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Only 36% of IT leaders report that their organisation offers a completely connected customer experience

Posted on: March 1, 2019

MuleSoft has published its traditional Connectivity Benchmark Report for 2019* based on a survey taken by 650 IT leaders from global enterprises from the U.S., U.K., Germany, Netherlands, Australia, Singapore, and China. How is the role of IT evolving in the customer-centric era? What are the top challenges IT organizations face? Which digital transformation strategies are enterprises adopting to get ahead of the market? Here are 4 key trends and takeaways for IT leaders.

Trend no. 1: Connected Customer Experience becomes one of the most important goals of the Digital Transformation

Year after year, companies keep collecting large quantities of discrete data about their customers – locked away in silos of diverse IT systems; without any means to ensure consistency. Leaders are now aiming their main focus on figuring out how to aggregate and analyse these systems properly in order to put them to good use.

Having a holistic customer profile record that captures and aggregates data from across various channels and systems, enables an understanding of what’s really important to customers; and apply those customer insights to deliver personalized and engaging experiences.

Key takeaway

At the end of 2018, only 36% of IT leaders reported that their organization offered a completely connected customer experience. Nevertheless, improving the customer experience becomes the second most important goal for most organisations, right after their primary focus of increasing efficiency in IT.

Trend no. 2: Demands on IT keep growing disproportionate to the budgets

The delivery gap between what business is asking IT teams to deliver and what can actually be accomplished – keeps widening.

“New digital forces, such as Cloud, SaaS, IoT, Machine Learning and AI are creating not only opportunities, but also an unsustainable pressure on the already constrained elements within organisations. Therefore modern businesses need to understand that IT should focus not just on delivering projects to service immediate needs, but on building a composable platform within their organisation that supports both current and future requirements” – Kevin Jervis, CTO of Ricston, comments on the report.

Key takeaway

IT leaders are feeling more pressure in 2019 than ever before to rethink the way things have been done in the past. Despite the fact that IT project demands will increase by 32% this year, the majority (79%) of IT respondents will see a budget increase of less than 10%.

The IT delivery gap | Digital Transformation research © MuleSoft

The challenge is that the budget is further spent on disconnected technologies, whereas integration budget is not being increased at all (around 22% spent on integration both in 2018/2019) – and IT delivery gap continues to widen.

Trend no. 3: Disconnected legacy systems and infrastructure become the biggest pain of IT decision makers

For businesses that are willing to transform and gain agility – legacy modernisation is an obvious first step to make. By reducing technical debt, unlocking data silos and enabling connectivity across multiple back-end systems – one will achieve higher efficiency and remove the blocking factors stalling business innovation.

Key takeaway

When asked to rank their top three challenges, IT decision makers put legacy infrastructure and systems on top of their list (up from No. 3 in 2018). Furthermore, they report that the majority of their IT resource’s time remains dedicated to keeping the lights on instead of innovating new solutions for the business.

And while the number of individual applications in use in organizations remains high — more than half (53%) report having 800 or more applications in use, with 43% having 1,000 or more — the percentage of those that are connected or integrated remains stagnant at 29%.

Trend no. 4: Enterprises keep their main focus on hiring new people, DevOps and assets re-usability, but only 4 out of 10 will look for ways to leverage the API’s

One would say that there is no doubt that the use of API’s is on the rise, with Gartner, Forbes and others putting API’s in the centre of digital transformation and talking about API economy on a large scale.

But still only 39% of IT leaders report that they are working on their API programs to increase their organisations’ efficiency, and the vast majority of organisations haven’t yet recognised the full potential of API’s.

Key takeaway

Organizations that invest in their API programs are seeing significant financial rewards from leveraging APIs — on average, 25% of organizational revenues are generated from APIs and API-related implementations, according to those that own them.

We hope that this “bite-sized” summary has given you a good overview of the latest trends in Digital Transformation. If you want to receive more updates like this in the future, please subscribe to our monthly newsletter (below).


*Source: MuleSoft Inc

About MuleSoft, a Salesforce company

MuleSoft’s mission is to help organizations change and innovate faster by making it easy to connect the world’s applications, data and devices. With its API-led approach to connectivity, MuleSoft’s market-leading Anypoint Platform™ empowers over 1,400 organizations in approximately 60 countries to build application networks. By unlocking data across the enterprise with application networks, organizations can easily deliver new revenue channels, increase operational efficiency and create differentiated customer experiences. For more information, visit

MuleSoft is a registered trademark of MuleSoft, Inc, a Salesforce company. All other marks are those of respective owners.

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