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New MuleSoft Study Finds 70 Percent of Organizations Do Not Provide Completely Connected User Experiences
MuleSoft, provider of the world's #1 integration and API platform, has reported that 70 percent of organizations struggle to provide completely connected user experiences across all channels.
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CIO Applications | Thursday, February 10, 2022

Fremont, CA: MuleSoft, provider of the world's #1 integration and API platform, has reported that 70 percent of organizations struggle to provide completely connected user experiences across all channels. According to MuleSoft's 2022 Connectivity Benchmark Report, which was released today, this comes at a time when nearly three-quarters (72 percent) of organizations' customer interactions are now digital. However, as digitalization accelerates, organizations may lose an average of $7 million ($6,846,979) in revenue if digital transformation initiatives are not successfully completed.
To thrive in today's competitive environment, businesses must provide connected digital experiences to both customers and employees.
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"In this all-digital world, customers and employees expect truly connected experiences," stated Brent Hayward, CEO, MuleSoft. "However, siloed applications and data continue to hinder customer experience and digital transformation — and it is now costing businesses millions of dollars per year. Companies need to be able to easily integrate a growing number of apps and data sources to automate their business, create seamless digital experiences, and drive growth."
The 2022 Connectivity Benchmark Report, based on a global survey of 1,050 CIOs and IT decision-makers, highlights the obstacles and opportunities for organizations as they seek to unlock their data in order to create and automate seamless experiences:
Customers expect seamless user experiences.
Applications are at the heart of digital transformation and user experience efforts. Organizations use 976 individual applications on average (compared to 843 a year ago). Despite this, only 28 percent of these applications are integrated on average, indicating that there is still a huge opportunity to improve connected user experiences. According to MuleSoft's report:
Creating connected user experiences has become more difficult: More than half of organizations (55 percent) said it is difficult to integrate user experiences. This is up from 48 percent a year ago, indicating that it is becoming more difficult for businesses to meet their customers' digital needs.
Overcoming security and governance obstacles is a hurdle: The most difficult challenge to integrating user experiences was cited as security and governance (54 percent), followed by outdated IT infrastructure (46 percent) and an inability to keep up with ever-changing processes, tools, and systems (42 percent ).
Integrating user experience delivers business advantages: More than half of the organizations that have integrated user experiences reported improved visibility into operations (54 percent) and increased customer engagement (54 percent ). Other benefits realized included increased innovation (50 percent) and ROI (48 percent), as well as increased automation adoption (45 percent ).
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