The big picture

Business objectives (12 months)

Digital transformation
COVID accelerated the pace of digital transformation—and it shows no sign of slowing. In the short-term, medium and large enterprises made IT infrastructure their third-biggest priority (32% and 27%, respectively). It slips to sixth for small enterprises (16.8%).
Customer experience
It wasn’t so long ago that ‘customer experience’ needed defining at many business meetings. Now it is the second-biggest priority for medium and large enterprises (39% and 43%, respectively), and third-biggest for small enterprises (31%). Long-term plans only elevate its importance for medium and large enterprises (44% for both).
Operational efficiencies
Increasing operational efficiencies ranked as the most common priority across all enterprises in the short-term—and in the long-term (2 years). But note the nuance: 64% of medium enterprises cited it, more than 10% higher than both small (53%) and large enterprises (51%).
27%
32%
17%
small
large
medium
43%
39%
31%
small
large
medium
53%
64%
51%
small
large
medium
17%
Digital transformation
COVID accelerated the pace of digital transformation—and it shows no sign of slowing. In the short-term, medium and large enterprises made IT infrastructure their third-biggest priority (32% and 27%, respectively). It slips to sixth for small enterprises (16.8%).
Customer experience
It wasn’t so long ago that ‘customer experience’ needed defining at many business meetings. Now it is the second-biggest priority for medium and large enterprises (39% and 43%, respectively), and third-biggest for small enterprises (31%). Long-term plans only elevate its importance for medium and large enterprises (44% for both).
Operational efficiencies
Increasing operational efficiencies ranked as the most common priority across all enterprises in the short-term—and in the long-term (2 years). But note the nuance: 64% of medium enterprises cited it, more than 10% higher than both small (53%) and large enterprises (51%).

The big picture

Business objectives (12 months)

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