We Surveyed 1,010 CIOs to Find Out...

TCS 2020 CIO Study:Digital Leadership for Business Transformation

Data Priorities & Practices

How Leaders Use Data as a Strategic, Competitive Asset

Digital Leaders(220 out of 1,010) (219 out of 1,010)

34%New digital businesses,

o�erings, businessand operating models

66%Enterprise-wide digitization, strong leadership, major initiatives

41%Hugely successfulincreasing digital

revenue

59%Highly successfulincreasing digital revenue

Digital Followers

53%Digitization is

limited to a fewbusiness units so far

47%Still in pilot phase for digital transformation

61%Not very successful

increasing digitalrevenue

39%Not at all successfulincreasing digitalrevenue

Digital Leaders vs. Digital Followers

Where Do Companies Stand in Analyzing & Bene�ting from Customer Data?

Yes/No

Reasons Companies Obtain Customer Data from Others

Far ahead of competitors

12%23%

Somewhat aheadof competitors

19% 40%

12% 7%

Somewhat behindof competitors

15%4%

Far behindof competitors

42% 26%

On par with competitors

For any purpose98% | 2%

92% | 8%

To identifypotential customers

54% | 46%

To identify potentialcustomers interested in others’ o�erings

51% | 49% To help external

parties convertour prospects

into customers

50% | 50%To support current

customers with additional o�erings

from other companies

47% | 53%

To sell more to our current customers

40% | 60% To convert prospectsinto customers

54% | 46%

To support current customers after sales

52% | 48%

How We Conducted the Study

To learn how CIOs in North America and Europe are navigating a complex and rapidly evolving digital landscape, where their companies are focused, and how much traction they’ve gained this past decade from those e�orts.

Objective

Copyright © 2020 Tata Consultancy Services Lim

ited

Which Sectors Have CIOs Overseeing Data & Analytics?

All industries

37%

Banking &�nancial services

34%

Consumer packaged goods

33%

Insurance

27%

High-tech

40%

Telecom

45%

Healthcare& life sciences

38%

Travel &transportation

43%

Automotive

37%

Media,entertainment,

information

40%

Manufacturing

38%

Retail

42%

Which Data Is Most Important for Future Growth?Digital Leaders vs. Others

Digital Leaders vs. Digital Followers

How Digitized Are Business Activities and Functions Today?

56% | 46% Finance/accounting Legal

52% | 44%

50% | 48%

Information security/ITSM & services

49% | 43%Production/manufacturing

49% | 42%

Human resourcemanagement

47% | 48%Logistics & distribution

55% | 46%

Technology & process development

54% | 38%

Customer support& service

54% | 48% Product/service development

54% | 51% Marketing & sales

53% | 44% Products & services

53% | 44%

Procurement & vendor management

@

estimated percentages of digitization

Today vs. Expected by 2030

How Digital Will Business Get by 2030?

49% | 77% Information security

Marketing & sales50% | 75%

Technology & processdevelopment49% | 75%

Procurement & vendormanagement48% | 75%

Human resourcemanagement44% | 75%

Finance/accounting

49% | 74% Legal47% | 73%

Customer support & after-sales service45% | 70%

Production/manufacturing45% | 68%

Logistics& distribution46% | 68%

Products/services47% | 67%

Population

1,010 CIOs 60% North America40% Europe

11 industries

Revenues$1+ bn

75%

IT budget$50+ mn

72%

SALE

75% | 70%Online reputation

72% | 61%Customer purchases

70% | 59%Marketing/sales

70% | 58%Distribution data

61% | 53%Product/service

performance

52% | 46%

Production data

48% | 39%Acquired

customer data

49% | 36%

After-sale usage

1

2 3

SALE

49% | 75% Product/service development

TCS Thought Leadership InstituteLearn more at on.tcs.com/ciostudy

estimated percentages of digitization

For any purpose

Yes/No

Reasons Companies Share Customer Data with Others