Q.2 Which of the following IT investments are powering your organization to improve its servicing of your customers?*
55%
Infrastructure Soſtware (Virtualization, Backup) Network (Wired, Wireless) Cloud (IaaS, PaaS, Hybrid) End-User Computing (PCs, Tablets, Phones) Connectivity (Internet, MPLS, Fiber) Data Center (Server, Storage) Security (Hardware, Soſtware)
44% 41% 37% Cloud (Saas) 21% Internet of Things (Sensors, Specialized Soſtware) *Percentages do not total 100% because respondents could check all that apply.
Larger companies with 1,000+ employees are most likely to report the Internet of Things (IoT) is driving customer servicing improvements.
51% 50% 50%
45%
Over half of IT decision makers report infrastructure soſtware, network, and cloud as IT investments used to improve service to customers.
Q.3 Which of the following most closely describes how your investment in technology impacts the customer experience your organization provides?
58%
Contributes to my customers’ experience
37% Powers
my customers’ experience
4%
Disconnected from my customers’ experience
Most IT decision makers agree tech is a key contributor to a positive customer experience.
Source: IDG 2016 TechPulse poll of IT decision makers
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