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2024 Reality Check:
Businesses Need to Tame Operational Chaos Before It's Too Late

Our 3rd annual Reality Check finds that enterprises are dealing with operational chaos after quickly investing in new technology they can’t quite handle. It started with digital transformation initiatives in 2020 that resulted in the build-up of technical debt. Then in 2023, Generative AI was added to the mix. Businesses are now dealing with a maze of intersecting and often loosely connected processes across multiple systems.

The good news? There’s opportunity in this as well. It’s a chance for businesses to become more efficient, more productive and more resilient as a whole. Finding ways to effectively manage this new Operational Chaos—with the right approach to Business Process Management—creates a path to differentiate against the competition with stronger operational performance.​We surveyed CEOs worldwide to find out how they’re faring with today’s snowballing technology expansions and risk challenges. Read on for the top report takeaways—and read the full report to dig in deeper.

1. Operational chaos is everywhere
New technology solves some of your most complex problems. Ironically, it can also introduce a tremendous amount of chaos. When new technology is added, new processes are required. Amid the chaos, businesses need to find a way to operate effectively.
2. Want to simply do business? It's complicated.
Operational chaos is making it hard to grasp what's going on in businesses, leading to muddled decision-making and operational improvements. With nearly half of businesses observing increased tensions between IT and other departments, visibility is seriously compromised.
3. Blurred vision leads to bad decisions.
44% of businesses say they’re now seeing more conflict between business and IT.

Operational chaos is making it hard to grasp what's going on in businesses, leading to muddled decision-making and operational improvements. With nearly half of businesses observing increased tensions between IT and other departments, visibility is seriously compromised.

4. And don’t forget AI.
AI adds enormous complexity to the enterprise integration landscape, raising concerns about privacy, security, resiliency, and compliance. Investment almost tripled between 2020 and 2023 (from $40.16bn to $110.19bn), and it’s expected to continue growing in the near future.

Operational chaos
puts organizations at risk of being slow, unresponsive, and vulnerable to threats.

5. Technology can actually slow down decision-making.
Operations are unclear and siloed, with no central source of truth.
6. Process variations challenge your operations.
They cause internal conflict, which is inefficient and distracts from progress.
7. Shadow IT is a problem.
Organizations need to find a way to empower employees without losing control of their processes.
8. Agility suffers.
Businesses must move quickly while keeping control of their processes. Business process management (BPM) can help.

To fix the chaos of connectivity, organizations must look at their strategy for managing technology in a new way.

Achieving effective, efficient operations is not a new goal. But the complexity that exists today, and the chaos it can cause for operations, is on a whole new level. 

New problems require new solutions—business process management and process mining make operational excellence possible.

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