DUBAI, UAE, JUNE 16, 2022: With macroeconomic uncertainty — across markets, hiring, costs, and more — now firmly top of mind, CEOs and leaders across the business are focused on efficient growth, cost savings, and increased productivity. As a result, companies are turning to automation more than ever to drive immediate value across all parts of the business, from technical to non-technical departments like sales, customer service, marketing and commerce.
To understand how IT is approaching these demands and some of the challenges they face, Salesforce commissioned a global survey of 600 CIOs and IT decision makers.
Automation, yes (but not at any cost)
The vast majority (91%) of respondents report that demand for automation from business teams has increased over the last two years. Looking in more detail, the highest demand for automation came from four departments:
- Research and development (39%)
- Administrative/operations (38%)
- Customer service (33%)
- Marketing (26%)
The survey also reveals that existing technology stacks are impacting the speed at which IT teams are able to meet automation demands from the business.
Nearly all (96%) respondents said that modifying and rebuilding automations is a challenge as systems and business requirements change. In addition, 4 in 5 respondents said restructuring existing application and data landscapes to support automation would likely compound their organisation’s technical debt.
“Organisations across every industry want to automate processes and customer experiences as quickly as possible. However, if they try to go fast with the wrong tools and techniques, they’ll actually impede true innovation”, said Matt McLarty, Global Field CTO & VP of the Digital Transformation Office, MuleSoft. “It’s vital that organisations become more adaptable to technological change, enabling them to build automations and connect data and applications in a holistic manner. Without taking a more composable approach, organisations risk compounding rather than reducing their technical debt”.
Automation done right fuels efficient growth
As organisations attempt to unlock the full potential of automation to not only fuel growth, but create efficient growth in a quicker and less disruptive way, nearly half (44%) are now using integration and API management capabilities to fully support their business process automation efforts. A further 53% stated they were using integration and API management capabilities to “some extent”, indicating that there is a massive opportunity to more efficiently automate workflows at scale and deliver connected customer experiences faster.
This comes as more organisations seek to orchestrate their use of multiple technologies, tools, and platforms to automate business and IT processes in a hyperautomation strategy.
The survey reveals that 80% of organisations will have hyper-automation on their technology roadmap within the next 24 months, meaning that they need the right tools and capabilities to build and modify automations.
“Organisations should never just think that once a process is automated the job is done”, said McLarty. “If we’ve learned anything through this volatile period, in fact, it is that we need a new mentality when it comes to business”.
With a new, more composable mentality, McLarty says that any organisation can thrive.
“The organisations that thrive in the digital economy are the ones that adapt to changes the fastest”, continued McLarty. “For established companies, that means focusing on three things: growth with efficiency and sustainability, agility with safety at scale, and continuous innovation”.
