Nearly Two-Thirds of IT Infrastructure Expected to be Outsourced by 2020
An annual study commissioned by Savvis, Inc., a provider of cloud infrastructure and hosted IT solutions for enterprises, predicts the number of companies that outsource their IT infrastructure will increase globally from 17 percent today to 64 percent in 2020. Sixty-one percent of respondents believe managing IT in-house provides no competitive advantage and has to stop.
In looking at 2010, organizations cited cost savings (58 percent) and growing revenue (54 percent) as their top strategic priorities. The biggest issue facing organizations is having to doing more with less budget (54 percent). When asked what factors prevent their organizations from outsourcing all elements of their IT infrastructure, survey respondents cited company culture (43 percent) and sunk costs where IT assets are already paid for and owned (37 percent).
"Show Me the Value!" Say British Consumers
Convergys' second annual consumer research study demonstrated that the recession has increased UK consumer demand for excellence in customer service. 79% of the consumers surveyed reported that the service they receive is the same or worse than it was a year ago and two in three people (5% increase on last year) are more than prepared to complain about it, in the hope getting resolution. Meanwhile, the study results also highlighted that one in four customer service representatives polled felt that they were less equipped with the necessary tools to offer a better service than last year, with only 38% believing an improved customer service.
85% of survey respondents who had a bad experience with a company also told their friends and colleagues about it, spreading the word through face-to-face chats, e-mails, text messages and social media, which has immense power to amplify the voice of the frustrated consumer widely among a company's customers and potential customers. Interestingly, this trend did not belong just to the social media savvy Millennial, but stretched across all of the age groups surveyed.
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