TRENDING
In this all-digital world , customers and employees expect truly connected experiences .
indicating there is still an enormous opportunity to improve connected user experiences . MuleSoft ’ s report indicates that :
• Creating connected user experiences has become increasingly difficult : More than half ( 55 %) of organizations said they find it difficult to integrate user experiences . This is up from 48 % a year ago , showing there is increasing complexity for companies to meet their customers ’ digital needs .
• Overcoming security and governance challenges is a hurdle : Security and governance ( 54 %) was cited as the biggest challenge to integrating user experiences , ahead of outdated IT infrastructure ( 46 %) and an inability to keep up with ever-changing processes , tools and systems ( 42 %).
• Integrating user experience delivers business benefits : Of the organizations that have integrated user experiences , more than half said it had enhanced visibility into operations ( 54 %) and increased customer engagement ( 54 %). Other benefits realised included innovation ( 50 %), improved ROI ( 48 %) and increased automation adoption ( 45 %).
Integration challenges hinder digital experiences and initiatives
Data silos remain a significant barrier to creating integrated user experiences , with the number of organizations citing silos as a challenge ( 90 %) remaining unchanged from a year ago . The report shows :
• Integration headaches : The biggest challenges to Digital Transformation are integrating siloed apps and data ( 38 %) and risk management and compliance ( 37 %). 88 % of respondents said integration challenges continue to slow Digital Transformation initiatives .
• Too much is being spent on custom integration : In their efforts to integrate apps and data from across the enterprise , organizations appear to be focusing more resources in the wrong areas , such as custom integration . As a result , they are increasing their technical debt . On average , organizations spent US $ 3.65 million on custom integration labor in the last 12 months , a 4 % increase from last year ( US $ 3.5 million ).
• IT budgets are up , but so is demand : 85 % of organizations said IT budgets have increased yearon-year ( compared to 77 % last year ). At the same time , the number of projects IT is asked to deliver increased by 40 % on average , a big jump from 30 % a year ago . Despite the extra budget , IT is finding it difficult to meet the demands of the business . On
24 INTELLIGENTCIO APAC www . intelligentcio . com