All digital business transformations must begin and end with improving the stakeholder experience in mind. Company stakeholders are employees, customers, partners, and the communities that we serve. Nearly every CIO is actively involved in digital transformation projects, according to MuleSoft's Connectivity Benchmark[1] survey.
Ninety-seven percent of IT decision-makers are tasked with using a combination of new technologies to modernize legacy processes and to identify and implement new business model innovation opportunities. How do these IT leaders scope transformational projects? What are business drivers behind their investment thesis? What are the near-term and long-term business benefits of digital transformation? The research outlines the most timely trends for 2020 and explores their business impact.
The 7 trends experts forecast for 2020 was developed using data from over 850 global IT leaders, 9,000 consumers, and third-party findings. The research identifies case studies of each trend highlighting how CIOs of leading global companies are starting -- or already driving -- these trends.
Here is a summary of the top 7 digital transformation trends shaping 2020:
Connecting the consumer experience
Organizations need to solve for increasing pressure on IT to open up bandwidth for delivering connected, personalized experiences for their consumers-from customers to partners to employees to developers.
The average number of applications used in each organization is 900, making it very difficult for companies to provide a connected experience. Meanwhile, consumers expect consistent journeys across multiple channels including messaging services and mobile service portals. Omni-channel customers spend 10% more online than single-channel customers. A connected experience means removing friction in the customer journey, and being accessible anywhere, anytime. Customers are also expecting highly personalized experiences. Seventy-four percent of consumers think