AI and Automation Take Center Stage as IT Demands Rise: Salesforce Survey
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A new survey from Salesforce has revealed that AI and automation will be critical drivers for enterprise IT teams as they face the increasing demands of a turbulent macro environment.
The study, conducted between February and April 2023, involved 4,000 IT decision makers from North America, Latin America, Asia Pacific and Europe. It examined the mindset, top priorities and pain points of these leaders in today's business conditions and identified an urgent need to improve efficiency and productivity, with AI and automation in play.
The findings highlight the critical role that artificial intelligence, including generative AI, could play in streamlining IT operations in the near future.
ChallengesAs customer and business needs evolve, IT leaders tasked with configuring stakeholders for future success are striving to better meet expectations while demonstrating value. However, the stakes are so high that nearly two-thirds (62%) struggle to meet business demands.
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Register nowEven more concerning is that these numbers are only expected to increase, with 74% of respondents expecting requests to increase further over the next 18 months.
"IT departments continue to be asked to do more with less, reduce costs, deploy products faster, and deliver better customer and employee experiences. It's therefore critical that CIOs and IT leaders focus on operational efficiency and process excellence," said Param Kahlon, executive vice president and general manager of automation and integration at Salesforce. "By doing so, teams will be more productive and successful in the future."
AI and automation to the rescueWhile AI and automation have been helping businesses for some time, current IT needs position the technologies for mainstream adoption. In the survey, 78% of IT leaders said the role of AI in their organization is already well defined, with top uses being service operations optimization, new AI-based products, customer service analytics, and customer segmentation.
Respondents said automation could save them an average of 1.9 hours per week per employee. They automate workflows, including order management, IT operations management, IT service management, IT asset management, and customer service.
According to IT leaders, generative AI, a key element of consumer AI, should be one of the main drivers of these applications. A separate investigation
Access our on-demand library to view VB Transform 2023 sessions. Sign up here
A new survey from Salesforce has revealed that AI and automation will be critical drivers for enterprise IT teams as they face the increasing demands of a turbulent macro environment.
The study, conducted between February and April 2023, involved 4,000 IT decision makers from North America, Latin America, Asia Pacific and Europe. It examined the mindset, top priorities and pain points of these leaders in today's business conditions and identified an urgent need to improve efficiency and productivity, with AI and automation in play.
The findings highlight the critical role that artificial intelligence, including generative AI, could play in streamlining IT operations in the near future.
ChallengesAs customer and business needs evolve, IT leaders tasked with configuring stakeholders for future success are striving to better meet expectations while demonstrating value. However, the stakes are so high that nearly two-thirds (62%) struggle to meet business demands.
EventVB Transform 2023 on demand
Did you miss a session of VB Transform 2023? Sign up to access the on-demand library for all of our featured sessions.
Register nowEven more concerning is that these numbers are only expected to increase, with 74% of respondents expecting requests to increase further over the next 18 months.
"IT departments continue to be asked to do more with less, reduce costs, deploy products faster, and deliver better customer and employee experiences. It's therefore critical that CIOs and IT leaders focus on operational efficiency and process excellence," said Param Kahlon, executive vice president and general manager of automation and integration at Salesforce. "By doing so, teams will be more productive and successful in the future."
AI and automation to the rescueWhile AI and automation have been helping businesses for some time, current IT needs position the technologies for mainstream adoption. In the survey, 78% of IT leaders said the role of AI in their organization is already well defined, with top uses being service operations optimization, new AI-based products, customer service analytics, and customer segmentation.
Respondents said automation could save them an average of 1.9 hours per week per employee. They automate workflows, including order management, IT operations management, IT service management, IT asset management, and customer service.
According to IT leaders, generative AI, a key element of consumer AI, should be one of the main drivers of these applications. A separate investigation
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