Top trends and priorities focus on technology acceleration, improving the customer experience and IT modernization
We met with 35 consumer services executives to understand their top priorities and how they are readying for the key trends shaping their organizations. Executives identify technology and digital acceleration as the most impactful macro trend. Improving the customer experience is the number one business and IT priority, which executives plan to support through IT modernization and actionable data.
Technology is driving transformation
82% of executives cite the high impact of technology and digital acceleration
Business models need to be more agile
Only 25% of executives say they have highly agile business models to address digitization
Changing social demographics transforms consumer demand
67% of executives cite the high impact of social demographic change
Inflation drives optimization strategies
Executives identify optimizing prices and reducing costs as the top 2 measures to address macroeconomic impacts
Better customer experience and data-driven operations rely on better IT
IT modernization is the #2 IT priority, yet, only 4% are fully operational with it.
When comparing insights from the 59% who are operational or producing results from digital strategies (digital adopters) to those building or launching digital strategies (digital aspirants), common attributes emerge.
Digital adopters in consumer services recognize the high impact of digitization on their business models and rely on close alignment between business and IT operations. They are also further ahead with IT modernization and cybersecurity and have more mature organizational strategies to leverage data and digitalization.
Have highly aligned business and IT operations to support strategy execution
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Digital adopters 71% |
Digital aspirants 45% |
Are implementing or fully operational with the IT priority of IT modernization
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Digital adopters 60% |
Digital aspirants 46% |
Have a mature organizational strategy to leverage data and digitalization
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Digital adopters 33% |
Digital aspirants 0% |
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1
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Integrate digital into everything |
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2
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Embrace innovation—especially intelligent automation—as a journey |
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3
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Own and organize your data |
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4
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Invest strategically in IT modernization and managed services |
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5
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Promote change as a natural part of business evolution |
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At CGI, we help consumer services organizations deliver on their brand promise through the best data-driven omnichannel customer experiences. |