1、Top 8 trends shaping digital transformation in 2021M U L E S O F T R E S E A R C HR E P O R TExecutive summaryThe digital-ready cultureOrganizations are under greater pressure to digitize services quickly at scale to meet rising customer demands and create new revenue channels.Democratization of inn

2、ovationLine of business users are trying to develop digital customer experiences faster.IT needs to drive cultural change by empowering the business to self-serve and deliver solutions quicker.Composable enterpriseHyperspecialization has created a groundswell of applications,leading organizations to

3、 shift to a composable enterprise to become more agile where digital capabilities can be composed from existing applications using APIs,rather than being built from scratch every time.AutomationOrganizations are using automation to drive operational efficiency and improve business processes.APIs are

4、 key to driving automation and scaling productivity.API securityThe average enterprise has 900 applications.The proliferation of new endpoints creates new avenues for intrusion,requiring robust API security.MicroservicesOrganizations are turning to microservices to rapidly build new customer experie

5、nces.Companies deploying microservices to production will require some form of service mesh capabilities in order to scale.The data divideTo keep pace with evolving customer expectations,organizations are looking for faster ways to unlock data and gain insights.2021 will be the year that data separa

6、tes organizations from their competitors and customers the ability to unlock,analyze,and act on data will become foundational to growth.Data analyticsOrganizations are investing in data analytics to transform customer experiences.The value of data analytics will be dependent on the data they are fed

7、.007082TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021About this report ITs role is more critical than ever in a world thats increasingly dependent on digital.Organizations are under increasing pressure to stay competitive and create connected experiences.According to our Connectivity be

8、nchmark report,IT projects are projected to grow by 40%;and 82%of businesses are now holding their IT teams accountable for delivering connected customer experiences.To meet these rising demands,organizations are accelerating their digital transformation which can be defined as the wholesale move to

9、 thinking about how to digitize every part of the business,as every part of the business now needs technology to operate.In order to drive scale and efficiency,IT must rethink its operating model to deliver self-serve capabilities and enable innovation across the enterprise.In this report,we will hi

10、ghlight some of the top trends facing CIOs,IT leaders,and organizations in their digital transformation journey,sourcing data from both MuleSoft proprietary research and third-party findings.3TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021ContentsAccelerated digital adoptionTrend 01|The digital-rea

11、dy cultureTrend 02|Democratization of innovationExecutive summaryAbout MuleSoft,a Salesforce companyAbout this reportThe data imperativeTrend 07|The data divideTrend 08|Data analyticsArchitecting for agilityTrend 03|Composable enterpriseTrend 04|AutomationTrend 05|API securityTrend 06|Microservices4

12、TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021T R E N D N O.1The digital-ready culture 5TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021Customers want consistent engagement with brands across their preferred channels.of shoppers use more thanone channel during theirshopping journey.Source:Harvard

13、Business Reviewof consumers expect consistent interactions across all departments of a company.Source:Deloitteof consumers who say they want the ability to move between channels when talking to a brand.Source:Genesys73%75%86%TREND NO.1|THE DIGITAL-READY CULTURE6TOP 8 DIGITAL TRANSFORMATION TRENDS SH

14、APING 2021 especially through digital meansof customers are satisfied using live chat services making it the support channel that leads to the highest customer satisfaction.Source:CustomerThinkof consumers use mobile devices to connect with brands for customer service the number jumps to 90%of Mille

15、nnials.Source:Genesysof consumers expressed an intent to embrace digital replacements for in-person experiences,such as telemedicine,in the longer term.Source:McKinsey&Company92%78%48%TREND NO.1|THE DIGITAL-READY CULTURE7TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021When you need support and conta

16、ct organizations,what was your main way of communicating(before/now/future)?Organizations need to invest in new digital methods of customer service40%26%Visiting their stores or branches28%20%Phone call(I phone them)14%16%Website5%10%App4%7%Email1%3%Community-based support website 1%5%Messenger apps

17、 1%2%Social media1%4%Webchat 1%2%Video call0%1%SMS chat Source:KPMGBefore COVID-19Future,once restrictions are liftedThree times more consumers will use these methods as their main channel of communication in the new reality vs.pre-COVID-19(17%vs.5%).TREND NO.1|THE DIGITAL-READY CULTURE8TOP 8 DIGITA

18、L TRANSFORMATION TRENDS SHAPING 2021By what percentage are you finding the number of projects you are being asked to deliver in your organization is increasing?Average increase201830%201932%202040%There is increased pressure on IT leaders to deliver on digital initiatives Source:MuleSoftTREND NO.1|T

19、HE DIGITAL-READY CULTURE9TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 202189%One of the biggest challenges to digital transformation efforts is integrationof IT leaders report data silos are creating business challenges for their organizations digital transformation initiatives.of IT leaders report i

20、ntegration challenges are hindering their digital transformation efforts.85%Source:MuleSoftTREND NO.1|THE DIGITAL-READY CULTURE10TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021Using an API-led approach to quickly compose new digital experiences“At BaptistCare,we are always looking at ways of improv

21、ing and simplifying our customer service and delivery across our aged care and home services clients.With MuleSoft,were able to move fast and better serve our customers by leveraging API-led connectivity.We are quickly and easily integrating various applications and data from our CRM system to our Y

22、ouChoose tool where customers can customize the services they need online within minutes providing connected customer experiences and reducing project delivery timelines from months to weeks.”“The whole integration behind visual applications to me is much more important because if I have the right d

23、ata,I can develop 10,12,20 applications from the same data,choose the best,decommission the rest.If I want to be able to compose and create these new applications,I dont want and I dont have the budget every timeto start from zero.I need to be able to have the piecesof functionality and pieces of da

24、ta and compose theright applications.”Daniel Pettman,CIO,BaptistCareYanna Winter,CIO,GeneraliTREND NO.1|THE DIGITAL-READY CULTURE11TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 20213 industry leaders tackling integration to meet digital demands and scale17x more storeswith new contactless deliveryCase

25、ys was able to roll out a third-party food delivery service to 600 stores,up from just 35 at the start of its pilot program.WatchBox stood up an eCommerce platform and reused the same APIs to serve five new regions.50%faster expansioninto any new regionWith MuleSoft,RBC was able to tap into critical

26、 data in legacy systems and build solutions to eliminate paper-based processes and cumbersome manual data entry.24 min averageonboarding timeTREND NO.1|THE DIGITAL-READY CULTURE12TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021T R E N D N O.2Democratization of innovation13TOP 8 DIGITAL TRANSFORMATIO

27、N TRENDS SHAPING 2021of LoB users believe IT and LoBs should jointly drive digital transformation.of LoB users are frustrated at the speed their organizations IT department can deliver digital projects.of LoB users agree that discoverable data and IT capabilities would be beneficial to digital initi

28、atives.68%51%80%Lines of business(LoBs)are participating in digital transformationTREND NO.2|DEMOCRATIZATION OF INNOVATIONSource:MuleSoft14TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021In addition to IT,which groups or roles within your organization have integration needs?Integration needs are inc

29、reasing across all business functionsOutside of IT,the top three business roles with integration needs include business analysts,data scientists,and customer support.TREND NO.2|DEMOCRATIZATION OF INNOVATIONEngineeringNoneSalesHRMarketingFinanceCustomer supportData scienceBusinessanalysts40%38%38%36%

30、35%34%32%Product31%30%6%IT Source:MuleSoft15TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021“By 2023,the number of active citizen developers at large enterprises will be at least four times the number of professional developers.”Organizations need to enable innovation beyond the four walls of IT Sou

31、rce:Gartner*Professional developerCitizen developersTREND NO.2|DEMOCRATIZATION OF INNOVATION*Future of Applications:Delivering the Composable Enterprise,Dennis Gaughan,Yefim Natis,Gene Alvarez,Mark ONeill,11 February 202016TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021Enterprises look to low-code

32、development tools to improve productivity of large enterprises will be using at least four low-code development tools for both IT application development and citizen development initiatives,by 2024.of application development activity will be as a result of low-code application development,by 2024.65

33、%+75%Source:GartnerTREND NO.2|DEMOCRATIZATION OF INNOVATION*Magic Quadrant for Enterprise Low-Code Application Platforms,Paul Vincent,Kimihiko Iijima,Mark Driver,Jason Wong,Yefim Natis,8 August 201917TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021Citizen integrator tools will reach mainstream adopt

34、ion in the next 2 to 5 years“Technology services of the future will be assembled and composed by the people that actually use them.“Citizen integrator tools,which enable expert business users with minimal IT skills to handle relatively simple application,data and process integration tasks by themsel

35、ves through very intuitive,no-code development environments.”TREND NO.2|DEMOCRATIZATION OF INNOVATIONInnovation triggerPeak of inflated exceptions Trough of disillusionment Slope of enlightenment Plateau of productivityTimeExpectationsPlateau will be reached:Less than 2 years 2 to 5 years5 to 10 yea

36、rsMore than 10 yearsObsolete before plateau*Hype Cycle for Emerging Technologies,2020,Brian Burke,Marty Resnick,Arnold Gao,24 July 2020 Source:GartnerWorkplace analyticsSmart basicsKnowledge graphs Digital experience monitorin gVoice of the employeeDigital experience monitorin gData literacyEmployee

37、 experience tech(EXTech)Employee productivity monitoring Virtual eventsPeer IT support XLAAmbient virtual meetings Internal talent marketplaces Content flowMicroapps Emotion AICitizen integrator toolsSmart workplaceContent integration servicesDigital adoption solutions Citizen data scienceConversati

38、onal user interfaces Workstream collaboration Collaborative work managemen tEmployee wellness Employee recognition and reward system sRobotic process automato nVirtual assistants ChatbotsDesktop as a servic eIntranet as a serviceCitizen developers Team collaboration devices Insight engines Meeting s

39、olutions Enterprise social network-ing applications Immersive workspaces Hype cycle for the digital workplace,202018TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021Skilling up teams across the enterprise to democratize innovationEileen Rizzo,Senior vice president of IT,Ashley Stewart19TOP 8 DIGITAL

40、TRANSFORMATION TRENDS SHAPING 2021“At Ashley Stewart,we believe that by skilling up our employees on integration and APIs,we not only help them thrive in their career but also help our business thrive for the future.API-led connectivity is the most critical skill and concept to learn to create conne

41、cted customer experiences and bring new innovations to market.As we broaden the Integration Trailblazers within our team,we will be able to accelerate our digital transformation initiatives,particularly as we expand our SaaS solutions.”TREND NO.2|DEMOCRATIZATION OF INNOVATIONT R E N D N O.3Composabl

42、e enterprise20TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021Hyperspecialization has created a groundswell of applicationsThere are around 8,000 apps in the marketing technology landscape alone.Source:Chief MartecTREND NO.3|COMPOSABLE ENTERPRISE9,0008,0007,0006,0005,0004,0003,0002,0001,000201220132

43、00009471,8763,8745,3816,8297,0408,00021TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021Enterprises face application proliferation1,000sof SaaS applicationsthat can be used to manage almost every aspect of a companys internal operations.that enterprises use to manage

44、functions like finance,customer support,and more.Each of these major platforms is supported with a variety of highly specialized apps.10-12large application platforms Source:CIO.comTREND NO.3|COMPOSABLE ENTERPRISE22TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021Businesses will need an integration s

45、trategy to drive value from existing assets52%of organizations say that IT has generated the most business value by building reusable integration assets that save time and money on future projects.TREND NO.3|COMPOSABLE ENTERPRISE Source:MuleSoft23TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021The c

46、omposable enterprise is crucial to becoming agile and delivering innovation In Gartners Hype Cycle for Emerging Technologies,composable enterprise is named a key technology for business resilience and operating at scale with speed.“This modular business model enables organizations to move from rigid

47、,traditional planning to active agility.Composable enterprise thinking creates more innovation,reduced costs and better partnerships.”Innovation triggerPeak of inflated exceptions Trough of disillusionment Slope of enlightenment Plateau of productivityTimeExpectationsPlateau will be reached:Less tha

48、n 2 years 2 to 5 years5 to 10 yearsMore than 10 yearsObsolete before plateau*Hype Cycle for Emerging Technologies,2020,Brian Burke,Marty Resnick,Arnold Gao,24 July 2020 Source:GartnerHype cycle for emerging technologies,2020Bring your own identityLow-cost single-board computers at the edgeDNA comput

49、ing and storage Generative adversarial networks2-way BMI(brain machine interface)Al-assisted designOntologies and graphsAuthenticated provenanceSelf-supervised learningHealth passportBiodegradable sensorsPrivate 5G Social dataAdaptive MLComposite AlGenerative AlPackaged business capabilitiesCitizen

50、twin Digital twin of the person MultiexperienceResponsible AlAl augmented developmentComposable enterpriseEmbedded AIData fabric Secure access service edge(SASE)Social distancing technologiesExplainable AlCarbon-based transistors TREND NO.3|COMPOSABLE ENTERPRISE24TOP 8 DIGITAL TRANSFORMATION TRENDS

51、SHAPING 2021Public sector organizations composing new capabilitiesKevin Jones,CIO,Indiana Department of Child Services25TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021“Within eight hours,my team built a tracking software for all 92 counties to determine whos in the building,when they check-in and c

52、heck out to meet social distancing limits,as well as how much hand sanitizer or how many masks we need.”The Indiana Department of Child Services is now leveraging reusable integration assets with MuleSoft to ensure safety for its employees managing building operations for the 92 state office buildin

53、gs with APIs.TREND NO.3|COMPOSABLE ENTERPRISE26TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021Public sector organizations composing new capabilitiesSimon Moorhead,CIO,Rail Delivery Group“New,more modern-format and better-managed APIs have enabled us to go faster,in a more cost-effective way that we

54、 couldnt have achieved before.Because once weve made interfaces and connections and APIs,we know we dont want to be remaking them and this way,we generally wont need to.”Rail Delivery Group turned to MuleSoft for its digital railcard project.The digital ticketing project made use of components and p

55、rogramming practices that can be built upon and reused.TREND NO.3|COMPOSABLE ENTERPRISET R E N D N O.4Automation27TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021Automation is top of mind to enable innovation.of IT organizations will automate more tasks to allow team members to focus on innovation o

56、ver the next 12-18 months.Source:Salesforceof organizations say they are at least piloting automation of processes in one or more business units or functions.Source:McKinsey&Companyof IT decision makers say that automation is a key business initiative tied to digital transformation.Source:MuleSoft81

57、%57%30%28TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021TREND NO.4|AUTOMATION and boost productivity McKinsey estimates that automation could raise productivity in the global economy by up to 1.4%annually.Salesforce finds that 70%of service agents believe automating routine tasks would allow them t

58、o focus on higher value work.TREND NO.4|AUTOMATIONManagement reporting40%4%27%2%23%5%23%12%23%19%22%9%21%6%21%10%21%12%13%8%5%6%0%11%Tax accountingCredit managementGeneral accountingBillingBudget&forecastingBusiness analysisFinancial reportingAccounts payablePayrollAccounts receivableFinance strateg

59、y&planningAutomation potentialWasted timeThe PwC Finance Effectiveness Benchmarking report finds that up to 40%of time in the finance function can be reduced with automation and behavior change.29TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021Companies across industries are experimenting with autom

60、ationProportion of organizations implementing automation at scale by sectorAutomotiveIndustrial manufacturingRetailUtilitiesConsumer packaged goods manufacturing Public/governmentGlobal averageTREND NO.4|AUTOMATION Source:Capgemini15%14%13%8%16%(as a percent of organizations experimenting with or im

61、plementing automation)15%25%30TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021However,integration challenges automation 60%of LoB users admits that failure to overcome challenges associated with connecting IT systems,applications,and data will hinder automation initiatives.TREND NO.4|AUTOMATIONSourc

62、e:MuleSoft31TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021APIs are key to driving automationAPIs have emerged as the most elegant means of scaling controlled access to a defined scope of data or functionality,abstracting the complexities of the underlying systems.Each API can be treated as a discr

63、ete component representing a part of a business process,an entire business process,or a bundle of business processes.To conduct business activities,an API brokers the contract between two systems to provide the requested data or service.ExperiencelayerProcesslayerSystemlayerCustomeridentifierCustome

64、r sales,services,collectionsCustomer pre-qualificationLoansHistoricaldataCustomercreditassessmentsCreatecustomer orprospect Bookloan Identifycustomer Pre-qualify customerfor loanGlobal decision system AccountsCustomer data layerCore business applicationsPartnersSalesrepresentativeportalsCustomer por

65、talfor loans Retailpartners PartnereCommerceplatform WebIndirectEDW Source:MuleSoftTREND NO.4|AUTOMATION32TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021Benefits of using APIs for automation by the numbers22 minhome loan application processTo automate the home loan process,Tic:Toc used APIs to unlo

66、ck data from an e-form application as well as 21 other systems.Customers can now receive full home loan approval in as little as 22 minutes,compared to the 22-day industry average.TIAA embarked on a digital transformation journey using Anypoint Platform,with the aim to reduce the complexity of the s

67、ervice implementations through API-led connectivity.The typical client on-boarding time is now roughly 2.5x faster due to automation.2.5xfaster client onboarding timeL&G Insurance took an API-led approach to integration in order to automate the entire home insurance quote process.Home insurance advi

68、sers and customers get an accurate quote in 90 seconds,and sales opportunities have increased by twofold.90 sechome insurance quotes TREND NO.4|AUTOMATION33TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021The future of automation:declarative programmingUri Sarid,CTO,MuleSoft“The mounting complexity b

69、rought on by an explosion of co-dependent systems,dynamic data,and rising expectations demands a new approach to software.More is expected for software to just work automatically,and more of us expect automation of our digital life and work.In 2021,well see more and more systems be intent-based,and

70、see a new programming model take hold:a declarative one.In this model,we declare an intent a desired goal or end state and the software systems connected via APIs in an application network autonomously figure out how to simply make it so.”TREND NO.4|AUTOMATION34TOP 8 DIGITAL TRANSFORMATION TRENDS SH

71、APING 2021T R E N D N O.5API security35TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021Security is an important factor for customer loyaltyEighty-four percent of customers are more loyal to companies that have strong security controls.TREND NO.5|API SECURITY Source:Salesforce36TOP 8 DIGITAL TRANSFOR

72、MATION TRENDS SHAPING 2021Security is also a top enterprise technology investment57%55%49%41%36%30%29%25%25%24%23%22%21%19%16%16%SecurityBig data/analyticsInternet of ThingsMulti-cloud strategyAI/machine learningBlockchainStreaming big dataMicroservicesVirtual reality/augmented realityAPI monetizati

73、onBusiness as a PlatformBots(chatbots+RPAs)Voice recognitionCI/CD and monitoringBYO PaaS(PCF,OpenShift)Streaming eventsTop technology investments TREND NO.5|API SECURITY Source:MuleSoft37TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021Web app attacks are one of the leading causes of large security b

74、reachesnumber of vulnerabilities in an average web app.Source:Contrast Securityof data breaches this past year were the result of a web application vulnerability.Source:Verizonnumber of data breaches from last year due to web application vulnerabilities.Source:Contrast Security26.743%2xTREND NO.5|AP

75、I SECURITY38TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021APIs can be the weak link for serious security hacksof web-enabled applications will be more exposed to attack by API weaknesses than via the user interface.Source:Gartner*90%*How to Build an Effective API Security Strategy,Dionisio Zumerle

76、,Jeremy DHoinne,Mark ONeill,08 December 2017According to Gartner,by 2022,API abuses will be the most-frequent attack vector for enterprise web applications data breaches.TREND NO.5|API SECURITY39TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021API proliferation increases risk of attackTREND NO.5|API

77、SECURITYof web traffic is now API traffic.Source:Akamaipublic APIs are available.Source:ProgrammableWebapplications in an average enterprise.Source:MuleSoft90083%23K+40TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021The consequences of insecure APIsAPIs can be used to expose sensitive data.API commu

78、nications can be intercepted.Backend servers can be taken offline due to DoS attacks through an API.TREND NO.5|API SECURITYSource:TechBeacon41TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 20215 ways to ensure data and API securityTREND NO.5|API SECURITYIts critical to implement best practices to keep

79、their integrations and the data that travels between systems under tight lock and key.Learn more about best practices here.Source:MuleSoft42TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 20211Multi-factorauthentication3Digitalsignatures2Token-basedcredentials4Public-key cryptography5Digitalcertificates

80、T R E N D N O.6Microservices43TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021Microservices emerge as a way to rapidly build new customer experiences by exposing data and functionalityMicroservices expose data and functionality as a collection of loosely coupled services.With microservices,organizat

81、ions can quickly adapt to changing customer requests and demands,as well as offer services that create a competitive edge.The value comes from bringing together various microservices to solve business needs.Organizations can only realize the benefits of a microservices architecture by eliminating th

82、e custom code and complexity that comes from managing all of these disparate services.Source:MuleSoftTREND NO.6|MICROSERVICES44TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021Organizations double down on microservicesof organizations are using or plan to use microservices.Source:Dimensional Research

83、of Financial services CIOs plan to increase spending on infrastructure technologies,such as microservices,APIs and cloud in the coming year.Source:Gartner*of enterprises rate microservices as their most important cloud-native technology.Source:451 Research91%65%49%TREND NO.6|MICROSERVICES*Bank and I

84、nvestment CIOs Risk Misalignment With Business Priorities as They Navigate Crisis Response,Nicole Sturgill,20 May 202045TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021Migration of application stack or portfolio to microservices-by IndustryMicroservices adoption is increasing across industriesTREND

85、NO.6|MICROSERVICES75%or moreManufacturing9%55%36%High tech22%33%45%Retail/hospitality 9%46%45%67%33%9%48%33%10%Retail and CPG14%43%36%7%Oil&gas10%74%11%5%Healthcare6%56%25%13%Electric utilities 67%33%Communications,media,&services 25%31%31%13%Technology34%44%13%9%Other7%50%22%21%50-75%25-50%Less tha

86、n 25%Source:451 ResearchFSITransportation46TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021CPG and microservices by the numbersUnilever is supporting operations across its global portfolio of 400 brands with a microservices approach.1,000 appsconnected using microservices with APIsUnilever paired mi

87、croservices with APIs to create an application network that connects its legacy systems,such as SAP,with its eCommerce applications,such as NetSuite and Google Analytics.Source:MuleSoftWith API-led connectivity,Unilever created a network of reusable services,enabling self-service across various bran

88、ds.This supported the launch of a newly acquired pure play eCommerce entity.Source:MuleSoft6 monthstime to launchEven though Unilever is a 130-year-old brand with monolithic systems,a microservices architecture allows it to adapt at the pace of its more nimble competitors.Source:MuleSoft3-4x fasters

89、peed of deployment for new initiativesTREND NO.6|MICROSERVICES47TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021Healthcare and microservicesLegislative,market,and technology pressures make it imperative for healthcare organizations including hospitals and health systems,payers,and life sciences comp

90、anies to become more agile with microservices.2 weeksNSW Health Pathology sought to expand testing from laboratories to healthcare facilities,so patients can get quality-endorsed results faster.The team reused 10 existing APIs and a“large library of healthcare microservices”to rapidly build and depl

91、oy a solution in just two weeks that automatically delivers test results to patients.Source:MuleSoft,IT Newsreduction in repeat admission rates4xSutter Health adopted a microservices architecture powered by MuleSoft,developing a set of reusable APIs that care teams,developers,and partners could easi

92、ly consume.Projects that used to take 18 months at Sutter Health now take less than 4 months.Source:MuleSoftfaster increased project delivery speedTREND NO.6|MICROSERVICES48TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021Where microservices are important,so is service mesh *Innovation Insight for Se

93、rvice Mesh,Andrew Lerner,Anne Thomas,03 December 2018Kubernetes clusterSidecar proxyService CSidecar proxyService BSidecar proxyService AControl planeWhat is a service mesh?A service mesh is an architectural pattern for microservices deployments.Its primary goal is to make service-to-service communi

94、cations secure,fast,and reliable.According to Gartner*,companies deploying microservices to production will require some form of service mesh capabilities in order to scale.TREND NO.6|MICROSERVICESSource:MuleSoft,Gartner49TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021Service mesh is on the rise am

95、ong enterprises invested in microservices TREND NO.6|MICROSERVICES0%5%10%15%20%25%30%35%16%17%8%26%20%13%Service mesh is still a new technology,but 46%of organizations are piloting it or have plans to evaluate or implement it in the next 12 months.Use of service meshes to control traffic between mic

96、roservices in kubernetes environmentsBroadly used in production environments Limited use in production environments Use in test but not production environments Evaluating or pilotingPlan to begin evaluation or implementation in the next 12 months No plans in the next 12 months Source:The New Stack50

97、TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021T R E N D N O.7The data divide51TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021Businesses arent living up to customer expectations of seamless and personalized experiences.78%of customers expect consistent interactions across departments.ExpectationsV

98、S.Reality59%of customers say it generally feels like theyre communicating with separate departments,not one company.66%72%of customers expect all company representatives to have the same information about them.of customers say they often have torepeat or re-explain information todifferent representa

99、tives.TREND NO.7|THE DATA DIVIDESource:Salesforce52TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021 because organizations struggle to unlock the data necessary to power connected experiences Of the almost 900 different applications used by the average enterprise,only 28%of those applications are int

100、egrated preventing a single view of the customer.Source:MuleSoftTREND NO.7|THE DATA DIVIDE53TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021of organizations agree that an inability to connect systems,applications,and data hinders customer experience.of global consumers would consider changing servic

101、e providers in response to receiving a disconnected experience.of organizations believe their revenue will be negatively impacted if they fail to complete digital transformation initiatives in the next 12 months.59%72%90%Unlocking and unifying data is critical to connected experiences and growthTREN

102、D NO.7|THE DATA DIVIDESource:MuleSoftSource:MuleSoftSource:MuleSoft54TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 20212021 will be the year that data separates organizations from their competitors.and customersLindsey Irvine,CMO,MuleSoft“The reality is that the majority of businesses today,across all

103、 industries,arent able to deliver truly connected experiences for their customers,partners,and employees and thats because delivering connected experiences requires a lot of data,which lives in an average of 900 different systems and applications across the enterprise.Integrating and unifying data a

104、cross these systems is critical to create a single view of the customer and achieve true digital transformation.“Its also the number one reason digital transformation initiatives fail.As the amount of systems and applications continue to grow exponentially,teams realize that key to their success and

105、 their organizations success is unlocking the data,wherever it exists,in a way that helps them deliver value faster.”TREND NO.7|THE DATA DIVIDE55TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021T R E N D N O.8Data analytics56TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021of marketing professionals s

106、ay that big data/analytics functionality would be critical to enhancing customer experience in their organization.Source:Vendaleof executives report that having“a well developed and designed enterprise data analytics effort enables us to deliver a superior customer experience.”Source:Forbesof organi

107、zations believe their revenue will be negatively impacted if they fail to complete digital transformation initiatives in the next 12 months.Source:Forbes63%52%48%The rise of data analyticsTREND NO.8|DATA ANALYTICS57TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021of respondents said improving their d

108、ata analysis is a very important factor in delivering a better customer experience.Source:eMarketerof survey respondents say real-time insights is a top need for customer experience personalization.Source:Vendaleof product managers at growth companies,or companies that have seen positive revenue gro

109、wth,are using analytics to collect and analyze customer perception and sentiment data.Source:Gartner*65%46%43%Data analytics enables personalized customer experiencesTREND NO.8|DATA ANALYTICS*Growing Companies Are More Actively Collecting CX Data Than Nongrowth Companies,Jessica Ekholm,17 February 2

110、02058TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021Harnessing value from analytics will require accessible,quality data of marketing professionals state that improvements in personalization come from access to more real-time data.Source:Vendale$15 million46%3x3%more likely to report significant im

111、provements in decision-making compared to those who rely less on data.Source:PwCAverage annual losses that poor data quality is believed to be responsible for.Source:Gartner*more likely to report significant improvements in decision-making compared to those who rely less on data.Source:Harvard Busin

112、ess ReviewHighly data-driven organizations areTREND NO.8|DATA ANALYTICS*How to Create a Business Case for Data Quality Improvement,Ted Friedman,Saul Judah,23 April 201859TOP 8 DIGITAL TRANSFORMATION TRENDS SHAPING 2021How organizations are leveraging analytics for connected experiences31%Texas Child

113、rens Hospital developed a predictive model that uses information about factors that affect patients to predict their risk of developing a dangerous diabetes complication.Caregivers can then identify high-risk patients to monitor more closely.Source:Salesforcereduction in repeat admission rates2,087S

114、utter Health is piloting a discharge program which leverages predictive analytics to identify high-risk patients and then prescribes alternative discharge workflows aimed at lowering the risk of readmission.Source:MuleSoftprojected man hours saved per yearTREND NO.8|DATA ANALYTICS60TOP 8 DIGITAL TRA

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