The growth in self-provisioned cloud systems was an example of departments wanting to take the lead, but Miers said IT could be more active in "authorising" and "encouraging" these systems.

"The good news is, when someone gets a system they want, as long as it is reasonable and it genuinely helps the customer experience - if you in IT have authorised it, you've helped a key change and you have the positive credit from the department," he said.

"On the other side, you are also in a better position, even if the department itself does not like the system, because it was them who demanded the system!"

"Customer experience is so important, and the right business processes and technology can transform it," said Miers. "IT can really be ahead of the curve here, by facilitating what is needed."