Top trends and priorities focus on customer experience, protected operations and IT modernization
We met with 63 business services executives to understand their top priorities and how they prepare for and adapt to key trends shaping their organizations. Executives cite technology and digital acceleration as the most impactful macro trend, while cybersecurity emerges as the top industry trend. The top business priority of improving the customer experience is tied closely to the top IT priority of IT modernization.
Technology acceleration and climate change are shaping strategies
69% and 49% of executives cite the high impact of these macro trends, respectively.
Macroeconomic environment impacts costs and margins
Executives cite reducing costs and optimizing prices as the top 2 ways to adapt and thrive
Cybersecurity and automation are top of mind
Securing the organization is the #1 industry trend, while automation enters the top 3
Customer experience is key to driving revenue growth
Customer experience is the #1 business priority
Business agility requires modernizing IT
IT modernization is the #1 IT priority, yet only 8% are fully operational with it
When comparing insights from the 44% who are operational or producing results from digital strategies (digital adopters) to those building or launching digital strategies (digital aspirants), common attributes emerge.
Digital adopters in business services are accelerating digitization, IT modernization and automation, and closely aligning business and IT operations—all with a focus on improving the customer experience.
Feel digitization has a
high impact on their
business models
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Digital adopters 71% |
Digital aspirants 45% |
Are in the “done” or “in progress” stages for enhanced automation implementation
|
Digital adopters 60% |
Digital aspirants 14% |
Have highly aligned business and IT operations to support strategy execution
|
Digital adopters 54% |
Digital aspirants 35% |
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1
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Modernize IT platforms |
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2
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Automate and digitize processes |
|
3
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Implement a master data management strategy |
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4
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Use managed IT services |
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5
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Accelerate digital transformation |
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At CGI, we help business services organizations deliver on their brand promise through the best data-driven customer experiences. |
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Meet with our experts about these insights. |