Industry Research : Gartner Says Customer Engagement Driving APAC Digital Appetite
Forty-seven percent of CIOs operating in the Asia Pacific region have reported the enterprises they represent have shifted business models, or are in the process of changing them, in a bid to increase customer engagement via digital channels, a new report from Gartner has said.
The findings of the 2019 Gartner CIO Agenda survey were revealed during the Gartner Symposium/ITxpo on the Gold Coast. Gartner said of the 3,000 CIO respondents across 89 countries, 671 CIOs hailed from 16 countries within the Asia Pacific region, representing organisations that produce a combined $6.1 trillion in revenue and $73.7 billion in IT spending.
With customer satisfaction as a key priority, Gartner reported that 31 percent of the CIOs surveyed have evolved their digital initiatives to the "scaling" stage, which is up 19 percent from the same time last year.
"This indicates that digital business is maturing throughout the region, from tentative experiments to application at a massive scale," vice president and distinguished analyst at Gartner Andy Rowsell-Jones said.
Sponsor message - content continues below this message
Employee Engagement Awards NOW OPEN!
Enter your center,and compete for this prestigious award to attract new staff and show investors and customers you are #1 in your nation!!
Content continues ….
"The ability to support greater scale is being invested and developed in three key areas: Volume, scope, and agility.
"All areas aim at encouraging consumers to interact with the organisation. Generally speaking, the greater the variety of interactions that are available via digital channels, the more engaged a consumer becomes, and the lower the costs to serve them are."
The survey results indicate that transformation toward digital business is supported by "steady IT budget growth".
According to Gartner, from a global perspective, CIOs are expecting their IT budgets to grow by 2.9 percent in 2019. However, Asia Pacific is the leading region, with an expected 3.5 percent growth.
"CIOs should use their financial resources to make 2019 a transformative year for their businesses," Rowsell-Jones continued. "Stay active in transformation discussions and invest time, money, and human resources to remove any barriers to change. Enterprises that fall behind in digital business now will have to deal with a serious competitive disadvantage in the future."
Gartner said the top five areas that local CIOs will invest new or additional funding in 2019 are: Business intelligence and data analytics, with 42 percent of respondents highlighting this as a focus; 33 percent will be focusing on core system improvements and transformation; artificial intelligence and machine learning is a focus for 33 percent, as well; cybersecurity and information security is high on the 2019 agenda for 32 percent of CIOs; and a focus for 30 percent is digital business initiatives.
Posted by Veronica Silva Cush, news correspondent
Today's Tip of the Day - Look After Your Agents
More Editorial From Gartner
Gartner, Inc. is a research and advisory firm that helps more than 10,000 clients leverage technology to achieve business success. Gartner’s businesses consist of Research, Consulting, Measurement, Events and Executive Programs. Founded in 1979, Gartner has over 3,800 associates, including approximately 1,000 research analysts and consultants, in more than 75 locations worldwide.
Published: Wednesday, November 21, 2018
Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications an...
Five9 is a provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating approximately three billion customer interact...
Maintaining multi-channel customer support via phone, fax, web and email can be a heavy burden for a company to bear. In addition to maintaining a high quality support system that takes advantage of t...
|Bright Pattern Inc|
Bright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers n...