TALKING
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Driving efficiency with Digital Transformation requires balance . We ’ re all under pressure to do more with less , but how do you prioritise digital spending ? It ’ s a debate I hear in boardrooms worldwide ; too broad a focus on innovation for innovation ’ s sake and you risk missing key opportunities , while an unwillingness to invest at all risks the entire business . AI can feel intimidating , but experimentation is important ; not getting started is not an option .
Missing the mark on technology investments
The last few years have paved the way for bigger , better Digital Transformation . The rise of generative AI and hyperautomation has potential to be a productivity game-changer for those who use it well . For example , a recent study by Pen . nl found that 72 % of employees who already use AI at work think the technology can double their efficiency . balance doing more with less while creating seamless experiences for employees and customers .
This is where AI can solve the juggling act . A 2022 NewVantage Partners survey of senior data and technology executives revealed 92 % of large companies registered significant returns on AI and data investments in 2022 – nearly double the rate from a 2017 study .
Chris Bedi , Chief Digital Information Officer , ServiceNow
While some companies realise these benefits , McKinsey research reveals that many in Europe aren ’ t quite getting it right . IT spending has grown by 25 % across European industries since 2020 , but customer satisfaction with digital experiences isn ’ t keeping up .
The potential is massive if you get it right . AI embedded throughout an enterprise supporting recommendations , decisions and processes can drive better experiences , increased speed and effective decision making .
Efforts to improve internal efficiencies aren ’ t translating to enhanced customer experiences . Some companies simply aren ’ t hitting the right notes for their customers when driving their Digital Transformation initiatives .
A survey by ServiceNow and Opinium shows what customers really care about : 95 % surveyed in EMEA see efficient responses from customer service agents as a top priority . Businesses that aren ’ t tapping into the potential of AI and hyperautomation are finding it tough to keep up with these demands and risk falling behind competitors . Hyperautomation and GenAI can boost self-service and change customer experience for the better , while also shifting expectations from selfservice to proactive service .
Putting AI at the heart of digital transformation
In Germany , the country has slipped in the ranks for attractiveness to the private sector , trailing behind other , more digitally nimble countries across Europe .
The challenge for businesses across Germany and the rest of EMEA is to invest in the right technologies that
Take Siemens , Europe ’ s largest industrial manufacturing company with a global workforce . With a
Some companies simply aren ’ t hitting the right notes for their customers when driving their Digital Transformation initiatives .
commitment to become a technology-led organisation , AI and automation delivered more efficient services and enhanced experience – automating one million hours and earning an 87 % employee satisfaction rate .
Shaping a comprehensive strategy
Of course , this isn ’ t a straightforward process when you consider the scale of AI integration for an entire business . The key is to take a well-rounded , step-bystep approach , starting right from the moment you decide to invest .
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