According to Forrester research, 75% of respondents in a survey of global business and technology decision-makers called “improving customer experience” a high or critical business priority. Companies were slow to recover from the economic downturn of 2008-2009. Many have deferred making technology infrastructure investments until now. However, the technology world has changed dramatically since these companies last invested in backend systems. How has the world changed? Here are three key factors:
These factors have resulted in a decline in the primacy of traditional IT as the primary driver for technology investment. As companies renew their budgets today, the focus is more about putting technology in service of customers than investing in the biggest, latest enterprise infrastructure and application suites. The rules of engagement have changed for good.
Remember that state-of-the-art content management system you installed six years ago? It’s totally outdated now. Push technologies, even the very best ones, are passé. Instead, companies are investing to compete effectively in what really is a brave new world.
Forrester analyst John C. McCarthy and colleagues further explore this topic in Technology Spending Is Reaching A Tipping Point: Pressures Mount On CEOs To Increase Spending In Business And Technology Management.
– Mike Davis, Vice President Global Client Experience