The customer experience landscape will be unrecognisable in five years' time. CMOs need an agile IT infrastructure that can scale to ever-increasing customer demands, augment experiences and, above all, ensure the business maintains a competitive edge.
58% of businesses believe their core systems are difficult to update and are an obstacle to success
68% of businesses say improved data management will improve customer experience
66% of businesses cite AI as being key to better targeting customers
CMOs are struggling to meet the ever-increasing demands of their customers. Data volumes are outpacing the capabilities of their in-house systems and tools, while time and money is being wasted on maintaining legacy systems.
CMOs require an agile infrastructure that can help them meet customer demands. The winners of the digital economy will realize the role of IT in helping them build and improve customer relationships.
AI and machine learning are critical to capturing real-time insights and providing responsive customer experiences. CMOs must demand an IT infrastructure that supports and encourages the use of these tools.
Making sense of data through an intelligent IT infrastructure will enhance CMOs' ability to shape positive business outcomes and drive new revenue opportunities.
SaaS and cloud applications enable CMOs to make continual improvements and quickly embrace the latest technologies. They must adopt a startup-like mentality of rapid prototyping and testing of new ideas and features to keep pace with customer needs.
CMOs must keep pace with customer expectations. This is only possible by making the most of the cloud and maximizing the potential of customer-facing technologies. Our HEROES framework helps businesses systematically move towards an agile IT infrastructure that enables the new way of work.
The Future of IT Infrastructure report advises on how to shape transformation and enhance partnerships between IT and business in preparation for the new machine age.
A company's technology backbone must give it the ability and agility to immediately adapt to change, or better yet set the pace for the future of business.
The Future of IT Infrastructure report, authored by Cognizant's Centre of the Future of Work, offers insights into the changes leaders are making in their organisations and offers a framework to systematically help businesses move towards a new way of IT work.
Please fill out the form to download the report.