Claranet research report 2018

Issue link: https://insight.claranet.co.uk/i/1160657

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Page 39 of 42

Claranet research report 2018 79 As covered earlier, many teams find themselves preoccupied with fixing and maintaining systems or hardware. However, in our survey Digital Leaders were significantly more likely to say their organisations have mastered control of their IT infrastructure, giving teams more time to focus on innovation projects. When asked the same question, respondents at businesses that are still moving towards digital maturity said they spend up to twice as long fighting fires, making it even harder to catch up with the industry leaders. Digital disruption and the pace of change means businesses cannot afford to stand still anymore. When asked for an honest assessment of how well their business is keeping pace with the competition, 77% of Digital Leaders believe they are keeping pace with, or outstripping their competitors. It would appear that the redesign of IT infrastructure and increased use of external IT partners are just two factors that allows Digital Leaders to establish an advantage over their slower competitors. Decision made about where to host applications and data also emerge as a key differentiator. According to our survey results this year, Digital Leaders have moved large sections of their application estate into the cloud, providing a scalable infrastructure on which to build and innovate. Businesses just starting the journey are not only behind when it comes to cloud adoption, they also fail to use many of the applications that their fast-moving competitors rely on. To achieve meaningful business improvements, the accepted view is that all businesses will need to increase their cloud adoption in the future, and re-evaluate the applications they use. With migration to the cloud a new discipline for many of these businesses, interest in working with a managed IT service partner is gaining traction. The ability to deliver reliable 24/7 access to seamless, multi-channel experiences is now a real source of competitive advantage. When asked to assess the challenges faced when improving customers' digital experience, nearly half of all Digital Leaders report no problems at all. This compares to views further down the digital maturity scale where our survey respondents said they are distracted by the need to resolve issues like application reliability, consistency, and extracting value from their data. This is a significant area for businesses to gain additional competitive advantage. It is clear that businesses with a solid infrastructure and application stack in place - helping them to avoid many of the challenges that would otherwise prevent them from improving the digital user experience - are likely to be in a position of strength for future success. Time spent on innovation v unplanned work Operational stagnation Moving applications and data into the cloud Digital user experience improvements Internal issues resolved We can draw valuable insights from the data we collect Our customer facing applications are reliable The pace of change is not a challenge for us We deliver a consistent customer experience We have achieved the right balance between digital and human interaction with our customers The data we hold means we understand customer behaviour and preferences We strike the right balance between security and innovation We have the processes in place to monitor system performance We understand how to work with the right partner 85% 87% 92% 81% 86% 86% 82% 94% 55% Overcoming customer experience challenges The mind of a leader

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