Global Research Survey Results : Leveraging Digital Transformation to Enhance the Customer Experience
As digital technologies dramatically reshape in industry after industry , most organizations are pursuing large-scale changes to capture the benefits of these trends or keep up with competitors . New Relic , in partnership with Vanson Bourne , led a survey of 750 global senior IT leaders at enterprises with 500 to 5,000 employees in the United Kingdom , Australia , France , Germany , and the United States . The study found that enterprises are making progress despite obstacles . IT leaders within these companies are finding that their digital transformations lead to significant challenges , such as increased pressure to prove the business value of said transformations . Interestingly , almost 50 % of the global respondents admit that problems in their software are more likely to be discovered by their customers than by their own teams .
Drivers of digital transformation
From banks to retailers , donut shops to automotive manufacturers , even traditional business-to-business industries such as suppliers of construction materials are transforming the buyer ’ s journey along a digital path . Our survey revealed that , overall , business leadership and the C-suite understand and support digital transformations ( 47 %). Satisfaction levels are increasingly high , with 90.7 % of respondents saying that the results of their transformations either met or exceeded their expectations . These findings are promising and show that executives are willing to embrace new technology ; in fact , on the journey to digital transformation , more than half believe that artificial intelligence ( AI ) and machine learning ( ML ) will make their roles easier . While the general sentiment on AI and ML is still up for debate across various industries , nearly 88 % of our respondents agree that artificial intelligence and machine learning are essential to how they run their digital systems . Additionally , according to nearly 75 % of the business leaders surveyed , migration to the public cloud is at the core of any digital transformation . Almost half of the respondents ( 46 %) agree that cloud migration provides necessary benefits ,
but 54 % believe that cloud computing does not
offer the efficient resource usage it promises . So , many are harnessing the power of the cloud and AI to fuel digital transformations despite implementation obstacles , but they still recognize that those challenges must be addressed .
Ease the burden of digital transformation and customer experience
Global organizations are indeed making significant digital leaps , but undertaking a full-scale digital transformation isn ’ t easy — especially for long-established companies not traditionally associated with software innovation . Our survey found that such organizations all face similar challenges .
Disjointed teams During transformation , not all parts of the organization move at the same speed . When teams and employees are stuck between using legacy systems and new technology , collective progress is held back and interoperability issues arise . Overall , 37 % of global respondents identified disjointed teams as one of their top challenges .