2. Democratization of innovation

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Rakhiraqsdiwseo
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2. Democratization of innovation

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1. Digital Readiness Culture
Organizations are under increasing pressure to quickly digitize and scale services to meet growing customer needs and create new revenue channels.

Consumers not only want to interact with companies consistently, but also through the channels that work best for them. 73% of consumers use more than one channel. According to Deloitte, 75% of consumers expect consistent interactions across all departments of a company. 86% of customers want to be able to switch channels when interacting with a company. 92% expressed satisfaction with communicating with brands via live chat, making it their preferred support channel for delivering the best customer experience. 78% contact brands about customer service issues via mobile devices. Among millennials, this figure rises to 90%, prompting organizations to invest in new digital customer service methods.


There is increasing pressure on IT leaders to accelerate the implementation of digital initiatives, which are expected to increase by 40% over 2020. One of the biggest challenges companies face is integration. 89% of IT leaders reported that data silos create business challenges during digital transformation projects.

Organizations must allow innovation to flow bulgaria whatsapp data the walls of IT — this is a critical lesson for CIOs. There are no longer IT projects, there are only business projects. And the business will not wait for IT to implement its innovation roadmap and strategic initiatives — 2020 could be the beginning of a citizen developer revolution. The pandemic has accelerated all automation and digital transformation programs by several years. According to Gartner, by 2023, the number of active citizen developers in large enterprises will be at least four times higher than the number of professional developers.

Business users are trying to develop digital customer experiences faster. IT needs to drive cultural change by empowering the business to be autonomous and deliver solutions faster.
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