A recent survey conducted by YouGov and 1E highlights the focus of IT decision-makers on cost savings, service desk efficiency, and personalised digital experiences in their AI investments. The findings stress the importance of ROI, proactive issue resolution, and user sentiment in shaping AI strategies.
IT Leaders Seek Personalization, Efficiency, Cost Savings From AI Investments, Survey Finds
A recent survey conducted by research firm YouGov, in collaboration with Digital Employee Experience (DEX) platform provider 1E, has highlighted the key aspects IT decision-makers prioritise when investing in Artificial Intelligence (AI) for their operations. The findings, released on 10 June 2024, reveal a strong focus on cost savings, enhanced service desk efficiency, and personalised digital experiences.
Survey Overview
The survey, which targeted US-based IT decision-makers (ITDMs), aimed to explore sentiment towards AI in IT operations, identifying the tasks that could benefit most from AI and the factors influencing AI investment decisions. Conducted online between 14th and 18th May 2024, it had a total sample size of 506 respondents.
AI as a Cost-Saving Catalyst
One of the standout results of the survey was the overwhelming recognition of AI’s potential to cut operational costs, with 93% of ITDMs acknowledging its value in IT operations. This aligns with the current trend where IT departments are increasingly viewed as strategic hubs driving business priorities, particularly in cost reduction. Mark Banfield, CEO of 1E, remarked, “IT teams are becoming strategic command centres of businesses — looking to help reduce operational costs and more efficiently fix digital issues.”
Additionally, 86% of surveyed ITDMs stated they are more inclined to invest in AI tools that promise financial benefits, underscoring the importance of return on investment (ROI) in AI planning and procurement.
Enhancing Service Desk Efficiency
Speed and efficiency in service desk management emerged as top priorities. The survey identified four key service desk responsibilities that ITDMs believe would significantly benefit from AI implementation:
- Fast issue resolution
- Reduction of human error
- Quicker analysis of large datasets
- Lower operational costs
A notable 79% of respondents expressed interest in AI’s potential to predict user reactions to IT issues, indicating a shift towards proactive issue resolution through automation.
Demand for Personalized Digital Experiences
The survey also highlighted a growing demand for personalized digital experiences for employees. Approximately 85% of ITDMs agreed that personalized experiences could lead to improved user sentiment, enhancing employee satisfaction and productivity. However, there are gaps in the current capabilities, as only 36% disagreed with the statement that they lack accurate visibility into user sentiment. Data transparency was another critical requirement for responsible AI use, with 57% of respondents emphasizing its importance.
Challenges and Future Directions
While the survey sheds light on the positive outlook towards AI in IT, it also underscores the necessity for transparency and ethical considerations in AI deployment. There is a clear sentiment that while AI has the potential to revolutionize IT operations, its implementation must be handled responsibly, ensuring data visibility and user trust.
About the Organisations
1E is a renowned provider of Digital Employee Experience (DEX) solutions, offering a platform that allows real-time diagnosis, remediation, and automation to proactively address IT issues. The company serves more than 500 organisations across 42 countries.
YouGov is a global public opinion and data company, known for its accurate data collection and analysis.
The full report detailing the survey findings is available for those interested in a deeper dive into the data.
