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Introduction

In 2015, enterprises will further improve the service they provide to their customers, while also keeping their data and systems safe from harm. In addition, productivity is the new watchword in the enterprise, in today’s more flexible employee environment.

Highlights

  • Technology investment decisions in 2015 will continue to focus on the end customer, so that the organization is supported in its drive to improve customer/citizen satisfaction.

Features and Benefits

  • Learn why organizations must design the customer experience based on insights into how customers wish to interact.
  • Analyzes the key trends that are shaping enterprises' software decisions.

Key questions answered

  • What trends are driving technology investment decisions?
  • How can software help to drive enterprise productivity?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages
  • Recommendations for enterprises
  • Recommendations for vendors

The service delivered to customers can be improved both directly and indirectly through IT

  • Customers expect a seamless experience irrespective of contact channels
  • To improve customer service, we must consider the IT landscape within the enterprise and beyond
  • Enterprises require more than technology to deliver customer satisfaction

Productivity becomes the new watchword for the enterprise

  • Increased employee productivity is enabled by many of the technologies in the market place
  • “Shadow IT” will continue, especially in enterprises that are slow to adopt solutions that increase workforce flexibility

The IT function faces challenges from multiple sources

  • The IT function continues to be faced with demands to “do more with less” while driving the business forward
  • Continuing challenges for enterprises around the data center, security, and integration
  • Without data, there’s little point in addressing any trends

Appendix

  • Methodology
  • Further reading
  • Author

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