GoTo’s 2023 IT Priority report finds a 55% increase in the use of the channel in the past year, with 44% of businesses preferring a partner versus 27% going directly to the solution provider for new business communication and IT support tools.
The survey also predicts churn in 2023 as 41% of businesses are planning to switch vendor to reduce costs.
Consolidation is also a key driver with 83% of respondents looking to bring communication, collaboration and IT management and support tools together this year; 93% have completed, planned or are in process with these consolidation efforts.
Nearly half (48%) said it was very important to consider reducing the burden on IT when choosing new software and 68% of company leaders say they are more involved in the purchase process of products and tools than they were a year ago.
This is driven by an increase in IT workload in the last year (65%) with 40% of respondents listing their reason for digital tool upgrades as IT team preference.
GoTo found that CX spending will increase in 2023 as 66% of respondents plan to commit more budget here.