Join Us at Flow20, April 27-29 in Chicago

Intelligent Communications Blog

BACK TO BLOG

New Year’s Resolutions and Digital Transformation Trends

Erin Jones ON Jan 03, 2020

We surveyed more than 250 IT and DevOps professionals to learn about their New Year’s resolutions and get their take on the past year’s digital transformation trends. In this article, xMatters Product Marketing Manager Erin Jones breaks down the results and what they mean.

As we close out another year and begin the next, people are making New Year’s resolutions – not just for themselves, but for their business. 2019 was undoubtedly the Year of Digital Transformation Trends, as companies invested in technology and processes to better support an optimal customer experience. This meant everything from more frequent releases to development efforts as top-line corporate objectives.

At xMatters, we underwent our own digital transformation as we migrated our services to Google Cloud, reinforced our security and trust standards, and worked closely with customers to help them deliver on great experiences for their own customers (including the launch of our no-code visual workflow builder, Flow Designer).

With the many initiatives that come with investing in digital transformation, we set out to learn how your 2019 went and hear about your top priorities for 2020. We surveyed more than 250 IT and DevOps professionals to learn about their New Year’s Digital Transformation Resolutions and get their take on the past year’s technology trends. Take a look at what they said – and let us know if you agree with where digital business is headed in 2020.

What was your biggest digital transformation win of 2019?

Biggest win

What was your biggest digital transformation win of 2019?

  • 52% Automating tedious processes
  • 16% Building out a cloud infrastructure
  • 11% Adopting a killer new solution
  • 4% Joining forces with other digital teams
  • 17% of respondents said they won big in 2019 doing all of the above!

The Last Word
“63.1% of respondents said they need to learn new technologies (i.e., automation, orchestration, cloud, etc.).”
Incident Management in the Age of Customer-centricity Report (2019)

 

The most overrated digital trend of 2019

Most overrated

The most overrated digital trend of 2019 was…

  • 51% Everything claiming to have “AI or Machine Learning capabilities”
  • 29% Multiple tools competing to be your “single source of truth”
  • 11% Automation so complex only a few people know how to do it
  • 9% Running services in a hybrid cloud environment (instead of just one cloud provider)

The Last Word
“The majority of DevOps/SRE practitioners (84%), IT Operations practitioners (73%) and Developers (65%) surveyed believe emerging technologies like AI and ML will further improve their job performance.”
Enterprise Challenge: Balancing Between Driving Innovation and Maintaining Uptime by Tobias Dunn-Krahn (APMDigest)

Biggest undertaking

Biggest undertaking

What will be your biggest digital transformation undertaking in 2020?

  • 25% Aligning with business stakeholders to jointly deliver value
  • 21% Doing more with AI and/or Machine Learning
  • 15% Finding a “single pane of glass” for the entire organization
  • 14% Autoscaling for an always-on customer experience
  • 11% Shifting left with better (or more thorough) testing
  • 10% Going from DevOps to NoOps
  • 4% Other: New database design (1), cloud migration (2), and more automation (1)

The Last Word
“Enterprises undergoing digital transformation have also come to realize that their business success is inextricably tied to the quality of their customers’ experiences (i.e., quick connectivity, minimal service interruptions/digital service uptime, quick and efficient service and support).”
Incident Management in the Age of Customer-centricity Report (2019)

 

Biggest challenge

Biggest challenge

What is your biggest challenge in moving to “digital everything?”

  • 31% Uniting different teams with different tools and different processes
  • 29% Integrating new technology or processes into legacy ones
  • 20% Not impacting customer experience in the process
  • 12% Making the cultural shift to encourage digital adoption
  • 5% Regular reporting of business value to stakeholders
  • 3% Other: Finding a cost-effective solution (1), security (1), and disaster preparedness (1)

The Last Word
“Innovations in incident management, including greater automation, more extensive integration, data/event-level visibility and advances in ease-of-use, will enable the healthy infrastructure on which uninterrupted customer experiences depend.”
Incident Management in the Age of Customer-centricity Report (2019)

What part of your team (or company) will double-down on digital in 2020?

What part

What part of your team (or company) will double-down on digital in 2020?

  • 21% Aligning with business stakeholders to jointly deliver value
  • 18% Doing more with AI and/or Machine Learning
  • 16% Finding a “single pane of glass” for the entire organization
  • 11% Shifting left with better (or more thorough) testing
  • 5% Other: New database design (1), cloud migration (2), and more automation (1)
  • 29% of respondents said all of the above groups will make a digital investment in the new year

The Last Word
“Ownership of the customer experience is now shared across roles throughout the enterprise.”
Incident Management in the Age of Customer-centricity Report (2019)

What does this mean for 2020 (and the new decade ahead)?
As we reported in our recent Incident Management in the Age of Customer-Centricity Report, 91.7% of companies are prioritizing customer experience. Three out of four IT and DevOps professionals are working more closely together while focusing on automation, AI, and machine learning so they can execute like a well-oiled machine. Cloud initiatives are a priority for 61.7% of organizations and will continue to grow as teams invest in autoscaling and microservices.

To make these changes, organizations will have to tackle hurdles – cultural shifts, integrating with disparate and/or legacy services, and process standardization – that have challenged companies in their digital transformation efforts.

Digital companies (pretty much everyone) have a big year ahead of them – and all eyes (both executives and customers) will be on how the most seamless and fastest innovations are delivered to take the lead in their respective market. If you’re on one of these teams, this can be both thrilling and panic-inducing. That’s why in 2020, we at xMatters are resolving to partner with you to make it happen. We’ve heard from survey respondents and customers alike, and we’re committed to pushing our product to deliver on what you need to make history in 2020 (and beyond).

So, here’s to a Happy New Year filled with innovation, risks worth taking, and digital investments that pay off in spades!

Ready to jumpstart your digital resolutions?
Get xMatters and make 2020 the year of delivering on record-breaking customer experience.

Try xMatters Free