reliability Engineers remain in-demand among organizations of all sizes ... This diverse set of skills and values can be difficult to interview for. In this blog, we'll get you started with some example questions and processes to find your ideal SRE ...

September 21, 2022

US government agencies are bringing more of their employees back into the office and implementing hybrid work schedules, but federal workers are worried that their agencies' IT architectures aren't built to handle the "new normal." They fear that the reactive, manual methods used by the current systems in dealing with user, IT architecture and application problems will degrade the user experience and negatively affect productivity. In fact, according to a recent survey, many federal employees are concerned that they won't work as effectively back in the office as they did at home ...

September 20, 2022

Users today expect a seamless, uninterrupted experience when interacting with their web and mobile apps. Their expectations have continued to grow in tandem with their appetite for new features and consistent updates. Mobile apps have responded by increasing their release cadence by up to 40%, releasing a new full version of their app every 4-5 days, as determined in this year's SmartBear State of Software Quality | Application Stability Index report ...