Digital Disruption Steering Enterprises from Core Modernization to Delivering Customer Delight

Infosys released global research that provides insights into how and why organizations are adopting and investing in new digital technologies and strategies. The research report ‘How enterprises are steering through digital disruption’, was compiled by interviewing 1,000 senior IT and business decision-makers in organizations across seven countries.

Currently, enterprises are using digital technologies across a variety of areas in their core IT management (79 percent), business process management (60 percent) and customer relationship management (62 percent). This establishes digital-ready enterprises as those that are continuously investing in reinventing their businesses from the core including processes and systems, with as much enthusiasm as their customer touchpoints and journeys.

The research also found that respondents’ organizations are looking to utilize digital technologies (if they haven’t already) across knowledge management (33 percent), operational intelligence (31 percent) and product development (28 percent).

Disruptive digital technologies continue to equip enterprises to consume and analyze data to improve business, both by reimagining processes and experiences. 67 percent of organizations that participated in the study are leveraging big data analytics. Over half of these organizations have already made investments in deep learning algorithms of AI.

The research also revealed that customer-centric technology investments are among the top three priorities for all industries except Manufacturing and CPG. Life Sciences leads the way (86 percent investing in technology for patient centricity during clinical trials), followed by Retail (79 percent investing in augmented reality for virtual stores) and Banking (75 percent investing in opti-channel for better customer experience).

These technologies are among the top priorities in Insurance (to encourage insurance buying behavior), Utilities (for omnichannel customer engagement), healthcare (to predict onset of health conditions) and Automotive (for connected cars).