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Posts tagged ‘Amazon’

The Most Innovative Companies of 2019 According to BCG

Google Press

Alphabet/Google is now the most innovative company in the world according to BCG, unseating Apple’s 13-year dominance of their annual rankings.

  • Alphabet/Google is now the most innovative company in the world according to BCG, unseating Apple’s 13-year dominance of their annual rankings.
  • Strong AI innovators are over three times more likely to have deep expertise in Big Data Analytics.
  • The ten most innovative companies in the world extensively use AI and platforms today to grow faster than competitors and markets.
  • T-MobileDow DuPontValeStryker, and Rio Tonto join the list of the top 50 most innovative companies for the first time this year.
  • Fastest movers include Adidas, who jumped from 35th to 10thSAP who increased from 42nd to 28th and Phillips who improved from 49th to 29th.

These and many other insights are from the Boston Consulting Group’s 13th annual report defining the world’s most innovative companies in 2019. The Most Innovative Companies 2019: The Rise of AI, Platforms, and Ecosystems is a fascinating glimpse into the rising importance of Artificial Intelligence (AI) and of platforms that support innovation. What makes this survey noteworthy is how it captures how AI’s use is rapidly expanding and how enterprises are relying on platforms to scale their efforts in this area. BCG is providing an Interactive Guide that compares the 50 most innovative companies in the world, sortable by industry, company and year. There’s also interactive analysis of Steady Innovators or those companies who’ve appeared on the list every year since 2005. There are breakouts of New Entrants, Returnees, and Movers for easier analysis. The report is available for download here (28 pp., PDF, free). Forbes also has an annual list of the world’s most innovative companies you can find here. The methodology Forbes uses is explained in the post, How We Rank The Most Innovative Companies 2018. Key insights from BCGs’ most innovative companies of 2019 include the following:

  • What differentiates the world’s most innovative companies are their creation and use of AI and platforms with Alphabet/GoogleAmazonApple, and Microsoft leading all others. Each of them is actively creating and providing AI-based applications, platforms and ecosystems that enable enterprises to improve customer experiences, creating entirely new revenue streams, business models and competitive advantages. Alphabet/Google has defined its direction as an “AI first” company, intentionally creating a culture of AI-driven innovation. The following is BCG’s list of the most innovative companies of 2019:

  • Enterprises who rate themselves strongest at innovation and better than average at AI base their self-evaluations on successfully changing customer experiences. BCG found that the most advanced enterprises using AI today are succeeding at changing customer experiences, creating new business models and measuring AI’s contribution to streamlining internal processes. 19.2% of all enterprises interviewed perceive themselves as being better than average at AI and strong innovators. The following graphic compares how enterprises rate themselves at AI versus their strength at innovation:

  • Strong AI innovators are over three times more likely to have deep expertise in Big Data Analytics. Enterprises who perceive themselves as strong AI innovators based on their success using AI to improve customer experiences, create new business models and streamline operations are two times as likely to be faster at adopting new technologies. They’re also 65% more likely to be actively targeting technology platforms to scale their AI initiatives and strategies further. The following graphic compares strong and weak innovators’ relative levels of adoption across 15 different innovation and product development categories:

  • Big Data Analytics, the speed of adopting tech, digital design, and technology platforms are the four areas enterprises who consider themselves strong innovators have the widest perceived advantage over weak innovators. When enterprises were asked which of the following 15 areas of innovation and product development will be the most impactful over the next 3 to 5 years, Big Data Analytics was far and away the most valued by strong versus weak innovators. Digital Design and Speed of Adopting Tech are two additional areas of innovation and product development that most differentiate the most and least innovative companies.

 

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10 Ways AI & Machine Learning Are Revolutionizing Omnichannel

Disney, Oasis, REI, Starbucks, Virgin Atlantic, and others excel at delivering omnichannel experiences using AI and machine learning to fine-tune their selling and service strategies. Source: iStock

Bottom Line: AI and machine learning are enabling omnichannel strategies to scale by providing insights into the changing needs and preferences of customers, creating customer journeys that scale, delivering consistent experiences.

For any omnichannel strategy to succeed, each customer touchpoint needs to be orchestrated as part of an overarching customer journey. That’s the only way to reduce and eventually eliminate customers’ perceptions of using one channel versus another. What makes omnichannel so challenging to excel at is the need to scale a variety of customer journeys in real-time as customers are also changing.

89% of customers used at least one digital channel to interact with their favorite brands and just 13% found the digital-physical experiences well aligned according to Accenture’s omnichannel study. AI and machine learning are being used to close these gaps with greater intelligence and knowledge. Omnichannel strategists are fine-tuning customer personas, measuring how customer journeys change over time, and more precisely define service strategies using AI and machine learning. Disney, Oasis, REI, Starbucks, Virgin Atlantic, and others excel at delivering omnichannel experiences using AI and machine learning for example.

Omnichannel leaders including Amazon use AI and machine learning to anticipate which customer personas prefer to speak with a live agent versus using self-service for example. McKinsey also found omnichannel customer care expectations fall into the three categories of speed and flexibility, reliability and transparency, and interaction and care. Omnichannel customer journeys designed deliver on each of these three categories excel and scale between automated systems and live agents as the following example from the McKinsey article, How to capture what the customer wants illustrate:

The foundation all great omnichannel strategies are based on precise customer personas, insight into how they are changing, and how supply chains and IT need to flex and change too. AI and machine learning are revolutionizing omnichannel on these three core dimensions with greater insight and contextual intelligence than ever before.

10 Ways AI & Machine Learning Are Revolutionizing Omnichannel

The following are 10 ways AI & machine learning are revolutionizing omnichannel strategies starting with customer personas, their expectations, and how customer care, IT infrastructure and supply chains need to stay responsive to grow.

  1. AI and machine learning are enabling brands, retailers and manufacturers to more precisely define customer personas, their buying preferences, and journeys. Leading omnichannel retailers are successfully using AI and machine learning today to personalize customer experiences to the persona level. They’re combining brand, event and product preferences, location data, content viewed, transaction histories and most of all, channel and communication preferences to create precise personas of each of their key customer segments.
  2. Achieving price optimization by persona is now possible using AI and machine learning, factoring in brand and channel preferences, previous purchase history, and price sensitivity. Brands, retailers, and manufacturers are saying that cloud-based price optimization and management apps are easier to use and more powerful based on rapid advances in AI and machine learning algorithms than ever before. The combination of easier to use, more powerful apps and the need to better manage and optimize omnichannel pricing is fueling rapid innovation in this area. The following example is from Microsoft Azure’s Interactive Pricing Analytics Pre-Configured Solution (PCS). Source: Azure Cortana Interactive Pricing Analytics Pre-Configured Solution.

  1. Capitalizing on insights gained from AI and machine learning, omnichannel leaders are redesigning IT infrastructure and integration so they can scale customer experiences. Succeeding with omnichannel takes an IT infrastructure capable of flexing quickly in response to change in customers’ preferences while providing scale to grow. Every area of a brand, retailer or manufacturer’s supply chain from their supplier onboarding, quality management and strategic sourcing to yard management, dock scheduling, manufacturing, and fulfillment need to be orchestrated around customers. Leaders include C3 Solutions who offers a web-based Yard Management System (YMS) and Dock Scheduling System that can integrate with ERP, Supply Chain Management (SCM), Warehouse Management Systems (WMS) and many others via APIs. The following graphic illustrates how omnichannel leaders orchestrate IT infrastructure to achieve greater growth. Source: Cognizant, The 2020 Customer Experience.

  1. Omnichannel leaders are relying on AI and machine learning to digitize their supply chains, enabling on-time performance, fueling faster revenue growth. For any omnichannel strategy to succeed, supply chains need to be designed to excel at time-to-market and time-to-customer performance at scale. 54% of retailers pursuing omnichannel strategies say that their main goal in digitizing their supply chains was to deliver greater customer experiences. 45% say faster speed to market is their primary goal in digitizing their supply chain by adding in AI and machine learning-driven intelligence. Source: Digitize Today To Future-Proof Tomorrow (PDF, 16 pp., opt-in).

  1. AI and machine learning algorithms are making it possible to create propensity models by persona, and they are invaluable for predicting which customers will act on a bundling or pricing offer. By definition propensity models rely on predictive analytics including machine learning to predict the probability a given customer will act on a bundling or pricing offer, e-mail campaign or other call-to-action leading to a purchase, upsell or cross-sell. Propensity models have proven to be very effective at increasing customer retention and reducing churn. Every business excelling at omnichannel today rely on propensity models to better predict how customers’ preferences and past behavior will lead to future purchases. The following is a dashboard that shows how propensity models work. Source: customer propensities dashboard is from TIBCO.

  1. Combining machine learning-based pattern matching with a product-based recommendation engine is leading to the development of mobile-based apps where shoppers can virtually try on garments they’re interested in buying. Machine learning excels at pattern recognition, and AI is well-suited for creating recommendation engines, which are together leading to a new generation of shopping apps where customers can virtually try on any garment. The app learns what shoppers most prefer and also evaluates image quality in real-time, and then recommends either purchase online or in a store. Source: Capgemini, Building The Retail Superstar: How unleashing AI across functions offers a multi-billion dollar opportunity.

  1. 56% of brands and retailers say that order track-and-traceability strengthened with AI and machine learning is essential to delivering excellent customer experiences. Order tracking across each channel combined with predictions of allocation and out-of-stock conditions using AI and machine learning is reducing operating risks today. AI-driven track-and-trace is invaluable in finding where there are process inefficiencies that slow down time-to-market and time-to-customer. Source: Digitize Today To Future-Proof Tomorrow (PDF, 16 pp., opt-in).
  2. Gartner predicts that by 2025, customer service organizations who embed AI in their customer engagement center platforms will increase operational efficiencies by 25%, revolutionizing customer care in the process. Customer service is often where omnichannel strategies fail due to lack of real-time contextual data and insight. There’s an abundance of use cases in customer service where AI and machine learning can improve overall omnichannel performance. Amazon has taken the lead on using AI and machine learning to decide when a given customer persona needs to speak with a live agent. Comparable strategies can also be created for improving Intelligent Agents, Virtual Personal Assistants, Chatbot and Natural Language (NLP) performance.  There’s also the opportunity to improve knowledge management, content discovery and improve field service routing and support.
  3. AI and machine learning are improving marketing and selling effectiveness by being able to track purchase decisions back to campaigns by channel and understand why specific personas purchased while others didn’t. Marketing is already analytically driven, and with the rapid advances in AI and machine learning, markets will for the first time be able to isolate why and where their omnichannel strategies are succeeding or failing. By using machine learning to qualify the further customer and prospect lists using relevant data from the web, predictive models including machine learning can better predict ideal customer profiles. Each omnichannel sales lead’s predictive score becomes a better predictor of potential new sales, helping sales prioritize time, sales efforts and selling strategies.
  4. Predictive content analytics powered by AI and machine learning are improving sales close rates by predicting which content will lead a customer to buy. Analyzing previous prospect and buyer behavior by persona using machine learning provides insights into which content needs to be personalized and presented when to get a sale. Predictive content analytics is proving to be very effective in B2B selling scenarios, and are scaling into consumer products as well

Where Cloud Computing Jobs Will Be In 2019

  • $146,350 is the median salary for cloud computing professionals in 2018.
  • There are 50,248 cloud computing positions available in the U.S. today available from 3,701 employers and 101,913 open positions worldwide today.
  • Oracle (NYSE: ORCL), Deloitte and Amazon (NASDAQ: AMZN) have the most open cloud computing jobs today.
  • Java, Linux, Amazon Web Services (AWS), Software Development, DevOps, Docker and Infrastructure as a Service (IaaS) are the most in-demand skills.
  • Washington DC, Arlington-Alexandria, VA, San Francisco-Oakland-Hayward, CA, New York-Newark-Jersey City, NY, San Jose-Sunnyvale-Santa Clara, CA, Chicago-Naperville-Elgin, IL, are the top five cities where cloud computing jobs are today and will be in 2019.

Demand for cloud computing expertise continues to increase exponentially and will accelerate in 2019. To better understand the current and future direction of cloud computing hiring trends, I utilized Gartner TalentNeuron. Gartner TalentNeuron is an online talent market intelligence portal with real-time labor market insights, including custom role analytics and executive-ready dashboards and presentations. Gartner TalentNeuron also supports a range of strategic initiatives covering talent, location, and competitive intelligence.

Gartner TalentNeuron maintains a database of more than one billion unique job listings and is collecting hiring trend data from more than 150 countries across six continents, resulting in 143GB of raw data being acquired daily. In response to many Forbes readers’ requests for recommendations on where to find a job in cloud computing, I contacted Gartner to gain access to TalentNeuron.

Key takeaways include the following:

  • $146,350 is the median salary for cloud computing professionals in 2018.  Cloud computing salaries have soared in the last two years, with 2016’s median salary being $124,300 a jump of $22,050. The following graphic shows the distribution of salaries for 50,248 cloud computing jobs currently available in the U.S. alone. Please click on the graphic to expand for easier reading.

  • The Hiring Scale is 78 for jobs that require cloud computing skill sets, with the average job post staying open 46 days. The higher the Hiring Scale score, the more difficult it is for employers to find the right applicants for open positions. Nationally an average job posting for an IT professional with cloud computing expertise is open 46 days. Please click on the graphic to expand for easier reading.

  • Washington, DC – Arlington-Alexandria, VA leads the top twenty metro areas that have the most open positions for cloud computing professionals today. Mapping the distribution of job volume, salary range, candidate supply, posting period and hiring scale by Metropolitan Statistical Area (MSA) or states and counties are supported by Gartner TalentNeuron.  The following graphic is showing the distribution of talent or candidate supply.  These are the markets with the highest supply of talent with cloud computing skills.

  • Oracle (NYSE: ORCL), Deloitte and Amazon (NASDAQ: AMZN) have the most open cloud computing jobs today. IBM, VMWare, Capital One, Microsoft, KPMG, Salesforce, PricewaterhouseCoopers, U.S. Bank, and Booz Allen Hamilton, Raytheon Corporation, SAP, Capgemini, Google, Leidos and Nutanix all have over 100 open cloud computing positions today.

10 Charts That Will Change Your Perspective Of Amazon Prime’s Growth

    • 70% of Americans with incomes of $150,000 or more who shop online have Amazon Prime memberships.
    • Amazon Prime international customers will grow at a 56% compound annual growth rate (CAGR) between 2016 to 2018.
    • Amazon shipped more than 5 billion items in 2017 with Prime worldwide.
    • By 2022 there will be 56 million Amazon Prime Video subscribers in the U.S., and 122 million worldwide.

Net Sales at Amazon reached $177.9B in 2017, a 31% increase from $136B in 2016 and Net Income increased from $2.4B in 2016 to $3B in 2017. Their fourth quarter, 2017 financial results are available here. Their latest financial results also reflect how increasing operating expenses are squeezing margins as the company builds out their fulfillment network in international markets, technology, content, and marketing efforts.

Amazon Prime is an annual membership program that includes unlimited free shipping of over 100 million items, access to unlimited instant streaming of thousands of movies and TV episodes, Alexa voice shopping, unlimited free access to thousands of Kindle books and content. Amazon Prime also includes free same day delivery on selected products, in addition to planned services Amazon is fine-tuning for launch later this year.

Revenue for online subscriptions to services like its Amazon Prime membership, Audible, Prime Video, and Prime Music Unlimited was up 49% year over year, handily outpacing the 20% year-over-year revenue growth from its online store segment. In January 2018 Amazon raised the price for Prime membership $2 to $12.99 for customers making monthly payments, totaling $156 per year. Amazon chose to leave the Prime membership price at $99 for those customers choosing to make one annual payment. Investment firm Cowen & Company estimates the $2 price increase to Prime subscribers who pay monthly will generate an additional $300M in revenue.

The following ten charts provide insights into Amazon Primes’ explosive growth:

  • 51% of U.S. households will be Amazon Prime subscribers in 2018, up from 45% in 2017 with Prime subscribers spending up to 4.6X more than non-prime customers. Morgan Stanley estimates that the average Amazon Prime customer spent $2,486 over the last twelve months compared to $544 for non-Prime Amazon customers. Source: Amazon Disruption Symposium Where so Far? Where to Next? Who is Safe?, Morgan Stanley, September 18, 2017. (PDF, 88 pp., no opt-in).

  • There are an estimated 90 million paying Amazon Prime subscribers in the United States today according to Consumer Intelligence Research Partners and Statista. Amazon was able to grow Prime memberships from 63 million in June 2016 to 90 million in September of last year. From just 25 million members in December 2013 to 90 million in September of last year, Amazon has been able to attain a 29.2% CAGR of subscribers over the last five years. Statista found that Amazon Prime members spend an average of $1,300 per year compared to non-Prime members who spend $700 annually. Source: Statista.   

  • 70% of Americans with incomes of $150,000 or more who shop online have Amazon Prime memberships. Alexa, Echo, Dash, IoT, Smart Home and Prime Now delivery services are predicated on attracting and retaining Prime customers who have higher disposable incomes and are willing to pay for convenience. Amazon realizes the most profitable Prime customers they have are facing a continual time shortage due to demanding jobs and travel schedules. The Prime services roadmap continues to reflect convenience and speed to serve high-income families, many of which have two wage earners, where time is at a premium. Source: Statista.

  • 46% of Amazon Prime subscribers buy something online using the benefits of their subscription at least once a week. In contrast, only 13% of non-Prime Amazon shoppers make weekly purchases. Amazon’s proliferation of services helps to keep Prime customers coming back. Combining a broad services portfolio and real-time convenience on a trusted platform, Amazon has found a way to become indispensable to customers who have high disposable incomes and little extra time. Source: Nearly Half of US Households Are Now Amazon Prime Subscribers, eMarketer Retail. January 30, 2018.

  • Amazon Prime international customers will grow at a 56% compound annual growth rate (CAGR) between 2016 to 2018, growing over two times as fast as the S. Prime customer base while expectations of shorter delivery times increase. Morgan Stanley estimates there will be 62 million U.S.-based Amazon Prime customers by the end of 2018, growing from an estimated 54 million in 2017. International Prime subscribers are projected to grow from 18 million in 2018 to 45 million in 2018. Source: Amazon Disruption Symposium Where so Far? Where to Next? Who is Safe?, Morgan Stanley, September 18, 2017. (PDF, 88 pp., no opt-in).

  • By 2022 there will be 56 million Amazon Prime Video subscribers alone in the U.S., and 122 million worldwide. Within four years it’s projected that Amazon Prime Video will grow its customer base globally to 122 million subscribers, with 45.9% from the U.S. alone. Amazon’s Source: Statista.

  • Amazon Prime Video is the primary growth catalyst for Amazon to gain new subscribers in Japan, Germany, and the UK. Amazon Prime membership jumped 16% in Japan in just three months following the launch of Prime Instant Video. Prime subscriber rates increased in the UK and Germany with the introduction of Prime Instant Video. Source: Amazon Disruption Symposium Where so Far? Where to Next? Who is Safe?, Morgan Stanley, September 18, 2017. (PDF, 88 pp., no opt-in).

  • 63% of Amazon online shopping users are also subscribers to Amazon Prime today. Gaining new Prime subscribers from existing online users have started to slow down compared to other areas of Amazon Prime growing at double-digit growth rates. Amazon’s strategy of broadening the base of services and devices including Alexa to attract new subscribers shows signs of working according to their latest financial results. Source: Statista.

  • Amazon Prime has 3.4 times the number of customers acquired Whole Foods Market has and is changing the pricing and profitability of food retailing now. Amazon is actively re-ordering the food retailing landscape by capitalizing on the scale of their operations in the supply chain, logistics and fulfillment operations. Morgan Stanley found that the primary reason customers aren’t shopping at Whole Foods Markets is the perception of lower prices elsewhere. Amazon’s selective reduction of prices at Whole Foods Markets is margin-driven today. Source: Amazon Disruption Symposium Where so Far? Where to Next? Who is Safe?, Morgan Stanley, September 18, 2017. (PDF, 88 pp., no opt-in).

  • Amazon is combining Prime Now 1 to 2-hour deliveries and Whole Foods Market local inventory to fuel and scale a profitable grocery delivery business. One of the most attractive benefits of Prime membership is the flexibility of ordering products for 1 to 2-hour By increasing the variety of products deliverable by the Prime Now service, Amazon is scaling its home delivery business profitably. Source: Amazon Disruption Symposium Where so Far? Where to Next? Who is Safe?, Morgan Stanley, September 18, 2017. (PDF, 88 pp., no opt-in).

Data Sources on Amazon Prime and their latest reported financial results:

Amazon Disruption Symposium Where so Far? Where to Next? Who is Safe?, Morgan Stanley, September 18, 2017. (PDF, 88 pp., no opt-in)

Amazon has around 80 million reasons to be excited for Prime Day, Business Insider. July 10, 2017

Amazon hikes the price of Prime monthly memberships by 18%, CNN, January 19, 2018

Amazon nipping at Netflix’s heels, IHS Markit, January 16, 2018

Amazon Prime Had A Ridiculously Good 2017, Slash Gear January 2, 2018

Amazon Prime had its best year of sign-ups ever, Quartz, Alison Griswold.

Amazon Prime Hits 90 Million US Members, Consumer Intelligence Research Partners, October 18, 2017 (PDF, 22 pp., no opt-in)

Amazon Prime’s Monthly Price Hike Will Generate $300 Million a Year, Bloomberg & Company, January 22, 2018

Don’t Overlook These Metrics From Amazon.com, Inc.’s Fourth Quarter, NASDAQ. February 10, 2018

For the wealthiest Americans, Amazon Prime has become the norm, Recode, June 8, 2017

Here’s How Much Amazon Prime Customers Spend Per Year, Fortune, October 18, 2017

Nearly Half of US Households Are Now Amazon Prime Subscribers, eMarketer Retail, January 30, 2018

Number of Amazon Prime Video subscribers worldwide in selected countries in 2022 (in millions), Statista, 2018.

Pros and Cons of Amazon Prime, Consumer Reports, February 22, 2018

Sixty-Four Percent Of U.S. Households Have Amazon Prime, Forbes, June 17, 2017

Why Amazon Bought Whole Foods, The Atlantic, June 16, 2017

21 Most Admired Companies Making IT A Competitive Advantage

time-and-IT-competitive-advantage1-300x215All enterprises, regardless of what they produce or the services they deliver, are really information businesses.

The accuracy, speed and precision of IT systems means the difference between winning or losing customers, keeping supply chains profitable, and solidly translating new concepts into revenue-producing products and services.  The world’s best-run services businesses have customer-driven IT as part of their DNA; it is very much who these companies are internally.

In the recently published Garter report CEO and Senior Executive Survey 2013: 21 Top Companies Admired for Competitive IT  completed between October and December, 2012, which was part of the 2013 CEO and Senior Business Executive Survey, C-level respondents were asked to name the companies they most admired in terms of their ability to apply IT-related business capabilities for competitive advantage.   Respondents were also asked to limit their responses only to their own and related industries.

391 respondents participated in the survey with 147 being CEOs, 149, CFOs; 49, COOs; and 46 being board members including Chairman of the board and president.  Geographic distribution included 152 respondents from North America; 124 from Europe; 78 from Asia/Pacific; 20 from Brazil; 12 from South Africa; and 5 from the Middle East with minimum company size being $250M in annual sales or above.

The following is the list of the world’s most admired companies using IT for competitive advantage.

Most Admired Companies Making IT A Competitive Advantage

Accenture
Amazon
Apple
Cleveland Clinic
General Electric
Goldman Sachs
Google
Hospital Corporation of America
IBM
Intermountain Healthcare
JP Morgan Chase
Kaiser Permanente
Mayo Clinic
Microsoft
Nestle
Proctor & Gamble
Progressive Insurance
Schlumberger
Target
Toyota
Wells Fargo

Key Take-Aways

  • Customer-driven IT is the single most admired trait of all 21 companies in the list.  Associated with this attribute is the proven ability of these enterprises to manage complex e-commerce systems & platforms, support multichannel management, in addition to continually show the ability to innovate quickly.
  • Enterprises need to consider how the business successes their investments in  IT are enabling can be used for branding and recruitment.   Providing benchmark performance data and stories of how IT helped create entirely new markets and solve customer problems needs to be used for recruiting.  Many of the 21 companies mentioned are doing this, using success stories as a catalyst for driving recruitment efforts for analytics, cloud computing and systems integration experts.
  • Don’t underestimate the disruptive power of cloud computing and mobility to completely re-order enterprise systems quickly.  Gartner mentions that there are enterprises whose IT organizations would have made the list had they not slowed down.  While not directly stated, Gartner warns IT departments to not become complacent over time.  From personal experience working in IT departments however, it is clear that complacency is a leading career hazard.  It’s imperative for CIOs to keep challenging their organizations to stay intensely focused on new developments, seeking out how they can be used to strengthen business strategies.
  • Four of the top five factors that most impressed respondents about the admired companies are customer-related.  Customer-facing IT (15%); followed by an integrated/standardized/unified IT organization and process framework (13%); exceptional use of CRM (11%); customer-centered innovation (9%);  and product design & offerings (9%) are the most mentioned attributes of the highest-performing companies. Multiple responses were allowed to this area of the survey.  The following graphic provides an analysis of which factors most impressed the C-level executives who were respondents to the survey.

What Impressed Business Leaders Most

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