FINAL WORD
4 . Organisations will invest in total experience ( TX ) strategies to drive greater customer and employee loyalty and advocacy
In 2023 , organisations will be under more pressure than ever to deliver seamless customer experiences that drive growth , safeguard revenues and ensure customer loyalty . However , they will increasingly realise that employee experience is equally critical to their success . Research shows that 86 % of IT leaders now say the experience an organisation provides its employees and customers is as important as its products and services . Organisations will combine customer ( CX ) and employee ( EX ) experience initiatives to increase revenue and retain scarce talent so they can deliver more agile and resilient business outcomes . To support this , organisations will focus on integration and automation strategies designed to connect the systems and processes that support experiences across the enterprise .
5 . Firms will increasingly automate data-driven decision intelligence to reduce the huge costs of wasted opportunities
Making well-informed data-driven decisions is already a top priority for 83 % of organisations . However , the data needed to generate actionable intelligence is often locked away in enterprise silos , creating a roadblock to innovation . In 2023 , we ’ ll see a substantial rise in embedding real-time analytics to help break down data silos and create a data fabric that provides automated , intelligent and real-time insights and reduces untimely decisions . By embedding real-time analytics into the data fabric , organisations will increasingly look to automate decision-making , helping them accelerate time-to-value and eliminate wasted opportunities .
6 . Cybersecurity defences will become more layered and integrated to protect from increasing threat complexity
Investments in distributed architectures and Edge technologies will grow even further , introducing even greater security risks . In response , 2023 will see more organisations move towards the cybersecurity mesh approach advocated by Gartner . By 2024 , Gartner predicts organisations adopting a security mesh architecture will reduce the financial impact of security incidents by an average of 90 %.
To succeed , organisations will need to manage connections , APIs , compositions and automation bots from a single interface . This will lead to a growing adoption of lightweight platforms that are designed to work across any architecture or application type – whether they reside in a public cloud provider ’ s data centre , an on-premises system , or out at an Edge device .
Matt McLarty , Global Field CTO , MuleSoft
7 . Sustainability will drive ongoing IT investments
Environmental sustainability remains among the biggest challenges facing society . To drive sustainability in their own operations , organisations will increasingly look to harness data-driven insights and improved integration across supply chains .
“ As companies gear up for the year ahead , businesses must recognise that effectively utilising new digital techniques is the only way to ensure growth amid economic pressures ,” said McLarty . “ Investing in cost-efficient , employee- and customercentric technologies will be critical for companies seeking to remain agile and break away from the competition in 2023 .” p
86 INTELLIGENTCIO EUROPE www . intelligentcio . com