Telstra study: 93% of businesses have changed their IT priorities due to COVID-19

June 18, 2020

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Telstra today published a new white paper identifying the technological challenges and the industry outlook post-COVID 19. The research, Business Continuity, Flexible Working and Adaptive Infrastructure: Five Actions for When the Economy Reopens Following COVID-19 gathered data from 120+ business leaders across Asia Pacific, Europe and the United States to provide insights on how to recalibrate the IT strategies. The research was conducted together with GlobalData to survey C-suites and IT decision-makers to understand organisations’ responses to the pandemic.

The key insights from the survey showed that the pandemic has:

  • Accelerated digital transformation, and redefined its meaning from its pre-COVID-19 state
  • Revealed non-existence of Business Continuity Plan (BCP) for global events such as pandemics
  • Led a once in a generation technology shift towards face-to-face collaboration being conducted purely through video conferencing
  • Showed that networks underpin technology to support the distributed and nomadic workforce and are crucial to ensuring a great user experience 

Businesses are recalibrating their digital transformation strategy. 93% of businesses state they have changed their IT priorities either incrementally, significantly, or dramatically. Businesses are updating their overall IT strategy, with the top priority for respondents across all regions to set up policies for their remote workforce. This includes areas such as ensuring employees can connect securely, access their applications and data.

Video conferencing and cloud-based contact centre solutions are some of the most transformative technologies to the enterprise

Video is the new voice in collaboration. 98% of respondents believe there will be ‘an increased reliance on video conferencing to replace face-to-face meetings post-COVID-19 recovery’.

Dustin Kehoe, Services Director from GlobalData shared, “It was interesting to see the overwhelmingly positive response for video conferencing. While the technology has always been available, we are seeing a generational shift in perception from pre and post-COVID-19 eras.”

Organisations are reviewing their approach to customer engagement

Nearly half of respondents are now adopting a cloud-first contact centre strategy for improving end to end capabilities for speed and agility when serving customers. The sentiment is the strongest in Northern Asia at 57%, followed by SEA and ANZ at 52%.

Networks will play a more important role in connecting remote and mobile workers

According to the survey results, eight out of ten businesses in the survey have a percentage of employees who ‘cannot work due to ICT challenges.’

One of the top immediate ICT priorities from the survey is supporting the remote workforce. The sentiment is especially strong from European and SEA and ANZ respondents. Post-COVID-19, networks will need to be software-defined, cloud-ready, more automated and flexible.

Outlook for the United States

The top business priorities for United States respondents are safeguarding the health and safety of employees (67%), increasing efforts to support their existing customers (60%), and enabling more remote work for employees (53%). They are updating their BCPs to address the current and future pandemics as well as remote work policies for employees, including introducing or expanding cloud-first contact solutions to offer staff the ability to work remote. The US also sees a strong need to increase the availability of online and digital services for their customers.

"While some businesses in the United States had significant preparation in their BCPs for major events, including pandemics (14%), they still see the challenges of COVID-19 as the impetus for a significant pivot in their overall IT strategy and the expansion of support to both employees and customers. This pandemic has shown us how important it is for businesses to continually update their technologies and practices to not only survive, but thrive in the current and future business environment. Though many employees are working from home indefinitely, the need to connect through adaptive technologies and secure collaboration tools is essential, as is the underlying network enabling that connection," commented Nick Collins, President, Americas.

View the infographic to learn more.