“Organizations are urgently having to adapt their go-to-market strategies, as well as create and launch new digital services and applications in the current environment. As a result, technologists are being asked to deliver major transformation projects in previously unthinkable timeframes – all the while ensuring flawless customer experience,” the company wrote.
According to the report, digital customer experience is now the business priority with 88% of technologists agreeing. The problem is getting the resources and support to make that priority shift. The biggest challenges teams have faced in the wake of the pandemic include managing spikes in website traffic, lack of unified visibility and insight into performance, and managing mean time to resolution. In order to get the support and resources they need, technologists pointed to needing clear goals and objectives, real time data at the point of need, autonomy and accountability, and the freedom to experiment and take risks.
Eighty percent of technologists stated that the ability to quickly respond has positively changed the perception of IT within their organization.
Other key findings of the report include: 81% believe COVID-19 is the biggest technology pressure they have ever had to deal with; 61% feel under more pressure than ever before; and about 64% are being asked to perform tasks they never had to before.