التكنولوجيا وأخبارها بوابة الإمارات لتكنولوجيا المعلومات والإتصالات
78% of executives view improving apps as a top business priority
- Research from Forrester and VMware shows applications are key to customer experience
- 48% of organisations admit its been more than a year since they made any improvements to their application portfolios
Global executives recognise the vital importance of
customer experience to business performance,
with 82% directly tying customer experience to revenue
growth. And it is applications, the way businesses deliver
their services and engage their audiences, that are critical:
88% believe customer experience will be improved by
enhancing their application portfolios. As a result, more
than three quarters (78%) of executives consider
improving their applications a top business priority,
according to findings from a recent commissioned study,
conducted by Forrester Consulting on behalf of VMware.
However, despite this recognition, many organisations find
themselves behind the curve. Forty-eight per cent admit it’s
been more than a year since they made any improvements
to their application portfolios, while a third (34%) have
either not started or are unsure whether work has begun.
As a result, 46% of the 600 CIOs and SVPs* studied admit
they are only moderately effective – or worse – at delivering
positive customer experiences.
Multiple challenges are cited by executives as to why
application modernisation has not been prioritised. Funding
was highlighted by 76% of them – as well as the difficulty
of aligning strategy across multiple departments (72%),
and resistance to change from IT teams (70%). These are
exacerbated by IT-specific roadblocks, including too great
of an existing investment in legacy applications, the
difficulty of securing sensitive data and a significant lack of
staff expertise in cloud and edge computing.
Yet the business impact from application improvements are
significant: 40% of executives that have enhanced their
portfolios identify increased revenue generation, while
37% note increased customer satisfaction and 32% the
acquisition of new customers.
“An organisation’s ability to adapt has most certainly been
put to the test in 2020, and those that have found ways to
use new apps to engage customers to maintain, if not
boost, performance have become a differentiator,” says
Rasheed Al Omari, Principal Business Solutions Strategist,
SEMEA VMware. “To move at the speed required, a digital
foundation remains essential; to create, run, manage,
connect and intrinsically protect those apps critical to
adapting to 2020’s seismic business and employee shifts.
The simpler it is to connect these dots, the more effectively
businesses can drive relevant new services and customer
experiences to adapt, survive and even thrive.”
*The Improving Customer Experience and Revenue Starts
With the App Portfolio, a commissioned study conducted by
Forrester Consulting on behalf of VMware, interviewed a
total of 614 respondents, consisting of Chief Information
Officers and Senior Vice Presidents from North America,
EMEA and APAC. Survey respondents were from companies
of over 2,500 employees across financial services,
healthcare, government, telco and retail.
