76% of CEOs Invest in Cloud Infrastructure, Data, and AI: Why Modernization Is the Key to Customer Satisfaction and Growth

A PwC Survey reveals the pressing need for IT transformation in service supply chains, as businesses prioritize efficiency, predictive maintenance, and customer loyalty to stay competitive.

A recent survey by PwC reveals that a significant 76% of CEOs are investing in cloud infrastructure, data, and AI this year, with 87% already involved in at least one major IT transformation project. Yet, while these investments highlight the growing importance of digital solutions, the real challenge lies in whether these improvements will actually drive greater business efficiency and elevate work quality—or if organizations will continue to be held back by data silos and outdated service models.

Service as a Key Driver of Customer Satisfaction

One area of IT investment that often goes overlooked is service. Many organizations still treat their service functions as cost centers rather than viewing them as key drivers of customer experience, loyalty, and growth. Outdated, reactive approaches to service and service supply chains—still working in silos and lacking real-time visibility—pose significant barriers to achieving these business goals. These legacy systems, incapable of sharing data across functions, lead to inefficiencies that harm both operational effectiveness and customer satisfaction.

In many cases, companies operating in the aftermarket or service supply chains adhere to the mentality of doing things “as they’ve always been done.” This approach results in mediocre first-time fix rates, elevated operational costs, and ongoing struggles with customer retention. To modernize, companies must tackle four key pain points that plague service supply chains today.

Four Critical Challenges to Modernizing Service Supply Chains

1. Siloed Data Limiting Visibility
   One of the primary challenges is the siloed nature of data. Without clear visibility into inventory levels, technician schedules, and service history, companies struggle to allocate resources effectively and implement proactive maintenance. This not only slows down operations but also compromises the customer experience.
2. Inefficient Inventory Management
   Poor inventory management often results in overstocking—leading to wasted resources—or understocking, which causes delays in service and forces repeated visits. Both scenarios increase costs, strain resources, and frustrate customers.
3. Outdated Reverse Logistics Processes
   Another pain point is the reliance on outdated methods to manage parts return or reverse logistics. This inefficiency complicates efforts to implement traceability and circularity initiatives, and hinders preparations for future regulations, such as the EU’s “Product Digital Passport.”
4. Inability to Forecast Service Needs Accurately
   Many companies still lack the tools to accurately forecast and anticipate service touchpoints, leading to service delays that fall short of customer expectations. These delays are often due to unavailable parts or improperly scheduled technicians.

A New Approach: Modernizing the Service Supply Chain

To address these challenges and meet today’s evolving demands, businesses must shift from reactive, fragmented service models to fully optimized and sustainable operations. This transformation is enabled by service cloud platforms and field service management tools that deliver unified, real-time data across the organization.

These platforms act as a single source of truth, offering crucial insights into asset configurations, parts inventory, service history, and technician skills. By leveraging this data, companies can optimize resource allocation, improve response times, and reduce service costs.

A key shift in strategy is the move from reactive to predictive maintenance models. Advanced field service platforms can collect data from connected assets, allowing machine learning algorithms and AI to predict potential failures. This proactive approach prevents costly downtime and improves overall service efficiency.

Additionally, AI and machine learning are streamlining repetitive tasks such as data entry and order processing, allowing technicians to focus on more complex, high-value tasks. This not only speeds up service delivery but also enhances job satisfaction among employees.

Augmented reality (AR) further supports this transformation by enabling technicians to access real-time guidance from remote experts and on-the-job service manuals. This capability reduces error rates, minimizes return visits, and drives significant operational improvements.

The Road Ahead: Driving Growth Through IT Investment

The ultimate goal of modernizing service supply chains is to build a cohesive, end-to-end strategy that focuses on core service data. Organizations that invest in infrastructure and data-driven solutions are seeing considerable returns on investment. By integrating real-time data and AI across service operations, companies can enhance decision-making capabilities—both operationally and strategically—leading to significant cost reductions and increased agility.

For CEOs and leaders prioritizing service and supply chain excellence, the benefits are clear: faster response times, on-time parts delivery, and proactive maintenance lead to greater customer satisfaction and long-term growth. Modernizing inventory management, improving first-time fix rates, and reducing dependency on external suppliers are essential components of this transformation. Equipped with the right technology and processes, businesses can create a competitive edge in a cost-conscious market.

By recognizing the critical role of service in the customer experience and embracing the technologies that drive efficiency, companies are positioning themselves for sustainable success. Investing in cloud infrastructure, data, and AI isn’t just about modernization—it’s about meeting the demands of the future.