News
SOA to Drive IT Infrastructure New Year
- By ADT Staff
- October 24, 2005
As a customer's overall experience becomes the biggest driver of profit growth,
corporate technology departments increasingly look to service-oriented architecture
technologies to make the entire organization flexible and market-centric, according
to the results of a survey of almost 150 participants attending the recent Siebel
Customer World conference. According to the survey conducted by Capgemini U.S.,
almost half of enterprises currently use SOA technologies, and more than seven
in 10 plan on using these technologies in the near future. SOA also emerged
as the number-one driver of corporate IT infrastructure investments in 2006
for nearly half of respondents (44 percent), compared to smaller percentages
for business intelligence (35 percent) and outsourcing/labor arbitrage (25 percent).
At Siebel Customer World, the top three trends in customer relationship management
mentioned by respondents are the return of rework of previous CRM implementations
(40 percent), focus on process reengineering (27 percent) and return of custom
development (18 percent). Respondents were four times as likely to point to
improvements in the customer experience (63 percent) driving future profits
than competing on price to increase margins (only 15 percent).
"This survey demonstrates that the emergence of service-oriented enterprises
will facilitate collaboration between all stakeholders in a way that redefines
the enterprise as being truly 'open' for business," says Izzy Franco, global
customer relationship management leader for Capgemini. "Rapid adoption
of open standards and SOA technologies will drive the transformation of customer
relationship management and IT in general while creating the service-oriented
enterprises of tomorrow. These technologies will unleash the full potential
for applications, just as the Web unleashed the awesome power of connectivity."