The New Reality for Customer Engagement
The results of this survey are more encouraging than the findings from our survey on security, published in the February 2002 issue: We found uneven spending but a pattern of strong responses to the disasters of Sept. 11. Still, we are surprised that 90% of IT executives show such a high degree of confidence that they can maintain operations in event of an attack, given their fears that their business continuity plans could be inadequate in the face of a major terrorist onslaught. While such catastrophes are unlikely, we think CIOs should ask whether they are being too optimistic, and whether they need to better prepare their organizations for surviving major impacts to business continuity. These preparations could include reviewing continuity plans, checking insurance policies and ensuring that their organization doesn't become complacent. Despite the state of the economy, CIOs need to prepare their companies for future threats.
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