The PRWIRE Press Releases https:// 2019-06-17T02:04:16Z Gartner Says Worldwide Customer Experience and Relationship Management Software Market Grew 15.6% in 2018 2019-06-17T02:04:16Z gartner-says-worldwide-customer-experience-and-relationship-management-software-market-grew-15-6-in-2018 SYDNEY, Australia, June 17, 2019 — Worldwide spending on customer experience and relationship management (CRM) software grew 15.6% to reach $48.2 billion in 2018, according to research from Gartner, Inc. CRM remains both the largest and the fastest growing enterprise application software category. Worldwide enterprise application software revenue totaled more than $193.6 billion in 2018, a 12.5% increase from 2017 revenue of $172.1 billion. CRM made up almost a quarter of that revenue. Approximately 72.9% of CRM spending was on software as a service (SaaS) in 2018, which is expected to grow to 75% of total CRM software spending in 2019, with agility and flexibility being big drivers, along with the requirement for remote and mobile users. “Cloud growth has dropped slightly in 2018 but remains strong at 20% and significantly above the overall growth rate of 15.6% for CRM,” said Julian Poulter, senior director analyst at Gartner. “As an early mover to the cloud, CRM software is probably seeing a gradual reduction in cloud growth rates due to high adoption.” The top five CRM software vendors accounted for more than 40% of the total market in 2018 (see Table 1). The top five vendors had very little change in ranking compared with 2017, although Microsoft climbed into fifth position, narrowly displacing Genesys. Table 1 CRM Software Spending by Vendor, Total Software Revenue Worldwide, 2018 (Millions of U.S. Dollars) Company 2018 Revenue 2018 Market Share (%) 2017 Revenue 2017 Market Share (%) Salesforce 9,420.5 19.5 7,648.1 18.3 SAP 4,012.2 8.3 3,474.4 8.3 Oracle 2,669.0 5.5 2,492.9 6.0 Adobe 2,454.8 5.1 2,017.2 4.8 Microsoft 1,302.0 2.7 1,132.1 2.7 Others 28,371.7 58.8 24,962.0 59.9 Total 48,230.2 100.0 41,726.7 100.0 Source: Gartner (June 2019) All subsegments of the CRM market grew by more than 13.7%, with marketing emerging as the fastest growing segment, increasing by 18.8% and representing more than 25% of the entire CRM market. Customer service and support retains its No. 1 position, contributing 35.7% of CRM market revenue. “To exploit the significant market opportunity, product managers in CRM application providers should double down on cloud deployments and consider adding functionality in the fast growing marketing segment,” said Mr. Poulter. Gartner clients can learn more in the report “Market Share: Customer Experience and Relationship Management, Worldwide, 2018.” Gartner Customer Experience & Technologies Summits Customer experience trends will be further discussed at the Gartner Customer Experience Summit 2019 taking place June 17-18 in Sydney. Follow news and updates from the event on Twitter at #GartnerCX. About Gartner Gartner, Inc. (NYSE: IT) is the world’s leading research and advisory company and a member of the S&P 500. We equip business leaders with indispensable insights, advice and tools to achieve their mission-critical priorities and build the successful organizations of tomorrow. Our unmatched combination of expert-led, practitioner-sourced and data-driven research steers clients toward the right decisions on the issues that matter most. We are a trusted advisor and objective resource for more than 15,000 organizations in more than 100 countries — across all major functions, in every industry and organization size. To learn more about how we help decision makers fuel the future of business, visit www.gartner.com. # # # Gartner Reveals 75% of Organisations Surveyed Increased Customer Experience Technology Investments in 2018 2019-06-13T00:04:39Z gartner-reveals-75-of-organisations-surveyed-increased-customer-experience-technology-investments-in-2018 SYDNEY, Australia, June 13, 2019 — Three-quarters of organisations surveyed by Gartner, Inc. increased customer experience (CX) technology investments in 2018. Customer analytics continues to be one of the biggest investments, with 52% intending to increase funding in 2019, focusing on customer journey analysis, customer needs analysis, voice of the customer (VoC) and digital marketing. Gartner's 2019 Customer Experience Innovation Survey gathered data from 244 respondents in seven countries in North America, Western Europe and Asia/Pacific, across a wide range of industries — 26% were from Australia and New Zealand. The objective of the study was to understand the priorities, technology investments and high-stakes situations faced by organisations in their CX initiatives. The survey reveals that when organisations grow in CX maturity, a greater focus of technology investment is placed on increasing customer understanding and delivering accurate actions by analysing data. At the same time, CX programs expand from a core team to a wider group of employees. The requirement for change management makes employee training tools an important technology investment. According to the survey, the top five CX project priorities in 2019 are metrics (64%); VoC (50%); increasing speed of product and service launches (45%); product proliferation and personalisation (45%); prioritisation of CX investments (44%); and customer journey automation (44%). “Knowing where your strengths and challenges lie and the next steps needed to improve maturity will help with project prioritisation and planning,” said Olive Huang, research vice president at Gartner. “Also, extend your spending to different technologies as your CX maturity increases, paying particular attention to customer analytics investments.” According to the survey, the top three emerging technologies expected to have the biggest impact on CX projects in the next three years include artificial intelligence (53%), virtual customer assistants and chatbots (39%) and omnichannel engagement solutions (37%). High-stakes situations have negative impact The survey reveals that many organisations have faced crisis situations in their CX program within the last three years. Economic or financial pressure has impacted the highest proportion of respondents (53%). For those with lower maturity levels, 60% had CX initiative launches stalled due to lack of executive support, and 59% found it difficult to demonstrate value or ROI, which leads the CFO to question all future investments. “High-stakes situations impacting CX programs can result in the removal of funding for a CX initiative or its cancellation, or even employees losing their jobs,” Ms. Huang said. “This may lead to a decline in the quality of the customer experience, weakened financial performance of the organisation and erosion of its competitive position.” According to Ms. Huang, there are many actions you can take to avoid these situations or reduce their impact, from securing management buy-in to improving technologies that support change management programs, such as employee training tools. “Pay special attention to building recruitment, retention and succession plans for key technology leadership roles related to CX,” Ms. Huang said. “Candidates for these roles are often hard to find and highly valued in the job market.” Gartner clients can learn more in the report “Survey Analysis: Customer Experience Maturity and Investment Priorities, 2019.” More information on customer experience strategy can be found in the Gartner CRM and Customer Experience Strategy Primer for 2019. About Gartner Customer Experience & Technologies Summits Customer experience trends will be further discussed at the Gartner Customer Experience & Technologies Summit 2019 taking place June 17-18 in Sydney. Follow news and updates from the event on Twitter at #GartnerCX. About Gartner Gartner, Inc. (NYSE: IT) is the world’s leading research and advisory company and a member of the S&P 500. We equip business leaders with indispensable insights, advice and tools to achieve their mission-critical priorities and build the successful organisations of tomorrow. Our unmatched combination of expert-led, practitioner-sourced and data-driven research steers clients toward the right decisions on the issues that matter most. We are a trusted advisor and objective resource for more than 15,000 organisations in more than 100 countries — across all major functions, in every industry and organisation size. To learn more about how we help decision makers fuel the future of business, visit www.gartner.com. Gartner Reveals Seven Mistakes to Avoid in Blockchain Projects 2019-06-12T08:16:02Z gartner-reveals-seven-mistakes-to-avoid-in-blockchain-projects STAMFORD, Conn., June 12, 2019 — Interest in blockchain continues to be high, but there is still a significant gap between the hype and market reality. Only 11% of CIOs indicated they have deployed or are in short-term planning with blockchain, according to the Gartner, Inc. 2019 CIO Agenda Survey of more than 3,000 CIOs. This may be because the majority of projects fail to get beyond the initial experimentation phase. “Blockchain is currently sliding down toward the Trough of Disillusionment in Gartner’s latest ‘Hype Cycle for Emerging Technologies,’” said Adrian Leow, senior research director at Gartner. “The blockchain platforms and technologies market is still nascent and there is no industry consensus on key components such as product concept, feature set and core application requirements. We do not expect that there will be a single dominant platform within the next five years.” To successfully conduct a blockchain project, it is necessary to understand the root causes for failure. Gartner has identified the seven most common mistakes in blockchain projects and how to avoid them. No. 1: Misunderstanding or Misusing Blockchain Technology Gartner has found that the majority of blockchain projects are solely used for recording data on blockchain platforms via decentralised ledger technology (DLT), ignoring key features such as decentralised consensus, tokenisation or smart contracts. “DLT is a component of blockchain, not the whole blockchain. The fact that organisations are so infrequently using the complete set of blockchain features prompts the question of whether they even need blockchain,” Mr. Leong said. “It is fine to start with DLT, but the priority for CIOs should be to clarify the use cases for blockchain as a whole and move into projects that also utilise other blockchain components.” No. 2: Assuming the Technology Is Ready for Production Use The blockchain platform market is huge and largely composed of fragmented offerings that try to differentiate themselves in various ways. Some focus on confidentiality, some on tokenisation, others on universal computing. Most are too immature for large-scale production work that comes with the accompanying and requisite systems, security and network management services. However, this will change within the next few years. CIOs should monitor the evolving capabilities of blockchain platforms and align their blockchain project timeline accordingly. No. 3: Confusing a Protocol With a Business Solution Blockchain is a foundation-level technology that can be used in a variety of industries and scenarios, ranging from supply chain over management to medical information systems. It is not a complete application as it must also include features such as user interface, business logic, data persistence and interoperability mechanisms. “When it comes to blockchain, there is the implicit assumption that the foundation-level technology is not far removed from a complete application solution. This is not the case. It helps to view blockchain as a protocol to perform a certain task within a full application. No one would assume a protocol can be the sole base for a whole e-commerce system or a social network,” Mr. Leong added. No. 4: Viewing Blockchain Purely as a Database or Storage Mechanism Blockchain technology was designed to provide an authoritative, immutable, trusted record of events arising out of a dynamic collection of untrusted parties. This design model comes at the price of database management capabilities. In its current form, blockchain technology does not implement the full “create, read update, delete” model that is found in conventional database management technology. Instead, only “create” and “read” are supported. “CIOs should assess the data management requirement of their blockchain project. A conventional data management solution might be the better option in some cases,” Mr. Leong said. No. 5: Assuming That Interoperability Standards Exist While some vendors of blockchain technology platforms talk about interoperability with other blockchains, it is difficult to envision interoperability when most platforms and their underlying protocols are still being designed or developed. Organisations should view vendor discussions regarding interoperability as a marketing strategy. It is supposed to benefit the supplier’s competitive standing but will not necessarily deliver benefits to the end-user organisation. “Never select a blockchain platform with the expectation that it will interoperate with next year’s technology from a different vendor,” said Mr. Leong. No. 6: Assuming Smart Contract Technology Is a Solved Problem Smart contracts are perhaps the most powerful aspect of blockchain-enabling technologies. They add dynamic behavior to transactions. Conceptually, smart contracts can be understood as stored procedures that are associated with specific transaction records. But unlike a stored procedure in a centralised system, smart contracts are executed by all nodes in the peer-to-peer network, resulting in challenges in scalability and manageability that haven’t been fully addressed yet. Smart contract technology will still undergo significant changes. CIOs should not plan for full adoption yet but run small experiments first. This area of blockchain will continue to mature over the next two or three years. No. 7: Ignoring Governance Issues While governance issues in private or permissioned blockchains will usually be handled by the owner of the blockchain, the situation is different with public blockchains. “Governance in public blockchains such as Ethereum and Bitcoin is mostly aimed at technical issues. Human behaviors or motivation are rarely addressed. CIOs must be aware of the risk that blockchain governance issues might pose for the success of their project. Especially larger organisations should think about joining or forming consortia to help define governance models for the public blockchain,” Mr. Leong concludes. Gartner clients can learn more in “Common Mistakes to Avoid in Enterprise Blockchain Projects.” This research is part of the Gartner Featured Insight research collection “Blockchain Unraveled: Determining Its Suitability for Your Organisation.” This research explains when blockchain makes sense and the critical factors to consider to capture this new business value. About Gartner Gartner, Inc. (NYSE: IT) is the world’s leading research and advisory company and a member of the S&P 500. We equip business leaders with indispensable insights, advice and tools to achieve their mission-critical priorities and build the successful organisations of tomorrow. Our unmatched combination of expert-led, practitioner-sourced and data-driven research steers clients toward the right decisions on the issues that matter most. We are a trusted advisor and objective resource for more than 15,000 organisations in more than 100 countries — across all major functions, in every industry and organisation size. To learn more about how we help decision makers fuel the future of business, visit www.gartner.com. Gartner Survey Finds More Australian Workers Ready to Quit Their Jobs 2019-06-11T01:33:00Z gartner-survey-finds-more-australian-workers-ready-to-quit-their-jobs In the pursuit of growth and productivity, Australian workplaces have exhausted staff morale and decimated effort levels, with employees now on the brink of burnout and ready to quit, according to a recent survey by Gartner, Inc. Data from Gartner’s 1Q19 Global Talent Monitor reveals that discretionary effort levels — the willingness to go above and beyond at work — have dropped to the lowest point since 1Q14, suggesting that without change, the workforce simply cannot give any more. In Australia, 15.7% of employees reported high discretionary effort levels in 1Q19, only slightly above the global average of 15%, and down from a high of 23% in 2Q17. “Organizations have stripped the fat in every area of operations as they look to drive efficiencies and move their business into the future,” said Aaron McEwan, Advisory Leader in the Gartner HR practice. “Growth targets are high, and for years, organizations have expected their workers to do more with less and achieve continuous results against a backdrop of constant change and increasing complexity.” “Workers are acutely aware of what their employers want from them; they’re feeling pressure to work longer hours, often without pay, and take work home in order to meet deadlines. With the added stress of ‘always on’ technology and flat wage growth, it’s not surprising that employees are feeling overworked, disrespected, stressed and anxious,” added Mr. McEwan. Gartner’s data reveals that the No. 1 reason employees cite for leaving their job is respect, or lack of it. Respect rose seven places in 1Q19 to become the leading driver of attrition among Australian workers. This was followed by manager quality, up two places. “To see these indicators of dissatisfaction and disengagement so early in the year is alarming and should be a wake-up call to employers. There’s a long year ahead and growth targets are not going away. We need a workforce that is energized, committed and focused on delivering results,” warned Mr. McEwan. Job seeking behavior up; intent to stay drops In 1Q19, Australian employees’ intent to stay fell 8%, while active job seeking increased by 5.6%. According to Mr. McEwan, when workers are fed up and tired, their first instinct is flight over fight. “Even though the external job market is not particularly favorable for candidates today, leaving becomes a more attractive prospect than remaining in a job where you feel undervalued and mentally exhausted,” said Mr. McEwan. Declutter to improve workplace wellbeing “Organizations need to declutter,” said Mr. McEwan. “They need to strip away time-intensive, low-value tasks that slow people down. This could include using technology in new ways; it could also mean removing technology from certain processes.” Reducing the number of steps involved in reviewing and signing-off on annual leave or expense reports, reducing reporting or automating workflow are just some of the small changes organizations can make to help workers have a productive and satisfying day. In addition, Gartner recommends employers implement a strong Employee Value Proposition (EVP) that focuses on what employees value most. Data from Gartner’s 1Q19 Global Talent Monitor shows that the top drivers of attraction for Australian employees are work-life balance, a convenient location and respect. Organizations with attractive EVPs can reduce the compensation premium needed to attract qualified candidates as well as potentially decrease annual employee turnover by just less than 70%. Table Highlights from the 1Q19 Global Talent Monitor Talent Monitor Australian International average High Intent to Stay 30.3% 32.8% High Discretionary Effort 15.7% 15% Job Opportunities 49.7% 51.3% Drivers of Attraction Work-Life Balance Location Respect Compensation Future career opportunities People management Drivers of Attrition Respect Manager quality Work-life balance Compensation Work-life balance Stability Source: Gartner (March 2019) Each quarter, the Global Talent Monitor is sourced from more than 40,000 employees in 40 countries, to offer the most authoritative look at the latest global and country-level data on what attracts, engages and retains talent. The survey is conducted quarterly and is reflective of market conditions during the quarter preceding publication. The 1Q19 survey included 1,909 respondents in Australia. About Gartner ReimagineHR Conference Gartner experts will provide additional insight into labor and talent issues at the Gartner ReimagineHR Conference, August 6-7 in Sydney, Australia. Gartner ReimagineHR is the premier event for HR leaders around the world. Join Gartner and senior HR executives to learn actionable strategies to support organizational performance. Gartner ReimagineHR will also be held September 18-19 in London, and October 28-30 in Florida. Follow news and updates from the events on Twitter using #GartnerHR. About Gartner for HR Leaders Gartner for HR Leaders brings together the best, relevant content approaches across Gartner to offer individual decision makers strategic business advice on the mission-critical priorities that cut across the HR function. Additional information is available at www.gartner.com/en/human-resources/human-resources-leaders About Gartner Gartner, Inc. (NYSE: IT) is the world’s leading research and advisory company and a member of the S&P 500. We equip business leaders with indispensable insights, advice and tools to achieve their mission-critical priorities and build the successful organizations of tomorrow. Our unmatched combination of expert-led, practitioner-sourced and data-driven research steers clients toward the right decisions on the issues that matter most. We are a trusted advisor and objective resource for more than 15,000 organizations in more than 100 countries — across all major functions, in every industry and enterprise size. To learn more about how we help decision makers fuel the future of business, visit gartner.com. ### Gartner Predicts 90% of Current Enterprise Blockchain Platform Implementations Will Require Replacement by 2021 2019-06-03T22:22:18Z gartner-predicts-90-of-current-enterprise-blockchain-platform-implementations-will-require-replacement-by-2021 Sydney, June 4, 2019 — By 2021, 90% of current enterprise blockchain platform implementations will require replacement within 18 months to remain competitive, secure and avoid obsolescence, according to Gartner, Inc. “Blockchain platforms are emerging platforms and, at this point, nearly indistinguishable in some cases from core blockchain technology,” said Adrian Lee, senior research director at Gartner. “Many CIOs overestimate the capabilities and short-term benefits of blockchain as a technology to help them achieve their business goals, thus creating unrealistic expectations when assessing offerings from blockchain platform vendors and service providers.” Fragmented blockchain platform market Today, the blockchain platform market is composed of fragmented offerings that often overlap or are being used in a complementary fashion, making technology choices confusing for IT decision makers.  “Compounding this challenge is the fact that blockchain platform vendors typically use messaging that does not link to a target buyer’s use cases and business benefits,” said Mr. Lee. “‘Transactions,’ for example, was the term mentioned the most in relation to blockchain, followed by ‘secure’ and ‘security.’ While these may be functions of blockchain-enabling technology, buyers are still confused as to how these functions are achieved or what benefits blockchain adds compared to their existing processes.” Nonetheless, as enterprises’ interest for blockchain technology increases, the number of blockchain platform vendors continues to increase with more new entrants. “Due to the lack of an industry consensus on product concept, feature set, core application requirements and target market, we do not expect there to be a single dominant blockchain platform within the next five years. Instead, we expect a multiplatform world to emerge,” said Mr. Lee. Rapid evolution of the blockchain platform market By 2025, the business value added by blockchain will grow to slightly more than $176 billion, then surge to exceed $3.1 trillion by 2030, according to a recent forecast by Gartner. “Product managers should prepare for rapid evolution, early obsolescence, a shifting competitive landscape, future consolidation of offerings and the potential failure of early stage technologies / functionality in the blockchain platform market,” said Mr. Lee. Gartner clients can learn more in the report “How to Position Blockchain Platforms to Increase Adoption” by Adrian Lee and Adrian Leow. Additional blockchain research can be found in the Gartner Special Report “Blockchain-based Transformation.” This collection of research highlights the scope of blockchain’s transformation, how it impacts various industries, and the current state and evolution of these technologies.   About Gartner IT Symposium/XposLearn more about CIO leadership and how to drive digital innovation to the core of your business at Gartner IT Symposium/Xpo 2019. Follow news and updates from the events on Twitter using #GartnerSYM. Upcoming dates and locations for the 2019 Gartner IT Symposium/Xpo include: June 3-6: Toronto, Canada September 16-18: Cape Town, South Africa October 20-24: Orlando, Florida October 28-31: Sao Paulo, Brazil October 28-31: Gold Coast, Australia November 3-7: Barcelona, Spain November 11-14: Goa, India About Gartner Gartner, Inc. (NYSE: IT) is the world’s leading research and advisory company and a member of the S&P 500. We equip business leaders with indispensable insights, advice and tools to achieve their mission-critical priorities and build the successful organisations of tomorrow. Our unmatched combination of expert-led, practitioner-sourced and data-driven research steers clients toward the right decisions on the issues that matter most. We are a trusted advisor and objective resource for more than 15,000 organisations in more than 100 countries — across all major functions, in every industry and organisation size. To learn more about how we help decision makers fuel the future of business, visit www.gartner.com. Gartner Says Global Smartphone Sales Declined 2.7% in First Quarter of 2019 2019-05-28T08:00:14Z gartner-says-global-smartphone-sales-declined-2-7-in-first-quarter-of-2019 28 May, 2019 — Global sales of smartphones to end users declined 2.7% in the first quarter of 2019, totaling 373 million units, according to Gartner, Inc. Despite its near-absence from the U.S. market, Huawei ranked No. 2 smartphone vendor worldwide and continued to reduce the gap with Samsung. “Demand for premium smartphones remained lower than for basic smartphones*, which affected brands such as Samsung and Apple that have significant stakes in high-end smartphones,” said Anshul Gupta, senior research director at Gartner. “In addition, demand for utility smartphones* declined as the rate of upgrading from feature phones to smartphones has slowed, given that 4G feature phones give users great advantages at a lower cost.” Slowing innovation in flagship smartphones and rising prices continued to extend replacement cycles. The two countries that sell the most smartphones, namely the U.S. and China, saw sales decline by 15.8% and 3.2%, respectively, in the first quarter of 2019. In the first quarter of 2019, Samsung retained the top spot in worldwide smartphone sales achieving 19.2% market share (see Table 1). Huawei achieved the highest year-over-year growth among the world’s top five, growing 44.5% and smartphone sales totaling 58.4 million units. Sales of Huawei smartphones grew in all regions. “Huawei did particularly well in two of its biggest regions, Europe and Greater China, where its smartphone sales grew by 69% and 33%, respectively,” said Mr. Gupta. Huawei’s continued dominance in Greater China, where it commanded a 29.5% market share, helped it secure the No. 2 global smartphone vendor ranking in the first quarter of 2019. Table 1 Worldwide Smartphone Sales to End Users by Vendor in 1Q19 (Thousands of Units) Vendor 1Q19 Units 1Q19 Market Share (%) 1Q18 Units 1Q18 Market Share (%) Samsung 71,621.1 19.2 78,564.8 20.5 Huawei 58,436.2 15.7 40,426.7 10.5 Apple 44,568.6 11.9 54,058.9 14.1 OPPO 29,602.1 7.9 28,173.1 7.3 Vivo 27,368.2 7.3 23,243.2 6.1 Others 141,405.2 37.9 159,037.1 41.5 Total 373,001.4 100.0 383,503.9 100.0 Due to rounding, numbers may not add up precisely to the totals shown Source: Gartner (May 2019) “Unavailability of Google apps and services on Huawei smartphones, if implemented, will upset Huawei’s international smartphone business which is almost half of its worldwide phone business. Not the least it brings apprehension among buyers, limiting Huawei’s growth in the near term,” said Mr. Gupta. Samsung and Apple Recorded Year-Over-Year Declines Despite a decline in its smartphone sales of 8.8% in the first quarter of 2019, Samsung remained the No. 1 smartphone vendor worldwide. “Samsung launched its flagship Galaxy S10 smartphone portfolio, which received a good response. However, its impact was limited as Samsung only started shipping the S10 at the end of the first quarter,” said Mr. Gupta. “Samsung also strengthened its midtier and entry-tier smartphone ranges with a refreshed A series and J series and the newly introduced M series, but aggressive competition from Chinese manufacturers limited their impact.” Sales of Apple iPhones totaled 44.6 million units in the first quarter of 2019, a decline of 17.6% year over year. “The price cut for iPhones across markets helped drive up demand but wasn’t enough to restore growth in the first quarter,” said Mr. Gupta. “Apple is facing longer replacement cycles as users struggle to see enough value benefits to justify replacing existing iPhones.” Competition for the No. 5 Spot Continued Vivo beat Xiaomi to claim the No. 5 spot in the first quarter of 2019. Vivo sold 27.4 million smartphones during the quarter. Xiaomi sold 27.2 million. The latest features, such as in-display fingerprint scanner, slider camera, fast charging and almost bezel-less display, helped Vivo achieve double-digit smartphone sales growth in the first quarter of 2019. “However, the company could do much better by expanding its range of its entry-tier smartphones and selling them in emerging Asia/Pacific markets,” said Mr. Gupta. Further information is available in the Gartner report titled “Market Share: PCs, Ultramobiles and Mobile Phones, All Countries, 1Q19 Update.” *For Editors: A basic smartphone is a voice-centric mobile device with enhanced features, such as a 4-inch screen with a resolution of 720p or higher and, often, a dual-core processor, along with integrated email, social networking and voice over Internet Protocol support. A utility smartphone is a voice-centric, entry-level mobile device, generally of low cost, with limited specifications and functions. It is mainly aimed at emerging markets and first-time users, and often used for prepaid subscriptions. About Gartner Gartner, Inc. (NYSE: IT) is the world’s leading research and advisory company and a member of the S&P 500. We equip business leaders with indispensable insights, advice and tools to achieve their mission-critical priorities today and build the successful organizations of tomorrow. Our unmatched combination of expert-led, practitioner-sourced and data-driven research steers clients toward the right decisions on the issues that matter most. We are a trusted advisor and objective resource for more than 15,000 organizations in more than 100 countries — across all major functions, in every industry and enterprise size. To learn more about how we help decision makers fuel the future of business, visit gartner.com. Gartner Says 40% Of Gen Z Employees Regret Accepting Job Offer 2019-05-15T01:47:21Z gartner-says-40-of-gen-z-employees-regret-accepting-job-offer 14 May, 2019 — A growing number of candidates are regretting their career decisions, according to business research and advisory firm Gartner, Inc. In 2018, 40% of Gen Z respondents reported that they would not repeat their decision to accept the job offer they had accepted and only 51% said they could see themselves having a long career at their organisation. Candidate regret leads to turnover, low engagement and low productivity; more than one-third of candidates who regret their decision intend to leave their position within 12 months. “To address this increase in candidate regret — and stem the ensuing issues with underperforming talent and/or high turnover — organisations need to better understand what Generation Z candidates want,” said Lauren Smith, vice president of Gartner’s HR practice. Gen Z candidates, those born from the mid-1990s to the early 2000s, are the first digitally native generation to enter the workforce and understand that innovation and change are a constant. To ensure they are staying relevant as technology and business processes advance, Gen Z workers are keen to leverage various types of development opportunities, from training programs and boot camps to continuing education. Data from Gartner’s Global Labour Market Survey found that in 2018, 23% of Gen Z candidates listed development opportunities as a top attraction driver, compared with only 17% of their millennial predecessors in 2013. Along with development opportunities, Gen Z candidates expect flexibility in their work arrangements. In addition to the ability to work from any location, these workers believe work should accommodate play and play should be incorporated in work. “With this latest crop of workforce entrants, we are seeing an increased focus on work-life integration and the ability to pursue interests simultaneously both in and out of the workplace,” said Ms. Smith. New Priorities Compensation is no longer a guaranteed method for keeping the young workforce in seat, according to Gartner. In 2018, 38% of Generation Z candidates said that they would leave a job because of compensation, compared with 41% of millennials in 2013. Gen Z candidates also differ from their millennial predecessors on seeking a defined career path. According to data from Gartner’s Global Labour Market Survey, in 2018, only 25% of Gen Z candidates listed future career opportunities as a top attraction driver when considering a job; in 2014, 34% of millennials felt the same way. Managing Differently “Given that today’s graduates are focused on learning and developing skills, employers looking to gain a career commitment from their Gen Z employees must ensure they offer these opportunities,” said Ms. Smith. “Our research shows that more than anyone, it’s an employee’s manager who influences the type of development an employee gets on the job.” In today’s digital age, graduates know they possess unique skill sets that are very much in demand and make up for a lack of experience. Management approaches must adapt to this new reality and shift from an “always-on” approach to a “Connector” manager approach. Connector managers foster meaningful connections for their direct reports to and among employees, teams and the organisation to develop an employee’s specific capabilities. Not only are managers crucial to ensuring their employees’ portfolio of skills stays relevant — a key concern of Gen Z — but they can improve the performance of employees by up to 26% and triple the likelihood that their direct reports will be high performers. “Employers who want to capitalise on the influx of Gen Z candidates into the labour market must consider how best to appeal to these individuals and reduce the desire for them to seek alternative career opportunities,” said Ms. Smith. About Gartner ReimagineHR Gartner experts will provide additional insight into the labour and talent issues at the Gartner ReimagineHR Conference, taking place October 28-30 in Florida. Gartner ReimagineHR is the premier event for HR leaders around the world. Join Gartner and senior HR executives to hear key insights and learn actionable strategies necessary to support organisational performance. Gartner ReimagineHR will also be held August 6-7 in Sydney, and September 18-19 in London. Follow news and updates from these events on Twitter using #GartnerHR. About Gartner for HR Leaders Gartner for HR Leaders brings together the best, relevant content approaches across Gartner to offer individual decision makers strategic business advice on the mission-critical priorities that cut across the HR function. Additional information is available at http://www.gartner.com/en/human-resources/human-resources-leaders. About Gartner Gartner, Inc. (NYSE: IT) is the world’s leading research and advisory company and a member of the S&P 500. We equip business leaders with indispensable insights, advice and tools to achieve their mission-critical priorities and build the successful organisations of tomorrow. Our unmatched combination of expert-led, practitioner-sourced and data-driven research steers clients toward the right decisions on the issues that matter most. We are a trusted advisor and objective resource for more than 15,000 organisations in more than 100 countries — across all major functions, in every industry and enterprise size. To learn more about how we help decision makers fuel the future of business, visit www.gartner.com. # # # Gartner Survey Shows CIOs in Australia and New Zealand Are Making Slow Digital Business Progress 2019-05-15T00:59:45Z gartner-survey-shows-cios-in-australia-and-new-zealand-are-making-slow-digital-business-progress Sydney, Australia, May 15, 2019 — While 30% of organizations in Australia and New Zealand (ANZ) are now starting to scale and harvest value from their digital investments, the remaining 70% are still evolving their digital business foundations, falling behind in rethinking business models, uplifting consumer experiences and shifting from project to product centricity, according to a survey from Gartner, Inc. The Gartner 2019 CIO Agenda Survey gathered data from 3,102 CIO respondents in 89 countries and across all major industries, including 161 respondents from ANZ. Brian Ferreira, vice president Executive Programs at Gartner, said digital resilience will be required for ANZ organizations evolving toward digital business maturity this year. “CIOs must step up to lead their enterprises through a year of predicted tightening economic conditions, competition from digital giants and political volatility. It’s more important than ever to maintain momentum during times of uncertainty, not only for digital business transformation, but also for long-term business viability.” According to the survey, digital initiatives are the highest priority for 25% of ANZ CIOs in 2019. Revenue/business growth is ranked second (16%), ahead of customer experience and cost optimization/reduction (tied for third at 10%). Cost optimization/reduction has jumped from No. 10 priority in ANZ last year to No. 3. Flat IT budgets The survey results indicate that transformation toward digital business is challenged by flat IT budget growth of 1.5% in ANZ in 2019, which is increasing less than the projected 1.9% inflation rate. This is compared with the 2.9% growth that CIOs globally expect this year. Flat IT budgets in ANZ will limit capacity to meet the leading CIO priority of digital initiatives. “The risk during these uncertain times with limited budgets is to make short-term investment decisions, which can slow or even reverse digital business transformation progress,” Mr. Ferreira said. “For those who stick to their plans and focus on the long-term vision, the returns will be there.” The top five areas in which ANZ CIOs will invest new or additional funding in 2019 are: business intelligence and data analytics (54%); cybersecurity and information security (40%); core system improvements and transformation (34%); cloud services or solutions (32%); and customer/user experience (31%). AI and analytics shape the CIO technology agenda The CIO Agenda survey indicates that disruptive emerging technologies will play a major role in reshaping business models in ANZ as they change the economics of all organizations. Twenty-seven percent of ANZ CIOs expect AI to be the most disruptive technology for their organizations in 2019, taking the top spot away from data and analytics, which now occupies second place at 22%. According to the survey, 77% of ANZ CIOs are already using AI technology. The top three ways AI is being used is for process optimization (32%), chatbots (26%) and computer-assisted diagnostics (21%). “The rapid shift to AI looks revolutionary on the surface, but ANZ CIOs aren’t very innovative in creating uses for AI,” said Mr. Ferreira. “They need to experiment more to identify a greater range of uses within their organization if they’re going to keep up with the innovators and disruptors in the market who invest more in it.” C-Suite reporting lines lagging global trend Only one in three ANZ CIOs report to CEOs, compared with 43% of CIOs in typical-performing organizations globally, and 56% in high-performing organizations. One-third of ANZ CIOs report to a COO, and 17% to a CFO. As a result, IT is failing to influence business change and growth, according to Gartner. “ANZ CIOs have the chance to step up to become more influential business leaders, but most are not seizing that opportunity to drive change,” Mr. Ferreira said. “Those that take the lead with their business peers can drive innovative thinking in business models, consumer experience and moving from a project to product focus in how technology is delivered.” Gartner clients can learn more in the report “2019 CIO Agenda: An Australia and New Zealand Perspective.” Additional analysis is available in the complimentary webinar replay "2019 CIO Agenda – Australia and New Zealand Perspective" available now. About Gartner IT Symposium/Xpo Learn more about CIO leadership and how to drive digital innovation to the core of your business at Gartner IT Symposium/Xpo 2019. Follow news and updates from the events on Twitter using #GartnerSYM. Upcoming dates and locations for the 2019 Gartner IT Symposium/Xpo include: June 3-6: Toronto, Canada September 16-18: Cape Town, South Africa October 20-24: Orlando, Florida October 28-31: Sao Paulo, Brazil October 28-31: Gold Coast, Australia November 3-7: Barcelona, Spain November 11-14 - Goa November 12-14 - Tokyo About Gartner Gartner, Inc. (NYSE: IT) is the world’s leading research and advisory company and a member of the S&P 500. We equip business leaders with indispensable insights, advice and tools to achieve their mission-critical priorities and build the successful organizations of tomorrow. Our unmatched combination of expert-led, practitioner-sourced and data-driven research steers clients toward the right decisions on the issues that matter most. We are a trusted advisor and objective resource for more than 15,000 organizations in more than 100 countries — across all major functions, in every industry and organization size. To learn more about how we help decision makers fuel the future of business, visit www.gartner.com. # # # Gartner CEO Survey Shows Priorities Shifting to Meet Rising Growth Challenges 2019-05-08T23:06:17Z gartner-ceo-survey-shows-priorities-shifting-to-meet-rising-growth-challenges STAMFORD, Conn. May 8, 2019 — Growth continues to top the list of CEO business priorities in 2019 and 2020, according to a recent survey of CEOs and senior executives by Gartner, Inc. The most notable change in comparison to last year’s results is that a growing number of CEOs also deem financial priorities important, especially profitability improvement. The annual Gartner 2019 CEO and Senior Business Executive Survey of 473 CEO and senior business executives in the fourth quarter of 2018 examined their business issues, as well as some areas of technology agenda impact. In total, 473 business leaders of companies with $50 million or more and 60% with $1 billion or more in annual revenue were qualified and surveyed. “After a significant fall last year, mentions of growth increased this year to 53%, up from 40% in 2018,” said Mark Raskino, vice president and distinguished analyst at Gartner. “This suggests that CEOs have switched their focus back to tactical performance as clouds gather on the horizon.” At the same time, mentions of financial priorities, cost and risk management also increased (see Figure 1). “However, we did not see CEOs intending to significantly cut costs in various business areas. They are aware of the rising economic challenges and proceeding with more caution — they are not preparing for recession,” said Mr. Raskino. Figure 1: Top 11 Business Priorities of CEOs Source: Gartner (May 2019) New Opportunities for Growth The survey results showed that a popular solution when growth is challenged is to look in other geographic locations for growth. Responses mentioned other cities, states, countries and regions, as well as “new markets” would also include some geographic reach (though a new market can also be industry-related, or virtual). “It is natural to use location hunting for growth when traditional and home markets are saturated or fading,” said Mr. Raskino. “However, this year the international part of such reach is complicated and compounded by a shift in the geopolitical landscape. Twenty-three percent of CEOs see significant impacts to their own businesses arising from recent developments in tariffs, quotas and other forms of trade controls. Another 58% of CEOs have general concerns about this issue, suggesting that more CEOs anticipate it might impact their businesses in future.” Another way that CEOs seem to be confronting softening growth prospects and weakening margins is to seek diversification — which increasingly means the application of digital business to offer new products and revenue-producing channels. Eighty-two percent of respondents agreed that they had a management initiative or transformation program underway to make their companies more digital — up from 62% in 2018. High Hopes for Technology Cost management has risen in CEO priorities, from No. 10 in 2018 to No. 8 today. When asked about their cost-control methods, 27% of respondents cited technology enablement, securing the third spot after measures around people and organization, such as bonuses and expense and budget management. However, when asked to consider productivity and efficiency actions, CEOs were much more inclined to think of technology as a tool. Forty-seven percent of respondents mentioned technology as one of their top two ways to improve productivity. Digital Skills for All Executives Digital business is something the whole executive committee must be engaged in. However, the survey results showed that CEOs are concerned that some of the executive roles do not possess strong or even sufficient digital skills to face the future. On average, CEOs think that sales, risk, supply chain and HR officers are most in need of more digital savvy. Once all executive leaders are more comfortable with the digital sphere, new capabilities to execute on their business strategies will need to be developed. When asked which organizational competencies their company needs to develop the most, 18% of CEOs named talent management, closely followed by technology enablement and digitalization (17%) and data centricity or data management (15%). “Datacentric decision-making is a key culture and capability change in a management system that hopes to thrive in the digital age. Executive leaders must be a role model to encourage and foster data centricity and data literacy in their business units and the organization as a whole,” Mr. Raskino said. Gartner clients can read more in the report “2019 CEO Survey: The Year of Challenged Growth.” Gartner IT Symposium/Xpo 2019 Learn more about leadership and how to drive digital innovation to the core of your business at Gartner IT Symposium/Xpo 2019. Follow news and updates from the events on Twitter using #GartnerSYM. About Gartner Gartner, Inc. (NYSE: IT) is the world’s leading research and advisory company and a member of the S&P 500. We equip business leaders with indispensable insights, advice and tools to achieve their mission-critical priorities and build the successful organizations of tomorrow. Our unmatched combination of expert-led, practitioner-sourced and data-driven research steers clients toward the right decisions on the issues that matter most. We are a trusted advisor and objective resource for more than 15,000 organizations in more than 100 countries — across all major functions, in every industry and organization size. To learn more about how we help decision makers fuel the future of business, visit www.gartner.com. Gartner: Asia Pacific PC Shipments Declined 5.1 Percent in First Quarter of 2019, Largely Due to Weak Demand in China 2019-04-11T00:03:22Z gartner-asia-pacific-pc-shipments-declined-5-1-percent-in-first-quarter-of-2019-largely-due-to-weak-demand-in-china Worldwide PC shipments totaled 58.5 million units in the first quarter of 2019, a 4.6 percent decline from the first quarter of 2018, according to preliminary results by Gartner, Inc. “We saw the start of a rebound in PC shipments in mid-2018, but anticipation of a disruption by CPU shortages impacted all PC markets as vendors allocated to the higher-margin business and Chromebook segment,” said Mikako Kitagawa, senior principal analyst at Gartner. “While the consumer market remained weak, the mix of product availability may have also hindered demand. In contrast, Chromebook shipments increased by double digits compared with the first quarter of 2018, despite the shortage of entry-level CPUs. Including Chromebook shipments, the total worldwide PC market decline would have been 3.5 percent in the first quarter of 2019.” “The supply constraints affected the vendor competitive landscape as leading vendors had better allocation of chips and also began sourcing alternative CPUs from AMD,” said Ms. Kitagawa. “The top three vendors worldwide were still able to increase shipments despite the supply constraint by focusing on their high-end products and taking share from small vendors that struggled to secure CPUs. Moreover, the constraints resulted in the top vendors shifting their product mix to the high-end segment in order to deal with the constraint — which, along with favorable component price trends, should boost profit margins.” The top three vendors — Lenovo, HP Inc. and Dell — accounted for 61.5 percent of global PC shipments in the first quarter of 2019, compared with 56.9 percent of shipments in the first quarter of 2018 (see Table 1). These top three vendors continued to gain share in the PC market as scale becomes a bigger factor in industry dynamics. Intel’s CPU supply constraint accelerated this trend. Table 1 Preliminary Worldwide PC Vendor Unit Shipment Estimates for 1Q19 (Thousands of Units) Company 1Q19 Shipments 1Q19 Market Share (%) 1Q18 Shipments 1Q18 Market Share (%) 1Q19-1Q18 Growth (%) Lenovo 13,196 22.5 12,343 20.1 6.9 HP Inc. 12,826 21.9 12,727 20.7 0.8 Dell 9,989 17.6 9,841 16.0 1.5 Apple 3,977 6.8 4,078 6.6 -2.5 Asus 3,603 6.2 3,887 6.3 -7.3 Acer Group 3,322 5.7 3,829 6.2 -13.2 Others 11,610 19.8 14,671 23.9 -20.9 Total 58,523 100.0 61,375 100.0 -4.6 Notes: Data includes desk-based PCs, notebook PCs and ultramobile premiums (such as Microsoft Surface), but not Chromebooks or iPads. All data is estimated based on a preliminary study. Final estimates will be subject to change. The statistics are based on shipments selling into channels. Numbers may not add up to totals shown due to rounding. Source: Gartner (April 2019) Lenovo remained in the top spot in the first quarter of 2019 with the largest year-over-year growth among the top vendors. However, Lenovo benefited from the inclusion of Fujitsu’s shipments from its 2Q18 joint venture. Lenovo’s shipments increased in EMEA and Japan, where Fujitsu had a larger presence. HP Inc.'s worldwide PC shipments increased 0.8 percent in the first quarter of 2019 versus the same period last year. The company saw an increase in desktop shipments while mobile PC shipments remained flat. HP Inc. recorded a small increase in shipments in EMEA, but experienced a decline in all other regions. Dell recorded its fifth consecutive quarter of PC shipment growth in the first quarter of 2019. Dell increased PC shipments in EMEA, Latin America and Japan, but declined in North America and Asia/Pacific. Desktop PC shipments continued to be strong for Dell in all regions, showing Dell's strength in the business segment. Business PC Demand Remained Strong Business PC demand remained strong throughout the first quarter of 2019 across most key regions. The PC refresh driven by Windows 10 has been a driving force of business PC growth over the past three years, but Gartner forecasts that 2019 will be the last year in which shipments will be impacted by this refresh. “While PC shipment results in the first quarter of 2019 indicated that the business PC segment still showed strong demand, weak mobile PC results could be the indicator that the Windows 10 refresh has nearly peaked,” said Ms. Kitagawa. Regional Overview In the U.S., PC shipments totaled 11 million units in the first quarter of 2019, a 6.3 percent decrease from the first quarter of 2018. HP Inc. took the top spot in the U.S. based on shipments, as its market share increased to 29.4 percent. Dell took the No. 2 position as its shipments declined 7.1 percent, and its market share totaled 28.7 percent in the first quarter of 2019. Japan was the only region to experience PC shipment growth in the first quarter of 2019 with a 6.8 percent increase year over year. This was primarily driven by a surge in business PC shipments. Latin America experienced the largest decline in the quarter with a 16.6 percent decrease in PC shipments. This decline was due to a lack of stability in political and economic environments, as well as the CPU supply constraints, which severally impacted the small system builders in the region. PC shipments in EMEA totaled 18 million units in the first quarter of 2019, a 2.2 percent decline year over year. Enterprise shipments increased as many companies moved ahead with Windows 10 deployments. However, consumer PC demand remained weak as users are not replacing older PCs and are not migrating to hybrid systems, which have not gained wide adoption in EMEA as users continue to prefer larger screens. PC shipments in Asia/Pacific totaled 20.1 million units in the first quarter of 2019, a 5.1 percent decline from the first quarter of 2018. This decline was largely due to weak PC demand in China. The consumer market across Asia/Pacific continued to see some growth driven by demand for thin and light ultramobile premium devices. Vendors such as Huawei and Xiaomi are pushing thin and light mobile PCs into the consumer market with aggressive pricing. These results are preliminary. Final statistics will be available soon to clients of Gartner's PC Quarterly Statistics Worldwide by Region program. This program offers a comprehensive and timely picture of the worldwide PC market, allowing product planning, distribution, marketing and sales organizations to keep abreast of key issues and their future implications around the globe. About Gartner Gartner, Inc. (NYSE: IT), is the world’s leading research and advisory company and a member of the S&P 500. We equip business leaders with indispensable insights, advice and tools to achieve their mission-critical priorities today and build the successful organizations of tomorrow. Our unmatched combination of expert-led, practitioner-sourced and data-driven research steers clients toward the right decisions on the issues that matter most. We are a trusted advisor and objective resource for more than 15,000 organizations in more than 100 countries — across all major functions, in every industry and enterprise size. To learn more about how we help decision makers fuel the future of business, visit gartner.com. Gartner: Foldable phones to account for 5 percent of high-end phones by 2023 2019-04-08T20:41:17Z gartner-foldable-phones-to-account-for-5-percent-of-high-end-phones-by-2023 Worldwide shipments of devices — PCs, tablets and mobile phones — are on pace to reach 2.21 billion units in 2019, with flat growth year over year, according to Gartner, Inc. The PC market is expected to continue its downward trend, while the mobile phone market is set to return to growth in 2020. "For the eighth consecutive year, the PC market is at a standstill," said Ranjit Atwal, research director at Gartner. “PC shipments will total 258 million units in 2019, a 0.6 percent decline from 2018.” Traditional PCs are set to decline 3 percent in 2019 to total 189 million units (see Table 1). Table 1 Worldwide Device Shipments by Device Type, 2018-2021 (Millions of Units) Device Type 2018 2019 2020 2021 Traditional PCs (Desk-Based and Notebook) 195,317 189,472 182,823 175,058 Ultramobiles (Premium) 64,471 68,869 74,432 79,871 Total PC Market 259,787 258,341 257,255 254,929 Ultramobiles (Basic and Utility) 149,561 147,963 145,811 143,707 Computing Device Market 409,348 406,304 403,066 398,636 Mobile Phones 1,811,922 1,802,394 1,824,628 1,798,356 Total Device Market 2,221,270 2,208,697 2,227,694 2,196,992 Source: Gartner (April 2019) "Consumers are increasingly retiring their PCs but not replacing them, with shipments down by another 2.5 million units in 2019. For businesses, the Windows 10 migration continues into the next phase. While the U.S. is now in the final phase, China having delayed their migration still has a few years to go. “By moving the Windows 10 migration to 2020, organizations increase the risk of remaining on an unsupported operating system. Windows 7 support is scheduled to end in January 2020,” said Mr. Atwal. Gartner analysts predict that Windows 10 will represent 75 percent of the professional PC market by 2021. Mobile Phone Market to Contract in 2019 But Return to Growth in 2020 Shipments of mobile phones are estimated to reach 1.8 billion units in 2019, a decline of 0.5 percent year over year. “Users have reached a threshold for new technology and applications, which means that unless new models provide significant new utility, efficiency or experiences, users don’t want or need to upgrade,” said Roberta Cozza, research director at Gartner. “As a result, we expect the high-end mobile phone market to continue to show a decline in mature markets during 2019.” In 2020, the mobile phone market is forecast to return to growth, with a shipments increase of 1.2 percent from 2019. Nevertheless, vendors need to realize that consumers are extending the lifetime of their phones. Gartner expects the average high-end phone lifetime to increase from 2.6 years to 2.8 years through 2023. Foldable Phones to Account for 5 Percent of High-End Phones by 2023 A number of vendors recently unveiled foldable phones during Mobile World Congress in Barcelona, with many estimated to launch in late 2019. While Gartner analysts expect foldable phones to potentially re-inject innovation in the smartphone market, they are cautious about their short-term uptake due to trade-offs. Gartner estimates that foldable phones will account for 5 percent of high-end phones by 2023, amounting to 30 million units. “We expect that users will use a foldable phone as they do their regular smartphone, picking it up hundreds of times a day, unfolding it sporadically and typing on its plastic screen, which may scratch quickly depending on the way it folds,” said Ms. Cozza. “Through the next five years, we expect foldable phones to remain a niche product due to several manufacturing challenges. In addition to the surface of the screen, the price is a barrier despite we expect to decline with time. Currently priced at $2,000, foldable phones present too many trade-offs, even for many early technology adopters.” In the short term, Gartner analysts expect manufacturers to provide more form factor experimentation with foldable phones, as they aim to understand optimal usability patterns and user preferences. “A key consideration for product managers is to place usability at the core of their product development, ensuring the user experience is continuous and seamless across all foldable screens,” said Ms. Cozza. Gartner clients can read more in "Forecast: PCs, Ultramobiles and Mobile Phones, Worldwide, 2017-2023, 1Q19 Update." About Gartner Gartner, Inc. (NYSE: IT) is the world’s leading research and advisory company and a member of the S&P 500. We equip business leaders with indispensable insights, advice and tools to achieve their mission-critical priorities and build the successful organizations of tomorrow. Our unmatched combination of expert-led, practitioner-sourced and data-driven research steers clients toward the right decisions on the issues that matter most. We are a trusted advisor and objective resource for more than 15,000 organizations in more than 100 countries — across all major functions, in every industry and organization size. To learn more about how we help decision makers fuel the future of business, visit www.gartner.com. Gartner Forecasts Australian Public Cloud Revenue to Grow 19 Percent in 2019 2019-04-03T04:34:49Z gartner-forecasts-australian-public-cloud-revenue-to-grow-19-percent-in-2019 3 April, 2019 — The worldwide public cloud services market is projected to grow 17.5 percent in 2019 to total US$214.3 billion, up from $182.4 billion in 2018, according to Gartner, Inc. The fastest-growing market segment will be cloud system infrastructure services, or infrastructure as a service (IaaS), which is forecast to grow 27.5 percent in 2019 to reach US$38.9 billion, up from $30.5 billion in 2018 (see Table 1). The second-highest growth rate of 21.8 percent will be achieved by cloud application infrastructure services, or platform as a service (PaaS). “Cloud services are definitely shaking up the industry,” said Sid Nag, research vice president at Gartner. “At Gartner, we know of no vendor or service provider today whose business model offerings and revenue growth are not influenced by the increasing adoption of cloud-first strategies in organisations. What we see now is only the beginning, though. Through 2022, Gartner projects the market size and growth of the cloud services industry at nearly three time the growth of overall IT services.” Table 1. Worldwide Public Cloud Service Revenue Forecast (Billions of U.S. Dollars) 2018 2019 2020 2021 2022 Cloud Business Process Services (BPaaS) 45.8 49.3 53.1 57.0 61.1 Cloud Application Infrastructure Services (PaaS) 15.6 19.0 23.0 27.5 31.8 Cloud Application Services (SaaS) 80.0 94.8 110.5 126.7 143.7 Cloud Management and Security Services 10.5 12.2 14.1 16.0 17.9 Cloud System Infrastructure Services (IaaS) 30.5 38.9 49.1 61.9 76.6 Total Market 182.4 214.3 249.8 289.1 331.2 BPaaS = business process as a service; IaaS = infrastructure as a service; PaaS = platform as a service; SaaS = software as a service Note: Totals may not add up due to rounding. Source: Gartner (April 2019) In Australia, spending on public cloud services is forecast to grow 19 percent to A$6.5 billion in 2019. While software-as-a-service (SaaS) represents by far the largest proportion of spending, strongest growth will come from cloud infrastructure services or IaaS. Table 2. Public Cloud Services End-User Spending, Australia, 2018-2022 (Millions of Australian Dollars) 2018 2019 2020 2021 2022 Cloud Application Services (SaaS) 3,359 4,090 4,918 5,784 6,719 Cloud Application Infrastructure Services (PaaS) 346 416 490 573 655 Cloud System Infrastructure Services (IaaS) 511 652 816 1,004 1,216 Cloud Business Process Services (BPaaS) 977 1,027 1,081 1,141 1,198 Cloud Management and Security Services 281 331 380 435 490 5,474 6,516 7,685 8,937 10,278 Source: Gartner (March 2019) According to recent Gartner surveys, more than a third of organisations see cloud investments as a top three investing priority, which is impacting market offerings. Gartner expects that by the end of 2019, more than 30 percent of technology providers’ new software investments will shift from cloud-first to cloud-only. This means that license-based software consumption will further plummet, while SaaS and subscription-based cloud consumption models continue their rise. “Organisations need cloud-related services to get onboarded onto public clouds and to transform their operations as they adopt public cloud services,” said Mr. Nag. Currently almost 19 percent of cloud budgets are spent on cloud-related services, such as cloud consulting, implementation, migration and managed services, and Gartner expects that this rate will increase to 28 percent by 2022. “As cloud continues to become mainstream within most organisations, technology product managers for cloud related service offerings will need to focus on delivering solutions that combine experience and execution with hyperscale providers’ offerings,” said Mr. Nag. “This complementary approach will drive both transformation and optimisation of an organisation’s infrastructure and operations.” Gartner clients can read more in the report Forecast: Public Cloud Services, Worldwide, 2016-2022, 4Q18 Update. About Gartner IT Infrastructure, Operations and Cloud Strategies Conferences Gartner analysts will provide additional analysis on cloud strategies and infrastructure and operations trends at the Gartner IT Infrastructure, Operations & Cloud Strategies events taking place April 23-25 in Tokyo, April 24-25 in Sao Paulo, April 29-30 in Sydney, May 6-7 in Mumbai, June 4-5 in Frankfurt, June 25-26 in Mexico City, and November 25-26 in London. Follow news and updates from these events on Twitter using #GartnerIO. About Gartner Gartner, Inc. (NYSE: IT) is the world’s leading research and advisory company and a member of the S&P 500. We equip business leaders with indispensable insights, advice and tools to achieve their mission-critical priorities and build the successful organisations of tomorrow. Our unmatched combination of expert-led, practitioner-sourced and data-driven research steers clients toward the right decisions on the issues that matter most. We are a trusted advisor and objective resource for more than 15,000 organisations in more than 100 countries — across all major functions, in every industry and organisation size. To learn more about how we help decision makers fuel the future of business, visit www.gartner.com. Gartner Predicts Top 10 Global Retailers Will Use Real-Time In-Store Pricing by 2025 2019-03-28T09:52:57Z gartner-predicts-top-10-global-retailers-will-use-real-time-in-store-pricing-by-2025 Gartner, Inc. predicts that by 2025, the top 10 global retailers by revenue will use contextualized real-time pricing* through mobile applications to manage and adjust in-store prices for customers. “Digital sales continue to grow, but it’s no longer a competition between online and offline. Today, many retailers find that half of their online sales are supported by their stores,” said Robert Hetu, vice president analyst at Gartner. “As customers share more data and information from various sources, they expect more personalized and meaningful offers from retailers. Retailers should assess personal data and product preferences, and translate those inputs into immediate and contextualized offers.” To offer consistent, relevant and personalized prices for customers, retainers need to understand customer behaviors, especially as the path to their purchase decisions becomes erratic across touchpoints. Digital twins — virtual representations of processes, things, environments or people — can simulate behavior and predict outcomes, including customer behavior and preferences. Examples include Adidas’ Speedfactory, to improve the quality, speed and overall efficiency of the company’s entire sporting goods product chain. The city of Singapore also has a full-scale digital twin of itself that can analyze future household energy storage. Adoption of mobile payments and retailer mobile apps also supports the predicted move toward mainstream adoption of real-time in-store pricing. “Many consumers who have downloaded a retailer’s app use it for online purchases; others use it to obtain a coupon or discount offer that they can use in a physical store,” Mr. Hetu added. However, retailers face some customer experience and technology challenges in ensuring that the correct price is accessible in real time. “Retainers need to educate customers in understanding the dynamic nature of pricing, which means that prices can rise or fall unexpectedly.. Retailers also need to be better at managing delays in updating over-inventory and under-inventory levels,” observed Mr. Hetu. To manage pricing signage, some retailers are using electronic shelf labels or digital shelf edge technologies. However, for the many that don’t use digital labels, associates must change price labels manually. This is a high-risk source of mistakes and a limitation to the frequency a retailer can adjust prices. “Retailers must focus on enabling technologies such as a unified retail commerce platform, which uses centralized data for inventory, pricing, loyalty and other information to facilitate a continuous and cohesive experience,” said Mr. Hetu. Gartner clients can read more in the report: “Predicts 2019: Delivering Contextualized Customer Experiences Will Be Key for Unified Retail Commerce Success.” More information on Gartner’s top predictions can found on the Gartner Trends & Prediction Insight Hub. *For Editors Contextualized real-time pricing refers to the retailer’s ability to manage and adjust prices and facilitate competitive pricing matching and returns for customers in real time, across all channels. This caters for a variety of considerations, such as competitive pricing, customer loyalty and item availability. Gartner Customer Experience & Technologies Summits Customer experience trends will be further discussed at the Gartner Customer Experience & Technologies Summit 2019 taking place May 22-23 in London and June 17-18 in Sydney. Follow news and updates from the event on Twitter at #GartnerCX. Gartner Says Worldwide Server Revenue Grew 17.8 Percent in the Fourth Quarter of 2018, While Shipments Increased 8.5 Percent 2019-03-20T00:12:07Z gartner-says-worldwide-server-revenue-grew-17-8-percent-in-the-fourth-quarter-of-2018-while-shipments-increased-8-5-percent The worldwide server market continued to grow through 2018 as worldwide server revenue increased 17.8 percent in the fourth quarter of 2018, while shipments grew 8.5 percent year over year, according to Gartner, Inc. In all of 2018, worldwide server shipments grew 13.1 percent and server revenue increased 30.1 percent compared with full-year 2017. “Hyperscale and service providers continued to increase their investments in their data centres (albeit at lower levels than at the start of 2017) to meet customers’ rising service demand, as well as enterprises’ services purchases from cloud providers,” said Kiyomi Yamada, senior principal analyst at Gartner. “To exploit data centre infrastructure market disruption, technology product managers for server providers should prepare for continued increases in server demand through 2019, although growth will be a slower pace than in 2018.” “DRAM prices started to come down, increasing demand for memory-rich configurations to support emerging workloads such as artificial intelligence (AI) and analytics kept buoying server prices. Product managers should market higher memory content servers to take advantage of DRAM oversupplies.” Dell EMC secured the top spot in the worldwide server market based on revenue in the fourth quarter of 2018 (see Table 1). Dell EMC ended the year with 20.2 percent market share, followed by Hewlett Packard Enterprise (HPE) with 17.7 percent of the market. Huawei experienced the strongest growth in the quarter, growing 45.9 percent. Table 1 - Worldwide: Server Vendor Revenue Estimates, 4Q18 (U.S. Dollars) Company 4Q18 Revenue 4Q18 Market Share (%) 4Q17 Revenue 4Q17 Market Share (%) 4Q18-4Q17 Growth (%) Dell EMC 4,426,376,116 20.2 3,606,976,178 19.4 22.7 HPE 3,876,819,483 17.7 3,578,005,770 19.3 8.4 Huawei 1,815,071,726 8.3 1,244,382,075 6.7 45.9 Inspur Electronics 1,801,622,141 8.2 1,260,671,411 6.8 42.9 IBM 1,783,691,221 8.2 2,623,501,533 14.1 -32.0 Others 8,158,910,239 37.3 6,243,556,262 33.6 30.7 Total 21,862,491,037 100.0 18,556,994,228 100.0 17.8 Source: Gartner (March 2019) In server shipments, Dell EMC maintained the No. 1 position in the fourth quarter of 2018 with 16.7 percent market share (see Table 2). HPE secured the second spot with 12.2 percent of the market. Both Dell EMC and HPE experienced declines in server shipments, while Inspur Electronics experienced the strongest growth with a 24.6 percent increase in shipments in the fourth quarter of 2018. Table 2 - Worldwide: Server Vendor Shipments Estimates, 4Q18 (Units) Company 4Q18 Shipments 4Q18 Market Share (%) 4Q17 Shipments 4Q17 Market Share (%) 4Q18-4Q17 Growth (%) Dell EMC 580,580 16.7 582,720 18.3 -0.4 HPE 424,347 12.2 443,854 13.9 -4.4 Inspur Electronics 293,702 8.5 235,658 7.4 24.6 Huawei 260,193 7.5 257,916 8.1 0.9 Lenovo 191,032 5.5 181,523 5.7 5.2 Others 1,723,032 49.6 1,499,593 46.8 14.9 Total 3,472,886 100.0 3,201,264 100.0 8.5 Source: Gartner (March 2019) The x86 server market increased in revenue by 27.1 percent, and shipments were up 8.7 percent in the fourth quarter of 2018. Full-Year 2018 Server Market Results In terms of regional results, in 2018, Asia Pacific and North America posted strong growth in revenue with 38.3 percent and 34 percent, respectively. In terms of shipments, Asia Pacific grew 17.6 percent and North America grew 15.9 percent year over year. EMEA grew 3.1 percent in shipments and 20.4 percent in revenue. Latin America grew 20.9 percent in revenue, but declined 4.4 percent in shipments. Japan grew 3.3 percent in revenue, 2.1 percent in shipments. Additional information is available to clients who have access to Gartner’s Servers Quarterly Statistics. This database provides worldwide market size and share data by vendor revenue and unit shipments. Segments include region, vendor, vendor brand, subbrand, CPU type, CPU group, max CPU, platform, price band, operating system and distribution channel. Server market trends and infrastructure and operations will be further discussed at the Gartner IT Infrastructure, Operations & Cloud Strategies events taking place April 23-25 in Tokyo, April 24-25 in Sao Paulo, April 29-30 in Sydney, May 6-7 in Mumbai, June 4-5 in Frankfurt, June 25-26 in Mexico City, and November 25-26 in London. Follow news and updates from these events on Twitter using #GartnerIO. About Gartner Gartner, Inc. (NYSE: IT) is the world’s leading research and advisory company and a member of the S&P 500. We equip business leaders with indispensable insights, advice and tools to achieve their mission-critical priorities and build the successful organisations of tomorrow. Our unmatched combination of expert-led, practitioner-sourced and data-driven research steers clients toward the right decisions on the issues that matter most. We are a trusted advisor and objective resource for more than 15,000 organisations in more than 100 countries — across all major functions, in every industry and organisation size. To learn more about how we help decision makers fuel the future of business, visit www.gartner.com. Gartner Says Outdated Technology Pushing Australian Workers Out The Door 2019-03-13T03:36:58Z gartner-says-outdated-technology-pushing-australian-workers-out-the-door Organisations must find a way to address the needs of modern workers as employees grow increasingly frustrated with workplaces that expect them to work with outdated, slow and complex technology, according to Gartner, Inc. Technology now ranks in the top 10 reasons Australian employees will leave their current role, according to Gartner’s 4Q18 Global Talent Monitor. The data reveals technology rose eight places from 3Q18 to come in ninth on the list of key attrition drivers for Australian employees. “People have become so used to advanced technology in their day-to-day lives, that they expect the same thing from their workplace. However, businesses are having a hard time matching the speed at which technology is adopted at home,” said Aaron McEwan, HR Advisory Leader at Gartner. “It’s not surprising that employees are becoming frustrated when they find themselves wasting valuable time navigating complicated systems and processes that utilise slow and old technology. It’s unproductive and inefficient for everyone involved,” said Mr. McEwan. Compensation has also become increasingly important for Australian employees, rising four places to the No. 3 reason Australians cite for leaving their jobs. Alternatively, for the first time in five years, compensation is the third driver of attraction for Australian workers when considering a new position. “The combination of expectations over compensation and the tools and tech employees are given to do their job often feel like a representation of an individual’s value or worth to the company. Feeling valued by your employer is intrinsically linked to the employee experience and really impacts how a person feels about their job,” said Mr. McEwan. These factors may have already hit the willingness of Australian employees to go above and beyond at work as discretionary effort levels fell 4.5 per cent year over year – from 21 percent in 4Q17 to 16.5 percent in 4Q18 (see Table 1). Highlights from the 4Q 2018 Global Talent Monitor Talent Monitor Australian International Average High Intent to Stay 38.8% 32.5% High Discretionary Effort 16.5% 14.4% Job Opportunities 49.7 51.1 Drivers of Attraction Work-Life Balance Location Compensation Compensation Work-Life Balance Stability Drivers of Attrition Future Career Opportunity People Management Compensation Future Career Opportunity Compensation People Management Source: Gartner (February 2019) According to Mr. McEwan, businesses can no longer ignore the needs of their employees, and must start thinking of their workers like they do their customers; making it a priority to offer a personalised, seamless and efficient experience. “For organisations, the answer doesn’t lie in allowing staff to bring their own devices or offering more money. It’s recognizing that these are just a part of the broader employee experience,” Mr. McEwan said. “This means understanding and focusing on what employees’ value from their experiences with the company. Rather than waste time implementing policies, systems and processes that have no impact on how employees feel about their company, organisations need to talk to employees to determine how to retain current and attract new employees.” Gartner advises organisations to tailor employee experiences to suit the needs, desires and goals of the individual rather than the collective. By understanding what employees value the most, HR leaders can positively impact the employee experience and lessen the desire for them to seek alternative employment opportunities. Global Talent Monitor data is drawn from the larger Gartner Global Labour Market Survey which is made up of more than 22,000 employees in 40 countries, including 848 in Australia this quarter. The survey is conducted quarterly and is reflective of market conditions during the quarter preceding publication. About Gartner ReimagineHR Conference Gartner experts will provide additional insight into the labour and talent issues at the Gartner ReimagineHR Conference, August 6-7 in Sydney, Australia. Gartner ReimagineHR is the premier event for HR leaders around the world. Join Gartner and senior HR executives to hear key insights and learn actionable strategies necessary to support organisational performance. Gartner ReimagineHR will also be held September 18-19 in London, and October 28-30 in Florida. Follow news and updates from these events on Twitter using #GartnerHR. About Gartner for HR Leaders Gartner for HR Leaders brings together the best, relevant content approaches across Gartner to offer individual decision makers strategic business advice on the mission-critical priorities that cut across the HR function. Additional information is available at www.gartner.com/en/human-resources/human-resources-leaders.