The TCS 2020 Chief Information Officer Study explores how CIOs navigate the evolving digital landscape, with insights from 1,010 CIOs across diverse industries. Key findings include the prioritization of data and analytics, security, and customer engagement, indicating differing levels of digital transformation success among leaders and followers. The study aims to highlight the strategies and outcomes of digital initiatives undertaken by CIOs to drive business transformation.

1. The TCS 2020 Chief Information Officer Study
Digital Leadership for
Business Transformation
Data Priorities & Practices
TCS Thought Leadership Institute

2. TCS 2020 CIO Study | Data Priorities & Practices
• How are they helping their enterprises navigate
a complex and fast-evolving digital landscape?
• Where are they focusing their digital initiatives?
• What traction have they gained this decade
from those efforts?
TCS surveyed 1,010 CIOs,
seeking answers to questions such as:
The TCS 2020 CIO Study

3. TCS 2020 CIO Study | Data Priorities & Practices
37%
40%
37%
All industries
High-tech
Automotive
45%
40%
34%
Telecom
Media, entertainment, information
Banking & financial services
43%
38%
33%
Travel & transportation
Manufacturing
Consumer packaged goods
42%
38%
27%
Retail
Healthcare & life sciences
Insurance
CIOs Overseeing Data & Analytics

4. TCS 2020 CIO Study | Data Priorities & Practices
Information
security/ITSM
Marketing &
sales
Technology &
process development
Procurement &
vendor management
Human resource
management
Product/service development Finance/accounting Legal
Customer support
& after-sales service
Production/manufacturing Logistics & distribution Products & services
49% 77% 50% 75% 49% 75% 48% 75%
44% 75% 49% 75% 49% 74% 47% 73%
45% 70% 45% 68% 46% 68% 47% 67%
Today Expected by
2030
Read More
Digitization Expectations Over the Next Decade

5. TCS 2020 CIO Study | Data Priorities & Practices
To convert prospects
into customers
a46%54%
Yes | No
For any purpose To identify potential customers who
may be interested in our offerings
To sell more to our
current customers
To support current
customers after sales
48%52% 60%40%
98% 2%
Read More
Reasons Companies Obtain Customer Data from Others
a46%54%

6. TCS 2020 CIO Study | Data Priorities & Practices
a
For any purpose
To identify potential customers
interested in others’ offerings
To help external parties
convert our prospects into customers
92% 8% 51% 49%
50% 50%
To support current customers
with additional offerings from other companies
47% 53%
Read More
Reasons Companies Share Customer Data with Others
Yes | No

7. TCS 2020 CIO Study | Data Priorities & Practices
Digitization is limited to a few business units so far
Still in pilot phase for digital transformation
How Digital Leaders Are Different
New digital businesses, offerings, business & operating models
Enterprise-wide digitization, strong leadership, major initiatives
Highly successful increasing digital revenue
Hugely successful increasing digital revenue
Not very successful increasing digital revenue
Not at all successful increasing digital revenue
34%
66%
59%
41%
61%
39%
47%
53%
Digital Leaders - 220
Digital Followers - 219
Read More

8. TCS 2020 CIO Study | Data Priorities & Practices
Data and analytics
Data security
Digital Leaders
56% 32%
58% 27%
CIOs Managing Data & Analytics, by Company Revenue
$500 million to less than $1 billion
$1 billion to less than $5 billion
$5 billion to less than $10 billion
$10 billion to less than $20 billion
$20 billion to less than $50 billion
$50 billion or greater
vs Others
33%
35%
39%
40%
45%
51%
67%
65%
61%
60%
55%
49%
Yes No
Read More
|
CIOs Managing Data, Analytics & Data Security

9. TCS 2020 CIO Study | Data Priorities & Practices
Finance/accounting
Technology & process development
Customer support & after-sales service
Product/service development
Marketing & sales
Products & services
Procurement & vendor management
Legal
Information security/ITSM
Production/manufacturing
Human resource management
Logistics & distribution
55%
46%
56%
46%
54%
38%
54%
51%
54%
48%
53%
44%
53%
44%
52%
44%
50%
48%
49%
43%
49%
42%
47%
48%
Digital Leaders Digital Followers
Read More
Digitization Progress to Date

10. TCS 2020 CIO Study | Data Priorities & Practices
After-sale
product/service
usage
75%
70%
Online
reputation
72%
61%
Customer
purchases/interest
70%
59%
Marketing/sales
channel data
70%
58%
Distribution
data
61%
53%
Product/service
performance
52%
46%
Production
data
48%
39%
Acquired
customer data
49%
36%
Digital Leaders Others
Read More
Data Most Important for Future Growth

11. TCS 2020 CIO Study | Data Priorities & Practices
Digital Leaders vs Digital Followers
23% 12%
40% 19%
26% 42%
7% 12%
4% 15%
Far ahead of competitors
Somewhat ahead of competitors
On par with competitors
Far behind our competitors
Somewhat behind competitors
Read More
Analyzing & Benefiting from Customer Data

12. TCS 2020 CIO Study | Data Priorities & Practices
1,010 CIOs
60% North America
40% Europe
11 industries
$1+ bn
revenues
$50+ mn
IT budget
75%
72%
Objective
To learn how CIOs in North America and Europe are navigating a complex and rapidly
evolving digital landscape, where their companies are focused, and how much traction
they’ve gained this past decade from those efforts.
Read More
How We Conducted the Study

13. The TCS 2020 Chief Information Officer Study
Copyright © 2020 Tata Consultancy Services Limited
Read the Data Priorities & Practices
report now:
Digital Leadership for
Business Transformation
Download the report
TCS Thought Leadership Institute