From November 4th to 9th, Gartner analysts presented the results of their studies to thousands of IT professionals who participated to the 2018 Gartner Symposium/ITXPO in Barcelona. On the second day, Andy Rowsell-Jones, Distinguished VP Analyst, shared the outcome of the CIO EMEA Survey.

The 2019 Gartner EMEA CIO Agenda survey gathered data from more than 900 CIO respondents in 53 EMEA countries and in all major industries, from manufacturing to healthcare. The results aim at helping CIOs deliver the right message when having to convince the board of directors to invest in and develop their digital business. "Initially, CIOs were making a leap from IT-as-a-craft with a focus on tech, to IT-as-an-industrial-concern, focusing on processes. Today, 20 years after we launched the first CIO Agenda survey, digital initiatives, along with growth, are the top priorities for CIOs in 2019. Digital has become mainstream, and today's era of IT is focusing on digital-enabling technologies" explained Andy Roswell-Jones.

According to the survey, digital business has reached a tipping point in EMEA, with 35% of CIOs surveyed in EMEA being in a position to scale their digital initiatives, an increase from 20 points compared to last year. In addition, to encourage the application of digital at scale within their organization, 64% EMEA CIOs fostered better collaboration with the business, and 46% reduced silos and internal complexity. "CIOs need to secure these new foundations to be ready for the next stage of digital evolution," added the Distinguished Analyst. An unbroken growth in IT budget since 2015 means more confidence and more money to invest in new concepts and digital business, yet, more than ever, being a CIO is about prioritization.


Prepare for Business Model change

"A Business Model is the way in which an organization creates, delivers and captures value. It's about reaching out to the market and citizens," added Andy Roswell-Jones, before sharing that 47% of EMEA CIOs are expecting Business Model changes. In EMEA, digital maturity has jumped from 20 to 35%: "take the word 'digital' out, it's just the way we do business now". According to the survey, 39% of the respondents reported that evolving consumer demands are driving their Business Model change. The Gartner expert then shared the example of the CIOs of a higher-education university in the US which redefined its business models focusing on data and need for current skills rather than on courses.


Engagement and Customer Centricity

Consumers drive what companies do: they have, or need to, become customer-centric. It can be achieved by combined back and front offices and by measuring the right KPIs (according to the survey, 71% of CIOs measure the ROI of digital), while also having a strong cybersecurity strategy. On the last point the Gartner Analyst added: "consumers deal with you because they trust you". Getting that superior consumer engagement is a current challenge for companies and CIOs in particular. Top performers are using a combination of techniques and approaches to get a higher level of consumer satisfaction. As an example, they make it easier for their clients to give feedback while also using digital channels to reduce costs. 49% of them regularly check the number of people downloading and using their app, which has a direct impact on customer experience. "Of course, all of these initiatives must be secure. 97% of CIOs think that cybersecurity threats will get worse in the years to come. Yet, only 15% report that their board are accountable for cybersecurity: it need to be a broader business problem," underlined the VP. Here also, using one single solution won't do the trick, it's all about the combination of tech and people. On the people side, 58% focus on recovery practices, 47% on awareness building, 38% on DevOps and 21% on Product Management. When it comes to technology, 73% work on infrastructure and operations, 42% on digital business infrastructures and 18% on product service delivery.


From project to product management

"Product-centric-delivery organizations use durable, ideate-build-run teams working on persistent business issues," first explained the Gartner Distinguished Analyst. The 2019 CIO survey revealed that 56% of respondents are already shifting from a project management approach to a more efficient approach with a focus on product and continuous development and improvement. Some of the benefits are a closer engagement between IT and business, a more consumer-centric culture in IT, an accelerated delivery of new features, and much more. "To do so, it is necessary to change the culture of the company, provide architecture and tools, invest in DevOps, educate the stakeholders, acquire new skills. These are some of the things the top performers are currently doing," added Andy Roswell-Jones.


Focusing on business-enabling technologies

Since 2015, we have seen an increase of 270% when it comes to AI adoption. 3D printing rose by 100%, and conversational interface by 48%. Yet, board members are always asking about Artificial Intelligence: it is seen as a game-changer by 28% of the respondents. Here are the top use cases for AI, according to the 2019 CIO Survey: 30% are doing chatbots, 29% process optimization, 21% focus on fraud detection, 16% on market segmentation, 14% are doing computer-assisted diagnostics, 12% work on call center assistance, and finally, 11% on sentiment analysis. Moreover, the are other great disruptive technologies that are already available and mature, and notably AR – Augmented Reality. He then shared the example of Maersk Drilling, which used AR to create new business models and therefore new revenue streams. These changes are driven by tech, but also by social changes. What about legacy then? "Rebalance your tech portfolio toward digital transformation. Ask for resources to invest in the things you need to go forward and have the courage to cut the things you won't need anymore. Use wisdom to later make the difference," concluded Andy Roswell-Jones.


Alexandre Keilmann

Publié le 29 novembre 2018