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IT leaders to prioritize these 3 areas in 2024. It hardly wants saying: The world has modified considerably since 2020. Distant work, the introduction of ChatGPT, ever-increasing safety threats — it’s all had a profound influence on IT.
To grasp precisely how IT priorities have modified, Zendesk performed a world survey of 1,200 IT leaders and located that half of these surveyed mentioned their groups are beneath stress to ship extra with fewer assets.
So, in mild of those inside and exterior modifications, what are IT’s present priorities? Based on the survey, the highest three are:
- Strengthening cybersecurity and knowledge privateness measures (63%)
- Enhancing the shopper and worker expertise (CX and EX) (60%)
- Enhancing their use of information and insights for the enterprise, together with AI (59%)
Let’s check out every of those in a bit extra element.
Knowledge safety and privateness
That is high of thoughts for IT leaders — virtually 9 in 10 (87%) mentioned that investing in cybersecurity and knowledge privateness are excessive priorities, and practically the identical share (88%) mentioned they anticipate to extend their cybersecurity finances over the subsequent 12 months.
The push to personalize buyer and worker interactions together with the rise in distant work has elevated the already giant quantity of delicate knowledge that corporations should securely and correctly handle. In reality, two-thirds (66%) of respondents mentioned that knowledge privateness and safety rules had been inserting limits on what they may accomplish with personalization.
In 2024, IT should make sure that insurance policies and instruments create belief for patrons and staff, whereas persevering with to make sure that delicate knowledge stays compliant, protected, and encrypted.
Buyer and worker expertise
A big majority of respondents (86%) mentioned that enhancing the shopper expertise has change into a better precedence in the previous couple of years. However, notably, so has enhancing the worker expertise (EX), in line with the identical share of respondents — extra engaged staff means improved enterprise outcomes. IT leaders see an analogous imaginative and prescient for every – seamless customized experiences, enhanced by AI, all utilizing safe and personal knowledge.
Companies, nonetheless, are having a tough time guaranteeing personalization is safe. Practically eight in 10 (79%) say that distributors aren’t offering buyer expertise software program that totally addresses the related cybersecurity challenges.
Delicate, private knowledge about clients is very regulated, so organizations have to take management. They want buyer expertise instruments that make the most of AI whereas additionally offering safety and knowledge privateness controls that may assist them shield knowledge and stay compliant.
Synthetic intelligence
In November 2022, ChatGPT set the world on fireplace by demonstrating the potential of generative AI. Understandably, 84% of respondents mentioned that deploying and optimizing AI has elevated considerably in significance. However the charge of development has involved many leaders, with 58% of these surveyed saying they’re nervous about their organizations’ capability to maintain up with the know-how’s speedy evolution.
However AI is crucial all throughout the shopper journey, together with the shopper expertise, in line with 89% of respondents, so regardless of issues, eight in 10 say their organizations will improve budgets to accommodate generative AI.
Given how highly effective and helpful AI — and generative AI, particularly — will be for enhancing the shopper expertise, organizations shouldn’t be shy about in search of assist from trusted third events to cowl ability and data gaps.
Zendesk’s full report explores the three high areas IT leaders are prioritizing, together with strategic suggestions on methods to understand these modifications so as to keep forward. Learn the report.
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