According to Gartner, cloud computing is the third technology priority for Aus and NZ CIOs. However, the number one business priority is attracting and retaining customers. So, if we were specifically talking about Cloud-based contact centres, this might be higher up on the agenda, given that increasing the level of customer service in your contact centre has the potential to elevate customer retention.
Mobile technologies have pipped cloud computing to become the top technology priority for Australia and New Zealand chief information officers, while attracting and retaining new customers is the leading business priority.
Analyst Gartner today released the results of its Executive Programmes 2012 CIO Agenda survey, and while cloud computing led the pack last year, this year it’s been relegated to number three on the technology priority list, behind mobile technologies and analytics and business intelligence. According to Gartner it’s the productivity implications of smartphones and tablets which are driving this surge of interest.
A year ago it was cloud computing which led the way internationally, with local and international CIOs ranking it the lead item they wanted to address.
In terms of business priorities local CIOs nominated attracting and retaining new customers, increasing enterprise growth and reducing enterprise costs as the top three issues on the agenda.
In the final quarter of 2011 Gartner surveyed over 2,300 CIOs globally, 132 of them in Australia and New Zealand, about their budget plans for 2012. Local CIOs were forecasting a 1.3 per cent IT budget increase, ahead of the 0.5 per cent global figure.
But before getting too smug, ANZ CIOs should perhaps reflect on the statistic that their average tenure is 3.8 years compared to a global average of 4.6 years.
According to Gartner the top ten technology priorities for ANZ CIOs in 2012 will be:
Analytics and business intelligence
IT management technologies