Trends Report

Pandemic-Fueled Transformation Will Accelerate In Every Industry, According To Forrester’s April 2020 Service Provider Pulse Survey

May 18th, 2020
Ted Schadler, VP, Principal Analyst
Ted Schadler VP, Principal Analyst
Amanda LeClair, Senior Analyst
Amanda LeClair Senior Analyst

Summary

Forrester’s April 2020 COVID-19 Service Provider Pulse Survey shows CIOs and their teams the shifting demands and priorities among service providers and their clients. The pandemic recession will shift priorities in every industry toward digital engagement, remote work, and the cloud: 67% of service providers report that clients see digital transformation as a growing priority. The cloud is also a growing priority, with the resilience, scale, cost structures, and capability available over the cloud coming into full view at this challenging time. Service providers also report changing demand for business capabilities, saying that clients are accelerating remote work, digital customer experience, and customer service but slowing investments in marketing, sales, and product development. No industry nor company will come out of this pandemic and its accompanying recession the way they went into it: Digital transformation, virtual engagement, contactless service, and remote work are the just the backdrop to massive business and sector transformation.

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