Story image

Failing IT systems a big barrier to DX, a new survey shows

27 Jun 2018

Failing critical digital services and applications are negatively affecting productivity and customer experience, according to nearly 70% of respondents to survey by Riverbed, a provider of digital performance consultancy.

The Riverbed Digital Performance Global Survey 2018 also found that business decision-makers in Australia almost unanimously (99%) agree that optimising digital performance is essential to business performance.

The global survey, which includes responses from 1,000 business decision-makers at companies with $500 million or more in revenue, including 100 in Australia, also found 95% of Australian businesses acknowledge significant challenges when it comes to achieving a more successful digital strategy.

The most common barriers to advancing digital strategies and delivering the performance and customer experience required in today’s digital world were budget constraints (55%), complex and rigid legacy IT infrastructure (41%) and lack of visibility (46%).

“Nearly all Australian business decision-makers we surveyed acknowledged the tremendous opportunity that maximising digital performance can have on the user experience and bottom line, while simultaneously highlighting the real challenges they face when it comes to making their digital visions reality,” says Riverbed Technology A/NZ VP Keith Buckley.

Of the nearly 70% reporting that critical digital services and applications are failing at least a few times per month and impacting productivity and the end user experience, nearly 20% experience failures at least several times a week.  

And when critical digital services fail, every minute matters.

Just under half (46%) of the survey respondents say the maximum acceptable time to resolve digital performance issues is within an hour, and nearly 15% said within minutes, recognising a digital service failure can cost companies millions of dollars in lost revenue, and significantly impact customer loyalty and brand reputation.

Smart business leaders are looking to put greater emphasis on the management tools and infrastructure underlying digital services.

In fact, 97% say that visibility across the digital experience is critical to measure and manage it successfully, and the majority (97%) of Australian business decision makers believe that a modern IT architecture that delivers greater agility is important to improving digital performance.

More than half (57%) of Australian business decision makers agree time is of the essence and say it is critical their company invests in improving the digital experience for users or customers in the next 12 months.

Microsoft appoints new commercial and partner business director
Bowden already has almost a decade of Microsoft relationship management experience under her belt, having joined the business in 2010.
Zoom’s new Rooms and Meetings features
Zoom has released information about the upcoming releases for its Rooms and Meeting offerings for 2019.
Aussie company set to democratise direct-to-orbit IoT access
Adelaide-based Myriota has released a developer toolkit that has been trialled and tested by a smart waste management platform.
Apple's AirPods now come with 'Hey Siri' functionality
The new AirPods come with a standard case or a Wireless Charging Case that holds additional charges for more than 24 hours of listening time.
Dynatrace takes pole position in APM Magic Quadrant
It placed highest on Ability to Execute and furthest on Completeness of Vision in the 2019 Quadrant for Application Performance Monitoring (APM).
HCL and Xerox expand strategic partnership
Under the terms of the agreement, HCL will manage portions of Xerox’s shared services, including global administrative and support functions.
Avaya expands integration with Google Cloud AI
This includes embedding Google’s machine learning within conversation services for the contact centre, enabling integration of AI capabilities.
Forrester names Crowdstrike leader in incident response
The report provides an in-depth evaluation of the top 15 IR service providers across 11 criteria.