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Customer experience now the top technology priority, but organizations aren’t quite ready

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These days, everyone dreams of superior customer experience (CX), especially customers. Next in line are business leaders, who have finally started to see the light. Of course, that means the renewed pressure to pump up CX to, yeah, you guessed it — IT managers and professionals. However, getting everyone on the same page to deliver the goods is the hardest part of all.

The challenge was surfaced in a survey of 1,420 IT decision-makers released by RackSpace Technology, which found that focusing on CX implementations helps companies see greater rewards. Organizations that adopt a CX-led focus enjoy 1.6x higher brand awareness, 1.5x more employee satisfaction and nearly double their rates of customer retention, repeat purchases, average order values and customer lifetime value. “The research underscores the impact that modernizing applications to provide better customer experience can have on competitiveness and growth,” the survey’s authors add.

conference-crowd-gaylord-national-convention-center-september-2013-photo-by-joe-mckendrick.jpg
Photo: Joe McKendrick

The rub, of course, is that building better CX systems is the easy part. Half of the IT executives in the survey, 50%, report that it can take weeks to gain consensus before implementing technology changes, such as deploying new applications or launching a transformation project. Another 42% say it takes months. “This lag in consensus building negatively impacts time to market. If teams can’t move agile and fail fast, they’ll be beaten to the punch by competitors who can move through concept, development and release faster,” the researchers report.

Even when people and strategy are aligned, CX technology teams still face technology-related barriers, the survey shows. As is common with adopting new technology, legacy IT (26%), budget (24%), skills gaps (22%) and expertise (18%) rank as top barriers. Cultural issues also weigh heavily in the list as represented by resistance to change (16%), lack of buy-in (16%) and lack of leadership support (13%). 

Emotions dictate technology initiatives, and this survey confirms it. The top barrier reported was the fear of negatively impacting existing customer experience (28%), the survey also finds. “Organizations recognize that technology is needed to improve the customer experience but are still nervous about changing the existing customer experience by implementing new technology,” the survey’s authors state. “Despite the push to innovate and transform, respondents are aware that the learning curves of customer experience improvements can cause friction.”

The good news is that no one is objecting to the employment of tech to improve CX — 52% report little to no resistance to technology changes. Only 23% report resistance. “IT leaders can gather from this that stakeholders are interested in change where there’s a specific business case, such as customer experience, and that interest could translate into less resistance when it’s time to implement programs.”

For IT leaders, the results also confirm that CX is a main strategic priority (48%), ahead of IT security, compliance (45%) and IT strategy (41%), and that technology is the key to driving customer experience. Over half (55%) of survey respondents credit applications with enhancing customer experience. Moreover, almost all organizations surveyed understand the importance of CX, with 94% reporting that some form of user experience initiative is underway within their organization. Only a small percentage (6%) report having no CX strategies or initiatives in place.   

Technology-Related Barriers to CX Development

  • Fear of negatively impacting existing CX     28%
  • Legacy IT systems     26%
  • Limited budget     24%
  • Complexity     23%
  • Lack of staff with the appropriate skill sets     22%
  • Lack of expertise to lead transformation activities     18%
  • Unclear digital transformation strategy     18%
  • Lack of a trusted partner/advisor to work on digital transformation activities     18%

Modern technology initiatives are prevalent, which ultimately is seen in smoother CX delivery. Six out of ten (63%) respondents are using technology to drive automation efficiencies and over half (51%) are using it to drive IoT and cloud native initiatives. Even more directly, technology initiatives focused on real-time data analysis (44%) and customer engagement (30%) are prevalent.  

How Does Technology Drive your Corporate Strategy?

  • Driving corporate strategy     63%
  • Use intelligent automation to drive efficiencies     51%
  • Leverage innovative technologies such as IoT and cloud native applications     46%
  • Greater employee collaboration     44%
  • Real-time data analysis/customer ‘pulse’     40%
  • Simplify decision making     30%

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Source: https://www.zdnet.com/article/business-benefits-of-modernizing-applications-to-improve-customer-experience/#ftag=RSSbaffb68

ZDNET

Microsoft: Zero Trust security just hit the mainstream

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Zero Trust, the borderless security strategy being pushed by vendors, has fully caught on in the enterprise, according to Microsoft’s latest survey of cybersecurity defenders. 

Microsoft, IBM, Google, AWS, Cisco and others in the cybersecurity industry have been banging the ‘zero trust’ drum for the past few years. 

The case for zero trust was made clearer after this year’s software supply chain attacks on US tech firms, which came amid a mass shift to remote work that demonstrated the need to protect information inside and beyond a trusted environment in a world that spans BYOD, home networks, VPNs, cloud services and more.

As Microsoft has argued, part of zero trust is assuming the corporate network has already been breached, either by hackers targeting that network through phishing or malware, or via an employee’s compromised home device connecting to the network.

The message has gotten through to organizations. Microsoft’s survey of 1,200 security decision makers over the past year found that 96% of consider Zero Trust to be critical to their organization. 

Zero trust will also soon be compulsory for federal agencies, helping standardize the concept in the broader market. US president Joe Biden’s cybersecurity executive order in May mandated agencies move to zero-trust as-a-service architectures and enable two-factor authentication (2FA) within 180 days. 

The Commerce Department’s NIST followed up last week by calling on 18 of the US’s biggest cybersecurity vendors to demonstrate how they would implement a zero trust architecture.    

Microsoft found that 76 percent or organizations are in the process of implementing a Zero Trust architecture — up six percent from last year.

“The shift to hybrid work, accelerated by COVID-19, is also driving the move towards broader adoption of Zero Trust with 81 percent of organizations having already begun the move toward a hybrid workplace,” writes Vasu Jakkal, Microsoft corporate vice president of security, compliance and identity.

“Zero Trust will be critical to help maintain security amid the IT complexity that comes with hybrid work.”

The top reasons for adopting Zero Trust included increased security and compliance agility, speed of threat detection and remediation, and simplicity and availability of security analytics, according to Jakkal. 

It’s all about confirming everything is secure, across identity, endpoints, the network, and other resources using signals and data.

Biden this week highlighted the real-world stakes at play with recent ransomware and supply chain attacks on critical infrastructure, telling the US intelligence community that a major hack would likely be the reason the US enters “a real shooting war with a major power”. The US president yesterday signed a memorandum addressing cybersecurity for critical infrastructure, ordering CISA and NIST to create benchmarks for organizations managing critical infrastructure.

PlatoAi. Web3 Reimagined. Data Intelligence Amplified.
Click here to access.

Source: https://www.zdnet.com/article/microsoft-zero-trust-security-just-hit-the-mainstream/#ftag=RSSbaffb68

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ZDNET

Microsoft: Zero Trust security just hit the mainstream

Published

on

Zero Trust, the borderless security strategy being pushed by vendors, has fully caught on in the enterprise, according to Microsoft’s latest survey of cybersecurity defenders. 

Microsoft, IBM, Google, AWS, Cisco and others in the cybersecurity industry have been banging the ‘zero trust’ drum for the past few years. 

The case for zero trust was made clearer after this year’s software supply chain attacks on US tech firms, which came amid a mass shift to remote work that demonstrated the need to protect information inside and beyond a trusted environment in a world that spans BYOD, home networks, VPNs, cloud services and more.

As Microsoft has argued, part of zero trust is assuming the corporate network has already been breached, either by hackers targeting that network through phishing or malware, or via an employee’s compromised home device connecting to the network.

The message has gotten through to organizations. Microsoft’s survey of 1,200 security decision makers over the past year found that 96% of consider Zero Trust to be critical to their organization. 

Zero trust will also soon be compulsory for federal agencies, helping standardize the concept in the broader market. US president Joe Biden’s cybersecurity executive order in May mandated agencies move to zero-trust as-a-service architectures and enable two-factor authentication (2FA) within 180 days. 

The Commerce Department’s NIST followed up last week by calling on 18 of the US’s biggest cybersecurity vendors to demonstrate how they would implement a zero trust architecture.    

Microsoft found that 76 percent or organizations are in the process of implementing a Zero Trust architecture — up six percent from last year.

“The shift to hybrid work, accelerated by COVID-19, is also driving the move towards broader adoption of Zero Trust with 81 percent of organizations having already begun the move toward a hybrid workplace,” writes Vasu Jakkal, Microsoft corporate vice president of security, compliance and identity.

“Zero Trust will be critical to help maintain security amid the IT complexity that comes with hybrid work.”

The top reasons for adopting Zero Trust included increased security and compliance agility, speed of threat detection and remediation, and simplicity and availability of security analytics, according to Jakkal. 

It’s all about confirming everything is secure, across identity, endpoints, the network, and other resources using signals and data.

Biden this week highlighted the real-world stakes at play with recent ransomware and supply chain attacks on critical infrastructure, telling the US intelligence community that a major hack would likely be the reason the US enters “a real shooting war with a major power”. The US president yesterday signed a memorandum addressing cybersecurity for critical infrastructure, ordering CISA and NIST to create benchmarks for organizations managing critical infrastructure.

PlatoAi. Web3 Reimagined. Data Intelligence Amplified.
Click here to access.

Source: https://www.zdnet.com/article/microsoft-zero-trust-security-just-hit-the-mainstream/#ftag=RSSbaffb68

Continue Reading

ZDNET

Microsoft: Zero Trust security just hit the mainstream

Published

on

Zero Trust, the borderless security strategy being pushed by vendors, has fully caught on in the enterprise, according to Microsoft’s latest survey of cybersecurity defenders. 

Microsoft, IBM, Google, AWS, Cisco and others in the cybersecurity industry have been banging the ‘zero trust’ drum for the past few years. 

The case for zero trust was made clearer after this year’s software supply chain attacks on US tech firms, which came amid a mass shift to remote work that demonstrated the need to protect information inside and beyond a trusted environment in a world that spans BYOD, home networks, VPNs, cloud services and more.

As Microsoft has argued, part of zero trust is assuming the corporate network has already been breached, either by hackers targeting that network through phishing or malware, or via an employee’s compromised home device connecting to the network.

The message has gotten through to organizations. Microsoft’s survey of 1,200 security decision makers over the past year found that 96% of consider Zero Trust to be critical to their organization. 

Zero trust will also soon be compulsory for federal agencies, helping standardize the concept in the broader market. US president Joe Biden’s cybersecurity executive order in May mandated agencies move to zero-trust as-a-service architectures and enable two-factor authentication (2FA) within 180 days. 

The Commerce Department’s NIST followed up last week by calling on 18 of the US’s biggest cybersecurity vendors to demonstrate how they would implement a zero trust architecture.    

Microsoft found that 76 percent or organizations are in the process of implementing a Zero Trust architecture — up six percent from last year.

“The shift to hybrid work, accelerated by COVID-19, is also driving the move towards broader adoption of Zero Trust with 81 percent of organizations having already begun the move toward a hybrid workplace,” writes Vasu Jakkal, Microsoft corporate vice president of security, compliance and identity.

“Zero Trust will be critical to help maintain security amid the IT complexity that comes with hybrid work.”

The top reasons for adopting Zero Trust included increased security and compliance agility, speed of threat detection and remediation, and simplicity and availability of security analytics, according to Jakkal. 

It’s all about confirming everything is secure, across identity, endpoints, the network, and other resources using signals and data.

Biden this week highlighted the real-world stakes at play with recent ransomware and supply chain attacks on critical infrastructure, telling the US intelligence community that a major hack would likely be the reason the US enters “a real shooting war with a major power”. The US president yesterday signed a memorandum addressing cybersecurity for critical infrastructure, ordering CISA and NIST to create benchmarks for organizations managing critical infrastructure.

PlatoAi. Web3 Reimagined. Data Intelligence Amplified.
Click here to access.

Source: https://www.zdnet.com/article/microsoft-zero-trust-security-just-hit-the-mainstream/#ftag=RSSbaffb68

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ZDNET

Apple broke bad news to iPhone fans

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We’ve known this was a problem.

I expected that if there was any time when Apple top brass would mention it, it would be during the earnings call.

And that’s when it happened.

Apple, like most other tech firms, is feeling the pinch due to component shortages.

A word that came up a lot during the call was “constraints.” It was up to Apple CFO Luca Maestri to break the bad news.

“… we expect supply constraints during the September quarter to be greater than what we experienced during the June quarter. The constraints will primarily impact iPhone and iPad.”

Must read: Don’t buy these Apple products: July 2021 edition

Normally, I’d put this down to scarcity marketing — “get in there quick with your iPhone orders, because otherwise you’ll miss out and the cool kids will laugh at you” sort of thing — but these supply constraints are real and is affecting almost every company that is involved in making things.

CEO Tim Cook went on to fill in some more details about the constraints.

“The majority of constraints we’re seeing are of the variety that I think others are saying that are I would classify as industry shortage. We do have some shortages, in addition to that, that are where the demand has been so great and so beyond our own expectation that it’s difficult to get the entire set of parts within the lead times that we try to get those. So it’s a little bit of that as well.”

A little bit of this, a little bit of that.

On the whole, Apple does like to underpromise and overdeliver, especially where Wall Street is concerned, so it doesn’t surprise me that there’s this air of caution.

It makes sense.

The landscape is changing rapidly.

But I think that it’s interesting and somewhat telling that Apple was willing to make such a statement, a statement that caused stocks to fall as a result.

This statement was not made lightly.

If you’re someone who likes getting a new iPhone as soon as they’re out, you might have to work a little harder this year.

PlatoAi. Web3 Reimagined. Data Intelligence Amplified.
Click here to access.

Source: https://www.zdnet.com/article/apple-broke-bad-news-to-iphone-fans/#ftag=RSSbaffb68

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