CIOs Say: The Need for Rapid Innovation Puts Customer Experience at Risk
June 07, 2018

John Van Siclen
Dynatrace

Share this

CIOs of 73% of organizations say the need for speed in digital innovation is putting customer experience at risk, according to an independent global survey of 800 CIOs commissioned by Dynatrace.

The study found that on average, organizations release new software updates three times per working hour, as they push to keep up with competitive pressures and soaring consumer expectation.


Looking ahead, 89% of CIOs said they will need to release updates even faster in the future. However, the speed of releases can come at a cost. Nearly two-thirds (64%) of CIOs admitted they are forced to compromise between faster innovation and the need to ensure customers have a great software experience.

“Every organization on the planet is a software company these days. Market leaders like Amazon are releasing multiple software updates every second. Consequently, the modern approach to delivering software is about agile, fast development cycles and releasing into dynamic, hybrid multi-cloud environments,” said Andreas Grabner, DevOps Activist, Dynatrace. “Yet end users also expect the steady flow of new features and updates to work perfectly, without compromise. The challenge for IT is to deliver fast, while moving to a cloud native architecture and maintaining user experience.”

The new CIO report looks at the pains organizations face as they strive for new heights of agility and speed. Key findings include:

Cloud enables agility but CIOs struggle with:

■ Ensuring software performance isn’t negatively impacted (67%)

■ Identifying if moving an application to the cloud has delivered the desired benefits (57%)

■ Understanding if an application is well-suited to the cloud (55%)

■ Re-architecting legacy applications for the cloud (51%)

■ Ensuring the user-experience isn’t impacted during the migration process (48%)

Lack of collaboration and visibility leads to innovation delays:

■ 78% of CIOs said their organization has experienced IT project delays that could have been prevented if development and operations teams were able to easily collaborate

■ CIOs said digital transformation initiatives were most frequently derailed by:

- IT outages caused by external issues (55%)

- IT outages caused by internal changes (50%)

- Rectifying bad code that has been pushed through the pipeline (45%)

Organizations face challenges as they turn to DevOps to improve collaboration:

■ 68% of organizations have implemented or are exploring the possibilities of a DevOps culture to improve collaboration and drive faster innovation

■ 74% of CIOs said that DevOps efforts are often being undermined by the absence of shared data and tools, which makes it difficult for IT teams to obtain a single view of "the truth"

■ 56% of CIOs identified differences in priorities between departmental siloes as an additional barrier to DevOps adoption

“The challenge for all organizations is to get a holistic view of the DevOps pipeline – from idea to code to experience. As DevOps has matured, enterprises are looking to automate and integrate their software development to release faster, with higher quality, and with less manual effort. It’s exciting to see AI play an even greater role in reducing manual tasks, so we can do what we love – write better software, deploy with speed, and deliver perfect software experiences,” adds Grabner.

About the Survey: This report, commissioned by Dynatrace, is based on a global survey of 800 CIOs in large enterprises with over 1,000 employees, conducted by Vanson Bourne and commissioned by Dynatrace. The sample included 200 respondents in the US, 100 in the UK, France, Germany and China, and 50 in Australia, Singapore, Brazil and Mexico respectively.

John Van Siclen is CEO of Dynatrace
Share this

The Latest

October 19, 2020

The COVID-19 pandemic has compressed six years of modernization projects into 6 months. According to a recent report, IT leaders have accelerated projects aimed at increasing productivity and business agility, improving application performance and end-user experience, and driving additional revenue through existing channels ...

October 15, 2020

There is no doubt that automation has become the key aspect of modern IT management. The end-user computing market is no exception. With a large and complex technology stack and a huge number of applications, EUC specialists need to handle an ever-increasing number of changes at an ever-increasing rate. Many IT organizations are starting to realize that they can no longer control the flow of changes. It is time to think about how to facilitate change ...

October 14, 2020

Starting this September, the lifespan of an SSL/TLS certificate has been limited to 398 days, a reduction from the previous maximum certificate lifetime of 825 days. With this change, everyone needs to more carefully monitor SSL certificate expiration and server characteristics ...

October 13, 2020

Nearly 6 in 10 responding organizations have accelerated their digital transformations due to the COVID-19 pandemic, according to The IBM Institute for Business Value study COVID-19 and the Future of Business ...

October 08, 2020

Two-thirds (67%) of those surveyed expect the sheer quantity of data to grow nearly five times by 2025, according to a new report from Splunk: The Data Age Is Here. Are You Ready? ...

October 07, 2020

Gaming introduced the world to a whole new range of experiences through augmented reality (AR) and virtual reality (VR). And consumers are really catching on. To unlock the potential of these platforms, enterprises must ensure massive amounts of data can be transferred quickly and reliably to ensure an acceptable quality of experience. As such, this means that enterprises will need to turn to a 5G infrastructure powered by an adaptive network ...

October 06, 2020

A distributed, remote workforce is the new business reality. How can businesses keep operations going smoothly and quickly resolve issues when IT staff is in San Jose, employee A is working remotely in Denver at their home and employee B is a salesperson still doing some road traveling? The key is an IT architecture that promotes and supports "self-healing" at the endpoint to take care of issues before they impact employees. The essential element to achieve this is hyper-automation ...

October 05, 2020

In Episode 10, Prem Naraindas, CEO of Katonic.ai, joins the AI+ITOPS Podcast to discuss how emerging technologies can make life better for ITOps ...

October 02, 2020

Sean McDermott on the AI+ITOPS Podcast: "AIOps is really about the processing of vast amounts of data and the ability to move into a more analytical, prescriptive and automated methodology."

October 01, 2020

The cloud has recently proven to be a vital tool for many organizations to deal with the COVID-19 pandemic by enabling employees to work from home. To me, COVID-19 has clearly shown that work doesn't need to happen at the office. It has strengthened our belief that working from home is going to be the norm for many. The move to the cloud introduces many technical challenges ...