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State of IT report: Generative AI will soon go mainstream, say 9 out of 10 IT leaders

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Summary

The State of IT Report from Salesforce surveyed over 4,000 IT decision-makers worldwide to learn more about shifting priorities and success metrics, the role of automation and AI, perspectives on security threats, and tactics used to address sustainability, ethics, and diversity concerns. Nearly 9 out of 10 IT leaders believe generative AI will have a prominent role in their organizations in the near future. Process automation is on the rise as businesses tighten their belts and seek efficiency boosts, and advances in AI prompt IT to determine how to responsibly propel their organizations forward. Data proliferation and business demand have prompted new approaches to app development, such as composability and low-code tools. IT departments are embracing low-code and no-code solutions to address growing demand, and IT departments are struggling to keep up with soaring demand for application development. Security threats, data integrity, budget constraints, and changing business requirements are some of the top IT challenges. Artificial intelligence is becoming mainstream, with 50% of organizations using AI in 2022, and customer service leading AI use cases. The report also shows that IT departments are taking compliance to heart, as regulations strengthen, and are setting greenhouse gas emission reduction goals.

Q&As

What are the main findings of the State of IT report?
The main findings of the State of IT report are that IT departments are being challenged to keep up with shifting KPIs, changing business needs, technological evolution, and economic pressure; AI and automation are being used to underpin efficiency and innovation; generative AI will have a prominent role in organizations in the near future; developers are turning to tactics like composability and low-code tools to keep up with the demand for app development and integration; IT departments are increasingly doing their part to build better, more sustainable operations; and security investments are increasing as threats rise.

What are the top IT metrics used to measure performance?
The top IT metrics used to measure performance are project ROI, project speed, customer satisfaction/experience, employee satisfaction/experience, and sustainability.

How is AI being used to meet customer expectations?
AI is being used to meet customer expectations in the following ways: service operations optimization, new AI-based products, customer service analytics, customer segmentation, AI-based product enhancements, customer acquisition and lead generation, contact center automation, and product feature optimizations.

What are the primary challenges for IT departments when implementing automation?
The primary challenges for IT departments when implementing automation include security and privacy concerns, compatibility of legacy systems, inadequate budgets, competing priorities/lack of team capacity, and difficulty finding the right technology.

What are the impacts of poor system integration on the enterprise?
The impacts of poor system integration on the enterprise include increased costs, slower digital transformation initiatives, and an estimated spending of $4.7M per year on custom integration efforts.

AI Comments

👍 This comprehensive report from Salesforce is very informative and offers a great overview of the current state of IT and its focus areas for the future.

👎 The report fails to address the potential risks associated with generative AI and the ethical considerations that must be taken into account.

AI Discussion

Me: It's about the State of IT report from Salesforce. It discusses how nearly 9 out of 10 IT leaders believe generative AI will have a prominent role in their organizations in the near future. It also talks about the challenges of process automation, the challenges of integrating apps and data, and the impacts of siloed structures and poor integration.

Friend: That's really interesting. What are the implications of this article?

Me: Well, it looks like the IT industry is preparing for a shift towards generative AI, which could lead to increased efficiency in the workplace while also creating new challenges for IT departments. For example, the article mentions the need for IT departments to focus on security and privacy concerns, as well as the ethics of generative AI. Additionally, the article mentions that IT departments are increasingly turning to automation and low-code/no-code tools to help them keep up with the demand for app development and integration, which could help them to better manage their workloads.

Action items

Research the potential applications of generative AI in your organization and develop a plan for implementation.
Investigate the use of low-code and no-code tools to address the growing demand for application development.
Develop a strategy for integrating applications and data sources to ensure customer and employee experiences are optimized.

Technical terms

Generative AI: Generative AI is a type of artificial intelligence that uses machine learning algorithms to generate new data from existing data. It is used to create new content, such as images, videos, and text, from existing data.
Process Automation: Process automation is the use of technology to automate manual processes. It is used to streamline and simplify tasks, reduce costs, and improve efficiency.
Low-Code/No-Code: Low-code/no-code development is a type of software development that uses graphical user interfaces and drag-and-drop tools to create applications without writing code.
Composability: Composability is a software development approach that allows developers to create applications by combining existing components.
KPIs: KPIs, or key performance indicators, are metrics used to measure the performance of an organization or process.
ROI: ROI, or return on investment, is a measure of the profitability of an investment. It is calculated by dividing the net profit of an investment by the cost of the investment.