A Forrester Consulting Thought Leadership Spotlight Commissioned By VMware
September 2020
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To Recover From The Pandemic , Automate Operations To Free Budget For Innovation
COVID-19 Recontact Results From The March 2020 Thought Leadership Paper , “ Improving Customer Experience And Revenue Starts With The App Portfolio ”
TO RECOVER FROM THE PANDEMIC , AUTOMATE OPERATIONS TO FREE BUDGET FOR INNOVATION
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The global COVID-19 pandemic has impacted nearly every aspect of our lives and businesses . The way executives are modernising their application portfolios is no exception . Many enterprises and executives are suddenly shifting their software priorities , moving some projects to the front of the queue and pushing others back . Executives who remain positive and continue to experiment with new technologies and processes will learn the most from this crisis and position their companies to stay ahead of the curve . Conversely , executives who hunker down to avoid risk by sticking with older tools , technologies , and processes will find their businesses further behind than when the crisis started .
Prior to the pandemic , VMware commissioned Forrester Consulting to evaluate executive sentiments about the state of their current application portfolios , their ability to create terrific end customer experiences , and the connection between the two . Forrester conducted an online survey of 614 respondents and six interviews with CIOs and SVPs from global enterprises across six industries to explore these sentiments .
In July 2020 , VMware commissioned Forrester Consulting to evaluate how the pandemic has impacted those same executives and their ability to modernise their application portfolios . Forrester conducted an online recontact survey of 204 respondents from the original . We found that rapidly changing business and customer demands have had a significant impact on executives ’ priorities . In the original study , we saw that executives found customer experience ( CX ) to be critical ; the pandemic has forced these executives to take a narrower focus and find the specific problems impacting CX and transform them . p
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