Accelerating modernization to meet customer demands
Consumer and business services executives cite technology and digital acceleration as their most important macro trend this year as they strive to improve the customer experience by accelerating IT modernization. Changing social demographics, including a challenging IT talent shortage, comes in second, with executives focused on finding new ways of attracting the right IT talent to transform their businesses. With increasing pressure to become more sustainable, executives cite climate change as their third most important macro trend.
Improving the customer experience is the top business and IT priority. To achieve this, executives are focused on becoming digital organizations and investing in IT modernization. Optimizing operations also is important to executives. Cybersecurity becomes increasingly impactful to their businesses as they become more digital.
View key findings from our conversations with consumer and business services executives in 2022 below, or download the report.
For more insights on macro trends, including social demographics, climate change, deglobalization, technology acceleration and supply chain reconfiguration, read our summary.