An End User Perspective on Navigating Digital Transformation, Global, 2017

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This in-depth study of 1,934 IT decision makers was designed to measure the current use and future decision making behavior toward information technology (IT) around the globe and across verticals. More than half of the respondents were C-Level executives. IT solutions covered include Enterprise Mobility Management, eCommerce/mCommerce, Unified Communications & Collaboration (UCC), Infrastructure and Data Centers, Big Data and Analytics’ Omnichannel Marketing, Customer Experience Management, Cyber Security, Internet of Things, Enterprise Content and Business Processes Management, Fintech, and API/CPaaS (Application Programming Interface/Communications Platforms as a Service) Strategy.

The study was designed to help organizations:
• Understand the IT-related challenges organizations face today
• Monitor the status of digital transformation including newer solutions such as Artificial Intelligence (AI), Augmented Reality/Virtual Reality (AR/VR), and mCommerce
• Assess the current and future use of business communications technologies
• Evaluate factors that drive investments in communications technologies
• Gauge IT and communications trends
• Appraise available IT budgets
• Measure perceptions by CEO versus CIO
• Discover opportunities in different regions, verticals, and business size

You will find breakouts of data by vertical industries including healthcare, manufacturing, education, government, travel and transportation, retail, finance and banking, energy and utilities, agriculture/mining, and wholesale, distribution and logistics.

Key Takeways:
• Learn what IT solutions are at risk of replacement and why.
• Discover how the benefits of being an early adopter
• Benchmark investment plans with other technologies/verticals.

Regions we covered include North America, Asia Pacific, Europe, and Latin America.

Some of our key findings:
The top challenge for IT departments continues to be dealing with security concerns (32% of respondents). The European region rated improving digital presence higher than other regions. Skills shortage is a bigger issue in Asia Pacific (APAC) and North America (NA) than in other regions.
The top 3 security concerns are the same as last year’s survey—cyber-crime & espionage, malware and cloud services.

About one-third of respondents found reducing operational costs, improving customer experience and improving digital presence as top drivers for IT investment over the next two years.

Banking, insurance and finance (finance) and retail industries are the bigger investors in technologies that improve customer experience. Retailers are also investing in improving sales and marketing effectiveness. Government is spending money on improving collaboration.
Overall, respondents found that cyber security, big data and analytics, and data centers were the most impactful for revenue growth and cost reduction efforts.

The overall research objective of this in-depth study was to measure the current use and future decision making behavior toward information technology (IT) around the globe and across verticals. More than half of the respondents were C-Level executives. The rest were either an IT decision maker or an influencer. IT solutions covered include Enterprise Mobility Management, eCommerce/mCommerce, Unified Communications & Collaboration (UCC), Infrastructure and Data Centers, Big Data and Analytics’ Omnichannel Marketing, Customer Experience Management, Cyber Security, Internet of Things, Enterprise Content and Business Processes Management,  Fintech, and API/CPaaS (Application Programming Interface/Communications Platforms as a Service) Strategy. 

The study was designed to help organizations:
- Understand the IT-related challenges organizations face today
- Monitor the status of digital transformation including newer solutions such as Artificial Intelligence  (AI), Augmented Reality/Virtual Reality (AR/VR), and mCommerce
- Assess the current and future use of business communications technologies
- Evaluate factors that drive investments in communications technologies
Gauge IT and communications trends
- Appraise available IT budgets
- Measure perceptions by CEO versus CIO
- Discover opportunities in different regions, verticals, and business size

You will find breakouts of data by vertical industries including healthcare, manufacturing, education, government, travel and transportation, retail, finance and banking, energy and utilities, agriculture/mining, and wholesale, distribution and logistics.

Key Takeways:
- Learn what IT solutions are at risk of replacement and why. 
- Discover how the benefits of being an early adopter
- Benchmark against other technologies/verticals.

Regions we covered include North America, Asia Pacific, Europe, and Latin America.

This study is an invaluable resource of IT decision makers and IT and Communications suppliers.

Some of our key findings:

  • The top challenge for IT departments continues to be dealing with security concerns (32% of respondents), followed by aligning IT with business strategies and/or lack of clear IT strategy, and systems integration. Interestingly, 23% of respondents selected improving digital presence as a major challenge, one that we did not include in last year’s survey. The European region rated improving digital presence higher than other regions. Skills shortage is a bigger issue in Asia Pacific (APAC) and North America (NA) than in other regions. 
  • The top 3 security concerns are the same as last year’s survey—cyber-crime & espionage, malware and cloud services. APAC stands out from the other regions with its much higher concern around big data and IoT. Understandably, 59% of finance respondents rated cyber-crime & espionage as a top security concern.
  • About one-third of respondents found reducing operational costs, improving customer experience and improving digital presence as top drivers for IT investment over the next two years. 
  • Banking, insurance and finance (finance) and retail industries are the bigger investors in technologies that improve customer experience. Retailers are also investing in improving sales and marketing effectiveness. Government is spending money on improving collaboration more so than other industries. The Wholesale, distribution and logistics (wholesale) industries are interested in expanding to new markets and new regions. The energy and utilities (energy) industry is more interested than others in attracting and retaining its workforce.

  • Overall, respondents found that cyber security, big data and analytics, and data centers were the most impactful for revenue growth and cost reduction efforts. Customer experience management came in fourth for revenue growth and enterprise content and business processes management came in fourth place for cost reduction efforts.

  • Interesting highlights from plans for investments by specific verticals include high investments by retail in ecommerce/mcommerce, travel in customer experience management, and government in UCC, enterprise content and business processes management, and API Strategy (after security, of course).

  • Microsoft Skype for Business is disrupting the industry as it quickly gains traction and offers an alternative to traditional enterprise communications solutions.

  • •The greatest percent of budget increases will occur in the government, education and healthcare industries. 

Table of Contents

1. Research Objectives and Methods
Research Objectives
Survey Methodology
Navigating Digital Transformation—Respondent IT Decision Maker Profile, Global, 2017
Navigating Digital Transformation—Respondents by Industry Sector, Global, 2017
Navigating Digital Transformation—Respondents by Industry Sector, Further Breakdowns, Global, 2017
Navigating Digital Transformation—Respondent's Job Titles, Global, 2017
2. Summary of Key Findings
Challenges Faced by IT Departments
IT Investment Drivers
Plans for Investment—By Region, Vertical, Business Size, Job Title and Technology
Internet of Things Usage & Trends
Cloud Communications Usage and Trends
Mobile & Wireless Usage & Trends
Communications and Collaboration in the Workplace Usage & Trends
Plans for Investments
Digital Transformation—Readiness, Replacements
3. Perceptions of IT Solutions—Challenges, Investment Drivers, IT’s Impact on Revenues and Cost Reduction Efforts, and Security Concerns
Navigating Digital Transformation—IT & Communications Investments Today, Global, 2017
Navigating Digital Transformation—Top Challenges for IT, Global, 2017
Navigating Digital Transformation—Top Challenges for IT by Region, Global, 2017
Navigating Digital Transformation—Top Challenges for IT by CEO Vs. CIO, Global, 2017
Navigating Digital Transformation—Top Challenges for IT by Sector, Global, 2017
Navigating Digital Transformation—Top IT Challenges by Business Size, Global, 2017
Navigating Digital Transformation—Top Drivers for IT Investment Over Next 2 Years, Global, 2017 to 2019
Navigating Digital Transformation—Top Drivers for IT Investment by Region Over Next 2 Years, Global, 2017 to 2019
Navigating Digital Transformation—Top Drivers for IT Investment by Job Title Over Next 2 Years, Global, 2017 to 2019
Navigating Digital Transformation—Top IT Drivers by Sector, Global, 2017 to 2019
Navigating Digital Transformation—Top IT Drivers by Business Size, Global, 2017 to 2019
Navigating Digital Transformation—Technologies that Have the Most Impact on Revenue Growth, Global, 2017
Navigating Digital Transformation—Technologies that Have the Most Impact on Revenue Growth by Region, Global, 2017
Navigating Digital Transformation—Technologies that Have the Most Impact on Revenue Growth by Sector, Global, 2017
Navigating Digital Transformation—Technologies that Have the Most Impact on Revenue Growth, Global by Business Size, 2017
Navigating Digital Transformation—Technologies that Have the Most Impact on Revenue Growth by CEO Vs. CIO, Global, 2017
Navigating Digital Transformation—Top Technologies to Impact Cost Reduction Efforts, Global, 2017
Navigating Digital Transformation—Top Technologies to Impact Cost Reduction Efforts by Region, Global, 2017
Navigating Digital Transformation—Top Technologies to Impact Cost Reduction Efforts by Sector, Global, 2017
Navigating Digital Transformation—Top Technologies to Impact Cost Reduction Efforts by Business Size, Global, 2017
Navigating Digital Transformation—Top Technologies to Impact Cost Reduction Efforts by CIO Vs. CEO, Global, 2017
Navigating Digital Transformation—Top Security Concerns Regarding IT, Global, 2017
Navigating Digital Transformation—Top Security Concerns Regarding IT by Region, Global, 2017
Navigating Digital Transformation—Top Security Concerns Regarding IT by Sector, Global, 2017
Navigating Digital Transformation—Top Security Concerns Regarding IT by Business Size, Global, 2017
Navigating Digital Transformation—Top Security Concerns Regarding IT by CEO Vs. CIO, Global, 2017
4. Internet of Things Usage & Trends
Navigating Digital Transformation—Stage of Evaluating or Deploying IoT Solutions, Global, 2017
Navigating Digital Transformation—Top Concerns with IoT, Global, 2017
Navigating Digital Transformation—Drivers of IoT/M2M Investments, Global, 2017
Navigating Digital Transformation—Benefits Seen With IoT Investments, Global, 2017
5. Cloud Communications Usage & Trends
Navigating Digital Transformation—Cloud Communications Usage by Sector, Global, 2017
Navigating Digital Transformation—Top Decision Making Factors When Selecting a Cloud Provider, Global, 2017
Navigating Digital Transformation—Top Decision Making Factors When Selecting a Cloud Provider by Region, Global by Business Size, 2017
Navigating Digital Transformation—Top Decision Making Factors When Selecting a Cloud Provider by Sector, Global, 2017
Navigating Digital Transformation—Cloud Deployment by IT Solution, Global, 2017
Navigating Digital Transformation—Benefits of Using the Cloud for IT & Communications Solutions, Global, 2017
Navigating Digital Transformation—Top Risks of Using the Cloud for IT & Communications Solutions, Global, 2017
6. Mobile & Wireless Usage & Trends
Navigating Digital Transformation—Percent of Employees that use Mobile Devices to Perform their Job Functions, Global, 2017
Navigating Digital Transformation—Percent of Employees that use Mobile Devices to Perform their Job Functions by Sector, Global, 2017
Navigating Digital Transformation—Percent of Employees that use Mobile Devices to Perform their Job Functions, Global, 2017
Navigating Digital Transformation—Types of Wearable Devices Used For Job Functions, Global, 2017
Navigating Digital Transformation—BYOD Usage, Global, 2017
Navigating Digital Transformation—BYOD Trends, Global, 2017 to 2019
Navigating Digital Transformation—BYOD Trends by Sector, Global, 2017
Navigating Digital Transformation—Mobile Operating Systems Supported by Organizations, Global, 2017
Navigating Digital Transformation—Mobile Operating Systems Supported by Organizations by Sector, Global, 2017
Navigating Digital Transformation—BYOD Policy Enforcement, Global, 2017
7. Workplace Communications & Collaboration Technologies Usage & Trends
Navigating Digital Transformation—Investment Plans for Workplace Communications & Collaboration Solutions, Global, 2017
Navigating Digital Transformation—Communications Infrastructure Trends, Global, 2017
Navigating Digital Transformation—Plans to Use Microsoft Skype for Business, Global, 2017
Navigating Digital Transformation—Top 3 Benefits of Social Media in the Workplace, Global, 2017
Navigating Digital Transformation—Top Benefits of Social Media by Sector, Global, 2017
8. Digital Transformation—Readiness, Critical Investments and Technology & Vendor Replacement Plans
Navigating Digital Transformation—Digital Transformation Readiness, Global, 2017
Navigating Digital Transformation—Digital Transformation Readiness by Region, Global, 2017
Navigating Digital Transformation—Digital Transformation Readiness by Business Size, Global, 2017
Navigating Digital Transformation—Businesses Achieving Revenue Growth of over 50% by Stage of Digital Transformation Readiness, Global, 2017
Navigating Digital Transformation—Plans to Increase IT Budgets by Stage of Digital Transformation Readiness, Global, 2018
Navigating Digital Transformation—Digital Transformation Readiness by Sector, Global, 2017
Navigating Digital Transformation—Critical Investments for Digital Transformation Over next Five Years, Top 2 Box Scores, Global, 2017
Navigating Digital Transformation—Critical Investments for Digital Transformation Over next Five Years by Region, Top 2 Box Scores, Global, 2017
Navigating Digital Transformation—Critical Investments for Digital Transformation Over next Five Years by Sector, Top 2 Box Scores, Global, 2017
Navigating Digital Transformation—Plans to Replace Current IT and Communications Provider, Global, 2017
Navigating of Digital Transformation—IT Solutions at Risk for Replacement, Global, 2017
Navigating Digital Transformation—Top Reasons for Replacing IT and Communications Solutions Provider, Global, 2017
9. Digital Transformation—IT Budgets & Plans for Investments
Navigating Digital Transformation—Annual Revenues, Global, 2017
Navigating Digital Transformation—Company's Revenue Growth, Global, 2017
Navigating Digital Transformation—Net Profit Margins, Global, 2017
Navigating Digital Transformation—Budget Change Expectations, Global, 2018
Navigating Digital Transformation—Top Priorities for Investment, Global, 2018
Navigating Digital Transformation—Expected IT Budget Increases by Industry Sector, Global, 2018
Navigating Digital Transformation—Plans for Investment Over Next Two Years, Global, 2017 to 2019
Navigating Digital Transformation—Plans for Investment Over Next Two Years by Region, Global, 2017 to 2019
Navigating Digital Transformation—Plans for Investment Over Next Two Years by Sector, Global, 2017 to 2019
Navigating Digital Transformation—Plans for Investment Over Next Two Years by Business Size, Global, 2017 to 2019
Navigating Digital Transformation—Percent of Respondents that Plan to Increase Investment in Enterprise Mobility Management by Region, Global, 2017 to 2019
Navigating Digital Transformation—Percent of Respondents that Plan to Increase Investment in Enterprise Mobility Management by Sector, Global, 2017 to 2019
Navigating Digital Transformation—Percent of Respondents that Plan to Increase Investment in eCommerce/mCommerce by Region, Global, 2017 to 2019
Navigating Digital Transformation—Percent of Respondents that Plan to Increase Investment in eCommerce/mCommerce by Sector, Global, 2017 to 2019
Navigating Digital Transformation—Percent of Respondents that Plan to Increase Investment in Unified Communications & Collaboration by Region, Global, 2017 to 2019
Navigating Digital Transformation—Percent of Respondents that Plan to Increase Investment in Unified Communications & Collaboration by Sector, Global, 2017 to 2019
Navigating Digital Transformation—Percent of Respondents that Plan to Increase Investment in Data Centers by Region, Global, 2017 to 2019
Navigating Digital Transformation—Percent of Respondents that Plan to Increase Investment in Data Centers by Sector, Global, 2017 to 2019
Navigating Digital Transformation—Percent of Respondents that Plan to Increase Investment in Big Data & Analytics by Region, Global, 2017 to 2019
Navigating Digital Transformation—Percent of Respondents that Plan to Increase Investment in Big Data & Analytics by Sector, Global, 2017 to 2019
Navigating Digital Transformation—Percent of Respondents that Plan to Increase Investment in Omnichannel Marketing by Region, Global, 2017 to 2019
Navigating Digital Transformation—Percent of Respondents that Plan to Increase Investment in Omnichannel Marketing by Sector, Global, 2017 to 2019
Navigating Digital Transformation—Percent of Respondents that Plan to Increase Investment in Customer Experience Management by Region, Global, 2017 to 2019
Navigating Digital Transformation—Percent of Respondents that Plan to Increase Investment in Customer Experience Management by Sector, Global, 2017 to 2019
Navigating Digital Transformation—Percent of Respondents that Plan to Increase Investment in Cyber Security Management by Region, Global, 2017 to 2019
Navigating Digital Transformation—Percent of Respondents that Plan to Increase Investment in Cyber Security Management by Sector, Global, 2017 to 2019
Navigating Digital Transformation—Percent of Respondents that Plan to Increase Investment in IoT by Region, Global, 2017 to 2019
Navigating Digital Transformation—Percent of Respondents that Plan to Increase Investment in IoT by Sector, Global, 2017 to 2019
Navigating Digital Transformation—Percent of Respondents that Plan to Increase Investment in Enterprise Content & Business Processes Management by Region, Global, 2017 to 2019
Navigating Digital Transformation—Percent of Respondents that Plan to Increase Investment in Enterprise Content & Business Processes Management by Sector, Global, 2017 to 2019
Navigating of Digital Transformation—Percent of Respondents that Plan to Increase Investment in Fintech by Region, Global, 2017 to 2019
Navigating Digital Transformation—Percent of Respondents that Plan to Increase Investment in Fintech by Sector, Global, 2017 to 2019
Navigating Digital Transformation—Percent of Respondents that Plan to Increase Investment in API Strategy by Region, Global, 2017 to 2019
Navigating Digital Transformation—Percent of Respondents that Plan to Increase Investment in API Strategy by Sector, Global, 2017 to 2019
10. Digital Transformation—Strategic Imperatives
Strategic Imperatives for Success and Growth
11. The Last Word
The Last Word—Three Big Predictions
Legal Disclaimer
12. The Frost & Sullivan Story




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Release Date : 09-Feb-17

Region : North America

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