Amongst survey respondents, the most common digitalization initiative in progress or completed was an internal social platform (see figures 5 and 6). Close behind, albeit in more cases in progress as opposed to successfully completed, are efforts to automate processes and case management. Additional areas of focus include cloud and mobile computing, cybersecurity, and analytics. Digital marketing automation is another area of interest.

Figure 5: Top Ten Successfully Completed Digitalization Initiatives

Figure 6: Top Ten In-Process Digitalization Initiatives



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