Mobility is a top-five priority for 42 percent of CIOs, and will generate significant sources of new revenue, according to 79 percent of CIOs in “The Accenture CIO Mobility Survey 2013.” To achieve that goal, most CIOs will invest 31-to-40 percent of discretionary budgets, compared with only 19 percent last year. Anecdotal data from the CIO interviews suggests many approach new IT projects with a “mobile first” thinking, Accenture said.
The insurance industry respondents cited location-based services (48 percent) as most important on their list of needs. Overall, 43 percent said improving field and customer service with instant data access, capture and processing; 36 percent said engaging customers via mobile devices; conducting transactions on mobile devices, 34 percent; and 29 percent said they plan to design, develop and/or distribute connected devices to support B2B applications.
“It’s encouraging that companies are embracing the importance of mobility but they need to go further by identifying the top areas for mobile deployment,” said Jin Lee, senior managing director, Accenture Mobility. “In particular they should look at areas that will grow, such as connected devices, and conduct a ‘gap analysis’ to determine how to catch up, or even better, get ahead of the curve. Other critical considerations include investments, budget allocation, re-training staff, hiring mobile expertise, and leveraging external experts to help develop or implement mobility strategies.”
Mobility would significantly improve customer interactions, 84 percent of those surveyed said, and 83 percent said the technology would significantly affect their business.
Forty-six percent said they plan to change workflows to better incorporate mobility into the business, and 73 percent said mobility will affect their business as much or more than “the web revolution of the late 90s,” Accenture said. Last year, 67 percent of respondents felt that way in a similar survey Accenture conducted.
Half said they would identify prioritized mobility initiatives over the next year, an increase from 41 percent last year, and 85 percent said their mobile strategies must support smartphones; 78 percent said tablets. Mobile device management (27 percent), collaboration (25 percent) and knowledge sharing (23 percent) were the three most important features of a mobile strategy, Accenture said.
The uptake of mobile technology is accelerating to the extent that companies are taking action before they have well-defined strategies, Accenture said, as 58 percent claimed a “moderately developed formal mobile strategy;” and 23 percent claimed “an extensively-developed formal mobile strategy, a decline from 31 percent last year.
“CIOs must find ways to support the myriad of mobile devices entering the work environment,” Lee said. “They should also address the need to focus intensely on people and expertise. Almost twice as many companies—40 percent in 2013, versus 27 percent in 2012—plan to leverage external experts to develop and refine their strategy, indicating that mobile usage is growing faster than the market can provide in terms of skilled and available talent.”
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