securing trust
Data Ethics
CX is Central
Internal Innovation
Powering Disruption
Cyberattacks and privacy breaches have caused reputational harm, and tech execs say it’s their top digital threat. But recent investments to respond to growing cyber threats and calls for data privacy are improving trust with customers.
Securing Trust
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View the methodology
Even as tech companies ask for a national data privacy law, the gold standard in data is not just compliance, it’s ethics. Tech companies must proactively address emerging issues like AI bias and ethical data collection.
Data Ethics
CX Is Central
Tech companies know that best-in-class solutions can’t be built without best-in-class processes and technology, and the COVID-19 pandemic made clear the importance of effective infrastructure.
Internal Innovation
Tech companies’ products and services are also critical drivers of numerous industries’ digital transformation. When every company thinks of themselves as a tech company, opportunities abound for tech enablers to diversify revenue.
Powering Disruption
The 2020 Technology Digital Transformation Survey was conducted by Rabin Research Company, an independent marketing research firm.
Methodology
Executive Titles
Executive Titles
Annual Revenues
Annual Revenues
$751 Million to just under $1 Billion
29%
$1 Billion to just under $2 Billion
14%
$2 Billion to $3 Billion
11%
$501 Million to $750 Million
22%
$250 Million to $500 Million
24%
Annual Revenues
Tech
51%
Non-Tech
49%
Executive Titles
Chief Information Officer
or Chief Information
Security Officer
26%
Chief Executive Officer
11%
Chief Financial Officer
14%
Chief Operating Officer
10%
Chief Marketing Officer
5%
Chief Technology Officer or Chief Innovation Officer
25%
Line of Business Executive
9%
Building Resilience & Trust Through Transformation
2020 Technology Digital Transformation Survey
We surveyed 100 C-suite executives at middle market technology companies on their plans for digital transformation. While the world has shifted following COVID-19, the influence of the tech industry across businesses has only increased. View the top 5 takeaways:
Security practices in place
Current Focus Areas for CX Improvement
In an industry known for speed, innovation and exacting standards for product development, improving customer experience is a top-cited business objective. A consistent, reliable CX has also been top of mind in context of the global pandemic.
Transformation Focus Areas
Tech companies are helping to disrupt key industries
Security Analytics
82%
Data Encryption
78%
Continuous Threat Monitoring
77%
Managed Security Services
72%
Industrial Controls Systems Security
60%
say customers’ level of trust in their company has increased in the past year
56%
impact on trust
Do you have a data ethics policy in place?
Yes
79%
No, but we plan to put
one in place
19%
No, and we don’t currently have plans to put one in place
2%
How are you responding to new data privacy regulations and norms?
Revising Privacy Policies and Processes
98%
Providing Training
for Employees
97%
Performing a Data Mapping Exercise
95%
Automating Compliance Processes
91%
Performing a Readiness Assessment
87%
Reviewing Third-Party Agreements
83%
Updating Privacy Disclosures
76%
Quality of customer support
55%
1
2
Speed of customer support
51%
3
Consistency
42%
4
Personalization
41%
User-friendliness/ design
(tie)
IT
60%
56%
Cloud Computing
97%
Advanced Analytics
92%
Artificial Intelligence
92%
Internet
of Things
90%
Blockchain/ DLT
87%
Projects Planned - Next 12 Months
Projects Planned - Next 12 Months
Current Projects
Current Projects
All Industry Respondents
All Industry Respondents
Tech Respondents
Tech Respondents
WHICH DIGITAL ENABLERS ARE YOU CURRENTLY OR CONSIDERING DEPLOYING?
Core Business Operations
Current Projects
41%
40%
Projects Planned - Next 12 Months
Tech Respondents
93%
91%
87%
86%
75%
All Industry Respondents
36%
Manufacturing
33%
Retail
32%
Life Sciences
26%
Healthcare
23%
Financial Services
19%
Natural Resources
17%
Restaurants
14%
Nonprofit
13%
Real Estate
10%
Other
we surveyed 100 TECH C-Level Executives
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General
Energy
Financial Services
Healthcare
Retail
Industry 4.0
&
* This survey was conducted in late 2019, prior to the global COVID-19 pandemic.