CGI Client Global Insights

Industry trends

• 2019 top trends by impact
• 2018 top trends by impact

Becoming digital to meet customer expectations remains the highest-impact trend Meeting the expectations of customers and citizens for digital services remains the top industry trend this year in terms of its impact on client organizations across industries—as in 2018. However, other trend rankings have shifted in terms of their impact. Most notably, client executives cite IT modernization and integration as second most impactful, significantly more than in 2018.

Becoming digital and cybersecurity were highest-impact trends. In 2018, becoming digital to meet customer expectations and cybersecurity or other security risk were the first and second top trends, respectively. Following at third was cost or budget pressures, with responding to regulatory requirements and applying analytics rounding out the top five trends for the year

Business priorities

• 2019 top priorities by importance
• 2018 top priorities by importance

Customer’s digital needs continue as the top priority, while IT modernization emerges We see some consistency in the most important business priorities for client executives globally, year-over-year, with becoming digital to meet customer expectations, agile models, and operational improvements continuing as the most important priorities.

Becoming digital and agile business or IT models were top of mind In 2018, the top business priority based on importance was becoming digital to meet customer expectations, followed by agile business or IT models and operational or business improvement. Cybersecurity and other security risk and applying analytics rounded out the top five business priorities for the year.

IT priorities

• 2019 top priorities by importance
• 2018 top priorities by importance

IT modernization remains top of mind, while agile surpasses cybersecurity as a priority Similar to the pattern for business priorities this year, executives’ three most important priorities are consistent with 2018: IT modernization, becoming digital to meet customer expectations and growing use or experimentation with digital technologies.

IT modernization and becoming digital were top IT priorities. In 2018, the top IT priority based on importance was IT modernization, followed by becoming digital to meet customer expectations and growing use or experimentation with digital technologies. Cybersecurity and other security risk and IT governance and management rounded out the top five IT priorities for the year.

Digital transformation is a journey that takes time. While 96% of executives cite having a digital strategy in place at some level, only 10% are producing results at the enterprise level.

*Includes enterprise strategy and enterprise strategy extending to external ecosystem

Benchmarking

For the second year, business and IT executives interviewed ranked their satisfaction with their own IT organizations based on the 10 key attributes of a world-class IT organization, providing a comparative view of business and IT satisfaction both within and across industries.

Innovation investment

As in the past few years, executives frequently cite investments in becoming digital to meet customer requirements as a driver for innovation investments. However, in the three year-view, analytics emerges as the most frequent innovation investment option.

Cloud usage

Thirty-six percent of executives indicate cloud usage for their own organization, 3% for customers and 38% for both. However, nearly one third do not have clarity on whether their organizations have mechanisms in place to locate where key data assets are stored in the cloud

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